Although the waiting times can be quite long at times, once you’re connected to an agent, the service is fast, professional, and highly knowledgeable. Jean-Pierre D had me connected within an hour aft... See more
Company replied
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What people talk about most
Based on these reviews
It took almost 2 whole days for someone to help me with my query on WhatsApp. The person who ended up helping me, Chanel, however was very nice. She was helpful and straight to the point. She's the re... See more
Fast efficient, knowledgeable and friendly service ! Send him on Holiday.
Company replied
My overall experience with WebAfrica was quite frustrating. I often received conflicting information from different staff members, which made the process confusing. I ran into issues with sending ph... See more
Company replied
Company details
Written by the company
Webafrica is one of South Africa’s fastest-growing internet service providers, offering Fibre and Fixed LTE across various networks. Webafrica aims to provide all South Africans with fast, affordable, reliable, and better internet connections. There are also a variety of hardware products that can be purchased from the "Online Store". For more information about the products and services, visit http://www.webafrica.co.za. Need help? Visit our help centre: https://knowledge.webafrica.co.za or chat to us on WhatsApp Live Chat. Live Chat hours: Monday - Friday: 7:30 am - 8 pm Weekends & Public Holidays: 8 am - 6 pm
Contact info
South Africa
- 021 464 9500
- www.webafrica.co.za
4.0
Great
17K reviews
Replied to 19% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The sales agents do not appear to…
The sales agents do not appear to verify service availability in a customer’s area before confirming installation dates. Customers are given installation dates, only to be informed later—often on or after the scheduled date—that service is not available in their location.
Additionally, the refund process is extremely frustrating. Each time you contact support, you are required to provide proof of account again, and you are repeatedly told to wait 48 hours for resolution, yet no progress is made. This cycle continues without clear communication or outcomes, leaving customers waiting indefinitely for refunds.
This experience creates the impression of poor service management and raises serious concerns about the company’s processes.
2 February 2026
Unprompted review
Excellent service overall.
24 April 2026
Unprompted review
Reply from Webafrica
Hi Graham.
Thank you so much for the 5 stars 💗
We really appreciate you taking the time to share the love. If you ever need a hand with anything, our team is always here and happy to help.
Warm regards,
Webafrica Crew
I’ve had a great experience with…
I’ve had a great experience with Webafrica. I signed my mom up for their Vuma Reach line, and she’s been extremely satisfied since day one. The support she receives on their Live Chat is top tier.
Big up Webafrica!
16 April 2026
Unprompted review
Reply from Webafrica
Hey Ntombi.
This is absolutely lovely to hear, thank you for sharing! We’re so glad your mom has been enjoying her Vuma Reach connection from day one and that our Live Chat team has been delivering top-tier support.
We’ll be sure to pass this on to the team, it will make their day 💗
If you or your mom ever needs anything, we’re always here to help.
Warm regards,
Webafrica Crew
Nozithelo was great
Nozithelo was great, she solved my problem very easy ans smoothly 👌
21 April 2026
Unprompted review
Reply from Webafrica
Hello Nkululeko,
Thank you so much for taking the time to share this feedback. It’s great to hear that Nozithelo was able to assist you so smoothly and make the process feel easy from start to finish.
We’ve shared your kind words with her and the team, as recognising great service is just as important as improving where needed. If there’s ever anything else you need, please feel free to reach out. We’re always here to help.
Warm regards,
Webafrica Crew
Amazing service
Chulumanco was so helpful and patient. She took her time and assisted me with everything that I need and went through the application process with me step by step. I’m honestly happy and satisfied
20 April 2026
Unprompted review
Reply from Webafrica
Hey Londeka.
This is such a lovely review, thank you for sharing it with us 😊
We’re really glad Chulumanco could make the process feel simple and comfortable for you. Taking the time to guide you step by step and making sure everything is clear is exactly the kind of support we aim to deliver.
We’ll make sure your kind words reach her; it will mean a lot. Welcome aboard, and we’re so happy to have you with us!
Warm regards,
Webafrica Crew
I have had a bad experience with Webafrica
I have had the worst experience with webafrica. I had ordered a service from them in December 2025.
