No feedback, rude and unhelpful agents

Hi Telius, We hear how frustrated and exhausted you are with this experience, especially after waiting since Monday and not seeing the progress you were expecting. That level of uncer*****y and repeated messaging is not the experience we want you to have. We can confirm the router has been placed under reference DO*** with our courier partner Nology, and the delivery is linked to this dispatch for fulfilment. We’ve flagged your case for urgent follow-up so you receive a concrete delivery timeline instead of repeated generic updates. Warm regards,
 Webafrica Crew 

Hi Telius,We hear your frustration, especially with the delays and not having clear updates while waiting for your router. That uncer*****y is understandably upsetting.We don’t have direct courier contact available, as all delivery updates are handled through our Orders team and the courier’s dispatch system linked to reference DO*** (Nology). This ensures the order is tracked correctly and managed centrally.The Orders team will be able to provide the next update once the courier confirms scheduling and delivery progress.Warm regards,
 Webafrica Crew 

Hi Telius,We understand why this is so frustrating, especially when you’re seeing billing activity and invoice generation while the router delivery and service activation are still outstanding. Your comparison makes sense, and we can see why this feels unfair from your side.Our billing team will need to review this against the current order and activation status to ensure everything on the account is aligned correctly. This includes checking the invoice generation and any debit activity linked to services that are not yet active.Warm regards,
 Webafrica Crew

Hi Telius,We hear your concern regarding the interactions you had with the agents today, especially if the manner in which the calls were handled added to an already frustrating situation.The feedback you’ve shared about the conduct and support experience has been noted and can be reviewed internally against the call recordings and interaction history. This kind of feedback is important, particularly when it relates to how customers are spoken to and assisted during difficult situations.Warm regards,
 Webafrica Crew

Hi Telius,
Receiving billing notifications while you’re still waiting for the router and not yet connected is understandably frustrating, and we can see why this feels confusing and unfair.
We can confirm the router is out for delivery today. Please keep an eye out for contact from the courier regarding the delivery. Once the router is delivered and set up, the service can move forward as expected.
Warm regards,
Webafrica Crew

Hi Telius ,

Billing can feel confusing at first, especially when a service has just been activated. 

Here’s a simple breakdown of how billing works when a new service is activated:

1. Your service activates before our monthly invoice run
This means your service goes live partway through the month, before our standard billing cycle.
2. Invoice A is generated shortly after activation
Within a few hours of activation, you receive Invoice A, which includes:

A pro‑rata amount for the days your service is active in the current month
Any once‑off fees, such as installation, connection, or delivery fees (if applicable)

3. How Invoice A is paid

Invoice A is charged within 24 hours which is why you are seeing a debit order attempt being made.

Warm regards,
Webafrica Crew

Hi Telius, We understand how frustrating this situation is, especially after you had already explained the concern around the pro-rata charge and requested for it to be carried over to the following invoice. Having your service suspended while the billing query is still being disputed would understandably be upsetting. We can see that you have already spoken with one of our consultants regarding this matter, and an escalation has now been submitted to our Support Team to review the suspension together with the billing concerns raised on your account. The team will investigate the account status and provide further feedback once the review has been completed. Warm regards,
 Webafrica Crew 

 Hi Telius, We hear your urgency, especially as you work from home and need your connection to stay online for work. We understand how disruptive a suspension is in this situation, and why you need clear timing to plan around it. At this stage, the escalation has been submitted to our Support Team for urgent review. While turnaround times can vary depending on the billing validation required, we are actively following up to ensure this is prioritised given the impact on your service and work requirements. We understand your need for a quick resolution, and the team is currently working on the review so that a decision and next steps can be provided as soon as possible. Warm regards,
 Webafrica Crew 

  Hi Telius, 
 We have logged an urgent follow-up with our Collections team to get in touch with you via email/call to further assist. 

 Warm regards,
 Webafrica Crew 

  Hi Telius, 
We apologize for the back and forth. There seems to be a technical issue with us receiving possible delayed comments on our reviews on this platform, thus the duplicate replies above. We have logged another follow-up and will be in touch ASAP. 

 Warm regards,
 Webafrica Crew 

Hi Telius, 
Our teams have been flagged to address the service suspension ASAP and will be in touch soon.

 Warm regards,
 Webafrica Crew 

Hi Telius,  Thanks for the update, and apologies for the inconvenience since activation. We understand how frustrating it is when services show as active but there’s still no internet connection. To help refresh the connection, could you please reset your router: 

•  Switch the router off 
•  Unplug the power cable for 30 seconds 
•  Plug it back in and switch it on 
•  Wait a few minutes for it to fully reconnect 

Once done, please check if the internet comes back online. If the issue continues after the reset, let us know and we’ll assist further right away. Warm regards,
 Webafrica Crew 

 Hi Telius,Thank you for trying that step and letting us know.Since the router reset didn’t restore the connection, let’s check a few quick things to narrow this down:

•  Please confirm if the router lights show a stable internet/WAN signal or if it is red/amber/flashing 
•  Check if you’re able to connect to the WiFi network but it shows “No internet” on your device 
•  If possible, try connecting one device via LAN cable directly to the router and test again 

If all devices are showing no internet even after a reset, it may indicate a line/session issue on the network side rather than the router itself.Let me know what you’re seeing on the lights and devices, and we’ll guide you from there.Warm regards, 

 Hi Telius, Thank you for the update and for sharing the light status on your router. We’ve noted your request and have logged this with our onboarding technical team for further investigation based on the LOS red light and the red flashing indicator on the router. This will help them assess the line status and determine the cause of the connectivity issue. The team will review this and take the necessary steps to restore your service, and they will follow up with feedback as soon as there is an update. Warm regards,
 Webafrica Crew 

