Complete lack of service

I am writing to formally express my extreme frustration and disappointment regarding the continued lack of support I have received from Webafrica.

I have been a loyal Webafrica customer for several years. Unfortunately, on multiple occasions when I have experienced connectivity issues, I have found it exceptionally difficult and frustrating to obtain adequate assistance from your organisation. The most recent incident, however, has pushed my experience beyond an acceptable threshold.

At approximately 05:15 yesterday morning, my internet connection went down unexpectedly. As Webafrica’s only available support channel appears to be WhatsApp—which I must note is highly ineffective—I logged a support request at 08:03. I was briefly assisted by an agent named Nkululeko M, who informed me via WhatsApp that my query was being transferred to the provisioning team. As of 10:29 today, I have received no further communication, no troubleshooting support, and no resolution.

I am also unable to log any additional support requests, as the WhatsApp channel repeatedly advises that I have a pending callback and must “be patient.” At this point, my patience has been exhausted. I remain without internet access, with no visibility on when or if my issue will be addressed.

This outage has had a significant impact on my household. My home relies entirely on this internet connection, including essential appliances and security cameras. The loss of connectivity left my home completely exposed overnight, as none of my security systems were operational. In addition, I have a severely autistic child, and television is a critical tool in helping him remain calm. Due to the outage, I was forced to purchase mobile data from Vodacom at my own expense simply to manage this situation. To compound the issue further, I have sent three separate emails to your complaints department, none of which have received a response. This complete lack of acknowledgment or action is deeply concerning.

I find it extremely disappointing that Webafrica allows this level of service to be delivered to its customers. The absence of timely support, effective communication, and accountability is unacceptable.