Provided all the documents required. Waited 3 weeks only to find out i had to resubmit everything again.
Contacted them numerous times inefficient service. I am waiting for the past 3 months for a refund still nothing. Had spoken to the consultants, have lost count. Beware of this company!!!! Once they take your money its gone.
20 April 2026
Unprompted review
Reply from Webafrica
Hi Farzana.
We hear how frustrating and exhausting this experience has been for you, especially after submitting all required documents in December, only to be asked to resubmit and then facing repeated delays around your refund for the past three months. That kind of back-and-forth, with no clear resolution, is not the experience you should be having.
From what you’ve described, there are two key issues here: the onboarding process being reset due to document verification gaps, and the refund process not being actioned within expected timelines. Both should have been communicated far more clearly and progressed without repeated follow-ups from your side.
To move this forward properly, your refund case needs to be prioritised with Finance and formally tracked against your original cancellation request. This ensures we can confirm the exact status, identify where the delay occurred, and provide you with a definitive outcome instead of further escalation loops.
We want to take ownership of resolving this for you rather than adding more frustration.
Kindly email customer-reviews@webafrica.com
including the review info, a link or image, and your registered Webafrica email address. Once we’ve received all the required details, we’ll verify your information and assist further. Our team aims to respond as soon as possible, with a general turnaround time of up to 24 hours.
Warm regards,
Webafrica Crew
Jean-P made everything easy for me I…
Jean-P made everything easy for me I was struggling to connect with the wifi his assistance was perfect..... he was patient with me..... thanks Jean....
17 April 2026
Unprompted review
Reply from Webafrica
Hey Sinazo.
We’re really glad to hear this, especially knowing you were initially struggling to get connected. Jean-P’s patience and support clearly made a real difference in getting your WiFi up and running smoothly.
We’ll be sure to share this feedback with him. It’s always encouraging when great service is recognised. If you ever need anything else or want help optimising your connection further, we’re here for you.
Warm regards,
Webafrica Crew
WebAfrica: A Masterclass in Organised Chaos
Buckle up buttercups - its going to be a bumpy ride
Let me tell you a little story. A story about hope, betrayal, and a WhatsApp chat that will haunt my dreams.
It started simply enough. I moved house. WebAfrica, bless them, advertises a service where they move your connection with you. Lovely. Except when I asked them to do exactly that, I was told — with what I can only imagine was a straight face — that this isn't actually possible. I would need to cancel and place a brand new order, complete with a new connection fee and startup costs, on top of my monthly. So the "move your connection" service is more of a vibe than a commitment. Duely noted.
Fine. I placed the new order. It took three weeks — February 7th to around the 24th — to get my new place connected. Three weeks. I've seen glaciers move with more urgency. In the meantime, I cancelled the old address connection so I wouldn't be billed for two lines. You can probably see where this is going.
Debit order day arrives and I am charged more than double my monthly amount. Two connections. Both on my name. One of which I had cancelled, was not using, and was not living at. WebAfrica, unbothered, simply debited me for both. When I queried this and asked them to cancel the redundant one, I received confirmation that it had been sorted. Everything was fine! I was naive enough to believe them.
March 31st. Debit order goes off as normal. WebAfrica, for the uninitiated, takes your money at the start of the month and then provides the service — so I paid, the money left my account, we were square. April 9th rolls around and my internet is cancelled. No warning. No explanation. No email. Nothing. Just: gone. I work from home. So this wasn't an inconvenience — this was my income, evaporating.
I reached out to find out what on earth had happened. What followed was one of the most extraordinary customer service experiences of my life, and I say that as someone who once spent 45 minutes on hold with a government department. Their WhatsApp chat — the only meaningful way to reach them — operates on a system where you wait hours for an agent, receive one sentence of information, get transferred to another department, wait hours again, receive another sentence, and then — inevitably — the chat times out because the agent has gone walkabout, and you start from the absolute beginning with a new agent who cannot see your previous conversation because the last agent never gave you a ticket number. Rinse. Repeat. Weep.
