Webafrica/Vuma Fibre activation issue

On the 10th of February 2026 we signed up for the R249 Fibre service with Webafrica and paid sign up fee and everything, we then waited 3 days for the installation team who came and replaced the batteries on our old installation from 2020. They then promised that it will work with the old installation and all we need to do is to wait 10hrs for activation, we waited for 2 days and later decided to contact Webafrica to inform them that the Fibre still isn't activated. per their online instructions we first tried their W. App route. On the 15th of February we got connected to an agent by the name of Precilla Mokgaotsi whom we explained everything to, she then requested the account holder information which I provided and then she closed the chart and disappeared. We then tried to get another agent but it was unfortunately too late to get one, so we understood that it was past their working hours(but I do feel like Pricilla Mokgaotsi could've told me and not just close the chart).

On Monday the 16th I again started another chart and was connected to Muhammad Meyer and we went through explaining the story again and he refused to help us because the number we were using wasn't added on her Webafrica profile, we then tried to explain that the contact number that was given to them doesn't have W. App but he had already exited the chart. We went and added the number: *** on the profile so we can get assistance.

We even tried to call the Webafrica line but we were told that we need to follow the W. App route to get assistance with our problem.

We kept on trying to get assistance on W. App but with no avail of any agents.

On the 17th we tried multiple times to get an agent and ended up getting Mr Keegan E (was unable to get full names) but he was helpful and did everything in his power, assisted us to the best of his abilities. He explained that he needed an IP address and after he tried to update our system/service after all that effort did not work he then reached out to his manager for assistance (he unfortunately didn't give me the managers name), they checked and located the service and updated everything again but the Fibre still wasn't working or showing anything different on our side even though on their database it shoes active. Keegan then informed me that he now needs to transfer me to the on-boarding team and he will inform them of the issues we are experiencing and what they have done on their side (that was at 10:48 on the 17th).

Later in that day ( @ 17:36) we were contacted via the same W. App channel by an agent (Amanda R) who asked me to resend customer details and we did and then wanted us to retell the story of our issue (which now was ridiculous coz we have been typing then same thing too many time) but we informed her of what is wrong she then requested the same information we had already sent to Keegan, we forwarded her all of our conversations with Keegan and all the pictures and numbers she wanted so she can have everything but also that was easier than redoing everything over again. We did asked her to speak to her team about the matter coz it was reported by Keegan and had sent information about the matter to the team. After we forwarded her everything she just responded by saying '*Amanda R.*: When you are ready kindly send me the images I have requested above to assist you thoroughly.' then she closed the chart👀👀

The disrespect and disregard we have experienced dealing with this company is unbearable, had we known we wouldn't have signed a contract with such a company that has no regard or care for their clients. We are now being treated as if we are not paying for the service which we have paid for but the service still isnt available to us