NM
Nombulelo M
1 reviews | Active since Feb 2020
26 May 2026, 12:47
Fibre Never Worked but WebAfrica Refuses Line Release Without R999 Fee
I signed up with Webafrica fibre on 1 May 2026 and only received the router on 13 May 2026. Since signup, the fibre line was never activated and I never received usable internet service.
For weeks, I followed up daily and was repeatedly told to wait 24–48 hours due to MetroFibre activation delays and pending backend tickets.
Because the service was never activated, I requested cancellation on 25 May 2026. I was then informed that:
* I would be charged a R999 termination fee; and * the fibre line would only be released to other ISPs on 1 July 2026.
I have written proof confirming the line was never active from signup date until cancellation request date, including repeated acknowledgements from support regarding failed activation and delays.
I have formally requested:
* proof that the service was ever activated; * justification for charging termination fees for services not rendered; * and immediate release of the line.
To date, the matter remains unresolved.
Helpful (0)
Replies (11)0
Replies (11)
Webafrica's replyOfficial
26 May 2026, 13:11Hi Nombulelo,
We understand how disappointing and stressful this has been, especially when the sign‑up and activation process should have been smooth from the beginning. This is not the experience we want any Webafrica client to have.
We’ve reviewed your account and can confirm that you’ve been in contact with the Cancellations Team and agreed to allow us the opportunity to resolve the connectivity issue. Following troubleshooting, a fault was logged yesterday with the network provider to provide further assistance. The Faults Team is actively engaging with the network provider, the matter has been flagged as urgent, and it remains a priority. You will be updated as soon as feedback becomes available. We’ll continue driving this to resolution and keep you informed.
If you need any further assistance, please reach out via Hello Peter, and we’ll continue assisting.
Warm regards,
Webafrica Crew
We understand how disappointing and stressful this has been, especially when the sign‑up and activation process should have been smooth from the beginning. This is not the experience we want any Webafrica client to have.
We’ve reviewed your account and can confirm that you’ve been in contact with the Cancellations Team and agreed to allow us the opportunity to resolve the connectivity issue. Following troubleshooting, a fault was logged yesterday with the network provider to provide further assistance. The Faults Team is actively engaging with the network provider, the matter has been flagged as urgent, and it remains a priority. You will be updated as soon as feedback becomes available. We’ll continue driving this to resolution and keep you informed.
If you need any further assistance, please reach out via Hello Peter, and we’ll continue assisting.
Warm regards,
Webafrica Crew
Webafrica's reply26 May 2026, 13:11
Official
Hi Nombulelo,
We understand how disappointing and stressful this has been, especially when the sign‑up and activation process should have been smooth from the beginning. This is not the experience we want any Webafrica client to have.
We’ve reviewed your account and can confirm that you’ve been in contact with the Cancellations Team and agreed to allow us the opportunity to resolve the connectivity issue. Following troubleshooting, a fault was logged yesterday with the network provider to provide further assistance. The Faults Team is actively engaging with the network provider, the matter has been flagged as urgent, and it remains a priority. You will be updated as soon as feedback becomes available. We’ll continue driving this to resolution and keep you informed.
If you need any further assistance, please reach out via Hello Peter, and we’ll continue assisting.
Warm regards,
Webafrica Crew
We understand how disappointing and stressful this has been, especially when the sign‑up and activation process should have been smooth from the beginning. This is not the experience we want any Webafrica client to have.
We’ve reviewed your account and can confirm that you’ve been in contact with the Cancellations Team and agreed to allow us the opportunity to resolve the connectivity issue. Following troubleshooting, a fault was logged yesterday with the network provider to provide further assistance. The Faults Team is actively engaging with the network provider, the matter has been flagged as urgent, and it remains a priority. You will be updated as soon as feedback becomes available. We’ll continue driving this to resolution and keep you informed.
If you need any further assistance, please reach out via Hello Peter, and we’ll continue assisting.
Warm regards,
Webafrica Crew
NM
Nombulelo M's updateReviewer Update
26 May 2026, 13:20Hello Webafrica,
Thank you for your response. And kindly note that I cancelled my services with WebAfrica even after the numerous escalations and complaints and this is the log number: WA***
Your reply confirms that there was an unresolved connectivity issue requiring troubleshooting, fault logging, and ongoing engagement with the network provider.
However, my concern remains unanswered:
At no point from signup date until cancellation request date did I receive an active and usable internet service.
I therefore again request:
- proof that the fibre line was successfully activated and operational during this period;
- confirmation of the exact activation date and time;
- clarification on how a R999 termination fee can apply to services that were never rendered;
- and confirmation regarding the release date of the fibre line for migration to another ISP.
I have sufficient written proof confirming the line was never active during this period, including repeated acknowledgements from support regarding delays and pending activation
NM
Nombulelo M's update26 May 2026, 13:20
Reviewer Update
Hello Webafrica,
Thank you for your response. And kindly note that I cancelled my services with WebAfrica even after the numerous escalations and complaints and this is the log number: WA***
Your reply confirms that there was an unresolved connectivity issue requiring troubleshooting, fault logging, and ongoing engagement with the network provider.
However, my concern remains unanswered:
At no point from signup date until cancellation request date did I receive an active and usable internet service.
I therefore again request:
- proof that the fibre line was successfully activated and operational during this period;
- confirmation of the exact activation date and time;
- clarification on how a R999 termination fee can apply to services that were never rendered;
- and confirmation regarding the release date of the fibre line for migration to another ISP.
I have sufficient written proof confirming the line was never active during this period, including repeated acknowledgements from support regarding delays and pending activation
NM
Nombulelo M's updateReviewer Update
26 May 2026, 13:36However, my concern is that my formal cancellation request and dispute regarding the R999 termination fee have still not been addressed.
Your response appears focused on continuing troubleshooting and retaining the service, despite the fact that I have already officially requested cancellation due to the service never being successfully activated or rendered.
To date, I still have not received:
- proof that the fibre line was ever active and operational;
- justification for charging termination fees for services not rendered;
- or confirmation regarding the release date of the fibre line for migration to another ISP.
This matter is therefore no longer simply a technical support issue, but a formal dispute regarding cancellation penalties and delayed line release for a service that was never successfully provided.
NM
Nombulelo M's update26 May 2026, 13:36
Reviewer Update
However, my concern is that my formal cancellation request and dispute regarding the R999 termination fee have still not been addressed.
Your response appears focused on continuing troubleshooting and retaining the service, despite the fact that I have already officially requested cancellation due to the service never being successfully activated or rendered.
To date, I still have not received:
- proof that the fibre line was ever active and operational;
- justification for charging termination fees for services not rendered;
- or confirmation regarding the release date of the fibre line for migration to another ISP.
This matter is therefore no longer simply a technical support issue, but a formal dispute regarding cancellation penalties and delayed line release for a service that was never successfully provided.
Webafrica's replyOfficial
26 May 2026, 14:12Hi Nombulelo,
Thank you for clearly outlining your concerns. We understand how frustrating this has been, especially when your intention to cancel and formally dispute the termination fee has not yet been addressed. This should have been handled more clearly and efficiently, and it’s understandable that the focus on continued troubleshooting feels misaligned with what you have formally requested.
We acknowledge that this is no longer only a technical matter, but a formal cancellation and billing dispute. A request has been sent to the Cancellations Team to reach out to you directly and provide further assistance in addressing your concerns, including the cancellation request, the disputed termination fee, and the status of the fibre line release. They have been asked to engage with you directly to ensure clarity and proper resolution.
Warm regards,
Webafrica Crew
Thank you for clearly outlining your concerns. We understand how frustrating this has been, especially when your intention to cancel and formally dispute the termination fee has not yet been addressed. This should have been handled more clearly and efficiently, and it’s understandable that the focus on continued troubleshooting feels misaligned with what you have formally requested.
We acknowledge that this is no longer only a technical matter, but a formal cancellation and billing dispute. A request has been sent to the Cancellations Team to reach out to you directly and provide further assistance in addressing your concerns, including the cancellation request, the disputed termination fee, and the status of the fibre line release. They have been asked to engage with you directly to ensure clarity and proper resolution.
