Web Africa

am writing to formally lodge a complaint regarding the extremely poor service I have experienced with my fibre connection since placing my order in November.

After placing my order in November, a router was delivered, but the installation was only completed on 7 January, despite my sending numerous follow-up messages via WhatsApp requesting installation. This delay was already highly inconvenient.

On 1 February there was an outage in my area. Although I was later informed that the outage had been resolved, my fibre connection remained non-functional from 1 February until 4 March. During this period I logged multiple faults and repeatedly contacted your support team for assistance.

I also raised concerns about the invoices being issued while the service was not working. An agent informed me that she had logged a request with the finance department for a payment adjustment/credit due to the downtime.

Despite this, my fibre service was suspended on 7 March due to non-payment. I logged another request and was advised that a down-payment or adjustment request had again been submitted to finance. When I followed up, I was informed that the request had been declined and that another one had been submitted.

As a result, I have now experienced an additional 7 days without internet access, while the outstanding balance on my account continues to increase for a service I was unable to use for an extended period. This situation is completely unacceptable.

I request the following as a matter of urgency:

Immediate reinstatement of my fibre service.

A full investigation into the faults and delays experienced.

Billing adjustments or credits for the entire period during which the service was unavailable.

Written confirmation of the resolution.

If this matter is not resolved promptly, I will have no choice but to escalate the complaint further.

I look forward to your urgent response.