How do I escalate issue with Webafrica?!

[Friday13th]

Oh no! Sorry about that.
I had no internet access for 3 months when I signed up with webafrica. I suggest you cancel the contract and move on to another ISP.

Webafrica were beyond useless. I was on their WhatsApp support page for hours at a time, then they'd blame Vumatel or my previous ISP...then close the ticket without resolving my issue.

And 2023, still have the same issues. Ordered a fiber from them, 5 weeks later, still not working or installed properly yet. Have escalated my case like 20 times already, no feedback. They are useless

 

[CarrieCape]

Oh no! Sorry about that.
I had no internet access for 3 months when I signed up with webafrica. I suggest you cancel the contract and move on to another ISP.

Webafrica were beyond useless. I was on their WhatsApp support page for hours at a time, then they'd blame Vumatel or my previous ISP...then close the ticket without resolving my issue.

We are having the same issue. My son moved to a new complex and has been trying to get some type of support for 2 weeks now. Vumatel came out yesterday and it's not them (apparently). Beyond frustrating!

 

[Webafrica Helper]

Hello there, we are really sorry to hear about your experience and are here to offer assistance. Please reach out with your profile details via DM on any one of our social media platforms, so we may investigate and be in touch to discuss a way forward asap today. We’re on standby to assist via DM

 

[Jefferson D'Arcy]

Hello there, we are really sorry to hear about your experience and are here to offer assistance. Please reach out with your profile details via DM on any one of our social media platforms, so we may investigate and be in touch to discuss a way forward asap today. We’re on standby to assist via DM

Why is your standard service management not up to scratch?

 

[acidrain]

Why is your standard service management not up to scratch?

It's that whatsapp service. It's complete rubbish. I'm all for self service but to not have a telephone line for direct contact is problematic.

Just spam them and the twitter account repeatedly. I find the twitter account can be more helpful

 

[Webafrica Helper]

Why is your standard service management not up to scratch?

We are sorry for any difficulty and are here to provide support to all who reach out. You're welcome to reach out to us via DM with your details so we may assist asap today

 

[Webafrica Helper]

It's that whatsapp service. It's complete rubbish. I'm all for self service but to not have a telephone line for direct contact is problematic.

Just spam them and the twitter account repeatedly. I find the twitter account can be more helpful

We appreciate your feedback @acidrain it helps us improve where necessary. Your feedback has been reported to the relevant teams. We are here to assist if still required - please reach out via DM so we may have a look and advise

 

[Jefferson D'Arcy]

We are sorry for any difficulty and are here to provide support to all who reach out. You're welcome to reach out to us via DM with your details so we may assist asap today

I get that, but it is a travesty that we have so many threads here by desperate customers who are treated with contempt when attempting to use your standard channels. They forced to resort to an internet forum to beg for help.

Your peers invest in rather than strip cost out of customer service.

Your board and management seem to be utterly apathetic to the needs of your customers once they're locked into contracts.

 

[Webafrica Helper]

I get that, but it is a travesty that we have so many threads here by desperate customers who are treated with contempt when attempting to use your standard channels. They forced to resort to an internet forum to beg for help.

Your peers invest in rather than strip cost out of customer service.

Your board and management seem to be utterly apathetic to the needs of your customers once they're locked into contracts.

We can and will be better and apologize that it got to this point. If there is any chance of improving your journey with us - we would like to assist to the best of our ability. Please let us know via DM @Jefferson D'Arcy