Warm regards,
Webafrica Crew
Webafrica's reply26 May 2026, 14:12
Official
Hi Nombulelo,
Thank you for clearly outlining your concerns. We understand how frustrating this has been, especially when your intention to cancel and formally dispute the termination fee has not yet been addressed. This should have been handled more clearly and efficiently, and it’s understandable that the focus on continued troubleshooting feels misaligned with what you have formally requested.
We acknowledge that this is no longer only a technical matter, but a formal cancellation and billing dispute. A request has been sent to the Cancellations Team to reach out to you directly and provide further assistance in addressing your concerns, including the cancellation request, the disputed termination fee, and the status of the fibre line release. They have been asked to engage with you directly to ensure clarity and proper resolution.
Warm regards,
Webafrica Crew
Thank you for clearly outlining your concerns. We understand how frustrating this has been, especially when your intention to cancel and formally dispute the termination fee has not yet been addressed. This should have been handled more clearly and efficiently, and it’s understandable that the focus on continued troubleshooting feels misaligned with what you have formally requested.
We acknowledge that this is no longer only a technical matter, but a formal cancellation and billing dispute. A request has been sent to the Cancellations Team to reach out to you directly and provide further assistance in addressing your concerns, including the cancellation request, the disputed termination fee, and the status of the fibre line release. They have been asked to engage with you directly to ensure clarity and proper resolution.
Warm regards,
Webafrica Crew
NM
Nombulelo M's updateReviewer Update
26 May 2026, 14:33Thank you for your response and for acknowledging that this matter is now a formal cancellation, billing, and fibre line release dispute.
At this stage, I am requesting formal resolution rather than continued troubleshooting, as the cancellation request has already been submitted.
I therefore request urgent written confirmation regarding:
- Webafrica’s formal position regarding the disputed termination fee;
- and an expedited fibre line released to allow migration to another ISP, as waiting until 1 July 2026 despite never receiving usable internet service is unreasonable under the circumstances.
For clarity, I wish to reiterate the following:
1. The fibre service was never successfully activated or rendered to me from signup date until cancellation request date;
2. I have sufficient written proof confirming ongoing activation delays, unresolved connectivity issues, and repeated acknowledgements from support regarding pending activation;
3. I formally dispute liability for the R999 termination fee for services that were never successfully provided.
Given the duration of this matter and the fact that I have been without usable internet service since signup, I trust this matter will now be resolved urgently and fairly.
NM
Nombulelo M's update26 May 2026, 14:33
Reviewer Update
Thank you for your response and for acknowledging that this matter is now a formal cancellation, billing, and fibre line release dispute.
At this stage, I am requesting formal resolution rather than continued troubleshooting, as the cancellation request has already been submitted.
I therefore request urgent written confirmation regarding:
- Webafrica’s formal position regarding the disputed termination fee;
- and an expedited fibre line released to allow migration to another ISP, as waiting until 1 July 2026 despite never receiving usable internet service is unreasonable under the circumstances.
For clarity, I wish to reiterate the following:
1. The fibre service was never successfully activated or rendered to me from signup date until cancellation request date;
2. I have sufficient written proof confirming ongoing activation delays, unresolved connectivity issues, and repeated acknowledgements from support regarding pending activation;
3. I formally dispute liability for the R999 termination fee for services that were never successfully provided.
Given the duration of this matter and the fact that I have been without usable internet service since signup, I trust this matter will now be resolved urgently and fairly.
Webafrica's replyOfficial
26 May 2026, 14:40Hi Nombulelo,
Profile ref# W***
We have arranged for our cancellation team to get in touch to further assist you with the next steps and to address the above directly ASAP.
Warm regards,
Webafrica Crew
Profile ref# W***
We have arranged for our cancellation team to get in touch to further assist you with the next steps and to address the above directly ASAP.
Warm regards,
Webafrica Crew
Webafrica's reply26 May 2026, 14:40
Official
Hi Nombulelo,
Profile ref# W***
We have arranged for our cancellation team to get in touch to further assist you with the next steps and to address the above directly ASAP.
Warm regards,
Webafrica Crew
Profile ref# W***
We have arranged for our cancellation team to get in touch to further assist you with the next steps and to address the above directly ASAP.
Warm regards,
Webafrica Crew
NM
Nombulelo M's updateReviewer Update
26 May 2026, 15:27Update:
Webafrica has now confirmed in writing that:
- my cancellation has been processed immediately; and
- I will not be liable for the R999 cancellation fee.
