Shocking lack of service from WebAfrica!

I relocated from 20 Brittany Estate in Brackenfell tot a new residence in Uitzicht the end of February 2021.

When enquiring with WebAfrica (my current ISP at the time) to assist with setting up fibre in the new residence, I was advised by a consultant to simply take the existing WiFi router with, and plug in to continue my service with the ISP. Upon arriving at the new premises, I was unable to connect and again engaged with a consultant after struggling several times to reach a “real” (not a answering machine or WhatsApp bot) person to assist me.

Once finally connected, I was told that WebAfrica does not provide coverage in the area and that I would need to engage with another ISP to assist.

Having the existing WiFi router, I was told that it remains the property of Brittany Estate, and that I need to return it in order to avoid being invoiced R999 for the hardware. A WebAfrica consultant arranged and confirmed the collection of the router from my residence in Uitzicht in May.

I personally handed over the hardware to the courier, and there was no paperwork to sign as I was told that they do not sign documents as a result of Covid-19.

Subsequent to the return of the router to Brittany Estate, I received an electronic invoice from WebAfrica for the amount of R999,00.

I immediately contacted the ISP on all platforms available. Their webAp bot does not cater for invoice queries, and after engaging with 3 consultants (and being continuously transferred) I remained unassisted. I was informed that my query had been escalated and that I would be contacted by a Supervisor to resolve; this never happened.

The amount of R999,00 was deducted via debit order from my account in May 2021.

I will not be making use (or would recommend) WebAfrica as an ISP for personal or business use.

Shocking lack of service from WebAfrica!