SD
Stephanie D
1 reviews | Active since Mar 2026
07 Jun 2026, 02:00
Three Weeks Without Fibre Service — Endless Troubleshooting, No Resolution
I've reached the point where I feel I have no choice but to post this publicly.
My fibre connection has been down for almost three weeks, and despite numerous interactions with Webafrica support and multiple technician visits from Vumatel, the issue remains unresolved.
Vumatel technicians have been out on Thursday, Friday, and again today. Each time I've been told that the fibre infrastructure and line are working correctly. Meanwhile, I've spent countless hours on chats with Webafrica agents, repeating the same troubleshooting steps over and over again.
I work from home and rely on a stable internet connection to earn a living. During these three weeks, I've had to spend more than R2,000 on mobile data just to continue working while still paying for a fibre service that I cannot use.
I've done everything that has been asked of me multiple times:
Logged into the router settings repeatedly. Sent photos of the router and ONT lights. Tested direct connections from my laptop to the ONT. Followed every troubleshooting step provided by support.
None of these efforts have resolved the problem.
At this stage, I am beyond frustrated. I do not believe it is reasonable to continue asking me to repeat the same tests when the issue has been ongoing for weeks and multiple technicians have already confirmed that the fibre line itself is functioning.
What I need now is action. Either send a competent technician from Webafrica to diagnose and resolve the issue properly, or replace the ONT and router entirely if there is any possibility that the equipment is faulty.
I have been patient throughout this process, but three weeks without service is unacceptable. Customers should not have to spend thousands of rand on alternative connectivity while paying for a service that is unavailable.
I would appreciate a meaningful resolution rather than another request to restart equipment or repeat troubleshooting steps that have already been performed numerous times.
Helpful (0)
Replies (12)0
Replies (12)
Webafrica's replyOfficial
08 Jun 2026, 10:38Hi Stephanie,
We understand how incredibly frustrating and exhausting this must be, especially after being without a working connection for close to three weeks while still depending on it for your work. Having to repeatedly troubleshoot the same issue and spend additional money on data while not receiving a usable service is understandably overwhelming.
This is not the level of reliability or follow‑through we aim to deliver, particularly when a fault has been ongoing for this long and requires a decisive resolution.
We have escalated this matter to the Faults Team with urgency, requesting that they follow up immediately and provide you with clear feedback and next steps. The focus is on moving beyond repeated troubleshooting and ensuring that the root cause is properly identified and resolved.
If you require any further assistance, please feel free to send us a direct message on Hello Peter, and we’ll gladly assist.
We will continue to push this internally to ensure you receive a proper and lasting resolution as soon as possible.
Warm regards,
Webafrica Crew
We understand how incredibly frustrating and exhausting this must be, especially after being without a working connection for close to three weeks while still depending on it for your work. Having to repeatedly troubleshoot the same issue and spend additional money on data while not receiving a usable service is understandably overwhelming.
This is not the level of reliability or follow‑through we aim to deliver, particularly when a fault has been ongoing for this long and requires a decisive resolution.
We have escalated this matter to the Faults Team with urgency, requesting that they follow up immediately and provide you with clear feedback and next steps. The focus is on moving beyond repeated troubleshooting and ensuring that the root cause is properly identified and resolved.
If you require any further assistance, please feel free to send us a direct message on Hello Peter, and we’ll gladly assist.
We will continue to push this internally to ensure you receive a proper and lasting resolution as soon as possible.
Warm regards,
Webafrica Crew
Webafrica's reply08 Jun 2026, 10:38
Official
Hi Stephanie,
We understand how incredibly frustrating and exhausting this must be, especially after being without a working connection for close to three weeks while still depending on it for your work. Having to repeatedly troubleshoot the same issue and spend additional money on data while not receiving a usable service is understandably overwhelming.
This is not the level of reliability or follow‑through we aim to deliver, particularly when a fault has been ongoing for this long and requires a decisive resolution.
