CJ
Caryn J
1 reviews | Active since Feb 2024
06 May 2026, 19:05
Disgusted Service399299
Absolutely shocking service from Webafrica and Vumatel.
My fibre has been down since 21 April 2026 — that’s now over 2 weeks without a working internet connection.
A technician replaced the ONT, yet the issue STILL persists. The connection either doesn’t work at all or shows “connected with no internet.”
I have contacted support EVERY DAY and keep getting the same scripted response: “wait 24–72 hours.” That timeframe has come and gone multiple times with ZERO resolution.
Now my service is about to expire and I’m expected to pay again? There is no chance I am paying for a service I have not received for weeks.
Because of this failure:
- I cannot use other services I am paying for - I’ve been left without a stable connection for over 2 weeks - I’ve wasted hours chasing support with no real assistance
At this point, I am formally demanding:
- Immediate escalation to Vumatel’s network team - A confirmed fault reference number - Full credit/refund for downtime - Urgent resolution within 24 hours
If this is not resolved immediately, I will:
- Escalate this complaint further - Continue posting publicly across platforms - Consider cancelling my service and moving to another provider
This is beyond unacceptable.
#Webafrica #Vumatel #ServiceFailure #NoInternet #CustomerRights
Helpful (0)
Replies (4)0
Replies (4)
Webafrica's replyOfficial
07 May 2026, 09:05Hi Caryn, the frustration in your message is completely understandable, especially with the service being down since 21 April 2026 and repeated attempts to get this resolved without a lasting fix. Being left with an unstable connection after a technician visit, followed by ongoing “no internet” issues, is not the experience anyone should be having, particularly when you rely on the service daily. A fault has now been logged under reference WA*** and has been escalated for urgent attention with the relevant network team. This includes the ongoing “connected with no internet” condition, despite the ONT replacement, so it can be properly investigated at infrastructure level rather than repeated surface-level resets. At this stage, the focus is on ensuring the correct technical team gets involved to isolate the root cause and stop the cycle of temporary fixes and repeated wait times. The escalation has also flagged the extended downtime so it can be reviewed alongside your service history. Once there is feedback from the network team, an update will be shared immediately with the next concrete steps and expected resolution timeframe. The priority now is to stabilise the line and get this properly resolved without further delays. Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply07 May 2026, 09:05
Official
Hi Caryn, the frustration in your message is completely understandable, especially with the service being down since 21 April 2026 and repeated attempts to get this resolved without a lasting fix. Being left with an unstable connection after a technician visit, followed by ongoing “no internet” issues, is not the experience anyone should be having, particularly when you rely on the service daily. A fault has now been logged under reference WA*** and has been escalated for urgent attention with the relevant network team. This includes the ongoing “connected with no internet” condition, despite the ONT replacement, so it can be properly investigated at infrastructure level rather than repeated surface-level resets. At this stage, the focus is on ensuring the correct technical team gets involved to isolate the root cause and stop the cycle of temporary fixes and repeated wait times. The escalation has also flagged the extended downtime so it can be reviewed alongside your service history. Once there is feedback from the network team, an update will be shared immediately with the next concrete steps and expected resolution timeframe. The priority now is to stabilise the line and get this properly resolved without further delays. Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's replyOfficial
07 May 2026, 09:16Hello CarynWe understand how extremely frustrating this situation has been for you, especially with your fibre being down since 21 April 2026 despite multiple interventions, including an ONT replacement. Being left without a stable connection for over two weeks while repeatedly receiving generic timeframes is not the experience we want for you, and we completely acknowledge the impact this has had on your daily life and the services you rely on.We can confirm that our Faults team has identified an open case linked to your address, and this has now been escalated with our Vumatel partners for urgent technical review and further action. The escalation is specifically aimed at getting a deeper network-level investigation and a clearer resolution path beyond standard troubleshooting.The Vumatel fault reference number associated with your case is # ***3, so you have full visibility for tracking purposes.We also want to address your concerns around repeated “24–72 hour” feedback. We understand how unacceptable it feels when those timeframes lapse without resolution. In this case, the issue has moved beyond a standard line fault and is now being treated as a priority escalation with the fibre network operator to resolve the underlying network or line stability issue affecting your connection.Regarding billing and service continuity, we hear your concern clearly. Any downtime review, credit consideration, or account impact will need to be assessed once the fault has been fully resolved and the service stability period is confirmed. We will ensure this is reviewed fairly based on the full fault timeline.At this stage, our focus is firmly on:
Warm regards,
Webafrica Crew
- Driving urgent feedback from our Vumatel partners.
- Restoring stable connectivity as quickly as possible
- Ensuring your case remains actively monitored until resolved
Warm regards,
Webafrica Crew
Webafrica's reply07 May 2026, 09:16
Official
Hello CarynWe understand how extremely frustrating this situation has been for you, especially with your fibre being down since 21 April 2026 despite multiple interventions, including an ONT replacement. Being left without a stable connection for over two weeks while repeatedly receiving generic timeframes is not the experience we want for you, and we completely acknowledge the impact this has had on your daily life and the services you rely on.We can confirm that our Faults team has identified an open case linked to your address, and this has now been escalated with our Vumatel partners for urgent technical review and further action. The escalation is specifically aimed at getting a deeper network-level investigation and a clearer resolution path beyond standard troubleshooting.The Vumatel fault reference number associated with your case is # ***3, so you have full visibility for tracking purposes.We also want to address your concerns around repeated “24–72 hour” feedback. We understand how unacceptable it feels when those timeframes lapse without resolution. In this case, the issue has moved beyond a standard line fault and is now being treated as a priority escalation with the fibre network operator to resolve the underlying network or line stability issue affecting your connection.Regarding billing and service continuity, we hear your concern clearly. Any downtime review, credit consideration, or account impact will need to be assessed once the fault has been fully resolved and the service stability period is confirmed. We will ensure this is reviewed fairly based on the full fault timeline.At this stage, our focus is firmly on:
Warm regards,
Webafrica Crew
- Driving urgent feedback from our Vumatel partners.
