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Sarel E

1 reviews | Active since Dec 2010

29 Apr 2026, 09:24

Pathetic service

I was looking for a reliable internet provider for my daughter studying in Potchefstroom. So, I did some research and WebAfrica said LTE will work in that area. So, I signed up for the 30 Mbps package, received my router and set it up in JHB. I could net get more that 4 Mpbs, but because i signed up for a different location, I decided to wait and see what the speed at her place would be. To my disappointment, it was anything from zero, to 0.76 to MAX 1.4 Mbps. After hours/days/weeks on the phone and WhatsApp with consultants, nothing was resolved and al we got was: We cannot guarantee LTE speeds, That I get, but 0.76 to 1.4 on a 30 line??? AND then I get billed FULL amount while I cannot even use the service AT ALL!!! Upon requesting a refund or credit, I get the same excuse: We cannot guarantee speeds!! Meanwhile I had to pay MTN AND mobile data to keep my daughter connected for assignments and studies, hence DOUBLE internet costs for half the service!! In the meantime, I gave the router to my son in a different location who is at least getting 16 Mbps, which is still half the speed signed up for, but usable. But I still want a refund for Feb & March where I could not use ANY data/service but got billed in FULL!!!

0
Replies (5)
Webafrica
Webafrica's reply29 Apr 2026, 09:54
Official
Hi Sarel,
We understand how challenging this situation has been, particularly as the service was intended to support your daughter’s studies and resulted in additional costs to keep her connected. While we always aim to deliver the best possible experience, LTE services are influenced by factors such as coverage, signal strength, and network congestion, which means speeds cannot be guaranteed. For this reason, we’re unable to offer refunds based on LTE speed performance, even where the experience has fallen short of expectations.
That said, we do acknowledge the frustration this has caused and the impact it’s had on your household. Your feedback has been shared with our Service Quality Team for review and improvement, as it’s important for us to continually assess how these experiences are managed and communicated. If you’d like assistance exploring alternative service options that may better suit your needs, or if you require further support, please feel free to reach out to us via direct message Hello Peter and we’ll gladly assist.
Warm regards,
Webafrica Crew
SE
Sarel E's update29 Apr 2026, 10:01
Reviewer Update
You could have left this pathetic reply as well!! WHY THEN SELL PEOLPLE SERVICES IN AREAS YOU KNOW HAS ISSUES WITH LTE???? UPDATE YOUR USELESS WEBSITE TO BE MORE ACCURATE WITH COVERAGE, AND NOT MAKE MONEY FROM STUDENTS WHO CANNAT AFFORD TO PAY DOUBLE!!! I hope millions of people will see this review and avoid making the same mistake I did!!!!
PLEASE ALL: STAY AWAY, FAR AWAY FROM WEBAFRICA - TEHY ARE NOT INTERESTED IN SERVICE, JUST TAKING YOUR HARD-EARNED MONEY!!!

NOT INTERSTED IN ANY OTHER OF YOUR SERVICES, NOTHING WILL CHANGE IF IT HAS'NT IN 3 MONTHS!!!
Webafrica
Webafrica's reply29 Apr 2026, 10:21
Official
Hi Sarel,
We can clearly see how upsetting and exhausting this experience has been for you, especially given the impact it’s had on your family and the expectations you had when signing up. We understand why this situation has left you feeling let down and your concerns around accountability and how this was handled are being taken seriously.
Your full experience and feedback are being shared with our Service Quality Team for review and improvement, as it’s important for us to address where the experience has fallen short and ensure these concerns are properly evaluated internally. While this doesn’t undo what you’ve gone through, please know that your feedback is being used to drive accountability and better decision-making going forward.
Warm regards,
Webafrica Crew
SE
Sarel E's update29 Apr 2026, 10:41
Reviewer Update
Please see my WhatsApp chat from the start:

2026/02/17, 17:03 - This business uses a secure service from Meta to manage this chat. Tap to learn more.
2026/02/17, 17:03 -
2026/02/17, 17:03 - Webafrica: *Webafrica Order Update*

Hi there! *Thank you for your order!* You will be sent a RICA link where you will have to upload your ID (if using a smart ID, we will need photos of both sides of the card) and proof of address (e.g. bank statement, utility bill, lease or store account) to proceed.

Regards Webafrica.
2026/02/18, 10:09 - Webafrica: *Webafrica Order Update*

Hi there! Your order has been accepted! *Now it is time to RICA your service.*Submit your ID (if using a smart ID, please have both sides of the card ready) and proof of address (e.g. bank statement, utility bill, lease or store account of no older than 3 months) via this link within the next 7 days:https://onboarding-nology-webafrica.kyc.business?key=PPapyHk14hCU8%2bUKpb9x%2fbjzxn9sTuvVjhWYJKVNNVl47gRZSuypTuwyAZTcM2dI

Regards Webafrica.
2026/02/18, 11:42 - Francois Erasmus: Hi, this is not working!!!!
2026/02/18, 11:42 - Webafrica: Thanks, let me take a quick look for you...
2026/02/18, 11:42 - Webafrica: Please choose an appropriate option from the menu below.

*0*: Main Menu.
*1*: Check available internet services in your area.
*2*: Check if you're affected by any outages.
*3*: Chat to one of our agents.
*4*: Get an update on your line fault.
2026/02/18, 11:42 - Webafrica: You are welcome to chat with us here.

But for the quickest resolutions and full account tools, the Webafrica App is your best option:

Webafrica App: https://u.wa.co.za/app
2026/02/18, 11:42 - Webafrica: Sorry, I was not able to find any available products for that address.
2026/02/18, 11:42 - Webafrica: Hi Sarel, thank you for making use of our Live Chat support chat.

Our friendly bot, Willie will try to answer any questions you may have.

You may also use the following menu shortcuts (type the shortcut in bold below).

*0*: Main Menu.
*1*: Check available internet services in your area.
*2*: Check if you're affected by any outages.
*3*: Chat to one of our agents.
*4*: Get an update on your line fault.
2026/02/18, 11:42 - Webafrica: IMG-***8-WA0005.jpg (file attached)
Great news! You have the following services available in your area:
2026/02/18, 11:42 - Francois Erasmus: 3
2026/02/18, 11:42 - Webafrica: Thanks Sarel Francois Erasmus. Please choose the appropriate option below so that we may direct your chat to the correct department.

*1*: I have a billing enquiry.
*2*: My service was recently activated, I need help setting it up.
*3*: I need an order, delivery or installation update.
*4*: I want to order a service/product.
*5*: I have a connection/speed issue.
2026/02/18, 11:42 - Francois Erasmus: 4
2026/02/18, 11:42 - Webafrica: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform.
2026/02/18, 11:43 - Webafrica: *Zuveria*: Hi there, my name is Zuveria, how can I assist you today?
2026/02/18, 11:43 - Francois Erasmus: I am unable to upload my proof of adres
2026/02/18, 11:45 - Francois Erasmus: IMG-***8-WA0006.jpg (file attached)
2026/02/18, 11:46 - Francois Erasmus: Hi - Please can you assist me?
2026/02/18, 12:19 - Webafrica: *Zuveria A.*: Hi Sarel, please hold while I transfer you to our provisioning team who will be able to assist you further.
2026/02/18, 12:20 - Webafrica: You are being *transferred* to an agent, please wait while I connect you...
2026/02/18, 12:20 - Webafrica: *Gadija*: Hi there, my name is Gadija, how can I assist you today?
2026/02/18, 12:20 - Francois Erasmus: I am unable to upload my proof of adres
2026/02/18, 12:20 - Francois Erasmus: IMG-***8-WA0006.jpg (file attached)
2026/02/18, 12:21 - Webafrica: *Gadija S.*: Thank you for reaching out, Sarel. I'll gladly assist you with uploading your documents.
2026/02/18, 12:21 - Webafrica: *Gadija S.*: Can you confirm the following details so I may load your WebAfrica account?
2026/02/18, 12:21 - Webafrica: *Gadija S.*: Full Name, email address, I.D number, and physical address, please
2026/02/18, 12:22 - Francois Erasmus: SAF ERASMUS
***
***
11 Uil rd, Terenure, Kempton Park
2026/02/18, 12:24 - Webafrica: *Gadija S.*: Thank you for providing all the necessary information. I’m going to look into this now, which might take a few minutes (5 min). I appreciate your patience
2026/02/18, 12:29 - Webafrica: *Gadija S.*: Thanks for waiting
2026/02/18, 12:29 - Webafrica: *Gadija S.*: I see you placed an LTE order and need to submit your RICA documents.
2026/02/18, 12:29 - Francois Erasmus: Correct
2026/02/18, 12:30 - Webafrica: *Gadija S.*: Please send a copy of your proof of address and ID on the chat so i can upload it on your behalf
2026/02/18, 12:30 - Francois Erasmus: IMG-***8-WA0007.jpg (file attached)
2026/02/18, 12:30 - Francois Erasmus: GenerateBill (2).pdf (file attached)
GenerateBill (2).pdf
2026/02/18, 12:32 - Webafrica: *Gadija S.*: Thank you
2026/02/18, 12:34 - Webafrica: *Gadija S.*: I have had that submitted for you. Please allow up to 48 hours for feedback
2026/02/18, 12:34 - Webafrica: *Gadija S.*: Is there anything else I may assist you with?
2026/02/18, 12:34 - Francois Erasmus: Thank you. I think it's okay for now.
2026/02/18, 12:36 - Webafrica: *Gadija S.*: Thank you for your time. I'd appreciate it if you could rate the service I've given you today by clicking this link: https://g.page/r/CYfngxBM6f_vEAE/review and please add my name Gadija as well
2026/02/18, 12:36 - Webafrica: *Gadija S.*: Please feel free to log into your customer zone on the WebAfrica website to view additional products and service we can offer you. www.webafrica.co.za 👌✨
2026/02/18, 12:36 - Webafrica: *Gadija S.*: Have a lovely day further 👌✌️👍

