P
Petronella
1 reviews | Active since May 2026
04 May 2026, 16:35
The problem it's whe...
The problem it's when the lights are off why can't you make it to go on even theres loaf reduction and at lease refund us the days when it'selectricity it's gone
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Replies (2)
Webafrica's replyOfficial
04 May 2026, 16:48 Hello Petronella. We hear your frustration, especially around losing connectivity during power outages and feeling like you’re not getting the service you’re paying for during those times. To explain what’s happening clearly: fibre internet itself does not run on electricity through the fibre line, but the equipment that makes your connection work at home does require power. This includes:
• Your ONT (fibre box)
• Your router/WiFi deviceWhen there is loadshedding or a power outage, your fibre line can still be active in the network, but your home equipment goes offline, which means your devices cannot connect to the internet. This is why so many customers use a UPS (Uninterruptible Power Supply) or power bank solution, which keeps the ONT and router running during outages so your connection stays active. From an ISP perspective, we’re not able to prevent or control national power interruptions, as the fibre network may still be operational even when your home equipment has no electricity. Because the service itself is still delivered up to your premises during that time, ISPs are also unable to apply refunds for outages caused by external power loss. You're welcome to send us a private message for any further discussion or support.
Warm regards,
Webafrica Crew
• Your ONT (fibre box)
• Your router/WiFi deviceWhen there is loadshedding or a power outage, your fibre line can still be active in the network, but your home equipment goes offline, which means your devices cannot connect to the internet. This is why so many customers use a UPS (Uninterruptible Power Supply) or power bank solution, which keeps the ONT and router running during outages so your connection stays active. From an ISP perspective, we’re not able to prevent or control national power interruptions, as the fibre network may still be operational even when your home equipment has no electricity. Because the service itself is still delivered up to your premises during that time, ISPs are also unable to apply refunds for outages caused by external power loss. You're welcome to send us a private message for any further discussion or support.
Warm regards,
Webafrica Crew
Best regards,
Webafrica's reply04 May 2026, 16:48
Official
Hello Petronella. We hear your frustration, especially around losing connectivity during power outages and feeling like you’re not getting the service you’re paying for during those times. To explain what’s happening clearly: fibre internet itself does not run on electricity through the fibre line, but the equipment that makes your connection work at home does require power. This includes:
• Your ONT (fibre box)
• Your router/WiFi deviceWhen there is loadshedding or a power outage, your fibre line can still be active in the network, but your home equipment goes offline, which means your devices cannot connect to the internet. This is why so many customers use a UPS (Uninterruptible Power Supply) or power bank solution, which keeps the ONT and router running during outages so your connection stays active. From an ISP perspective, we’re not able to prevent or control national power interruptions, as the fibre network may still be operational even when your home equipment has no electricity. Because the service itself is still delivered up to your premises during that time, ISPs are also unable to apply refunds for outages caused by external power loss. You're welcome to send us a private message for any further discussion or support.
Warm regards,
Webafrica Crew
• Your ONT (fibre box)
• Your router/WiFi deviceWhen there is loadshedding or a power outage, your fibre line can still be active in the network, but your home equipment goes offline, which means your devices cannot connect to the internet. This is why so many customers use a UPS (Uninterruptible Power Supply) or power bank solution, which keeps the ONT and router running during outages so your connection stays active. From an ISP perspective, we’re not able to prevent or control national power interruptions, as the fibre network may still be operational even when your home equipment has no electricity. Because the service itself is still delivered up to your premises during that time, ISPs are also unable to apply refunds for outages caused by external power loss. You're welcome to send us a private message for any further discussion or support.
Warm regards,
Webafrica Crew
Best regards,
Webafrica's replyOfficial
04 May 2026, 16:50Hi Petronella,
Thank you for taking the time to share your feedback with us. We understand your frustration around the service not working during power outages and load reduction, and we acknowledge how challenging it is to pay for a service when electricity interruptions affect connectivity.
When there is no power, the fibre infrastructure and equipment rely on backup systems, which can be impacted depending on the duration and severity of the outage. We understand your concern regarding refunds for days affected by electricity outages, and while these outages are outside of Webafrica’s direct control, your feedback around compensation and service expectations is important and has been noted.
We will be sharing your feedback with our Service Quality Team so it can be reviewed internally and considered as part of ongoing service improvements and customer experience discussions.
Warm regards,
Webafrica Crew
Thank you for taking the time to share your feedback with us. We understand your frustration around the service not working during power outages and load reduction, and we acknowledge how challenging it is to pay for a service when electricity interruptions affect connectivity.
When there is no power, the fibre infrastructure and equipment rely on backup systems, which can be impacted depending on the duration and severity of the outage. We understand your concern regarding refunds for days affected by electricity outages, and while these outages are outside of Webafrica’s direct control, your feedback around compensation and service expectations is important and has been noted.
We will be sharing your feedback with our Service Quality Team so it can be reviewed internally and considered as part of ongoing service improvements and customer experience discussions.
Warm regards,
Webafrica Crew
Best regards,
Webafrica's reply04 May 2026, 16:50
Official
Hi Petronella,
Thank you for taking the time to share your feedback with us. We understand your frustration around the service not working during power outages and load reduction, and we acknowledge how challenging it is to pay for a service when electricity interruptions affect connectivity.
When there is no power, the fibre infrastructure and equipment rely on backup systems, which can be impacted depending on the duration and severity of the outage. We understand your concern regarding refunds for days affected by electricity outages, and while these outages are outside of Webafrica’s direct control, your feedback around compensation and service expectations is important and has been noted.
We will be sharing your feedback with our Service Quality Team so it can be reviewed internally and considered as part of ongoing service improvements and customer experience discussions.
Warm regards,
Webafrica Crew
Thank you for taking the time to share your feedback with us. We understand your frustration around the service not working during power outages and load reduction, and we acknowledge how challenging it is to pay for a service when electricity interruptions affect connectivity.
When there is no power, the fibre infrastructure and equipment rely on backup systems, which can be impacted depending on the duration and severity of the outage. We understand your concern regarding refunds for days affected by electricity outages, and while these outages are outside of Webafrica’s direct control, your feedback around compensation and service expectations is important and has been noted.
We will be sharing your feedback with our Service Quality Team so it can be reviewed internally and considered as part of ongoing service improvements and customer experience discussions.
Warm regards,
Webafrica Crew
Best regards,