We have escalated this matter to the Faults Team with urgency, requesting that they follow up immediately and provide you with clear feedback and next steps. The focus is on moving beyond repeated troubleshooting and ensuring that the root cause is properly identified and resolved.
If you require any further assistance, please feel free to send us a direct message on Hello Peter, and we’ll gladly assist.
We will continue to push this internally to ensure you receive a proper and lasting resolution as soon as possible.
Warm regards,
Webafrica Crew
We understand how incredibly frustrating and exhausting this must be, especially after being without a working connection for close to three weeks while still depending on it for your work. Having to repeatedly troubleshoot the same issue and spend additional money on data while not receiving a usable service is understandably overwhelming.
This is not the level of reliability or follow‑through we aim to deliver, particularly when a fault has been ongoing for this long and requires a decisive resolution.
We have escalated this matter to the Faults Team with urgency, requesting that they follow up immediately and provide you with clear feedback and next steps. The focus is on moving beyond repeated troubleshooting and ensuring that the root cause is properly identified and resolved.
If you require any further assistance, please feel free to send us a direct message on Hello Peter, and we’ll gladly assist.
We will continue to push this internally to ensure you receive a proper and lasting resolution as soon as possible.
Warm regards,
Webafrica Crew
SD
Stephanie D's updateReviewer Update
08 Jun 2026, 16:48I received a message from Vumatel saying that my fault status has been updated to closed but Vumatel hasn't been to my premises since Saturday and I haven't heard from your faults team.
Your agents are still just making me troubleshoot today and still nothing.
Your agents are still just making me troubleshoot today and still nothing.
SD
Stephanie D's update08 Jun 2026, 16:48
Reviewer Update
I received a message from Vumatel saying that my fault status has been updated to closed but Vumatel hasn't been to my premises since Saturday and I haven't heard from your faults team.
Your agents are still just making me troubleshoot today and still nothing.
Your agents are still just making me troubleshoot today and still nothing.
Webafrica's replyOfficial
08 Jun 2026, 16:55Hi Stephanie
We completely understand why this feels frustrating, especially when you’re seeing a fault marked as “closed” on the network side while you’re still experiencing issues at home. That kind of mismatch between system updates and real-world experience is exactly why continued troubleshooting is still necessary at this stage.Here’s the key reason we still need to work through tests with you:When a fibre partner like Vumatel marks a fault as closed, it usually means their testing confirms the external network and line from their side are stable. However, that does not always confirm full service delivery into your home environment.Between the network and your devices, there are several possible points where the issue can still exist, including:
Warm regards,
Webafrica Crew
We completely understand why this feels frustrating, especially when you’re seeing a fault marked as “closed” on the network side while you’re still experiencing issues at home. That kind of mismatch between system updates and real-world experience is exactly why continued troubleshooting is still necessary at this stage.Here’s the key reason we still need to work through tests with you:When a fibre partner like Vumatel marks a fault as closed, it usually means their testing confirms the external network and line from their side are stable. However, that does not always confirm full service delivery into your home environment.Between the network and your devices, there are several possible points where the issue can still exist, including:
- ONT (fibre termination device) sync issues
- Router configuration or failure
- Internal cabling or LAN port issues
- Session authentication between your router and the network
- Intermittent re-sync issues that don’t show during technician site visits
- Whether the ONT is actually syncing consistently
- If the router is receiving a stable WAN signal
- Whether drops occur at specific times or under load
- If the issue is reproducible outside of automated network tests
- Pinpoint whether this is truly network-side or equipment-side
- Prevent repeated incorrect closures
- Ensure we escalate with precise technical evidence if the issue persists
Warm regards,
Webafrica Crew
Webafrica's reply08 Jun 2026, 16:55
Official
Hi Stephanie
