Web Africa Networks
Reviews and Complaints

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.

Client Number BMX68
WebAfrica was my ISP. I cancelled my service with them and returned the LTE router via courier. I keep on receiving messages and emails that I will be billed R1999 on 20 January 2022 if they haven't received the router. According to the courier the router was already delivered on 7 January. They don't have a reply email address and no one is answering their phones. The recording advise you to make use of their app. I've been trying for 4 hours now and no one is available to chat to me. When I cancelled my service it took me several days to be able to chat to them. Poor after sales and customer services. I won't recommend them

WebAfrica has been horrible with their fibre service. In December 2021 I had my line drop for about a week and a few days. I have been trying to cancel the service since then to no avail. I have tried escalating and that didn't help. Horrible service providers, and what is worse is they still want to depot my account. Money leeches.

What is worse is that they only do their support via WhatsApp, you cannot pick up a phone and call them directly. I have had several WhatsApp sessions with them and all I got from it were a bunch of runarounds.

This company does not seem to care about the service it renders or the clients it is rendering it to, they are just in the business of making money.

Good day,

On 3.12.2021 I the client Mr. Henry Thomas Roux, Account NR. BMF06 we reported out move from our previous address to our new address. Since reporting our move, the new line was installed, however, the technician advised that the line was faulty outside the premises. The agents escalated and escalated the matter yet nothing seems to have been done. We were informed that now the Service Providers are closed and will only after 10.01.2022 be able to take the matter up with the SP.

It is completely unacceptable that WebAfrica agents has since not been able to assist us from 03.12.2021 until the service providers closed. It has taken them 5-weeks plus now, sort out our fiber connection. Yet they expect us to pay the billing for December 2021. How is this fair and customer satisfaction they so continuously promise.

Why could my neighbor be able to have his Service Provider sort their fault line within 2-days, but WebAfrica takes over 5-weeks? This is not the first time we have reported a fault, and each time our connection is restored only 3-4 weeks later.

My complaint has not been resolved and I want this matter sorted as soon as possible as we need our connection to conduct business.

fibre line was installed on 13/12/21, i have received my router on the 9/12/21,
it was told it take 72 hours to activate the fibre,
now its 5 working days still not activated, i can never get hold of anyone.
can someone please help me
cel: [protected]

On the 18th of November 2021 I spent 19 minutes on the phone with a WebAfrica agent.

We were moving on the 1st of December 2021 and I requested WebAfrica's House Transfer service where they simply relocate your connection. There were no additional arrangements that needed to be made as our fibre was already installed at our old address when we subscribed to WebAfrica and there was existing fibre in your new home.

It was clearly communicated as to when the old connection was to be cancelled (30 November) and the new connection to be activated (1 December).

Instead, I have been billed twice this month. Once for my new connection and a second time for my old connection. I have been struggling for over a week to get hold of an agent telephonically as you just get put on hold for endless periods. Their WhatsApp service is absolutely useless. If you get put through to an agent they are unhelpful and you end up being passed along without any resolution with chats that are closed and reopened, rinse and repeat.

I do not want to be a customer of WebAfrica anymore and they do not seem to be phased if they lose customers.

I need assistance. I have received the worst customer service and I was lied to by agents throughout my process with regard to changing to fibre.

First, it took WebAfrica a year to put fibre in the unit we were staying in.

Then finally, an agent contacted us and he reassured us that it will be done in a week. We did say that we were going to move at the end of the year, and he did not mention any problems with that. (I don't have the agent's name, as I did not think I would have needed it.) Now, I know it's a very important thing (due to agents saying something and doing something else.)

When we moved, I explained to Lurrisa the above and asked why WebAfrica is not held responsible for taking so long and now I have to pay for their lack of customer service.

It was also not explained that if you move that the line is cancelled, I choose a place that had Open Serve. It does not say if you move within a year that you will pay an installation or cancelling fee.

Lurrisa and Warren Pass then reassured me again over a telephone call that I will not have to worry about this, and they will manually remove this. What a surprise that it was not done, and now I must fight again.

I finally get through to an agent named Walter and he says "it has been approved, please send the above info so that I can request a refund. I told him that the amount was not taken out yet and that I
need a credit note. Now the credit note is declined.

This is becoming ridiculous.

Every month I must correct my account as they always want to charge me for my previous product.

If you were in my place, what would you be feeling now? Do you think I am getting wonderful customer service? Do you think I have been lied to?

I have requested numerous times for Warren Pass to contact me and nothing. Agents say that it's been escalated but nothing.

They steal and lie.

