MN
Melissa N
1 reviews | Active since Aug 2025
16 Apr 2026, 10:21
Formal Complaint – Unresolved Fibre Installation and Activation Issue (Order Placed 1 April 2026)
To Whom It May Concern,
I am writing to formally lodge a complaint against Webafrica regarding the unacceptable handling of my business fibre installation and activation.
I placed an order for a business fibre line on 1 April 2026. At the time of sale, the agent advised that installation and activation would take approximately 3–5 business days after payment was made. Payment of R1250 was processed promptly to ensure the order could proceed.
Contrary to what was communicated, the installation only took place on 15 April 2026 — well beyond the promised timeframe. During this period, I had to follow up twice to be informed that the order was still “provisioning,” as no proactive communication was provided.
Although the fibre was installed and the router delivered on 15 April 2026, the service remains unusable. The password provided on the router reflects as incorrect, preventing access to the network. Despite receiving an email from Webafrica confirming that the service was active and that I simply needed to plug in the router, this has not been the case.
Since then, I have engaged extensively with the WhatsApp technical support line. I have spoken to nearly ten different agents, repeatedly explaining the same issue. Instead of resolution or structured troubleshooting, I have been transferred continuously, with each agent providing conflicting information — including statements that the service is not active, despite written confirmation that it is. At no point has any meaningful troubleshooting assistance been provided.
It is deeply concerning that while the sales process was handled efficiently and enthusiastically, post-payment support has been entirely inadequate. Furthermore, I have been informed that there is no way to escalate the matter to a manager and that all communication must occur through the WhatsApp line, which has proven ineffective.
This is a business line purchased for operational purposes, and the ongoing delay is impacting our operations. I require immediate intervention to:
Confirm the true activation status of the line.
Resolve the router access issue.
Provide proper technical troubleshooting and escalation.
Should this matter not be resolved urgently, I will have no option but to escalate my complaint to the relevant regulatory authorities, including the Independent Communications Authority of South Africa (ICASA), and the Consumer Goods and Services Ombud.
I trust this matter will now receive the urgent attention it requires.
Helpful (0)
Replies (7)0
Replies (7)
Webafrica's replyOfficial
16 Apr 2026, 10:49Hello Melissa,
We understand how frustrating and unacceptable this experience must be, especially after being advised of a 3–5 business day turnaround and then experiencing significant delays, conflicting information, and an unusable service despite installation and payment being completed. The impact this is having on your business operations is fully acknowledged.
This matter has been escalated to the team responsible for order activations to urgently investigate the activation status.
They have been requested to review the case as a priority and provide you with a detailed email update once feedback is available.
If you need any further assistance, you are welcome to reach out via Hello Peter and the team will be happy to assist.
Warm regards,
Webafrica Crew
We understand how frustrating and unacceptable this experience must be, especially after being advised of a 3–5 business day turnaround and then experiencing significant delays, conflicting information, and an unusable service despite installation and payment being completed. The impact this is having on your business operations is fully acknowledged.
This matter has been escalated to the team responsible for order activations to urgently investigate the activation status.
They have been requested to review the case as a priority and provide you with a detailed email update once feedback is available.
If you need any further assistance, you are welcome to reach out via Hello Peter and the team will be happy to assist.
Warm regards,
Webafrica Crew
Webafrica's reply16 Apr 2026, 10:49
Official
Hello Melissa,
We understand how frustrating and unacceptable this experience must be, especially after being advised of a 3–5 business day turnaround and then experiencing significant delays, conflicting information, and an unusable service despite installation and payment being completed. The impact this is having on your business operations is fully acknowledged.
This matter has been escalated to the team responsible for order activations to urgently investigate the activation status.
They have been requested to review the case as a priority and provide you with a detailed email update once feedback is available.
If you need any further assistance, you are welcome to reach out via Hello Peter and the team will be happy to assist.
