MM
Marshall M
1 reviews | Active since Feb 2021
10 Sept 2026, 08:50
Vuma / Webafricav/ Mweb Customer Support,
Dear Vuma / Webafrica/ Mweb Customer Support,
I am extremely frustrated with the level of service I have received regarding an ongoing fibre connectivity issue.
The most disappointing part of this experience is the complete lack of effective customer support. There is seemingly no reliable number to call, and when I eventually manage to obtain a contact number, the line does not even ring. The online chat service has also been extremely ineffective and has done very little to resolve my issue.
This problem has been ongoing for some time, yet I continue to be the one chasing Vuma and Webafrica for updates and solutions. This is completely unacceptable. I have made my payment, so I should not have to make countless follow-ups simply to receive the service I have already paid for.
What makes this even more disappointing is that my family and I have six fibre services with you. We should be treated as valued customers, especially considering the amount of business we have given your company.
Instead, the experience has been the opposite. My internet service is not working despite payment being made, and there appears to be very little urgency because the payment has already been received.
Customer service should not end once the customer's money has been collected.
I am therefore requesting that this matter be escalated urgently to someone who can actually take ownership of the issue and provide a proper resolution. I do not want another generic response telling me to contact support or use the chat service. I have already attempted these channels repeatedly.
If this level of service continues, I will seriously consider moving our fibre services to another provider. There must be competitors in the market who understand the importance of retaining customers and providing reliable support.
I would appreciate a clear explanation of:
1. Why my fibre service remains unavailable despite payment being made. 2. What has been done so far to resolve the issue. 3. Why I have had to make repeated follow-ups instead of receiving proactive communication. 4. When my service will actually be restored. 5. What steps will be taken to prevent this from happening again.
I expect this complaint to be treated seriously and escalated to a senior representative who can take accountability for resolving the matter.
I am not asking for anything unreasonable. I simply expect the service that I have paid for and a reasonable level of customer support.
I look forward to receiving a proper response and resolution.
Kind regards,
#MarshallMakhuboNovels
Helpful (0)
Replies (7)0
Replies (7)
Webafrica's replyOfficial
10 Sept 2026, 09:54Hello Marshall,
We understand how frustrating it must be to deal with an ongoing connectivity issue while feeling as though you're not receiving the support, communication, and updates you need. Having to repeatedly follow up on a fault, especially when the service is essential to your household, is certainly not the standard of service we aim to provide.We've taken a closer look at the account and can confirm that everything appears to be in order from our side, which means the service should be able to connect. We'd appreciate the opportunity to work through some checks with you to better understand what may be preventing the connection.Please try restarting the router and, once it has fully rebooted, reconnect to the WiFi and test the connection. If possible, please also test using more than one device to rule out a device-specific issue.Should the connection still not be working, please send us a direct message confirming:
Warm regards,
Webafrica Crew
We understand how frustrating it must be to deal with an ongoing connectivity issue while feeling as though you're not receiving the support, communication, and updates you need. Having to repeatedly follow up on a fault, especially when the service is essential to your household, is certainly not the standard of service we aim to provide.We've taken a closer look at the account and can confirm that everything appears to be in order from our side, which means the service should be able to connect. We'd appreciate the opportunity to work through some checks with you to better understand what may be preventing the connection.Please try restarting the router and, once it has fully rebooted, reconnect to the WiFi and test the connection. If possible, please also test using more than one device to rule out a device-specific issue.Should the connection still not be working, please send us a direct message confirming:
- What the PON and LOS lights are doing on the fibre ONT.
- The serial number of the router.
