MC
Marcia C
1 reviews | Active since Feb 2013
10 Sept 2026, 13:21
No Internet Connection
I woke to no internet connection since 04:30. Contacted Webafrica, I was made to wait long in the queue waiting to be connected to an agent. I was eventually connected an agent that made waiting again. Thereafter, I was advised that my issue will be transferred to another team. Im still waiting in another queue, not knowing what is the issue and what is the SLA of resolving my issue. Can I please get assistance, it is now frustrating playing the waiting game.
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Replies (3)
Webafrica's replyOfficial
10 Sept 2026, 13:50Hi Marcia,
We understand how frustrating it must be to wake up without an internet connection and then spend additional time waiting for assistance while trying to find out what is happening. When you're looking for support, you deserve clear communication and updates on the status of the issue. Having reviewed the matter, we can confirm that there is currently an outage in your area due to infrastructure damage. The network provider's technicians are actively attending to the fault, and the incident has been assigned a high priority due to the number of customers impacted.While we appreciate that this does not immediately restore your service, please be assured that the outage is receiving urgent attention from the network provider. FYour feedback regarding your support experience is important to us and will be shared with our Service Quality Team for review and improvement. We remain committed to ensuring our customers receive the assistance and communication they expect.If you require any further assistance, please feel free to continue engaging with us via direct message and we'll gladly assist.
Warm regards,
Webafrica Crew
We understand how frustrating it must be to wake up without an internet connection and then spend additional time waiting for assistance while trying to find out what is happening. When you're looking for support, you deserve clear communication and updates on the status of the issue. Having reviewed the matter, we can confirm that there is currently an outage in your area due to infrastructure damage. The network provider's technicians are actively attending to the fault, and the incident has been assigned a high priority due to the number of customers impacted.While we appreciate that this does not immediately restore your service, please be assured that the outage is receiving urgent attention from the network provider. FYour feedback regarding your support experience is important to us and will be shared with our Service Quality Team for review and improvement. We remain committed to ensuring our customers receive the assistance and communication they expect.If you require any further assistance, please feel free to continue engaging with us via direct message and we'll gladly assist.
Warm regards,
Webafrica Crew
Webafrica's reply10 Sept 2026, 13:50
Official
Hi Marcia,
We understand how frustrating it must be to wake up without an internet connection and then spend additional time waiting for assistance while trying to find out what is happening. When you're looking for support, you deserve clear communication and updates on the status of the issue. Having reviewed the matter, we can confirm that there is currently an outage in your area due to infrastructure damage. The network provider's technicians are actively attending to the fault, and the incident has been assigned a high priority due to the number of customers impacted.While we appreciate that this does not immediately restore your service, please be assured that the outage is receiving urgent attention from the network provider. FYour feedback regarding your support experience is important to us and will be shared with our Service Quality Team for review and improvement. We remain committed to ensuring our customers receive the assistance and communication they expect.If you require any further assistance, please feel free to continue engaging with us via direct message and we'll gladly assist.
Warm regards,
Webafrica Crew
We understand how frustrating it must be to wake up without an internet connection and then spend additional time waiting for assistance while trying to find out what is happening. When you're looking for support, you deserve clear communication and updates on the status of the issue. Having reviewed the matter, we can confirm that there is currently an outage in your area due to infrastructure damage. The network provider's technicians are actively attending to the fault, and the incident has been assigned a high priority due to the number of customers impacted.While we appreciate that this does not immediately restore your service, please be assured that the outage is receiving urgent attention from the network provider. FYour feedback regarding your support experience is important to us and will be shared with our Service Quality Team for review and improvement. We remain committed to ensuring our customers receive the assistance and communication they expect.If you require any further assistance, please feel free to continue engaging with us via direct message and we'll gladly assist.
Warm regards,
Webafrica Crew
MC
Marcia C's updateReviewer Update
10 Sept 2026, 15:19With is the SLA in resolving the LOS issue?
MC
Marcia C's update10 Sept 2026, 15:19
Reviewer Update
With is the SLA in resolving the LOS issue?
Webafrica's replyOfficial
10 Sept 2026, 16:00Hello Marcia,Thank you for following up with us. At this stage, Openserve has not provided an SLA or estimated restoration time, as the repair duration depends on the extent of the infrastructure damage that has been identified. We can confirm that their technicians remain actively onsite working to resolve the issue and restore connectivity to all affected users.While we're unable to provide an exact timeframe at present, the outage remains a high-priority incident with the network provider due to the number of customers impacted. We are monitoring the matter closely and will continue to track updates as they become available.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew
Webafrica's reply10 Sept 2026, 16:00
Official
Hello Marcia,Thank you for following up with us. At this stage, Openserve has not provided an SLA or estimated restoration time, as the repair duration depends on the extent of the infrastructure damage that has been identified. We can confirm that their technicians remain actively onsite working to resolve the issue and restore connectivity to all affected users.While we're unable to provide an exact timeframe at present, the outage remains a high-priority incident with the network provider due to the number of customers impacted. We are monitoring the matter closely and will continue to track updates as they become available.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew