Pathetic service from your ISP Webafrica

I cannot get a hold of anyone in WebAfrica as clearly, they don't care about their clients, and their customer services agents are protected and can lie to clients so here goes. Hopefully this and all the horrible ratings and complaints WebAfrica has on Hellopeter for its service can be escalated to a senior who can hold their managers and staff accountable.

I am absolutely livid with the pathetic service I have received from Webafrica, its customer care consultants on WhatsApp and the entire service I am receiving now.

Last Wednesday I requested assistance on the Webafrica WhatsApp chat as I had loss of signal, and my fibre was down. The red light was flashing on the router, and I was unable to use the fibre.

I was chatting to a person named “Sarah M” who advised me that she is going to provision the line and that I must test the fibre after 5 minutes. I did that and the red light was still flashing. She advised me that she has escalated the situation to the technicians and gave me a reference number #340254.

By Saturday, I received zero assistance and used the WhatsApp chat to find out what’s going on and was put through to someone named “Sisanda N”.

Upfront I tell you; this person’s attitude is pathetic and took over an hour to respond when he said he needed 5 to 10 minutes to see what’s wrong.

According to Sisanda, he advised me that Vumatel stated that this situation was resolved. Please bear in mind no one contacted me; no messages or emails were received from Vumatel or Webafrica! He then stated he has disputed the resolution, and a technician will be sent out within 24hrs to resolve the matter.

On Sunday I still received no assistance and contacted him again on the chat whereby I stated it is now 5 days without Fiber, and I am unhappy and questioned why he had **** to me. He then stated he meant 24 working hours. He stated that the fault is still pending with Vumatel technicians and that he escalated this matter on Saturday to be prioritized.

I asked him for an email address for his manager and a contact number however he refused and advised that clients cannot contact his manager. He advised that he would log a ticket and his manager will get a hold of me. He then gave me a reference number which is #***0. I still haven’t received a call, nor do I know if this is a legit log number for his manager to contact me. I did advise him that it seems all he gave me was the chat reference number for our chat yesterday and he said it’s the same.

Today is Monday, no one came out to assist so I contacted Vumatel directly and spoke to a lady named Grace who advised me that no new ticket was logged. Only a ticket from earlier this month when I had the same issue and they came out to change the fibre line was on her system. She then advised me that she will log another ticket and gave me a log number #***1. Had she not done this, i can only wonder how much longer I would have to wait for or if I would ever get assistance.

This is frustrating and really causing a lot of issues as I can no longer work from home and I am spending money purchasing data which I should not be doing.

Also, it seems to me this is a blame game as the Webafrica consultant is stating that Vumatel technicians should’ve contacted me and Vumatel tells me that no tickets were logged from two of Webafrica customer care consultants.

Is this how clients should be treated?

Is this the TAT everyone should expect from Vumatel and their ISP?

Should a client be paying for service for 6 days without receiving it?

Is anyone going to be doing anything about the rating of Webafrica customer service which is 1.1 / 5…..that speaks volumes on its own; hence my current experience.

Can someone please assist me as I am now at my wits end!

It seems Webafrica consultants can take a **** and not do their jobs, and they are protected as no one can contact their managers or the company on a call. This is ridiculous really.