If there is nothing else and you're satisfied with the resolution I've given, please end this chat session now by typing 'END CHAT'.
2026/02/18, 12:40 - Francois Erasmus: END CHAT
2026/02/18, 12:40 - Webafrica: Looks like you’re done! Your session (***) has been closed. You’re back with Willie now. Press *1* to reopen chat, press *2* to rate your experience with *Gadija* or press *0* for the main menu.
2026/02/20, 11:03 - Webafrica: *Webafrica Order Update*

Hi there! *Your order Z*** has been handed over to our couriers.* They will make contact with you within the next 72 hours to confirm delivery details. Please keep an eye out for their communication (possibly from an unknown number).

Regards Webafrica.
2026/02/23, 17:50 - Francois Erasmus: Please-On-Board-Me
2026/02/23, 17:50 - Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

*1*. I am not sure where to go to keep tabs on my data usage
*2*. I have a query with regards to data top-ups
*3*. I need to query my billing
*4*. I received all the components necessary to go online but need help setting them up
*5*. My internet connection is intermittment
*6*. My internet connection is slow
*7*. My internet service has not gone active 48 hours after inserting SIM
*8*. My service has been locked due to location or the use of an unapproved router
*9*. Other
2026/02/23, 17:50 - Francois Erasmus: 4
2026/02/23, 17:50 - Webafrica: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform.
2026/02/23, 18:30 - Webafrica: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB
2026/02/23, 18:45 - Webafrica: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB
2026/02/23, 19:00 - Webafrica: Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available.
2026/02/23, 19:15 - Webafrica: Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available.
2026/02/23, 19:30 - Webafrica: This is taking much longer than usual. I am putting your request on high priority for an agent to get back to as soon as possible. Sit tight, we’ll get you help as soon as possible.
2026/02/23, 19:30 - Francois Erasmus: End chat
2026/02/23, 19:30 - Webafrica: Live Chat session ended. Your reference for this session is #***0. Press *0* for main menu.
2026/02/24, 17:54 - Francois Erasmus: Please on-board me
2026/02/24, 17:54 - Webafrica: Sorry, I was not able to find any available products for that address.
2026/02/24, 17:54 - Webafrica: Thanks, let me take a quick look for you...
2026/02/24, 17:54 - Webafrica: IMG-***8-WA0005.jpg (file attached)
Great news! You have the following services available in your area:
2026/02/24, 17:54 - Webafrica: Please choose an appropriate option from the menu below.

*0*: Main Menu.
*1*: Check available internet services in your area.
*2*: Check if you're affected by any outages.
*3*: Chat to one of our agents.
*4*: Get an update on your line fault.
2026/02/24, 17:55 - Francois Erasmus: 0
2026/02/24, 17:55 - Webafrica: *0*: Main Menu.
*1*: Check available internet services in your area.
*2*: Check if you're affected by any outages.
*3*: Chat to one of our agents.
*4*: Get an update on your line fault.
2026/02/24, 17:55 - Francois Erasmus: 1
2026/02/24, 17:55 - Webafrica: Thanks, let me take a quick look for you...
2026/02/24, 17:55 - Webafrica: Sorry, I was not able to find any available products for that address.
2026/02/24, 17:55 - Webafrica: IMG-***8-WA0005.jpg (file attached)
Great news! You have the following services available in your area:
2026/02/24, 17:56 - Francois Erasmus: Please-On-Board-Me
2026/02/24, 17:56 - Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

*1*. I am not sure where to go to keep tabs on my data usage
*2*. I have a query with regards to data top-ups
*3*. I need to query my billing
*4*. I received all the components necessary to go online but need help setting them up
*5*. My internet connection is intermittment
*6*. My internet connection is slow
*7*. My internet service has not gone active 48 hours after inserting SIM
*8*. My service has been locked due to location or the use of an unapproved router
*9*. Other
2026/02/24, 17:56 - Francois Erasmus: 6
2026/02/24, 17:56 - Webafrica: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform.
2026/02/24, 18:42 - Francois Erasmus: 6
2026/02/24, 18:42 - Webafrica: Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type *ENDCHAT*.
2026/02/24, 18:45 - Webafrica: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB
2026/02/24, 19:00 - Webafrica: Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available.
2026/02/24, 19:09 - Webafrica: *Hlumelo*: Hi there, my name is Hlumelo, how can I assist you today?
2026/02/24, 19:09 - Francois Erasmus: HI, My internet is slow, between 3 and 9 Mps instead of 30
2026/02/24, 19:10 - Webafrica: *Hlumelo M.*:
Thank you for your request. I acknowledge receipt and will review it accordingly. Please hold while i check your profile
2026/02/24, 19:12 - Webafrica: *Hlumelo M.*: How many devices are connected to your router?
2026/02/24, 19:13 - Francois Erasmus: one
2026/02/24, 19:17 - Webafrica: *Hlumelo M.*: Do you have a laptop with you?
2026/02/24, 19:17 - Francois Erasmus: Yes
2026/02/24, 19:18 - Webafrica: *Hlumelo M.*: What is the name of your router? I want you to login to the router interface so that we can check if APN is set properly
2026/02/24, 19:20 - Francois Erasmus: Bee se Plekkie
2026/02/24, 19:20 - Webafrica: *Hlumelo M.*: The router brand name
2026/02/24, 19:20 - Francois Erasmus: PW; Bee@171107!!
2026/02/24, 19:20 - Francois Erasmus: Sorry, ZTE k12
2026/02/24, 19:20 - Webafrica: *Hlumelo M.*: Not WIFI details, or take a picture of your router
2026/02/24, 19:21 - Francois Erasmus: IMG-***4-WA0016.jpg (file attached)
2026/02/24, 19:21 - Webafrica: *Hlumelo M.*: Connect to the ZTE Wi-Fi
On your computer, connect to the ZTE router’s Wi-Fi network.
2026/02/24, 19:21 - Francois Erasmus: IMG-***4-WA0018.jpg (file attached)
2026/02/24, 19:21 - Webafrica: *Hlumelo M.*: Note: The device may show “Connected, no internet” — this is normal.
Open a Web Browser
Open Chrome, Safari, or any internet browser.
Access the Router Page
In the address bar, type: 192.168.0.1 or 192.168.1.1
Press Enter.
Log In to the Router
Enter the router login details.
Common defaults:
Username: admin
Password: admin
(Use the details on the router label if different.)
2026/02/24, 19:22 - Francois Erasmus: I am in it
2026/02/24, 19:23 - Webafrica: *Hlumelo M.*: Send a picture of the screen you on
2026/02/24, 19:23 - Francois Erasmus: IMG-***4-WA0020.jpg (file attached)
2026/02/24, 19:24 - Francois Erasmus: IMG-***4-WA0022.jpg (file attached)
2026/02/24, 19:24 - Webafrica: *Hlumelo M.*: Go to Network / APN Settings
Navigate to Network Settings
2026/02/24, 19:24 - Webafrica: *Hlumelo M.*: Select APN or Profile Management.
2026/02/24, 19:25 - Francois Erasmus: IMG-***4-WA0024.jpg (file attached)
2026/02/24, 19:27 - Webafrica: *Hlumelo M.*: Create or Edit an APN Profile
Click Add New or Edit.
2026/02/24, 19:27 - Francois Erasmus: IMG-***4-WA0026.jpg (file attached)
2026/02/24, 19:28 - Webafrica: *Hlumelo M.*: Update like this
2026/02/24, 19:28 - Webafrica: *Hlumelo M.*: Profile name is WebAfrica
APN: ws.dd.fwa
Username: leave blank
Password: leave blank
Authentication: PAP or Auto
IP Type: IPv4 or IPv4/IPv6 (Auto if available)
Save and Set as Default
Save the profile.
2026/02/24, 19:30 - Francois Erasmus: Done
2026/02/24, 19:31 - Webafrica: *Hlumelo M.*: What does it show?
2026/02/24, 19:31 - Francois Erasmus: IMG-***4-WA0028.jpg (file attached)
2026/02/24, 19:32 - Webafrica: *Hlumelo M.*: Ok save and run a speed test
2026/02/24, 19:33 - Francois Erasmus: IMG-***4-WA0030.jpg (file attached)
On PC
2026/02/24, 19:34 - Francois Erasmus: IMG-***4-WA0031.jpg (file attached)
2026/02/24, 19:35 - Webafrica: *Hlumelo M.*: Since we just updated the APN lets leave it for tonight to sync, then tomorrow morning run a speed test again, atleast you should get something close to 30 not less than 20. If its still less let us know so that we can escalate it
2026/02/24, 19:36 - Francois Erasmus: Okay
2026/02/24, 19:36 - Webafrica: *Hlumelo M.*: Is there anything else I can assist you with while you're on the line? I'd be happy to answer any questions you have about your billing.
2026/02/24, 19:37 - Francois Erasmus: IMG-***4-WA0032.jpg (file attached)
2026/02/24, 19:37 - Francois Erasmus: Yes, I am getting this message.
2026/02/24, 19:39 - Webafrica: *Hlumelo M.*: Yes that is a prorata for the internet for February
2026/02/24, 19:40 - Francois Erasmus: Oh I see.
2026/02/24, 20:45 - Webafrica: *Hlumelo Mpotulo*: Hi Sarel Francois Erasmus, it seems there hasn't been communication between you and our agent for some time. This chat will now be closed. If you'd still like to speak to an agent, please start a new chat session.The new agent will have a copy of your last conversation.
2026/03/09, 12:56 - Francois Erasmus: Please-On-Board-Me
2026/03/09, 12:56 - Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

