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ROSEMARY L
1 reviews | Active since Apr 2026
13 Apr 2026, 17:00
TERRIBLE SERVICE
Dear Webafrica Support Team, I am writing to formally lodge a complaint regarding my internet service, which has now been down for 7 consecutive days. Despite contacting your support team daily, I have not received any meaningful assistance or resolution. Each interaction results in being told that the matter will be “escalated,” yet no progress has been made, and no clear feedback or timelines have been provided. This level of service is unacceptable. As a paying customer, I rely on a stable internet connection, and this prolonged outage has caused significant inconvenience and disruption. I request the following as a matter of urgency: Immediate resolution of the service outage A clear explanation of the cause of the issue A firm timeline for restoration (if not yet resolved) Consideration of compensation or account credit for the period without service If this matter is not resolved within 24–48 hours, I will have no choice but to escalate my complaint to the relevant regulatory authorities, including the Independent Communications Authority of South Africa (ICASA) and the Internet Service Providers’ Association (ISPA). Please treat this matter with the urgency it deserves. Kind regards, FYI Everytime a consultant say the matter is resolved And its not
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Replies (4)
Webafrica's replyOfficial
13 Apr 2026, 17:04Hi Rosemary.
Thank you for outlining your concerns in detail.
We understand how frustrating and disruptive it is to experience a 7-day service outage, especially when you’ve been engaging support daily without seeing a clear resolution. We also acknowledge your concern about being advised the issue is resolved when the service is still not restored, this is not the experience we aim to provide, and we understand the impact this has had on you.
We want to confirm that your complaint has now been logged with our complaints team, and they will be taking ownership of this matter. They will follow up on the existing fault, review the history of your interactions, and ensure the issue is properly escalated for resolution. You will also receive direct feedback from the team once they have assessed the case and have clear next steps to share.
To help speed things up, please ensure your router remains powered on so the technical team can continue testing and monitoring the line while investigations are underway.
We appreciate your patience while this is being handled and we are committed to seeing this through to resolution.
Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply13 Apr 2026, 17:04
Official
Hi Rosemary.
Thank you for outlining your concerns in detail.
We understand how frustrating and disruptive it is to experience a 7-day service outage, especially when you’ve been engaging support daily without seeing a clear resolution. We also acknowledge your concern about being advised the issue is resolved when the service is still not restored, this is not the experience we aim to provide, and we understand the impact this has had on you.
We want to confirm that your complaint has now been logged with our complaints team, and they will be taking ownership of this matter. They will follow up on the existing fault, review the history of your interactions, and ensure the issue is properly escalated for resolution. You will also receive direct feedback from the team once they have assessed the case and have clear next steps to share.
To help speed things up, please ensure your router remains powered on so the technical team can continue testing and monitoring the line while investigations are underway.
We appreciate your patience while this is being handled and we are committed to seeing this through to resolution.
Warm regards,
Webafrica Crew
Webafrica Crew
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ROSEMARY L's updateReviewer Update
13 Apr 2026, 17:23I NEED A TECNICIAN TO COME TO MY PREMISE AND FIX THE MESS THEY CAUSED IN THE FIRST PLACE
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ROSEMARY L's update13 Apr 2026, 17:23
Reviewer Update
I NEED A TECNICIAN TO COME TO MY PREMISE AND FIX THE MESS THEY CAUSED IN THE FIRST PLACE
RL
ROSEMARY L's updateReviewer Update
14 Apr 2026, 08:06DAY 8 AND NO ONCE FROM WEBAFRICA OR VUMATEL HAS CONTACTED ME YET ALL THE CALL CENTRE AGENTS SAY From what I can see, the outage is linked to infrastructure changes being done in your area by VumaTel, which is unfortunately affecting your connection and is out of our control THIS IS THE WORST SERVICE EVER
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ROSEMARY L's update14 Apr 2026, 08:06
Reviewer Update
DAY 8 AND NO ONCE FROM WEBAFRICA OR VUMATEL HAS CONTACTED ME YET ALL THE CALL CENTRE AGENTS SAY From what I can see, the outage is linked to infrastructure changes being done in your area by VumaTel, which is unfortunately affecting your connection and is out of our control THIS IS THE WORST SERVICE EVER
Webafrica's replyOfficial
14 Apr 2026, 09:17Hello Rosemary,
We understand how frustrating and exhausting this must be, especially being on day 8 without service and still not receiving direct contact or a clear resolution. It is completely understandable that you feel let down given the ongoing disruption and lack of progress updates.
After reviewing your account, we can confirm that although maintenance work in your area was completed, your service remained down afterwards. A separate line fault was then logged due to your LOS light still showing red, indicating that the issue requires further investigation beyond the completed maintenance work.
This fault has been escalated and is being actively monitored by our Fault Follow-Up Team, who are engaging the relevant parties and tracking progress closely to ensure this is prioritised until resolution. You will be receiving updates as the investigation progresses and actions are taken to restore your service.
Warm regards,
Webafrica Crew
We understand how frustrating and exhausting this must be, especially being on day 8 without service and still not receiving direct contact or a clear resolution. It is completely understandable that you feel let down given the ongoing disruption and lack of progress updates.
After reviewing your account, we can confirm that although maintenance work in your area was completed, your service remained down afterwards. A separate line fault was then logged due to your LOS light still showing red, indicating that the issue requires further investigation beyond the completed maintenance work.
This fault has been escalated and is being actively monitored by our Fault Follow-Up Team, who are engaging the relevant parties and tracking progress closely to ensure this is prioritised until resolution. You will be receiving updates as the investigation progresses and actions are taken to restore your service.
Warm regards,
Webafrica Crew
Webafrica's reply14 Apr 2026, 09:17
Official
Hello Rosemary,
We understand how frustrating and exhausting this must be, especially being on day 8 without service and still not receiving direct contact or a clear resolution. It is completely understandable that you feel let down given the ongoing disruption and lack of progress updates.
After reviewing your account, we can confirm that although maintenance work in your area was completed, your service remained down afterwards. A separate line fault was then logged due to your LOS light still showing red, indicating that the issue requires further investigation beyond the completed maintenance work.
This fault has been escalated and is being actively monitored by our Fault Follow-Up Team, who are engaging the relevant parties and tracking progress closely to ensure this is prioritised until resolution. You will be receiving updates as the investigation progresses and actions are taken to restore your service.
Warm regards,
Webafrica Crew
We understand how frustrating and exhausting this must be, especially being on day 8 without service and still not receiving direct contact or a clear resolution. It is completely understandable that you feel let down given the ongoing disruption and lack of progress updates.
After reviewing your account, we can confirm that although maintenance work in your area was completed, your service remained down afterwards. A separate line fault was then logged due to your LOS light still showing red, indicating that the issue requires further investigation beyond the completed maintenance work.
This fault has been escalated and is being actively monitored by our Fault Follow-Up Team, who are engaging the relevant parties and tracking progress closely to ensure this is prioritised until resolution. You will be receiving updates as the investigation progresses and actions are taken to restore your service.
Warm regards,
Webafrica Crew