We completely understand why this feels frustrating, especially when you’re seeing a fault marked as “closed” on the network side while you’re still experiencing issues at home. That kind of mismatch between system updates and real-world experience is exactly why continued troubleshooting is still necessary at this stage.Here’s the key reason we still need to work through tests with you:When a fibre partner like Vumatel marks a fault as closed, it usually means their testing confirms the external network and line from their side are stable. However, that does not always confirm full service delivery into your home environment.Between the network and your devices, there are several possible points where the issue can still exist, including:
Warm regards,
Webafrica Crew
We completely understand why this feels frustrating, especially when you’re seeing a fault marked as “closed” on the network side while you’re still experiencing issues at home. That kind of mismatch between system updates and real-world experience is exactly why continued troubleshooting is still necessary at this stage.Here’s the key reason we still need to work through tests with you:When a fibre partner like Vumatel marks a fault as closed, it usually means their testing confirms the external network and line from their side are stable. However, that does not always confirm full service delivery into your home environment.Between the network and your devices, there are several possible points where the issue can still exist, including:
- ONT (fibre termination device) sync issues
- Router configuration or failure
- Internal cabling or LAN port issues
- Session authentication between your router and the network
- Intermittent re-sync issues that don’t show during technician site visits
- Whether the ONT is actually syncing consistently
- If the router is receiving a stable WAN signal
- Whether drops occur at specific times or under load
- If the issue is reproducible outside of automated network tests
- Pinpoint whether this is truly network-side or equipment-side
- Prevent repeated incorrect closures
- Ensure we escalate with precise technical evidence if the issue persists
Warm regards,
Webafrica Crew
SD
Stephanie D's updateReviewer Update
08 Jun 2026, 18:27NONE of the troubleshooting steps have resolved the issue. One of your agents has just informed me that the service is showing as cancelled.
Iwas originally with MWEB, which also used Vumatel's infrastructure. I cancelled my MWEB service and migrated to Webafrica. When the Vumatel technicians installed the Webafrica service, they initially used the same ONT box that had been used for my MWEB connection. Vumatel later returned to replace that ONT box with a new one linked specifically to my Webafrica service.However, ever since that replacement was done, my internet connection has not worked. This issue has been ongoing for weeks now, despite numerous chats with your support team and multiple technician visits.
At this point, I am asking that someone takes ownership of this matter and gets it resolved. The situation has gone on far too long and is becoming extremely frustrating. I am doing my best to remain patient because I genuinely want this sorted out, but it feels as though no meaningful progress is being made.
I work from home and rely on a stable internet connection to do my job. Every day that this issue remains unresolved, I am forced to spend close to R200 per day on mobile data, while also continuing to pay for a fibre service that is not functioning.
Please can someone investigate this properly and provide a permanent resolution as a matter of urgency.
Iwas originally with MWEB, which also used Vumatel's infrastructure. I cancelled my MWEB service and migrated to Webafrica. When the Vumatel technicians installed the Webafrica service, they initially used the same ONT box that had been used for my MWEB connection. Vumatel later returned to replace that ONT box with a new one linked specifically to my Webafrica service.However, ever since that replacement was done, my internet connection has not worked. This issue has been ongoing for weeks now, despite numerous chats with your support team and multiple technician visits.
At this point, I am asking that someone takes ownership of this matter and gets it resolved. The situation has gone on far too long and is becoming extremely frustrating. I am doing my best to remain patient because I genuinely want this sorted out, but it feels as though no meaningful progress is being made.
I work from home and rely on a stable internet connection to do my job. Every day that this issue remains unresolved, I am forced to spend close to R200 per day on mobile data, while also continuing to pay for a fibre service that is not functioning.
Please can someone investigate this properly and provide a permanent resolution as a matter of urgency.
SD
Stephanie D's update08 Jun 2026, 18:27
Reviewer Update
NONE of the troubleshooting steps have resolved the issue. One of your agents has just informed me that the service is showing as cancelled.
