No fibre for 4 days and no response from Metro Fibre

Our Webafrica MetroFibre connection has been down since Tuesday — it is now Saturday. Multiple tickets have been logged through the website. However, we keep receiving the exact same generic response stating that there is nothing further for us to do and that technicians are “working on it.”

We work from home and are heavily dependent on a stable internet connection. We recently upgraded our package and are currently paying R1039 per month for our fibre service (Webafrica Metro Fibre Network Nexis Uncapped 250), yet we have now also had to spend an additional R1000 on mobile data just to continue working.

What is most frustrating is the complete lack of communication and support. When selecting the option to speak to a consultant on the website, nothing happens. We cannot get hold of an actual person, no timeframe is provided, and there appears to be no accountability.

In addition, even when the Webafrica Metro Fibre connection is available, it is continuously slow and unreliable.

Outage ID: 159082

We would like answers to the following:

When will the fibre connection actually be restored? Can we please speak to an actual consultant? Can a timeframe be provided? Will our account be credited for the prolonged downtime and the additional costs incurred due to no service being provided?

At this stage, the lack of communication and ongoing service issues are completely unacceptable.