Prolonged Fibre Outage, Poor Communication, and No Resolution

Contrary to my earlier rating of 5 stars, this is where I find myself today…1 star, if I could, it would be a 0!

I have been without internet access since Thursday, 14 May 2026, and despite multiple attempts to resolve the issue, I am still completely offline as of 20 May 2026.

This has caused significant inconvenience, as my household relies heavily on a stable internet connection for work, entertainment, and day-to-day living. Our TV, PlayStation, and several smart devices all require internet connectivity, and I have had to incur additional mobile data costs to stay connected.

After reporting the fault, technicians were dispatched to my home. They confirmed that my hardware and equipment are functioning correctly and that the issue lies outside my premises.

During the first visit, the technicians advised that:

* They could not locate the relevant manhole to investigate the fault. * They confirmed that I was not the only customer experiencing issues in the area. * The matter would be escalated so that the network team could continue investigating.

On 20 May 2026, technicians returned while I was working away from home. They informed me that they would not need access to my property and would do their best to restore the service. They also mentioned that other customers in the area were experiencing degraded performance and that the “supply” was “too high” (they referred to a reading in the “28s” instead of the lower 20s), but they did not provide a clear explanation of what this meant.

I was told they would contact me with their findings or to confirm once the issue had been resolved.

I received no update.

As of now:

* My internet is still completely down. * I have not received any feedback from Webafrica or the technicians. * There is no estimated restoration time. * I have no confidence that this issue is being treated with the urgency it deserves.

The lack of communication has been as frustrating as the outage itself. If technicians promise to call back, customers should not be left waiting indefinitely with no update.

This outage has forced me to make alternative work arrangements, including travelling to other locations and to the office to ensure I can perform my job. This has caused unnecessary stress, additional costs, and major disruption to my routine.

I am requesting:

1. Immediate escalation of this fault to the relevant infrastructure/network team. 2. Clear communication on the root cause of the issue. 3. A firm estimated time for restoration. 4. Regular progress updates until the service is restored. 5. Consideration for service credit for the period I have been without internet access.

I am a paying customer and expect reliable service and transparent communication when issues arise. At present, I have received neither.

I would appreciate urgent intervention to resolve this matter.