Web Africa Networks
reviews and complaints

My fibre has been down for more than 3 days. Webafrica is not taking the matter serious and hasn't been resolved. I work from home and this makes it challenging for me to do my work. I reached to their WhatsApp service to chat to their agents about cancelling my service, however, they were not helpful.

An agent kept saying they are trying to connect me to another agent, the whole day!

why doent wabafrica gave support when they offices is close,it isn't if that your network wouldn't be effected after they close they offices,we need after hours assistance,my metwork is down from 8pm,now i have to wait till next day to get back online🤯😡🤬😡

Was charged for installation by installer and was no help or so given by web africa to fix the problem was told nothing that they can do

Webafrica install fibre in Decembber 2021. The administration is so poor and the internet service is very slow amd sometimesnot available amd yet we have to pay I am losing business They have mandate to debit on 1st but do so at will. The customer service is so poor if nonexistent. This is prevalent regularly and has no benefit. Paid for 20/5 speed

I do not know what to do, how to contact Webafrica... I am a new customer waiting to get some sort of attention and I have paid my R2415 and getting gatvol because it takes hours to get the stupid "bot" to connect with the ridiculous whatsapp human system. What the hell!

I flippen need service... Will it help to use the please word?

My email address is : [protected]@gmail.com and yes I am a doctor in need of Wi-Fi and most of my instruments are on Wi-Fi and yes I flippen loose money now but you are the chosen ISP above the rest that I thought would be better than Vox but did I make a mistake.

No one seems to be competent enough to assist.

I cannot wait hours to get assistance. Your phone line is a nightmare with waiting more than an hour to get help and being in my profession and mostly on the road how can I get someone who can help?

I need service please.

My email address is : [protected]@gmail.com my contact number is [protected] or [protected] or [protected].

I moved houses on the 2nd of April and was informed that the service at my old residence would be canceled at the end of april; not being a problem. On the 1st of May the service at my current house was turned off. For 6 days I have been trying to get a technical team out to come and reconfigure my router. I have been pushed from pillar to post and nothing has been done. I have gone through at least 7 agents who all tell me to do the same thing but cannot listen when I say it does not work. They then start to blame metro Fibre saying it is an ONT box issue. I was promised phone calls after hours to help me solve the issue as I have had to go do work elsewhere. Guess what? Webafrica did not bother to call. They change the system to say that the problem has been resolved; I am paying for a service I cannot utilize!

When asking for my service to be canceled I get told to go online, you go online and it says you need to contact the whatsapp line.

I'm fed up and still have no resolution to the problem at hand. Would not recommend webafrica to anyone!

I applied for your service in January, I asked for my line to be released spoke to an agent on watsapp he assured he will get it done everytime I phone another provider they say that your have blocked me... I want to know why because no payments was made it was just a order put through and no payment was made so why am I being blocked... Please I request you at web africa release my line so I get what I am in need off

We ordered a router on the month of February 2022 it took way to long to get to us secondly were are constantly being billed for services which we don't use in the another location and we trying to cancel the services they are charging us a ridiculous amount as if we don't pay monthly 👎👎

We ordered a router on the month of February 2022 it took way to long to get to us secondly were are constantly being billed for services which we don't use in the another location and we trying to cancel the services they are charging us a ridiculous amount as if we don't pay monthly 👎👎

Worse service ever - i spoke to someone on the 4th April as i was no longer able to afford the current package i was on i lost my job due to the poor internet service i was receiving from webafrica as there was way too much latency on the line in order for me to do my remote job in turn i lost my job and asked them if i could downgrade my package and they said no i struggled to pay but i paid each month one or 2 days late but i paid unfortunately i was not able to pay for the month of march and my services were suspended which i understood i then spoke to someone on the 4th of april who advised me that they are able to downgrade the package for me and it would be R399 per month and i would be on the VUMA reach package i couldnt thank her enough the first person to even try to understand my situation she advised that it would take 30 days for the downgrade to take effect she then advised that i would however still need to pay the R599 that was due and my services would be reactivated and then on the 1st May i would be paying R399 i managed to scrape together the R599 and paid it on the 6th April like i told her andf my services were reinstated 2 days later my internet went off and i received an email saying my services were terminated and i am liable for the installation fee aswell as the router ? now i owe R1000000ss please advise what is going on why dont i have internet and why was my services cancelled without my knowledge

