TZ
Thando Z
1 reviews | Active since Nov 2024
16 Mar 2026, 12:54
Extremely Poor Support & No Resolution – Internet Disconnected for Days
I am extremely frustrated with the lack of support and service from Webafrica.
On 12 March 2026, my internet was disconnected. I contacted support and was told I needed to make a payment. I made the payment immediately and sent proof, and an agent restored the connection.
However, on 13 March 2026 at around 7am, the internet was disconnected again. Since then, I have spent hours on Webafrica’s WhatsApp support chat trying to get assistance.
Unfortunately, the experience has been extremely poor. I keep getting transferred from one agent to another, with no one able to resolve the issue or provide clear feedback.
Webafrica advised that they were waiting on DNatel for the connection. On 16 March 2026, I contacted DNatel directly and they confirmed that there is nothing wrong on their side and the line is ready.
Despite this, my internet service has still not been restored.
It is now almost 1pm, and after days of trying to get assistance, there is still no resolution.
I have also: • Requested to speak to a manager or supervisor with no success • Sent emails to escalations with no response
At this point it feels like I am simply being ignored.
This level of support is unacceptable, especially considering that I rely on my internet connection for work. I would appreciate urgent intervention from Webafrica to resolve this issue and restore my service immediately.
Very disappointing service.
Helpful (0)
Replies (4)0
Replies (4)
Webafrica's replyOfficial
16 Mar 2026, 13:04Hi Thando, thank you for sharing your experience. We understand how frustrating it is to be without internet and the difficulties you’ve faced trying to get assistance.We have located your account, and as per our records, our order fulfilment team has sent an SMS requesting your proof of address to proceed with the reconnection of your service. Once the requested information is received, your internet will be restored promptly.We appreciate your patience and urge you to provide the requested details so we can get your connection back up and running as quickly as possible.Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply16 Mar 2026, 13:04
Official
Hi Thando, thank you for sharing your experience. We understand how frustrating it is to be without internet and the difficulties you’ve faced trying to get assistance.We have located your account, and as per our records, our order fulfilment team has sent an SMS requesting your proof of address to proceed with the reconnection of your service. Once the requested information is received, your internet will be restored promptly.We appreciate your patience and urge you to provide the requested details so we can get your connection back up and running as quickly as possible.Warm regards,
Webafrica Crew
Webafrica Crew
TZ
Thando Z's updateReviewer Update
16 Mar 2026, 14:46Update (16/03/2026):
To make matters worse, I have continued trying to resolve this through Webafrica’s WhatsApp support today with no success.
At 13:16, I sent a detailed explanation of the issue to Yushrah S on the WhatsApp support chat. I then sent the same information to Pricilla M at 13:26, and again at 13:50, as there was still no response or resolution.
Despite providing all the information multiple times, I was transferred yet again to another agent at 14:39, and my internet service is still not restored.
This constant transferring between agents without anyone taking ownership of the problem is extremely frustrating and a complete waste of a customer’s time. I have now spent days trying to get a simple service restoration, with no meaningful assistance from Webafrica.
To make matters worse, I have continued trying to resolve this through Webafrica’s WhatsApp support today with no success.
At 13:16, I sent a detailed explanation of the issue to Yushrah S on the WhatsApp support chat. I then sent the same information to Pricilla M at 13:26, and again at 13:50, as there was still no response or resolution.
Despite providing all the information multiple times, I was transferred yet again to another agent at 14:39, and my internet service is still not restored.
This constant transferring between agents without anyone taking ownership of the problem is extremely frustrating and a complete waste of a customer’s time. I have now spent days trying to get a simple service restoration, with no meaningful assistance from Webafrica.
TZ
Thando Z's update16 Mar 2026, 14:46
Reviewer Update
Update (16/03/2026):
To make matters worse, I have continued trying to resolve this through Webafrica’s WhatsApp support today with no success.
At 13:16, I sent a detailed explanation of the issue to Yushrah S on the WhatsApp support chat. I then sent the same information to Pricilla M at 13:26, and again at 13:50, as there was still no response or resolution.
Despite providing all the information multiple times, I was transferred yet again to another agent at 14:39, and my internet service is still not restored.
This constant transferring between agents without anyone taking ownership of the problem is extremely frustrating and a complete waste of a customer’s time. I have now spent days trying to get a simple service restoration, with no meaningful assistance from Webafrica.
To make matters worse, I have continued trying to resolve this through Webafrica’s WhatsApp support today with no success.
At 13:16, I sent a detailed explanation of the issue to Yushrah S on the WhatsApp support chat. I then sent the same information to Pricilla M at 13:26, and again at 13:50, as there was still no response or resolution.
Despite providing all the information multiple times, I was transferred yet again to another agent at 14:39, and my internet service is still not restored.
This constant transferring between agents without anyone taking ownership of the problem is extremely frustrating and a complete waste of a customer’s time. I have now spent days trying to get a simple service restoration, with no meaningful assistance from Webafrica.
TZ
Thando Z's updateReviewer Update
16 Mar 2026, 15:22Update:
Thank you for the response. However, I have already submitted my proof of residence as requested.
Despite this, I am still receiving the same automated response, and my internet service has still not been restored.
For clarity:
Thank you for the response. However, I have already submitted my proof of residence as requested.
Despite this, I am still receiving the same automated response, and my internet service has still not been restored.
For clarity:
- My internet was first disconnected on 12 March 2026, after which I made the required payment and sent proof. The service was restored.
- On 13 March 2026 at around 07:00, the internet was disconnected again.
- Since then, I have spent hours on WhatsApp support, being transferred between agents with no resolution.
- I have also already submitted my proof of residence, yet I keep receiving the same response asking for it again.
TZ
Thando Z's update16 Mar 2026, 15:22
Reviewer Update
Update:
Thank you for the response. However, I have already submitted my proof of residence as requested.
Despite this, I am still receiving the same automated response, and my internet service has still not been restored.
For clarity:
Thank you for the response. However, I have already submitted my proof of residence as requested.
Despite this, I am still receiving the same automated response, and my internet service has still not been restored.
For clarity:
- My internet was first disconnected on 12 March 2026, after which I made the required payment and sent proof. The service was restored.
- On 13 March 2026 at around 07:00, the internet was disconnected again.
- Since then, I have spent hours on WhatsApp support, being transferred between agents with no resolution.
- I have also already submitted my proof of residence, yet I keep receiving the same response asking for it again.
Webafrica's replyOfficial
16 Mar 2026, 15:52Hello Thando. Thank you for sharing these details with us. We completely understand how frustrating it must be to keep receiving automated responses despite submitting all required documents and to be without your internet service for several days. We appreciate you taking the time to provide a clear timeline and all the context. It really helps us act quickly on your behalf. We’ve reached out directly to the activation teams who work with DNATel. They will follow up with our DNATel partners and email you with an update and the way forward as soon as possible. This ensures your case is reviewed thoroughly by a senior technician and not lost in automated replies. We appreciate your patience while this is being resolved and are committed to getting your service fully restored without further delay.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew
Webafrica's reply16 Mar 2026, 15:52
Official
Hello Thando. Thank you for sharing these details with us. We completely understand how frustrating it must be to keep receiving automated responses despite submitting all required documents and to be without your internet service for several days. We appreciate you taking the time to provide a clear timeline and all the context. It really helps us act quickly on your behalf. We’ve reached out directly to the activation teams who work with DNATel. They will follow up with our DNATel partners and email you with an update and the way forward as soon as possible. This ensures your case is reviewed thoroughly by a senior technician and not lost in automated replies. We appreciate your patience while this is being resolved and are committed to getting your service fully restored without further delay.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew