I am at wits end here and do not know what to do. We ordered a new fibre installation through Afrihost over a month and a half ago, eventually after rectifying a issue with a wrong address we finally had the fibre installed on the 2nd of November by two uninterested Vumatel engineers. They came through to our complex and spent half a hour looking for their termination box firstly, after finding it, laying the pvc piping and shittely running the fibre through and down the wall I was told the job was done and another’s team would splice the fibre that day….. well three days later still nothing so we call Afrihost and the fun starts.
We log a ticket and get told that we will get feedback in 24 to 72 hours…. We’ll it passes and we call to get a status update, I get told that the ticket was closed by Vumatel with the comment that there was no fault and service is restored. I dispute the call.
Vumatel after another 24 hours with no feedback then arrives at our home wanting to test and splice the fibre, again they spend 30 min looking for the Vumatel connection box, my wife says that the box is outside so the go off and say they will be back to test…… well as guessed the didn’t come back and we were left again in the lurch.
A week has passed and we are still without fibre, I call Afrihost again asking for a update, I get the same script responses, I explain the issue and ask for a call to be logged with Vumatel again… I get assured I will get feedback in 24 hours, surprisingly Afrihost did call back….. to ask why we requested the callback!!! Not to update me but to ask why we requested a callback on a support request…. one again I give all the info and get told a request will be logged to Vumatel
surprisingly no feedback from Afrihost so we call and get nowhere so we try WhatsApp and boy did that make my day… no progress on our request but for a new note that there was a stuck activation from 2020 that someone needs to investigate….
It has now been two full weeks since the fibre was installed at our house, we have received no solid explanation or guidance from Afrihost saying that they are at the mercy of Vumatel to get feedback, i have called three times to speak to a manager, the first time I was cut off and despite having all my contact details never had a callback from the manager. The two other requests were met by the support agent telling me the manager is busy but assured me the manager would call me back, that was 24 and 48 hours ago….
Afrihost your handling of this situation is frankly appalling. I understand you are at the mercy of Vumatel but frankly I am your customer and you are theirs, but why do I have to constantly follow up and chase you….. Afrihosts poor support service is matched only by Vumatel’s sheer disregard to the quality of service they provide.
disgusting……
We log a ticket and get told that we will get feedback in 24 to 72 hours…. We’ll it passes and we call to get a status update, I get told that the ticket was closed by Vumatel with the comment that there was no fault and service is restored. I dispute the call.
Vumatel after another 24 hours with no feedback then arrives at our home wanting to test and splice the fibre, again they spend 30 min looking for the Vumatel connection box, my wife says that the box is outside so the go off and say they will be back to test…… well as guessed the didn’t come back and we were left again in the lurch.
A week has passed and we are still without fibre, I call Afrihost again asking for a update, I get the same script responses, I explain the issue and ask for a call to be logged with Vumatel again… I get assured I will get feedback in 24 hours, surprisingly Afrihost did call back….. to ask why we requested the callback!!! Not to update me but to ask why we requested a callback on a support request…. one again I give all the info and get told a request will be logged to Vumatel
surprisingly no feedback from Afrihost so we call and get nowhere so we try WhatsApp and boy did that make my day… no progress on our request but for a new note that there was a stuck activation from 2020 that someone needs to investigate….
It has now been two full weeks since the fibre was installed at our house, we have received no solid explanation or guidance from Afrihost saying that they are at the mercy of Vumatel to get feedback, i have called three times to speak to a manager, the first time I was cut off and despite having all my contact details never had a callback from the manager. The two other requests were met by the support agent telling me the manager is busy but assured me the manager would call me back, that was 24 and 48 hours ago….
Afrihost your handling of this situation is frankly appalling. I understand you are at the mercy of Vumatel but frankly I am your customer and you are theirs, but why do I have to constantly follow up and chase you….. Afrihosts poor support service is matched only by Vumatel’s sheer disregard to the quality of service they provide.
disgusting……