On the 15th of March a contractor came to my house and claimed that he was sent to do pressure test on the supply cable and ever since then the wi-fi is not working. Soshanguve block vv umsintsi street 7339/18

Hi it's Fhatu on the 15th of March one of the contractor came to my house and claimed to be sent to do pressure test on the gadget that supplies wi-fi(fiber)and ever since then my wi-fi is not working. Please send the maintenance guys to come check and fix.

7339/18 ext 4 Soshanguve block vv 0152 umsintsi street

We applied for service from your company December 2021. we were told to give notice to our old provider. this we did as 30days notice is required. Our old service was ended end of January 2022. We waited 2 week for our black box there was stories that it was installed at the wrong address. Then I went to the courier to fetch the modem from Dawn wing. we eventually got connected the service was up 30min and the debit order for the pro rata went off. WhatsApp service sucks. No one get back to us. U know what we can’t complain about your service as there is none. My fibre stopped working Saturday 12/03. I got on to the WhatsApp. Stephanie eventually helped me Sunday 13/03 24hrs later. today is 48hours after the call was logged and still no Fibre. all your mails come back saying try the WhatsApp its quick this is a blatant lei. can some one in the correct position please call me today 15/3/2021 [protected]. my e-mail is [protected]@utl.co.za

I have endless connection problems. I can never get through to the whatsapp line, and when I do, the staff is not very helpful. I need to cancel my fiber, because I have found a better service provider, but there is no way to cancel on the customer web portal. When I try and cancel the message that pops up is to contact customer care via the whatsapp line. When I do eventually get through to someone via the whatsapp line, they say they can't cancel via the whatsapp line and I have to cancel on the customer portal on the website. I don't know what to do anymore. Please assist urgently!

Even though this provider advertises having a "super-duper" support WhatsApp line, it takes 5 hours to get a response. They also advertise to have the WhatsApp support channel open till 9 PM. My internet has been off since Tuesday at 6 PM. I could not get through to anyone to report the issue on Tuesday. Wednesday, Webafrica created a ticket. They promise to look at the issue within 24-48 hours. Today is Friday, and there is still no plan of action to get my internet back online. Willie is probably at a gay bar enjoying life while I'm stuck with no internet!

I signed up with webafrica, and for some reason two profiles were created. Once the installation was done and activated my account was debited which was when we realized this.- week 1 of January

So I popped webafrica a message on WhatsApp and the person told me the contract was canceled and I would be refunded for the delivery fee of the second router.

After communicating with them on four different occasions and confirming that the contract was canceled on the 1st of March I was debited an amount of R999. When I queried this, it was for the router I did not receive.

Please note that there was no funds in that account as I was not expecting that debit order. So when I spoke to the agent she apologized for the "inconvenience" but I must cover the fee that FNB charged me of R115 as it does not reflect on their statement so they cannot reimburse me for it.

The point is in our current economy many people don't have R115 to waste due to negligence of a company and their stuff, and apologizing for it does not help either because I still need to cover the cost of it.

Yet if you pay them late there's a R50 penalty fee.

They really need to up their game

To whom it may concern,

I selected your company to have a wi-fi contract on 10/2/2022. We were in England at the time and we asked that this be connected/set up on 22/2/2022 as we were returning from the UK on the 21/2/2022. We gave instructions as to who could be contacted here in South Africa if needed with her contact details. Your company delivered the wi-fi box to our retirement home but our contact person which we gave you was not aware that it had been delivered until a few days later by the reception. You have debited our a/c for the cost of the router on the 11/2/2022 in the amount of R249.00. We waited the whole of last week for someone to contact us and eventually I sent you an email on 24/2/2022 asking for a set up date? A lady phoned me on Friday 25/2/2022 and asked if they could install the router and connect on Saturday 26/2/2022. Unfortunately we were not available but she then asked if Sunday 27/2/2022 was ok to which I replied yes. She told us that someone would come through between 8am -12 pm. I also sent you my wife’s and my phone numbers in case you needed to contact us for any reason. We told the security guards at our complex that we were expecting web africa to come and install the router. We waited the whole morning and no one came around or phoned us? We then got a phone call at 14.44 from [protected] to say that they tried to get into the complex but the security guards didn’t let them in? I find it unlikely but why didn’t they just contact me on the phone numbers which we gave to your company in our email. We have now been home for 1 week. We do not have wi-fi or TV despite your company knowing from the 10/2/2022 as to what our plans were . We were very specific about this. I regretfully now wish to cancel the contract immediately as we have decided to go with another company. Please make arrangements with me on [protected] to collect your wi-fi router and reimburse me the amount of R249.00 which was paid to your company as I said on 11/2/2022.

I contacted your company on Monday 28th Feb to be told it takes 48 hours to cancel and I will get a email confirmation. I then contact your company again today and then get told it takes up to 30 days for cancellation. I can't wait 30 days for cancellation, I have to get a new wifi and the new company won't install until I have proof of my cancellation with you. I am now loosing business and costing me using my data at home.

I need this resolved this week, its ridiculous and bad customer service.

Regards

Ian Usher

Cell: [protected]

[protected]@gmail.com

I spoke to one of you're sale agent and she told me she will contact me as soon as she get feedback back an it's a hole month already and I'm still waiting use people got bad servirce...an the people who is doing the application they are doing it wrong and they write the wrong address down...an I spend more the R200 airtime to call one of the sales agent an I told her that I lost my reference number and I ask the sale person to assist me and she said she will contact me as soon as possible but it's been a month ago an I'm still waiting on the sale agent to contact me an to give me my reference number

7/2/2022:

I have been contacted by Webafrica regarding declined credit card payment.

I have been trying to reach Webafrica for weeks regarding this matter!

Their "on the spot" whatsapp number is the joke of the day - I wonder if they tried the number themselves to see how useless and waste of time it is!

"Press 1 and we will call you back" also does not exist!

"We have noticed that you are in our call queue".

Total waste of time to try to get hold of them!

Having been a WebAfrica customer for 4 years, it came time to cancel my account. Cancellations cannot be done via phone (as no call center exists any longer), cannot be done via email and the only possible way to cancel your account is their Whatsapp bot. (Their Web Portal directs you to the Whatsapp bot when cancelation option is selected). Customers will have to continually wade through automatic menus in a struggle to contact an agent. Once an agent is reached, it is purely over whatsapp chat.

Agents over whatsapp are unreliable and will drop off thus requiring you to once again attempt to reach another agent through the whatsapp interface. Upon reaching a reliable agent, you will be faced with a series of questions in an attempt to retain you as a customer (e.g.: Would you rather move your service? Would the new tenant like to take on the service?)

In my experience, on the 7/12/2021, having finally waded through all the obstacles and received written confirmation of cancellation from the agent, I assumed my account is to be cancelled after one calendar month.

Unfortunately this is not the case for me, billing continued after said time period (1/02/2022) despite receiving written confirmation. Once again, having to run loops through all the obstacles I managed to speak to an agent over their whatsapp interface (02/02/2022). The agent will explain that their is no cancellation request. Providing the written proof of cancellation leads to the agent attempts to disregard despite it being legally binding. Any request to speak to a superior is ignored.

Currently waiting on escalation of matter to head office. All written proof is documented and will be passed onto National Consumer Commission.

Chat logs are documented but won't be posted due to privacy of the individuals concerned. Willing to share chat logs with WebAfrica once head office escalation has taken place.