WebAfrica Support

Toxxyc

Toxxyc

Executive Member
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Hi guys,

Does anyone know how I can get in contact with WebAfrica support? Their phones keep ringing with no answer. Email tickets are closed as the go in. When you try anything, you get referred to the WhatsApp line, which is UTTERLY useless.

My issue - I had 10/5 fiber with them for a while. Then lockdown came and they bumped it to 20/10. Then that thing died down, and I opted to keep the speed and upgraded to 20/20 (with a higher FUP/softcap). However, I'm still being throttled even when I'm like 70% of the way to my max (I use around 140GB out of the available 200GB per month). They deny issues and then close me down even on the WhatsApp chat without being willing to help me.

So this week I downgraded to the 10/10 line again, with a 150GB FUP/softcap. No point in paying double the money for 20/20 when I'm being held to the lower standards anyway. But the change refuses to process. They said I'll get a confirmation email - nada. I'm sick to **** with them right now. I've been with them for YEARS (probably around 12 or 13 years now) with very few issues, but now this.

I need a number or email address or something I can try, because at this rate I'm going to strongly consider moving to another ISP.
 
good luck, have also been with WebAfrica a number of years, needed their support for the first time in ages during lockdown and got the same as you: email, whatsapp, all just go into the void, I'm still waiting for a response 3 months later ...

I had to solve my own problem, luckily I found an old router in the closet and could test and conclude my router died

just on the FUP side, I read that with fibre "uncapped" they measure FUP over a rolling 30 day period, not over a calendar month like they do with a capped ADSL package for example, could that perhaps be what's messing with you?

... also: if you do move to another ISP I hope you don't need WebAfrica's help to close the account, it may be stuck open forever :sneaky:
 
Nope. My FUP says I've used 135GB over the past 30 days (their rolling window), yet I'm being throttled. When I tell them I'm being throttled, they say they don't believe me "because it's not on the system" and close the WhatsApp chat. THAT is what's annoying me the most.
 
Nobody? I'm still in the same ****. I've downgraded my line now, which is supposed to take "up to 2 days", and we're closing in on the third now.
 
Why are you still with them?

In this day and age FUP is a bunch of nonsense - rather move to a better ISP instead of struggling with WebAfrica
 
I'm still with them because I have two premises I'm feeding. One premises doesn't have fiber, and no other company wants to do an ADSL connection on there. so I have to stick with them.

And, I like them, for the most part. I did a speedtest this morning, got 6 ms ping (fine), 8.72 Mbps down and 13.75 Mbps up. I took a screenshot of the Speedtest this time. And yes, I'm still on the 20/20 package, so I'm not getting even half my paying speed. And it was EARLY this morning, like 6:45 or something.
 
Toxxyc said:
Hi guys,

Does anyone know how I can get in contact with WebAfrica support? Their phones keep ringing with no answer. Email tickets are closed as the go in. When you try anything, you get referred to the WhatsApp line, which is UTTERLY useless.

My issue - I had 10/5 fiber with them for a while. Then lockdown came and they bumped it to 20/10. Then that thing died down, and I opted to keep the speed and upgraded to 20/20 (with a higher FUP/softcap). However, I'm still being throttled even when I'm like 70% of the way to my max (I use around 140GB out of the available 200GB per month). They deny issues and then close me down even on the WhatsApp chat without being willing to help me.

So this week I downgraded to the 10/10 line again, with a 150GB FUP/softcap. No point in paying double the money for 20/20 when I'm being held to the lower standards anyway. But the change refuses to process. They said I'll get a confirmation email - nada. I'm sick to **** with them right now. I've been with them for YEARS (probably around 12 or 13 years now) with very few issues, but now this.

I need a number or email address or something I can try, because at this rate I'm going to strongly consider moving to another ISP.
Click to expand...
my issue was solved by reaching out to them on facebook follow them on facebook then chat to a agent on there my issue was solved within minutes i couldn't believe it.
 
I even contacted the CEO on LinkedIn. Got a reply with request for info, but that was it. Nothing further. It's 2 weeks now since I requested a downgrade of my line, and nothing's come of it.
 
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