Another bad WebAfrica service experience
Att: WebAfrica Helper
I've been a client of yours for close on 9 years. What the hell has happened to your service?
The feedback you've been receiving on this forum just over the last couple of months is telling:
http://mybroadband.co.za/vb/showthread.php/829137-Webafrica-Billing-rubbish-service
http://mybroadband.co.za/vb/showthread.php/831248-ATTENTION-gt-WebAfrica-Helper
http://mybroadband.co.za/vb/showthread.php/826069-WebAfrica-social-media
http://mybroadband.co.za/vb/showthread.php/827343-WebAfrica
http://mybroadband.co.za/vb/showthread.php/823037-Webafrica-Is-this-e-mail-style-annoying
Your rating on hellopeter and the fact that you don't respond is telling:
https://hellopeter.com/webafrica/
How you market yourself vs. reality is telling:
The words "excellent" and "professional" are liberally peppered throughout your marketing material in
relation to customer service/support.
I ask that you prove it to me.
My story:
I moved into a new place at the end of July. Around mid-July I opened a ticket about moving my ADSL line.
I was told "no problem, Telkom usually gets back to you closer to the move date" as I had already requested
a transfer of the line from Telkom directly. You asked for my reference no. from Telkom which I gave to you.
This initial feedback was good, although I had to go looking for your response in the client zone because I
never received any email updates on that ticket. That's another story, but also indicative of the fact
that something is broken as well as the general attitude towards issues. I notified you about it, and was
asked if perhaps it had landed in spam. No, it didn't and I continue to receive billing and marketing emails
from you just fine. The ticket wasn't about that and I wanted to keep it focused on the line move so I
didn't bring it up again and continued to check for updates through the client zone occasionally (till the
conclusion of this story).
Some time later, before the end of July, I enquired about what was happening, that I was concerned because
the Telkom ADSL checker site told me there are no open ports at my new address, that there is a waiting list
of at least 18 people, can you give me any more information? Response: "yes we'll make sure it gets sorted
and check on port availability and let you know".
Some time later, still before the end of July, I enquired about what was happening. Said that I was
concerned because of the 30 day notice period, don't want to have to cancel everything.
Response: "escalating to manager/Telkom rep, don't worry we won't charge you".
Some time later, still before the end of July, I enquired about what was happening. Told you I had been
charged for August and asked you to reverse it. It gets credited to my account, you keep my money.
Some time later, I think a day or two before the end of July, I phone to enquire about what is happening.
Are you seeing a pattern yet? Like drawing water from a rock. No feedback on the ticket unless I asked.
On the phone you tell me nothing has changed, "still waiting on Telkom". I say "what a pity, I'll have to
cancel everything so that I don't get billed for September as well". Response: "no no no, please just phone
Telkom and enquire with them directly". Now I'm doing your job for you. You know, the thing I pay you for,
managing my line. But OK, maybe you need me to put extra pressure on Telkom. I call them and ask what's
going on. The friendly rep tells me her system shows my move order as still being with "the office", or
something along those lines, that they can't/haven't actioned anything because there is no infrastructure
(I take this to mean ports) available. She says she is going to try and find out more for me by contacting
someone else and puts me on hold.
By now I've gotten more information from Telkom in a single phone call and by using their web site than
over the entire time I've been in contact with WA.
The call with Telkom drops while I'm still holding.
I call back, unfortunately there is no way to get connected back to the same rep. Somehow, magically and
mysteriously, this new rep tells me my move date is confirmed for August 1st. I double check, say that
just now I was told something different. "Yes it's confirmed", I'm told.
Later I think to myself: "How did that happen? Did someone at WA phone their contact at Telkom and
pressure them to give me a date so that I wouldn't cancel?" (Something I'm fully aware will never be
admitted to nor proven, should it be true).
Cool.. weird but cool, seems like all is sorted despite my concerns. I update the ticket with the
information about the call, point out the conflicting information. Response: "we're sure they will move your
line on the 1st".
