Paid but wifi was disconnected

Hi  Michelle 

We will be here for you,  Mon-Fri 8 am to 5 pm, via private message for any further support. 

Warm regards, 
Webafrica Crew 

 Hi  Michelle 
 
We have raised the matter with the Finance teams who manage all service suspension cases. They are actively taking a closer look and will advise on the next steps ASAP. 
 
Warm regards, 
Webafrica Crew 

Hello  Michelle

Please advise whether you still need any support with your connection. Have you managed to connect to one of our support agents yet? Please let us know. 

Warm regards, 
Webafrica Crew

Hi Michelle, thanks for confirming the restart.Since the connection issue is still ongoing after that, there are a few practical things we can try on your side to help improve stability before we consider any further steps.Please try the following:

•  If possible, move closer to the router and test again (this helps rule out WiFi signal drop) 
•  Disconnect other devices temporarily and test with only one device connected 
•  Switch off any VPNs or background downloads (these can slow messaging apps like WhatsApp) 
•  Run a speed test on a single device and note if the results are consistently low or fluctuating 
•  If you're on WiFi, try switching between 2.4GHz and 5GHz (if your router supports both) 

WhatsApp delays usually happen when the connection is unstable rather than completely down, so these checks help pinpoint whether it’s WiFi interference or a line inconsistency.If you notice improvement after any of the above, let us know so we can narrow it down further with you.Warm regards,
 Webafrica Crew

Hi Michelle, we understand how frustrating this is, especially with the constant reconnections even when you’re close to the router and the VPN error showing on your Android device.We’ve requested our technical team to look into this further so they can investigate the stability of the connection and identify what’s causing the dropouts and VPN connectivity issue.Warm regards,
 Webafrica Crew

Hi Michelle, 
Absolutely 😊We’ll keep you updated as things progress and ensure you’re informed of any developments as soon as they’re available.Warm regards,
 Webafrica Crew

You're welcome.

Hi Michelle, 
Thank you for the update, and we hear how frustrating this is, especially after following the troubleshooting steps and still dealing with poor speed and connection issues. We understand how disruptive this becomes when the service isn’t stable.To help us narrow this down properly, could you please confirm the current lights showing on your router (especially the Internet/WAN and LOS/PON lights, if available)?Once we have that, we’ll be able to determine whether this is a line issue, signal loss, or a router/session problem and escalate it correctly if needed. We want to make sure we get this stabilised for you as quickly as possible.Warm regards,
 Webafrica Crew

Hi Michelle,Thank you for the update, and we understand that you’ve already restarted the router.Since the router is still showing WLAN, LAN, and PON lights, let’s do a quick next check to help narrow this down:Please test the connection on one device (preferably via WiFi close to the router) and let us know:

•  Whether the device connects but does not load pages, or 
•  Whether it disconnects intermittently 

Also, if possible, try another device to confirm if the issue is affecting all devices or just one.Once we have that, we’ll be able to better isolate whether this is a device-specific issue, WiFi interference, or a line stability concern.Warm regards,
 Webafrica Crew

Hi Michelle,Thank you for testing that and for the detailed feedback.We’ve logged this with our technical team to investigate the ongoing connection issue and assist further. They will review the information provided, including the fact that the issue persists across multiple devices, to help determine the cause and the appropriate next steps to restore stable connectivity.The team will come back with feedback as soon as their assessment is complete.Warm regards,
 Webafrica Crew

You're welcome.

Hi Michelle We understand how frustrating an unstable connection can be, especially when it keeps dropping throughout the day. Let’s try a few quick steps that often help improve stability:• Restart your router and ONT device; leave them off for about 2–3 minutes before powering back on
 • Check that all cables are securely connected, especially the fibre line into the ONT
 • Move closer to the router or reduce the number of connected devices to test performance
 • If possible, connect via a LAN cable to see if the issue is WiFi-related

 If the issue continues after this, please reach out to us with your details so we can run line checks and escalate to our network partners if needed. We’re here to get you back to a stable connection as quickly as possible 

