Bitco to Webafrica Migration

[Exploit]

Hey guys,

I've been migrated from Bitco to Webafrica.

It seems the FTTH side of Bitco was all handed over to Webafrica.

I had a static IP with Bitco and this changed now which is fine, I got a different static IP.

Problem is I'm not getting my full line speed(getting 200down and 40up), I tried my Zyxel router and I setup a Ubiquity Edge max router, both get my static IP but if I plug in my PC directly to the ONT and dial pppoe from my PC I get a different IP and my full line speed(200
up and down)

I've been struggling with them since Wednesday to get this sorted, The first rep I spoke to was helpful and I've followed his steps to get it going but to no avail, I then upgraded the line from 200Mb/s to 1Gb/s in hopes it will somehow fix it on their side since it's only R200 difference to get my line from 200MB -> 1GB.

This resulted in me getting 160 down and 140 up (I get the 1GB if I plug my pc directly to the ONT and dial pppoe)

Port speed from router to ONT is 1000/1000 and from router to PC is also 1000/1000

Jump on with support again and I'm just taken through the frustrating 1st line steps over and over again and being told it's being escalated to 'tier 2'


I've seen a few threads on here with complaints of Webafica , colleagues of mine at work are also complaining about them.
International peering, Youtube/Twitch streams is also terrible, Teams calls will just drop randomly.

I've not been given a choice of which ISP to migrate to, do I have any recourse/able to get a refund and move to another ISP like Cool Ideas?

Any PPPoE settings I can change to get the dynamic IP and my full speed(What I got on my PC but on the router)?

The geolocation of my IP is also in Durban, It seems to be some reused ADSL IP, Although not really an issue, stuff that depends on geolocation picks me up in Durban, like speedtest.net(have to manually pick a server in CPT)/news/game chats.

Attached support logs.

I'm definitely moving away from them at the end of the month just due to the fact their support is completely incompetent or I'm just expecting too much.

Thoughts?

 

[PBCool]

They've allocated you to the incorrect package, you should have communications around the migration.

 

[Exploit]

I have, what about it?

How does it resolve my issues?

How does support not pick up that I've been allocated the incorrect package for the 3 days I've been sitting on WhatsApp with them?

When will "tier 2" finally get back to me?

I fail to understand that if I do in fact have the incorrect package, how come I get my full speed when I get allocated a different IP?

This is mostly direct at WA not you PBCool

 

[Exploit]

@WebAfrica Helper

 

[PBCool]

I have, what about it?

How does it resolve my issues?

How does support not pick up that I've been allocated the incorrect package for the 3 days I've been sitting on WhatsApp with them?

When will "tier 2" finally get back to me?

I fail to understand that if I do in fact have the incorrect package, how come I get my full speed when I get allocated a different IP?

This is mostly direct at WA not you PBCool
View attachment 1282422View attachment 1282428

If the package was a direct migration IE no changes then support needs to fix as you say. Interestingly the only alternative package they have is a 200/15

 

[Exploit]

Yeah, already put my cancelation in, I'll be joining you guys END of May Which I see as unfair as I wasn't given a choice of who to migrate to and just be subjected to WA's terms of service, not sure of the legalities there~

Also you'd think this promo would apply~


Since I'm "new"

 

[Exploit]

And of course I wake up to no internet

 

[PBCool]

And of course I wake up to no internetView attachment 1282754

Oh no