Warm regards,
Webafrica Crew
We understand how frustrating and unacceptable this experience must be, especially after being advised of a 3–5 business day turnaround and then experiencing significant delays, conflicting information, and an unusable service despite installation and payment being completed. The impact this is having on your business operations is fully acknowledged.
This matter has been escalated to the team responsible for order activations to urgently investigate the activation status.
They have been requested to review the case as a priority and provide you with a detailed email update once feedback is available.
If you need any further assistance, you are welcome to reach out via Hello Peter and the team will be happy to assist.
Warm regards,
Webafrica Crew
MN
Melissa N's updateReviewer Update
16 Apr 2026, 11:43Hopefully it does get sorted this time , as I'm still waiting as of now but still looking forward to a successful resolution email , thank you .
MN
Melissa N's update16 Apr 2026, 11:43
Reviewer Update
Hopefully it does get sorted this time , as I'm still waiting as of now but still looking forward to a successful resolution email , thank you .
Webafrica's replyOfficial
16 Apr 2026, 13:22Hello Melissa,
You’re most welcome.
Your request remains with the team handling order activations and is still being prioritised. You will receive an update via email as soon as there is progress.
Warm regards,
Webafrica Crew
You’re most welcome.
Your request remains with the team handling order activations and is still being prioritised. You will receive an update via email as soon as there is progress.
Warm regards,
Webafrica Crew
Webafrica's reply16 Apr 2026, 13:22
Official
Hello Melissa,
You’re most welcome.
Your request remains with the team handling order activations and is still being prioritised. You will receive an update via email as soon as there is progress.
Warm regards,
Webafrica Crew
You’re most welcome.
Your request remains with the team handling order activations and is still being prioritised. You will receive an update via email as soon as there is progress.
Warm regards,
Webafrica Crew
MN
Melissa N's updateReviewer Update
16 Apr 2026, 15:53Honestly at this point im ready to contact an ombudsman. I have waited until almost close of business day and still not feedback , call , email or any update from your end
I was proactive and still was in touch with an agent from the time the complaint was posted here and she is extremely unhelpful advising there is a delay on your side to get my router activated , despite the email I have received stating it is activated yesterday morning
Such ************ behaviour from a huge company
Yet I will be still billed for service that can't even be used
I was proactive and still was in touch with an agent from the time the complaint was posted here and she is extremely unhelpful advising there is a delay on your side to get my router activated , despite the email I have received stating it is activated yesterday morning
Such ************ behaviour from a huge company
Yet I will be still billed for service that can't even be used
MN
Melissa N's update16 Apr 2026, 15:53
Reviewer Update
Honestly at this point im ready to contact an ombudsman. I have waited until almost close of business day and still not feedback , call , email or any update from your end
I was proactive and still was in touch with an agent from the time the complaint was posted here and she is extremely unhelpful advising there is a delay on your side to get my router activated , despite the email I have received stating it is activated yesterday morning
Such ************ behaviour from a huge company
Yet I will be still billed for service that can't even be used
I was proactive and still was in touch with an agent from the time the complaint was posted here and she is extremely unhelpful advising there is a delay on your side to get my router activated , despite the email I have received stating it is activated yesterday morning
Such ************ behaviour from a huge company
Yet I will be still billed for service that can't even be used
Webafrica's replyOfficial
16 Apr 2026, 16:07Hello Melissa,
We understand your frustration, especially given the lack of timely updates and the impact this has had while you are still unable to fully use the service.
The matter is currently being reviewed, and it appears there has been an issue on the backend affecting the activation process. Our Activations Team is actively working on resolving this and will be providing you with an update as soon as possible.
The team is prioritising this to ensure it is corrected and your service is properly functional.
Warm regards,
Webafrica Crew
We understand your frustration, especially given the lack of timely updates and the impact this has had while you are still unable to fully use the service.
The matter is currently being reviewed, and it appears there has been an issue on the backend affecting the activation process. Our Activations Team is actively working on resolving this and will be providing you with an update as soon as possible.