Warm regards, 
Webafrica Crew

Hi Michelle,
We understand how frustrating it must be to pay for a service and then struggle with slow speeds at night, especially when your household and business rely on a stable connection. Situations like this can be very disruptive and stressful.
At this stage, the issue appears to be linked to a network-related incident affecting multiple users, not only your connection. Unfortunately, while this is being addressed, there is no confirmed resolution time available, which understandably adds to the frustration.
As a workaround, the most effective option would be to consider an alternate service such as LTE to keep your home and business running while the network issue is being resolved. We’re happy to assist in arranging this if needed.
Warm regards,
Webafrica Crew

Hi Michelle,
Thank you for your continued feedback. We understand how frustrating it must be to deal with ongoing slow speeds and poor connectivity for such an extended period, especially when you have been relying on mobile data while still paying for your service. This is not the experience we want for you.
The network related issue affecting your area is still ongoing, and there is unfortunately still no confirmed resolution time available at this stage. We understand how difficult this is, particularly given how long it has been impacting your connection.
As a workaround, the most effective option would still be to consider an alternate service such as LTE to keep your home and business running while the network issue is being resolved. We are more than happy to assist in arranging this for you if needed.
Please feel free to continue engaging with us via Hello Peter, and let us know if you would like assistance with an alternative solution in the meantime so we can support you further and keep things moving forward.
Warm regards,
Webafrica Crew

Hi Michelle,Thank you for coming back to us.We understand your frustration with the ongoing slow speeds and connectivity challenges, especially over an extended period where the service has not been performing as expected. We also acknowledge your concern regarding usage and billing during this time.We can confirm that the matter is still actively in progress with the relevant Faults Teams and the network provider (Vuma) for further investigation and resolution. At this stage, there is still no confirmed restoration timeframe, as the root cause is being worked on at network level.The Faults Teams remain engaged and continue to follow up with the provider to push for progress and restoration as a priority.We appreciate your continued engagement while this is being addressed and will keep you updated as soon as there is any movement or feedback from the network side.Warm regards,
 Webafrica Crew.

Hi Michelle, 
We understand how frustrating it is to experience another outage after the connection was only recently restored. After dealing with connectivity issues for most of last month, it's understandable that seeing the service go down again has left you feeling disappointed, especially when it appears to be affecting your entire area.Before we log a new escalation, let's first check whether this is a known area issue or something that can be resolved quickly.Could you please try the following:

•  Restart your router by switching it off for about 30 seconds before turning it back on. 
•  Check whether the lights on your router are behaving as normal, particularly the fibre/LOS light. If the LOS light is red or flashing, please let us know. 
•  If you've confirmed that neighbours using the same fibre provider are also offline, please let us know, as this will help us determine whether it's an area-related outage. 

Regarding your billing concerns, we understand why you're unhappy after the service interruptions you've experienced. Once your connection has been restored, we'll be happy to review your account and discuss your billing concerns based on the downtime you've experienced.We'll work with you to identify the cause of the interruption and get you back online as quickly as possible.Warm regards,
 Webafrica Crew

Hi Michelle,Thank you for confirming that the LOS light is red. This indicates that your router has lost the fibre signal, which means the connection isn't reaching your home rather than there being an issue with your Wi-Fi.As a few quick checks, could you please:

•  Ensure the fibre cable is securely connected to both the router and the fibre wall box (if applicable). 
•  Check that the fibre cable hasn't been bent, pinched, or accidentally disconnected. 
•  Restart the router once more by switching it off for 30 seconds before turning it back on. 

If the LOS light remains red after these checks, please let us know. That will confirm the fibre signal is still unavailable, and we'll guide you through the next steps to get the issue resolved.Warm regards,
 Webafrica Crew

Hi Michelle

The latest update on the outage:

Affected Customers:Fibre - Vuma Reach - City of Cape Town/Blackheath/Kuils RiverDetails:A Fibre outage is affecting Vuma Reach customers in the following areas: - City of Cape Town/Blackheath/Kuils River. Logged: 2026-07-02T10:05:01

We have logged an urgent follow-up with our Vumatel partner for any further updates. Please visit the following link on how to activate outage notifications for your area here: https://knowledge.webafrica.co.za/index.php/knowledge-base/how-to-view-and-manage-notifications-in-the-webafrica-mobile-app/

Warm regards, 
Webafrica Crew