*1*. I am not sure where to go to keep tabs on my data usage
*2*. I have a query with regards to data top-ups
*3*. I need to query my billing
*4*. I received all the components necessary to go online but need help setting them up
*5*. My internet connection is intermittment
*6*. My internet connection is slow
*7*. My internet service has not gone active 48 hours after inserting SIM
*8*. My service has been locked due to location or the use of an unapproved router
*9*. Other
2026/03/09, 12:57 - Francois Erasmus: 6
2026/03/09, 12:57 - Webafrica: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform.
2026/03/09, 13:45 - Webafrica: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB
2026/03/09, 14:00 - Webafrica: Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available.
2026/03/09, 14:15 - Webafrica: Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available.
2026/03/09, 14:30 - Webafrica: This is taking much longer than usual. I am putting your request on high priority for an agent to get back to as soon as possible. Sit tight, we’ll get you help as soon as possible.
2026/03/09, 14:35 - Webafrica: *Vuyelwa*: Hi there, my name is Vuyelwa, how can I assist you today?
2026/03/09, 14:35 - Francois Erasmus: My internet is VERY slow!!
2026/03/09, 14:37 - Francois Erasmus: IMG-***9-WA0024.jpg (file attached)
2026/03/09, 14:41 - Webafrica: *Vuyelwa J.*: Thank you for coming through to the Webafrica Live chat.
2026/03/09, 14:42 - Webafrica: *Vuyelwa J.*: I am sorry to hear that your Wi-Fi is slow.
2026/03/09, 14:42 - Webafrica: *Vuyelwa J.*: I will be glad to look into this for you.
2026/03/09, 14:43 - Webafrica: *Vuyelwa J.*: Has it been slow since it was activated?
2026/03/09, 14:45 - Francois Erasmus: It was better at some stage, like 7.9 but nowhere close to the 30 I've signed up for!! And that was in Kempton Park, now that my daugter took it to Potchefstroom - it's just pathetic!!
2026/03/09, 14:48 - Webafrica: *Vuyelwa J.*: It may be an area coverage issue.
2026/03/09, 14:49 - Webafrica: *Vuyelwa J.*: Are you with the router now?
2026/03/09, 14:49 - Francois Erasmus: Well, I've asked this question BEFORE signing up!!
2026/03/09, 14:51 - Francois Erasmus: IMG-***9-WA0026.jpg (file attached)
2026/03/09, 14:51 - Francois Erasmus: Even the correct address is on my invoice.
2026/03/09, 14:54 - Webafrica: *Vuyelwa J.*: Alright. Is the router with you now to troubleshoot the issue?
2026/03/09, 14:57 - Francois Erasmus: No, it's not, if you can check on the earlier conversation with *Hlumelo M.*, we've done some troubleshooting without much success, but I was okay with 13 Mps but what I'm getting in Potchefstroom won't work for her studies.
2026/03/09, 14:59 - Francois Erasmus: She moved it around the flat and the best she got was 4.39 download in the kitchen.
2026/03/09, 15:04 - Webafrica: *Vuyelwa J.*: Alright. I see on your last chat, you changed the APN to ws.dd.fwa.
2026/03/09, 15:04 - Webafrica: *Vuyelwa J.*: The APN is actually supposed to be "Internet".
2026/03/09, 15:05 - Webafrica: *Vuyelwa J.*: We'll need it changed back to Internet before we can log a speed issue fault with Telkom.
2026/03/09, 15:05 - Francois Erasmus: Yes, that's what Hlumelo told me to do and then it worker fine in Jhb.
2026/03/09, 15:07 - Francois Erasmus: So, you have *********** people giving the wrong advice and nou I don't have the router with me and will only be able to get to it end of April!!
2026/03/09, 15:11 - Webafrica: *Vuyelwa J.*: Alright. That is the APN for MTN LTE services.
2026/03/09, 15:12 - Francois Erasmus: Okay, but now what??
2026/03/09, 15:12 - Webafrica: *Vuyelwa J.*: It may work for a while but, the correct one to use it "Internet"
2026/03/09, 15:12 - Webafrica: *Vuyelwa J.*: Please ask your daughter to log into the router and update the APN.
2026/03/09, 15:14 - Francois Erasmus: I'm not sure if she will know how, she never done something like this before!! And for me to explain over the phone not knowing myslef how to do it, will be hard.
2026/03/09, 15:16 - Webafrica: *Vuyelwa J.*: I understand. Please ask her to reset the router- that should take it back to the default "Internet. "
2026/03/09, 15:16 - Webafrica: *Vuyelwa J.*: If not, I will request a callback for her.
2026/03/09, 15:16 - Francois Erasmus: Okay, how does she do that?
2026/03/09, 15:21 - Webafrica: *Vuyelwa J.*: At the back of the ZTE router there's a reset hole at the back of the router, press and hold inside the reset hole for 20secs, release after 20secs and wait for the lights to reboot.
2026/03/09, 15:21 - Francois Erasmus: Okay, will try that when she gets home from class.
2026/03/09, 15:24 - Webafrica: *Vuyelwa J.*: Thank you so much.
2026/03/09, 15:31 - Webafrica: *Vuyelwa J.*: If you need further assistance or have any billing-related questions, please let me know.
2026/03/09, 16:16 - Francois Erasmus: We've done a re-set and it's now between 0.3 & 2.8 Mps.
2026/03/09, 16:19 - Webafrica: *Vuyelwa J.*: Alright. 1. Please connect your phone/PC to the router via Wi-Fi or a LAN cable.
2. Please Open a web browser (e.g. Google Chrome) and enter 192.168.0.1 in the search bar
2026/03/09, 16:20 - Webafrica: *Vuyelwa J.*: >>Use the "PASSWORD on the sticker of the router to login, and then login.
2026/03/09, 16:21 - Webafrica: *Vuyelwa J.*: 3. Once you are logged in, select "PC" (written in blue). Then, under "My Router - LTE," click "Settings."
2026/03/09, 16:21 - Webafrica: *Vuyelwa J.*: >> Then APN
>>Then please click on MANUAL
>>Next to APN, type "internet"
2026/03/09, 16:21 - Webafrica: *Vuyelwa J.*: Then please click on SAVE.
2026/03/09, 16:22 - Francois Erasmus: Okay, busy with het on the phone to try it.
2026/03/09, 16:23 - Webafrica: *Vuyelwa J.*: Thank you. After saving, please do another speed test.
2026/03/09, 16:28 - Francois Erasmus: Nothing like this in the menu
2026/03/09, 16:34 - Francois Erasmus: We cannot type next to APN
2026/03/09, 16:39 - Webafrica: *Vuyelwa J.*: Apologies for the delayed response.
2026/03/09, 16:40 - Webafrica: *Vuyelwa J.*: Please check if there is MANUAL and AUTO next to APN
2026/03/09, 16:40 - Francois Erasmus: IMG-***9-WA0028.jpg (file attached)
2026/03/09, 16:40 - Webafrica: *Vuyelwa J.*: Then please select MANUAL
2026/03/09, 16:41 - Francois Erasmus: It is on manual, see the photo!!!!!
2026/03/09, 16:44 - Webafrica: *Vuyelwa J.*: Sorry, the picture is not clear on my end.
2026/03/09, 16:45 - Francois Erasmus: Sorry, but nothing is working!! It's ion manual but we're unable to type next to APN. There is also no SAVE option, just "set as default"??????
2026/03/09, 16:45 - Webafrica: *Vuyelwa J.*: I can request a callback for you, for someone who will speak directly to your daughter.
2026/03/09, 16:46 - Francois Erasmus: yes, that might be the best.
2026/03/09, 16:47 - Webafrica: *Vuyelwa J.*: Alright. Please give us her phone number.
2026/03/09, 16:48 - Francois Erasmus: ***
Bianca
2026/03/09, 16:53 - Webafrica: *Vuyelwa J.*: Thank you. I will request a call for you from the Outbound Team.
2026/03/09, 17:08 - Webafrica: Oh no! You’ve been disconnected from Vuyelwa Jan. This could be due to any number of reasons such as a loss of internet connection or load shedding. Please hold while we transfer you to the next available Webafrican. Your new agent will be able to access the chat history and will be ready to assist. We apologise sincerely for the inconvenience caused.
2026/03/09, 17:08 - Webafrica: *Vuyelwa*: Hi there, my name is Vuyelwa, how can I assist you today?
2026/03/09, 17:20 - Francois Erasmus: Please follow the chat.
2026/03/09, 17:26 - Webafrica: *Vuyelwa J.*: Apologies. You may ignore the above message. Had an error on my end. So, all my unclosed chats started over.
2026/03/09, 17:27 - Francois Erasmus: No problem. When will they phone her??
2026/03/09, 17:27 - Webafrica: *Vuyelwa J.*: Within the next few minutes. I have requested the callback.
2026/03/09, 17:28 - Francois Erasmus: Thank you.
2026/03/09, 17:32 - Webafrica: *Vuyelwa J.*: You are most welcome🙏
2026/03/09, 18:36 - Webafrica: *Vuyelwa Jan*: Hi Sarel Francois Erasmus, it seems there hasn't been communication between you and our agent for some time. This chat will now be closed. If you'd still like to speak to an agent, please start a new chat session.The new agent will have a copy of your last conversation.
2026/03/09, 18:36 - Francois Erasmus: Please-On-Board-Me
2026/03/09, 18:36 - Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

