Web Africa Networks
reviews and complaints

I signed up for 500mb/s fibre internet and paid my deposit for a new apartment I was moving into. The previous tenant left hardware for fibre in the unit and after sending photos of the equipment's serial number to a WebAfrica representative, I was told it belongs to Frogfoot. However, Sales have told me that neither Frogfoot nor OpenServe services my area. I have spoken to over 10 different WebAfrica representatives, and I continually am passed back and forth between Sales and Provisioning without any assistance. I have had sales reps schedule appointments with me to call, only for them to never call and the appointments expire. When I asked to be transferred to a manager, I was simply transferred to another Sales agent.

Extremely disrespectful and thoroughly useless.

On the 19th of April we reported internet being down and i was assisted by Jocelyn on their WhatsApp group service who advised that a consultant will call to run test. consultant never called.

I spoke to Tshepiso M, who confirmed that there is an outage in our area and that we need to wait for Vumatel to resolve the issue, confirmed that techinicians were reported on site Wednesday 19th April 2023 17:15:30

On 05th May we followed up to find out if it was fixed as we still had no internet. I spoke to Amanda who confirmed otage is still ongoing and vumatel technicians are still working on it and they have not provided the estimated resolution time.

I asked about payment for May as it was supposed to be paid on the 1st of May but unable to as we will not have access to internet after paying and i was advised there is downtime credit for the days i had no internet due to reported fault and further advised by Cuma M that will only be processed once i have paid once the fault is fixed

fault was reported to Vumatel on the 29 May for technicians to come by my house to fix as the LOS has been triggered. Technicians came same day to fix and we made payment for the status of our account to be active as advised in order to log a down time credit.

Therefore credit for May 2023 for payment made on the 29 May was supposed to be processed for down time credit from 1st of May-29 May 2023 and than credit to cover for June month

02 June 2023 i spoke to Asalinto who requested for credit for the down time credit and now i am being transferred from pillar to post with no feedback. My account is now suspended and they want me to pay for June where else May credit is supposed to cover for June.

i am not happy at all with the service

I started a new contract with web Africa told them I can't afford downtime they then sent me a router that I already paid for that is faulty when I contacted them about this I was told to wait 24 to 48 hours for approval then after another 72 hours for delivery when I ask to speak to a manager about this pathetic service no response I mean I'm pissed because my wife is working from home but now their is no internet access. This service that I received from Web Africa is pathetic and their is no way to report this issue to higher person

I recently found myself in the middle of a relocation process, a rather stressful event under the best of circumstances. In an effort to minimize disruptions to my internet service during this time, I engaged in a detailed conversation with Webafrica's customer service team, clearly instructing them to maintain my current internet connection until the 15th of this month.

Despite my deliberate attempts at communication, including reconfirming these instructions just this past Monday, I was taken aback when my internet connection was prematurely disconnected on the first. The resultant frustration and inconvenience has been substantial.

I have spent the last two days endeavouring to restore my connection, with limited success. Unfortunately, Webafrica's WhatsApp support system has proven inadequate, leading to an endless cycle of transfers and unresolved issues. Furthermore, my enforced relocation to a ****orking space has been not just inconvenient, but also an unforeseen expense.

My frustration with Webafrica is rooted in the fact that I feel unheard and unvalued as a customer. The repeated challenges in getting simple issues resolved have led to a deepening dissatisfaction with my experiences. It's disheartening that paying customers seem to be treated as an afterthought, rather than the priority they should be.

I hope my words resonate not as mere complaints, but as a strong appeal for the betterment of your customer service. No customer should have to go to the lengths I've found myself going to, simply to secure a basic service.

My dissatisfaction has led me to consider sharing my experiences across social media platforms, hoping to create awareness about these issues, potentially saving others from a similar experience. While this might not cause an immediate uproar, even if ten people resonate with my story and avoid a similar scenario, I believe my efforts would not have been in vain.

The essence of my message is not rooted in hate but a profound sense of frustration. I firmly believe that companies should strive to maintain a certain standard of service, especially in a country where there is so much potential for excellence. The absence of reliable and efficient customer service is not only detrimental to Webafrica's reputation but also leaves a sour taste in the mouths of hardworking customers like myself.

In conclusion, I urge Webafrica to treat this as a call to action to improve their customer service experience, keeping in mind that quality service delivery is the bedrock of any successful business. It's not merely about retaining customers, but fostering a relationship built on mutual respect and reliability.

