Webafrica Reviews 

I am deeply disappointed with the terrible service and complete lack of connectivity from Webafrica. I paid a total of R778 on 1 September—which included my R529 monthly fee and a R249 moving/installation fee for a fiber internet connection. Despite paying weeks ago, I am still not connected to the internet.

Because Webafrica has completely failed to deliver the service I paid for, I have been forced to buy retail mobile data packages out of my own pocket just to stay online. To date, I have had to spend an extra R1 674 on data (three packages at R379 each and three packages at R179 each).

I am demanding a full refund of the R778 paid to Webafrica for zero service, alongside total compensation of R1 674 for the backup mobile data I was forced to purchase. I expect management to investigate this delay and resolve my refund immediately.

Webafrica: More than two weeks of unresolved problems — and now I must pay to leave?

I have experienced recurring internet problems for more than two weeks, including approximately 10% packet loss and significant speed degradation every evening between 18:00 and 22:00.

Despite repeatedly reporting the issue, Webafrica has been unable to resolve it. Openserve checked the physical fibre line and found no fault, yet Webafrica has failed to provide a proper technical investigation or meaningful solution.

I eventually decided to cancel my service. However, Webafrica says I must:

🔴 Wait an additional 30 days before my fibre line is released.
🔴 Continue paying until the cancellation date.
🔴 Pay a further R999 cancellation fee.

In other words, Webafrica cannot fix the service, but still expects me to pay to leave. Absolutely ridiculous.

Section 54(1)(b) of South Africa’s Consumer Protection Act 68 of 2008 states that consumers are entitled to services performed in a manner and quality that people are generally entitled to expect. Section 54 also provides remedies where services fail to meet the required standard.

Based on my experience, I have serious concerns about whether Webafrica is meeting its obligations under the CPA.

To anyone considering Webafrica: do your research carefully before signing up. Based on my experience, I strongly recommend considering other ISPs. Don’t waste weeks going in circles with support, only to have your complaint marked as “attended” without the actual problem being resolved.

Webafrica: Fix my internet or release my fibre line without penalising me for leaving because of an unresolved service-quality issue.

Urgent: Immediate Full Refund and Cancellation Request - 7 Days Without Internet

To Customer Support Team,

I am canceling my service effective immediately due to the fact that I have been left without an internet connection for 7 days straight. Because of this complete lack of service, I demand an immediate refund.Kindly send me the exact process required to get this refund sorted out as soon as possible. I also need to know the turnaround time for the money to reflect in my bank account. I will be using these exact funds to open an account with another ISP that can actually do the job right.I expect a swift response with my refund status and timeline.

I have been sending the below message everyday since last week without any resolution to my problem:

I paid for a new Webafrica package on Thursday, 10 September. Vuma technicians came out immediately and finished the physical fiber installation. They have now been to my house three separate times, completely tested the line, and confirmed the physical setup is 100% active and fault-free on their end.
The entire issue is Webafrica’s absolute failure to provision the line correctly on their backend database.
For the first four days, my order status was stuck on "Order Received" despite being paid and physically connected. Over the weekend, my family had no internet, and Webafrica's support was totally non-existent—no responses on WhatsApp, no answer on their phone lines, and no help on their app chat.
Yesterday, an agent finally changed the status to "Complete" and Webafrica pushed a brand-new Wi-Fi name and login credentials via SMS. However, your backend radius server is not authenticating these new credentials. The router’s WLAN light is flashing, but the system keeps throwing a "Connected without internet" error.
I spent the entire day yesterday loading airtime and data just to deal with agents who tried to blame a non-existent area outage or told me to reboot the router. Today is Day 5. We have paid, Vuma has done their job, but Webafrica refuses to have a senior network administrator manually map the correct PPPoE profile to my Vuma line ID.
This has been a massive financial and emotional burden on my family. Do not reply with a generic chatbot template. I need a senior supervisor from your escalations team to manually activate my line immediately.

Regards,

Nombulelo Cordelia Grootboom
Account Number: W4553960

Webafrica is easily the worst ISP I have ever dealt with. On two separate occasions, they left me without internet for weeks on end. The minor refunds they offered did not even come close to covering the data costs I incurred while offline.

After being a loyal customer for over five years, I finally cancelled my contract due to their consistently poor service. Despite providing the required one-month notice, I am now being harassed to pay a R999 termination fee and have even been threatened with debt collection.

Their customer service is completely one-sided. When you need technical support, you are forced to wait hours on WhatsApp just to speak to a human. However, the moment they claim you owe them money, they will call you repeatedly. I am currently seeking legal advice regarding this matter. Save yourself the stress and avoid signing up with this company.

Shit WiFi had no network 99.9% of the time and when you try and log a complaint about the network they got shit staff like Lelethu who doesn't reply to your message on the live chat. Definitely don't recommend this shit service provider to anyone and all there stuff should be fired !!!

Terrible customer service, wasting hours every time I need some assistance. Speed is rarely what you pay for.

