Ongoing Latency, High Jitter and Unresolved 100 Mbps Fibre Upgrade Since 5 August

Before the beginning of August, there were latency issues on my line due to an outage. The service was eventually restored, but the latency issue remained. On top of the latency, there was also very high jitter on the line.

I reached out to support and was instructed to do the usual troubleshooting, including rebooting the equipment. I did everything that was requested, but it made no difference. I also have screenshots showing the latency and jitter issues.

Out of frustration, I decided to upgrade to a higher package because I thought that perhaps customers on higher packages received better priority or that the additional bandwidth might help with the problem.

On the 5th of August, I upgraded from my 50 Mbps package, which was around R700 per month, to the 100 Mbps package at R919 per month. I even paid the difference immediately because, had I not paid it, Webafrica would have had no problem suspending or cutting my internet service.

Today is the 30th of August, and my package has still not been upgraded to the 100 Mbps service that I ordered and paid for.

Every time I speak to an agent at Webafrica, I am told the matter has been escalated to Zoom Fibre. This has been the same response repeatedly, but there has been no actual resolution.

I cannot even simply cancel the service because cancelling with Webafrica is another difficult process on its own.

September is now approaching, and Webafrica will gladly debit my account R919 for a 100 Mbps package that I am still not receiving.

At this point, I am paying more for a service that has not been delivered, while the original latency and jitter problems have also not been properly resolved.