Item: Webafrica
Rating: 1
Author: Mathapelo M

Webafrica's replyOfficial

28 Apr 2026, 11:50

Hi Mathapelo, we hear your frustration, and we understand how upsetting and exhausting this situation has been for you, especially with the ongoing loss of service, repeated follow-ups, and not getting the resolution you were expecting despite logging multiple calls. That’s not the experience we want for you at all. We want to confirm that your case is currently with our Technical Faults team, and they are actively looking into the issue relating to your Vuma fibre connection. This includes reviewing the previous technician feedback, the appointment notes, and the ongoing connectivity fault affecting your service. We also take your concern seriously regarding communication and the reported technician visit, we understand how frustrating it is when there are conflicting updates or when you feel your time has not been respected. This has been included in the review of your case. Our technical faults team will be working on this and will provide you with feedback once they have completed their investigation and have a clear update on the next steps. Warm regards,
Webafrica Crew

Webafrica's reply28 Apr 2026, 11:50

Official

Hi Mathapelo, we hear your frustration, and we understand how upsetting and exhausting this situation has been for you, especially with the ongoing loss of service, repeated follow-ups, and not getting the resolution you were expecting despite logging multiple calls. That’s not the experience we want for you at all. We want to confirm that your case is currently with our Technical Faults team, and they are actively looking into the issue relating to your Vuma fibre connection. This includes reviewing the previous technician feedback, the appointment notes, and the ongoing connectivity fault affecting your service. We also take your concern seriously regarding communication and the reported technician visit, we understand how frustrating it is when there are conflicting updates or when you feel your time has not been respected. This has been included in the review of your case. Our technical faults team will be working on this and will provide you with feedback once they have completed their investigation and have a clear update on the next steps. Warm regards,
Webafrica Crew

MM

Mathapelo M's updateReviewer Update

29 Apr 2026, 18:29

Hi, please advise happened to this ticket ***4 I have called, logged tickets and waited for technicians without any help from you guys. The only feedback I get is the technician has been . I then get a no-replay email stating the ticket has been resolved without the issue being fixed. I need someone from senior management to get this resolved and call me as I am about to cancel my account with you guys.😡

MM

Mathapelo M's update29 Apr 2026, 18:29

Reviewer Update

Hi, please advise happened to this ticket ***4 I have called, logged tickets and waited for technicians without any help from you guys. The only feedback I get is the technician has been . I then get a no-replay email stating the ticket has been resolved without the issue being fixed. I need someone from senior management to get this resolved and call me as I am about to cancel my account with you guys.😡

Webafrica's replyOfficial

30 Apr 2026, 09:21

Hi Mathapelo. we can hear how frustrating this has been for you, especially after multiple calls, logged tickets, and waiting on technicians, only to receive closure messages without the issue actually being resolved. That’s not the experience you should be having, and we fully understand why you’re at the point of requesting urgent escalation.We’ve checked on this, and the case is still open with our faults team and actively being worked on. It has not been resolved, despite the automated “resolved” notification you received , this appears to have been triggered in error, and we understand how misleading and frustrating that would be on your side.This has now been escalated for urgent senior review, and we’ve requested a direct callback from a senior support lead to ensure you get clear updates and a proper resolution path without further back-and-forth.What we can confirm:

The fault remains active and under investigation
The faults team is working on it
It has been prioritised due to repeated failed follow-ups and the impact experienced

We’re taking full ownership from here to make sure this is properly resolved and that you’re kept informed going forward.Warm regards,
Webafrica Crew

Webafrica's reply30 Apr 2026, 09:21

Official

Hi Mathapelo. we can hear how frustrating this has been for you, especially after multiple calls, logged tickets, and waiting on technicians, only to receive closure messages without the issue actually being resolved. That’s not the experience you should be having, and we fully understand why you’re at the point of requesting urgent escalation.We’ve checked on this, and the case is still open with our faults team and actively being worked on. It has not been resolved, despite the automated “resolved” notification you received , this appears to have been triggered in error, and we understand how misleading and frustrating that would be on your side.This has now been escalated for urgent senior review, and we’ve requested a direct callback from a senior support lead to ensure you get clear updates and a proper resolution path without further back-and-forth.What we can confirm:

The fault remains active and under investigation
The faults team is working on it
It has been prioritised due to repeated failed follow-ups and the impact experienced

We’re taking full ownership from here to make sure this is properly resolved and that you’re kept informed going forward.Warm regards,
Webafrica Crew

Horrible service ever