The team is prioritising this to ensure it is corrected and your service is properly functional.
Warm regards,
Webafrica Crew
Webafrica's reply16 Apr 2026, 16:07
Official
Hello Melissa,
We understand your frustration, especially given the lack of timely updates and the impact this has had while you are still unable to fully use the service.
The matter is currently being reviewed, and it appears there has been an issue on the backend affecting the activation process. Our Activations Team is actively working on resolving this and will be providing you with an update as soon as possible.
The team is prioritising this to ensure it is corrected and your service is properly functional.
Warm regards,
Webafrica Crew
We understand your frustration, especially given the lack of timely updates and the impact this has had while you are still unable to fully use the service.
The matter is currently being reviewed, and it appears there has been an issue on the backend affecting the activation process. Our Activations Team is actively working on resolving this and will be providing you with an update as soon as possible.
The team is prioritising this to ensure it is corrected and your service is properly functional.
Warm regards,
Webafrica Crew
MN
Melissa N's updateReviewer Update
20 Apr 2026, 10:46This serves as a formal follow-up and escalation to my previous complaint regarding my business fibre service with Webafrica.
To date, I am still without a functioning service — yet I am being billed for a line I have not been able to use for even a single minute. I have been explicitly advised by your agents that there is “nothing they can do” regarding the billing. This is wholly unacceptable.
After once again spending a significant amount of time on the WhatsApp support line on Friday, repeatedly explaining the same issue to multiple agents, I was informed that the line still required activation. Later that day, I received another email from Webafrica confirming that the service was now active. I was subsequently contacted telephonically by a technical agent.
During a 30-minute troubleshooting call, I cooperated fully in attempting to resolve the matter. At the conclusion of that call, the agent advised that there is an issue with the line itself. I must stress that this is a brand-new installation, and it is unreasonable that I am dealing with technical line faults immediately after installation. The agent confirmed that a ticket had been logged on Friday morning.
Since then, I have received no feedback, no progress updates, and no communication whatsoever.
The pattern is clear:
1. Conflicting information from different agents
2. No proactive communication
3. No resolution
4. Ongoing billing for a non-functional service
I am now formally referring this matter to the Independent Communications Authority of South Africa (ICASA) and the Consumer Goods and Services Ombud for investigation. I will also be updating my complaint on HelloPeter to reflect the continued lack of resolution.
It is unreasonable that I must exhaust my own airtime, spend hours on WhatsApp support, and continuously repeat myself simply to obtain basic information — only to receive no productive feedback. This level of service is unacceptable at every level.
Your company had no delay in requesting and processing the R1250 installation payment to proceed with the order. However, when it comes to delivering the actual service or discussing a refund for a service that has not been rendered, I am told that nothing can be done. This raises serious concerns regarding compliance with consumer protection standards.
I am fully aware of my rights as a consumer under South African law. Billing a client for a service that has not been provided, while failing to resolve installation defects within a reasonable timeframe, is not acceptable business practice.
I require, as a matter of urgency:
Immediate written confirmation of the exact status of the line.
A clear timeline for resolution.
Written confirmation that billing will be suspended until the service is fully functional.
Clarification on the process for refunding installation fees should the matter not be resolved without further delay.
Should this not be resolved immediately, I will proceed with formal regulatory escalation and recovery processes without further notice.
I expect a written response within 24 hours.
Kind regards.
To date, I am still without a functioning service — yet I am being billed for a line I have not been able to use for even a single minute. I have been explicitly advised by your agents that there is “nothing they can do” regarding the billing. This is wholly unacceptable.
After once again spending a significant amount of time on the WhatsApp support line on Friday, repeatedly explaining the same issue to multiple agents, I was informed that the line still required activation. Later that day, I received another email from Webafrica confirming that the service was now active. I was subsequently contacted telephonically by a technical agent.