Warm regards,
Webafrica Crew
Webafrica's reply10 Sept 2026, 09:54
Official
Hello Marshall,
We understand how frustrating it must be to deal with an ongoing connectivity issue while feeling as though you're not receiving the support, communication, and updates you need. Having to repeatedly follow up on a fault, especially when the service is essential to your household, is certainly not the standard of service we aim to provide.We've taken a closer look at the account and can confirm that everything appears to be in order from our side, which means the service should be able to connect. We'd appreciate the opportunity to work through some checks with you to better understand what may be preventing the connection.Please try restarting the router and, once it has fully rebooted, reconnect to the WiFi and test the connection. If possible, please also test using more than one device to rule out a device-specific issue.Should the connection still not be working, please send us a direct message confirming:
Warm regards,
Webafrica Crew
We understand how frustrating it must be to deal with an ongoing connectivity issue while feeling as though you're not receiving the support, communication, and updates you need. Having to repeatedly follow up on a fault, especially when the service is essential to your household, is certainly not the standard of service we aim to provide.We've taken a closer look at the account and can confirm that everything appears to be in order from our side, which means the service should be able to connect. We'd appreciate the opportunity to work through some checks with you to better understand what may be preventing the connection.Please try restarting the router and, once it has fully rebooted, reconnect to the WiFi and test the connection. If possible, please also test using more than one device to rule out a device-specific issue.Should the connection still not be working, please send us a direct message confirming:
- What the PON and LOS lights are doing on the fibre ONT.
- The serial number of the router.
Warm regards,
Webafrica Crew
MM
Marshall M's updateReviewer Update
10 Sept 2026, 10:19 The internet is still working, but the connection is extremely slow and is not performing at the speed expected from the high-speed package I am paying for.I currently have two people working from home who rely on this connection, and because the service is not functioning properly, they have had to purchase additional mobile data to continue working. Who is going to reimburse us for these additional costs?I need this issue resolved before 12:00 today. I have already spent an unreasonable amount of time trying to get assistance, waiting hours for live-agent responses, and following up repeatedly without receiving meaningful feedback.At this point, I do not want another explanation of the problem. I need the service fixed. I am paying for a high-speed internet package, and I expect the service to operate accordingly.This experience is extremely disappointing and demonstrates a serious lack of customer centricity. Please escalate this immediately to a senior technical representative or manager and provide me with a clear resolution before 12:00.Please also confirm how I can claim or be compensated for the additional data costs incurred because of this service issue.
MM
Marshall M's update10 Sept 2026, 10:19
Reviewer Update
The internet is still working, but the connection is extremely slow and is not performing at the speed expected from the high-speed package I am paying for.I currently have two people working from home who rely on this connection, and because the service is not functioning properly, they have had to purchase additional mobile data to continue working. Who is going to reimburse us for these additional costs?I need this issue resolved before 12:00 today. I have already spent an unreasonable amount of time trying to get assistance, waiting hours for live-agent responses, and following up repeatedly without receiving meaningful feedback.At this point, I do not want another explanation of the problem. I need the service fixed. I am paying for a high-speed internet package, and I expect the service to operate accordingly.This experience is extremely disappointing and demonstrates a serious lack of customer centricity. Please escalate this immediately to a senior technical representative or manager and provide me with a clear resolution before 12:00.Please also confirm how I can claim or be compensated for the additional data costs incurred because of this service issue.
MM
Marshall M's updateReviewer Update
10 Sept 2026, 10:25 SA *** ***0 P/N ***0 ID ***AGS*** SN ***3C733A4BB MAC C04E8A5BB4C4 VER V500R023C00SPC478
MM
Marshall M's update10 Sept 2026, 10:25
Reviewer Update
SA *** ***0 P/N ***0 ID ***AGS*** SN ***3C733A4BB MAC C04E8A5BB4C4 VER V500R023C00SPC478
Webafrica's replyOfficial
10 Sept 2026, 10:55Hi Marshall,
We understand how frustrating it must be to have a connection that is working but not delivering the speeds expected from your package, particularly when multiple people in the household rely on the service for work. To help determine the cause of the slow connectivity, some troubleshooting will be required. In an attempt to eliminate any underlying provisioning-related issues, we've reprovisioned the line from our side.
Please restart your router and test the connection again once it has fully rebooted. When testing, ensure that:
Warm regards,
Webafrica Crew
We understand how frustrating it must be to have a connection that is working but not delivering the speeds expected from your package, particularly when multiple people in the household rely on the service for work. To help determine the cause of the slow connectivity, some troubleshooting will be required. In an attempt to eliminate any underlying provisioning-related issues, we've reprovisioned the line from our side.
Please restart your router and test the connection again once it has fully rebooted. When testing, ensure that:
- Only one device is connected to the network.
- If testing over WiFi, stand as close to the router as possible for the most accurate results.
- Any VPN services are disconnected during testing, as these can affect performance results.
