Installing Telkom FTTH through WebAfrica

Hi
Went the webafrica route
Pathetic
No replys etc
Ordered with ispAfrika great service
garth
 
My experience so far with Webafrica:

18 Aug - called Webafrica to place order. Was advised 4-8 week wait for Telkom to install
22 Aug - emailed helpdesk as I had not received Telkom order number yet
23 Aug - received response with Telkom order number. Tracked on Telkom app, says "order is currently being processed" since 19 Aug
24 Aug - receive call from Telkom advising their technicians will arrive 25th Aug to install line
25 Aug - Telkom never arrive
26 Aug - Telkom call asking if the line installation was completed yesterday. They then advise that a team will be out on Monday to install (not holding my breath).

Will update on Monday if Telkom actually come out this time.
 
Covertops said:
My experience so far with Webafrica:

18 Aug - called Webafrica to place order. Was advised 4-8 week wait for Telkom to install
22 Aug - emailed helpdesk as I had not received Telkom order number yet
23 Aug - received response with Telkom order number. Tracked on Telkom app, says "order is currently being processed" since 19 Aug
24 Aug - receive call from Telkom advising their technicians will arrive 25th Aug to install line
25 Aug - Telkom never arrive
26 Aug - Telkom call asking if the line installation was completed yesterday. They then advise that a team will be out on Monday to install (not holding my breath).

Will update on Monday if Telkom actually come out this time.
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I am glad for your part that your order has progressed so far, Covertops. But I think it is absolute rubbish on WA's part. I placed my fibre order on 12 July and I haven't even received an order number, in spite of nagging them for information. What gives?!
 
Pianoman said:
I am glad for your part that your order has progressed so far, Covertops. But I think it is absolute rubbish on WA's part. I placed my fibre order on 12 July and I haven't even received an order number, in spite of nagging them for information. What gives?!
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Hmm could it have something to do with your area? Maybe Telkom assign technicians for each area and there is a backlog by your side?

Until they have actually installed I'm not even getting my hopes up, on Monday they could very well be no shows again.
 
Covertops said:
Hmm could it have something to do with your area? Maybe Telkom assign technicians for each area and there is a backlog by your side?

Until they have actually installed I'm not even getting my hopes up, on Monday they could very well be no shows again.
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It could be, but at this point I am not even sure that my order is with Telkom. What area are you in, if I may ask?
 
Pianoman said:
It could be, but at this point I am not even sure that my order is with Telkom. What area are you in, if I may ask?
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I am in Moreletapark.

I suggest you log a ticket with Webafrica asking for your order number and status of your order. They got back to me within a few hours and said they didn't have an order number yet. I requested that it be escalated and within 24 hrs they had gotten back to me with the order number which seems was created by Telkom the day after I placed my order with Webafrica.

Then use the Telkom app to track the status, it doesn't work for me on the website for some reason.

I hope you come right and they get your installation done soon!
 
Covertops said:
I am in Moreletapark.

I suggest you log a ticket with Webafrica asking for your order number and status of your order. They got back to me within a few hours and said they didn't have an order number yet. I requested that it be escalated and within 24 hrs they had gotten back to me with the order number which seems was created by Telkom the day after I placed my order with Webafrica.

Then use the Telkom app to track the status, it doesn't work for me on the website for some reason.

I hope you come right and they get your installation done soon!
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I'm in Pretoria East as well - Groenkloof.

I've created several tickets but they aren't responding anymore. And I really was careful not to come across as rude so I don't understand. Oh well, I guess I'll try the next ISP.
 
Pianoman said:
I'm in Pretoria East as well - Groenkloof.

I've created several tickets but they aren't responding anymore. And I really was careful not to come across as rude so I don't understand. Oh well, I guess I'll try the next ISP.
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Hard luck man - I am usually the one in your position. Apparently ISPAfrika are quote good, maybe give them a try.
 
I posted this on broadband thread today, but I think it is directly applicable to this thread.

"I applied telephonically six weeks ago to Webafrica for a fibre connection at my new office. Telkom is the fibre provider in my building, but I wanted to go through Webafrica as they have managed my other lines and internet.

Six weeks have passed and I still have no fibre connection, even though all the other tenants in my building are using fibre through Telkom. It is almost impossible to get through to Webafrica telephonically and they don't reply to emails.

They used to be very helpful but are now almost useless in their support. I think they have got too big for their boots and don't care about existing clients who have been with them for a very long time.

I wish I had never applied for the fibre through Webafrica. I'm sure going through Telkom direct would have had a better outcome and at least I would have had a reference number to chase up.

Useless, useless, useless Webafrica support and client retention."
 
MarkF1 said:
I posted this on broadband thread today, but I think it is directly applicable to this thread.

