Webafrica and Frogfoot leave loyal customers in the cold

Item: Webafrica
Rating: 1
Author: Tracy G

Frogfoot erroneously cancelled my fibre line on 17 May and I've been without connectivity for 72 hours. Webafrica claim that it is a "glitch" on Frog Foot side. No explanation, to expectation to when it'll be fixed. And no apology! My account is all paid up - there is zero reason to cancel my line.

You gotta love it when nobody is accountable - the ISP blames the FNO and the FNO points the finger at the ISP. Ha! WebAfrica are a nightmare to deal with. What is so hard about: providing a clear explanation, turnaround time and keeping a customers updated? Willie the Bot and friends are officious and all but useless - Zintle N, Firdows van Wyk, Arezona P, Tshepiso M, Loreeza Oktober.... if you are real humans, shame on you for leaving a loyal customer in the cold!

I have been a WebAfrica and FrogFoot customer for over a decade - I don't need a new line, just a restored connection!

It's time to move providers you say? Yep, I suspect that waiting for a new connection may be faster than a reconnection.

In the CBD and looking for a new service provider. Do yourself a favour and skip these jokers! Rather give Vanilla Internet a call!

Helpful (0)

Replies (3)

Webafrica's replyOfficial

20 May 2026, 08:43

Hi Tracy, we hear you, and this situation is incredibly frustrating, especially after being without connectivity for this long with no clear answers. You are absolutely right to expect clarity, accountability, and consistent updates, particularly as a long-standing customer.

What you have experienced is not the standard we aim to deliver, and we understand how being caught between ISP and FNO feedback only adds to that frustration. You should not have to chase for answers or feel left in the dark.

We have already escalated this directly to the team that manages all Frogfoot activations, with a clear focus on restoring your existing line as a priority, not initiating a new installation. They are actively reviewing the service status and working with Frogfoot to get your connection reinstated as quickly as possible.

We genuinely value the many years you have been with us, and the focus right now is getting you reconnected and restoring your experience without further delay.

Warm regards,
Webafrica Crew

Webafrica's reply20 May 2026, 08:43

Official

We genuinely value the many years you have been with us, and the focus right now is getting you reconnected and restoring your experience without further delay.

Warm regards,
Webafrica Crew

Tracy G's updateReviewer Update

20 May 2026, 12:45

Thanks for the automated AI response. This is meaningless - but falsely keeps your response time numbers looking good.

I have just spoken with a human at Frog Foot who say that only WebAfrica can authorise a line cancellation. Plus they only received the instruction to activate the line at 4pm on 19 May - that's over 48 hours AFTER the issue was logged. Is that your idea of an escalation?

Tracy G's update20 May 2026, 12:45

Reviewer Update

Webafrica's replyOfficial

20 May 2026, 12:56

Hi Tracy
The order to reconnect the fibre line has been processed and escalated to Frogfoot for activation. We have received their feedback and will proceed with further reactivation on our systems shortly.

Warm regards,
Webafrica Crew

Webafrica's reply20 May 2026, 12:56

Official