1 reviews | Active since Jul 2020

03 Mar 2026, 17:55

Extremely Frustrating Fibre Move Process – No Real Support from WebAfrica

Item: Webafrica
Rating: 1
Author: Selby M

I have been a loyal WebAfrica customer for a number of years, and up until now I have had no major issues. However, trying to move my fibre service from one home to another has been one of the most frustrating customer service experiences I have ever encountered.

I followed the correct process on the WebAfrica web portal and submitted my move request as required. Since then, I have been forced to rely on the WhatsApp support channel for updates. Unfortunately, the WhatsApp support system simply does not work.

Each day I log onto WhatsApp to follow up. It takes up to an hour or more for an agent to respond. When someone finally does respond, I am asked to confirm all my details again, which I do. Then I am told that the agent cannot assist me and that I will be transferred to someone else. The cycle then starts all over again. This “pillar to post” process has now been repeating itself day after day.

There is no direct number to call. There is no way to speak to a person and resolve the matter properly. Everything is channelled through WhatsApp, and it is clearly not efficient for urgent matters like a home fibre relocation.

I have already moved into my new home and urgently need internet services. Instead, I am stuck in a loop of waiting, re-explaining, and being transferred with no clear progress or timeline. This is incredibly frustrating and unacceptable for a long-standing customer.

I am exhausted from chasing this daily. I simply need someone competent to take ownership of the request and provide a clear update and installation date.

WebAfrica, please assist urgently.

Helpful (0)

Replies (4)

Webafrica's replyOfficial

04 Mar 2026, 09:32

Hello Selby,

We can see how challenging this move has been, and it’s clear the process hasn’t been as smooth as it should be. We know how eager you are to get your connection working in your new home, and we’re here to help.

Your move request has been escalated to the relevant team, who will reach out to you directly to assist and help move the process along as quickly as possible.

We appreciate your patience while the team works on this. T^

Webafrica's reply04 Mar 2026, 09:32

Official

Hello Selby,

Your move request has been escalated to the relevant team, who will reach out to you directly to assist and help move the process along as quickly as possible.

We appreciate your patience while the team works on this. T^

Selby M's updateReviewer Update

04 Mar 2026, 11:13

Thank you for the response.

Unfortunately, the situation has still not improved. Today I again attempted to follow up through the WhatsApp channel, and the same cycle continues. I am moved from chat to chat, asked to confirm my details again, and then the chat eventually expires saying there has been no interaction. I then have to start the process all over again.

Despite your message saying the request has been escalated, no one has contacted me directly. I have not received a phone call or even an email providing any update or an estimated installation date.

At this point I am still completely in the dark regarding when the fibre relocation will actually happen. As someone who has already moved into the new home and urgently requires internet connectivity, this remains extremely frustrating.

All I am asking for is a clear update and a realistic ETA for the installation, as well as direct contact from someone who can take ownership of this request.

I look forward to hearing from your team as soon as possible.

Selby M's update04 Mar 2026, 11:13

Reviewer Update

Thank you for the response.

Despite your message saying the request has been escalated, no one has contacted me directly. I have not received a phone call or even an email providing any update or an estimated installation date.

All I am asking for is a clear update and a realistic ETA for the installation, as well as direct contact from someone who can take ownership of this request.

I look forward to hearing from your team as soon as possible.

Webafrica's replyOfficial

04 Mar 2026, 12:51

We completely understand how frustrating it must be to feel stuck in this cycle, especially after moving into your new home and needing your internet connection urgently.

Please rest assured that our Moving Home teams are actively reviewing your profile. They will email you directly with an update, including clear guidance on the next steps and a realistic ETA for your fibre relocation, as soon as possible.

Thank you for your patience while we work to get your connection restored smoothly. We will email you as soon as possible.

Webafrica's reply04 Mar 2026, 12:51

Official

We completely understand how frustrating it must be to feel stuck in this cycle, especially after moving into your new home and needing your internet connection urgently.

Thank you for your patience while we work to get your connection restored smoothly. We will email you as soon as possible.

Webafrica's replyOfficial

04 Mar 2026, 12:53

Hi Selby, we completely understand how frustrating this ongoing situation has been, especially given the urgent need for your internet connection at your new home.

Our team is currently busy reviewing the situation and will provide you with an update as soon as possible. We appreciate your patience while we work to ensure your fibre relocation is completed and your service is restored promptly. U^

Webafrica's reply04 Mar 2026, 12:53

Official

Hi Selby, we completely understand how frustrating this ongoing situation has been, especially given the urgent need for your internet connection at your new home.