AH
Annastasia H
1 reviews | Active since Aug 2022
06 May 2026, 15:03
Unacceptable service
I’ve been with WebAfrica for almost three years, and this has been by far the worst experience I’ve had with them. In April, our fibre line was down for a total of 10 days, which is completely unacceptable.
What’s even more frustrating is their response — they claim they can’t offer any downtime credit because the outages were not consecutive. This makes no sense. At the end of the day, we still paid for service that we couldn’t use, regardless of whether the downtime happened all at once or spread out over the month.
Expecting customers to pay for unreliable service like this is disappointing and, frankly, poor customer care. I expected much better after being a loyal customer for so long.
Helpful (0)
Replies (2)0
Replies (2)
Webafrica's replyOfficial
06 May 2026, 15:38Hi Annastasia,
Thank you for sharing this and for your continued support over the past three years. Experiencing repeated outages over the course of a month and then feeling that the impact isn’t fully acknowledged is understandably disappointing, especially when you’ve been a loyal client and expect a dependable service you can rely on.
While we always work towards providing the most stable service possible, 100% uptime cannot be guaranteed, as fibre connectivity can be affected by factors outside of immediate control. That said, your experience and concerns around how downtime is assessed and communicated are clearly noted. This feedback will be shared with our Service Quality Team for internal review and improvement, as clarity and fairness in these situations are important.
We value the opportunity to assist further. If you’d like us to look into a specific issue you are experiencing right now, please send us a direct message on Hello Peter with a brief description, and we’ll gladly take this forward.
Warm regards,
Webafrica Crew
Thank you for sharing this and for your continued support over the past three years. Experiencing repeated outages over the course of a month and then feeling that the impact isn’t fully acknowledged is understandably disappointing, especially when you’ve been a loyal client and expect a dependable service you can rely on.
While we always work towards providing the most stable service possible, 100% uptime cannot be guaranteed, as fibre connectivity can be affected by factors outside of immediate control. That said, your experience and concerns around how downtime is assessed and communicated are clearly noted. This feedback will be shared with our Service Quality Team for internal review and improvement, as clarity and fairness in these situations are important.
We value the opportunity to assist further. If you’d like us to look into a specific issue you are experiencing right now, please send us a direct message on Hello Peter with a brief description, and we’ll gladly take this forward.
Warm regards,
Webafrica Crew
Webafrica's reply06 May 2026, 15:38
Official
Hi Annastasia,
Thank you for sharing this and for your continued support over the past three years. Experiencing repeated outages over the course of a month and then feeling that the impact isn’t fully acknowledged is understandably disappointing, especially when you’ve been a loyal client and expect a dependable service you can rely on.
While we always work towards providing the most stable service possible, 100% uptime cannot be guaranteed, as fibre connectivity can be affected by factors outside of immediate control. That said, your experience and concerns around how downtime is assessed and communicated are clearly noted. This feedback will be shared with our Service Quality Team for internal review and improvement, as clarity and fairness in these situations are important.
We value the opportunity to assist further. If you’d like us to look into a specific issue you are experiencing right now, please send us a direct message on Hello Peter with a brief description, and we’ll gladly take this forward.
Warm regards,
Webafrica Crew
Thank you for sharing this and for your continued support over the past three years. Experiencing repeated outages over the course of a month and then feeling that the impact isn’t fully acknowledged is understandably disappointing, especially when you’ve been a loyal client and expect a dependable service you can rely on.
While we always work towards providing the most stable service possible, 100% uptime cannot be guaranteed, as fibre connectivity can be affected by factors outside of immediate control. That said, your experience and concerns around how downtime is assessed and communicated are clearly noted. This feedback will be shared with our Service Quality Team for internal review and improvement, as clarity and fairness in these situations are important.
We value the opportunity to assist further. If you’d like us to look into a specific issue you are experiencing right now, please send us a direct message on Hello Peter with a brief description, and we’ll gladly take this forward.
Warm regards,
Webafrica Crew
Webafrica's replyOfficial
06 May 2026, 15:43Hello Annastasia.
We hear your frustration, and we understand how disappointing it is to experience repeated downtime, especially over a period as long as 10 days in a month. When you rely on your fibre service daily, any interruption, whether continuous or spread out, has a real impact, and your expectation for fair consideration is completely valid.
