SB
Shirley B
1 reviews | Active since Apr 2026
20 Apr 2026, 16:08
No Communication, Unauthorized Activation, No Resolution
I am extremely frustrated with the service I received from Webafrica.
I made what I believed was an enquiry on their online platform for fibre. However, the process felt like a full sign-up, as it required me to provide details such as preferred speed, address, and even banking information. Shortly after, I received a message confirming that an order had been placed — without any proper consultation.
No one from Webafrica contacted me to explain the terms (e.g. whether it is month-to-month, contract terms, etc.). Instead, 5 days later, they went ahead and connected the line using the existing router from a previous service provider — all without my knowledge or consent.
During that same period, I had also engaged Vodacom, who handled the process professionally by calling me to discuss and agree on terms. When Vodacom attempted to proceed with installation, I was informed that my line had already been taken over by another ISP — Webafrica.
Since then, I have been struggling to get Webafrica to cancel and release the line. Although their consultants repeatedly say the line has been cancelled, the fibre provider (Vumatel) confirms that it is still active and not terminated.
I have now been following up for over 2 weeks, and every time I am told to wait 24–48 hours, with no resolution.
This experience has been stressful, time-consuming, and completely unacceptable. Webafrica needs to improve its onboarding process, communication, and customer consent practices.
Helpful (0)
Replies (5)0
Replies (5)
Webafrica's replyOfficial
20 Apr 2026, 16:21Hello Shirley,
We understand how frustrating and concerning this experience must have been, especially given the confusion around the onboarding process, lack of clear consent discussion, and the ongoing difficulty in getting the line released despite repeated follow-ups. This is not the experience we aim to provide, particularly when it comes to transparency and communication.
To help, we’ve escalated this matter directly with the team that handles all line release instructions. They are actively reviewing the release request and will action it accordingly as soon as possible to allow you to proceed.
We appreciate you bringing this to our attention and remain focused on ensuring this is resolved without further delay.
If you need any further assistance in the meantime, feel free to reach out via Hello Peter and we’ll assist you directly.
Warm regards,
Webafrica Crew
We understand how frustrating and concerning this experience must have been, especially given the confusion around the onboarding process, lack of clear consent discussion, and the ongoing difficulty in getting the line released despite repeated follow-ups. This is not the experience we aim to provide, particularly when it comes to transparency and communication.
To help, we’ve escalated this matter directly with the team that handles all line release instructions. They are actively reviewing the release request and will action it accordingly as soon as possible to allow you to proceed.
We appreciate you bringing this to our attention and remain focused on ensuring this is resolved without further delay.
If you need any further assistance in the meantime, feel free to reach out via Hello Peter and we’ll assist you directly.
Warm regards,
Webafrica Crew
Webafrica's reply20 Apr 2026, 16:21
Official
Hello Shirley,
We understand how frustrating and concerning this experience must have been, especially given the confusion around the onboarding process, lack of clear consent discussion, and the ongoing difficulty in getting the line released despite repeated follow-ups. This is not the experience we aim to provide, particularly when it comes to transparency and communication.
To help, we’ve escalated this matter directly with the team that handles all line release instructions. They are actively reviewing the release request and will action it accordingly as soon as possible to allow you to proceed.
We appreciate you bringing this to our attention and remain focused on ensuring this is resolved without further delay.
If you need any further assistance in the meantime, feel free to reach out via Hello Peter and we’ll assist you directly.
Warm regards,
Webafrica Crew
We understand how frustrating and concerning this experience must have been, especially given the confusion around the onboarding process, lack of clear consent discussion, and the ongoing difficulty in getting the line released despite repeated follow-ups. This is not the experience we aim to provide, particularly when it comes to transparency and communication.
To help, we’ve escalated this matter directly with the team that handles all line release instructions. They are actively reviewing the release request and will action it accordingly as soon as possible to allow you to proceed.
We appreciate you bringing this to our attention and remain focused on ensuring this is resolved without further delay.
If you need any further assistance in the meantime, feel free to reach out via Hello Peter and we’ll assist you directly.