August 1st comes and goes. Nothing happens. I call Telkom directly. My move order is back to "no
infrastructure". They can't explain how I had a confirmed date and then didn't anymore. They can't tell
me when infrastructure will be extended/available. I'm not terribly surprised as I know they've started
rolling out fibre in my new suburb and probably won't invest in their ADSL infrastructure there further.
I update the ticket with this information. Response: "oh yeah, oops, looks like there are no ports, all
you can do is wait, bummer". I let out a long drawn-out sigh.
Today is the 25th of August. Since the beginning of the month I've checked on the ticket once or twice,
unsurprisingly there was absolutely no feedback from you. When I checked yesterday, my ticket was gone.
Just gone. Poof. Does someone in your support department think this issue is closed? With my line being
in limbo (Telkom have since disconnected at the old address)? Without even asking me?
Now I've been billed by you for September too. Telkom, on the other hand and to my surprise, have managed to
not bill me. Again they're winning.
I decide to check on fibre again through your site. "Oh yay, they're accepting pre-orders now for my
suburb", I think to myself. "Let's forget about the pain of this ADSL move and go with fibre".
I opt for the live chat. Say that my ticket is gone, wtf, but can we just forget about the ADSL and
pre-order the fibre.
WA: "There is a 6+ month waiting period on fibre pre-orders".
Me: "What does that even mean, why then can I pre-order? Does it mean that in my area specifically I will
have to wait that long?"
WA: "No it's for the country. Once fibre is available in your area it will take up to 8 weeks to have it
installed at your address."
What does THAT mean? Why is it so difficult to give me a clear, HONEST answer? I don't expect you to perform
miracles... just tell me the facts. Do you even want my business?
I didn't say that last part, I just quit the chat, infuriated. I know for a fact that Telkom is busy
installing fibre here. Do you want to keep me as a customer, or not? Fix this and I might consider not
cancelling everything. I want my money back too - for the service I haven't received.
I apologise for the essay, but this was the only way to really convey the epicness of this fail.
Att: WebAfrica Helper
I've been a client of yours for close on 9 years. What the hell has happened to your service?
The feedback you've been receiving on this forum just over the last couple of months is telling:
http://mybroadband.co.za/vb/showthread.php/829137-Webafrica-Billing-rubbish-service
http://mybroadband.co.za/vb/showthread.php/831248-ATTENTION-gt-WebAfrica-Helper
http://mybroadband.co.za/vb/showthread.php/826069-WebAfrica-social-media
http://mybroadband.co.za/vb/showthread.php/827343-WebAfrica
http://mybroadband.co.za/vb/showthread.php/823037-Webafrica-Is-this-e-mail-style-annoying
Your rating on hellopeter and the fact that you don't respond is telling:
https://hellopeter.com/webafrica/
How you market yourself vs. reality is telling:
The words "excellent" and "professional" are liberally peppered throughout your marketing material in
relation to customer service/support.
I ask that you prove it to me.
My story:
I moved into a new place at the end of July. Around mid-July I opened a ticket about moving my ADSL line.
I was told "no problem, Telkom usually gets back to you closer to the move date" as I had already requested
a transfer of the line from Telkom directly. You asked for my reference no. from Telkom which I gave to you.
This initial feedback was good, although I had to go looking for your response in the client zone because I
never received any email updates on that ticket. That's another story, but also indicative of the fact
that something is broken as well as the general attitude towards issues. I notified you about it, and was
asked if perhaps it had landed in spam. No, it didn't and I continue to receive billing and marketing emails
from you just fine. The ticket wasn't about that and I wanted to keep it focused on the line move so I
didn't bring it up again and continued to check for updates through the client zone occasionally (till the
conclusion of this story).
Some time later, before the end of July, I enquired about what was happening, that I was concerned because
the Telkom ADSL checker site told me there are no open ports at my new address, that there is a waiting list
of at least 18 people, can you give me any more information? Response: "yes we'll make sure it gets sorted
and check on port availability and let you know".
Some time later, still before the end of July, I enquired about what was happening. Said that I was
concerned because of the 30 day notice period, don't want to have to cancel everything.