I am without internet since 23 may 2023 until today. To say I have contacted them endlessly on the Whatsup line will be an understatement as I need the internet to do my work. To promising to scale my problem to telling me they will call in an hour to telling me give me 20 min I will call you back... All promises broken. These guys do not know what customer service is. So after more 10 years with them I had enough.. Good bye my old friend.. I will not miss you as you did not care for me, the customer.

So after chatting to friends at a braai, we found that we as LOYAL customers for 4 years, are being worked through the ears. We pay R 1500 on a package that new clients get for R 1099. Phoning the sales line, helps NOTHING. Calling the billing line 6 times with the line being dropped everytime helps absolutely nothing.

We have a 100/200 line and NEVER get more that 50MG download.

I am disgusted with WebAfrica and will be taking this further.

I so wish I can explain my dissatisfaction over the phone. This is a disgrace.

I ordered a 25mbs upload/download on the 25th of February 2023. Octotel accepted the order on the 27th of February 2023.

I've been chasing the installation for 2 weeks. I tried chasing once again today.

I still don't have dates confirming when installation will occur.

Today is day 14. I'm been asking when I will get the R999 as per their 14 day guarantee. "No one knows" about the guarantee.

Don't even bother wasting your time and signing up with them

Please read the transcript here showcasing todays conversation. I have all screenshots and transcripts for all conversations. This relationship got bad at the get go. I'm already regretting my choice

I'm Mushly

[10/04, 13:17] Webafrica Whatsapp: *Abulele W.*: Thank you for your details, kindly hold for me please while I load your account to check with your inquiry.

[10/04, 13:19] Webafrica Whatsapp: *Abulele W.*: It's because the right departemnt that can assist with yoru issue it's provisioning rather than billing

[10/04, 13:20] Mushly: Alright. Do you know what the answer is to the question?

[10/04, 13:21] Webafrica Whatsapp: *Abulele W.*: I'm still attending to your query, will furnish you with a feedback shortly

[10/04, 13:21] Mushly: Alright.

[10/04, 13:26] Mushly: Please don't disconnect the chat. I'm still here.

[10/04, 13:27] Mushly: My query is very simple. When can I expect the R999 for missing your 14 day SLA.

[10/04, 13:32] Webafrica Whatsapp: *Abulele W.*: Thank you very much for holding, I apologise sincerely for the delay. Kindly be advised that I escalated your issue with the brand owner , since installation time frame of 14 working days seem to elapse , to assist with installation at your place, also we will push that your installation can take place within this week since installation has elapsed already. I am extremely sorry for the inconvenience and thank you for your understanding.

[10/04, 13:33] Mushly: So when can I expect the R999 in my account? 48 hours? 7 days?

[10/04, 13:36] Mushly: We both know the 14 days have lapsed. I'm not inquiring about that.

I'm simply asking when I can expect the R999. How long will it take?

[10/04, 13:42] Mushly: Not sure how else I should ask this question.

I'm still here, please do not disconnect.

Can I please get a response to my question?

[10/04, 13:43] Webafrica Whatsapp: *Abulele W.*: Can you advise regarding the R999, what was it for Sir?for which order or service?

[10/04, 13:45] Mushly: Wow. This is really starting to concern me further.

Earlier you said you are the right person to speak to as I will be able to resolve my query. Now you don't know anything about my question? Sibusiso didn't know about it too.

What is going on?

[10/04, 13:47] Mushly: What is your complaints process? Who do I speak to?

[10/04, 13:52] Webafrica Whatsapp: *Abulele W.*: Thank you very much for holding, I apologise sincerely for the delay. Alright noted thank you I see it now, kindly be be advised that as I've escalated your installation request with the brand owner, i'll also add a note on the installation inquiry about the amount shown on the website

[10/04, 13:53] Mushly: So you really don't know what I'm talking about?

Who is the brand owner?

[10/04, 13:56] Mushly: Who will give me feedback regarding my question about the R999?

Can I expect this from Webafrica or Octotel. Once again this is a simple question. If you dont know then ask someone please before trying to run away from the question.

[10/04, 14:00] Mushly: ?

[10/04, 14:01] Mushly: What is your complaints process? Who do I speak to?

[10/04, 14:10] Webafrica Whatsapp: *Abulele W.*: Thank you very much for holding, I apologise sincerely for the delay. Your issue has been escalated with the brand onwer now and to get a feedback from a brand owner it is within 24 to 48 hours. I am extremely sorry for the inconvenience and thank you for your understanding.

[10/04, 14:12] Mushly: Abu I'm losing my patience. Who is the brand owner? How do I reach them?

Who is the brand owner? You took 20 minutes to me this?

[10/04, 14:13] Mushly: Where is the complaint reference number?

