Poor Customer Service

Last year we made a move from ADSL to Fibre, at that time ADSL lines have been in the process to be removed from our area. We only had 2 companies to choose from at that time and unfortunately we went with WebAfrica due to the package they have offered.

We have joined in July 2020 and we have experience just the one problem and until today it has not been resolved. The problem we have experienced so far, is when our internet drops and reconnects, certain devices does not connect automatically to the internet. This is a huge inconvenience for us, for example doing payments on the internet and then suddenly boom the internet drops. I have to go venues to write exams as I do have an option to write at home with a 'stable' internet.

When we want to log a fault with WebAfrica, you need to do it through via WatsApp chat. At first they provide you instructions how to fix the problem via WatsApp. I followed the procedures and then the same problem still occurs, when we reported the fault again they provide same instructions - at this point, if it didn't worked on the 7th, 8th or 9th times it will not work going forward, yet they provide the same resolution again and again.

I have followed up with them, but WebAfrica agents do not do the effort to assist us via TeamViewer or similar to resolve the problem. The one agent informed me that a technician will be at the house to investigate the problem, the technician never came to the house. Another case, where the agent informed that the senior management will get in touch with us to resolve issue, we did not receive any communication from Senior Management at that time.

I do not receive any communication from the complaints department, after laying a complaint regarding the issue lately.

This is such poor customer service.

We were excited to switch from ADSL to Fiber, now we just looking forward to cancel our contract with them and move to another ISP, that is able to provide great customer service.

They have a great sales team, but their client services are the worst. I have a huge list of reference numbers regarding the same issue and yet it has not been resolved.

The WatsApp chat is great idea, but some times you can't wait 24hrs to get assisted. There needs to be a live chat or able to contact someone to assist you when needed.