Extremely poor customer service and incorrect troubleshooting

Extremely poor customer service and incorrect troubleshooting

I’m extremely disappointed with the service I’ve received from Webafrica. I initially had a simple issue where my router was connected but I wasn’t receiving internet. I clearly explained that my fibre line was working and that the issue appeared to be with the ISP connection/configuration.

I was assisted by an agent named Nangamso, who instructed me to reset my router despite me specifically warning that this would factory-reset it and remove the ISP configuration. I followed his instructions, and the situation is now worse: my router is no longer appearing on my phone and I have no internet connection. Despite repeatedly explaining that my fibre line is not the issue, the matter was logged as a fibre line fault, and I’m now receiving SMSs/emails saying it may take up to 72 business hours to resolve.

I also raised an issue regarding my Webafrica top-up, which is still showing as linked to my account but is no longer being app****, and this was not properly investigated either. Communication has also been extremely poor, with long delays between responses and my subsequent agent not responding at all.

I simply want Webafrica to take responsibility, restore my internet, investigate the actual ISP/configuration issue, and resolve my missing top-up. I should not have to repeatedly explain the same problem just to receive basic assistance.