However, the remaining issue is that during a phone call I was advised that the fibre line would be released for migration to another ISP within approximately 5 days, but this was never confirmed in writing.
When I attempted to request written confirmation, the ticket was immediately closed and I received an automated response stating that the mailbox is unmanned and the ticket cannot be reopened.
After being without usable internet service since signup, I simply require proper written confirmation regarding the fibre line release timeline so that I may proceed with another ISP without further delays.
I trust Webafrica will now formally confirm the line release process and timelines in writing.
NM
Nombulelo M's update26 May 2026, 15:27
Reviewer Update
Update:
Webafrica has now confirmed in writing that:
- my cancellation has been processed immediately; and
- I will not be liable for the R999 cancellation fee.
However, the remaining issue is that during a phone call I was advised that the fibre line would be released for migration to another ISP within approximately 5 days, but this was never confirmed in writing.
When I attempted to request written confirmation, the ticket was immediately closed and I received an automated response stating that the mailbox is unmanned and the ticket cannot be reopened.
After being without usable internet service since signup, I simply require proper written confirmation regarding the fibre line release timeline so that I may proceed with another ISP without further delays.
I trust Webafrica will now formally confirm the line release process and timelines in writing.
Webafrica's replyOfficial
26 May 2026, 15:46Hi Nombulelo,
Thank you for the update, and we’re glad to hear that you’ve received written confirmation regarding the cancellation and that the termination fee has been waived. We understand how important it is to now have clear, written confirmation around the fibre line release timeline, especially after being without a usable service since signup.
To ensure there is no further uncer*****y, we have requested the Cancellations Team to email you directly with formal written confirmation of the line release process and expected timelines. This will allow you to proceed with another ISP confidently and without additional delays.
Warm regards,
Webafrica Crew
Thank you for the update, and we’re glad to hear that you’ve received written confirmation regarding the cancellation and that the termination fee has been waived. We understand how important it is to now have clear, written confirmation around the fibre line release timeline, especially after being without a usable service since signup.
To ensure there is no further uncer*****y, we have requested the Cancellations Team to email you directly with formal written confirmation of the line release process and expected timelines. This will allow you to proceed with another ISP confidently and without additional delays.
Warm regards,
Webafrica Crew
Webafrica's reply26 May 2026, 15:46
Official
Hi Nombulelo,
Thank you for the update, and we’re glad to hear that you’ve received written confirmation regarding the cancellation and that the termination fee has been waived. We understand how important it is to now have clear, written confirmation around the fibre line release timeline, especially after being without a usable service since signup.
To ensure there is no further uncer*****y, we have requested the Cancellations Team to email you directly with formal written confirmation of the line release process and expected timelines. This will allow you to proceed with another ISP confidently and without additional delays.
Warm regards,
Webafrica Crew
Thank you for the update, and we’re glad to hear that you’ve received written confirmation regarding the cancellation and that the termination fee has been waived. We understand how important it is to now have clear, written confirmation around the fibre line release timeline, especially after being without a usable service since signup.
To ensure there is no further uncer*****y, we have requested the Cancellations Team to email you directly with formal written confirmation of the line release process and expected timelines. This will allow you to proceed with another ISP confidently and without additional delays.
Warm regards,
Webafrica Crew
NM
Nombulelo M's updateReviewer Update
30 May 2026, 20:10Further update:
While I appreciate that Webafrica has now confirmed in writing that:
- my cancellation has been processed;
- the R999 cancellation fee has been waived; and
- the fibre line release generally takes 3–5 days,
I remain concerned by the contradictory information I am continuing to receive. After receiving written confirmation that my cancellation had been processed immediately, I subsequently received:
- emails stating that my fibre service was active;
- emails indicating that my order had been accepted and submitted;
- and WhatsApp confirmation stating that my cancellation would only take effect on 1 July 2026.
In addition, when these contradictions were raised and supporting evidence was provided via WhatsApp, communication ceased without clarification. I am therefore requesting one final written confirmation regarding:
- The actual cancellation date of my service;
- Whether the service is currently active or cancelled;
- The reason activation and order emails were sent after cancellation confirmation;
- The status of the fibre line release process; and
- Clarification regarding the balance currently reflected on my account.
