Webafrica and Vumatel are the worst service providers to deal with. No internet since 6 March – Phoenix – No clear resolution

Our fibre internet through Webafrica on the Vumatel network has been down since 6 March 2026 at our home in Phoenix, Durban. On 6 March we contacted Webafrica via WhatsApp and were told there was a power outage/maintenance issue but no reference number was provided at that time. Only on 8 March 2026 were we finally given the reference number CHG-***, which relates to a major connectivity issue affecting Phoenix Zone 04 / 06 on the Vumatel network. When we contacted Vumatel directly, they initially said nothing was wrong, but after providing the reference number they confirmed there is maintenance taking place. They also advised that Webafrica must log any service tickets. However, Webafrica has told us that if maintenance is taking place they cannot log tickets. This leaves us stuck between the ISP and the network provider with no clear solution. We have now been without internet from 6 March until today (11 March 2026), and the ETA we were given is 13 March 2026, meaning we could be without service for over a week. No prior maintenance notice was sent to us, and this long outage has seriously affected work, school and daily activities at home. We request the following: • Clear communication about the repair progress • Confirmation that our account will receive a pro-rata credit for the downtime • Proper escalation between Webafrica and Vumatel so that service is restored as soon as possible. This situation has been extremely frustrating due to the lack of clear communication between the ISP and the network provider.

Please contact me on *** or *** with a resolution. Its absolutely ridiculous to be billing me for so many days I've been without wifi