I live in the windermere area, Durban.
Since the last 2 weeks we have had connectivity issues and slow speeds, with fibre in the area. As per the consultants , there are issues.
This is the second time in a month, that we complained with the same issue.
We were told it will be sorted within 3 days, of the fault being logged. A week later , we still waiting.
So long as these people get their money at the end of the month, the customer can go to hell. Thats the attitude of webafrica.
Very disappointed with webafrica.

Faizal Aboobaker

I am honestly starting to consider moving to a different IPS because of Webafrica's text only support. Both their in app chat and WhatsApp takes ages to respond with the initial prompts, and then it is a luck of the draw if you are going to be connected to an agent.

And even if you get connected to an agent, the chances of them responding is also completely random.

I had tried to find out how to get a static IP today and this was the events that followed:

14h48: I said "Hi" on WhatsApp to bring up the prompt
14h50: The prompt finally popped up and it took just over a min to get to a point where it said that it will connect me with an agent.
15h00: I finally connect with an agent and ask them what the process of getting a static IP is.
15h04: I suddenly get transferred to Vuma Premium Support team after ~2-3min of silence. (Altough my Fibre connection is with Frogfoot.
18h16: I send "End Chat" after waiting over 3 hours of just being thanked for my "patience and understanding" and never having been connected to another agent.

I then sent another "Hi" just after this to bring up the prompts, and it is now 18h40 and still nothing.

Installation & initial set up was great, & its worked well for nearly a year - however when one has a problem such as the line being down its almost impossible to get hold of anyone that can respond with an answer. You have to use the app or whatsapp live chat , & its the same repetitive questions with a bot. Very annoying ; if one doesn't respond immediately to the message-say you are busy or at work , the whole chat gets cancelled & you have to start again,can't explain the frustration, its enough to make one cancel a service immediately !

Webafrica cannot upgrade my speed, i mean its more business for them so i dont understand why it takes so long and dont even mention their support team who are as effective as an ant. Their support team is just people getting paid for doing nothing. I am not considering another service provider coz WebAfrica sucks.

Dear Vuma / Webafrica/ Mweb Customer Support,

I am extremely frustrated with the level of service I have received regarding an ongoing fibre connectivity issue.

The most disappointing part of this experience is the complete lack of effective customer support. There is seemingly no reliable number to call, and when I eventually manage to obtain a contact number, the line does not even ring. The online chat service has also been extremely ineffective and has done very little to resolve my issue.

This problem has been ongoing for some time, yet I continue to be the one chasing Vuma and Webafrica for updates and solutions. This is completely unacceptable. I have made my payment, so I should not have to make countless follow-ups simply to receive the service I have already paid for.

What makes this even more disappointing is that my family and I have six fibre services with you. We should be treated as valued customers, especially considering the amount of business we have given your company.

Instead, the experience has been the opposite. My internet service is not working despite payment being made, and there appears to be very little urgency because the payment has already been received.

Customer service should not end once the customer's money has been collected.

I am therefore requesting that this matter be escalated urgently to someone who can actually take ownership of the issue and provide a proper resolution. I do not want another generic response telling me to contact support or use the chat service. I have already attempted these channels repeatedly.

If this level of service continues, I will seriously consider moving our fibre services to another provider. There must be competitors in the market who understand the importance of retaining customers and providing reliable support.

I would appreciate a clear explanation of:

1. Why my fibre service remains unavailable despite payment being made.
2. What has been done so far to resolve the issue.
3. Why I have had to make repeated follow-ups instead of receiving proactive communication.
4. When my service will actually be restored.
5. What steps will be taken to prevent this from happening again.

I expect this complaint to be treated seriously and escalated to a senior representative who can take accountability for resolving the matter.

I am not asking for anything unreasonable. I simply expect the service that I have paid for and a reasonable level of customer support.

Your live-agent support is extremely frustrating. Agents either take up to four hours to respond or do not respond at all, and in many cases, no meaningful feedback is provided.

I am currently dealing with an agent who simply stopped responding without providing any explanation or update. This is unacceptable, especially when I am trying to resolve an issue with a service that I have already paid for.

The live-agent portal has repeatedly failed to provide effective assistance. Instead of receiving support, I have to continuously follow up, wait for hours, and go the extra mile just to get a response for a service I am paying for.

I look forward to receiving a proper response and resolution.

SA 1470193 01595550 
P/N 50089940 
ID 2150089940AGS4034316 
SN 48575443C733A4BB 
MAC C04E8A5BB4C4 
VER V500R023C00SPC478

Kind regards,
#MarshallMakhuboNovels.

My internet is off for over a day. Each time I message they say they are putting me through to the premium whatever department and I never get put through. Currently waiting for over 1 hour 30 minutes yesterday 2pm the chat just ended. What awful service.

I would strongly advise anyone considering Webafrica to think twice. This has genuinely been one of the worst customer service experiences I have ever had.