Iwas originally with MWEB, which also used Vumatel's infrastructure. I cancelled my MWEB service and migrated to Webafrica. When the Vumatel technicians installed the Webafrica service, they initially used the same ONT box that had been used for my MWEB connection. Vumatel later returned to replace that ONT box with a new one linked specifically to my Webafrica service.However, ever since that replacement was done, my internet connection has not worked. This issue has been ongoing for weeks now, despite numerous chats with your support team and multiple technician visits.
At this point, I am asking that someone takes ownership of this matter and gets it resolved. The situation has gone on far too long and is becoming extremely frustrating. I am doing my best to remain patient because I genuinely want this sorted out, but it feels as though no meaningful progress is being made.
I work from home and rely on a stable internet connection to do my job. Every day that this issue remains unresolved, I am forced to spend close to R200 per day on mobile data, while also continuing to pay for a fibre service that is not functioning.
Please can someone investigate this properly and provide a permanent resolution as a matter of urgency.
Iwas originally with MWEB, which also used Vumatel's infrastructure. I cancelled my MWEB service and migrated to Webafrica. When the Vumatel technicians installed the Webafrica service, they initially used the same ONT box that had been used for my MWEB connection. Vumatel later returned to replace that ONT box with a new one linked specifically to my Webafrica service.However, ever since that replacement was done, my internet connection has not worked. This issue has been ongoing for weeks now, despite numerous chats with your support team and multiple technician visits.
At this point, I am asking that someone takes ownership of this matter and gets it resolved. The situation has gone on far too long and is becoming extremely frustrating. I am doing my best to remain patient because I genuinely want this sorted out, but it feels as though no meaningful progress is being made.
I work from home and rely on a stable internet connection to do my job. Every day that this issue remains unresolved, I am forced to spend close to R200 per day on mobile data, while also continuing to pay for a fibre service that is not functioning.
Please can someone investigate this properly and provide a permanent resolution as a matter of urgency.
SD
Stephanie D's updateReviewer Update
08 Jun 2026, 18:40 I am requesting that this matter be escalated to a senior technical manager for urgent intervention.
Below is a summary of the events and troubleshooting already completed:• I migrated from MWEB to Webafrica while remaining on the Vumatel network.• Initially, the Webafrica service was installed using the same ONT that had previously been linked to my MWEB service.• Vumatel subsequently replaced that ONT with a new ONT linked to my Webafrica service.• Since the ONT replacement, my fibre service has not functioned correctly.• Multiple Vumatel technicians have attended the property and advised that the fibre infrastructure and line are functioning correctly.• During troubleshooting, Webafrica's systems repeatedly detected issues with the fibre line and advised that the matter required further investigation by support teams.• I have spent countless hours completing troubleshooting procedures, including:
- Power cycling equipment
- Resetting the router multiple times
- Verifying cabling between the ONT and route
- Providing photographs of the ONT, router, indicator lights, and cabling
- Performing guided configuration attempts with support agents
- Participating in numerous support chats
On 15 April, Webafrica confirmed that the fibre service had been activated and that the line showed as operational on their systems. However, I was still unable to access the internet.• During support interactions, agents confirmed that:
Despite numerous troubleshooting sessions and escalation requests, the issue remains unresolved.
Most recently, I was informed by one of your agents that the service is showing as cancelled, which raises serious concerns that there may be an account provisioning, activation, ONT registration, or service allocation issue rather than a physical line fault.Impact:• I work remotely and depend on a stable internet connection for my livelihood.• Due to the prolonged outage, I have been forced to purchase mobile data on a daily basis at significant personal expense while continuing to pay for a fibre service that is not functioning.
What I Require:
At this stage, I do not believe further basic troubleshooting is appropriate, as the same steps have been repeated numerous times without resolution. I require a technical investigation into the backend provisioning and activation of the service.
