SR
Sheenagh R
1 reviews | Active since Mar 2023
08 Sept 2026, 11:01
Shocking customer service!!
I have had no wifi connection since the weekend and Webafrica does not have a call centre anymore and states happily that you will get quicker assistance through their Whatsapp number or email. This is absolutely untruthful as I have now been on a Whatsapp call with WebAfrica yesterday from 3:35pm until 8:30pm when they ended the call and suggested I call earlier in the day to get assistance. Today I called the Whatsapp line and have been on a call with no resolution since 9:08. How can this be acceptable customer service!!!!!!!
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Webafrica's replyOfficial
08 Sept 2026, 11:30Hi Sheenagh,
We understand how frustrating it must be to be without a connection since the weekend while also struggling to get the assistance you need. When customers reach out for support, they should feel heard, supported, and confident that their concerns are receiving the attention they deserve. This is not the experience we aim to provide.
We understand how frustrating it must be to be without a connection since the weekend while also struggling to get the assistance you need. When customers reach out for support, they should feel heard, supported, and confident that their concerns are receiving the attention they deserve. This is not the experience we aim to provide.
We're here to help. As a first step, could you please try restarting both your router and the Vumatel ONT (the fibre box) and then check whether the connection is restored.
If the service remains offline after the restart, please let us know what each light on the Vumatel ONT is doing (for example, whether the lights are solid, flashing, red, green, or off). This information will help us determine the best way forward and ensure the issue is directed to the appropriate team for further investigation.
Your feedback will also be shared with our Service Quality Team for review and improvement. We remain committed to ensuring our customers receive the support and assistance they need whenever they contact us.
Should you require any further assistance, feel free to reply with the ONT light status via direct message, and we'll gladly take a closer look.
Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply08 Sept 2026, 11:30
Official
Hi Sheenagh,
We understand how frustrating it must be to be without a connection since the weekend while also struggling to get the assistance you need. When customers reach out for support, they should feel heard, supported, and confident that their concerns are receiving the attention they deserve. This is not the experience we aim to provide.
We understand how frustrating it must be to be without a connection since the weekend while also struggling to get the assistance you need. When customers reach out for support, they should feel heard, supported, and confident that their concerns are receiving the attention they deserve. This is not the experience we aim to provide.
We're here to help. As a first step, could you please try restarting both your router and the Vumatel ONT (the fibre box) and then check whether the connection is restored.
If the service remains offline after the restart, please let us know what each light on the Vumatel ONT is doing (for example, whether the lights are solid, flashing, red, green, or off). This information will help us determine the best way forward and ensure the issue is directed to the appropriate team for further investigation.
Your feedback will also be shared with our Service Quality Team for review and improvement. We remain committed to ensuring our customers receive the support and assistance they need whenever they contact us.
Should you require any further assistance, feel free to reply with the ONT light status via direct message, and we'll gladly take a closer look.
Warm regards,
Webafrica Crew
Webafrica Crew