I was told, repeatedly, that my matter had been escalated. To this manager. To that brand owner. Very important people, allegedly. When I asked to actually speak to one of these mysterious escalation recipients — you know, someone who might have an answer — I was told no. I could only speak to the agents. The same agents who were escalating things to people I was not permitted to contact. It's a closed loop of incompetence and I genuinely think it might be load-shedding for accountability.
April 13th. Still no internet. Still no explanation. But new information arises: I now need to pay an additional R575 for them to reconnect me. For a service I had already paid for. That they had cancelled. For reasons no one could explain.
Today is April 15th. After not once hearing back from Webafrica or from any of the numerous escalations. I have cancelled everything at the suggestion of friends and family — every connection, every order, every fragile thread of hope I had in this company — and signed up with a new, more reputable and better rated ISP. And WebAfrica, true to form, has one final trick up their sleeve: they are holding my line through Frogfoot. Apparently this is something they can do — legally, apparently — for up to a month. My new ISP has estimated I'll be back online by May 3rd.
May. Third.
I've been without internet since April 9th. I work from home. That's not an inconvenience, that's a hostage situation — and WebAfrica will do (and have done) nothing about it.
If you are considering WebAfrica as your ISP: please. I'm begging you. Go literally anywhere else. Sign up with someone, anyone, who treats service cancellations as something to be explained, who has a support system that doesn't functionally reset every hour, and who does not — when all else fails — hold your line hostage out of what I can only describe as spite.
Screenshots available upon request. I have many.
Yours Kindly
Pissed Off
15 April 2026
Unprompted review
Reply from Webafrica
Hi Christian.
Thank you for sharing your experience in detail. We truly understand the frustration this situation has caused, especially given the impact on your ability to work and the breakdown in communication you’ve described.
For clarity, a cancellation confirmation SMS was sent on 13 April, confirming the instruction was received and processed on our side. At present, the Frogfoot line status is showing as Inactive.
We also want to confirm that we have already escalated your case to the team who manage all line release requests directly with the network provider. They are currently reviewing your request and will provide an update as soon as the release status has been confirmed and actioned.
We understand how important it is to have certainty and timelines in a situation like this, and we are actively pushing for an expedited resolution with the relevant parties.
Warm regards,
Webafrica Crew
Relocation
Although the waiting times can be quite long at times, once you’re connected to an agent, the service is fast, professional, and highly knowledgeable. Jean-Pierre D had me connected within an hour after I moved homes.
13 April 2026
Unprompted review
Reply from Webafrica
Morning Heinrich,
Thank you so much for sharing this; it really means a lot.
We’re glad to hear that once you were connected, the support you received was fast, professional, and knowledgeable. That’s exactly the experience we aim to deliver every time. A big shoutout to Jean-Pierre D for getting you up and running so quickly after your move. We’ll be sure to pass this on.
We also appreciate the honest note on waiting times. That’s something we’re continuously working on to make sure you get the same great support, just faster.
Warm regards,
Webafrica Crew
TERRIBLE DISCUSTING SERVICE BEEN OFF…
Dear Webafrica Support Team,
I am writing to formally lodge a complaint regarding my internet service, which has now been down for 7 consecutive days.
Despite contacting your support team daily, I have not received any meaningful assistance or resolution. Each interaction results in being told that the matter will be “escalated,” yet no progress has been made, and no clear feedback or timelines have been provided.
This level of service is unacceptable. As a paying customer, I rely on a stable internet connection, and this prolonged outage has caused significant inconvenience and disruption.
I request the following as a matter of urgency:
Immediate resolution of the service outage
A clear explanation of the cause of the issue
A firm timeline for restoration (if not yet resolved)
Consideration of compensation or account credit for the period without service
If this matter is not resolved within 24–48 hours, I will have no choice but to escalate my complaint to the relevant regulatory authorities, including the Independent Communications Authority of South Africa (ICASA) and the Internet Service Providers’ Association (ISPA).
Please treat this matter with the urgency it deserves.