Please do not refer this matter back to first-line support or ask me to repeat troubleshooting steps already completed. I am specifically requesting escalation to a senior technical specialist or manager
Below is a summary of the events and troubleshooting already completed:• I migrated from MWEB to Webafrica while remaining on the Vumatel network.• Initially, the Webafrica service was installed using the same ONT that had previously been linked to my MWEB service.• Vumatel subsequently replaced that ONT with a new ONT linked to my Webafrica service.• Since the ONT replacement, my fibre service has not functioned correctly.• Multiple Vumatel technicians have attended the property and advised that the fibre infrastructure and line are functioning correctly.• During troubleshooting, Webafrica's systems repeatedly detected issues with the fibre line and advised that the matter required further investigation by support teams.• I have spent countless hours completing troubleshooting procedures, including:
- Power cycling equipment
- Resetting the router multiple times
- Verifying cabling between the ONT and route
- Providing photographs of the ONT, router, indicator lights, and cabling
- Performing guided configuration attempts with support agents
- Participating in numerous support chats
On 15 April, Webafrica confirmed that the fibre service had been activated and that the line showed as operational on their systems. However, I was still unable to access the internet.• During support interactions, agents confirmed that:
- The line was active.
- The installation had been completed.
- The service should have been operational.
- Further technical investigation was required.
Despite numerous troubleshooting sessions and escalation requests, the issue remains unresolved.
Most recently, I was informed by one of your agents that the service is showing as cancelled, which raises serious concerns that there may be an account provisioning, activation, ONT registration, or service allocation issue rather than a physical line fault.Impact:• I work remotely and depend on a stable internet connection for my livelihood.• Due to the prolonged outage, I have been forced to purchase mobile data on a daily basis at significant personal expense while continuing to pay for a fibre service that is not functioning.
What I Require:
- A senior technical specialist to take ownership of this case.
- Confirmation of the ONT serial number currently registered against my Webafrica service.
- Confirmation that the ONT is correctly provisioned and linked to my account on both the Webafrica and Vumatel systems.
- Confirmation that the service is active and not incorrectly marked as cancelled.
- A joint investigation between Webafrica and Vumatel to identify where the provisioning or activation process has failed.
- Feedback from a responsible manager with a clear action plan and estimated resolution time.
- Consideration of a billing credit/refund for the period during which I have been paying for a non-functional service.
At this stage, I do not believe further basic troubleshooting is appropriate, as the same steps have been repeated numerous times without resolution. I require a technical investigation into the backend provisioning and activation of the service.
Please do not refer this matter back to first-line support or ask me to repeat troubleshooting steps already completed. I am specifically requesting escalation to a senior technical specialist or manager
SD
Stephanie D's update08 Jun 2026, 18:40
Reviewer Update
I am requesting that this matter be escalated to a senior technical manager for urgent intervention.
Below is a summary of the events and troubleshooting already completed:• I migrated from MWEB to Webafrica while remaining on the Vumatel network.• Initially, the Webafrica service was installed using the same ONT that had previously been linked to my MWEB service.• Vumatel subsequently replaced that ONT with a new ONT linked to my Webafrica service.• Since the ONT replacement, my fibre service has not functioned correctly.• Multiple Vumatel technicians have attended the property and advised that the fibre infrastructure and line are functioning correctly.• During troubleshooting, Webafrica's systems repeatedly detected issues with the fibre line and advised that the matter required further investigation by support teams.• I have spent countless hours completing troubleshooting procedures, including:
- Power cycling equipment
- Resetting the router multiple times
- Verifying cabling between the ONT and route
- Providing photographs of the ONT, router, indicator lights, and cabling
- Performing guided configuration attempts with support agents
- Participating in numerous support chats
On 15 April, Webafrica confirmed that the fibre service had been activated and that the line showed as operational on their systems. However, I was still unable to access the internet.• During support interactions, agents confirmed that:
Despite numerous troubleshooting sessions and escalation requests, the issue remains unresolved.
