Ongoing Unresolved Service Fault – Suspected *****ulent Billing for 1000Mbps Fibre Line

Dear Webafrica and ISPA,

I am writing to formally escalate a critical and ongoing issue regarding my 1000 Mbps fibre line provided by Webafrica via Metrofibre. Since the day of installation over a year ago, I have never received the contracted speeds. Instead, I consistently receive only around 300 Mbps — less than one-third of the advertised and billed service.

Despite logging numerous support tickets with Webafrica, the problem remains unresolved. Each time, I am met with scripted responses that do not address the technical issues at hand. Support tickets are closed prematurely and without resolution — such as ticket #313166, closed on May 26, 2025, without a technician ever visiting the premises.

As an IT Engineer with over 35 years of experience in wireless and fibre communications, I can confidently say that this is not an internal fault on my end. I have the technical ability to perform accurate diagnostics, and I have performed consistent speed tests, verified hardware, and ruled out internal causes. The issue is clearly with the service being delivered upstream.

Furthermore: - I have previously escalated this to ISPA, who instructed Webafrica to take action. Webafrica then falsely claimed I was unresponsive — despite the fact that I rep**** promptly, including to emails from Dial-a-Nerd, which were completely ignored. - Tickets are created, then closed a few days later without investigation. When I follow up, the records are often “missing” or “can’t be found.” - I have repeatedly asked for a technician from Metrofibre to be sent out, which has not been done.

I now believe Webafrica is engaging in *****ulent business practices: - I am being billed for a 1000 Mbps service that has never been delivered. - Webafrica continues to knowingly charge for this non-existent service. - I am not alone — this is a pattern affecting multiple customers, based on online reports.

I am now demanding: 1. A technician from Metrofibre be dispatched to physically inspect the line and connection at the premises. 2. An immediate billing adjustment or refund for the year of substandard service. 3. A full written explanation from Webafrica regarding the repeated premature ticket closures and lack of support follow-up. 4. A complete record of all support tickets and logged complaints on my account.

If I do not receive a satisfactory and timely response within 7 business days, I will escalate this to the National Consumer Commission, ***, and pursue legal options. I will also begin sharing this experience publicly on HelloPeter, MyBroadband, and other platforms to warn other consumers.