Good Day, I am appalled at the service I received.
I applied for fibre with you guys and my service went live on the 17th November. As per attachment I only received my first invoice on the 25th of November after they first tried to deduct from my account. So I am accountable for a R50 fee for unpaid debit.
Nobody has ever mentioned to me from when I applied that they would deduct on this day. I get paid on the last day of the month and expected my debit to go off on the 1st of this man. According to the how you are billed pdf, that is how it works but when I tried to get help on your WhatsApp line I was told that if I don't pay by tomorrow my service will be suspended and there is nothing I can do about it. I think it's pathetic really. How do you first try and deduct from my account and then send my statement. Attached is the screenshots of your billing process and the reference number of my chat with Pusuletso, who was of no help and I think just plain rude because she is telling me that I expect to get free internet. I will put a screenshot of that in there as well. I don't want free internet, I do want to pay but now my service will be suspended because they deducted today and I never once said that my debit order date is for the 25th. I really hope that you could assist because I honestly would not want to escalate this any further. Attached is also my entire conversation with your consultant. My contact number is [protected] and my email is [protected]@gmail.com.

On the 27 October 2021, I specifically asked if their offices will be open on the 01/11/2021 because I knew it was voting day. Their agent Musawenkosi advised me that their offices will be open on Monday 01/11/2021 so I can definitely deliver their router. On Monday, 01/11/2021 I drove all the way from Boksburg to deliver it to their offices, only to find their offices closed. Confirmation of this conversation can be found on their system, Reference #1699268.

Shortly thereafter, I spoke to Daryll who advised that their router team will call me within 48 hours and schedule a time to pick up the router. That did not happen. I have been trying to speak to them but with no success because I keep getting transferred from one person to another reference #1722431. Daryll also gave me Nolitha and Alicia's names as people I can speak to in that team.

On the 02/11/2021, I spoke to Daryll again. He checked the system for an update from the router team. He promised that they will definitely make contact and schedule a pick up time to make sure that I am home when they arrive reference #1731563. To date this still has not happened.

On 06/11/2021, I emailed them. I advised that note that on their agent's advise, I drove to their closed offices and wasted time and petrol in the process. I told them that it is highly unprofessional give their clients incorrect and inaccurate information. I told them that is also unethical for their agents to lie to clients promising one thing and then not delivering. I advised them that is not my fault that their offices were closed and that they were unable to take delivery of the router especially since I was acting on information provided by their people. Also I had asked the security guard if he could take it and give it to them on Tuesday, but he advised that he cannot since he works for the property owner whom they are leasing office space from.

On the 07/11/2021, I received an email from Dino Fernadez apologizing offering no solution to my problem.

On the 09/11/2021, sent an email wherein I reiterated that your agent assured me that your router team will collect the router from me.
After the inconvenience and frustration caused, the least they could do is make good and honour the promises made by their employees. Which is to collect the router.

I cannot be held liable for the ineptness and inefficiency of their staff. I now have 10 days in terms of their policy to return the router lest I be charged for it. Please note that I will not be paying for the router if it does not reach their offices within the stipulated time. I have already been there and am not willing to incur costs again to return it.Time and financial resources have already been wasted.

This is really ridiculous and highly unprofessional that Webafrica staff lie to their customers by providing false information and then expect us to be held accountable.

Their conduct is in contravention with the ICASA Code of Conduct Regulations 2008, which sets out minimum standards of conduct.

They have also contravened their own key commitments; namely

Act in a fair, reasonable and responsible manner in all dealings with Customers;
Not unfairly discriminate against or between Customers on the basis of race, gender, sex, age, religion, belief, disability, ethnic background or sexual orientation;
Provide Customers with information regarding services and pricing;
Where requested to do so provide Customers with guidance with regard to their service needs;

It is now the 11/11/2021 and I still have not received feedback from them.

Can you please assist me in resolving this matter.

Kind regards,
Eloise Mc Kenzie
[protected]

Order # [protected]

I order and paid R1700 on 08 October to come and install fibre. You advertise 5 days to accept order and then 14 days to install. Its been over a month no installation and no communication with me regarding delays or anything.

I have requested feedback multiple times on my client portal but nothing.

I now have to go into the office every day as I do not have fibre at home, something I was hoping to avoid thats why I purchased your service for fibre.

I am so disgusted, disappointed and on the verge of a meltdown.

If you can't provide the service let me know and refund me my money and I will make alternative arrangements, but keeping me waiting for over a month for nothing is disgusting!

Service was disconnected for not paying but it was paid now its still not on

Web Africa used to have amazing service. But it has become appalling. You can only contact them directly through WhatsApp.

They make you wait hours before an agent becomes available and then the agent goes away to ‘look into your query' and after a few minutes you are disconnected from the agent and have to start all over again.

I have been waiting weeks to get in touch with them having this cycle go around. Finally I get in touch and I am told to wait 48 hours before my issue is resolve and someone will get in touch. That was a week ago.

Did that cycle over and over again to be told again to wait 48 hours to escalate the issue again!