Most recently, I was informed by one of your agents that the service is showing as cancelled, which raises serious concerns that there may be an account provisioning, activation, ONT registration, or service allocation issue rather than a physical line fault.Impact:• I work remotely and depend on a stable internet connection for my livelihood.• Due to the prolonged outage, I have been forced to purchase mobile data on a daily basis at significant personal expense while continuing to pay for a fibre service that is not functioning.
What I Require:
At this stage, I do not believe further basic troubleshooting is appropriate, as the same steps have been repeated numerous times without resolution. I require a technical investigation into the backend provisioning and activation of the service.
Please do not refer this matter back to first-line support or ask me to repeat troubleshooting steps already completed. I am specifically requesting escalation to a senior technical specialist or manager
Below is a summary of the events and troubleshooting already completed:• I migrated from MWEB to Webafrica while remaining on the Vumatel network.• Initially, the Webafrica service was installed using the same ONT that had previously been linked to my MWEB service.• Vumatel subsequently replaced that ONT with a new ONT linked to my Webafrica service.• Since the ONT replacement, my fibre service has not functioned correctly.• Multiple Vumatel technicians have attended the property and advised that the fibre infrastructure and line are functioning correctly.• During troubleshooting, Webafrica's systems repeatedly detected issues with the fibre line and advised that the matter required further investigation by support teams.• I have spent countless hours completing troubleshooting procedures, including:
- Power cycling equipment
- Resetting the router multiple times
- Verifying cabling between the ONT and route
- Providing photographs of the ONT, router, indicator lights, and cabling
- Performing guided configuration attempts with support agents
- Participating in numerous support chats
On 15 April, Webafrica confirmed that the fibre service had been activated and that the line showed as operational on their systems. However, I was still unable to access the internet.• During support interactions, agents confirmed that:
- The line was active.
- The installation had been completed.
- The service should have been operational.
- Further technical investigation was required.
Despite numerous troubleshooting sessions and escalation requests, the issue remains unresolved.
Most recently, I was informed by one of your agents that the service is showing as cancelled, which raises serious concerns that there may be an account provisioning, activation, ONT registration, or service allocation issue rather than a physical line fault.Impact:• I work remotely and depend on a stable internet connection for my livelihood.• Due to the prolonged outage, I have been forced to purchase mobile data on a daily basis at significant personal expense while continuing to pay for a fibre service that is not functioning.
What I Require:
- A senior technical specialist to take ownership of this case.
- Confirmation of the ONT serial number currently registered against my Webafrica service.
- Confirmation that the ONT is correctly provisioned and linked to my account on both the Webafrica and Vumatel systems.
- Confirmation that the service is active and not incorrectly marked as cancelled.
- A joint investigation between Webafrica and Vumatel to identify where the provisioning or activation process has failed.
- Feedback from a responsible manager with a clear action plan and estimated resolution time.
- Consideration of a billing credit/refund for the period during which I have been paying for a non-functional service.
At this stage, I do not believe further basic troubleshooting is appropriate, as the same steps have been repeated numerous times without resolution. I require a technical investigation into the backend provisioning and activation of the service.
Please do not refer this matter back to first-line support or ask me to repeat troubleshooting steps already completed. I am specifically requesting escalation to a senior technical specialist or manager
Webafrica's replyOfficial
09 Jun 2026, 13:36Hi Michelle,
We appreciate the detailed information you’ve provided and understand how frustrating this has been, particularly given the length of time the issue has remained unresolved and the impact it has had on your ability to work and stay connected.We can confirm that you have spoken with one of our consultants and that an escalation has been submitted to the relevant team for further investigation and assistance.The team is currently reviewing the matter and will advise on the next steps once their assessment has been completed.Kind regards,
The Webafrica Crew.
We appreciate the detailed information you’ve provided and understand how frustrating this has been, particularly given the length of time the issue has remained unresolved and the impact it has had on your ability to work and stay connected.We can confirm that you have spoken with one of our consultants and that an escalation has been submitted to the relevant team for further investigation and assistance.The team is currently reviewing the matter and will advise on the next steps once their assessment has been completed.Kind regards,
The Webafrica Crew.
