Poor service from Mitsol

I have never in my life struggled so much just to get WiFi. Everything started when I found out there were more than two active fibre lines at the place where I live. Before I even moved in, someone else (NOT me) placed an order at the wrong address. So when I app**** for WiFi, it created huge confusion because there were already fibre lines under other people’s names and details. I app**** at Afrihost and Axxess because I wasn’t getting any help, and I kept moving from one provider to the next, just trying to get answers. Me signing up with two providers also added to the confusion.

I eventually decided to go with Axxess and Mitsol, but from day one the Mitsol manager was rude in the way he spoke to me. I left it, but things only got worse. I spent more than R300 on airtime and data calling different numbers I found on Google, trying to get help, and still nothing. For days I was fighting, wasting airtime, getting frustrated, and getting absolutely no assistance. I spoke to Mitsol, Axxess, Afrihost, and Openserve. I ended up talking to almost 18 agents, and every day each one gave me a different answer. One person says “yes,” the next says “no,” the next tells me to call another number, and when I call, they can’t help. Even agents from the same company gave opposite information. It truly felt like no one communicates with each other.

I thought Afrihost would be my worst experience at first, but it was actually Mitsol. They never tried to look into the issue properly. From their side they claim they did, but I saw no effort. They were too quick to blame the other providers and kept telling me they are “just the middle man” who had already done enough. They refused to take it further. On top of that, not a single Afrikaans-speaking agent could help me, which made everything much harder. Their manager was rude when I asked for assistance, and because I was so frustrated, I eventually also became rude. I’m sorry, but after this experience, I will never recommend Mitsol. Mitsol kept saying Openserve was holding the line, but Openserve kept saying they weren’t holding anything. The issue came from the wrong address, the wrong people’s information, and the fact that there were multiple active fibre lines. I moved to KZN only six days ago, and my very first bad experience was this WiFi nightmare. You’re in a new area, you don’t know anyone, and then something like this happens.

The only company that finally took the time to investigate the active lines properly was Afrihost. They really looked into the matter and tried to understand what was going on. And finally, one Afrihost agent – after I was VERY angry with them too – figured out exactly what the problem was. He helped me when nobody else could. Even when I was upset and rude out of frustration, he stayed calm, kept apologising (even though it wasn’t his fault), and went out of his way to sort everything out. I honestly appreciate it so much.

After days of stress and frustration, my WiFi is finally sorted out. A huge thank you to the Openserve technicians, and to Afrihost’s Maisela and Mthoko — out of all the agents, you were the only two who solved this problem.

Mitsol, your service is poor.