Warm regards,
Webafrica Crew
Webafrica's reply10 Sept 2026, 10:55
Official
Hi Marshall,
We understand how frustrating it must be to have a connection that is working but not delivering the speeds expected from your package, particularly when multiple people in the household rely on the service for work. To help determine the cause of the slow connectivity, some troubleshooting will be required. In an attempt to eliminate any underlying provisioning-related issues, we've reprovisioned the line from our side.
Please restart your router and test the connection again once it has fully rebooted. When testing, ensure that:
Warm regards,
Webafrica Crew
We understand how frustrating it must be to have a connection that is working but not delivering the speeds expected from your package, particularly when multiple people in the household rely on the service for work. To help determine the cause of the slow connectivity, some troubleshooting will be required. In an attempt to eliminate any underlying provisioning-related issues, we've reprovisioned the line from our side.
Please restart your router and test the connection again once it has fully rebooted. When testing, ensure that:
- Only one device is connected to the network.
- If testing over WiFi, stand as close to the router as possible for the most accurate results.
- Any VPN services are disconnected during testing, as these can affect performance results.
Warm regards,
Webafrica Crew
MM
Marshall M's updateReviewer Update
10 Sept 2026, 11:05 At the moment, only one device is able to connect to the Wi-Fi due to the ongoing issue, and even that device is experiencing extremely slow internet.I have already tried the troubleshooting steps multiple times, so I do not need to repeat the same process again. Time is continuing to pass while this issue remains unresolved.I also have two people working from home who have had to purchase additional mobile data because the internet service I am paying for is not functioning properly. I have serious concerns that, despite the inconvenience and additional costs we are incurring, I will not be reimbursed.I am doing my best to remain professional, although I am extremely frustrated with the way this matter is being handled. I need this issue escalated and resolved urgently rather than being given the same troubleshooting steps repeatedly.Please provide a clear update on what is actually being done to resolve the problem and when I can expect the service to return to the expected high-speed performance.
MM
Marshall M's update10 Sept 2026, 11:05
Reviewer Update
At the moment, only one device is able to connect to the Wi-Fi due to the ongoing issue, and even that device is experiencing extremely slow internet.I have already tried the troubleshooting steps multiple times, so I do not need to repeat the same process again. Time is continuing to pass while this issue remains unresolved.I also have two people working from home who have had to purchase additional mobile data because the internet service I am paying for is not functioning properly. I have serious concerns that, despite the inconvenience and additional costs we are incurring, I will not be reimbursed.I am doing my best to remain professional, although I am extremely frustrated with the way this matter is being handled. I need this issue escalated and resolved urgently rather than being given the same troubleshooting steps repeatedly.Please provide a clear update on what is actually being done to resolve the problem and when I can expect the service to return to the expected high-speed performance.
MM
Marshall M's updateReviewer Update
10 Sept 2026, 12:28The speed results don`t read
MM
Marshall M's update10 Sept 2026, 12:28
Reviewer Update
The speed results don`t read
Webafrica's replyOfficial
10 Sept 2026, 13:41Hi Marshall,
Thank you for the update and for attempting the requested tests. Based on the information you've provided, there is a possibility that there may be a serial number mismatch between what we're seeing on our side and the equipment currently linked to the service.To ensure that we're reviewing the correct account and connection details, please send us a private message confirming:
Webafrica Crew
Thank you for the update and for attempting the requested tests. Based on the information you've provided, there is a possibility that there may be a serial number mismatch between what we're seeing on our side and the equipment currently linked to the service.To ensure that we're reviewing the correct account and connection details, please send us a private message confirming:
- The email address linked to the account
- The account holder's full name
Webafrica Crew
Webafrica's reply10 Sept 2026, 13:41
Official
Hi Marshall,
Thank you for the update and for attempting the requested tests. Based on the information you've provided, there is a possibility that there may be a serial number mismatch between what we're seeing on our side and the equipment currently linked to the service.To ensure that we're reviewing the correct account and connection details, please send us a private message confirming:
Webafrica Crew
Thank you for the update and for attempting the requested tests. Based on the information you've provided, there is a possibility that there may be a serial number mismatch between what we're seeing on our side and the equipment currently linked to the service.To ensure that we're reviewing the correct account and connection details, please send us a private message confirming:
- The email address linked to the account
- The account holder's full name
Webafrica Crew