Service Review: Webafrica – Ongoing Billing Misconduct, Failure to Deliver Service & Unacceptable Customer Support

My experience with Webafrica has been consistently frustrating and deeply unprofessional.

The initial signup process and router delivery were completed quickly. Unfortunately, this is where any level of competence ended. I signed up for a 250Mbps upload and download package, yet once connectivity was activated, the service failed to deliver anything close to the advertised speeds. Signal strength was poor and repeated speed tests confirmed that the service was not meeting the contracted specifications.

I escalated the matter, but no resolution followed. Months passed without any technician contacting me, despite repeated assurances. Due to work requirements, I was forced to move to an alternative network simply to remain functional. This should never be the customer’s responsibility.

Despite this experience, I gave Webafrica another opportunity in good faith. I contacted them, was instructed to settle an outstanding amount, received a statement, and made payment. The service was restored.

Shockingly, after only the second month, my line was suspended again — and this time I was billed for months during which the service was not active. I explicitly confirmed with a consultant beforehand that I would not be billed for inactive months. That assurance was clearly meaningless.

A billing ticket was logged at the beginning of December and I was told the issue would be resolved within 24 to 48 hours. It is now months later and the ticket remains unresolved. Despite being repeatedly marked as high priority, there has been no accountability, no clear feedback, and no resolution.

Webafrica’s communication is completely unacceptable. Support is limited to WhatsApp only, which is entirely inadequate for serious billing and service issues. Response times range from 2 to 4 hours at best. In one instance, I waited over 3 hours just to receive a reply, followed by another 2 hours of back-and-forth with no outcome. That is five hours wasted, only to be told — once again — that the issue has been “escalated”.

In January, the suspension was temporarily lifted while I awaited feedback from the billing department. No feedback was ever provided. Today, my line was suspended yet again. After indicating my intention to cancel the service and move to a fibre provider that actually delivers support and accurate information, I was informed less than 20 minutes later that the credit memo was declined and the matter is now being escalated yet again — this time to management.

This cycle of incompetence, misinformation, repeated suspensions, and endless escalations is unacceptable. Webafrica shows a complete disregard for its customers’ time, finances, and livelihoods.

Three months later, I am still without a proper resolution, still being billed incorrectly, and still left in the dark. No business should operate this way.

I will be cancelling my service and seeking an alternative fibre provider. Webafrica urgently needs to reassess its business model, particularly its billing practices and the absence of a direct call centre.

I strongly caution anyone considering Webafrica as a service provider: be prepared for poor service delivery, misleading assurances, excessive delays, and an endless battle to correct their mistakes.