We also want to be transparent about how downtime credits are assessed in cases of widespread or intermittent outages. As an ISP, we are often dependent on multiple external infrastructure partners (such as fibre network operators and last-mile providers) to deliver the service. When outages are widespread or intermittent across different intervals, they are typically logged and tracked as separate outage incidents rather than a single continuous service failure. Because of this structure, service credits are not automatically app**** for outage downtime periods. This is not about dismissing the inconvenience, but rather about how network availability, outage tracking, and service-level agreements are measured across multiple independent events and infrastructure layers.
That said, your feedback is important, and we absolutely recognise that from a customer perspective, the impact is still lost service time regardless of how it is technically logged. We are continuing to engage with our network partners to reduce the frequency of these disruptions and improve overall stability so situations like this are minimised going forward. We value your loyalty over the past three years, and we are truly sorry that this experience has not reflected the standard you deserve. Please feel free to send us a private message for any further support or discussion. We're here for you.
Warm regards,
Webafrica Crew
We hear your frustration, and we understand how disappointing it is to experience repeated downtime, especially over a period as long as 10 days in a month. When you rely on your fibre service daily, any interruption, whether continuous or spread out, has a real impact, and your expectation for fair consideration is completely valid.
We also want to be transparent about how downtime credits are assessed in cases of widespread or intermittent outages. As an ISP, we are often dependent on multiple external infrastructure partners (such as fibre network operators and last-mile providers) to deliver the service. When outages are widespread or intermittent across different intervals, they are typically logged and tracked as separate outage incidents rather than a single continuous service failure. Because of this structure, service credits are not automatically app**** for outage downtime periods. This is not about dismissing the inconvenience, but rather about how network availability, outage tracking, and service-level agreements are measured across multiple independent events and infrastructure layers.
That said, your feedback is important, and we absolutely recognise that from a customer perspective, the impact is still lost service time regardless of how it is technically logged. We are continuing to engage with our network partners to reduce the frequency of these disruptions and improve overall stability so situations like this are minimised going forward. We value your loyalty over the past three years, and we are truly sorry that this experience has not reflected the standard you deserve. Please feel free to send us a private message for any further support or discussion. We're here for you.
Warm regards,
Webafrica Crew
Webafrica's reply06 May 2026, 15:43
Official
Hello Annastasia.
We hear your frustration, and we understand how disappointing it is to experience repeated downtime, especially over a period as long as 10 days in a month. When you rely on your fibre service daily, any interruption, whether continuous or spread out, has a real impact, and your expectation for fair consideration is completely valid.
We also want to be transparent about how downtime credits are assessed in cases of widespread or intermittent outages. As an ISP, we are often dependent on multiple external infrastructure partners (such as fibre network operators and last-mile providers) to deliver the service. When outages are widespread or intermittent across different intervals, they are typically logged and tracked as separate outage incidents rather than a single continuous service failure. Because of this structure, service credits are not automatically app**** for outage downtime periods. This is not about dismissing the inconvenience, but rather about how network availability, outage tracking, and service-level agreements are measured across multiple independent events and infrastructure layers.
That said, your feedback is important, and we absolutely recognise that from a customer perspective, the impact is still lost service time regardless of how it is technically logged. We are continuing to engage with our network partners to reduce the frequency of these disruptions and improve overall stability so situations like this are minimised going forward. We value your loyalty over the past three years, and we are truly sorry that this experience has not reflected the standard you deserve. Please feel free to send us a private message for any further support or discussion. We're here for you.
Warm regards,
Webafrica Crew
We hear your frustration, and we understand how disappointing it is to experience repeated downtime, especially over a period as long as 10 days in a month. When you rely on your fibre service daily, any interruption, whether continuous or spread out, has a real impact, and your expectation for fair consideration is completely valid.
We also want to be transparent about how downtime credits are assessed in cases of widespread or intermittent outages. As an ISP, we are often dependent on multiple external infrastructure partners (such as fibre network operators and last-mile providers) to deliver the service. When outages are widespread or intermittent across different intervals, they are typically logged and tracked as separate outage incidents rather than a single continuous service failure. Because of this structure, service credits are not automatically app**** for outage downtime periods. This is not about dismissing the inconvenience, but rather about how network availability, outage tracking, and service-level agreements are measured across multiple independent events and infrastructure layers.
That said, your feedback is important, and we absolutely recognise that from a customer perspective, the impact is still lost service time regardless of how it is technically logged. We are continuing to engage with our network partners to reduce the frequency of these disruptions and improve overall stability so situations like this are minimised going forward. We value your loyalty over the past three years, and we are truly sorry that this experience has not reflected the standard you deserve. Please feel free to send us a private message for any further support or discussion. We're here for you.
Warm regards,
Webafrica Crew