I would appreciate a single, consistent written position so that this matter can be concluded without further confusion.
NM
Nombulelo M's update30 May 2026, 20:10
Reviewer Update
Further update:
While I appreciate that Webafrica has now confirmed in writing that:
- my cancellation has been processed;
- the R999 cancellation fee has been waived; and
- the fibre line release generally takes 3–5 days,
I remain concerned by the contradictory information I am continuing to receive. After receiving written confirmation that my cancellation had been processed immediately, I subsequently received:
- emails stating that my fibre service was active;
- emails indicating that my order had been accepted and submitted;
- and WhatsApp confirmation stating that my cancellation would only take effect on 1 July 2026.
In addition, when these contradictions were raised and supporting evidence was provided via WhatsApp, communication ceased without clarification. I am therefore requesting one final written confirmation regarding:
- The actual cancellation date of my service;
- Whether the service is currently active or cancelled;
- The reason activation and order emails were sent after cancellation confirmation;
- The status of the fibre line release process; and
- Clarification regarding the balance currently reflected on my account.
I would appreciate a single, consistent written position so that this matter can be concluded without further confusion.
NM
Nombulelo M's updateReviewer Update
31 May 2026, 15:58Further update:
Since my previous update, I have now discovered that a debit order was submitted against my bank account on 30 May 2026 despite receiving written confirmation from Webafrica that:
- my cancellation had been processed immediately;
- the R999 cancellation fee had been waived; and
- the fibre line release process had been initiated.
This is in addition to the contradictory information already received, including:
- emails confirming that my fibre service was active after cancellation;
- emails confirming that my order had been accepted after cancellation;
- WhatsApp communication indicating that cancellation would only take effect on 1 July 2026;
- and account balances continuing to appear on my profile.
I therefore request a final written clarification regarding:
- The effective cancellation date of my service;
- Whether the service is currently active or cancelled;
- Why debit orders are still being submitted after written cancellation confirmation;
- The reason activation and order emails were sent after cancellation;
- The current account balance and billing status; and
- The status of the fibre line release process.
At present, I have received multiple conflicting versions of events from different Webafrica channels and would appreciate one clear and consistent written position.
NM
Nombulelo M's update31 May 2026, 15:58
Reviewer Update
Further update:
Since my previous update, I have now discovered that a debit order was submitted against my bank account on 30 May 2026 despite receiving written confirmation from Webafrica that:
- my cancellation had been processed immediately;
- the R999 cancellation fee had been waived; and
- the fibre line release process had been initiated.
This is in addition to the contradictory information already received, including:
- emails confirming that my fibre service was active after cancellation;
- emails confirming that my order had been accepted after cancellation;
- WhatsApp communication indicating that cancellation would only take effect on 1 July 2026;
- and account balances continuing to appear on my profile.
I therefore request a final written clarification regarding:
- The effective cancellation date of my service;
- Whether the service is currently active or cancelled;
- Why debit orders are still being submitted after written cancellation confirmation;
- The reason activation and order emails were sent after cancellation;
- The current account balance and billing status; and
- The status of the fibre line release process.
At present, I have received multiple conflicting versions of events from different Webafrica channels and would appreciate one clear and consistent written position.
Webafrica's replyOfficial
01 Jun 2026, 16:32Hi Nombulelo, thank you for your message.
This has been logged for investigation with our Complaints Team and has been prioritised for review due to the conflicting billing and service information provided. They will further investigate the cancellation status, debit order submission, billing history, fibre release process, and all related system updates, and will provide you with a single consolidated written response addressing each of your queries once complete.
Warm Regards,
Webafrica team
Warm Regards,
Webafrica team
Webafrica's reply01 Jun 2026, 16:32
Official
Hi Nombulelo, thank you for your message.
This has been logged for investigation with our Complaints Team and has been prioritised for review due to the conflicting billing and service information provided. They will further investigate the cancellation status, debit order submission, billing history, fibre release process, and all related system updates, and will provide you with a single consolidated written response addressing each of your queries once complete.
Warm Regards,
Webafrica team
Warm Regards,
Webafrica team