Numerous Web Africa ADSL subscribers experienced downtime yesterday which started at around 11:30 on 31 August.
The company used online channels like Twitter and their website to keep their subscribers abreast developments during the network outage, which was restored shortly before the end of business yesterday.
Web Africa CEO Matthew Tagg apologized for the downtime in an email message to customers last night, explaining that it was the worst network problems the company experienced in ten years.
“You probably had little or no internet or email connectivity for a few hours today because we suffered a ‘network outage’ at 11.30am this morning. We only managed to restore service at 4.45pm this afternoon,” said Tagg.
“Since then, you should have been experiencing our normal fast internet speeds again. We accept that this is an unacceptable time lapse and we are sorry.”
Tagg explained that the problem was caused by a fundamental failure on Telkom’s network in the Cape Town area.
“The outage was tracked down to a faulty circuit between Bellville and Cape Town on the Telkom IPC Network,” Web Africa’s website stated yesterday.
“Unfortunately Telkom failed to identify the problem and provide a solution within a reasonable timeframe, in spite of us following an immediate escalation process within Telkom. We are busy getting to the bottom of the issue with them,” said Tagg.
“However, we are aware that you entrust us, Web Africa, to provide you with the kind of customer experience which has, until now, consistently positioned us as the number 1 ISP in the country. We will not give up that position lightly and we promise you we are working hard on ensuring that any future similar outages will be avoided,” Tagg concluded.