Kind regards,TERRIBLE DISCUSTING SERVICE BEEN OFF LINE SINCE LAST WEEK TUESDAY THE 09TH OF APRIL 2026 VUMA CAME AND EXCHANGE THE ONT SAYING ITS AN UPGRADE IN THE AREA EVER SINCE MY INTERNET BEEN OFF WEB AFRICA'S SERVICE HAS GONE DOWN THE GUTTERS NOT TO MENTION WE PAY SO MUCH FOR A SERVICE AND ITS NOT WORKING IM CANCELING AFTER 13 YEARS WITH THEM NO USE BEING A GOOD CUSTOMER TO THEM THEY DO NOT DESERVE TO BE OPERATING THERE FALSE PROMISES DONT DO IT FOR ME
7 April 2026
Unprompted review
Reply from Webafrica
Hello Rosemary.
We hear how upsetting this has been, especially being offline since 9 April after the ONT swap and then not getting the service back up. After 13 years with us, you should feel supported, not left without answers, so we completely understand why this has pushed you to consider cancelling.
We’ve escalated your case to our Retentions team, who will review your account, the ONT upgrade impact, and the outage end-to-end, then contact you directly to guide the next steps and get this resolved as quickly as possible.
While this is being prioritised, a few quick checks can help:
Power cycle the ONT and router (off for 30 seconds, then back on)
Confirm all fibre cables are securely connected and not loose
Check if the ONT lights (PON/LOS) are stable; flashing red usually indicates a line issue
Try connecting via Ethernet to rule out WiFi
Your experience, especially around communication and downtime after the upgrade, is being taken seriously and shared with the relevant teams. We want to get you back online and restore your confidence in the service.
Warm regards,
Webafrica Crew
PATHETIC SERVICE DELIVERY
PATHETIC SERVICE DELIVERY
It has now been 12 days since I requested Webafrica to move an existing fibre line to a new address, and the level of service I have experienced is beyond unacceptable.
I contacted Webafrica on 30th March to relocate an EXISTING fibre connection, yet at no point was I informed that the package I initially selected was NOT AVAILABLE IN MY AREA. This is basic information that should have been communicated upfront, not discovered after the fact — if at all.
To make matters worse, I was DEBITED R479 on 31 March for a service that, to this day, has not been delivered. The only communication I’ve received is a generic “order received” confirmation — no updates, no timelines, no accountability.
Let’s be clear:
* I already have a router
* I have been a Webafrica customer for over a year
* No installation or delivery is required
* This was a simple request to **port an existing line**
Yet somehow, 12 days later, nothing has been done.
We are now well into the month, 13 DAYS INFACT, and I have effectively paid for a service I cannot use. I’ve had to spend additional money out of pocket just to stay connected — all because of Webafrica’s complete FAILURE to act.
The service delivery is so poor that, quite honestly, one would get better efficiency at Home Affairs — and that says everything. At this point, it genuinely feels like I would have a better chance of getting my internet connected if I applied for a job at Webafrica and did it myself.
Billing customers without delivering a service, coupled with zero communication and excessive delays, is ABSOLUTELY PATHETIC. There is no excuse for this level of inefficiency.
I am extremely dissatisfied and would rate this experience a -5 if it were possible. To anyone considering Webafrica: do your research. They will take your money promptly, but delivering the service appears to be optional.
This situation needs to be resolved immediately, along with appropriate compensation for the time and money lost due to your failure to provide service.
12 April 2026
Unprompted review
Reply from Webafrica
Hi Rivaash,
We hear your frustration, and you’re absolutely right to expect clear communication, timely delivery, and accurate billing, especially for a simple line move. This experience is not what we stand for, and we appreciate you bringing it to our attention. We are here for you.
To get this properly investigated and resolved, kindly email customer-reviews@webafrica.com
, including the review info, a link or image, and your registered Webafrica email address. Once we’ve received all the required details, we’ll verify your information and assist further. Our team aims to respond as soon as possible, with a general turnaround time of up to 24 hours.
We’re committed to getting clarity on your order, addressing the delays, and ensuring the right outcome for you.
