Absolutely unacceptable service from Webafrica

I was a customer of Webafrica on a 50/50 Mbps fibre package for over 2 years. On 13 March 2026, I informed them that I would be moving from Kempton Park to Pretoria on 31 March 2026. I was clearly told that my line would be active within 2 business days from that date.

It is now 5 days later, and the line was still not active. After multiple follow-ups, I was repeatedly told that the issue had been escalated to Openserve. However, after checking the ONT box myself, the PON light was off, which indicates that the fibre line was never activatedon WebAfrica’s side, although i did everything I needed to do on my side.

To make matters worse, the fibre line previously worked for the tenant before me, so there was no valid reason for such a delay. This strongly suggests that Webafrica failed to submit or process the activation correctly, yet continued to shift blame to Openserve without ever taking accountability.

Their customer service is extremely poor: -Long wait times to reach an agent -Constant transfers between departments -Being sent to the wrong department repeatedly -No ownership of the issue -No clear communication or resolution

Support is also heavily dependent on WhatsApp, meaning I had to use my own mobile data for days trying to fix a problem they caused — while sitting without internet.

Over the course of my time with them, I’ve had to contact support repeatedly (often multiple times within short periods), and they have never once taken accountability for any issue.

A month ago, I considered cancelling due to ongoing poor service, but was discouraged by a R1000 cancellation fee. I chose to stay — which turned out to be a mistake.

As of 04 April 2026, I have officially cancelled my service via WhatsApp and SMS, and received confirmation.

I will not be paying any cancellation fee. I am not cancelling by choice — I am cancelling because Webafrica has failed to deliver the service they promised.

Avoid Webafrica if you expect reliability, accountability, or even basic customer service.