*1*. I am not sure where to go to keep tabs on my data usage
*2*. I have a query with regards to data top-ups
*3*. I need to query my billing
*4*. I received all the components necessary to go online but need help setting them up
*5*. My internet connection is intermittment
*6*. My internet connection is slow
*7*. My internet service has not gone active 48 hours after inserting SIM
*8*. My service has been locked due to location or the use of an unapproved router
*9*. Other
2026/03/09, 18:37 - Francois Erasmus: 6
2026/03/09, 18:37 - Webafrica: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform.
2026/03/09, 19:15 - Webafrica: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB
2026/03/09, 19:30 - Webafrica: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB
2026/03/09, 19:45 - Webafrica: Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available.
2026/03/09, 20:01 - Webafrica: Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available.
2026/03/09, 20:09 - Webafrica: *Vuyelwa*: Hi there, my name is Vuyelwa, how can I assist you today?
2026/03/09, 20:10 - Francois Erasmus: Same issue - I am still waiting for a call???
2026/03/09, 20:18 - Webafrica: *Vuyelwa J.*: Sorry \
2026/03/09, 20:18 - Webafrica: *Vuyelwa J.*: Sorry about that. The Outbound Team closes at 7PM. If they have not called now, they will make the call tomorrow.
2026/03/09, 20:19 - Webafrica: *Vuyelwa J.*: Apologies about that.
2026/03/09, 20:19 - Webafrica: *Vuyelwa J.*: they must have had a lot callbacks.
2026/03/09, 20:20 - Francois Erasmus: This is going to be very frustrating as they will either not call or call when she's in class. I should have known to stay away from Telkom as there are endless complaints about slow internet!!
2026/03/09, 20:23 - Webafrica: *Vuyelwa J.*: I sincerely apologize for that. What time does she get back from class, so I can specify the time with them?
2026/03/09, 20:26 - Francois Erasmus: She is away from home between 12:15 - 14:45
2026/03/09, 20:28 - Webafrica: *Vuyelwa J.*: I will request a morning call, will that be fine?
2026/03/09, 20:28 - Francois Erasmus: Yes please!!
2026/03/09, 20:30 - Webafrica: *Vuyelwa J.*: Will do, they start at 08:30AM, so she may receive a call from 8:30.
2026/03/09, 20:31 - Francois Erasmus: Thank you, if not by 9 I will ask again as I need her internet sorted ASAP!!!
2026/03/09, 20:33 - Webafrica: *Vuyelwa J.*: Alright. No problem, Sir.
2026/03/09, 20:41 - Webafrica: *Vuyelwa J.*: Thank you for coming through. You may type "end chat" to conclude the chat. Have a blessed
evening further.
2026/03/09, 20:41 - Francois Erasmus: End chat.
2026/03/09, 20:41 - Webafrica: Looks like you’re done! Your session (***) has been closed. You’re back with Willie now. Press *1* to reopen chat, press *2* to rate your experience with *Vuyelwa* or press *0* for the main menu.
2026/03/10, 16:53 - Francois Erasmus: 0
2026/03/10, 16:53 - Webafrica: *0*: Main Menu.
*1*: Check available internet services in your area.
*2*: Check if you're affected by any outages.
*3*: Chat to one of our agents.
*4*: Get an update on your line fault.
2026/03/10, 16:53 - Francois Erasmus: 3
2026/03/10, 16:53 - Webafrica: Thanks Sarel Francois Erasmus. Please choose the appropriate option below so that we may direct your chat to the correct department.

*1*: I have a billing enquiry.
*2*: My service was recently activated, I need help setting it up.
*3*: I need an order, delivery or installation update.
*4*: I want to order a service/product.
*5*: I have a connection/speed issue.
2026/03/10, 16:53 - Webafrica: Sorry, I was not able to find any available products for that address.
2026/03/10, 16:53 - Webafrica: Thanks, let me take a quick look for you...
2026/03/10, 16:53 - Webafrica: IMG-***8-WA0005.jpg (file attached)
Great news! You have the following services available in your area:
2026/03/10, 16:53 - Francois Erasmus: 5
2026/03/10, 16:53 - Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

*1*. My internet is down
*2*. My internet is slow
*3*. Other
2026/03/10, 16:53 - Francois Erasmus: 2
2026/03/10, 16:53 - Webafrica: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform.
2026/03/10, 17:31 - Webafrica: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB
2026/03/10, 17:46 - Webafrica: Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB
2026/03/10, 18:01 - Webafrica: Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available.
2026/03/10, 18:15 - Webafrica: Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available.
2026/03/10, 18:30 - Webafrica: This is taking much longer than usual. I am putting your request on high priority for an agent to get back to as soon as possible. Sit tight, we’ll get you help as soon as possible.
2026/03/10, 18:45 - Webafrica: This is taking much longer than usual. I am putting your request on high priority for an agent to get back to as soon as possible. Sit tight, we’ll get you help as soon as possible.
2026/03/10, 19:00 - Webafrica: Hi there, Willie-the-bot here...

Apologies for keeping you waiting, it seems all our agents are currently busy.

I’ve sent a request to our agents to reach out to you as soon as they’re available. Please keep an eye on your messages during our office hours.