If you can run a mile away from these guys. They may be cost effective but it is NOT worth the hassle

Today 2 Nov I have tried the whole day to have a person to person conversation with webafrica but with no success, I would like the see the details for what I requested, where can I I see my profile and what details is outstanding from my side, my order number is [protected]
I would also like to know what number to use when reporting a fault.

Thanks

Leon

Your service sucks- You haven't bothered debiting, no alerts, just cut me off. And all your agents keep passing me around. Fix it!

Its been 3 days till date that we have requested assistance from web africa to replace an optic fibre line on the router box. My child has not been able to attend to her online class nor have I been able to conduct my work since my office is home bound. The WA system is a load of nonsense and not addressing our issues as you need to wait almost 1 day to get connected to a an agent.

As a Webafrica client for years the last 2 weeks getting contactbwith Webafrica has been a total nightmare. I was billed R999 for my Lte service and my service was stopped. I have had no service since. I have spent hours on watsapp chats with agents who has no clue . Finally i was told i need to do i sim swop thereafter the package is not available. I was then billed for a sim R99 ... when i queried the order they say the order was cancelled... then a manager calls me after 1 week... she then confirmed the order of the sim... i then get billed again R249 for a router delivery and i did not order the router. It seems Webafrica is just billing and debiting.. and to get to speak to anyone is impossible! Maybe its easier to find another service provider. I am on a wattsapp chat now from 9am to 4pm... with no success of any service from billing ... a manager... or anyone who can assist. The month is halfway over... i was billed... no service... billed again and again... CAN SOMEONE PLEASE HELP ME

I have been struggling for the better part of 2 months to get connected with Webafrica via Vumatel fibre lines and it's been a disaster.

Initially there were major miscommunications regarding the delivery of our router which took almost 2 weeks as they had the delivery address incorrectly and then more miscommunication when they activated the incorrect Location's (wrong address) fibre box. They then told me that there is currently a service still active on the line at my Unit and I had to wait for that service to be cancelled before they can activate my service on the same line. I waited and they refunded me for that month (which was nice) but then when the month ended and they reconnected my service on the correct line, I still cannot connect to the internet as the fibre box (ONT box) is still not active in our unit. Now I am trying to get a hold of them again and I have been waiting for an hour and a half to get connected via their whatsapp help line, which is another problem as there is no other way of viably contacting them. I tried calling them and the wait time was also an hour and a half, which I am not willing to wait.
Every time I try to contact them via whatsapp, I first have to wait at least half an hour and then when I finally get into contact with an agent, they keep transferring me to other agents without waiting for my consent. Then to top it all off, they don't chat to you after 5pm, which is when most people get off from work. This is absolutely ridiculous as we have had no internet connection for the past 2 months, which we desperately need.

WebAfrica has shocking customer service. I moved house and requested fiber at the new address. The agents advised me to not use the move option, but rather the option to cancel and if they can find something they can contact me, this was supposedly to get me a good deal with Frogfoot. Turns out Frogfoot isnt in the new location at all and only received the comms a month later. Then the agents messed up the date of cancellation and my service at the current addy was 15 days ahead of schedule. They were unable to reconnect my services and advised the only way to get it reinstated was to request a new line all together. This meant that they sent me a new router and billed me for it, while reconnecting my service. I confirmed with Billing this will not happen, but it did. For good measure, they added 2 * delivery fees of R249 + R249 + R999 for the router. After the installation was done at the new location, it took over a week to get the service activated from Vodacom side. The installation cost R2875 and the extent of the installation was 5 minutes of plugging in an ONT box. According to the agent the installation was free, but was billed on the 15th & again on the 20th, for the same thing. I was also billed for Router claw back after being sent a router I did not need, this charge is R999. I have now lived at the new location for 10 days and the service is still active at the old address after several requests and of cause, I was billed for that too for R899. As 2 debit orders came off from my account within days of each other totaling R6100, my service of 200/200Mbps was at it's maximum less than 50Mbps for over a week. again I was informed that this will be credited, of which it was not. Not only does it take me hours to speak with someone at Webafrica with their useless chat service, when I do speak with someone, they assure me that I will receive credits and confirm I wont be charged for mistakes they have made, and then follow this up with an urgent debit order, depleting my account as they see fit.

I have a 40/ 50 line - uncapped.

Requested an additional fiber line to be installed in the separate entrance.

They sent another router for the separate entrance but nobody has come to install.

I have tried calling the sales department, WhatsApp contact and call center but nobody can send someone into connect the 2nd router.

WE paid a total of R3456 and nothing is done.

Why are they requesting another R899

WE URGENTLY NEED someone to connect the Separate entrance and also explain and give the break down of what the money is used for.

Customer M T Abdurahman
Contact number [protected] / [protected]
email m. [protected]@gmail.com
[protected]@mzanzitravel.co.za