Webafrica Keeps Escalating to Zoom Fibre, but My Upgrade Is Still Not Done

I am a Webafrica customer, and my fibre service is provided through the Zoom Fibre network.

Before the beginning of August, there were latency issues on my line following an outage. The service was restored, but the latency remained, and there was also very high jitter on the line.

I reported the issue to Webafrica and was asked to perform the normal troubleshooting, including rebooting my equipment. I did everything that was requested, but the issue remained. I also have screenshots showing the latency and jitter problems.

Out of frustration, I decided to upgrade my package because I thought that moving to a higher package might improve the experience.

On the 5th of August, I upgraded through Webafrica from a 50 Mbps package, which was around R700 per month, to a 100 Mbps package at R919 per month. I also paid the difference immediately because if I had not paid, Webafrica would have had no problem suspending my service.

Today is the 30th of August, and I am still on the 50 Mbps service.

Every time I contact Webafrica, I am told that the upgrade has been escalated to Zoom Fibre and that they are waiting for Zoom Fibre to complete the upgrade.

The problem is that I am not a direct Zoom Fibre customer. My service is with Webafrica, I pay Webafrica, and Webafrica is the company responsible for managing the service on my behalf.

As a customer, I should not have to constantly follow up on what is happening between Webafrica and Zoom Fibre. That is something Webafrica should manage and resolve with their fibre network provider.

It has now been almost the entire month of August since I requested the upgrade, and nothing has been completed.

September is approaching, and Webafrica will gladly debit my account R919 for a 100 Mbps package that I am still not receiving.

The original latency and jitter problems also remain unresolved.

At this point, being repeatedly told that the matter has been escalated to Zoom Fibre is no longer an acceptable answer. My contract and service are with Webafrica, and I expect Webafrica to take ownership of the issue and make sure it is resolved with Zoom Fibre.

I should not be paying for a 100 Mbps service while still receiving 50 Mbps, and I should not have to manage the relationship between Webafrica and their infrastructure provider myself.