Held hostage by bad service - use this company at your peril

This business deserves a less than 1 star rating. I've written about them before...and after much assurances by their management team and multiple calls to solve my installation issues I decide to give them a fair chance. Wrong move on my part. It's cost me an incredible amount of time and money.

Here's the next installment of my saga with this absolutely useless ISP:

It's been exactly 6 weeks since WEBAFRICA managed to finally connect my fibre after much back and forth (they took 6 weeks and my previous review on this forum to get it installed) but we got there in the end.

Last Friday morning my internet was working, I leave my house, come back and it's no longer working - nobody was at home, no power failure, just red lights on the router.

I do what any normal person does and turns the power back on and off to reset the router. Still the same results 2 tries later. I check my account thinking that it's a service interruption, but no, the bill has been paid and there are no outstanding bills.

I turn to the "trusty" whatsapp chat service they run.

I start the chat at 8am on Saturday morning - the agent comes online to respond to me at 12.15 - roughly 4 hours after I contact them. This AFTER being without service overnight.

It takes us to just after 2pm to chat and try to resolve the case - of course the case is not resolved. Webafrica blame vumatel, I actually at this stage call vumatel, who actually have people to speak to on the end of a phone and who checks the reference number - they assure me that the service to my property has not even once been down.

I even borrow my neighbours laptop with a LAN port to try resolve the issue with Webafrica - literally the agent tells me that the matter needs to be escalated and the fault is not with them. Boggles the mind as by this stage (hrs later) with help from my neighbours that I am still without connectivity.

Fast forward to Monday morning - I am still without service. nobody from Webafrica has called.

I initiate yet another chat with their WhatsApp line - 3hrs pass and I am with an agent. This time I dont have access to someone with a LAN port, so when they ask me to all the same checks I am more than a bit irritated - this after all is Monday workday - I am losing time and have in the meantime had to buy LTE mobile data just to keep working.

The agent is unable to cancel my service, they're unable to resolve my issue and the agent tells me that their manager will call me within 24hrs.

At this stage i just want to cancel their services and move to a different ISP who could actually support me properly. I have by this stage paid R800 for the service and just handed over andother R500 for mobile data to MTN to use my router.

I just need them to release the line with immediate effect so that a different ISP can take over my line. WebAfrica needs 1 month!! What?!! 1 month with no internet - and get this, I need to pay R2375 and return their router to them so they can release the line.

What a **** - but I will have to pay and pay I will. All I need is the assurance that the R800 I've paid for the month will be credited back to me and that they release this line immediately.

I have no trust that any of this will happen.

It's now Tuesday evening, 4 days later and I am back on the support chat - the agent again has no record of the previous days worth of chat. Still incidentally their account manager has still not called.

I again call VUMATEL who assures me that they've done the necessary checks and have in fact given WEBAFRICA feedback - the agent from Webafrica still does not understand what needs to be done. The matter needs escalation....

WEBAFRICA - I am escalating this issue into the public domain now!!

Your service levels are nonexistent Stop holding your customers hostage and ask them to pay to move to and ISP that can actually provide a service.