How do I escalate issue with Webafrica?!

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Gerriewl

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Morning MBB people

Does anyone have an email address to escalate an issue I have with Webafrica?

This is regarding billing but turnaround is going on 2 days for a response.

@WebAfrica Helper?

Thanks in advance
 
Everything is an escalation with WebAfrica - seems there's no upper limit to how high they can escalate something. Perhaps consider Hello Peter? That might start some fires.
 
Block E
The Boulevard Office Park
Searle Street
Woodstock

If I stayed in CT, I would go directly to them along with some very choice words. Their "support" is beyond useless.
 
Bursty-dude said:
Block E
The Boulevard Office Park
Searle Street
Woodstock

If I stayed in CT, I would go directly to them along with some very choice words. Their "support" is beyond useless.
Click to expand...

+ 10 wish I lived in CPT just to do that
 
Gerriewl said:
Morning MBB people

Does anyone have an email address to escalate an issue I have with Webafrica?

This is regarding billing but turnaround is going on 2 days for a response.

@WebAfrica Helper?

Thanks in advance
Click to expand...

I will have to agree with you. WebAfrica is pathetic, also logged a call with no feedback. I am thinking of moving to axxess. Does anyone know how the service of axxess is compared to Webafrica?
 
Gerriewl said:
Morning MBB people

Does anyone have an email address to escalate an issue I have with Webafrica?

This is regarding billing but turnaround is going on 2 days for a response.

@WebAfrica Helper?

Thanks in advance
Click to expand...

Hi Gerriewl,

Really sorry to hear you having such a frustrating experience with us. If you requested that a Senior or Manager deal with your query they should have escalated it and I need to apologise if that was not done.

I would like to get our team on it ASAP, can you PM me your customer code or email address and I will get this done.
 
Insint said:
I will have to agree with you. WebAfrica is pathetic, also logged a call with no feedback. I am thinking of moving to axxess. Does anyone know how the service of axxess is compared to Webafrica?
Click to expand...

Hi Insint,

We definitely don't want you to leave at all :( Can you send me a PM with the details around your issue and your account details so I can get this fixed.
 
WebAfrica Helper said:
Hi Gerriewl,

Really sorry to hear you having such a frustrating experience with us. If you requested that a Senior or Manager deal with your query they should have escalated it and I need to apologise if that was not done.

I would like to get our team on it ASAP, can you PM me your customer code or email address and I will get this done.
Click to expand...

Hi

I have been sorted. it is just extremely frustrating to have to phone in to get it sorted when there is a online ticket system.

Regards
 
Gerriewl said:
Hi

I have been sorted. it is just extremely frustrating to have to phone in to get it sorted when there is a online ticket system.

Regards
Click to expand...

Completely understand your point as you should not have to shout and post elsewhere to get your issue resolved. I've passed this onto our customer care manager to review and take up with his team.
 
WebAfrica Helper said:
Hi Insint,

We definitely don't want you to leave at all :( Can you send me a PM with the details around your issue and your account details so I can get this fixed.
Click to expand...

Thanks, WebAfrica Helper glad to see you are back on the forums. You guys have been helping after I called and I received feedback afterwards. So no complains at this stage anymore from me.
 
Guys. The experience I'm having with Webafrica is extremely frustrating. I have placed my fibre order 12 weeks ago, and I do have fibre in my complex. when the installer came through he picked up an error with my address and could not complete the instaltion, that was more than 5 weeks ago, and trying to get feedback from webafrica is impossible. If you call their call centre you must be prepared to wait at least 5 minutes before you can actually speak to someone, then you get promised someone will call you back...they never do. I finaly got hold of an account manager to deal with this...guess what 3 weeks later and not an end in sight, and now I dont even receive a response to my emails. I am now at the point of just cancelling.....
 
Revan said:
Guys. The experience I'm having with Webafrica is extremely frustrating. I have placed my fibre order 12 weeks ago, and I do have fibre in my complex. when the installer came through he picked up an error with my address and could not complete the instaltion, that was more than 5 weeks ago, and trying to get feedback from webafrica is impossible. If you call their call centre you must be prepared to wait at least 5 minutes before you can actually speak to someone, then you get promised someone will call you back...they never do. I finaly got hold of an account manager to deal with this...guess what 3 weeks later and not an end in sight, and now I dont even receive a response to my emails. I am now at the point of just cancelling.....
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Wow, that is just ridiculous. WebAfrica is a joke.

Try contacting the operations manager at [email protected]

According to him, it shouldn't take longer than 6 weeks as per their agreement with Telkom. But it seems if it does go outside of that time frame, they just sit there and do nothing about it.
 
Last edited:
Revan said:
Guys. The experience I'm having with Webafrica is extremely frustrating. I have placed my fibre order 12 weeks ago, and I do have fibre in my complex. when the installer came through he picked up an error with my address and could not complete the instaltion, that was more than 5 weeks ago, and trying to get feedback from webafrica is impossible. If you call their call centre you must be prepared to wait at least 5 minutes before you can actually speak to someone, then you get promised someone will call you back...they never do. I finaly got hold of an account manager to deal with this...guess what 3 weeks later and not an end in sight, and now I dont even receive a response to my emails. I am now at the point of just cancelling.....
Click to expand...

Would hate you to leave us but can understand where you coming from as not receiving great service as. I believe our team has been assisting you with your order.
 
Revan said:
Guys. The experience I'm having with Webafrica is extremely frustrating. I have placed my fibre order 12 weeks ago, and I do have fibre in my complex. when the installer came through he picked up an error with my address and could not complete the instaltion, that was more than 5 weeks ago, and trying to get feedback from webafrica is impossible. If you call their call centre you must be prepared to wait at least 5 minutes before you can actually speak to someone, then you get promised someone will call you back...they never do. I finaly got hold of an account manager to deal with this...guess what 3 weeks later and not an end in sight, and now I dont even receive a response to my emails. I am now at the point of just cancelling.....
Click to expand...

If possible just cancel and go with another provider. Had a similar experience with another provider. Money talks.
 
HeftyCrab said:
If possible just cancel and go with another provider. Had a similar experience with another provider. Money talks.
Click to expand...
Feel the same , considering going to Icasa or some kind of authority.

It takes 5 to 8 calls to sort sumthing out.
They promise they will come back to you amd never do..
Ive been on theire chat , i phoned them even facebook messaging them.

Sit with an issue going on three months now..

I pay for 170 gb and getting capped on 110gb
They are taking my data im paying for.

Then after a long struggle to get hold of then they will only load a 20 gb booster?
Where is my other data?

After that its starts all over trying to get credited

You guys really suck putting the client first.
You suck at communicating with the client
Your support team suck solving problems

Im a I.T profesional work daily with all kinds of different service providers.

In my list getting issues resolved .
Your at the bottom....
 
And 2023, still have the same issues. Ordered a fiber from them, 5 weeks later, still not working or installed properly yet. Have escalated my case like 20 times already, no feedback. They are useless
 
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