Webafrica Treats Its Customers Like Fools & Does Not Provide Them With Support

Dear reader,

I hope that my below review will spare other potential internet subscribers from having a similar disappointing experience. Be very careful when selecting Webafrica as your next internet service provider (ISP).

The initial subscription process was great (almost too goo to be true) and Webafrica kept me up to date every step of the way up to the commissioning of the system. This was however where my nightmare started.

As my fiber line's download speed only reached 66% of that for which I had been contracted, I contacted Webafrica within 2-3 hours of the line having been activated for the first time to report the issue, which I would think should be something which could be easily resolved.

The first let- down which I experienced was the use of their chat function on their website. Its is the ONLY way to reach out to them. So after initially having had to communicate with their chatbod, Willie, I was informed that an agent will be taking the call shortly and that I had to hang on a couple of minutes. Well, that took 3 hours to happen!

After requesting some information from me, the agent stated that a port reset needs to be done and then requested me to switch off the ONT device and the router and to keep them off until he will request me to power them up again. We went through the process and a couple of minutes later I was requested to power up the ONT device first, followed by the router a minute later. After having followed all of the the steps, I then found that I no longer had any internet access, let alone the slow download speed which my original complaint was about.

I immediately notified the agent and he then stated that the case needs to be escalated and that it would take up to 48 hours to resolve. WHAT THE HEC, my line was only up an running for about 2-3 hours before he did the reset and I now have to wait up to 48 hours before it can be reconnected! To add further insult to injury, this happens 1.5 days before the start of the Easter long weekend, so at this stage I cannot see anyone sorting this issue out until after the Easter weekend has ended.

Webafrica is conveniently shielding them from their customers by placing a chatbot in-between themselves and the customer. There are no number to be called, e-mail addresses to write to - nada. Is this a customer centric company keen to keep their customers happy and grow their business - I definitely don't see it that way. Even the CEO's contact details are not share on LinkedIn.

I would be blown back if I were to receive any reply on this review from Webafrica!

I will now have to go through an unpleasant process of cancelling my one-day-old contract after only having had 2-3 hours of use of it.

Spare yourself the frustration and avoid Webafrica at all cost if your are in the market for an internet service provider!