Webafrica's reply09 Jun 2026, 13:36
Official
Hi Michelle,
We appreciate the detailed information you’ve provided and understand how frustrating this has been, particularly given the length of time the issue has remained unresolved and the impact it has had on your ability to work and stay connected.We can confirm that you have spoken with one of our consultants and that an escalation has been submitted to the relevant team for further investigation and assistance.The team is currently reviewing the matter and will advise on the next steps once their assessment has been completed.Kind regards,
The Webafrica Crew.
We appreciate the detailed information you’ve provided and understand how frustrating this has been, particularly given the length of time the issue has remained unresolved and the impact it has had on your ability to work and stay connected.We can confirm that you have spoken with one of our consultants and that an escalation has been submitted to the relevant team for further investigation and assistance.The team is currently reviewing the matter and will advise on the next steps once their assessment has been completed.Kind regards,
The Webafrica Crew.
SD
Stephanie D's updateReviewer Update
11 Jun 2026, 17:02Any update????
SD
Stephanie D's update11 Jun 2026, 17:02
Reviewer Update
Any update????
Webafrica's replyOfficial
12 Jun 2026, 09:50Hi Stephanie,
Thank you for reaching out for an update. We understand how important it is to get your connection back up and running as soon as possible.
We have received confirmation that the serial number has been successfully updated on Vumatel’s system. To complete the process, please restart both your router and the Vumatel ONT, and then test your connection again. If the service is still not working after the restart, please send us a direct message on Hello Peter and let us know so we can continue assisting you and take the next steps to resolve this for you.
Warm regards,
Webafrica Crew
Thank you for reaching out for an update. We understand how important it is to get your connection back up and running as soon as possible.
We have received confirmation that the serial number has been successfully updated on Vumatel’s system. To complete the process, please restart both your router and the Vumatel ONT, and then test your connection again. If the service is still not working after the restart, please send us a direct message on Hello Peter and let us know so we can continue assisting you and take the next steps to resolve this for you.
Warm regards,
Webafrica Crew
Webafrica's reply12 Jun 2026, 09:50
Official
Hi Stephanie,
Thank you for reaching out for an update. We understand how important it is to get your connection back up and running as soon as possible.
We have received confirmation that the serial number has been successfully updated on Vumatel’s system. To complete the process, please restart both your router and the Vumatel ONT, and then test your connection again. If the service is still not working after the restart, please send us a direct message on Hello Peter and let us know so we can continue assisting you and take the next steps to resolve this for you.
Warm regards,
Webafrica Crew
Thank you for reaching out for an update. We understand how important it is to get your connection back up and running as soon as possible.
We have received confirmation that the serial number has been successfully updated on Vumatel’s system. To complete the process, please restart both your router and the Vumatel ONT, and then test your connection again. If the service is still not working after the restart, please send us a direct message on Hello Peter and let us know so we can continue assisting you and take the next steps to resolve this for you.
Warm regards,
Webafrica Crew
SD
Stephanie D's updateReviewer Update
15 Jun 2026, 08:27My connection has still not been restored.
I have also not been contacted by your onboarding team for assistance.
I have also not been contacted by your onboarding team for assistance.
SD
Stephanie D's update15 Jun 2026, 08:27
Reviewer Update
My connection has still not been restored.
I have also not been contacted by your onboarding team for assistance.
I have also not been contacted by your onboarding team for assistance.
