Service Provider is disgusting

  Hello  Jade. Thank you for reaching out. We completely understand how frustrating this delay has been, especially after logging the fault a few days ago and still not having a clear resolution. Let’s work through this together. We’ve received feedback from Frogfoot on fault FRG***-CPT-B1: ***, confirming that the physical fibre link (layer 1) is up and active on their side, and they are successfully detecting traffic (MAC addresses) on the line. They’ve also rebooted the ONT, but the issue remains. 

What this means:
The fibre line to your premises is working, but the interruption is likely between the ONT and your router, or within the local network setup.  Let’s run a full restart to re-establish the connection Please follow these steps carefully: 

1. Power off both devices
   •  Switch off your router 
   •  Switch off the ONT (fibre box on the wall) 
2. Wait 2–3 minutes
   This allows the session and network authentication to fully reset. 
3. Power on the ONT first
   •  Wait for all lights to stabilise (this can take 2–5 minutes) 
   •  Ensure the PON light is solid and not flashing 
4. Power on your router
   •  Give it 2–3 minutes to reconnect 

 After the restart, check the following: 

•  Are you able to connect to WiFi? 
•  Does the router show an active internet connection? 
•  Are there any red or flashing lights on the ONT or router? 

 If the issue persists after these steps, please let us know via private message what lights you’re seeing on both devices, and we’ll take it further from our side right away. 

Warm regards, 
Webafrica Crew 

  Hello  Jade. Thank you for reaching out. We completely understand how frustrating this delay has been, especially after logging the fault a few days ago and still not having a clear resolution. Let’s work through this together. We’ve received feedback from Frogfoot on fault FRG***-CPT-B1: ***, confirming that the physical fibre link (layer 1) is up and active on their side, and they are successfully detecting traffic (MAC addresses) on the line. They’ve also rebooted the ONT, but the issue remains. 

What this means:
The fibre line to your premises is working, but the interruption is likely between the ONT and your router, or within the local network setup.  Let’s run a full restart to re-establish the connection Please follow these steps carefully: 

1. Power off both devices
   •  Switch off your router 
   •  Switch off the ONT (fibre box on the wall) 
2. Wait 2–3 minutes
   This allows the session and network authentication to fully reset. 
3. Power on the ONT first
   •  Wait for all lights to stabilise (this can take 2–5 minutes) 
   •  Ensure the PON light is solid and not flashing 
4. Power on your router
   •  Give it 2–3 minutes to reconnect 

 After the restart, check the following: 

•  Are you able to connect to WiFi? 
•  Does the router show an active internet connection? 
•  Are there any red or flashing lights on the ONT or router? 

 If the issue persists after these steps, please let us know via private message what lights you’re seeing on both devices, and we’ll take it further from our side right away. 

Warm regards, 
Webafrica Crew 

Hello Jade,

It appears there was a system issue that prevented your most recent feedback from displaying correctly.

If you are still unable to connect, please log into your router settings to check the configuration. You can do this by connecting a device via WiFi or Ethernet cable to your Zyxel router and following the steps below:

Open your browser
Type the default address in the address bar: 192.168.1.1
Log in using the default username and password (refer to the sticker on your router)
Click the menu (three stripes) and go to Network Setting > Broadband
Click the edit (pencil) icon on the right-hand side
If set to PPPoE, ensure the fibre username (dbo111@wafibre) and the password provided to you are correctly entered
Scroll down and click Apply to save the settings

Please refer to the SMS sent for the password details.

If you still need assistance after this, feel free to reach out.

Warm regards,
Webafrica Crew

Hi Jade, thank you for the update,  we’re glad to hear your connection is working again after restarting the service.We also hear your concerns about the WhatsApp support experience and the lack of clear, consistent communication during issues. It’s frustrating when you’re left unsure of what’s happening or need to follow up repeatedly just to get clarity, and that’s not the experience we want you to have.What we can do from here is ensure your feedback is captured so it’s reviewed in the context of improving communication and updates during support interactions. For any future issues, providing details like when the problem started and what troubleshooting has already been done can also help reduce back-and-forth and speed up diagnosis.We appreciate you taking the time to share this,  it helps highlight where the experience needs attention.Warm regards,
 Webafrica Crew