Bad Service

I switched my internet provider to Web Africa a month ago. After receiving the modem, I proceeded with the setup, and this is where the frustration began.

I couldn’t speak to anyone from the technical team on the phone as they are only available via WhatsApp. I logged an inquiry through the WhatsApp channel and waited five hours for a response, but unfortunately, I wasn’t at the site when they finally rep****.

I began chatting with a technical agent, but while still actively engaged, I received a notification that the chat had been closed.

I initiated another WhatsApp chat, went through the entire process again (authentication, etc.) to get to technical support, only for a different agent to assist. Once again, the chat ended while I was still in the middle of discussing the issue.

This was now my third time going through the lengthy WhatsApp process to reach technical support, after which they logged a query with Openserve to visit the premises.

In these chats, I was asked to follow complex technical procedures beyond my expertise, like bypassing routers, accessing control panels on my computer, and entering port numbers and passwords. Despite sending them photos of all the changes they requested, the problem remained unresolved.

Openserve later contacted me by phone to confirm that the line was working without visiting the premises and advised me to get in touch with Web Africa for further assistance.

I reached out to Web Africa via WhatsApp again, as I could not speak to anyone over the phone. After explaining the entire situation to support, they confirmed that they could send out a technician but at an additional charge.

As a new customer, my expectation is that sending a technician to set up a service I cannot use should be done at no extra cost.

I then requested to cancel the service. Despite never using Web Africa’s service and the first debit order was deducted from my account, I was told that I need to give a month's notice and return the router.

In the end, due to poor service and ongoing frustration, I will be paying R1,398 for a service I never received.