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Will H

1 reviews | Active since Mar 2026

18 Mar 2026, 11:12

Fibre Down – No Resolution from Webafrica (MetroFibre)

I have been without internet connectivity on my MetroFibre line since Saturday 14 March 2026.

Despite logging a fault with Webafrica, the issue remains unresolved. There has been no clear communication, and I have not received confirmation of a MetroFibre (FNO) ticket number or escalation status. No reason for the continued outage has been provided.

This is a complete service outage, and I rely on this connection for work and my kids school work.

I request the following. Some urgency. Confirmation that the fault has been escalated to MetroFibre. The MetroFibre fault/ticket number. An estimated time to resolution.

If this is not resolved promptly, I will escalate the matter to ISPA.

0
Replies (21)
Webafrica
Webafrica's reply18 Mar 2026, 11:18
Official
Hi Will, we understand how disruptive it is to be without internet, especially when it’s needed for work and your children’s schooling. Your case has been escalated to our Faults Team, who are actively working to investigate and resolve the issue as quickly as possible. They will provide updates once progress is made and a resolution is confirmed. We appreciate your patience while this matter is being addressed and remain committed to restoring your service promptly. Warm Regards,
Webafrica Crew 
WH
Will H's update18 Mar 2026, 13:36
Reviewer Update
Thank you. I finally received a call from Metrofibre to inform me that they are reconnecting me today. It seems that webafrica gave the instruction to disconnect me. How is this possible? Why does it take 5 days to get sorted out?

Also, the only official way to get feedback is via the WhatsApp line. This is a long and painstaking process. You have to sort this out if you are serious about customer service.
Webafrica
Webafrica's reply18 Mar 2026, 13:54
Official
Hi Will, thank you for your update. We understand how frustrating this situation has been, especially with the delays and the need for clearer communication.Your case is currently with our Faults Team, who are working with MetroFibre to resolve the issue and investigate what caused the disruption. As we already have your account details, there’s nothing further needed from your side at this stage.The team will provide feedback as soon as there is progress, and we’ll ensure you’re kept informed along the way. We also hear your concerns regarding communication channels, and your feedback has been noted.Warm Regards,
Webafrica Crew
WH
Will H's update18 Mar 2026, 18:26
Reviewer Update
Dear Webafrica team. Despite a call from Metrofibre today promising that my connection will be restored by 5pm, I still do not have internet access restored. Please assist.
Webafrica
Webafrica's reply19 Mar 2026, 08:36
Official
Morning  Will. To move things forward, we have logged an urgent follow-up with the faults team to ensure you receive updates directly via SMS on the way forward as soon as possible. 

Warm regards, 
Webafrica Crew

Webafrica
Webafrica's reply19 Mar 2026, 10:45
Official
Hi Will,

We’ve received confirmation that the necessary corrections have been made. Please restart your router to restore your connection and test for internet access.

If you require any further assistance, feel free to send us a direct message on Hello Peter, and the team will be happy to help.

Thank you for your patience while your issue was being addressed.

Kind regards,
Webafrica Team
WH
Will H's update19 Mar 2026, 13:06
Reviewer Update
Thank you for the feedback. I will restart when I am home later and confirm if all is fixed.
Webafrica
Webafrica's reply19 Mar 2026, 14:03
Official
Hi Will,

You`re welcome. We`re here to help if you need any additional assistance.

Kind regards,
Webafrica Team


WH
Will H's update19 Mar 2026, 18:29
Reviewer Update
I restarted the Fibre ONT Fibre box and the router. I still have no internet signal. I received a message that the fault has been resolved and that the ticket has been closed. How is this possible without confirming with me that the issue is solved first. I am now again dealing with the terrible WhatsApp system. I am thinking that the more expensive fibre options with personal service is worth it.
WH
Will H's update19 Mar 2026, 19:15
Reviewer Update
I am once again being routed to the provisions team, who are not available due to business hours. Tomorrow will be day 7 without internet access. No reason given, no updates provided and no resolution. Surely it is obvious that this is not a good customer service model.
WH
Will H's update19 Mar 2026, 19:37
Reviewer Update
As I am only receiving feedback on this public platform, please check the following to see of this is a possible reason for the current problem. The address listed on my account is my old address, which was supp**** via Mitol. The new address after I moved has Metrofibre as a supplier. This is the correct service address. Is this not causing confusion, as my account does not reflect my new service address? I have asked for this to be corrected on multiple occasions.
Webafrica
Webafrica's reply20 Mar 2026, 07:24
Official
Morning Will

We are here for you. To move this forward, we have arranged a tech support call back to troubleshoot the connection and discuss the next steps as soon as possible. 

