ShaheedLegion
Member
- Joined
- Jul 29, 2014
- Messages
- 25
- Reaction score
- 1
I've opened 4 tickets on the WebAfrica ticket system but I'm thinking of cancelling my line after the struggle I've been through.
2.5 weeks ago, my internet just stopped working. I called their call center and got the usual "we will look into it, please allow 3 days for resolution" BS that they spout.
A few days, and many calls, later - Telkom technicians show up at my house - spouting all kinds of BS about how I shouldn't have extra cable between the router and the wall jack, how the router I have is inferior, how I shouldn't actually have the line speed I have based on my distance from the exchange, how I should consider buying better cables etc. Mind you - my internet was fine, line speed was good, speed tests came back with 94 - 100% speed most of the time.
The Telkom guys "fixed" something and my internet started working, limping, but functional - but they'd killed my telephone jack, so I had internet but no voice line.
I logged another ticket via the call center because I'm paying for a voice line and ADSL, and since the Telkom guys W.A had sent there broke it, I expected them to fix it.
The very next day, the internet was broken again - this time it was apparently due to cable theft.
W.A had me run around calling them each day for over a week to find out when someone would fix it, since I do Systems Administration and Software Development from home and depend on internet to earn my livelihood.
Yet another week had gone by when eventually the internet magically starts working after yet another Telkom technician shows up at my place to "confirm" that the internet line is not functioning correctly.
Surprise surprise, the line which had previously been clocking at 19.2 -> 20MB download speed, is now maxing out at 16.8MB download speeds.
I called the call center to explain, and opened yet another ticket to outline the problem - paying 100% of the cost for 80% of the speed I used to have, and the customer service rep gives me some random totally untrue excuse about how I'm testing my speed using the wrong protocol and tools.
I'd opened about 4 individual tickets on their system and none of them can really be marked as resolved. Their customer service is non-existent and it's starting to feel like their entire Customer Care team has given up completely.
I need to know who on earth I need to speak to to get my tickets escalated.
I've made over 6 calls, and each time I've asked for a credit note, and I've been ignored completely each and every time. Nobody wants to admit fault, and I'm ready to leave W.A behind.
Nobody from retentions has called me - even though I have a ticket open on their system for over a week stating that someone needs to call me - hoping that the retentions department can light a fire under someone to get my problems resolved . . . but no dice.
It's like talking to a brick wall, but an actual brick wall would be a better conversation partner than W.A
You've lost not only a client for life, but each and every chance I get I will recommend a different ISP to my friends and family. I'll keep opening reports on HelloPeter (like the one I have open currently - outlining the situation I'm in) and make 100% sure that nobody I know ever joins your platform.
2.5 weeks ago, my internet just stopped working. I called their call center and got the usual "we will look into it, please allow 3 days for resolution" BS that they spout.
A few days, and many calls, later - Telkom technicians show up at my house - spouting all kinds of BS about how I shouldn't have extra cable between the router and the wall jack, how the router I have is inferior, how I shouldn't actually have the line speed I have based on my distance from the exchange, how I should consider buying better cables etc. Mind you - my internet was fine, line speed was good, speed tests came back with 94 - 100% speed most of the time.
The Telkom guys "fixed" something and my internet started working, limping, but functional - but they'd killed my telephone jack, so I had internet but no voice line.
I logged another ticket via the call center because I'm paying for a voice line and ADSL, and since the Telkom guys W.A had sent there broke it, I expected them to fix it.
The very next day, the internet was broken again - this time it was apparently due to cable theft.
W.A had me run around calling them each day for over a week to find out when someone would fix it, since I do Systems Administration and Software Development from home and depend on internet to earn my livelihood.
Yet another week had gone by when eventually the internet magically starts working after yet another Telkom technician shows up at my place to "confirm" that the internet line is not functioning correctly.
Surprise surprise, the line which had previously been clocking at 19.2 -> 20MB download speed, is now maxing out at 16.8MB download speeds.
I called the call center to explain, and opened yet another ticket to outline the problem - paying 100% of the cost for 80% of the speed I used to have, and the customer service rep gives me some random totally untrue excuse about how I'm testing my speed using the wrong protocol and tools.
I'd opened about 4 individual tickets on their system and none of them can really be marked as resolved. Their customer service is non-existent and it's starting to feel like their entire Customer Care team has given up completely.
I need to know who on earth I need to speak to to get my tickets escalated.
I've made over 6 calls, and each time I've asked for a credit note, and I've been ignored completely each and every time. Nobody wants to admit fault, and I'm ready to leave W.A behind.
Nobody from retentions has called me - even though I have a ticket open on their system for over a week stating that someone needs to call me - hoping that the retentions department can light a fire under someone to get my problems resolved . . . but no dice.
It's like talking to a brick wall, but an actual brick wall would be a better conversation partner than W.A
You've lost not only a client for life, but each and every chance I get I will recommend a different ISP to my friends and family. I'll keep opening reports on HelloPeter (like the one I have open currently - outlining the situation I'm in) and make 100% sure that nobody I know ever joins your platform.
