SJ
Sarel J
1 reviews | Active since Apr 2014
21 May 2026, 13:41
Useless support
I have been struggling more than a week with a slow internet. I have a 250mbps line but only receive 50mbps. I have been on the chatline since yesterday and today since 08h00 this morning. They keep you busy for hours with standard generated replies. Last night problem was identified as metrofibre. Today after hours gets transferred to technical who eventually remembers last night's chat and resulution. Abruptly transfers me again to the agent i spent the whole morning with. She then just transferred me back to technical who I just spoke to.😡😡 How do you resolve an issue with such a useless system?
Helpful (0)
Replies (3)0
Replies (3)
Webafrica's replyOfficial
21 May 2026, 14:00Hi Sarel, We understand how frustrating this has been, especially after spending so much time being transferred between teams while still dealing with slow speeds on a 250Mbps line. Being passed back and forth without clear progress is understandably exhausting. Since MetroFibre was already identified previously, there are a few things worth checking while the line stabilisation and routing are being assessed:
Webafrica Crew
- Try running a speed test using a LAN/Ethernet cable directly to the router, as WiFi can often cap speeds well below the package speed depending on distance, interference, or device capability
- Restart both the ONT and router together, leaving them powered off for about 2 minutes before reconnecting
- If multiple devices are connected, temporarily disconnect heavier streaming or download devices and retest
- Test on an alternative speed test server, as some servers can return inconsistent results during peak periods
Webafrica Crew
Webafrica's reply21 May 2026, 14:00
Official
Hi Sarel, We understand how frustrating this has been, especially after spending so much time being transferred between teams while still dealing with slow speeds on a 250Mbps line. Being passed back and forth without clear progress is understandably exhausting. Since MetroFibre was already identified previously, there are a few things worth checking while the line stabilisation and routing are being assessed:
Webafrica Crew
- Try running a speed test using a LAN/Ethernet cable directly to the router, as WiFi can often cap speeds well below the package speed depending on distance, interference, or device capability
- Restart both the ONT and router together, leaving them powered off for about 2 minutes before reconnecting
- If multiple devices are connected, temporarily disconnect heavier streaming or download devices and retest
- Test on an alternative speed test server, as some servers can return inconsistent results during peak periods
Webafrica Crew
SJ
Sarel J's updateReviewer Update
23 May 2026, 15:40The AI generated reply is typical of Web Africa lately. Not resolving the problem at all. Provisioning promised to have me service fixed on Thursday. It is now 2 days later and I still only have a 40mbps line. Confirmed with screenprint from the agent. So I am now struggling for 2 weeks. Paying for a faster 250mbps line as I had a 100mbps line. So now I am 50 % worse off after I have upgraded. And Webafrica does not have the ability. Skills or agents to fix this simple error on their side. So let us see what useless AI response I will get now. Worst service ever.
SJ
Sarel J's update23 May 2026, 15:40
Reviewer Update
The AI generated reply is typical of Web Africa lately. Not resolving the problem at all. Provisioning promised to have me service fixed on Thursday. It is now 2 days later and I still only have a 40mbps line. Confirmed with screenprint from the agent. So I am now struggling for 2 weeks. Paying for a faster 250mbps line as I had a 100mbps line. So now I am 50 % worse off after I have upgraded. And Webafrica does not have the ability. Skills or agents to fix this simple error on their side. So let us see what useless AI response I will get now. Worst service ever.
Webafrica's replyOfficial
25 May 2026, 09:27Hi Sarel,
We hear your concern, especially after upgrading to a higher-speed package and still being limited to a lower line speed. That mismatch between what you’re paying for and what you’re experiencing is not where things should be.We’ve checked your account and can confirm that a service change has been submitted to Metrofibre, and it is currently in progress with them to complete the profile update. Until Metrofibre applies the change on their side, the line will remain on the current 40Mbps profile, which is why you’re not yet seeing the upgraded 250Mbps speeds.We understand how disruptive this has been over the past two weeks, and we’re continuing to monitor the service change closely so it reflects correctly as soon as Metrofibre completes their side of the process.Warm regards,
Webafrica Crew
We hear your concern, especially after upgrading to a higher-speed package and still being limited to a lower line speed. That mismatch between what you’re paying for and what you’re experiencing is not where things should be.We’ve checked your account and can confirm that a service change has been submitted to Metrofibre, and it is currently in progress with them to complete the profile update. Until Metrofibre applies the change on their side, the line will remain on the current 40Mbps profile, which is why you’re not yet seeing the upgraded 250Mbps speeds.We understand how disruptive this has been over the past two weeks, and we’re continuing to monitor the service change closely so it reflects correctly as soon as Metrofibre completes their side of the process.Warm regards,
Webafrica Crew
Webafrica's reply25 May 2026, 09:27
Official
Hi Sarel,
We hear your concern, especially after upgrading to a higher-speed package and still being limited to a lower line speed. That mismatch between what you’re paying for and what you’re experiencing is not where things should be.We’ve checked your account and can confirm that a service change has been submitted to Metrofibre, and it is currently in progress with them to complete the profile update. Until Metrofibre applies the change on their side, the line will remain on the current 40Mbps profile, which is why you’re not yet seeing the upgraded 250Mbps speeds.We understand how disruptive this has been over the past two weeks, and we’re continuing to monitor the service change closely so it reflects correctly as soon as Metrofibre completes their side of the process.Warm regards,
Webafrica Crew
We hear your concern, especially after upgrading to a higher-speed package and still being limited to a lower line speed. That mismatch between what you’re paying for and what you’re experiencing is not where things should be.We’ve checked your account and can confirm that a service change has been submitted to Metrofibre, and it is currently in progress with them to complete the profile update. Until Metrofibre applies the change on their side, the line will remain on the current 40Mbps profile, which is why you’re not yet seeing the upgraded 250Mbps speeds.We understand how disruptive this has been over the past two weeks, and we’re continuing to monitor the service change closely so it reflects correctly as soon as Metrofibre completes their side of the process.Warm regards,
Webafrica Crew