Warm regards, 
Webafrica Crew
WH
Will H's update20 Mar 2026, 11:50
Reviewer Update
Dear Webafrica crew, it is almost lunch time and I have still not been contacted by your tech support to get my issue resolved. I have been on the WhatsApp group all morning with promises to get my issue resolved and that I will be contacted. Still nothing. I also managed to contact metrofibre myself. They confirmed again that all is connected and good from their side. The issue lies with Webafrica. Pleaee can a technician call me before the end of today to get this sorted out. I do not wnat another weekend without connection. The data costs to keep my household running is too high.
Webafrica
Webafrica's reply20 Mar 2026, 12:05
Official
Hi Will, we completely understand how frustrating this has been, especially after waiting all morning and already reaching out to Metrofibre yourself. Being without a connection and facing additional data costs is understandably stressful. 

Your case has been escalated to our Order Fulfilment team, who will take a closer look and assist in resolving the issue. Updates regarding progress will be sent directly to you via SMS as soon as they are available. 

We appreciate your patience while your case is being closely monitored. 

Warm regards,
Webafrica Crew 
WH
Will H's update20 Mar 2026, 20:04
Reviewer Update
Dear Webafrica team, tomorrow will be day 8 of no Fibre connection and day 3 since resorting to asking for help on this platform. Yet another day of apologies and no action. I really hope that others will read this long email trail before choosing Web Africa as a service provider. I have been your customer for many years. When there is no technical issue, the product is good. As this experience demonstrates, the moment anything goes wrong... Good luck getting it resolved quickly and without frustration.
WH
Will H's update21 Mar 2026, 11:03
Reviewer Update
Dear Webafrica team. I have again spent the whole morning on the WhatsApp line You are again batting the issue back to Metro fibre. I have tried to stay civil, however, this is now becoming rediculous. I do not understand how your business tolerates this level of incompetence. You have promised me personal callbacks and sms updates. I have not received one call or sms from Webafrica. Any action that has been taken was due to my persistence on the WhatsApp line and this public platform. I will continue to post updates on this public platform to showcase how you are dealing with this issues ao that other customers can see what they are in for.
WH
Will H's update22 Mar 2026, 11:04
Reviewer Update
Good morning Webafrica team. This is day 9 of no resolution of my Fibre connection issue. Still zero feedback from Webafrica. I am now trying to chase progress myself with Metrofibre.
WH
Will H's update22 Mar 2026, 13:24
Reviewer Update
The connection was finally restored. After this experience I would not recommend Webafrica to anyone.
Webafrica
Webafrica's reply23 Mar 2026, 14:29
Official
Hi Will, we're glad to hear that your connection has been restored, but we completely understand your disappointment given the difficulties you experienced. Your frustration is valid, and we sincerely recognise the impact this situation had on your trust in our service. Your feedback is important and helps us improve the way we support our clients. If there’s anything further we can do to assist or make things right, please don’t hesitate to reach out to us directly. Warm regards,
The Webafrica Crew 
WH
Will H's update10 Apr 2026, 17:42
Reviewer Update
Web Africa finally came back to me with queries into alto do an investigation and then delivered some feedback. This took a while, but at least there was some attempt to investigate and feed back. They are also refunding me for the time I was down. Nowhere near the cost impact due to data costs, but at least a good gesture. I hope that they can use the information I provided to improve on their service and escalation policies.
Webafrica
Webafrica's reply13 Apr 2026, 12:54
Official
Hi Will, thank you for sharing your experience in detail, we really appreciate the balanced feedback. It’s good to hear that there was at least some follow-through in terms of investigating your issue and providing feedback, even though we understand the process took longer than expected. We also acknowledge your point around the delay,especially given the impact of being without service and the additional costs you had to cover during that time. We’re glad to hear the refund was processed as a gesture of goodwill, even though it doesn’t fully offset the inconvenience you experienced. Your feedback around escalation timelines and service recovery is extremely valuable, and it highlights exactly where we need to strengthen our processes to avoid similar delays in future. We also appreciate you taking the time to share what worked and what didn’t, insights like yours help us improve both communication and resolution speed when issues arise. If there’s anything still outstanding or you’d like us to double-check, we’re here to help. Warm regards,
Webafrica Crew