Response: "escalating to manager/Telkom rep, don't worry we won't charge you".
Some time later, still before the end of July, I enquired about what was happening. Told you I had been
charged for August and asked you to reverse it. It gets credited to my account, you keep my money.
Some time later, I think a day or two before the end of July, I phone to enquire about what is happening.
Are you seeing a pattern yet? Like drawing water from a rock. No feedback on the ticket unless I asked.
On the phone you tell me nothing has changed, "still waiting on Telkom". I say "what a pity, I'll have to
cancel everything so that I don't get billed for September as well". Response: "no no no, please just phone
Telkom and enquire with them directly". Now I'm doing your job for you. You know, the thing I pay you for,
managing my line. But OK, maybe you need me to put extra pressure on Telkom. I call them and ask what's
going on. The friendly rep tells me her system shows my move order as still being with "the office", or
something along those lines, that they can't/haven't actioned anything because there is no infrastructure
(I take this to mean ports) available. She says she is going to try and find out more for me by contacting
someone else and puts me on hold.
By now I've gotten more information from Telkom in a single phone call and by using their web site than
over the entire time I've been in contact with WA.
The call with Telkom drops while I'm still holding.
I call back, unfortunately there is no way to get connected back to the same rep. Somehow, magically and
mysteriously, this new rep tells me my move date is confirmed for August 1st. I double check, say that
just now I was told something different. "Yes it's confirmed", I'm told.
Later I think to myself: "How did that happen? Did someone at WA phone their contact at Telkom and
pressure them to give me a date so that I wouldn't cancel?" (Something I'm fully aware will never be
admitted to nor proven, should it be true).
Cool.. weird but cool, seems like all is sorted despite my concerns. I update the ticket with the
information about the call, point out the conflicting information. Response: "we're sure they will move your
line on the 1st".
August 1st comes and goes. Nothing happens. I call Telkom directly. My move order is back to "no
infrastructure". They can't explain how I had a confirmed date and then didn't anymore. They can't tell
me when infrastructure will be extended/available. I'm not terribly surprised as I know they've started
rolling out fibre in my new suburb and probably won't invest in their ADSL infrastructure there further.
I update the ticket with this information. Response: "oh yeah, oops, looks like there are no ports, all
you can do is wait, bummer". I let out a long drawn-out sigh.
Today is the 25th of August. Since the beginning of the month I've checked on the ticket once or twice,
unsurprisingly there was absolutely no feedback from you. When I checked yesterday, my ticket was gone.
Just gone. Poof. Does someone in your support department think this issue is closed? With my line being
in limbo (Telkom have since disconnected at the old address)? Without even asking me?
Now I've been billed by you for September too. Telkom, on the other hand and to my surprise, have managed to
not bill me. Again they're winning.
I decide to check on fibre again through your site. "Oh yay, they're accepting pre-orders now for my
suburb", I think to myself. "Let's forget about the pain of this ADSL move and go with fibre".
I opt for the live chat. Say that my ticket is gone, wtf, but can we just forget about the ADSL and
pre-order the fibre.
WA: "There is a 6+ month waiting period on fibre pre-orders".
Me: "What does that even mean, why then can I pre-order? Does it mean that in my area specifically I will
have to wait that long?"
WA: "No it's for the country. Once fibre is available in your area it will take up to 8 weeks to have it
installed at your address."
What does THAT mean? Why is it so difficult to give me a clear, HONEST answer? I don't expect you to perform
miracles... just tell me the facts. Do you even want my business?
I didn't say that last part, I just quit the chat, infuriated. I know for a fact that Telkom is busy
installing fibre here. Do you want to keep me as a customer, or not? Fix this and I might consider not
cancelling everything. I want my money back too - for the service I haven't received.
I apologise for the essay, but this was the only way to really convey the epicness of this fail.
Last edited:
We've dropped the ball on numerous occasions and can completely understand why you are so furious. Once your order was placed our team should have followed up on this and provided you with constant feedback you should have never needed to call us.