In the meantime, perhaps I can assist? Type *0* to see the *main menu.*
2026/03/10, 19:00 - Francois Erasmus: 0
2026/03/10, 19:00 - Webafrica: *0*: Main Menu.
*1*: Check available internet services in your area.
*2*: Check if you're affected by any outages.
*3*: Chat to one of our agents.
*4*: Get an update on your line fault.
2026/03/10, 19:01 - Francois Erasmus: 3
2026/03/10, 19:01 - Webafrica: Thanks Sarel Francois Erasmus. Please choose the appropriate option below so that we may direct your chat to the correct department.

*1*: I have a billing enquiry.
*2*: My service was recently activated, I need help setting it up.
*3*: I need an order, delivery or installation update.
*4*: I want to order a service/product.
*5*: I have a connection/speed issue.
2026/03/10, 19:01 - Francois Erasmus: 5
2026/03/10, 19:01 - Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

*1*. My internet is down
*2*. My internet is slow
*3*. Other
2026/03/10, 19:01 - Francois Erasmus: 2
2026/03/10, 19:01 - Webafrica: Hi there Sarel Francois Erasmus, thank you for getting in touch with Webafrica. You already have a pending callback with us.

Please be patient as we will connect you to an agent as soon as possible
2026/03/10, 20:01 - Francois Erasmus: 2
2026/03/10, 20:01 - Webafrica: Sorry, I was not able to find any available products for that address.
2026/03/10, 20:01 - Webafrica: Thanks, let me take a quick look for you...
2026/03/10, 20:01 - Webafrica: IMG-***8-WA0005.jpg (file attached)
Great news! You have the following services available in your area:
2026/03/10, 20:01 - Webafrica: IMG-***0-WA0008.jpg (file attached)
Great news! According to our systems you are *not currently affected* by any outages.

If you'd like to receive network outage and maintenance notifications for any of your affected services, simply type *subscribe*.
2026/03/10, 20:08 - Francois Erasmus: 0
2026/03/10, 20:08 - Webafrica: *0*: Main Menu.
*1*: Check available internet services in your area.
*2*: Check if you're affected by any outages.
*3*: Chat to one of our agents.
*4*: Get an update on your line fault.
2026/03/10, 20:08 - Francois Erasmus: 3
2026/03/10, 20:08 - Webafrica: Thanks Sarel Francois Erasmus. Please choose the appropriate option below so that we may direct your chat to the correct department.

*1*: I have a billing enquiry.
*2*: My service was recently activated, I need help setting it up.
*3*: I need an order, delivery or installation update.
*4*: I want to order a service/product.
*5*: I have a connection/speed issue.
2026/03/10, 20:08 - Francois Erasmus: 5
2026/03/10, 20:08 - Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

*1*. My internet is down
*2*. My internet is slow
*3*. Other
2026/03/10, 20:08 - Francois Erasmus: 2
2026/03/10, 20:08 - Webafrica: Hi there, Willie-the-bot here...

Our live chat office hours are:

*Billing & Support*:
Monday (07:30 - 20:00)
Tuesday (07:30 - 20:00)
Wednesday (07:30 - 20:00)
Thursday (07:30 - 20:00)
Friday (07:30 - 20:00)
Saturday (08:00 - 18:00)
Sunday (08:00 - 18:00)
Public Holiday (08:00 - 18:00)


*Sales*:
Monday (07:00 - 18:00)
Tuesday (07:00 - 18:00)
Wednesday (07:00 - 18:00)
Thursday (07:00 - 18:00)
Friday (07:00 - 18:00)
Saturday (09:00 - 15:00)
Sunday (09:00 - 15:00)


*On-Boarding*:
Monday (08:00 - 20:30)
Tuesday (08:00 - 20:30)
Wednesday (08:00 - 20:30)
Thursday (08:00 - 20:30)
Friday (08:00 - 20:30)
Saturday (08:00 - 17:00)
Sunday (08:00 - 13:00)
Public Holiday (08:00 - 15:00)


*Provisioning*:
Monday (08:00 - 18:00)
Tuesday (08:00 - 18:00)
Wednesday (08:00 - 18:00)
Thursday (08:00 - 18:00)
Friday (08:00 - 18:00)
Public Holiday (08:00 - 13:00)


*Cancellations*:
Monday (07:00 - 18:00)
Tuesday (07:00 - 18:00)
Wednesday (07:00 - 18:00)
Thursday (07:00 - 18:00)
Friday (07:00 - 18:00)
Saturday (07:30 - 18:00)


I've taken down all your details and sent a request to our agents asking them to reach out to you as soon as they're available again. They will reach out via Whatsapp, so please keep an eye out for their message during our office hours.

In the meantime, perhaps I can help you with your query? Type *0* to see the *main menu*.
2026/03/11, 08:35 - Webafrica: *Yolanda*: Hi there, my name is Yolanda, how can I assist you today?
2026/03/11, 08:44 - Francois Erasmus: My daughters Internet is very slow!!
2026/03/11, 08:45 - Webafrica: *Yolanda L.*: I completely understand how it feels to have a slow connection, I'd be happy to assist. Kindly hold
2026/03/11, 08:49 - Webafrica: *Yolanda L.*: Can you please run speedtest.net by ookla and take a picture of the results
2026/03/11, 09:13 - Francois Erasmus: Please check the thread on this chat, I am not in the same town as the router, this is the results.
2026/03/11, 09:14 - Francois Erasmus: IMG-***9-WA0024.jpg (file attached)
2026/03/11, 09:14 - Francois Erasmus: IMG-***1-WA0002.jpg (file attached)
2026/03/11, 09:15 - Webafrica: *Yolanda L.*: Can you please ask her to send us a message, we'll assist with troubleshooting
2026/03/11, 09:17 - Francois Erasmus: I can do that, but she is just busy with class right now.
2026/03/11, 09:18 - Webafrica: *Yolanda L.*: She can contact us after the class
2026/03/11, 09:18 - Francois Erasmus: Okay, so how does she start the chat?
2026/03/11, 09:19 - Webafrica: *Yolanda L.*: WhatsApp Live Chat:
***
2026/03/11, 09:21 - Francois Erasmus: But how will you know she's linked to my account?
2026/03/11, 09:22 - Webafrica: *Yolanda L.*: She'll provide your details. Name, surname, ID and cellphone number
2026/03/11, 09:23 - Francois Erasmus: Okay, she wil do that.
2026/03/11, 09:24 - Webafrica: *Yolanda L.*: Thank you. Is there anything else from my end at the moment?
2026/03/11, 09:27 - Francois Erasmus: Not at the moment, but if this cannot be solved today, I need to cancel and want my moneys refunded - cannot struggle like this, she needs fast and reliable internet ALL the time!!!
2026/03/11, 09:29 - Webafrica: *Yolanda L.*: I'll check your usage. Please hold
2026/03/11, 09:33 - Webafrica: *Yolanda L.*: The speed is still up to 30 mbps on my end, we'll assist her with troubleshooting
2026/03/11, 09:39 - Francois Erasmus: How can it be 30 on you end and slow on her end then?
2026/03/11, 09:42 - Webafrica: *Yolanda L.*: That is why I ask you to tell her to contact us so that we can assist with troubleshooting
2026/03/11, 09:42 - Francois Erasmus: Ok cool, she will do that after class.
2026/03/11, 09:43 - Webafrica: *Yolanda L.*: Thank you, is there anything else from my end?
2026/03/11, 09:44 - Francois Erasmus: Not atm, I will however be in contact if they fail to resolve the issue to cancel everything and try something else!!
2026/03/11, 09:45 - Webafrica: *Yolanda L.*: Thank you kindly, if that is all, I trust and hope that my service was professional and prompt, close the chat by typing ENDCHAT in a response
2026/03/11, 10:45 - Webafrica: *Yolanda Luvalo*: Hi Sarel Francois Erasmus, it seems there hasn't been communication between you and our agent for some time. This chat will now be closed. If you'd still like to speak to an agent, please start a new chat session.The new agent will have a copy of your last conversation.
2026/03/11, 20:19 - Francois Erasmus: Please-On-Board-Me
2026/03/11, 20:19 - Webafrica: Thanks, let me take a quick look for you...
2026/03/11, 20:19 - Webafrica: Sorry, I was not able to find any available products for that address.
2026/03/11, 20:19 - Webafrica: IMG-***8-WA0005.jpg (file attached)
Great news! You have the following services available in your area:
2026/03/11, 20:19 - Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

