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lerato Z

1 reviews | Active since Apr 2024

11 Sept 2026, 16:25

Poor Customer Service

Extremely Poor Customer Service – Webafrica

I am extremely disappointed and frustrated with the customer service I have received from Webafrica.

I am currently paying for two lines under one account yet my second line has not been working since Wednesday. Despite being a paying customer, I have been unable to use the WiFi on this line for several days.

I contacted Webafrica customer service for assistance, but unfortunately, I did not receive the help I needed. Yesterday, I was instructed to perform a speed test. I honestly don't understand how I was expected to do a speed test when I don't have WiFi/internet access in the first place I even provided a screenshot clearly showing that the device is connected but has no internet connection

Today, I have once again tried to get assistance and have now been waiting for a human consultant for 30 minutes with no assistance.

This is completely unacceptable. I am paying for two lines, and I expect both services to work. When there is a problem, I expect Webafrica to provide proper technical support and actually assist in resolving the issue instead of repeatedly asking me to perform steps that cannot be completed without an internet connection.

The lack of urgency and communication has been extremely disappointing. I should not have to spend days chasing customer service for a basic service that I am already paying for.

Webafrica, I need this issue properly investigated and resolved urgently. I also expect an explanation for why I have been left without service for several days despite repeatedly requesting assistance.

Very disappointed with the service and customer support I have received.

Some of us work from home and I use WIFI hence

0
Replies (1)
Webafrica
Webafrica's reply11 Sept 2026, 16:51
Official
Hi Lerato, 
We understand your frustration, especially as the second line has been without internet since Wednesday and you rely on WiFi for work. We also recognise that asking for a speed test when there is no internet connection available does not help move the issue forward.
Since the affected line is showing as connected to the WiFi but without internet access, let’s try a few checks that don’t require an internet connection. Please restart the router by switching it off at the power for about 30 seconds and then switching it back on. Once it has restarted, check the router lights and let us know which lights are showing, particularly the Internet, WAN or LOS light.
If the issue remains, please also check that the fibre/network cable is firmly connected at both the router and the wall connection. This will help us narrow down whether the issue is with the physical connection or the service itself.
We appreciate that you’ve already spent days trying to get assistance and that you need this connection for work. We’ll use the information from these checks to help guide the next step without asking you to perform a speed test on a connection that isn’t working.
Warm regards,
Webafrica Crew