Webafrica's replyOfficial
15 Jun 2026, 12:21Hi Stephanie,
A fault has now been logged for your connection not being restored, and the team will begin working on investigating and resolving the issue.We’ve also noted your concern regarding the onboarding team not yet contacting you for assistance. This will be followed up to ensure the correct team engages with you and provides the necessary support.Once there is an update on the fault or onboarding contact, you will be kept informed through the usual support channels.Warm regards,
Webafrica Crew
A fault has now been logged for your connection not being restored, and the team will begin working on investigating and resolving the issue.We’ve also noted your concern regarding the onboarding team not yet contacting you for assistance. This will be followed up to ensure the correct team engages with you and provides the necessary support.Once there is an update on the fault or onboarding contact, you will be kept informed through the usual support channels.Warm regards,
Webafrica Crew
Webafrica's reply15 Jun 2026, 12:21
Official
Hi Stephanie,
A fault has now been logged for your connection not being restored, and the team will begin working on investigating and resolving the issue.We’ve also noted your concern regarding the onboarding team not yet contacting you for assistance. This will be followed up to ensure the correct team engages with you and provides the necessary support.Once there is an update on the fault or onboarding contact, you will be kept informed through the usual support channels.Warm regards,
Webafrica Crew
A fault has now been logged for your connection not being restored, and the team will begin working on investigating and resolving the issue.We’ve also noted your concern regarding the onboarding team not yet contacting you for assistance. This will be followed up to ensure the correct team engages with you and provides the necessary support.Once there is an update on the fault or onboarding contact, you will be kept informed through the usual support channels.Warm regards,
Webafrica Crew
SD
Stephanie D's updateReviewer Update
22 Jun 2026, 08:11 It has been 15 days since my initial review and I have still not been assisted to get my internet connection restored.
SD
Stephanie D's update22 Jun 2026, 08:11
Reviewer Update
It has been 15 days since my initial review and I have still not been assisted to get my internet connection restored.
Webafrica's replyOfficial
22 Jun 2026, 11:56Hi Stephanie,
We hear your frustration, especially as this has been ongoing for 15 days without your connection being fully restored. When you’re left without service for this long, it understandably becomes very disruptive and disappointing.We can confirm that your fault is still currently in progress with our technical support team and is actively being worked on. The team is engaged in ongoing diagnostics and coordination to get to the root cause and restore your connection as soon as possible.At this stage, the focus remains on resolving the fault, and any updates or requirements will be communicated directly to you as soon as they become available. We understand the importance of getting you back online and the team is continuing to work on this with priority.Warm regards,
Webafrica Crew
We hear your frustration, especially as this has been ongoing for 15 days without your connection being fully restored. When you’re left without service for this long, it understandably becomes very disruptive and disappointing.We can confirm that your fault is still currently in progress with our technical support team and is actively being worked on. The team is engaged in ongoing diagnostics and coordination to get to the root cause and restore your connection as soon as possible.At this stage, the focus remains on resolving the fault, and any updates or requirements will be communicated directly to you as soon as they become available. We understand the importance of getting you back online and the team is continuing to work on this with priority.Warm regards,
Webafrica Crew
Webafrica's reply22 Jun 2026, 11:56
Official
Hi Stephanie,
We hear your frustration, especially as this has been ongoing for 15 days without your connection being fully restored. When you’re left without service for this long, it understandably becomes very disruptive and disappointing.We can confirm that your fault is still currently in progress with our technical support team and is actively being worked on. The team is engaged in ongoing diagnostics and coordination to get to the root cause and restore your connection as soon as possible.At this stage, the focus remains on resolving the fault, and any updates or requirements will be communicated directly to you as soon as they become available. We understand the importance of getting you back online and the team is continuing to work on this with priority.Warm regards,
Webafrica Crew
We hear your frustration, especially as this has been ongoing for 15 days without your connection being fully restored. When you’re left without service for this long, it understandably becomes very disruptive and disappointing.We can confirm that your fault is still currently in progress with our technical support team and is actively being worked on. The team is engaged in ongoing diagnostics and coordination to get to the root cause and restore your connection as soon as possible.At this stage, the focus remains on resolving the fault, and any updates or requirements will be communicated directly to you as soon as they become available. We understand the importance of getting you back online and the team is continuing to work on this with priority.Warm regards,
Webafrica Crew