*********** service

I escalated below matter to Web-Africa complaints email address on 28/02/2023 and done numerous follow ups with no response.

I am highly disappointed to find myself in this situation whereby I need to report an unpleasant service experience.

• I moved from Rain to join their network on 21/02/2023. • When signing up and after making payment, someone contacted me after 1 hour to schedule installation date and time • I was extremely impressed with the efficiency and transparency • Thereafter I received an sms notification stating Fibre installation is scheduled for 24/02/2023 and on the phone lady confirmed time would be 8am • On 24/02/2023 @ 8:28am I received a call and was advised they are infront of my house to do the installation • It was 2 guys who came in and did the inspection of the house and where pipes situated ect • They advise that due to the structure of the house they are unable to install the Fibre as is and we need to dug a hole inside the ground from the corner of the one end of the yard to where the closest room is situated which they explained and thereafter they will insert wires inside 20mil pipe from the one corner of the yard and in the ground to the closest room • I specifically asked them are they sure this is the only way and they confirmed multiple times this is the best way to do this • I asked if they cannot assist to dug the hole and move forward with installation. They advise they do not assist clients with this and it needs to be done at own expense and time • They advise I can get a worker to do this and reschedule in the interim • The one guy made a video and advise he will complete necessary steps to ensure feedback given accordingly so that company can know why they did not complete installation and rescheduling to be done. He stated it will be their company again that will be coming out to do the job so I do not have to worry to explain myself again • Someone contacted me yesterday and rescheduled for today 28/02/2023 @ 12pm • I struggled over the weekend to find someone to assist due to everyone having month-end duties and short notice • Yesterday, my neighbour came to assist and whilst changing the blades of the grinder he accidently switched the grinder on and fell out of his hands and cut his whole upper leg • We had to rush to the hospital, there was so much blood and he was given stitches • I was so traumatised of the whole situation • I had to call around and get someone else this morning to assist and pay for the labour • Whilst he was busy, 2 of your workers came just before 13:00pm to do the Fibre installation. This was not the same 2 guys that was here on Friday. They saw the guy is busy and they advise that he needs to finish up and they will return after 1-2hrs as they have another house closeby to do aswell • Just after 3pm the 2 guys returned and did the inspection of the house and informed me they have bad news for me • They stated that the hole in the ground was not needed as the 2 guys that were here on Friday to do the job did not do a proper inspection. There is a pipe they could have used outside my house and straight to the nearest room without any hassle to do the installation from as this will be the same pipe they will use now • I was furious and asked how is that possible. They stated everyone works differently and the workers who was here on Friday did not do a proper inspection as they should have noted the pipes running right around my house and was just lazy • They advise that it will be a quick job as the pipe is very close to the wall where the Fibre will be connected • In less than 20minutes they were done with the Fibre installation

With the above being said, If the initial 2 guys that came on Friday (24/02/2023) had not given me incorrect information and advice, I would not be sitting with a hole right now across my whole backyard, incurred unnecessary expenses for labour and the stress endured of this whole matter since Friday.

I trust above will be received in order and dealt with accordingly. I also trust that I will be compensated for the labour cost as well as the repairs of my backyard as this created unnecessary construction, resulting in a lot of costs to repair my backyard