Web Africa Networks
Reviews and Complaints

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.

as requested I returned router but still charged for it. I have proof that I sent router to Cape Town office as adress given from you, you still charged my credit card R 999 and I want it back or I have to send this to my lawyer to lay charge against your company for fraud, so please make that very easy now and contact me via my email address and confirm refund

Frank Brauer

[protected]@yahoo.de

+[protected]

I took a month contract with these people and the internet only worked for 2days yet billed for the whole month. Its impossible to get hold of these people, you constantly have to watsap which is so useless.

I then decided to cancel the next month and I was told to first pay the December bill which I did but they still didnt cancel. They then told me to drop the router in centurion before cancel, I did that and guess what still no cancellation. Then they said I need to pay 1000 before cancellation. Then someone called to give 2months free service but I disagreed.

This morning I woke up to an invoice from them of 2700 for cancellation.

I dont have internet in my home because of these idiots. Im super annoyed and I hope no one else makes the same mistake as me to use web africa.

You realise what the intentions of a service provider are when you try and cancel you service.

You need to use the chat bot, but there is no clear route to cancel. So you end up waiting to chat to an agent on the chat app, I waited for 40 minutes. The next thing I tried is to send them an email to [protected]@webafrica.com. It bounced back. I then called them and they said they cant help me!

DO NOT USE WEBAFRICA, unless you want it for the rest of your life and do not plan to cancel.

Hi

I paid and my account is suspended and requested cancellation on the 14th September and to date nothing has been done.

When I contact them I get told everything will be sorted and nothing gets done.

I have ran out of patience. I have been debited for service I am not using and paid and go blocked

Assistance will be appreciated. [protected]

I have been trying for 4 days now to cancel my contract with Webafrica. they only have a whattsapp line which is never available. I sent my cancellation message on their whatts app line on the 1st January, 2023 to end 31st january 2023. For three days noone could help me with messages coming through that they will phone me. No - one has phoned - day 4. Today I managed to get someone on the line and they tell me my contrac will only be cancelled on the 1st February which means they get an extra months fees. They should be legallyi held responsible for honouring the fact that I conveyed in writing through their mode of communication my intention to leave the company. Now after 4 days I am told that the cancellation is from the 1st February. I will not accept this. I have kept all the messages I have had over the past 4 days. I am sick and tired on waiting for a response from this whattsapp line. Nothing but useless. I will take this company to court if I have too. Now I am told that I have to return the router but my contract is over 12 months old I will never recommend this useless company to anyone. You just cannot speak to anyone. I will take this matter to court if I have too/

Good day

AQO98

I am a returning customer despite previous challenges encountered, but am quickly regretting my decision.

I am getting mixed and misleading messages and information.

A full months subscription was debited from me even though my installation has not been completed - VUMATEL had called at 4pm today and confirmed installation with me on 5/1/2023 @ 8am - AND I signed up for the 1st month special of R19 thereafter it being R639!

Disgraceful! Thievery at play!

I had initiated an online chat at 9am on 3/1/2023 and as at 9pm of the same day have not had any meaningful interaction or resolution of my queries.

I am very dissatisfied and disappointed!

I am trying to cancel my service with Web Africa
I cannot get any agent on their WhatsApp service to help me with my cancellation.
On 20th December 2022 at 11:17 I made contact with the WhatsApp Bott
@ 11:30 Nelisiwe transferred me to another agent as she could not help me
@13:15 LisaM Answered told me that I should apply in January 2023
I asked for some clarity on the matter and the link was dropped.
@14:21 I asked to be reconnected
@ 14:47 Keketso M answered I, I was again transferred
@15:12 LisaM answered the link was dropped again
I tried again on 3rd January 2023 @ 15:31
@15:33 Noe answered and I was transferred @ 17:45 I received the final of many Bott messages stating that all agents are busy and an agent would contact me.
I SPENT OVER 2 HOURS WAITING TO GET HOLD OF AN AGENT.
Can someone please ask WebAfrica to simplify their cancellation process. Surely a simple email requesting service cancellation is the logical way it should be done.
I know of no other company that operates solely on WhatsApp.

Good Day

I am unable to contact WebAfrica's office to cancel my service, please can you assist me.

I do not use WhatApp.

I have sold my home & will be moving out the end of February.

I would like to cancel my service with WebAfrica as of 28th February 2023.

Furthermore how do I return the router to their offices as I live in East London. (No router box was supplied with the installation

JohnE

Im so disappointed with this service provider, no response with my query, their online live platform is dead weight and the whatsapp chat platform is just as useless. 2days in a row, im waiting for an agent to be available to give me the answers i require. 45minutes waiging to no avail, just a waste of my phone battery and data and time. I would not recommend anybody to use them. And I will get my review of the terrible experience and service out there. What are all the agents so busy with 45minutes 2days in a row. Frustrated and irritated to the core.

I am very disappointed with how you have been treating me. After a full month of installation and back and forth messages with promises to help but nothing has been done.

Even my complex manager at Panorama hill skippers road HOUTBAY tried to contact you to no avail.

I was so surprised that you have sent me an account for a Wi-Fi thar has never work. You have sent me confirmation that I am using a Wi-Fi which has never been connected. I understand that this is your way of making me not get what you promised. The one month R19 will be forfeited before I could connect.

What kind of scam are you running using us go4 false promises. I'm disgusted beyond belief

Since the 4 Dec 2022, I am trying to get my slow fibre line repaired. My current line is 10/10, where it should be 50/10. Between Webafrica and Mitsol I have been given the run around of testing and endless whatsapp chats with agents. Every day I get an email stating the fault has been escalated and a technician will be in contact through the day. Nothing ever happens. I really think I need to move to another provider because you are not interested to fix the problem.

Hi I have really had enough with this [censored]ty service the last 3 months. We never have consistent or reliable internet ever anymore. It cost me 3 times more to keep loading mobile data for the whole family. Im going to reverse my last three months of debit orders to recoup some of the losses due to Webafrica not providing the service I signed in for an D paid for and I'm not paying Webafrica for the service I never received and I will go to social media and hello Peter because you don't ever really fix the problem. I even had the technical guy out to check everything out. We used the service without problems for a long time before you dropped the ball and we still have not had consistent internet for one day in three months. So the fault is on your side and I'm gatvol. I'm going to reverse the payments including the technical guys fee you debited from my account for nothing this guy did here as all was in order our side. Your online chat has become slow and unsuccessful. I cannot help but feel that Webafrica is failing and not going to make in South Africa at this rate. Facts are that it's becoming a legal issue that's costing clients money when you offer a service and take our money for the service we don't receive anymore.

I was charged a delivery fee for a router delivery, which was an error. Then got debited for December for R1818 instead of R1179. NO. I didn't take up a new service with Web Africa and I didn't move house. As an existing customer Web Africa agreed to charge my current service (50up and 50down) at R639 instead of R1179. My change in rate should have been effective from 1 January 2023. Nothing of my existing service from Web Africa changed except to price. I have been over debited by R888 and want my refund. Due to Web Africa's error, I am out of pocket with funds that were supposed to cover other debit orders. This all happened during the past 5 days. THEN, to make matters worse, you have just cut off my connection! I work from home so what am I supposed to do now? I have a daughter completing her third year exams for medicine at WITS University. How is she supposed to study now?

I have had the worst experience with web africa what a stupid bunch of clowns. They have lied to me and made multiple mess-ups in the process of me trying to get fibre...

I recently went online to buy 30/30 uncapped fibre for my house in Mossel Bay, Everything was going smooth I made the purchase after webafrica said they (can) install fibre in my house... a day or two later I get a message saying there is no fibre in my area (even though they said there is) I asked to cancel everything and give my money back because I need to buy data in order to do my work because I work from home and everyday that goes by I lose money. They still haven't given my money back after I canceled... They said it takes a day or two which is understandable but still annoying because I have gone without wifi for some time already now I must wait longer... MORE MONEY LOST all because they lied... But wait it gets worse, today I received a parcel from webafrica only to find that they sent me a router even after I canceled. I immediately got angry because I knew exactly what this meant, they are delaying my money even more until they come fetch their stuffing router that wasn't ment to be delivered to me

I took out a contract with WebAfrica last year in December. I cancelled the service in Feb/March 2022 because my company gave me a route and data contract therefore I no longer required the service. I cancelled online and they still deducted the monthly from my bank account. I made contact to ask why they are still deducting, and they responded that they never got my cancelation which i did online. the app showed that I cancelled. I returned the router as per their request, but they still deducted, and I reversed the debit on my account. They handed me over to legal of which a legal person was very arrogant after I said I am not paying as I did not use the service.

They have now handed me over and this will impact my credit rating. This is bad service, and I will definitely not use them again. I want them to fix this. They clearly not customer friendly and not trying to resolve this issue. my concern is I am just one client how many other clients have they done this with?

Good ady i have logged numerous requests to have the device collected over the last 3 to 4 months and it has still not been done.

Now i am being emailed handover threats when i have asked on numerous occassions to collec the item.

This is clearly a delay tactic to ensure that the client gets charged on a monthly basis without any further assistance.

I want this item collected as the delay is on your side and remove the fees from my account with immeduate effect.

I will also be logging this complaint on the hellopeter site.

Regards

Requested the moving of a fiber cable in my property due to construction and excavation work that was taking place.

Monday, 3rd October, I logged a call on the WebAfrica whatsapp support, Agent Nkululeko, and explained the situation and that the fiber cable needed to be rerouted around the excavation work. A request was logged and the following day an Openserve technician Clive came out, with no prior notice, very early Tuesday morning. He indicated that Openserve does not lay new conduit and that I need to get an electrician out to lay new conduit and then log a new call with Webafrica to pull the cable out and re-insert through the new conduit.

On Wednesday 5th October, my electrician layed new conduit and that same day I logged a new call with Webafrica. The agent, Derek E indicated that there was a ticket opened for this and the reference was DN: 177NK031022 and furthermore stated that Openserve will be in contact.

On Thursday, 6th October, I followed up on the Whatsapp platform to get updated as Openserve had not contacted me yet. The agent Kurt could not help me and put me through to another support team agent, Imraan. Imraan notified me that the request was closed by Openserve. It turns out that my very first request was closed and that the second agent Derek E misinformed me and that in fact he did not open a new request.

Imraan then proceeded to log a new service request after I clearly explained to him what was required. He confirmed my address and indicated that there was an estimated 72 hr turnaround expected from Openserve and that there would be a cost for the service. He gave me a reference number, i.e.147BNK061011.

Five days later on Tuesday 11 October, I still had not been contacted by Openserve and so I proceeded to get updated by an agent on the whatsapp platform. This time the Agent Jeandre D also could not help me with an update and put me through to another support team agent, Nyasha.

Nyasha, after giving her/him the reference number, 147BNK061011, indicated that they need to proceed with a new request to move the cable as the previous agent, Imraan, logged a fault rather than fiber cable move request - that is Imraan, incorrectly logged my request to move the cable!

Nyasha provided me with a reference number for the new request, Ref # 3724903. And yet again I await for Openserve to contact me to schedule a time to move the cable.

It has been more than a week and several logged calls with Openserve and still the cable has not been moved. This level of service is unacceptable!. I am a paying customer but receive no efficient and reliable service.

We filed a complaint on 1 September with regards to being over charged.

We still have not got a resolution why we bave been billed R549 and not R499.

We have been disconnected as a result of this so we pay the R549 - they now want a R579 reconnection fee.

We have been through more than 5 agents and no one can get back to us and being told they are looking into it

A month and half later we are still struggling.

The worst customer service you will ever experience - dont choose them.