Misinformation and hidden rules that are not communicated and terrible customer service.

I was a happy customer for 5 years until I tried to cancel my account. Then the following happened.

The issue here is regarding hidden details and lack of information. If you want to cancel your service you have to look into the detail of the terms and conditions to find that there is an arbitrary cut-off date for downgrades and online cancellations.

If you got a free router from Webafrica prior to July 2016 you do not have to pay for you router and after that date it will be clawed back. A router from 2017 (in my case) has depreciated to almost nothing over the 5 years I have been a customer. It was actually a terrible router and I replaced it.

When you move but stay with web africa apparently you can get a new router or keep your old one. I did not realise this at the time otherwise I would have asked for a new one.

Updated again:

Now I get a bill for the claw back of my router which I got 5 years ago. I have an email from Web Africa stating I do not need to return the router two years ago. Seriously, i understand these are system generated things but you need to improve your service. This reminds me of my experiences with Telkom.

Updated: Web Africa phoned me and allowed me to cancel at month end without giving a months notice. That has made up for my issue below and I have changed my rating to 5 stars.

Fibre service was outstanding and very little downtime over the last few years. I did have an issue with cancelling and downgrading. They need to make it more visible that the downgrade cut of date for the month is the 20th. I had to speak to 3 different agents over the course of two days to finally get my services cancelled.

I rate their Fibre service 5 stars and outstanding.

To improve I recommend adding more visible details regarding downgrading within the customer portal. The date is in the terms and conditions.

I have no idea why it was so difficult to log a cancellation. This should be simple and easy to do.