Uninformed charges from Afrihost.

My Fibre went down for a week, after reporting the issue to Afrihost, they sent Frogfoot technician to look at it. After the inspection technician advised that the line itself needs to be replaced as its old. Frogfoot then sent a contractor braccanix to replace the line. During this process Afrihost as my ISP that handles the billing of my account did not advise me on any additional cost for the service. A day after they fixed the line i received an invoice from the contractors braccanix directly to me for a call out fee of R517.50, to my surprise this was not communicated to me by Afrihost before they came to fix their broken line. I disputed the fee and Afrihost as they deal with billing advised they cannot waive the fee. This is totally unacceptable, i mean if only i was advised before that there will be fees after the serivce i would have made an informed decision, could have potentially stopped them and revert back to LTE.

The reply from Afrihost " Thank you for your response Unfortunately the payment will have to come from you the end user, that the reason why they sent you the quote, if not no fix will be done as long as there is no payment and I advised we have less power or say on the re-installation as we cover that only on the initial sign up activation and installation.

We apologize that this was not communicated to you, we do not cover re-install cost they sent you the quote for a reason, that's how Frogfoot operate they not quote Afrihost but the end user, the fix will be done once payment is done we are informing you right now how the process works, all Fibre Providers do operate this way, we are not involved when a call out fee is sent to you "