MM
Mkhululi M
1 reviews | Active since Jun 2013
23 Mar 2026, 10:29
Shocking customer experience
This has been the worst customer experience ever. I have a query that has been going in circles for over a week. After I logged a query that I was not getting any services, I reported on this platform and since then I got a call to diagnose why I am not getting any internet and it was found that it's the router that is faulty and that a log will be put for a replacement. Since Thursday last week nothing has been communicated from Webafrica and upon following up, the agent said she cant find ablnything about the replacement router and that she will need to do trouble shooting all over. I refuse to go through the process again and I need help resolving this and canceling my services. Two weeks without a service that I pay for is beyond unacceptable.
Helpful (0)
Replies (5)0
Replies (5)
Webafrica's replyOfficial
23 Mar 2026, 13:43 Hello Mkhululi,
We understand how frustrating it must be to go two weeks without the service you rely on, and we acknowledge the difficulties you’ve experienced with your router and follow-ups. Your experience is certainly not what we aim to provide, and we truly appreciate you sharing it with us. We can see that you’ve been in contact with our Retentions Team. They have escalated your case and arranged for you to be contacted so you can receive the assistance needed to resolve this matter. Additionally, we will be sharing your feedback with our Service Quality Team to help improve the experience for you and other customers. If there is anything further you need or any additional concerns, please do not hesitate to reach out and our team will ensure you are fully supported.
Warm regards,
WebAfrica Crew
We understand how frustrating it must be to go two weeks without the service you rely on, and we acknowledge the difficulties you’ve experienced with your router and follow-ups. Your experience is certainly not what we aim to provide, and we truly appreciate you sharing it with us. We can see that you’ve been in contact with our Retentions Team. They have escalated your case and arranged for you to be contacted so you can receive the assistance needed to resolve this matter. Additionally, we will be sharing your feedback with our Service Quality Team to help improve the experience for you and other customers. If there is anything further you need or any additional concerns, please do not hesitate to reach out and our team will ensure you are fully supported.
Warm regards,
WebAfrica Crew
Webafrica's reply23 Mar 2026, 13:43
Official
Hello Mkhululi,
We understand how frustrating it must be to go two weeks without the service you rely on, and we acknowledge the difficulties you’ve experienced with your router and follow-ups. Your experience is certainly not what we aim to provide, and we truly appreciate you sharing it with us. We can see that you’ve been in contact with our Retentions Team. They have escalated your case and arranged for you to be contacted so you can receive the assistance needed to resolve this matter. Additionally, we will be sharing your feedback with our Service Quality Team to help improve the experience for you and other customers. If there is anything further you need or any additional concerns, please do not hesitate to reach out and our team will ensure you are fully supported.
Warm regards,
WebAfrica Crew
We understand how frustrating it must be to go two weeks without the service you rely on, and we acknowledge the difficulties you’ve experienced with your router and follow-ups. Your experience is certainly not what we aim to provide, and we truly appreciate you sharing it with us. We can see that you’ve been in contact with our Retentions Team. They have escalated your case and arranged for you to be contacted so you can receive the assistance needed to resolve this matter. Additionally, we will be sharing your feedback with our Service Quality Team to help improve the experience for you and other customers. If there is anything further you need or any additional concerns, please do not hesitate to reach out and our team will ensure you are fully supported.
Warm regards,
WebAfrica Crew
MM
Mkhululi M's updateReviewer Update
23 Mar 2026, 14:12So one has to resort to going public to get your attention?
MM
Mkhululi M's update23 Mar 2026, 14:12
Reviewer Update
So one has to resort to going public to get your attention?
Webafrica's replyOfficial
23 Mar 2026, 14:42Hi Mkhululi, we completely understand how frustrating it can feel when you’ve been waiting for support, and we appreciate you taking the time to share your experience. Your feedback is important, and it will help our Service Quality Team identify ways to improve communication and ensure a smoother experience for all our clients. Our Retentions Team is actively reviewing your case and will provide the guidance and assistance needed to resolve the matter. We remain committed to supporting you throughout this process and ensuring your service is fully restored. Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply23 Mar 2026, 14:42
Official
Hi Mkhululi, we completely understand how frustrating it can feel when you’ve been waiting for support, and we appreciate you taking the time to share your experience. Your feedback is important, and it will help our Service Quality Team identify ways to improve communication and ensure a smoother experience for all our clients. Our Retentions Team is actively reviewing your case and will provide the guidance and assistance needed to resolve the matter. We remain committed to supporting you throughout this process and ensuring your service is fully restored. Warm regards,
Webafrica Crew
Webafrica Crew
MM
Mkhululi M's updateReviewer Update
23 Mar 2026, 15:47Someone promised to call at 3pm and 50 minutes later in still waiting. Is this what you call improving communication? Worse of all is that I cannot call back and hold anyone accountable. I have never experienced such.
MM
Mkhululi M's update23 Mar 2026, 15:47
Reviewer Update
Someone promised to call at 3pm and 50 minutes later in still waiting. Is this what you call improving communication? Worse of all is that I cannot call back and hold anyone accountable. I have never experienced such.
Webafrica's replyOfficial
23 Mar 2026, 16:18Hello Mkhululi,
Thank you for reaching out and sharing your experience. We understand how frustrating it can be to wait for a promised call and feel unable to follow up, and we appreciate you bringing this to our attention.
We will reach out to the relevant team and request that they follow up with you to ensure you are contacted as soon as possible. Your feedback will also be shared with our Service Quality Team to help improve communication and responsiveness for all customers.
Warm regards,
WebAfrica Crew
Thank you for reaching out and sharing your experience. We understand how frustrating it can be to wait for a promised call and feel unable to follow up, and we appreciate you bringing this to our attention.
We will reach out to the relevant team and request that they follow up with you to ensure you are contacted as soon as possible. Your feedback will also be shared with our Service Quality Team to help improve communication and responsiveness for all customers.
Warm regards,
WebAfrica Crew
Webafrica's reply23 Mar 2026, 16:18
Official
Hello Mkhululi,
Thank you for reaching out and sharing your experience. We understand how frustrating it can be to wait for a promised call and feel unable to follow up, and we appreciate you bringing this to our attention.
We will reach out to the relevant team and request that they follow up with you to ensure you are contacted as soon as possible. Your feedback will also be shared with our Service Quality Team to help improve communication and responsiveness for all customers.
Warm regards,
WebAfrica Crew
Thank you for reaching out and sharing your experience. We understand how frustrating it can be to wait for a promised call and feel unable to follow up, and we appreciate you bringing this to our attention.
We will reach out to the relevant team and request that they follow up with you to ensure you are contacted as soon as possible. Your feedback will also be shared with our Service Quality Team to help improve communication and responsiveness for all customers.
Warm regards,
WebAfrica Crew