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AC
Alwyn C

1 reviews | Active since Oct 2018

06 Oct 2018, 13:50

Webafrica- No internet and no customer service over weekends

My internet connection went down on the evening of 3 Oct 2018. I have received a Sms from Vumatel informing me of a fibre break in our area by the following morning. By Friday I suspected that something is wrong. Still no connection. I tried to phone Webafrica and after more than 20 minutes on the line there was no answer. On Saturday (4 days later) I phoned again. I spoke to Ricardo at 13:05. No reason was given but he said that they have suspended my service. I have paid in full for services up to December. He can’t help me and told me that he has no supervisor available to help me. I must phone back on Monday. He said thatI must make alternative arrangements. I have two students that have deadlines and they need urgent internet access. I have to buy airtime although I have already paid for internet access from Webafrica. Ricardo refused to give me his surname. I feel that it is very unfair. They sit with my money and have no urgency to help me as a loyal customer. I want my money to be reimbursed and move over to another service provider that can support their customers over weekends.

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Replies (4)
Webafrica
Webafrica's reply08 Oct 2018, 08:01
Official

Hello ,

Sorry to hear you’ve had a bad experience. We will do our best to sort it out.

So that we can contact you, please email *** or *** with your Customer Code/Order Number and we will jump onto it.

Once you have sent the email you will receive a 'ticket number’. Please hold onto that ticket number as a reference to your enquiry.

Kind regards,

Webafrica

AC
Alwyn C's update08 Oct 2018, 14:39
Reviewer Update
I have received a ticket after sending Webafrica my account information. The ticket was received at 8:49 this morning but my query has not been resolved. The ticket says that the query will be resolved within 48 hours. so in total i will be without an internet connection for 6 days. By now I am used to no response or in this case a very slow delayed response. My advise to people, stay away from Webafrica they are the worst. Their employees are arrogant and really unhelpful! One would expect that a query on Hellopeter would inspire Webafrica to prioritize and finalize a query in the fastest way possible. Stay away if you don't want to go through the disappointment!
AC
Alwyn C's update08 Oct 2018, 19:49
Reviewer Update
At 17:10 I have received a call from Webafrica asking me to check if my internet connection is working. I was still at work and could not give an answer. I was then promised that someone will phone me at 19:00 to confirm. I arrived at home and it was still not working. If you deal with Webafrica you can forget to get any kind of service after hours! I tried to phone them and had to listen to their lame jokes for 65 minutes. I then gave up and decided that they wont answer. I am going for day six without an internet connection. I have mentioned that I have two students at home depending heavily on this service. I am spending a fortune on cell phone data and Webafrica wont reimburse me for these costs. Do yourselves a favour and stay away from Webafrica!
AC
Alwyn C's update08 Oct 2018, 19:54
Reviewer Update
Although Webafrica responded to my initial complaint, they have done absolutely nothing to resolve it. Day 6 without an internet connection! Is this the service that you expect from your service provider?