For approximately four to five months, I have repeatedly reported problems with my internet speed. I have provided screenshots and speed test results showing the issue, yet I have continuously been sent from one person to another with no actual resolution.

On three separate occasions I was told that the matter would be escalated and that a technical team would contact me. Each time, I had to follow up repeatedly before anything happened.

Eventually, I was told a technician would be sent to my home. Webafrica apparently uses an external company for these call-outs rather than their own technicians. That company contacted me only to tell me that I was “not in their area” and therefore they could not assist me.

I live in central Pretoria.

When I questioned how they could possibly appoint a technician who does not service my area, there was no proper explanation. They simply said they could not help me. Since then, nobody from Webafrica has followed up or made any attempt to resolve the problem, despite numerous messages from me.

Their WhatsApp support system is another nightmare. You simply go around in circles, struggling to reach someone who can actually take responsibility for the problem.

And then there is the cancellation process.

Trying to cancel my service has been almost as difficult as trying to get the internet fixed. I initially submitted my cancellation at the end of August, but Webafrica refused to accept it. I have now spent months simply trying to get a cancellation processed properly.

How can it possibly take this much effort just to leave an internet service provider?

If your internet goes down — and based on my experience, there is a very good chance you will eventually have problems — do not expect meaningful support, accountability or urgency.

Months of reporting the same problem.
Multiple promises of technical assistance.
A technician company that cannot service my area.
No follow-up.
Endless WhatsApp conversations.
And an unbelievably difficult cancellation process.

I would never recommend Webafrica to anyone.

Avoid the frustration and choose another provider.

Loyal customer for 5 years, and they want to charge a R999 cancellation fee? How is this even possible when it comes to the CPA? Pathetic. And Sindisiwe couldn't even produce any documented proof that I had agreed to that in the first place, and was very short / rude with me.

Worst Experience you could imagine. Been 45 days and I still have no wifi in our office. Daily phone calls for the past week. Staff are completely unhelpful. They always are the wrong department and try and re connect you to the correct person and simply put down the call. Useless support team with no visible and clear method of communication. Would do everything possible to stay clear of using them as a service provider.

No response on the WhatsApp number; no number exists to call and speak to a human being. Customer service = non existent. I've had intermittent connectivity for 2 weeks with no resolution in sight. Like the government, I'm paying for a service that isn't being provided. I've had to re-open cases because - God only knows why - my cases keep getting closed and marked as "resolved" while I'm still waiting for someone to help me. WORST SERVICE PROVIDER EVER.

PLEASE, PLEASE THINK TWICE BEFORE SIGNING UP WITH WEBAFRICA
Please be extremely careful before signing up with Webafrica. Do your research and read other customers' experiences first.
I was a customer for more than three years. When I moved, I gave the required cancellation notice in writing and confirmed that I wanted the cancellation to proceed.
Webafrica continued billing me anyway.
I have repeatedly provided them with written proof of my cancellation. They simply ignore it! They continued pursuing charges that were incorrectly added to my account and eventually handed the disputed account over to debt collectors.
Now, after referring the matter to debt collection, Webafrica is refusing to engage with me further and simply tells me to deal with the debt collector.
I have had to escalate the matter through external dispute-resolution and consumer-protection channels just to try to resolve charges that should never have been added to my account.
Please, please be careful. Do your research before giving this company your banking details. I deeply regret ever signing up with Webafrica and would strongly recommend choosing another service provider.

POOR POOR POOR SERVICE from WebAfrica team. I have been in contact with the following agents the past week ( ZAAKIRAH , GILLIAN, LEHLOHONOLO, THAAQIB, KHANGELANI, NICHOLAS, ASHMIKA, SISEKO, CONSTANCE, BRIDGET, ANSAAR). Not one of your agents can assist me with my account. Every time I get transferred to a new department and have to explain EVERYTHING OVER AND OVER AGAIN. TWO OF THE AGENTS ENDED THE CAHT WITHOUT ASSISTING MY QUERY. Your communication is SHOCKING. No option to call, no offices to visit, WhatsApp chats that take hours for response from agents. I've been a loyal client for 3 yrs and now when I move homes you guys are unable to assist me. My account has been wrongly debited, I haven't even received my new product , I have given back my old rooter AND YOU ARE STILL TAKING MY MONEY ?????? I don't have active WIFI at the moment. What a disgrace. I have evidence of all the chats and all your calls are recorded and will take this further if it is not addressed urgently!

SHOCKING AND EXTREMELY UNPROFESSIONAL!

During the signing up process I changed my mind and cancelled my intention to proceed. My order was then put on hold. I made it very clear with the same sales agent on an actual telephone call as well as a WhatsApp chat that I did NOT want to proceed. VERY CLEAR instructions were given not to proceed. Despite that, the money was taken out of my account. I was promised by the same sales agent it would be refunded. 20 DAYS LATER it has still NOT been refunded.
Trying to get hold of someone to respond to resolve this has proved to be extremely difficult.
I now see by the reviews this happens constantly!

Thnks for your help thnk for u help mphoe