Disappointing

I requested an upgrade on 13 Dec because the line speed has been consistently slow and unstable, which made working from home difficult. I had the 40/10 line and I wanted to be upgraded to the 100/50 line. I was then informed by one of the agents on WhatsApp that they successfully completed the request. After receiving this message (around 1pm), my internet stopped working immediately. I contacted another agent, which informed me that my internet connection was cancelled instead of upgraded. He notified me that it could take 24-72 hours to resolve this matter. I had to purchase a data bundle from another service provider because I am currently working from home (I informed the agent about this). I was also informed that I would not experience any downtime during the upgrade (which is clearly not the case). It's been 3 days since, I still have no internet.

I would not have requested an upgrade if I knew that the agents were unaware of the differences between an upgrade and a cancellation. Furthermore, the agents were unable to give an estimated time of restoration, instead, I received a generic estimate. This has resulted in me having to purchase an unlimited bundle from the other service provider (a cost of R299), which is more than half my monthly fibre bill with WebAfrica.

I would like to know how WebAfrica intends to rectify this situation, which has been caused by its agents. Unnecessary money and disruption have been caused due to an inept agent. I was initially pleasantly surprised by its affordable plans, but it seems like it has caused me more harm than good by trying to upgrade.

The only positive experience that I experienced with webafrica was the replacement of the Router. Amanda and Kurt responded in less than one hour. However, I am currently unable to connect to the router now because the router is not active on ISP's side. Now, I have an inactive router and the incorrect line.

As of 16 Dec, the new router is useless since the line is down and there is still no internet. Calls are not answered, WhatsApp agents are unable to assist/don't know how to.