"I applied telephonically six weeks ago to Webafrica for a fibre connection at my new office. Telkom is the fibre provider in my building, but I wanted to go through Webafrica as they have managed my other lines and internet.

Six weeks have passed and I still have no fibre connection, even though all the other tenants in my building are using fibre through Telkom. It is almost impossible to get through to Webafrica telephonically and they don't reply to emails.

They used to be very helpful but are now almost useless in their support. I think they have got too big for their boots and don't care about existing clients who have been with them for a very long time.

I wish I had never applied for the fibre through Webafrica. I'm sure going through Telkom direct would have had a better outcome and at least I would have had a reference number to chase up.

Useless, useless, useless Webafrica support and client retention."
Click to expand...

Hi MarkF1,

Has our team called you with an update yet? We are working on improving our fibre order process mostly on the Openserve orders as its been most troublesome. We are in talks with Openserve to try and get better feedback as well as installation times so we should see a nice improvement soon.

If our team has not given you feedback, please drop me a PM with your account details.

Thanks
 
MarkF1 said:
I posted this on broadband thread today, but I think it is directly applicable to this thread.

"I applied telephonically six weeks ago to Webafrica for a fibre connection at my new office. Telkom is the fibre provider in my building, but I wanted to go through Webafrica as they have managed my other lines and internet.

Six weeks have passed and I still have no fibre connection, even though all the other tenants in my building are using fibre through Telkom. It is almost impossible to get through to Webafrica telephonically and they don't reply to emails.

They used to be very helpful but are now almost useless in their support. I think they have got too big for their boots and don't care about existing clients who have been with them for a very long time.

I wish I had never applied for the fibre through Webafrica. I'm sure going through Telkom direct would have had a better outcome and at least I would have had a reference number to chase up.

Useless, useless, useless Webafrica support and client retention."
Click to expand...

Just by reading this forum, it should be clear WebAfrica don't know the difference between Fibre and ADSL. Don't use them. Ever
 
Covertops said:
My experience so far with Webafrica:

18 Aug - called Webafrica to place order. Was advised 4-8 week wait for Telkom to install
22 Aug - emailed helpdesk as I had not received Telkom order number yet
23 Aug - received response with Telkom order number. Tracked on Telkom app, says "order is currently being processed" since 19 Aug
24 Aug - receive call from Telkom advising their technicians will arrive 25th Aug to install line
25 Aug - Telkom never arrive
26 Aug - Telkom call asking if the line installation was completed yesterday. They then advise that a team will be out on Monday to install (not holding my breath).

Will update on Monday if Telkom actually come out this time.
Click to expand...

To anyone interested, an update on my experience with Webafrica:

29 Aug - Telkom come out to install and say they need to trench and will log a ticket for the trenching team
30 Aug - 5 Sep - No news
6 - 8 Sep - Telkom spend 3 days trenching and laying fibre into my house
9 Sep - Webafrica technician arrives and installs router, fully connected. 38.5mbps download, 18.5mbps upload so far on a 40mbps account.

It seems I have had better luck than some on here. I'm not sure if it helped but I logged tickets and called Webafrica every couple of days to get updates and try speed things up. So far would defeinitely recommend them to others.
 
It's going on 9 weeks since I placed my fibre order with WebAfrica and I'm again unable to get an update on my order.
 
Pianoman said:
It's going on 9 weeks since I placed my fibre order with WebAfrica and I'm again unable to get an update on my order.
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Looks like I'm possibly going the same route. Getting somewhat annoyed now to be honest. Sick of wasting money on 3G that's unstable as heck.
 
Defirence680 said:
Looks like I'm possibly going the same route. Getting somewhat annoyed now to be honest. Sick of wasting money on 3G that's unstable as heck.
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You should really try to get hold of somebody at WA (I've had success by sending WebAfrica Helper a PM). I was phoned on Friday by an operations manager. He said that 9 weeks is unusually long and that he would check to see what the hold up is with Telkom. So I think it might help to nag WA to check in with Telkom.

That said, he still hasn't got back to me so I'm thinking I'll try Axxess next. From what I've read, their customer service is a lot better and I'm fed up with the lack of communication.
 
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Pianoman said:
You should really try to get hold of somebody at WA (I've had success by sending WebAfrica Helper a PM). I was phoned on Friday by an operations manager. He said that 9 weeks is unusually long and that he would check to see what the hold up is with Telkom. So I think it might help to nag WA to check in with Telkom.

That said, he still hasn't got back to me so I'm thinking I'll try Axxess next. From what I've read, their customer service is a lot better and I'm fed up with the lack of communication.
Click to expand...

Telkom literally just phoned me and confirmed for the 19th, now I have to *****ing re-schedule because these salty c*nts at work won't approve my damn leave. Grrrr.
 
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