Common Internet Connection Issues & Solutions

Slow Speeds

Roughly 10% of slow speed complaints are due to physical infrastructure problems; the remaining 90% relate to the router not being able to spread the internet wirelessly throughout your home. To fix this, take a look at the following factors: 


Where you router is situated in your home: 

  • Your Wifi signal is affected by thick walls, fish tanks, pot plants, mirrors, and various other items in your home.
  • For the best speeds and Wifi signal, make sure your devices are in line-of-sight of the router. 
  • It’s a good idea to place your router centrally in your home, or wherever you will be making the most use of your internet.


Size of your home: 

  • If your house is very large or split over multiple levels your router may struggle to transmit the signal evenly throughout your home. 
  • If this is the case we recommend that you invest in a Wifi Extender. Webafrica stocks Airties Wifi extenders, you will  also find some pretty good options at your local PC hardware store. 


Limitations of wireless speeds on your devices: 

  • Not all computers are created to handle high internet speeds. If you find that you get higher speeds on one laptop than another then it is because the device itself has speed limitations. 
  • Needless to say, your higher quality devices (and newer devices) can usually support faster internet speeds. Make sure you take this into consideration when purchasing expensive devices such as laptops, Smart TVs, tablets etc. 


Using the correct channel: 2.4Ghz vs. 5Ghz

  • Your Fibre Wifi has 2 channels: 2.4Ghz and 5Ghz. It’s a good idea to name these differently when you set up your Wifi settings so that you will know which is which.
  • The 5Ghz channel can achieve much faster speeds but it has a short WiFi range - so it will only work well if you are in the same room (or pretty close) to your router.
  • The 2.4Ghz channel is slightly slower, but it has a much wider WiFi  range. So this is the best option if you are in a further situated room from the router.
  • Make sure you remember to switch your wifi channel to what works best for your household


Speed tests

  • If you do need to log a ticket/email us for support  (support@webafrica.co.za) please attach a speed test to your ticket. You can run a speed test here. 
  • Take a screenshot of your results and attach it to your ticket/email. This will help us to isolate the cause of the speed issue and respond with the best way forward to get it fixed as soon as possible.


Pro Tip: Make sure you turn off all other open connections, tabs and devices while you run your speed test. If you can, connect your laptop to the router via a standard yellow LAN cable (Ethernet) to run the test, rather than running it over WiFi,as this will give a clearer indication of the actual speed and easily isolate which of the devices might be  contributing to the speed issue. 



No Connection 

If your internet is not working at all.


No Internet connection 

  • There are many moving parts in providing Fibre to the Home and unfortunately no connection can happens. If your Fibre box (ONT) and router are powered up (the power lights are both green) but there is a red light on either the ONT(fibre unit) or your router- to help, please reboot your your computer, router and fibre unit.
  • Simply turn them off,  wait a full 30 seconds - and then turn them back on again. Wait for all the lights to stabilize.
  • Your connection should reboot within a minute or two of turning them back on. 
  • If the problem persists, please log a support ticket (email support@webafrica.co.za) with our support teams, Please include your profile details and if possible -  images of the lights showing on each device. This assists the techs assigned to your ticket, to find the issue just by looking at the light colors on the devices and whether they on or not.


Scheduled Fibre Maintenance

  • The underlying infrastructure providers occasionally need to do scheduled maintenance on the fibre lines. The moment we receive any form of engineer feedback, we make sure our Network Status page is  updated to keep you as informed as we are on the progress.


Outages 

  • There are times that the underlying infrastructure providers experience fibre breaks. They will provide us with all outage detail, affected areas as well as action taken to fix the issue .
  • You can find out about any outages in your area on our Network Status Page. We update it every few hours with any feedback we receive from our underlying providers. 



Contacting Support 

For your convenience, we have a variety of support options available to our customers. 


Whatsapp:

We have a super handy automated Whatsapp support line. 

To use it, add the number 086 000 9500 to your contacts as “Webafrica Whatsapp”.

Open your Whatsapp, search for the contact, and pop us a message. The bot who runs our Whatsapp is called “Willie” and he’s available 24/7. Not only can Willie direct you to useful troubleshooting articles, but he can also tell you if there are any outages.

If you contact “Willie” during our usual support hours, you can also opt to speak with a real support agent.


Email Tickets:

You can log a support ticket directly in your customer zone, or email the team at support@webafrica.com. If you send a direct email please remember to include your customer code and as much detail as you can about the issue you’re experiencing so that we know who you are and how to help you.


Call Us:

If all else fails, pick up the phone and call us on 086 000 9500 available Mon-Sun 8am to 8pm. 


speed test here.

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