Hi Telius, Thank you for your message,
Kindly note that your issue has been logged and marked as a priority with our onboarding technical team. It is currently open and actively being worked on to investigate the LOS and router indicators you reported. The team will revert with feedback as soon as there are updates on the fault and restoration progress. Warm regards,
 Webafrica Crew 

 Hi Telius,Thank you for your message. We understand your frustration while waiting for feedback and restoration updates.A follow-up has now been submitted with the onboarding technical team to request urgent feedback on the current status of the issue and the delay in resolution. Your query remains marked as a priority while the team continues investigating the LOS and router fault indicators reported earlier.The team will provide further feedback as soon as there is progress on the fault.Warm regards,
 Webafrica Crew 

 Hi Telius,Thank you for your message. We understand your concern regarding billing while the service is still not active and the issue remains unresolved.Please note that the team is continuing to investigate the fault, and they will reach out to you with further feedback and advise on the next steps regarding the service and related concerns once the investigation progresses.Your concerns around the downtime and billing impact have been noted on the account.Warm regards,
 Webafrica Crew 

Hi Telius, Thank you for the update. We understand your frustration with the continued downtime and the impact this is having on your service. Our technical team is currently working on resolving the fault, and the scheduled technician visit on 28/05/26 forms part of this process to properly diagnose and fix the issue on-site. We appreciate your patience while this is being worked on and will continue to monitor progress with the team. Warm regards,
 Webafrica Crew 

Hi Telius,
Being without connectivity for an extended period is understandably frustrating, especially when you are also concerned about how this impacts your billing.
At this stage, restoring the connection remains the priority, and the scheduled technician visit forms part of ensuring the fault is properly resolved. Once the service is back up and stable, we will be able to assist by engaging our Billing Team to review the account, taking into account that you have not been able to connect since activation.We appreciate your patience while this is being addressed and want to assure you that we will keep pushing internally and stay engaged until the service is fully resolved. 
Warm regards,
Webafrica Crew

Hi Telius,  We understand your frustration, especially with the ongoing issue and the uncer*****y around next steps. When a service isn’t working as expected, it’s completely reasonable to want a clear and immediate resolution. At this stage, our faults team is still actively working on the issue and investigating what is affecting your service. Once they complete their checks, we’ll be in a position to confirm the next steps for you. Please also note that we’re unable to assist via direct phone contact from this channel, but we can continue to support you here or through the official support channels linked to your account. We’re staying on this with you and will provide feedback as soon as there’s an update from the faults team. Warm regards,
 Webafrica Crew 

Hi Telius,  We hear your concern, and we understand how frustrating it is to receive a new invoice while your service is still not working. That’s not a situation anyone should be dealing with without clear answers. We can confirm that your case is still actively with our faults team, who are working to identify and resolve the underlying issue affecting your connection. Until the fault is fully resolved, the billing concern you’ve raised needs to be reviewed alongside the service interruption. We’re going to flag your billing query together with the active fault so both are looked at in context, rather than separately, so there’s a clear outcome once the issue is resolved. We’ll keep you updated as soon as we receive feedback from the faults team. Warm regards,
 Webafrica Crew 

Hi Telius,
We understand how difficult it is to feel stuck without updates and unsure about what to do next.
Please be assured that the technical team is actively working on your fault and following it through to resolution. The matter remains under active investigation, and the team is continuing to engage internally to ensure progress is made. The moment there is additional feedback or a confirmed update, it will be shared with you right away so you are not left in the dark.
We remain focused on getting this resolved and restoring your service as it should be.
Warm regards,
Webafrica Crew

Hi Telius,

To ensure this is properly addressed, we have requested a technical callback to be arranged. A technician will reach out to you directly to provide hands‑on assistance and investigate the matter further so it can be resolved correctly. We’ll continue working to get this sorted and ensure you receive the support you need.
Warm regards,
Webafrica Crew

Hi Telius,  We’re sorry to hear about your frustration and that you feel you haven’t received the help you needed so far. We understand how important it is to have your request handled properly and without further delay. We will request our Retentions Team to reach out to you directly to assist with your cancellation request and ensure the matter is properly reviewed and actioned. They will engage with you to confirm the necessary next steps and provide clarity on the process. We appreciate your patience while this is being attended to. Warm regards,
 Webafrica Crew 

 Hi Telius,  
We have logged an urgent request for our Cancellation team to get in touch to discuss the next steps as soon as possible. 


Warm regards, 
Webafrica Crew

Hi Telius, we'd be happy to help with your cancellation query. To make sure we direct your request to the right team, could you please send us a private message with a few more details about what you'd like assistance with?Once we've received your message, we'll ensure the relevant team reviews your request and reaches out to you as soon as possible.Warm regards,
 Webafrica Crew

Hi Telius, 
Thank you for your message.To ensure the correct team is assigned to assist you, could you please share a brief description of your query here? Once we have a bit more detail, we’ll be able to direct it to the relevant team so they can get in touch with you.Warm regards,
 Webafrica Crew

Good day Telius,Thank you for your message.We’ve checked your account and can confirm it is currently suspended due to an outstanding balance. Before we can proceed with any cancellation request, the outstanding amount will need to be settled, as billing needs to be up to date for the cancellation process to continue.Once payment has been received and reflected on the account, we’ll be able to assist further with processing your cancellation request and ensure it is handled through the correct team.If you need the outstanding amount or payment details, let us know and we’ll gladly assist.Warm regards,
 Webafrica Crew