Warm regards,
Webafrica Crew
I would like to thank JP Du Toit
I would like to thank JP Du Toit, he is the only one that has helped me!!! He is truly a life saver!!! Please make sure that you never lose him, because he most likely the most valuable person at Webafrica!
12 April 2026
Unprompted review
Reply from Webafrica
Hi Nanette,
This is amazing to hear, thank you so much for sharing it with us! We’re absolutely thrilled that JP Du Toit was able to step in and make such a meaningful difference. That kind of support is exactly what we aim for.
We’ll be sure to pass your kind words directly to him and the team. It truly means a lot.
If there’s ever anything else you need, we’re always here for you.
Warm regards,
Webafrica Crew
To be honest there are some challenges…
To be honest there are some challenges I sometimes meet when I have to get help and there is billing challenges I face sometimes but rather than that there are Agents that can resolve problems quickly. I am happy with vuma
10 April 2026
Unprompted review
Reply from Webafrica
Hi Victor.
Thank you for sharing your experience with us. We really appreciate your honest feedback. It’s great to hear that when challenges do come up, there are agents who can step in and resolve things quickly for you. That’s exactly the kind of support we aim to deliver consistently.
We also take note of the billing challenges you’ve experienced. Feedback like this is incredibly valuable as it helps us identify where we can improve the journey and make things smoother and more transparent for you going forward.
We’re also glad to hear you’re happy with Vuma as your network provider. A stable infrastructure paired with responsive support is key to a great experience, and we’re committed to strengthening both sides of that journey.
Thanks again for taking the time to share your thoughts; it genuinely helps us do better.
Warm regards,
Webafrica Crew
I am paying for 60 download and 30…
I am paying for 60 download and 30 upload, however I never get more than 52 download and 27 upload, keep complaining however nothing is done to correct it. Constantly buffering
9 April 2026
Unprompted review
Reply from Webafrica
Hello Mark .
Thanks for sharing this with us. We can understand how frustrating buffering can be, especially when your speeds aren’t quite where you expect them to be. Let’s help you get the best possible performance from your line.
It’s worth noting that speeds are typically delivered on a “best effort” basis, and a slight variance from your package (like 60/30 vs 52/27) can happen due to factors like network overhead, peak-time traffic, or how your devices are connected. That said, buffering shouldn’t be a constant experience, so here are a few practical tips to help improve performance:
1. Use a wired connection where possible
Connecting directly to your router with a LAN cable gives the most stable and accurate speeds, as WiFi can be affected by distance, walls, and interference.
2. Check your router placement
Keep your router in an open, central area of your home. Avoid placing it near thick walls, metal objects, or electronics that can interfere with the signal. This helps your WiFi distribute more evenly.
3. Restart your devices regularly
A quick restart of your router and fibre box can refresh your connection session and clear any minor glitches that may be affecting speed.
4. Limit the number of connected devices
Multiple devices streaming or downloading at the same time can split your bandwidth, which may lead to buffering.
5. Run a speed test correctly
Test using a wired connection, with no other devices using the network, to get a true reflection of your line speed.
If you’re still experiencing issues after trying the above, we’d love to take a closer look for you. You can easily connect with one of our tech support agents via the Webafrica App, and we’ll run checks on your line and help optimise your setup further.
We’re always here and eager to assist you in getting the smooth, reliable experience you signed up for.
Warm regards,
The Webafrica Crew
Awful support
The service I have received from webAfrica has been absolutely terrible.
First, when I asked to move my existing connection to a new address, two products were activated on my account instead — meaning I have been paying double every month for something I never requested.
Then, once that issue was sorted out, which took days, and without any notification of why or when, my service has been cancelled outright, mid-month, for a month I have already paid for.
Now I have to sit and wait on your awful chat service to try and get this rectified — which every single time takes days to resolve and requires being transferred multiple times before the right person is available to help. And that’s if the chat doesn’t time out while I’m on hold, forcing me to start the whole process over again from scratch.
How is any of this acceptable?
9 April 2026
Unprompted review
I placed a new service with webafrica…
I placed a new service with webafrica more than a month ago. They deducted the once off fee. I never got the modem or what ever was needed to activate the service. Nobody contacted me till today to get this sorted. If this is the service for a first time customer then I don't know what the results will be.
