GP
Glynn P
1 reviews | Active since Jun 2026
05 Jun 2026, 12:50
Four hours, four agents, still no internet — Webafrica cannot do the basics
Webafrica installed my Vumatel line yesterday afternoon and then made it impossible to actually use it. All I needed was my PPPoE credentials to configure my router. Half a day and four agents later, I still don't have them.
The timeline:
- 08:08 — Started a WhatsApp chat requesting my PPPoE details. - 08:21 — Agent Jean-Pierre responded, then transferred me to another agent. - 10:37 — Agent Tailyn connected. I provided all details, context and authentication. - 10:39 — Tailyn rep****: "please allow me a few moments to load your account." Nothing further came. After almost an hour of silence I ended the chat (***). - 11:23 — Tried the web chat instead. - 11:52 — Agent Enrico connected. I again provided full details and authentication. - 12:12 — Enrico said he'd escalated to have the line activated, that I'd get an SMS with my details, and that it should be active within an hour.
As it stands, I have no SMS, no PPPoE details and no working line. When I asked Enrico how to escalate if it wasn't resolved within the hour, I got no reply. The router that shipped with the order arrived unconfigured, so that's no help either.
The issue here isn't a technical fault. It's that a simple, standard request — credentials for a line that's already installed — has taken half a day, multiple handoffs and repeated re-authentication, with promises that haven't been kept and no clear escalation path.
What I want: my PPPoE details and the line activated today, and a sensible way to escalate without sitting in a queue for hours each time.
Chat reference: #***9
Helpful (0)
Replies (9)0
Replies (9)
Webafrica's replyOfficial
05 Jun 2026, 13:09Hi Glynn, we hear your frustration, especially after multiple handovers, repeated authentication, and still not having the PPPoE details needed to get your Vumatel line up and running. That’s understandably not the experience you should have after installation.An escalation has now been submitted to request activation and urgent provisioning of your PPPoE credentials so your service can be brought online as quickly as possible. The relevant team has been flagged to prioritise this due to the delay and repeated unsuccessful attempts to resolve it via chat.At this stage, the escalation is actively with the activation team, and they will action the request and provide the necessary details to get your line working.Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply05 Jun 2026, 13:09
Official
Hi Glynn, we hear your frustration, especially after multiple handovers, repeated authentication, and still not having the PPPoE details needed to get your Vumatel line up and running. That’s understandably not the experience you should have after installation.An escalation has now been submitted to request activation and urgent provisioning of your PPPoE credentials so your service can be brought online as quickly as possible. The relevant team has been flagged to prioritise this due to the delay and repeated unsuccessful attempts to resolve it via chat.At this stage, the escalation is actively with the activation team, and they will action the request and provide the necessary details to get your line working.Warm regards,
Webafrica Crew
Webafrica Crew
GP
Glynn P's updateReviewer Update
05 Jun 2026, 13:59It's now 13:56 and I'm still not getting anywhere, despite being in this chat hot-potato pass from agent to agent.
The service light on the router is green, but it's not connecting because apparently my account is in arrears. The debit order was approved with the original order, so I don't understand why that was an issue.
Nonetheless, I paid the invoice by card at 13:07 to ensure payment is processed and the line is still not active. My Webafrica profile no longer shows the account is in arrears, but there is still no service.
I've now been through about 8 agents with no resolution.
This is extremely disappointing and poor service.
The service light on the router is green, but it's not connecting because apparently my account is in arrears. The debit order was approved with the original order, so I don't understand why that was an issue.
Nonetheless, I paid the invoice by card at 13:07 to ensure payment is processed and the line is still not active. My Webafrica profile no longer shows the account is in arrears, but there is still no service.
I've now been through about 8 agents with no resolution.
This is extremely disappointing and poor service.
GP
Glynn P's update05 Jun 2026, 13:59
Reviewer Update
It's now 13:56 and I'm still not getting anywhere, despite being in this chat hot-potato pass from agent to agent.
The service light on the router is green, but it's not connecting because apparently my account is in arrears. The debit order was approved with the original order, so I don't understand why that was an issue.
Nonetheless, I paid the invoice by card at 13:07 to ensure payment is processed and the line is still not active. My Webafrica profile no longer shows the account is in arrears, but there is still no service.
I've now been through about 8 agents with no resolution.
This is extremely disappointing and poor service.
The service light on the router is green, but it's not connecting because apparently my account is in arrears. The debit order was approved with the original order, so I don't understand why that was an issue.
Nonetheless, I paid the invoice by card at 13:07 to ensure payment is processed and the line is still not active. My Webafrica profile no longer shows the account is in arrears, but there is still no service.
I've now been through about 8 agents with no resolution.
This is extremely disappointing and poor service.
GP
Glynn P's updateReviewer Update
05 Jun 2026, 14:00Further updates to this ordeal for tracking:
- 12:59, Enrico transferred me to finance because the account was showing as in arrears.
- Around 13:00, the router light went green. When I try to connect it sends me to my Webafrica profile saying my account is in arrears. The account is on debit order, so there's no reason for a billing block here. This is your system not activating the service, not a payment problem on my side.
- 13:16, Ashley A picked up the WhatsApp chat.
- 13:18, Thuliswa in Finance picked up the web chat.
- 13:40, Ashley transferred me to yet another agent.
- 13:41, Natasha picked up the WhatsApp chat.
- 13:45, still no response from Thuliswa.
GP
Glynn P's update05 Jun 2026, 14:00
Reviewer Update
Further updates to this ordeal for tracking:
- 12:59, Enrico transferred me to finance because the account was showing as in arrears.
- Around 13:00, the router light went green. When I try to connect it sends me to my Webafrica profile saying my account is in arrears. The account is on debit order, so there's no reason for a billing block here. This is your system not activating the service, not a payment problem on my side.