- Restoring stable connectivity as quickly as possible
- Ensuring your case remains actively monitored until resolved
Warm regards,
Webafrica Crew
CJ
Caryn J's updateReviewer Update
08 May 2026, 16:10Update: This issue is still not resolved. My fibre has now been down since 21 April.
Since my original complaint, I have received no meaningful feedback or resolution from Webafrica. The same “24–72 hour escalation” response has been repeated, with no action taken.
As of today, there is still:
– No confirmed technician visit
– No clear explanation of the fault
– No timeline for resolution
My service is due for billing, yet I have had no usable internet for weeks. This is affecting my ability to work and use services I am paying for.
I need urgent intervention today. At minimum, I expect confirmation of when this will be fixed and how the downtime will be handled on my account.
This situation cannot continue unresolved.
Since my original complaint, I have received no meaningful feedback or resolution from Webafrica. The same “24–72 hour escalation” response has been repeated, with no action taken.
As of today, there is still:
– No confirmed technician visit
– No clear explanation of the fault
– No timeline for resolution
My service is due for billing, yet I have had no usable internet for weeks. This is affecting my ability to work and use services I am paying for.
I need urgent intervention today. At minimum, I expect confirmation of when this will be fixed and how the downtime will be handled on my account.
This situation cannot continue unresolved.
CJ
Caryn J's update08 May 2026, 16:10
Reviewer Update
Update: This issue is still not resolved. My fibre has now been down since 21 April.
Since my original complaint, I have received no meaningful feedback or resolution from Webafrica. The same “24–72 hour escalation” response has been repeated, with no action taken.
As of today, there is still:
– No confirmed technician visit
– No clear explanation of the fault
– No timeline for resolution
My service is due for billing, yet I have had no usable internet for weeks. This is affecting my ability to work and use services I am paying for.
I need urgent intervention today. At minimum, I expect confirmation of when this will be fixed and how the downtime will be handled on my account.
This situation cannot continue unresolved.
Since my original complaint, I have received no meaningful feedback or resolution from Webafrica. The same “24–72 hour escalation” response has been repeated, with no action taken.
As of today, there is still:
– No confirmed technician visit
– No clear explanation of the fault
– No timeline for resolution
My service is due for billing, yet I have had no usable internet for weeks. This is affecting my ability to work and use services I am paying for.
I need urgent intervention today. At minimum, I expect confirmation of when this will be fixed and how the downtime will be handled on my account.
This situation cannot continue unresolved.
Webafrica's replyOfficial
08 May 2026, 16:26Hi Caryn,
We understand how concerning it is to still be without a connection after such an extended period, especially when it’s affecting your ability to work and use the services you’re paying for. We recognise how difficult this has been with the continued lack of clear progress and want to reassure you that our Faults Team is actively working with our Vumatel partners on your case. The issue remains a priority, and the escalation is still in place to drive a network‑level resolution rather than repeated standard troubleshooting. The teams involved are continuing to engage with Vumatel to restore stable connectivity, and further updates will be provided as soon as new feedback is received.
Warm regards,
Webafrica Crew
We understand how concerning it is to still be without a connection after such an extended period, especially when it’s affecting your ability to work and use the services you’re paying for. We recognise how difficult this has been with the continued lack of clear progress and want to reassure you that our Faults Team is actively working with our Vumatel partners on your case. The issue remains a priority, and the escalation is still in place to drive a network‑level resolution rather than repeated standard troubleshooting. The teams involved are continuing to engage with Vumatel to restore stable connectivity, and further updates will be provided as soon as new feedback is received.
Warm regards,
Webafrica Crew
Webafrica's reply08 May 2026, 16:26
Official
Hi Caryn,
We understand how concerning it is to still be without a connection after such an extended period, especially when it’s affecting your ability to work and use the services you’re paying for. We recognise how difficult this has been with the continued lack of clear progress and want to reassure you that our Faults Team is actively working with our Vumatel partners on your case. The issue remains a priority, and the escalation is still in place to drive a network‑level resolution rather than repeated standard troubleshooting. The teams involved are continuing to engage with Vumatel to restore stable connectivity, and further updates will be provided as soon as new feedback is received.
Warm regards,
Webafrica Crew
We understand how concerning it is to still be without a connection after such an extended period, especially when it’s affecting your ability to work and use the services you’re paying for. We recognise how difficult this has been with the continued lack of clear progress and want to reassure you that our Faults Team is actively working with our Vumatel partners on your case. The issue remains a priority, and the escalation is still in place to drive a network‑level resolution rather than repeated standard troubleshooting. The teams involved are continuing to engage with Vumatel to restore stable connectivity, and further updates will be provided as soon as new feedback is received.
Warm regards,
Webafrica Crew