5 March 2026
Unprompted review
Reply from Webafrica
Morning Engela.
Thank you for bringing this to our attention. We completely understand how frustrating it must be to have paid the once-off fee for your new service and yet not receive the modem or any contact to get things activated. That’s certainly not the smooth start we want for our first-time customers.
To assist you properly and provide clear feedback on your order status and next steps, we’ll need to securely access your account and order details. Please email us at customer-reviews@webafrica.com with:
Your review details or a screenshot
Your registered Webafrica email address
Once we have this information, our team will review everything thoroughly and get back to you promptly with updates and the actions needed to get your service activated without further delay.
Warm regards,
The Webafrica Crew
Received great service today from Jean-Pierre D, Nolitha F and Zimi K
Received great service today from Jean-Pierre D, Nolitha F and Zimi K. After struggling for 2 weeks to get my internet sorted out and being transferred from one department to another, I eventually gave up and requested cancelation of the service. These 3 people came to the rescue. They were patient, understanding and showed empathy. They were brilliant. Thank you.
8 April 2026
Unprompted review
Reply from Webafrica
HI Gerswine.
This is such a great turnaround to hear about, especially after the two weeks you spent being passed between departments and trying to get things sorted. That kind of back-and-forth can really wear you down, so it’s brilliant that Jean-Pierre D, Nolitha F, and Zimi K stepped in when it mattered most and turned the experience around for you.
The way you’ve described their patience, empathy, and willingness to really help is exactly the kind of support we want every customer to receive from the start. We’ll make sure your feedback is shared with them and their team. It’s recognition like this that reinforces what great service looks like.
If everything is now up and running, you can also use the Webafrica App to keep track of your connection, manage your service, and avoid having to jump between channels in the future. It’s a handy way to stay in control: https://bit.ly/41VSThq
Warm regards,
Webafrica Crew
Router activation
My router is still not activated since I received it. The turnaround time on WhatsApp or even their app is long and the 2 different platforms the agents will give you 2 separate stories . There is no direct line to have this matter resolved urgently. I’m so disappointed 😢 can I have Chaslin from Provision call me back as there seems to be some progress with him
27 March 2026
Unprompted review
Reply from Webafrica
Hi Sharon
We understand how disappointing this has been, especially after receiving your router and still not being connected, along with inconsistent feedback across support channels. That’s not the smooth experience we want for you.
We’ve reached out directly to the team handling all Vumatel service activations. We can also see that one of our agents assisted you yesterday (Ref#WA2269899) and started addressing your query.
To move things forward, we’ve logged an urgent follow-up with the Vumatel activations team. They will review your order and email you with an activation update and next steps ASAP.
If you need anything further in the meantime, please feel free to send us a message, we’re here to help and will make sure you’re supported through to activation.
Warm regards,
Webafrica Crew
Pleasurable experience
My connection experience has been great from the agent who initiated my connection, the one who gave me updates on my router and the one who helped me connect and change my details. Lovely!
7 April 2026
Unprompted review
Reply from Webafrica
Hi Vanessa.
This is so great to hear, thank you for sharing! We’re thrilled that your entire connection journey, from signup to setup, felt smooth and well-supported. It’s exactly the kind of seamless experience we aim to deliver.
We’ll be sure to share your kind words with the team; they’ll really appreciate it.
If you ever need anything else, feel free to pop us a private message; we’re always here to help.
Warm regards,
Webafrica Crew
Worst ISP ever
Problem after problem after problem after problem after problem. Then finale straw another 5 days before activation.
Please note this was just a switch from active line. terrible beyond terrible.
7 April 2026
Unprompted review
Reply from Webafrica
Hi Johan.
We completely understand how frustrating this experience has been, especially with repeated issues and delays on what should have been a simple line switch. Waiting additional days for activation in this situation is far from ideal.
We can see that our agents connected with you earlier today and are assisting you directly (Ref#WA2266645). Your case is being actively handled, and the team is working to move things forward as quickly as possible.
Warm regards,
Webafrica Crew
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