If you have already reported a fault to Webafrica, our Fault Management team will keep you updated while the issue is being investigated.
When a fault is logged, you will receive an SMS or WhatsApp confirming that the fault has been sent to the relevant team or fibre network operator for investigation.
What Happens After a Fault Is Logged?
Once your fault has been logged, Webafrica will work with the relevant support team or fibre network operator to investigate the issue.
You do not need to log a new fault for the same issue. Our team will continue to monitor the fault and provide updates while it remains open.
Most faults are resolved within 3 days. Some faults may take longer, depending on the type of issue and whether field work, network repairs, or feedback from the fibre provider is required.
How Often Will I Receive Updates?
While your fault is open, Webafrica aims to update you every 2 to 3 days.
These updates may be sent by SMS, WhatsApp, email, or provided by one of our support agents.
If there is no new update yet, this usually means the fault is still being investigated or we are waiting for feedback from the relevant fibre provider.
When Should I Follow Up?
You should contact Webafrica support if:
- You have not received an update within 2 to 3 days.
- Your service is still not working after being told the fault was resolved.
- You missed a call or message from Webafrica or the fibre provider.
- You need to update your contact details or availability.
- You have new information that may help with the investigation.
- A technician visit was expected but did not take place.
What Details Should I Provide?
When following up, please provide your fault reference number if you have it.
You may also be asked to confirm:
- The Webafrica account holder’s details.
- The affected service address.
- Whether the service is still down.
- Whether your fibre equipment has power.
- Whether any lights on your fibre equipment have changed.
- Your best contact number and availability.
Providing the correct information helps us follow up faster and avoid delays.
Why Some Faults Take Longer
Some faults can be resolved quickly, but others may take longer if the issue needs to be handled by the fibre network operator.
This may happen when:
- A technician needs to visit your property.
- There is a fibre line fault.
- There is damage to network equipment.
- The fibre provider needs to complete repairs.
- Access to the property or complex is required.
- Further testing is needed before the fault can be closed.
If your fault remains unresolved, Webafrica will continue following up and will update you once new feedback is available.
Important
Please avoid logging multiple faults for the same issue. This can make it harder to track the correct fault and may delay the resolution process.
If your issue has changed or you are experiencing a different problem, let our support team know so that we can assist you correctly.