{"id":1499,"date":"2026-05-28T12:32:12","date_gmt":"2026-05-28T12:32:12","guid":{"rendered":"https:\/\/knowledge.webafrica.co.za\/?post_type=ht_kb&#038;p=1499"},"modified":"2026-05-28T12:32:12","modified_gmt":"2026-05-28T12:32:12","slug":"how-to-follow-up-on-a-fault","status":"publish","type":"ht_kb","link":"https:\/\/knowledge.webafrica.co.za\/index.php\/knowledge-base\/how-to-follow-up-on-a-fault\/","title":{"rendered":"How to Follow Up on a Fault"},"content":{"rendered":"\n<p>If you have already reported a fault to Webafrica, our Fault Management team will keep you updated while the issue is being investigated.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What Happens After a Fault Is Logged?<\/h2>\n\n\n\n<p>Once your fault has been logged, Webafrica will work with the relevant support team or fibre network operator to investigate the issue.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How Often Will I Receive Updates?<\/h2>\n\n\n\n<p>While your fault is open, Webafrica aims to update you every 2 to 3 days.<\/p>\n\n\n\n<p>These updates may be sent by SMS, WhatsApp, email, or provided by one of our support agents.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">When Should I Follow Up?<\/h2>\n\n\n\n<p>You should contact Webafrica support if:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You have not received an update within 2 to 3 days.<\/li>\n\n\n\n<li>Your service is still not working after being told the fault was resolved.<\/li>\n\n\n\n<li>You missed a call or message from Webafrica or the fibre provider.<\/li>\n\n\n\n<li>You need to update your contact details or availability.<\/li>\n\n\n\n<li>You have new information that may help with the investigation.<\/li>\n\n\n\n<li>A technician visit was expected but did not take place.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">What Details Should I Provide?<\/h2>\n\n\n\n<p>When following up, please provide your fault reference number if you have it.<\/p>\n\n\n\n<p>You may also be asked to confirm:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The Webafrica account holder\u2019s details.<\/li>\n\n\n\n<li>The affected service address.<\/li>\n\n\n\n<li>Whether the service is still down.<\/li>\n\n\n\n<li>Whether your fibre equipment has power.<\/li>\n\n\n\n<li>Whether any lights on your fibre equipment have changed.<\/li>\n\n\n\n<li>Your best contact number and availability.<\/li>\n<\/ul>\n\n\n\n<p>Providing the correct information helps us follow up faster and avoid delays.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why Some Faults Take Longer<\/h2>\n\n\n\n<p>Some faults can be resolved quickly, but others may take longer if the issue needs to be handled by the fibre network operator.<\/p>\n\n\n\n<p>This may happen when:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A technician needs to visit your property.<\/li>\n\n\n\n<li>There is a fibre line fault.<\/li>\n\n\n\n<li>There is damage to network equipment.<\/li>\n\n\n\n<li>The fibre provider needs to complete repairs.<\/li>\n\n\n\n<li>Access to the property or complex is required.<\/li>\n\n\n\n<li>Further testing is needed before the fault can be closed.<\/li>\n<\/ul>\n\n\n\n<p>If your fault remains unresolved, Webafrica will continue following up and will update you once new feedback is available.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Important<\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>If your issue has changed or you are experiencing a different problem, let our support team know so that we can assist you correctly.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>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&#8230;<\/p>\n","protected":false},"author":2,"template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[],"ht-kb-tag":[],"class_list":["post-1499","ht_kb","type-ht_kb","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Fault Follow-Up and Updates | Webafrica<\/title>\n<meta name=\"description\" content=\"Learn how Webafrica keeps you updated after a fault is logged, how often you can expect feedback, and when to follow up with support.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/knowledge.webafrica.co.za\/index.php\/knowledge-base\/how-to-follow-up-on-a-fault\/\" \/>\n<meta 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