Paying for speeds i do not get.

Hi Jacques,  we completely understand your frustration, it’s understandably upsetting to see your line temporarily reach the correct speed, only to drop back again, especially after repeatedly following all the troubleshooting steps. Thank you for explaining the situation in detail; it really helps us understand the ongoing impact. We’ve submitted an escalation to our technical support team regarding your line, and they are actively looking into the inconsistency you’re experiencing. If you require further assistance while this is being investigated, please reach out so that our team can provide guidance and support. Warm regards,
Webafrica Crew 

Hello  Jacques.

We are not able to locate your profile using the details saved on your Hello Peter profile. Please send us a private message with the registered email address associated with your Webafrica account. So we may gain access to further assist you directly as soon as possible.

Warm regards,
Webafrica Crew

 Hello  Jacques. 

Thank you for your details. To assist, we have arranged a tech support call back for your profile. The techs will call to further troubleshoot your connection performance and assist you accoridngly. 

Warm regards, 
Webafrica Crew

Hi Jacques, we completely understand how frustrating this situation must be,  having your service suspended while waiting for the issue to be resolved is understandably upsetting. Please be assured that there is an open escalation with our Faults Team, and they are reviewing the matter thoroughly. To help ensure your service can be reconnected as soon as the issue is resolved, we recommend making the payment in the meantime. This will allow the team to restore your connection smoothly once the matter has been addressed. We appreciate your patience and understanding while the Faults Team works on your service, and we’re here to assist with any updates or questions in the meantime. Warm regards, 
Webafrica Crew 

Hi Jacques, 
We noticed that some messages over the Easter weekend may not have been responded to. We want to assure you that we are committed to supporting all our customers and will respond to every message as soon as possible.This is an automated follow-up to make sure no one is left behind. Please reach out via private message for any assistance, and our team will get back to you promptly.Warm regards,
 Webafrica Crew

Hello  Jacques.

We are terribly sorry for the time taken to get this speed issue resolved. We see an open escalation on the profile and have reached out to the faults team to review the logged issue with Vumatel and advise regarding the fault status. You will continue to receive live fault updates via SMS directly. 

Warm regards, 
Webafrica Crew

Hi Jacques, thank you for reaching out,  we hear how frustrated and let down you feel, especially with the ongoing delays and not having received the service you expected. We understand how this has led to you considering cancellation, particularly with your move coming up on the 15th. We’ve checked your account, and there is a cancellation request currently on record. Before we proceed further, can you please confirm if you would like us to continue with the cancellation, or if you would prefer us to still try and resolve the service issue and keep the account active? Once we have your confirmation, we’ll make sure the correct next steps are taken without further delay so you’re not left waiting in uncer*****y. Warm regards,
 Webafrica Crew 

Hi Jacques, thank you for clarifying, we understand your concern, especially with the move and needing everything to transition smoothly.We’ve checked your account and can confirm that your new installation is scheduled for the 15th, and the cancellation at your current address is set for the 16th. This means the process is aligned with your move, so you should remain connected without disruption.We understand how important it is for everything to go as planned, and your concern about having to consider permanent cancellation if it doesn’t is noted. At this stage, everything is in place for the move, but if anything doesn’t go as expected, please reach out so it can be addressed quickly.Warm regards,
 Webafrica Crew

Hello,

We understand how frustrating and disappointing this experience must be, especially after seeing your speeds fluctuate and not being able to consistently receive the service you are paying for. It is also acknowledged how exhausting it is when repeated attempts to get clear support do not resolve the matter.

A technical support callback has been arranged to urgently review your line performance and assist in identifying the cause of the speed inconsistency. The team will contact you directly to provide further assistance and work towards a resolution.

If you need any further assistance, you are welcome to reach out via Hello Peter so this can be followed up accordingly.

Warm regards,
Webafrica Crew

Hi Jacques, we hear your frustration, and we understand how disappointing this situation has been, especially with the ongoing lack of feedback, no resolution from the Vuma escalation, and still not having a working service while you’re being billed. That’s not the experience we want for you at all. We also acknowledge your point about the router sent in the meantime not resolving the issue,  we understand how that would feel unhelpful when you’re still unable to get connected. Right now, we’re following this up again directly with the technical and escalation teams as a priority, including the outstanding feedback expected from Vuma. We’re treating this as urgent and will be pushing for a clear update and direction on the actual fault status and next steps. We will come back to you with a proper update as soon as we have confirmation from the relevant teams, so you’re not left in the dark again. Warm regards,
 Webafrica Crew