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Pravesh
1 reviews | Active since Jan 2023
10 Jun 2026, 05:01
Bad technically support
I have been a customer for several years and recently relocated. The sales process was prompt and efficient. Metrofiber technicians ensured the fiber line was fully operational at my new residence. Upon moving in, I connected my router, which had been functioning flawlessly for over five years. However, after two days, I experienced a loss of internet service. I contacted the call center via WhatsApp, where I was transferred between various departments. Each agent took 15 to 20 minutes to respond and posed questions that appeared to unnecessarily prolong the resolution process. Despite hours of communication, the issue remains unresolved. I recommend enhancing the technical support department's efficiency and responsiveness to customer inquiries. Additionally, providing direct contact numbers for support would be beneficial. Ultimately, the current support system is inadequate. I am considering terminating my service.
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Replies (3)0
Replies (3)
Webafrica's replyOfficial
10 Jun 2026, 09:10Hi Pravesh,
We understand how frustrating it must be to deal with a disruption after relocating, especially when everything initially seemed to be working smoothly. Having your connection drop so soon and then struggling to get timely assistance can be very discouraging. That’s not the kind of experience you should be having, particularly after a smooth sales and installation process.
We’ve requested for the Onboarding Team to reach out to you directly to assist with getting your connection properly restored and stabilised. The focus is on making sure the issue is fully resolved and that you can rely on your service again without further interruptions.
Your feedback will be shared with our Service Quality Team for review and improvement, as ensuring a consistent experience from installation through to ongoing support is a key priority.
If you need any additional suport, please feel free to send us a direct message on Hello Peter, and we’ll gladly continue assisting you.
We will continue to follow up internally to ensure your connection is restored and your experience improves from here.
Warm regards,
Webafrica Crew
We understand how frustrating it must be to deal with a disruption after relocating, especially when everything initially seemed to be working smoothly. Having your connection drop so soon and then struggling to get timely assistance can be very discouraging. That’s not the kind of experience you should be having, particularly after a smooth sales and installation process.
We’ve requested for the Onboarding Team to reach out to you directly to assist with getting your connection properly restored and stabilised. The focus is on making sure the issue is fully resolved and that you can rely on your service again without further interruptions.
Your feedback will be shared with our Service Quality Team for review and improvement, as ensuring a consistent experience from installation through to ongoing support is a key priority.
If you need any additional suport, please feel free to send us a direct message on Hello Peter, and we’ll gladly continue assisting you.
We will continue to follow up internally to ensure your connection is restored and your experience improves from here.
Warm regards,
Webafrica Crew
Best regards,
Webafrica's reply10 Jun 2026, 09:10
Official
Hi Pravesh,
We understand how frustrating it must be to deal with a disruption after relocating, especially when everything initially seemed to be working smoothly. Having your connection drop so soon and then struggling to get timely assistance can be very discouraging. That’s not the kind of experience you should be having, particularly after a smooth sales and installation process.
We’ve requested for the Onboarding Team to reach out to you directly to assist with getting your connection properly restored and stabilised. The focus is on making sure the issue is fully resolved and that you can rely on your service again without further interruptions.
Your feedback will be shared with our Service Quality Team for review and improvement, as ensuring a consistent experience from installation through to ongoing support is a key priority.
If you need any additional suport, please feel free to send us a direct message on Hello Peter, and we’ll gladly continue assisting you.
We will continue to follow up internally to ensure your connection is restored and your experience improves from here.
Warm regards,
Webafrica Crew
We understand how frustrating it must be to deal with a disruption after relocating, especially when everything initially seemed to be working smoothly. Having your connection drop so soon and then struggling to get timely assistance can be very discouraging. That’s not the kind of experience you should be having, particularly after a smooth sales and installation process.
We’ve requested for the Onboarding Team to reach out to you directly to assist with getting your connection properly restored and stabilised. The focus is on making sure the issue is fully resolved and that you can rely on your service again without further interruptions.
Your feedback will be shared with our Service Quality Team for review and improvement, as ensuring a consistent experience from installation through to ongoing support is a key priority.
If you need any additional suport, please feel free to send us a direct message on Hello Peter, and we’ll gladly continue assisting you.
We will continue to follow up internally to ensure your connection is restored and your experience improves from here.
Warm regards,
Webafrica Crew
Best regards,
P
Pravesh's updateReviewer Update
10 Jun 2026, 21:24Hello non of your agents contacted me today. I initiated a new chat from 6:30pm once again agent just prolonged the chat said that I'm a premium fiber customer and they going to transfer me to another agent, but no response until 8:30pm. Very frustrating.
P
Pravesh's update10 Jun 2026, 21:24
Reviewer Update
Hello non of your agents contacted me today. I initiated a new chat from 6:30pm once again agent just prolonged the chat said that I'm a premium fiber customer and they going to transfer me to another agent, but no response until 8:30pm. Very frustrating.
Webafrica's replyOfficial
11 Jun 2026, 11:25Hi Pravesh, We hear your frustration, especially after taking the time to follow up again this evening and still not receiving any contact or proper handover despite being told you would be assisted. Being kept waiting and then transferred without resolution is understandably very disappointing, particularly after already experiencing a service disruption following your relocation.We’ve now sent a follow-up to the Onboarding Team to urgently re-engage on your case and ensure someone takes ownership to get your connection properly stabilised. This is being treated as a priority given the repeated missed contact and extended delay.We also recognise your experience on chat today fell short, especially the long wait after escalation between agents. That’s not the level of service we aim for, and it has been flagged for review.We’ll continue to follow up internally to ensure you are contacted and your service is restored as quickly as possible.Warm regards,
Webafrica Crew
Webafrica Crew
Best regards,
Webafrica's reply11 Jun 2026, 11:25
Official
Hi Pravesh, We hear your frustration, especially after taking the time to follow up again this evening and still not receiving any contact or proper handover despite being told you would be assisted. Being kept waiting and then transferred without resolution is understandably very disappointing, particularly after already experiencing a service disruption following your relocation.We’ve now sent a follow-up to the Onboarding Team to urgently re-engage on your case and ensure someone takes ownership to get your connection properly stabilised. This is being treated as a priority given the repeated missed contact and extended delay.We also recognise your experience on chat today fell short, especially the long wait after escalation between agents. That’s not the level of service we aim for, and it has been flagged for review.We’ll continue to follow up internally to ensure you are contacted and your service is restored as quickly as possible.Warm regards,
Webafrica Crew
Webafrica Crew
Best regards,