My internet has been off for 4 days. Where other service providers were able to resolve the issue in 2 hours. Be that as it may, I attempted to cancel my service an everyone in webafrica refuse to. I eventually requested to speak to the CEO, and so. Low level plep employee(Ntombikayise) pretended to be the CEO and told me I can p*ss off. Each and every call centre agent refuses to put you through to a manager. Even if you send the Managers an e-mail, the refuse to reply. If you are dumb enough to use them, remember it is for life. No matter how bad their service, you cannot cancel. They just mislead you and refuse to give you service. I attempted to cancel and notwithstanding the fact they took my debit order, they refuse to cancel, because their system has not allocated the payment yet. YOU SIMPLY CANNOT CANCEL THE NON-SERVICE and then every employee lies to you and to you they are the CEO.

Oh dear …

Cancelled 1 April 2023 and am prepared to do this on the basis of 1 calendar month notice .

Everyone I speak to at WebAfrica shirks their responsibility saying that the cancellation has been issued subject to 1 month cancellation ? Hmmm…. If I cancel on 1st of the month , surely this means that 1 calendar month notice is at the end of that month . Apparently not in the eyes of Webafrica .

Basically they buy time by messing you around so that you are liable for another month because they try to retain you and make sure your complaint is no longer current. Please stay away , stay far away if you value your sanity .

I applied to WebAfrica on 19/02/23 and to date I have had no internet service whatsoever but my account has very efficiently been debited. I had to find the problem myself as no technician was sent to my premises. I was informed that Vumatel fibre was in fact available at the premises of 16 Victory Road, Greenside, which i had to get released from the previous house owners which i duly did, but i still had no service. I then found that the Vumatel boxes on the pavement were not functional and send photographs to WebAfrica on 13/03/23 and was told by Ronald Mamogobo that he was reporting this to Vumatel and that they would contact me, which I am still waiting for to date. I demand a full refund and will go to another more efficient service provider. You get a zero rating from me!

My company have been a loyal client with WebAfrica for the past 23 years.

Recently my monthly bill for a 50/50 Fibre line went up to R929pm. Vox charges R649pm and Afrihost R727.

I contacted WebAfrica's WhatsApp support line (as its the only way to contact anyone there for support) to ask if they could at least charge me what their competitors are charging.

Their answer was I could either cancel my service or downgrade, which none of these I want to do. I find it very unhelpful of their consultant to be so blunt to client who has been with Web Africa for more than two decades and not looking the least interested in retaining a long standing client.

I am attaching screenshots of my bill as well as the WhatsApp discussions and the charges of the other service providers.

Given the 30 days cancellation order then when debit order did not go trough on the payment date when my contract was suppose to be cancelled my account got suspended with legal actions. Phoned or rather watsap customer services with them telling me to pay balance and cancel contract again……this has now been going on since Nov 2022. Today confirmation was given on rooter collection. But then after confirming address a few hours later again “a contract suspension due to no payment”

I am very unhappy and very disappointed.

I have been querying this since last week and nobody got back to me .NOW MY SERVICE IS SUSPENDED.

I moved homes and for one the lady in cancellations (KELLY) said my bill be R639 but now on the billing it shows R899.

She said my first month will be free and I will only be paying my first installment next month.(WhatsApp’s attached)

I spoke to (Karabo D) that said they will escalate it but never got back to me and now the line is suspended.

I spoke to someone very rude person(Sabelo M)this morning that says my out standing is the bill attached below because that was the promo price and and and and …… and there is nothing he can do sorry.

I was not told all that nonsense the first time around ,please correct my billing and unsuspend my account and I want the charges reversed or please give me the ombudsman’s number as requesting the chats

Customer Service is total non-existent. Whatapp takes hours before it is answered. There is no customer care-line, only a sales line. In desperation, I called the sales line - when I beagn explaining my issue, the agent cut the call. By the way, it was by luck that I got through, I had tried several times. The Live Chat, is just there to say that "we have a live chat available". It does not work. I got a response from FB messagener, and then it came to an end. I even tried, Twitter.

This is not going to work webafrica debited my account yet knowing that there was no Fiber Line Installed on the Premises.

I have asked to have a look at this if this was not done I asked to cancel the service but this was not done. if this is not sorted by today i'll get my attorneys to follow up with this

I'm asking nicely now. I need feedback regarding the service and installation of the Fiber Line if this is not done.

Im asking for a cancelation of the service and the fiber line as webafrica is very very Poor with service delivery and feedback and they don't respond in time to Queries

I have send emails and not one Response the whatsApp Line is even as bad as the email services.

