Poor customer resolution

 Hello Dawid,

Thank you for sharing your feedback. We completely understand how frustrating it must be to experience ongoing intermittent connectivity over such a long period, especially after multiple attempts to have the issue resolved. It is also understandable how disappointing it can feel when consistent follow-ups and testing have not yet delivered the expected improvement.

A review of the case shows that a line fault was recently logged with Metrofibre under ticket reference WA*** for intermittent connectivity. The line was reconfigured, and after testing on their side, the readings were confirmed to be within specification.

Could you please confirm whether there has been any improvement since those changes were implemented? This will help determine the next appropriate step in resolving the issue.

If the problem is still ongoing, please send a direct message on Hello Peter with a detailed description of what is being experienced on the connection.

Kind regards,
Webafrica Team 

Hi Dawid, we understand how frustrating this is, especially with the connection still dropping despite earlier troubleshooting, and with the case feeling like it hasn’t progressed for a long time. That kind of ongoing instability makes it difficult to rely on the service day to day, particularly when you’ve already shared evidence like screenshots.Before we escalate further, let’s run through a more focused setup check to try and isolate what’s causing the drops:Please check the following:

• Router placement: Ensure the router is placed in an open area (not inside a cabinet or behind the TV). Obstructions can cause intermittent WiFi drops even when the line is stable. 
• WiFi band testing: If your router supports both 2.4GHz and 5GHz, try switching between them. 
  •  2.4GHz = better range, more stable through walls 
  •  5GHz = faster but shorter range and more sensitive to distance 
• Device isolation test: Check if the drops happen on all devices or only one (this helps confirm whether it’s a device-specific issue). 
• LAN test (important): If possible, connect one device directly via cable. If the connection stays stable on LAN while WiFi drops, the issue is likely WiFi-related rather than the fibre line itself. 
• Power cycle reset: Switch off the router and ONT (if applicable), leave both off for 3–5 minutes, then power ON the ONT first and then the router. 

Once you’ve tested the above, please let us know what you’re seeing,  especially whether the drops happen on LAN as well or only WiFi. That will help narrow this down accurately and avoid unnecessary delays.We’re focused on getting this stable for you, and your feedback (including the screenshots) is important in understanding the pattern of the issue.Warm regards,
 Webafrica Crew

Hi Dawid, we understand how frustrating this has become,  especially after going through all the checks and still dealing with the same drops. At this point, repeating the same steps isn’t helpful, and it’s clear this needs a different approach.To move this forward properly, the focus now is on gathering a bit more precise detail so the issue can be isolated without delay:

•  If possible, confirm whether the drops are happening on a wired (LAN) connection as well, or only on WiFi 
•  Share one or two recent timestamps of when the drops occurred (date and time) 
•  If your router has a different LAN port or cable available, a quick swap can help rule out port/cable faults 
•  If available, test with a second router or device briefly to rule out hardware-related issues 

Those details make a big difference, as they allow a deeper check on the line behaviour at the exact time the issue happens, rather than general testing.The goal here is to get a clear outcome, whether that’s stabilising the connection or guiding the next step, without dragging this out further.Warm regards,
 Webafrica Crew

Hi Dawid, we understand your frustration,  especially after sharing evidence and feeling like the issue is still unresolved from your side. A support callback has been arranged to further troubleshoot the matter directly and review everything in detail, including the information previously shared with Raeez West. Please ensure you’re available and ready during the call to run through additional troubleshooting where needed. This will help the team properly isolate the issue and determine the next best steps to move towards resolution. We will follow up again once the callback has been completed with feedback and next steps. Warm regards,
 Webafrica Crew 

 Hi Dawid, 

We are here to help and will be in touch to assist you with the next steps regarding your connection ASAP. 

 Warm regards,
 Webafrica Crew