During a 30-minute troubleshooting call, I cooperated fully in attempting to resolve the matter. At the conclusion of that call, the agent advised that there is an issue with the line itself. I must stress that this is a brand-new installation, and it is unreasonable that I am dealing with technical line faults immediately after installation. The agent confirmed that a ticket had been logged on Friday morning.
Since then, I have received no feedback, no progress updates, and no communication whatsoever.
The pattern is clear:
1. Conflicting information from different agents
2. No proactive communication
3. No resolution
4. Ongoing billing for a non-functional service
I am now formally referring this matter to the Independent Communications Authority of South Africa (ICASA) and the Consumer Goods and Services Ombud for investigation. I will also be updating my complaint on HelloPeter to reflect the continued lack of resolution.
It is unreasonable that I must exhaust my own airtime, spend hours on WhatsApp support, and continuously repeat myself simply to obtain basic information — only to receive no productive feedback. This level of service is unacceptable at every level.
Your company had no delay in requesting and processing the R1250 installation payment to proceed with the order. However, when it comes to delivering the actual service or discussing a refund for a service that has not been rendered, I am told that nothing can be done. This raises serious concerns regarding compliance with consumer protection standards.
I am fully aware of my rights as a consumer under South African law. Billing a client for a service that has not been provided, while failing to resolve installation defects within a reasonable timeframe, is not acceptable business practice.
I require, as a matter of urgency:
Immediate written confirmation of the exact status of the line.
A clear timeline for resolution.
Written confirmation that billing will be suspended until the service is fully functional.
Clarification on the process for refunding installation fees should the matter not be resolved without further delay.
Should this not be resolved immediately, I will proceed with formal regulatory escalation and recovery processes without further notice.
I expect a written response within 24 hours.
Kind regards.
MN
Melissa N's update20 Apr 2026, 10:46
Reviewer Update
This serves as a formal follow-up and escalation to my previous complaint regarding my business fibre service with Webafrica.
To date, I am still without a functioning service — yet I am being billed for a line I have not been able to use for even a single minute. I have been explicitly advised by your agents that there is “nothing they can do” regarding the billing. This is wholly unacceptable.
After once again spending a significant amount of time on the WhatsApp support line on Friday, repeatedly explaining the same issue to multiple agents, I was informed that the line still required activation. Later that day, I received another email from Webafrica confirming that the service was now active. I was subsequently contacted telephonically by a technical agent.
During a 30-minute troubleshooting call, I cooperated fully in attempting to resolve the matter. At the conclusion of that call, the agent advised that there is an issue with the line itself. I must stress that this is a brand-new installation, and it is unreasonable that I am dealing with technical line faults immediately after installation. The agent confirmed that a ticket had been logged on Friday morning.
Since then, I have received no feedback, no progress updates, and no communication whatsoever.
The pattern is clear:
1. Conflicting information from different agents
2. No proactive communication
3. No resolution
4. Ongoing billing for a non-functional service
I am now formally referring this matter to the Independent Communications Authority of South Africa (ICASA) and the Consumer Goods and Services Ombud for investigation. I will also be updating my complaint on HelloPeter to reflect the continued lack of resolution.
It is unreasonable that I must exhaust my own airtime, spend hours on WhatsApp support, and continuously repeat myself simply to obtain basic information — only to receive no productive feedback. This level of service is unacceptable at every level.
Your company had no delay in requesting and processing the R1250 installation payment to proceed with the order. However, when it comes to delivering the actual service or discussing a refund for a service that has not been rendered, I am told that nothing can be done. This raises serious concerns regarding compliance with consumer protection standards.
I am fully aware of my rights as a consumer under South African law. Billing a client for a service that has not been provided, while failing to resolve installation defects within a reasonable timeframe, is not acceptable business practice.
I require, as a matter of urgency:
Immediate written confirmation of the exact status of the line.
A clear timeline for resolution.
Written confirmation that billing will be suspended until the service is fully functional.
