Extremely Poor Customer Support and No Resolution After 3 Days

My experience with Webafrica has been, without question, the worst customer support experience I have ever encountered. I have been experiencing unstable and very slow internet speeds. Webafrica only offers support via their App and WhatsApp, with no option to speak directly to a help desk or representative telephonically. On 9 February, I spent three hours waiting for assistance, with no support or resolution. In an attempt to solve the problem myself, I decided to upgrade my fibre package from 150/150 Mbps to 300/200 Mbps, which then required another hour of waiting. I was assured the upgrade would be activated within 24 hours. Instead, the situation deteriorated! On 10 February, I began trying to report the issue again at 08:30 using the App, WhatsApp, and my browser. After chatting to a bot for nearly an hour, I finally reached a human consultant. By 12:30, the problem was still unresolved. I was transferred between multiple departments, each time facing long waiting periods. In addition I was then informed — without explanation — that my upgrade had been cancelled. No one could identify the problem with the fibre/router, yet they were also unable to send out a technician. Also no reference numbers or customer experience feedback options. By day 3, my order status still showed “Provisioning” on the APP. I again attempted to get confirmation via live chat. The verification process alone took 30 minutes. After another hour, I was told the request had now been logged and that they were waiting for Octotel to respond, which could take an additional 72 hours. In total, I have spent most of three days trying to get assistance, without success. I am paying R949 per month for a substandard product and virtually non-existent support. This is not only frustrating — it is disrespectful to customers’ time and money. I would strongly caution anyone considering Webafrica to think carefully before signing up.