IM FLIPPING FUMING! I signed up with web africa. I informed them that my service provider was terminating at the end of Feb and that I needed my new service from the 1st of March. AT NO POINT was I told that it would take 5 to 10 days to get me online.

I stream my TV and do all my work online. I just spoke to a consultant. It took me over 4 hours to get one to contact me.

If I knew I was going to get such [censored] service I would have stayed with mweb.

I asked the consultant for my login codes, and I explained that I would use my old modem to log in. She said my order wasn't processed because I hadn't paid. Well, you debited my account since when did that not mean immediate clearance. Unless the debit order bounces, the money should be in the account immediately or one day later.

The consultant claims it will take up to 5 days for the payment to clear. That's absolute nonsense. I have processed debit order runs before. They are pretty much clear our get rejected by the next day

I'm sitting at home in quarrentine with a virus and NO INTERNET. At no point was I informed by your sales consultant.

My last contract with what's app was to ask for my login codes.

I cannot believe that it is still going to take 5 to 10 days to get registered. I am so thoroughly annoyed. If mweb didn't have a re activation penalty, I would have just gone back to them.

I've really started this relationship with web africa with an incredibly sour taste in my mouth.

I only chose you because you had a high Google rating and trust index rating. You are NOT living up to it.

I even tried to email you today on [protected]@webafrica.co.za and my emails bounced.

Your consultants on what's app do not keep an ongoing monologue with the clients, they ask you a question, which I kept answering, not even a thanks or I will be with you soon, you don't even know if they're still online. I don't know how many times I asked are you still there. They need to use the same etiquette as you would otherwise the clients left high and dry, not knowing if the consultant is even still there. The pauses are often more than 8 min. Dead airspace. How much does it cost to say I'm with you, or please hold.

I'm really highly 😞 disappointed. If I wanted such bad service I would have stayed with mweb or joined telkom.

I have had the worst ever experience with WEBAFRICA. They cancelled my service after I paid my account for March. I contact them on whatsapp and was advised to w ait for my debit order to go off on the 1st of March as I was suspended due to non payment. I asked the agent 2 days ago if I can rather pay for Feb and March now and be reconnected. She advised me to wait til the 1st. I went ahead anyway and made the payment for both months. Only to wake up and have had my service cancelled and must pay another R575 to be reconnected. When I try contacting the whatsapp line - no response. Have emailed complaints line and support line - no response. NOBODY WILL TALK TO ME. Why tell me to wait til the 1st if they were going to cancel my line anyway? ANYBODY GOT A CONTACT THAT I CAN DEAL WITH?

Hi there

I'm currently very dissapointed in web africa

Usually I don't have problems.. But last week technicians were busy with the lines.. And after they left.. Our house was the only one without Fibre... I tried contacting them on the whatsapp chat but turned out useless as there wasn't any agents available up until Saturday late afternoon..

I received an sms stating they will visit my premises at 8.15am 26 Feb and waited like a fool for nothing

My Fibre has been off since Friday up until today.. At this point I'm very frustrated as no one is pitching up to solve this problem

WebAfrica has to be the WORST service provider in terms of communication with clients I have been trying to cancel my service with them from 09h13 yesterday (23/02/2023) morning and till now it has not been done. All that happens is me being sent round and round a merry-go-round of agents via WhatsApp. Yes all communication is done via WhatsApp no line to call to log a fault or e-mail addy to cancel services. Its frustrating they hide behind social media platforms instead of providing customer support directly. At 12h45 yesterday when an agent finally decided to actually follow my request for cancellation he informs me of a clawback fee that I am expected to pay. I informed him that clawback fees apply only if Webafrica has done the Installation which is clearly not the case he said his provisioning department will have to check with openserve and get back to me and its now 14h36 (23/02/2023) the next day and he is still getting back to me. Really does cancelling of service have to be such a tedious and frustrating experience?

Horrendous service. Avoid. Was erroneously charged r2880 for a clawback for moving house (despite being assured this would not be the case)... No new installation required just moving the router. Then was subjected to 5 hours of whatsapp "service" whereby webafrica continuously dropped the chat so I had to restart each time. They then put me on hold for over an hour (this after 4 hours of back and forth)... Then they dropped the chat due to inactivity! You couldn't make this up. No one answers the phone, no one answers emails. You are dumped into a pit. They also butchered my move so that I was without internet for a week despite lining this up months in advance. In a nutshell, if you throwing money away with no recourse and hours of wasted time trying in vain to get it back then they are for you. If you don't want to get tortured by this type of service then there are others that are way better. They overcharge you and leave you and then make it impossible/difficult to get your refund.