Unacceptable service failure – 5+ days without internet, no escalation, no accountability

We are currently using WebAfrica as our fibre internet service provider, and this has been one of the most frustrating service experiences we have had.

On Tuesday, our house was struck by lightning, which resulted in our internet going down. Our Wi-Fi has been offline since Tuesday, and as of Saturday, the issue is still unresolved.

A major problem with WebAfrica is that there is no call centre and no direct line to speak to anyone. Regardless of how urgent the issue is, customers are forced to rely solely on WhatsApp chat, which is completely inadequate for time-critical faults. There is no real escalation path, no ownership of the issue, and no sense of urgency.

We contacted WebAfrica immediately on Tuesday and followed up repeatedly. Only on Thursday were we told that our router was “dead” and that a replacement would be ordered. After that, there was zero proactive communication from WebAfrica.

When we followed up again on Saturday, we were asked for our unit number, which clearly shows that the request had been sitting idle since Thursday with no action taken. If we had not chased this ourselves, nothing would have moved forward. This is unacceptable.

We work from home, and our household relies heavily on internet connectivity. Being offline for five days and counting is not reasonable under any circumstances. Repeated responses stating that issues take 24–72 hours to resolve are meaningless when those timeframes are continuously exceeded with no escalation or accountability.

At this point, we are not willing to pay for a full month of service when WebAfrica has failed to deliver the most basic requirement, a working internet connection.

We are formally requesting: 1. Immediate escalation of this matter to a senior support or management team 2. Clear timelines for when the replacement router will be delivered and the service restored 3. Compensation or a full pro-rata credit for the extended downtime, as charging us a full month is unjustifiable

This experience has highlighted serious gaps in WebAfrica’s support model, especially for customers who work from home and depend on reliable connectivity. We are extremely disappointed and reconsidering whether to remain with WebAfrica after this ordeal.

I am so closed to signing up with a new service provider.