*1*. I am not sure where to go to keep tabs on my data usage
*2*. I have a query with regards to data top-ups
*3*. I need to query my billing
*4*. I received all the components necessary to go online but need help setting them up
*5*. My internet connection is intermittment
*6*. My internet connection is slow
*7*. My internet service has not gone active 48 hours after inserting SIM
*8*. My service has been locked due to location or the use of an unapproved router
*9*. Other
2026/03/11, 20:19 - Francois Erasmus: 6
2026/03/11, 20:19 - Webafrica: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform.
2026/03/11, 20:30 - Webafrica: *Billing & Support*:
Monday (07:30 - 20:00)
Tuesday (07:30 - 20:00)
Wednesday (07:30 - 20:00)
Thursday (07:30 - 20:00)
Friday (07:30 - 20:00)
Saturday (08:00 - 18:00)
Sunday (08:00 - 18:00)
Public Holiday (08:00 - 18:00)


*Sales*:
Monday (07:00 - 18:00)
Tuesday (07:00 - 18:00)
Wednesday (07:00 - 18:00)
Thursday (07:00 - 18:00)
Friday (07:00 - 18:00)
Saturday (09:00 - 15:00)
Sunday (09:00 - 15:00)


*On-Boarding*:
Monday (08:00 - 20:30)
Tuesday (08:00 - 20:30)
Wednesday (08:00 - 20:30)
Thursday (08:00 - 20:30)
Friday (08:00 - 20:30)
Saturday (08:00 - 17:00)
Sunday (08:00 - 13:00)
Public Holiday (08:00 - 15:00)


*Provisioning*:
Monday (08:00 - 18:00)
Tuesday (08:00 - 18:00)
Wednesday (08:00 - 18:00)
Thursday (08:00 - 18:00)
Friday (08:00 - 18:00)
Public Holiday (08:00 - 13:00)


*Cancellations*:
Monday (07:00 - 18:00)
Tuesday (07:00 - 18:00)
Wednesday (07:00 - 18:00)
Thursday (07:00 - 18:00)
Friday (07:00 - 18:00)
Saturday (07:30 - 18:00)


I've taken down all your details and sent a request to our agents asking them to reach out to you as soon as they re available again. They ll reach out via Whatsapp, so please keep an eye out for their message during our office hours.

In the meantime, perhaps I can help you with your query? Type *0* to see the *main menu*.
2026/03/12, 09:06 - Francois Erasmus: Please-On-Board-Me
2026/03/12, 09:06 - Webafrica: Sorry, I was not able to find any available products for that address.
2026/03/12, 09:06 - Webafrica: Thanks, let me take a quick look for you...
2026/03/12, 09:06 - Webafrica: IMG-***8-WA0005.jpg (file attached)
Great news! You have the following services available in your area:
2026/03/12, 09:06 - Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

*1*. I am not sure where to go to keep tabs on my data usage
*2*. I have a query with regards to data top-ups
*3*. I need to query my billing
*4*. I received all the components necessary to go online but need help setting them up
*5*. My internet connection is intermittment
*6*. My internet connection is slow
*7*. My internet service has not gone active 48 hours after inserting SIM
*8*. My service has been locked due to location or the use of an unapproved router
*9*. Other
2026/03/12, 09:06 - Francois Erasmus: 6
2026/03/12, 09:06 - Webafrica: Hi there Sarel Francois Erasmus, thank you for getting in touch with Webafrica. You already have a pending callback with us.

Please be patient as we will connect you to an agent as soon as possible
2026/03/12, 09:06 - Webafrica: *Jean-Pierre Du*: Hi there, my name is Jean-Pierre Du, how can I assist you today?
2026/03/12, 09:08 - Francois Erasmus: Hi there. Please have a look on the tread of this chat, I am not getting any joy from the agents to resolve my issue, nor a call back as promised!!!
2026/03/12, 09:11 - Webafrica: *Jean-Pierre D.*: Hi Sarel. Truly sorry for the inconvenience. Let me check.
2026/03/12, 09:11 - Francois Erasmus: Thank you.
2026/03/12, 09:12 - Webafrica: *Jean-Pierre D.*: I understand you're facing a speed issue?
2026/03/12, 09:12 - Francois Erasmus: Yes, it's VERY bad/slow!!
2026/03/12, 09:13 - Francois Erasmus: IMG-***2-WA0003.jpg (file attached)
2026/03/12, 09:13 - Webafrica: *Jean-Pierre D.*: I see. So sorry about that. You are on the 30Mbps Uncapped. What speeds are you getting? Have you perhaps tested via LAN cable?
2026/03/12, 09:14 - Francois Erasmus: No, we can't, the laptop doesn't have a LAN port.
2026/03/12, 09:15 - Webafrica: *Jean-Pierre D.*: I understand.
2026/03/12, 09:16 - Webafrica: *Jean-Pierre D.*: Thanks I do see it's extremely slow.
2026/03/12, 09:16 - Webafrica: *Jean-Pierre D.*: I cannot see that any agent has logged a fault yet to Telkom for this.
2026/03/12, 09:16 - Webafrica: *Jean-Pierre D.*: Were you told that a fault has been logged? I don't see any fault logged for this issue.
2026/03/12, 09:17 - Francois Erasmus: No, I don't think so, they did say however must contact Telkom ourselves for Router settings???
2026/03/12, 09:17 - Francois Erasmus: IMG-***2-WA0004.jpg (file attached)
2026/03/12, 09:18 - Webafrica: *Jean-Pierre D.*: No :(
2026/03/12, 09:18 - Webafrica: *Jean-Pierre D.*: So sorry about that. That information is not correct.
2026/03/12, 09:18 - Webafrica: *Jean-Pierre D.*: Alright. I will log a fault for you with Telkom. They will contact you.
2026/03/12, 09:19 - Francois Erasmus: I thought so, that's why I made contact again because every agent has a different story!!
2026/03/12, 09:20 - Webafrica: *Jean-Pierre D.*: I will provide you with the fault details shortly.
2026/03/12, 09:20 - Webafrica: *Jean-Pierre D.*: I understand. My sincerest apologies. I can only imagine your frustration.
2026/03/12, 09:20 - Francois Erasmus: Thank you so much!! 🙏🏻🙏🏻
2026/03/12, 09:21 - Webafrica: IMG-***2-WA0005.jpg (file attached)
2026/03/12, 09:21 - Webafrica: *Jean-Pierre D.*: Ticket Created and Fault Captured
Your ticket number WA*** has been created. Fault #384065 has been captured and attached to the ticket
2026/03/12, 09:52 - Francois Erasmus: Your fault status has been updated to Closed. Ref: #384065
2026/03/12, 09:52 - Francois Erasmus: Why am I getting this now????
2026/03/12, 09:52 - Webafrica: *Jean-Pierre D.*: Let me check.
2026/03/12, 09:54 - Webafrica: *Jean-Pierre D.*: Alright. I see the faults team closed this fault as they are asking you need to do some proper testing for us.
2026/03/12, 09:54 - Webafrica: *Jean-Pierre D.*: Sorry about that.
2026/03/12, 09:54 - Webafrica: *Jean-Pierre D.*: Tell me. Do you perhaps have a laptop?
2026/03/12, 09:56 - Webafrica: *Jean-Pierre D.*: No need for LAN cable. We want to check a few settings.
2026/03/12, 09:57 - Francois Erasmus: This is for my daughter in Potchefstroom, I am in JHB. She chatted with this Thabo M yesterday who told her to contact Telkom.
2026/03/12, 09:57 - Webafrica: *Jean-Pierre D.*: I understand.
2026/03/12, 09:57 - Webafrica: *Jean-Pierre D.*: Truly sorry about that. I am so sorry he told you that. This is not accurate information, at all.
2026/03/12, 09:58 - Webafrica: *Jean-Pierre D.*: I am going to send you a few steps I kindly ask you guys do for us. I thought they would override the troubleshooting steps required because you guys can't connect via LAN cable. However faults team is requiring you please do the following.
2026/03/12, 09:58 - Francois Erasmus: It's such a mission and she needs fast reliable internet for assignments and have to use mobile data.
2026/03/12, 09:58 - Webafrica: *Jean-Pierre D.*: I hear you.
2026/03/12, 09:59 - Webafrica: *Jean-Pierre D.*: The router has some settings that we need to confirm are correct. This might also actually fix the problem.
2026/03/12, 10:00 - Francois Erasmus: We tried and that's why I requested a call back, but that doesn't happen!! But we can try again.
2026/03/12, 10:01 - Francois Erasmus: IMG-***2-WA0006.jpg (file attached)
2026/03/12, 10:05 - Webafrica: *Jean-Pierre D.*: I see. Yes that is exactly what I need you guys to check. The APN needs to be: internet
2026/03/12, 10:05 - Webafrica: *Jean-Pierre D.*: APN: internet
2026/03/12, 10:05 - Webafrica: *Jean-Pierre D.*: All small letters.
2026/03/12, 10:05 - Webafrica: IMG-***2-WA0008.jpg (file attached)
See this is the request from Faults Team
2026/03/12, 10:06 - Francois Erasmus: So they told us, but we canoot edit that part.
2026/03/12, 10:06 - Webafrica: *Jean-Pierre D.*: Need to ensure the router is manually set to 4G Only & that APN is set as: internet
2026/03/12, 10:06 - Webafrica: *Jean-Pierre D.*: I see.
2026/03/12, 10:07 - Webafrica: *Jean-Pierre D.*: Would you like us to give her a call to assist with the settings?
2026/03/12, 10:09 - Francois Erasmus: Yes please - they suggested that but no call since Monday? And obviously timing must by right because of classes. Every time i start a new chat, I get this message.
2026/03/12, 10:17 - Webafrica: *Jean-Pierre D.*: Alright we will arrange for someone to call her. Kindly provide her name & number & appropriate time to call.
2026/03/12, 10:30 - Francois Erasmus: ***
Bianca
2026/03/12, 10:30 - Francois Erasmus: After 14h00 today.
2026/03/12, 10:31 - Webafrica: *Jean-Pierre D.*: Thank you.
2026/03/12, 11:33 - Webafrica: *Jean-Pierre Du Toit*: Hi Sarel Francois Erasmus, it seems there hasn't been communication between you and our agent for some time. This chat will now be closed. If you'd still like to speak to an agent, please start a new chat session.The new agent will have a copy of your last conversation.
2026/03/12, 17:50 - Francois Erasmus: Hi
2026/03/12, 17:50 - Webafrica: Sorry, I was not able to find any available products for that address.
2026/03/12, 17:50 - Webafrica: Thanks, let me take a quick look for you...
2026/03/12, 17:50 - Webafrica: IMG-***8-WA0005.jpg (file attached)
Great news! You have the following services available in your area:
2026/03/12, 17:50 - Webafrica: Hi, what can I do for you today? ??
2026/03/12, 17:51 - Francois Erasmus: HELP
2026/03/12, 17:51 - Webafrica: Please choose an appropriate option from the menu below.

