Webafrica no working fibre again

Webafrica/Metrofibre

Last year I switched to Webafrica after being with Afrihost for a long time. Afrihost didn’t bother reporting my faulty line last year and left me without fibre for more than 2 weeks. I then moved to Webafrica and they got me up and running within 2 or 3 days with Fibre. I thought this Webafrica looked like a good ISP.

So, earlier this year I also wanted to move my VOIP service to Webafrica. Webafrica couldn’t manage to transfer the VOIP, because after I sent them all the details from Switchtell, they kept on sending the wrong account number. This was the official last answer from Switchtell, so I aborted the VOIP porting to Webafrica and cancelled the VOIP with Webafrica and Switchtell, all together! So, the fibre line seems to be working okay, with occasional buffering when we watch Disney, which was disappointing. We had a long outage during August, because apparently, the municipality damaged the fibre lines in our area. October hits and a very long story short: we had no fibre for more than 2 weeks (some days we had some internet for a couple of hours), because of the Webafrica support that didn’t send out a technician. Instead, they wanted proof that the internet was off in the form of photos of the router and the fibre box etc. During this time (to their defence) Webafrica was changing their support to looks like only WhatsApp. It was some connector issue and my fibre was re-directed and that means that you are without fibre again, for up to a maximum of 72 hours, as the fibre line needs to be activated again!!!! The whole process of fixing the fault and redirecting/reconnecting took more than 2 weeks (Now in November they want to send technicians all the time) Anyway, whatever Webafrica’s reasons, I sent through a cancellation to change directly to Metrofibre, as I had enough of all these stories. To my knowledge, Metrofibre is the only fibre provider and also a registered ISP. So, if you want fibre and your area has coverage with Metrofibre, rather go that route. You eliminate all these middleman problems. If I knew at the time that I could go directly to Metrofibre, I would have taken that route.

So, I informed Metrofibre that the cancellation with Webafrica is pending and I must do my 30 days’ time as a penalty month and according to the Webafrica website, my cancellation will only be on 30 November or 01 December. Metrofibre sales asked me when I like to change directly to them and I said, it needs to be 1 November as 1 December won’t work for me (Another maximum of 72 hours without fibre, while the line gets reactivated because of the move between Webafrica and Metrofibre.) Due to work and multiple other commitments, I just cannot be without fibre at the end of November again. The Metrofibre sales assured me everything was in place for installation on 1 November and a new dedicated Metrofibre router was delivered by Metrofibre on 1 November. So, what I thought was the end to my fibre problems, was just the beginning. We are now once again without fibre since 1 November, because Webafrica has been holding the line hostage after agreeing that they will release the line on 1 November (this is according to Metrofibre). Now, Webafrica keeps on sending technicians that not fix the line, because the line is somewhere in the middle between Webafrica and Metrofibre as I see it) or for whatever reason, that I obviously don’t know about. Today Webafrica sent me a report showing the line is active on the Metrofibre network. I don’t know who to believe anymore. Metrofibre says it is Webafrica and the other way around.

The bottom line is that I have paid Webafrica for the month of November and I haven’t had any “working fibre” since 1 November and I also can not be without fibre during another re-registration or re-routing or whatever, they want to call the fibre outage (fibre shedding!). I suggested to Webafrica to keep the money for the month and just release the line early and everyone will be happy. But, instead, the blame game just continues – it is truly very unprofessional of both Webafrica and Metrofibre. So, here is my prediction: Webafrica will keep on sending technicians to my house during November and I will still be without fibre for the whole of November and maybe if I am lucky, somewhere during the first week of December I might have working fibre with Metrofibre after another activation of the line. I tried to give both sides of the story, but no matter who is wrong or right between Webafrica and Metrofibre – the “service” light on the router is not green and I have paid for fibre for the full month of November. Then also Webafrica wants their router to be returned to them (that I knew from the beginning), but they don’t advise me how and where to return it. So, no device in my house can access the actual internet – the line might be active or not up to the router, but the actual internet can not flow from the router to any electronic device in my house (being a little sarcastic now). The service light is not on – hopefully, both Webafrica and Metrofibre can understand that

Account GRM19 (Web) Account (IZA121)