Extremely Dissatisfied with Service and Ongoing Issues with WiFi Reconnection

I am writing to express my deep dissatisfaction and frustration with the series of unfortunate events I have had to deal with regarding the reconnection of my WiFi service. This experience has been incredibly stressful and time-consuming, and it has left me questioning the quality and efficiency of their customer service.

While I acknowledge that I was unable to make my payment on time due to personal circumstances, this is not the first time I have been in this situation. I was fully aware of the process and understood that the usual procedure would be to contact their support team via chat (which, by the way, is the only method available to reach them, something I find quite limiting). However, this time around, my experience was nothing short of a disaster.

I first reached out via chat to request a payment link to settle my account, which I believed would resolve the issue and reconnect my service. Unfortunately, my interaction with their customer service team was abysmal. I had to deal with three different agents, all of whom kept transferring me without offering any proper explanations. After being transferred to the sales team, I discovered that they were already closed for the day, which left me in limbo. Eventually, I was informed that my line had been cancelled due to a system error, which was supposedly being fixed.

The next day, a new order was placed for me, and I received an email with payment details. I promptly made the payment. However, once the payment was processed, I was given an entirely new WiFi name and password. This caused significant inconvenience, as all of my devices were still connected to the old WiFi details, including my smart TV stick, which currently doesn't have a remote. This means that I cannot watch TV, and replacing the remote would require me to purchase an entirely new set, costing me over R1000.

Frustrated, I once again contacted Web Africa via chat. I spoke to over 10 different agents, trying to resolve this issue and revert my WiFi details back to the original ones. Despite being told it was escalated, I was repeatedly informed that it was not possible to change the WiFi details back. I was extremely upset, especially since I had been given conflicting information on multiple occasions.

To add insult to injury, when I returned home last night, I noticed that my WiFi name had, in fact, been changed back to the original one—something that the agent had assured me was impossible. There was no update or communication informing me that this change had been made, and as a result, my devices are now disconnected once again. I am still unable to reconnect them because of the issue with my smart TV stick and the lack of a remote.

This morning, I contacted their team once again to ask if they could check the history of my account to retrieve the old WiFi details. The agent I spoke to insisted that it was not possible to access that information, yet I am left wondering how it was possible to change the WiFi name back to the old one yesterday if this was the case.

This entire ordeal has been extremely frustrating, and I am beyond disappointed with the service I have received. On top of everything else, I made a payment on 16 September, but I am still being required to make the full payment for the month, despite the fact that my service is not fully operational. I am now paying for a service I can't even use for the majority of the month, which feels incredibly unfair.

Given all the issues I've faced, I will be exploring other service providers who can offer more reliable and efficient support. The incompetence and lack of clear communication throughout this entire process have left me with little confidence in continuing with their service.