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Load-Shedding / Eskom Power Outages and your Internet

We are experiencing several issues due to Eskom’s load-shedding. If you have been affected by load shedding, please read this carefully.

Once power returns, it can take up to 2 hours for the network to normalize and your connectivity to be restored.

You may experience any of the following issues due to load shedding, even after your electricity has been restored:

No power to Fibre ONT device / Red lights on the Fibre ONT box

This can take an additional hour or two to be fully restored.

This is because every connected home in your area is trying to reconnect at the same time – which causes a bottleneck effect on the local networks.

The orange/red light on your router

This means the router was reset and will need to be reconfigured.

Please contact our technical support team on WhatsApp as we will have to help you with this.

Your router does not switch on AT ALL (NO lights) 

(If the electricity is back on, but your router won’t switch on again at all, even after a few hours, and there are NO LIGHTS displayed) 

This means it’s probably blown due to extreme power fluctuations. Message us via WhatsApp and we’ll replace your router as quickly as possible (provided you are using one of our Webafrica Free-to-Use routers). 

If you reside in JHB, PTA, DBN, CPT: Please have your “Eskomed” router ready for collection when the driver drops off your replacement router.

For all other areas, your router will be couriered and may incur a delivery fee, and you will need to courier the broken one back to us. 

How to contact Webafrica via Whatsapp Live Chat: 

  • To contact us via WhatsApp, please click here to be connected to an agent for faster turnaround times.
  • Send us a Whatsapp to start the conversation. You will receive any relevant information to outages affecting you/your area, as well as information on an ongoing fault.
  • If at any time you need to leave the chat before assistance, follow the prompts for a chat callback and one of us will get back to you as soon as possible.
  • WhatsApp support hours are weekdays between 7 am and 9 pm; weekends and public holidays, 8 am to 6 pm.

We apologize for the inconvenience and thank you for your patience as we all work towards a sustainable resolution to the load shedding issue.

Please note: All Webafrica deals and packages are subject to change without notification. These include our terms and conditions as it relates to costs and deal/package structures for all of our service providers.

Updated on September 4, 2020

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