*0*: Main Menu.
*1*: Check available internet services in your area.
*2*: Check if you're affected by any outages.
*3*: Chat to one of our agents.
*4*: Get an update on your line fault.
2026/03/12, 17:51 - Francois Erasmus: 3
2026/03/12, 17:51 - Webafrica: Thanks Sarel Francois Erasmus. Please choose the appropriate option below so that we may direct your chat to the correct department.

*1*: I have a billing enquiry.
*2*: I would like to cancel my service.
*3*: My service was recently activated, I need help setting it up.
*4*: I need an order, delivery or installation update.
*5*: I want to order a service/product.
*6*: I have a connection/speed issue.
2026/03/12, 17:51 - Francois Erasmus: 2
2026/03/12, 17:51 - Webafrica: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform.
2026/03/12, 18:01 - Webafrica: *Billing & Support*:
Monday (07:30 - 20:00)
Tuesday (07:30 - 20:00)
Wednesday (07:30 - 20:00)
Thursday (07:30 - 20:00)
Friday (07:30 - 20:00)
Saturday (08:00 - 18:00)
Sunday (08:00 - 18:00)
Public Holiday (08:00 - 18:00)


*Sales*:
Monday (07:00 - 18:00)
Tuesday (07:00 - 18:00)
Wednesday (07:00 - 18:00)
Thursday (07:00 - 18:00)
Friday (07:00 - 18:00)
Saturday (09:00 - 15:00)
Sunday (09:00 - 15:00)


*On-Boarding*:
Monday (08:00 - 20:30)
Tuesday (08:00 - 20:30)
Wednesday (08:00 - 20:30)
Thursday (08:00 - 20:30)
Friday (08:00 - 20:30)
Saturday (08:00 - 17:00)
Sunday (08:00 - 13:00)
Public Holiday (08:00 - 15:00)


*Provisioning*:
Monday (08:00 - 18:00)
Tuesday (08:00 - 18:00)
Wednesday (08:00 - 18:00)
Thursday (08:00 - 18:00)
Friday (08:00 - 18:00)
Public Holiday (08:00 - 13:00)


*Cancellations*:
Monday (07:00 - 18:00)
Tuesday (07:00 - 18:00)
Wednesday (07:00 - 18:00)
Thursday (07:00 - 18:00)
Friday (07:00 - 18:00)
Saturday (07:30 - 18:00)


I've taken down all your details and sent a request to our agents asking them to reach out to you as soon as they re available again. They ll reach out via Whatsapp, so please keep an eye out for their message during our office hours.

In the meantime, perhaps I can help you with your query? Type *0* to see the *main menu*.
2026/03/12, 18:02 - Francois Erasmus: 0
2026/03/12, 18:02 - Webafrica: *0*: Main Menu.
*1*: Check available internet services in your area.
*2*: Check if you're affected by any outages.
*3*: Chat to one of our agents.
*4*: Get an update on your line fault.
2026/03/12, 18:02 - Francois Erasmus: 3
2026/03/12, 18:02 - Webafrica: Thanks Sarel Francois Erasmus. Please choose the appropriate option below so that we may direct your chat to the correct department.

*1*: I have a billing enquiry.
*2*: I would like to cancel my service.
*3*: My service was recently activated, I need help setting it up.
*4*: I need an order, delivery or installation update.
*5*: I want to order a service/product.
*6*: I have a connection/speed issue.
2026/03/12, 18:02 - Francois Erasmus: 6
2026/03/12, 18:02 - Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

*1*. My internet is down
*2*. My internet is slow
*3*. Other
2026/03/12, 18:02 - Francois Erasmus: 2
2026/03/12, 18:02 - Webafrica: Hi there Sarel Francois Erasmus, thank you for getting in touch with Webafrica. You already have a pending callback with us.

Please be patient as we will connect you to an agent as soon as possible
2026/03/12, 19:51 - Francois Erasmus: 2
2026/03/12, 19:51 - Webafrica: Thanks, let me take a quick look for you...
2026/03/12, 19:51 - Webafrica: Sorry, I was not able to find any available products for that address.
2026/03/12, 19:51 - Webafrica: IMG-***8-WA0005.jpg (file attached)
Great news! You have the following services available in your area:
2026/03/12, 19:51 - Webafrica: IMG-***0-WA0008.jpg (file attached)
Great news! According to our systems you are *not currently affected* by any outages.

