Frustrating company with poor communication

I signed up and paid for a fibre package on 30 March 2026. Everything looked fine in the beginning, but only after I had already paid did I get told that where I stay already has two existing fibre connections, so they needed to escalate a request for a third line connection before mine could be installed. That issue was never properly resolved.

While I was still waiting for feedback, I then started getting automated SMSs and emails saying congratulations, my fibre had been activated and was live. I was also charged additional money and sent a router. The problem is, I could not use any of it because there was still no actual connection installed for me. I even asked them what I was supposed to do with the router when there was no line, and I was told to just keep it while they continued looking into the third line issue.

Weeks went by with no proper update, no timeline, and no real sense of urgency. Every time I wanted answers, I had to be the one chasing them. That was the most exhausting part of the whole experience.

Their communication system is honestly one of the worst parts. There is no proper support email anymore, and there is no normal customer support number where you can call and speak to someone directly about service issues. Everything gets pushed to their WhatsApp chat system. Sometimes you get an agent quickly, sometimes you wait, and when you are already frustrated and just need help, it makes the whole experience worse. Sometimes you want to speak to a real person immediately, but that option is basically not there.

What bothered me most is that you only really see how difficult their service is once you have already paid. Before payment, everything looks simple and affordable. After payment, that is when the delays, poor updates, and communication issues start showing themselves.

In the end, I cancelled before the end of April because I did not want to risk being debited again for something I was not even using. They did process the cancellation, but I should never have had to get to that point.

My advice to anyone considering Webafrica is to look beyond the monthly price. A cheaper package means nothing if support is difficult to reach and unresolved issues drag on for weeks. I would rather pay a bit more for a provider that communicates properly and actually keeps customers informed.

Very disappointing overall.