Ongoing service failures and Incorrect termination of service by WebAfrica

My experience with WebAfrica has been nothing short of unacceptable. In all honesty, this has been the most unreliable fibre ISP I have ever dealt with, and I would struggle to recommend their services to anyone, not even my worst enemy.

Over the past year, I have endured consistently slow, inefficient, and often *********** service. It is virtually impossible to speak to a human being telephonically. Instead, customers are forced to engage with an AI bot or, at best, a chat-based support agent who often lacks the ability to resolve issues. I have spent two consecutive days on WhatsApp chat—more than four hours each day—without any resolution to my problem.

After tolerating nearly ten months of poor service, I finally requested cancellation. My instructions were explicit: the cancellation should take effect on 31 March 2026. Despite this clear directive, WebAfrica inexplicably instructed MetroFibre to terminate my service immediately, resulting in my line being disconnected on 18 February 2026.

When I contacted WebAfrica on 18 February, they only responded on the 19th, where I was told they would request reactivation, which would take 48 hours. Yet today, 20 February, I was informed that no such request was ever submitted. I am now being told to wait until Monday, 2 March, due to their own negligence.

Unfortunately, this is only one example of the ongoing issues I have faced. To make matters worse, after completing a full 12‑month term, which includes serving the required notice period, I was informed that I would still be charged a R900 cancellation fee—despite the service failures I have endured.

This level of service is deeply disappointing and reflects a complete disregard for customer experience.