Warm regards,
Webafrica Crew
SB
Shirley B's updateReviewer Update
21 Apr 2026, 16:12 Good day,Thank you for your response and for escalating the matter.However, I am concerned that the feedback provided is still very general and does not give a clear timeline for resolution. I have already been told multiple times over the past two weeks that the matter is being handled, yet the line remains active with the fibre provider.As of today, Vumatel has confirmed that the line is still not released, which means I am still unable to proceed with an alternative service provider.I am still without wifiPlease provide:
- A clear and confirmed date for when the line will be released
- Written confirmation once the release has been completed
- An explanation of why the line is still active despite multiple cancellation confirmations
SB
Shirley B's update21 Apr 2026, 16:12
Reviewer Update
Good day,Thank you for your response and for escalating the matter.However, I am concerned that the feedback provided is still very general and does not give a clear timeline for resolution. I have already been told multiple times over the past two weeks that the matter is being handled, yet the line remains active with the fibre provider.As of today, Vumatel has confirmed that the line is still not released, which means I am still unable to proceed with an alternative service provider.I am still without wifiPlease provide:
- A clear and confirmed date for when the line will be released
- Written confirmation once the release has been completed
- An explanation of why the line is still active despite multiple cancellation confirmations
Webafrica's replyOfficial
21 Apr 2026, 16:22Hi Shirley, we understand your frustration, especially given the repeated follow-ups, lack of a clear timeline, and the fact that the line is still showing as active despite previous cancellation confirmations. Being left without WiFi while waiting on resolution is not the experience that should be delivered. The line release request has been escalated again with the relevant team, and it is currently being actively worked on with the fibre provider. At this stage, the release is in progress, but the exact completion time is still dependent on confirmation from the network side. Once the release has been fully completed, written confirmation will be provided immediately so you have formal proof that the line has been disconnected and can proceed with your alternative provider. We understand the urgency and will continue to follow up on this until final resolution is confirmed. Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply21 Apr 2026, 16:22
Official
Hi Shirley, we understand your frustration, especially given the repeated follow-ups, lack of a clear timeline, and the fact that the line is still showing as active despite previous cancellation confirmations. Being left without WiFi while waiting on resolution is not the experience that should be delivered. The line release request has been escalated again with the relevant team, and it is currently being actively worked on with the fibre provider. At this stage, the release is in progress, but the exact completion time is still dependent on confirmation from the network side. Once the release has been fully completed, written confirmation will be provided immediately so you have formal proof that the line has been disconnected and can proceed with your alternative provider. We understand the urgency and will continue to follow up on this until final resolution is confirmed. Warm regards,
Webafrica Crew
Webafrica Crew
SB
Shirley B's updateReviewer Update
23 Apr 2026, 09:29Good day,This response is disappointing as there is still no action. I am still without internet, and this feels like the same automated, empty responses I’ve been receiving.I have given more than enough time for an issue that should have been resolved within hours, not weeks.Please confirm urgently that the line has been released and provide proof. If not resolved today, I will escalate this matter further
Regards,
Shirley
Regards,
Shirley
SB
Shirley B's update23 Apr 2026, 09:29
Reviewer Update
Good day,This response is disappointing as there is still no action. I am still without internet, and this feels like the same automated, empty responses I’ve been receiving.I have given more than enough time for an issue that should have been resolved within hours, not weeks.Please confirm urgently that the line has been released and provide proof. If not resolved today, I will escalate this matter further
Regards,
Shirley
Regards,
Shirley
Webafrica's replyOfficial
23 Apr 2026, 09:36Hi Shirley, we hear your frustration, and we understand how unacceptable it is to be left without internet for this long after repeated attempts to get this resolved.We can confirm that the order has been cancelled on our side. A follow-up has also been sent to urgently confirm the cancellation of the line and ensure it is fully released without any further delay or blockage on the system.We understand that this has taken far longer than expected and appreciate your patience while this is being finalised. If there is anything else required from your side once the confirmation comes through, you will be advised immediately so there are no further delays in getting you fully sorted.If you need any further assistance, please let us know.Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply23 Apr 2026, 09:36
Official
Hi Shirley, we hear your frustration, and we understand how unacceptable it is to be left without internet for this long after repeated attempts to get this resolved.We can confirm that the order has been cancelled on our side. A follow-up has also been sent to urgently confirm the cancellation of the line and ensure it is fully released without any further delay or blockage on the system.We understand that this has taken far longer than expected and appreciate your patience while this is being finalised. If there is anything else required from your side once the confirmation comes through, you will be advised immediately so there are no further delays in getting you fully sorted.If you need any further assistance, please let us know.Warm regards,
Webafrica Crew
Webafrica Crew