SJ
Sarel J
1 reviews | Active since Apr 2014
01 Jun 2026, 07:34
Web Africa no assistance
<div>After my previous encounters my fibre was at last changed to the service I pay for. (250mbps) Well, at least for 3 days. Then I was back on 100 mbps. I tried over the weekend, both on whatsup as well as the App to talk to an agent. I stopped trying after 80 minutes on whatsup and an hour on the App without ANY assistance other than Willy the bot trying to tell me he is connecting me to an agent. And the usual standard AI responses with NO service provided. If this is how Web Africa is doing business a lot of clients will be frustrated.</div>
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Replies (2)
Webafrica's replyOfficial
01 Jun 2026, 14:40Hi Sarel, Due to technical limitations on the HelloPeter platform, response times may be a little slower than usual here. Our teams are actively working to ensure all customers still receive the support they need.To help us assist you faster and avoid duplicate work, please reach out via private message if you haven’t already been assisted by one of our agents.We’re here and ready to help get things sorted for you. Support is available Monday to Friday, 08:00 to 17:00.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew
Webafrica's reply01 Jun 2026, 14:40
Official
Hi Sarel, Due to technical limitations on the HelloPeter platform, response times may be a little slower than usual here. Our teams are actively working to ensure all customers still receive the support they need.To help us assist you faster and avoid duplicate work, please reach out via private message if you haven’t already been assisted by one of our agents.We’re here and ready to help get things sorted for you. Support is available Monday to Friday, 08:00 to 17:00.
Warm regards,
Webafrica Crew
Warm regards,
Webafrica Crew
Webafrica's replyOfficial
02 Jun 2026, 07:39Hi Sarel, Waiting over an hour without receiving assistance, especially when you're trying to get answers about ongoing speed issues, would understandably add to your frustration. We can also see why the conflicting information around your line speeds and services would raise concerns. We've submitted a follow-up with our MetroFibre team to investigate the speed changes you've experienced, including the periods where your line appeared to be running below your subscribed 250/250 Mbps service. They're reviewing the provisioning history and current configuration so we can provide clarity on what has occurred. Regarding the duplicate service listing on chat, we've checked your account and can confirm that you currently have one active fibre service. The duplicate entry you're seeing appears to be a display issue rather than a second active service. As soon as we receive feedback from our MetroFibre team regarding the speed profile and any historical changes, we'll update you with their findings and the next steps. Warm regards,
Webafrica Crew
Webafrica Crew
Webafrica's reply02 Jun 2026, 07:39
Official
Hi Sarel, Waiting over an hour without receiving assistance, especially when you're trying to get answers about ongoing speed issues, would understandably add to your frustration. We can also see why the conflicting information around your line speeds and services would raise concerns. We've submitted a follow-up with our MetroFibre team to investigate the speed changes you've experienced, including the periods where your line appeared to be running below your subscribed 250/250 Mbps service. They're reviewing the provisioning history and current configuration so we can provide clarity on what has occurred. Regarding the duplicate service listing on chat, we've checked your account and can confirm that you currently have one active fibre service. The duplicate entry you're seeing appears to be a display issue rather than a second active service. As soon as we receive feedback from our MetroFibre team regarding the speed profile and any historical changes, we'll update you with their findings and the next steps. Warm regards,
Webafrica Crew
Webafrica Crew