If you’re reading this then you probably need some help with your internet service.
Luckily for you we have multiple platforms set up to help you out. The better you know them, and how to use them, the faster we can help you.
Webafrica Support Channels Include:
- Support pages
- Network Status Page
- Our helpful Bot , Willie
- Webafrica Blog
- Email support
- Telephone support agents
- Social Media
The support pages
Our support pages are set up to help you help yourself. A lot of the time issues that customers experience can be easily resolved at home if you just know what to look for, and what to do. We have set up our support pages based on the questions you ask us.
The Network Status Page
If your internet is off or intermittent, check the Network Status Page to make sure that there is not an outage or maintenance happening in your area. This page is updated every few hours, based on the information we receive from our underlying infrastructure providers.
Our Webafrica Bot
The Bot, Willie, is there to help you find your way around our support pages. He will send you to the page most likely to help you with your query, based on the keywords you type into the bot. If you feel like a bit of fun, ask him to tell you a story, or ask him who you are, as in, “Who is Bob”. His answers may amuse you. To find Willie, simply visit our support page and click on a subject. He will pop up on your screen.
Check the Blog
If you’re looking for information that’s more general, check the blog. Our blog is often written based on your most frequently asked questions. For example: What is a Traceroute and how is it different from a Ping?
Log a Ticket
If you don’t find the answers you need in our support pages, and Willie can’t help you either, then you will need to log a support ticket. To do this simply visit your customer zone and click the “Support” button in the top menu and fill in the form that pops up. The more detail you can give the team the better.
You can come back here to check on the progress of your ticket and find your ticket. Our system will automatically email you a reference number. Hang onto this for future follow-ups.
If you can’t log into your customer zone, don’t worry. You can email our support team directly at firstname.lastname@example.org.
Give the team as much detail as you possibly can.
For example, If you are having a speed issue send us a screenshot of your speed test. If your internet is off – tell us which lights are shining on your router. Whatever the case may be, the more details we have the faster we can help you. Remember to include your customer code so that we will know who you are.
Our system will automatically email you a reference number. Hang onto this for future follow-ups.
Phoning the Support Team
If you haven’t managed to resolve your query via any of the above platforms, give us a call on 086 000 9500.
Keep your ticket reference number and your customer code handy when you call in, so that we can find your account and help you quickly.
Our support team is available from 08:00 – 20:00 Monday to Saturday, and 10:00 – 20:00 on Sundays and public holidays.
The Social Media Desk
Our social media assistant is available from 08:00 – 16:00, Monday to Friday.
Our social media assistant requires your ticket reference number to be able to help you, so you must log a ticket first. You can send her your ticket and she will follow up with the support team on your behalf.