If you'd like to receive network outage and maintenance notifications for any of your affected services, simply type *subscribe*.
2026/03/13, 07:03 - Webafrica: *Mpho*: Hi there, my name is Mpho, how can I assist you today?
2026/03/13, 07:04 - Francois Erasmus: Hi, I want to cancel my services and request a refund!!
2026/03/13, 07:05 - Webafrica: *Mpho M.*: Good day Sarel thank you for reaching out to webafrica , you are through to the retention and cancelation department . kindly confirm the following to access the account, your full name, ID, mobile number, and Physical address.
2026/03/13, 07:09 - Francois Erasmus: Sarel Francois Erasmus
*** 086
***
97 Hoffman street, Potchefstroom
2026/03/13, 07:10 - Webafrica: *Mpho M.*: Thank you Sarel for verifying the account, may I kindly ask the reason to cancel
2026/03/13, 07:12 - Francois Erasmus: I cannot deal with low speeds and lack of feedback and solutions.
2026/03/13, 07:13 - Webafrica: *Mpho M.*: Sarel I understand that an apology wont just make things right and I know I cannot change the past but I am here now.
I would really hate to lose you as my client as I am capable of helping correct this issue, Please allow me to step in here.
I would like to inform and actively pressurize the relevant team to investigate the line to find the fault and correct it.
I would also like to give you 50% off your next invoice.
2026/03/13, 07:21 - Francois Erasmus: It VERY frustrating!! I am sure you can follow the conversation an see that I am battling since the beginning, I was promised a call back the whole week, but NOTHING!! IF my speeds are wahat was pronided (30Mbps or at least 20), I will consider staying and accept your 50% offer, but I cannot struggle and beg and waste my time any longer. This is for my daughter studying and she need fast reliable internet AT ALL TIMES!!
2026/03/13, 07:29 - Webafrica: *Mpho M.*: Sarel noted will ask a critical care agent to contact you as soon the department opens at 8:30
2026/03/13, 07:32 - Francois Erasmus: Okay, let's see IF they will contact me but contacting clients are not happening, as you can probably see that I've got a pending call back!!
2026/03/13, 07:33 - Webafrica: *Mpho M.*: Sarel they will call you a have included my manager as well as the technical support manager on the email
2026/03/13, 07:34 - Francois Erasmus: Thank you.
2026/03/13, 07:34 - Webafrica: IMG-***3-WA0002.jpg (file attached)
manger already putting the pressure to get you assisted
2026/03/13, 07:36 - Francois Erasmus: Thanks, let's see.
2026/03/13, 07:41 - Webafrica: *Mpho M.*: Sarel please update me if you have received a call back
2026/03/13, 07:41 - Francois Erasmus: Will do for sure!!
2026/03/13, 07:44 - Webafrica: *Mpho M.*: Sarel thank you please expect a call back from Assigned to Tamsanqela
2026/03/13, 07:44 - Francois Erasmus: Excellent, much appreciated!!
2026/03/13, 07:46 - Webafrica: *Mpho M.*: Sarel thank you
2026/03/13, 08:48 - Webafrica: *Mpho Maseloane*: Hi Sarel Francois Erasmus, it seems there hasn't been communication between you and our agent for some time. This chat will now be closed. If you'd still like to speak to an agent, please start a new chat session.The new agent will have a copy of your last conversation.
2026/03/17, 12:40 - Francois Erasmus: 0
2026/03/17, 12:40 - Webafrica: Sorry, I was not able to find any available products for that address.
2026/03/17, 12:40 - Webafrica: Thanks, let me take a quick look for you...
2026/03/17, 12:40 - Webafrica: Hi Sarel, thank you for making use of our Live Chat support chat.

Our friendly bot, Willie will try to answer any questions you may have.

You may also use the following menu shortcuts (type the shortcut in bold below).

*0*: Main Menu.
*1*: Check available internet services in your area.
*2*: Check if you're affected by any outages.
*3*: Chat to one of our agents.
*4*: Get an update on your line fault.
2026/03/17, 12:40 - Webafrica: You are welcome to chat with us here.

But for the quickest resolutions and full account tools, the Webafrica App is your best option:

Webafrica App: https://u.wa.co.za/app
2026/03/17, 12:40 - Webafrica: IMG-***8-WA0005.jpg (file attached)
Great news! You have the following services available in your area:
2026/03/17, 12:40 - Webafrica: *0*: Main Menu.
*1*: Check available internet services in your area.
*2*: Check if you're affected by any outages.
*3*: Chat to one of our agents.
*4*: Get an update on your line fault.
2026/03/17, 12:40 - Francois Erasmus: 0
2026/03/17, 12:40 - Webafrica: *0*: Main Menu.
*1*: Check available internet services in your area.
*2*: Check if you're affected by any outages.
*3*: Chat to one of our agents.
*4*: Get an update on your line fault.
2026/03/17, 12:40 - Francois Erasmus: 3
2026/03/17, 12:40 - Webafrica: Thanks Sarel Francois Erasmus. Please choose the appropriate option below so that we may direct your chat to the correct department.

*1*: I have a billing enquiry.
*2*: I would like to cancel my service.
*3*: My service was recently activated, I need help setting it up.
*4*: I need an order, delivery or installation update.
*5*: I want to order a service/product.
*6*: I have a connection/speed issue.
2026/03/17, 12:41 - Francois Erasmus: 2
2026/03/17, 12:41 - Webafrica: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform.
2026/03/17, 12:41 - Webafrica: *Nontokozo*: Hi there, my name is Nontokozo, how can I assist you today?
2026/03/17, 12:55 - Francois Erasmus: I would like to cancel my service ASAP!!!
2026/03/17, 13:42 - Webafrica: *Nontokozo N.*: As per our telephonic conversation, do expect a call from support today
2026/03/17, 13:49 - Francois Erasmus: Thank you.
2026/03/17, 14:51 - Webafrica: *Nontokozo Ndlovu*: Hi Sarel Francois Erasmus, it seems there hasn't been communication between you and our agent for some time. This chat will now be closed. If you'd still like to speak to an agent, please start a new chat session.The new agent will have a copy of your last conversation.
2026/03/17, 16:33 - Francois Erasmus: 0
2026/03/17, 16:33 - Webafrica: *0*: Main Menu.
*1*: Check available internet services in your area.
*2*: Check if you're affected by any outages.
*3*: Chat to one of our agents.
*4*: Get an update on your line fault.
2026/03/17, 16:34 - Francois Erasmus: 3
2026/03/17, 16:34 - Webafrica: Thanks Sarel Francois Erasmus. Please choose the appropriate option below so that we may direct your chat to the correct department.

*1*: I have a billing enquiry.
*2*: I would like to cancel my service.
*3*: My service was recently activated, I need help setting it up.
*4*: I need an order, delivery or installation update.
*5*: I want to order a service/product.
*6*: I have a connection/speed issue.
2026/03/17, 16:34 - Francois Erasmus: 2
2026/03/17, 16:34 - Webafrica: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform.
2026/03/17, 16:41 - Webafrica: *Keenan*: Hi there, my name is Keenan, how can I assist you today?
2026/03/17, 16:43 - Francois Erasmus: It's okay for now, someone did cal to try and resolve slow speeds, although they struggle a lot.
2026/03/17, 16:43 - Webafrica: *Keenan L.*: Sarel could you kindly elaborate?
2026/03/17, 16:45 - Francois Erasmus: IMG-***7-WA0032.jpg (file attached)
This is the speed we're getting.
2026/03/17, 16:45 - Francois Erasmus: 0.75 Mbps
2026/03/17, 16:46 - Webafrica: *Keenan L.*: Sarel in that case I would be more than happy to have one of our technicians give you a call to assist in fixing the issue if you'd like?
2026/03/17, 16:47 - Francois Erasmus: They are buys with it, for more than a week, even today but no luck. I am trying to cancel but the keep trying to fix it.
2026/03/17, 16:48 - Webafrica: *Keenan L.*: Sarel have you perhaps considered switching t o MTN LTE instead?
2026/03/17, 16:50 - Francois Erasmus: Didn't know I can do that.
2026/03/17, 16:50 - Webafrica: *Keenan L.*: Sarel we can definitely arrange that yes.
2026/03/17, 16:51 - Webafrica: IMG-***7-WA0033.jpg (file attached)
These are the MTN packages available in your area.
2026/03/17, 16:52 - Francois Erasmus: Thanks, I will let you know if Telkom fails again tomorrow!!
2026/03/17, 16:58 - Webafrica: *Keenan L.*: Sarel I'll appreciate the feedback, is there anything else for now?
2026/03/17, 17:01 - Francois Erasmus: No, all for now -thank you.
2026/03/17, 17:01 - Webafrica: *Keenan L.*: I'm just glad I could help. If there is nothing else for now, please type ENDCHAT to close this chat. Have a great day further :)
2026/03/17, 18:03 - Webafrica: *Keenan Labahn*: Hi Sarel Francois Erasmus, it seems there hasn't been communication between you and our agent for some time. This chat will now be closed. If you'd still like to speak to an agent, please start a new chat session.The new age
Webafrica
Webafrica's reply30 Apr 2026, 09:35
Official
Hi Sarel, we can clearly see how frustrating and exhausting this experience has been for you, especially with the impact it’s had on your household and the expectations you had when signing up. We understand why this has left you feeling let down, and your concerns around how this has been handled are being taken seriously.
At the same time, it’s important to clarify that LTE speeds are dependent on network coverage, tower congestion, and environmental factors, which means performance can vary and cannot be guaranteed in the same way as a fixed-line fibre service. This variability can sometimes result in inconsistent speeds or performance drops, particularly during peak usage times.
Given the ongoing experience you’ve had, we would strongly recommend considering a switch to a more stable alternative such as an MTN LTE-based package, or alternatively a fibre service if it is available at your location, as these options may provide a more consistent and reliable experience for your needs.
Your feedback and full experience are also being shared with our Service Quality Team for internal review. While this does not change what you’ve experienced, it is being used to drive accountability and improve how similar cases are handled going forward.
We truly regret the frustration this has caused and appreciate you taking the time to share it with us.
Warm regards,
 Webafrica Crew