Sloppy Support from WebAfrica

I ordered my Fibre service from WebAfrica on March 10th and the service only got activated on the 12th of April. Furthermore, I never received my Fibre router and had to deal with their WhatsApp chat support of a few occasions to resolve what has happening. This then continued for further occasions of me having to chase them for the router.

After spending probably, a sum total of at least 12 hours via their WhatsApp support chat to resolve the matter, I decided that their service was so unsatisfactory that I would prefer to move to another supplier.

I then got confronted by a penalty fee for early disconnection. Which in usually circumstances I would be fine with. But in this case, I was leaving because the support is terrible and wasted so much time, I never receive my router in the first place, and had to continue chasing THEM for service. I also already had Fibre to my house before signing up with WebAfrica.

Please explain to me if the service provider doesn’t deliver, why I should have to pay to leave you?

Further to this, the cancellation fee is vague: “When you signed up for your service we paid for all, or a part of, your setup fees (connection and/or installation).”. It goes on to say “Installation Fee: R1725”. What installation? I set up my own router. I already had Fibre to my house as well.

Then, all communications with their support on WhatsApp came back with “If there wasn’t an installation, there wouldn’t be a fee”. Ok… so can someone confirm what it WILL BE then? Surely they would know if they are looking at my account information?

As a write this, I’ve been listening to their wonderful on hold music for 30 minutes. This is after having started another WhatsApp chat this morning at 9am, only to get a response 1 hour 30 minutes later. It took another 40 minutes of “chat” and then that person transferred me to provisioning, and they only responded 3 HOURS later!!! THEN a shorter interaction of 6 minutes to get a generic response of “It looks like you are already activated, let me transfer you to the support team”… and guess what… 1 hour later and I am here writing this love letter. And I BET you when I get to them, it will be yet another transfer.

So if you want probably the worst service and support, go to WebAfrica. If not, try one of their competitors.