- 13:16, Ashley A picked up the WhatsApp chat.
- 13:18, Thuliswa in Finance picked up the web chat.
- 13:40, Ashley transferred me to yet another agent.
- 13:41, Natasha picked up the WhatsApp chat.
- 13:45, still no response from Thuliswa.
Webafrica's replyOfficial
05 Jun 2026, 14:24Hi Glynn,We hear your frustration. After being transferred between multiple agents, making a payment to remove any possible billing block, and still being unable to get connected, it's understandable that you're disappointed with the experience.We've already submitted a follow-up to our Vumatel team regarding the activation and account status. Based on the information you've provided, the arrears indicator has cleared on your profile, but the service still appears not to have provisioned correctly despite the payment reflecting.The follow-up has been flagged with the latest updates you've shared so the team can investigate why the line remains inactive and provide feedback as soon as possible.Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply05 Jun 2026, 14:24
Official
Hi Glynn,We hear your frustration. After being transferred between multiple agents, making a payment to remove any possible billing block, and still being unable to get connected, it's understandable that you're disappointed with the experience.We've already submitted a follow-up to our Vumatel team regarding the activation and account status. Based on the information you've provided, the arrears indicator has cleared on your profile, but the service still appears not to have provisioned correctly despite the payment reflecting.The follow-up has been flagged with the latest updates you've shared so the team can investigate why the line remains inactive and provide feedback as soon as possible.Warm regards,
Webafrica Crew
Webafrica Crew
GP
Glynn P's updateReviewer Update
05 Jun 2026, 14:27Escalating to October team won't help. This is a Vumatel service.
GP
Glynn P's update05 Jun 2026, 14:27
Reviewer Update
Escalating to October team won't help. This is a Vumatel service.
Webafrica's replyOfficial
05 Jun 2026, 14:33Hi Glynn,Thank you for pointing that out.We've already submitted a follow-up to the Vumatel team regarding the activation and provisioning of your Vumatel line.Based on the latest information, the payment appears to have reflected and the arrears indicator has cleared, but the service is still not activating as expected. We've updated the escalation with the additional details you've provided so the team can continue investigating the provisioning issue and provide feedback as soon as possible.Warm regards,
Webafrica's reply05 Jun 2026, 14:33
Official
Hi Glynn,Thank you for pointing that out.We've already submitted a follow-up to the Vumatel team regarding the activation and provisioning of your Vumatel line.Based on the latest information, the payment appears to have reflected and the arrears indicator has cleared, but the service is still not activating as expected. We've updated the escalation with the additional details you've provided so the team can continue investigating the provisioning issue and provide feedback as soon as possible.Warm regards,
GP
- Current status: still waiting (6hrs and counting)
Glynn P's updateReviewer Update
05 Jun 2026, 14:35- 14:07, Thuliswa responds - nearly 1hr after picking up the webchat only to send me a screenshot showing I have an open order. No explanation, no context, nothing. I asked for clarity.
- 14:13, Natasha advised via WhatsApp chat line that the order is stuck and she is looking into this.
- 14:16, Natasha said she has escalated the case and waiting for feedback.
- 14:17, I requested PPPoE details in the meantime as the lights are all green and this is an internal routing issue between Webafrica and Vumatel
- 14:23, Natasha advised she cannot provide PPPoE details be cause the order is not completed.
- 14:27, Thuliswa responded to say that I have an open order that is with provisioning.
- 14:29, I ended the web chat because that's clearly not getting anywhere.
- Current status: still waiting (6hrs and counting)
GP
Glynn P's update05 Jun 2026, 14:35
Reviewer Update
- 14:07, Thuliswa responds - nearly 1hr after picking up the webchat only to send me a screenshot showing I have an open order. No explanation, no context, nothing. I asked for clarity.
- 14:13, Natasha advised via WhatsApp chat line that the order is stuck and she is looking into this.
- 14:16, Natasha said she has escalated the case and waiting for feedback.
- 14:17, I requested PPPoE details in the meantime as the lights are all green and this is an internal routing issue between Webafrica and Vumatel
- 14:23, Natasha advised she cannot provide PPPoE details be cause the order is not completed.
- 14:27, Thuliswa responded to say that I have an open order that is with provisioning.
- 14:29, I ended the web chat because that's clearly not getting anywhere.
- Current status: still waiting (6hrs and counting)
GP
Glynn P's updateReviewer Update
05 Jun 2026, 15:35- 14:46, Natasha advised that a ticket has been logged for the activation to be completed.
- 14:46, I requested the reference number of the ticket logged for record purposes.
- 14:57, Natasha advised the will get the reference number.
- 15:35, Still waiting
GP
Glynn P's update05 Jun 2026, 15:35
Reviewer Update
- 14:46, Natasha advised that a ticket has been logged for the activation to be completed.
- 14:46, I requested the reference number of the ticket logged for record purposes.
- 14:57, Natasha advised the will get the reference number.
- 15:35, Still waiting
Webafrica's replyOfficial
05 Jun 2026, 16:00Hello Glynn
We have arranged for an onboarding support call back. Our teams will review your Vumatel activation and get in touch to assist with the service set up ASAP.
Warm regards,
Webafrica Crew
We have arranged for an onboarding support call back. Our teams will review your Vumatel activation and get in touch to assist with the service set up ASAP.
Warm regards,
Webafrica Crew
Webafrica's reply05 Jun 2026, 16:00
Official
Hello Glynn
We have arranged for an onboarding support call back. Our teams will review your Vumatel activation and get in touch to assist with the service set up ASAP.
Warm regards,
Webafrica Crew
We have arranged for an onboarding support call back. Our teams will review your Vumatel activation and get in touch to assist with the service set up ASAP.
Warm regards,
Webafrica Crew