1 reviews | Active since Apr 2014
Poor Service from Afrihost / Vodacom – Fibre Installed but Not Working
I am extremely frustrated with the service I have received from Afrihost / Vodacom regarding my recent fibre installation.
After waiting several days and paying close to R2000 for installation, the Fibre was finally installed late on 2 March. However, when I tried to connect to the internet on the morning of 4 March, I was unable to establish a connection. The Fibre connection only worked for approximately a day and a half before completely failing.
I have now been without internet for two days, and despite paying all the required fees upfront, no one has contacted me to provide an update or confirm when a technician will be sent out.
On 4 March, I spent approximately an hour and a half on WhatsApp with an Afrihost agent attempting to troubleshoot the issue, but he was unable to resolve the fault. I then called the Afrihost Contact Centre and spoke to an agent named Isabel, who was extremely helpful. We spent another hour and a half on the phone trying to reconfigure the fibre connection on my laptop and checking the router and ONT. Unfortunately, nothing worked, and she advised that a technician would need to come out to investigate the fault.
She logged a ticket for me (Ticket Number: GRP***2). I have still not received any call back.
I contacted Afrihost again yesterday and was told the issue has been escalated to Vodacom, yet I have still received no feedback whatsoever. It is now Friday, and it appears I may have to go through an entire weekend without Fibre, which is completely unacceptable.
What makes this situation even more disappointing is that I previously used a Telkom pocket router for four years without any issues. I upgraded to Fibre expecting a more stable and reliable connection, yet I now find myself with no internet and no communication from the service providers.
Paying for installation and service only to be left without connectivity — and without any communication — is unacceptable. I expect urgent feedback, a clear timeline for resolving the fault, and accountability for the downtime following installation.
Customers should not have to chase service providers simply to receive basic communication and support.
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team.
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via Whatsapp to request your personal details
Regards,
Vodacom Consumer Website Team.
I contacted Afrihost again this afternoon and was advised that the matter would be escalated. Despite this assurance, I have received no update and the service remains unresolved.
Should my fibre connection not be restored by tomorrow, I will proceed with cancelling my contract with Afrihost. I have been patient while waiting for assistance, however the continued lack of feedback and resolution is unacceptable. I cannot be expected to continue paying for a service that has not been delivered.
I would appreciate urgent feedback and confirmation that this matter is being addressed.
I contacted Afrihost again this afternoon and was advised that the matter would be escalated. Despite this assurance, I have received no update and the service remains unresolved.
Should my fibre connection not be restored by tomorrow, I will proceed with cancelling my contract with Afrihost. I have been patient while waiting for assistance, however the continued lack of feedback and resolution is unacceptable. I cannot be expected to continue paying for a service that has not been delivered.
I would appreciate urgent feedback and confirmation that this matter is being addressed.