Clarification on the process for refunding installation fees should the matter not be resolved without further delay.
Should this not be resolved immediately, I will proceed with formal regulatory escalation and recovery processes without further notice.
I expect a written response within 24 hours.
Kind regards.
To date, I am still without a functioning service — yet I am being billed for a line I have not been able to use for even a single minute. I have been explicitly advised by your agents that there is “nothing they can do” regarding the billing. This is wholly unacceptable.
After once again spending a significant amount of time on the WhatsApp support line on Friday, repeatedly explaining the same issue to multiple agents, I was informed that the line still required activation. Later that day, I received another email from Webafrica confirming that the service was now active. I was subsequently contacted telephonically by a technical agent.
During a 30-minute troubleshooting call, I cooperated fully in attempting to resolve the matter. At the conclusion of that call, the agent advised that there is an issue with the line itself. I must stress that this is a brand-new installation, and it is unreasonable that I am dealing with technical line faults immediately after installation. The agent confirmed that a ticket had been logged on Friday morning.
Since then, I have received no feedback, no progress updates, and no communication whatsoever.
The pattern is clear:
1. Conflicting information from different agents
2. No proactive communication
3. No resolution
4. Ongoing billing for a non-functional service
I am now formally referring this matter to the Independent Communications Authority of South Africa (ICASA) and the Consumer Goods and Services Ombud for investigation. I will also be updating my complaint on HelloPeter to reflect the continued lack of resolution.
It is unreasonable that I must exhaust my own airtime, spend hours on WhatsApp support, and continuously repeat myself simply to obtain basic information — only to receive no productive feedback. This level of service is unacceptable at every level.
Your company had no delay in requesting and processing the R1250 installation payment to proceed with the order. However, when it comes to delivering the actual service or discussing a refund for a service that has not been rendered, I am told that nothing can be done. This raises serious concerns regarding compliance with consumer protection standards.
I am fully aware of my rights as a consumer under South African law. Billing a client for a service that has not been provided, while failing to resolve installation defects within a reasonable timeframe, is not acceptable business practice.
I require, as a matter of urgency:
Immediate written confirmation of the exact status of the line.
A clear timeline for resolution.
Written confirmation that billing will be suspended until the service is fully functional.
Clarification on the process for refunding installation fees should the matter not be resolved without further delay.
Should this not be resolved immediately, I will proceed with formal regulatory escalation and recovery processes without further notice.
I expect a written response within 24 hours.
Kind regards.
Webafrica's replyOfficial
21 Apr 2026, 08:57Hi Mellisa, we understand how frustrating and exhausting this situation has been, especially with a brand-new business fibre line that is still not functional, while ongoing billing continues and repeated follow-ups have been required. That level of disruption is not the experience that should be delivered.
The fault has now been logged with the Faults team and is actively being worked on. The issue identified after installation is currently under investigation, and the ticket raised on Friday has been picked up for continued resolution.
At this stage, the focus remains on restoring and stabilising the line as quickly as possible. Once there is progress or resolution, a clear update will be provided on the status of the service and the next steps.
We appreciate your patience while this is being worked through and will continue to monitor progress until it is resolved.
Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply21 Apr 2026, 08:57
Official
Hi Mellisa, we understand how frustrating and exhausting this situation has been, especially with a brand-new business fibre line that is still not functional, while ongoing billing continues and repeated follow-ups have been required. That level of disruption is not the experience that should be delivered.
The fault has now been logged with the Faults team and is actively being worked on. The issue identified after installation is currently under investigation, and the ticket raised on Friday has been picked up for continued resolution.
At this stage, the focus remains on restoring and stabilising the line as quickly as possible. Once there is progress or resolution, a clear update will be provided on the status of the service and the next steps.
We appreciate your patience while this is being worked through and will continue to monitor progress until it is resolved.
Warm regards,
Webafrica Crew
Webafrica Crew