Urgent Concern Regarding Consultant Conduct and Service Failure

I am writing to formally raise a serious concern regarding the way your consultant and support teams handled my recent relocation and fibre connection request.On January, I contacted your team via WhatsApp to seek advice about moving from my previous rental to a new property. I explained that this was an emergency exit and that I had not given a month’s notice, but emphasized that I was not cancelling Afrihost services—only relocating them.

Your consultant assured me that as long as fibre was available, I would be connected immediately after plugging in the router. She even requested photos to advise me on the correct products, and confirmed that “all is good.” When I asked whether Vuma should reinstall the router at the new address, she dismissed the need, saying Vuma would not run at a loss. Based on this guidance, I believed the move would be seamless.

However, upon moving on 1 February 2026, I discovered that there was no internet connection. Unlike my previous move to Soweto, where your consultant checked coverage before relocation, this time no such diligence was shown. From Sunday through Tuesday, my son and I spent hours engaging with your WhatsApp and support teams, receiving contradictory information: WhatsApp claimed my connection was active, while support said it was pending. Despite providing proof of residence multiple times, your staff repeatedly confused the address and failed to resolve the issue.

It was only at 17:35 on Tuesday that Eugene, one of your consultants, finally identified the real problem: Vuma does not cover the new area, which is serviced by a different ISP. Eugene was professional, polite, and thorough—he listened, verified details, and guided us to a solution. He stood out as the only person who genuinely assisted us after days of frustration.

Unfortunately, the rest of your team displayed a lack of care, professionalism, and customer focus. Their dismissive attitude, poor communication, and failure to follow through left us stranded without internet for days. To add insult, after failing to help, one consultant even asked, “Is there anything I can assist you with today?”—a statement that felt undermining and insensitive given the circumstances.This experience raises serious questions about:

Consultant training and accountability – Why was coverage not checked before advising me?

Support team consistency – Why were we given conflicting information and left without feedback?

Customer care standards – Why was there no urgency or empathy in resolving a critical service issue?

I request a formal explanation of how your consultants operate, why this failure occurred, and what corrective measures Afrihost will take to ensure no other customer experiences such negligence.