WEBAFRICA invoices for 50/40 fibre line, delivers 18/9 briefly and when the line stops, they don't fix it. TERRIBLE

I got a third fibre line with Webafrica, as the first 2 lines at other addresses were generally not giving us any hassle. At the end of last year I called them, got a quick answer and I got the third line installed.

Sadly, this line has been a disaster with WebAfrica (and Vuma).

The Vuma guys came and installed it quickly and all seemed fine, until I realised the 50/40 line we were paying for only gave us a 18/9 line speed (in a central JHB location). I reported the speed issue several times, but nothing happened. Just got the same questions over and over again, and sometimes a reference number. I gave up trying to fix it for a while, as their WhatsApp helpline is not much more than "Did you plug in your router, send me a picture of the ONT, go to Ookla and check your speed, yes there is a problem, please unplug and wait 1 minute, I'm rebooting your line, please plug it all in again, and give it 5 minutes, still the same?, must be Vuma then, will report the error, will be fixed in 24/48 hours... Needless to say, nothing happens. They are friendly and useless.

Now... they recently updated the IP addresses of the line, and now the line is dead. The ONT from Vuma is blinking the green light (which means line error) and the Webafrica guys continue to just say somebody will help in next 24/48 hours from Vuma. Nothing happens. Only the invoices come.

Tried to call them, as WhatsApp is "Super Duper"-useless. Can't easily find a phone number to ask them to assist. So called sales. Got a guy on the line in 30 seconds!!! Wow. They want the business clearly.... The guy assisted me (maybe), but then just threw me in a support line queue which had a "Super Duper long line" according to some annoying voice and encouraged me to use WhatsApp or hang up and ask for a call-back every 15 seconds. Nobody called back. Oh, and the sales line where somebody "helped" me? Well, that one was now immediately sending me to the long support queue. They have a system that I guess lists your number as "not a customer interested in sales", and then just redirects your cry for help.

WebAfrica, show some understanding and compassion for your existing customer and assist them properly. Support seems to be a tiny team, whilst WebAfrica clearly has enough people on sales.

WebAfrica has TOTALLY lost their customer focus. They are just bringing people in via Sales and then forget about them.

If all is working, then I guess there is no problem as their role is minimal, but they are incapable of resolving anything more complicated then a "simple reboot and give it five minutes"-type problem.

Avoid.