HH
Henricu H
1 reviews | Active since Sept 2026
16 Sept 2026, 12:58
Although it is not their fault, our service was out from Vumatel's side
Although it is not their fault, our service was out from Vumatel's side. It took them 3 hours over the app to reply to me (and they claim it to be quick and easy). So the service was terrible. And if someone talks to you, you get very robotic answers, which is more or less the same each time. It's as if they are being told what to say under threat. But, the person assured me that the problem will be resolved between 24-72 hours, depending on the "severity" of the case. I don't know what is more severe than paying for internet and not having internet. You guys need to be quicker and better with your help.
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Webafrica's replyOfficial
16 Sept 2026, 13:15Hi Henricu
We recognise how frustrating it is to be without a service you’re paying for, particularly when you’re then waiting hours for an update while trying to get help.
We recognise how frustrating it is to be without a service you’re paying for, particularly when you’re then waiting hours for an update while trying to get help.
While the underlying fibre fault may not have been within Webafrica’s network, the support experience you described is something we can learn from. Waiting around three hours for a response and receiving communication that feels repetitive or robotic can make an already difficult situation even more frustrating. Our support should feel clear, helpful and genuinely responsive, especially when you’re offline.
We also appreciate you highlighting that the agent provided a 24–72-hour timeframe and explained that this depends on the severity of the fault. Your feedback around the turnaround time and the way these updates are communicated has been noted and will be shared with the relevant team. We want every interaction with our Webafrica Crew to feel more human and useful.
For future account management, you can also use the Webafrica App to access your services and support from your phone.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew
Webafrica's reply16 Sept 2026, 13:15
Official
Hi Henricu
We recognise how frustrating it is to be without a service you’re paying for, particularly when you’re then waiting hours for an update while trying to get help.
We recognise how frustrating it is to be without a service you’re paying for, particularly when you’re then waiting hours for an update while trying to get help.
While the underlying fibre fault may not have been within Webafrica’s network, the support experience you described is something we can learn from. Waiting around three hours for a response and receiving communication that feels repetitive or robotic can make an already difficult situation even more frustrating. Our support should feel clear, helpful and genuinely responsive, especially when you’re offline.
We also appreciate you highlighting that the agent provided a 24–72-hour timeframe and explained that this depends on the severity of the fault. Your feedback around the turnaround time and the way these updates are communicated has been noted and will be shared with the relevant team. We want every interaction with our Webafrica Crew to feel more human and useful.
For future account management, you can also use the Webafrica App to access your services and support from your phone.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew