Web Africa Networks
Reviews and Complaints

I have been having internet connection problems for 1 week now and the agents only gave me every time ticket number and next get message problem solve. I had chats with about 10 people all told me they can see my line is off but I paid R529 every month. I was even told someone will come to my house but no one pitch. I really give up can’t even work from my house anymore.

1. I applied online for wi-fi on your website and did not know that I had to be specific on choosing the option for a router (great customer service is for someone to contact me and confirm my order placed)

2. I received the Telkom sim card and since 24/08/2022 (history on your WhatsApp chat) it was a mission to order a router from you.

3. I eventually purchased a router from you with the monthly debit order that went off my account.

4. 1 month later after paying for a service I cannot use, another debit order went off my account which I disputed. I am still not active on the wi-fi after a support agent advised me on Friday, 16/09/2022 that it will take 24-48 hours as there is a back-end LTE activation issue.

5. This morning, there was still no wi-fi.

I have been having internet connection problems for 2 weeks now and the agents and technicians sound like they do not know what to do. This whatsapp method is not doing me any favour because the agents keep on tranferring me from one to another when they cannot resolve my issues. My line only supports Youtube and whatsapp currently and they are unable to resolve it. Webafrica is so useless, when I try to cancel it says it's going to be inactive after 2 months.

Why is it that telephonically I only find sales people? No techincians can be found or whatsoever? This service is very poor

Tomorrow will be exactly 30-days since I logged a refund with them.

According to their system my area was covered, I even got in touch with their sales department to confirm and made the purchase on that call.

The following day I received an email stating that my area is not covered and immediately got in touch with them via whatsapp requesting the refund.

To date I spoke to no less than 4 agents about the same issue. Your 14-day turn around time is BS! To date I've been asked to submit bank statements to prove that I did not receive it and I did but this wasn't even reviewed because again I was told the credit was processed, processed to where!?

Your accounts department has no idea what they are doing.

My services have been suspended.

My debit order date as per agreement is 5th.

Your department has tried to debit my department, there are funds available.

I am always up to date and paid for full month of service, however you have suspended my services?

No help your customer service is [censored].

Hi there

About 5 months ago i requested for a downgrade of the webafrica fibre

I was told numerous times that it will be done

i reached out so many times - i called in spoke to a Mujahid /Kevin Team leaders with reference 3173819 (Mujahid / Kevin - Senior in Provisioning Department

But nothing to date - when i reach out to the agents im being told that its set to happen.

Nothing actually comes from this - all i want is for my 20/10 fibre line

How difficult is this - Please assist

Thank you

Salmah

Good Day

I have a problem with my wifi not having an internet connection on my TV, this started about a week ago I have been communicating with Webafrica and they don't seem to be able to help. it doesn't help that you cannot speak to someone with a voice call they only communicate with WhatsApp.

I have spoken to about 5 consultants but with no joy. The consultants tell me to disconnect my wifi for 5 or 10 minutes they are rebooting on their side but after rebooting I still get the same error message.

When switching on my TV I get an error message under Networks & Internet that says connected no internet.

I'm been thinking of moving to another service provider because I am paying for service that I'm not receiving.

It's been a week now and all i get told is that my internet has been fixed. Webafrica was good a few years ago when i joined. Today unfortunately they have lost the plot imho. I pay for a 100-20 connection and as soon as i want to use my Internet during peak hours i hardly can get on to the internet. They blame everyone else but never own up to the problems they have on their side. Each time i get a agent on Whatsapp to assist i start the whole process over as and over. I have eventually cancelled my service but need to wait till the 1st of October for them to release the line for me to get another ISP. But in the mean time i get billed R998 per month for no service when i need it. Disgusting. Attached speeds taken today from my Webafrica Dashboard test.

I requested to install Webafrica fiber line to my house installation we done with 3 days and router was delivered soon after
Received router changed the factory password as per webafrica instruction's came with the router restart every thing no connection I went on their assistance WhatsApp line to get help

Did this now for 3 weeks wait forever to get response then they end your whatsupp chat with no feed back give session ref number #3235119,#3282438, #3290397, #3295371,#3317945, #3374953,#3381546

I even try to phone then your call get cut off and revered to their whatsupp line

The problem still not resolved NO INTERNET, deduct premium for no service rendered

14Jun22: WebAfrica approved my application for Somerset Lakes with Octotel being the provider.

15Jun22: Billed R499.00 for the router and R249.00 for the delivery.

17Jun22: Router received.

22Jun22: Chased up as no further feedback received. SLA stated 14 days from approval, so 28 Jun is expected switch on.

05Jul2022: Received the following email:

Good day,

We have hit a snag in your Webafrica Fibre order.

Octotel has notified us that they are Fibre ready within the area.

They have advised that they are not fiber ready within your complex, this can be due to one of the below reasons:

1. It appears that another fiber infrastructure provider had placed their Fibre within the building and Octotel is unable to proceed any further.

2. They are unlikely to get their equipment in due to your body corporate or estate managers.

We have now canceled your Webafrica fiber order.

We do urge you to visit our website https://www.webafrica.co.za to view any alternatives in the meantime

We apologize for any inconvenience caused.

Regards

The Web Africa Fibre team

05Jul22: Sent complaint email to customer service.

06Jul22: Recevied a call from customer service to apologise and explain. They blame Octotel and Octotel has blamed WebAfrica, either way not acceptable. Followed up with an email requesting my bank details for the refund. It will take place as soon as they have the router in their possession - again not acceptable. I immediately replied with bank details and expressed my dissatisfaction.

07Jul22: Billed R500.00, not sure what for considering they notified my of my cancellation on 5 Jul 22.

12Jul22: Router still in my possession and no refund. Received a follow-up email from customer service, again apologising.

13Jul22: I sent a follow-up email advising that the router was still in my possession and once again provided a collection address.

14Jul22: Customer service replied to my email of 13 July 22 asking for a collection address - really! I responded same day. I also received and email with a credit invoice for R499 and a Debit note: ZYXEL EMG3525-T50B Clawback for R999

18Jul22: Chased up with customer service as router was still in my possession. No reply.

19Aug22: Router still in my possession, no refund, so I chased up again.

My partner has also made numerous posts on Twitter without resolution.

Since I signed up with Webafrica in September 2021 I have had problems on a daily basis.

You can probably track all my emails and complaints. I pay my bill every single month. One would expect that Webafrica would send a technician out to address the problem.

Instead I am told to reset, enter different details, send screenshots, login using their details but the problem is still there.

I have requested on numerous occasions for a supervisor to call me but I have never received a response.

Carmaliter is one of the names used as there customer support agents. I honestly think those are fake names so people can think they dealing with same person. Everytime I complain then the person apologize and ask what the problem is - I have been complaining for so long and Carmaliter is the one supposedly dealing with it, so should she not know already.

When I say I want to cancel I'm reminded of the contract stating if I cancel within the first 12 months I'm liable for a early termination fee because of the hardware the provided. What about me paying my bill on time and not getting what I paid for. I also end up having to buy data so that I can use my cell phone as a hotspot.

I will put a stop order for this payment since Webafrica don't know how to assist their paying customers also they cannot evens bother to make a phone call to me.

They billed me close to R4000 within two months and I kept trying to get answer their agent either just ignore me or just go hour without saying a word and end up asking me to rate a service I didn't receive, I regret signing with them, I paid R1598 on the 4th July and R999 on 27th of July and debit again on 1thaugust of R899,and I tried to get proper understanding but the agent just kept ignoring me all day long

I've been trying to get webafrica to assist with a faulty line since MAY.

I've been trying to MOVE my service to a new address since June.

I've tried cancelling for over a month now.

In the past month, I spoke with:

Jayalutchmie Vanz

Thabo

Heinrich

Jameson

Chwayita

Junade

Wandile

How can you expect me to pay for a service that's been faulty since May, with me trying to get hold of you since May. And even after I cancelled, TWICE, I still could not get a callback?

Hi Good day ! WEBAFRICA Team!

Firstly ! I am Faheem Jacobs EVH03...

I would like to commend you for the extremely unfair and unjust Manner in which you are treating your clients ; yes you render a service to the client ; but flip side to that Is the client Pays for the service you render.

Your closed door policy is loosing your company several clients... your service delivery is a mess; your Willie bot is not Working on so many levels; you Agents are rude abrupt and inadequately trained.. yet you call this Rubbish client service. Struggling to get an agent takes Atleast 2days if you are lucky. Thu you are charged with service not rwndered . Please rectify or employ me to do and set inplace what you clearly can not.

This is wrong ; we the clients are suffering .please rectify.

Contact nimber: [protected]/ 0i22940934 .

I am moving on Sunday, I want to move my service from my current address to my new address.

When I want to request a move it says I need to pay R2880 installation fee, because my service is going to be cancelled.

I don't want to cancel anything, I just want to move my service from one address to another.

I asked the whatsapp support person that I want to speak to a manager about this issue, only to be told, that Managers don't take phone calls or whatsapp messages!

I HAVE NEVER HEARD ANYTHING SO RIDICULOUS IN MY ENTIRE LIFE!

I am going to that this matter to the consumer council. I was never told that if I wanted to move I had to cancel my service and reapply for a service and then pay the installation fee. I asked the person who I spoke to when I requested the service if is was possible to move my products when I move, because it was always only going to be a temporary home.

My debit order has gone off as per normal on 1 July 2022 and since I have had no service. They have no agents to assist over a weekend and I am being kept hanging for days and to date nothing is resolved, I've paid and this is day 5 with no service. Their whatsapp agents are not the brightest people either cannot solve my issue and when you call them you are not able to speak to someone!

How can they take my money from my account and not give me any service and then to top it off you cannot speak or chat to anyone about it as it just gets transferred to a new agent every time. I want my money back and have this useless service cancelled.

Contact me on [protected] or [protected] or [protected]@gmail.com

WebAfrica is the poorest and post incompetent internet service provider ever.

For such a big company they do not have 24hour customer care support at all as they claim.Pathetic and incompetent.I lost alot of money as a freelancer working from home.Due to there poor service.

Dont ever sign up with We Africa in error. I realised two days later that I had made a mistake with signing up with the incorrect ISP. Two days later I tried to cancel the order. Pretty simple you would think right? This took me weeks to get resolved (well I thought it was). Then this month I was debited R1000 for a claw back fee because I cancelled within 12 months.

1. No router ever recieved

2. No engineer ever dispatched

3. No Service ever activated

4. Staff are incompetent and you get transferred from one person to the next.

After raising this billing dispute via the whatsapp group, and being passed from one to the next with no reason. Eventually someone said to me, "One moment please I am putting you through to the provision department so we can arrange the installation" Are you Ffff kidding me! I have never wanted a service with you. You took my money, just give it back to me. Can someone wake up and give me the money you took from me. What is so hard to understand. If this is the service you get. Can you imagine if you are really with Web Africa. Poorest of poor services.

I was then told that the credit note would offset next months bill! What next bill? There should never have been a bill after I cancelled with you!

I signed up for MetroFibre through WebAfrica in January 2022. Things went well until I was forced to move out of my flat in May 2022.

I wanted to relocate my internet only to be notified that I would have to pay a fee of R1750, unless I could transfer ownership of my fibre package to the tenant who move into the flat after me.

I trued to do this but, after much delay on their end, they let me know that they don't need the service, as they already have a different internet service.

There is an existing fibre service at my new residence, so I don't need this service anymore, either.

So, I have been trying to cancel my services this last week at the beginning of June 2022

I have tried calling only to be transferred and be placed on hold indefinitely, while my airtime is drained!

I have tried emailing, only to be prompted to cancel via WhatsApp.

I have tried cancelling via the online portal, again only to be prompted to cancel via WhatsApp.

I have tried searching for a physical address, only to find out it doesn't exist.

I try to connect with agents via WhatsApp, only to be constantly transferred and wait for hours, only to be transferred again, this cycle repeats until eventually the chat just expires!

No one is helping!

Paid 25 /5/2022 had no service for may month on the 2/ 6/2022 my service was suspended because I did not pay for June they do month to month. My month starts on the 25th. So in essence I paid R529 for 6 days usage. Agents kept on saying I must make payment but not why until I asked. I am cancelling my service with this company as this is not the first time I am having billing issues with them. Should invest in training Agents. Placed a text at 11:48 first available agent was at 3:57 only to tell me I am being transferred. Endchat never was transferred nor helped. Next day same thing took 3 hours for available agent. They get paid to keep you the customer waiting. Nice job.