Unacceptable Service and Delayed Fibre Installation

Dear Web Africa Complaints Team,

I am writing to formally lodge a complaint regarding the extremely poor service I have experienced with my fibre installation order.

I placed an order for a new fibre service on 2 February 2026 through Web Africa and Leapfrog. I was requested to pay the initialisation fees, which I did immediately on the same day. I was advised that the installation and activation process would take approximately 7 working days.

On 6 February 2026, I received an email from Frogfoot requesting images of my router for configuration purposes. I provided the requested images promptly on Monday, 9 February 2026. Thereafter, Frogfoot informed me that I needed to contact my ISP (Web Africa), as the issue appeared to be on your side.

Since then, my experience has been nothing short of unacceptable.

I attempted to use your online chat system and waited over 5 hours without receiving any response.

Today, I decided to phone your call centre and have been on hold for over 1 hour and 30 minutes, still without any assistance.

This level of service is completely unacceptable and deeply frustrating, especially considering that payment was made upfront and all requested information was provided timeously. As a customer, I should not have to chase endlessly for updates or basic support.

If this is the level of service I am experiencing before the service is even activated, it raises serious concerns about the quality of support I can expect going forward.

At this stage, I am strongly considering cancelling the entire order if this matter is not resolved urgently. I expect immediate feedback on:

The current status of my order

Clear reasons for the delay

A firm timeline for installation and activation

I trust that this complaint will be escalated and addressed with the urgency it deserves. I look forward to your prompt response and a satisfactory resolution.

Yours sincerely, Kishen Sukha