Installing Telkom FTTH through WebAfrica

Bighit said:
Any movement?
Click to expand...

Not yet but I think it shouldn't be long now.

I applied through Axxess on 13 September. They provided me with a Telkom order number as well as an ETA of 17 October. Waiting now to hear from them about further updates. Telkom have been very busy the past two weeks or so in the complex so hopefully it won't be long...

All of this is more than what WA could muster. After 14 weeks they still haven't given me an order number. I actually sent an email requesting they cancel my order at the time that I went with Axxess since their lack of communication is totally unacceptable. It seems they still haven't read the email and the order is still listed in my client dashboard, but that's not my problem.

Even if WebAfrica could have the line installed today, there's not a chance I would go with them. Their customer service has been consistently appalling. They dont reply to tickets, emails, or call you back as promised. Imagine the frustration if there were a line fault and you had to get WA to sort it out...

WebAfrica can stuff it.
 
Pianoman said:
Not yet but I think it shouldn't be long now.

I applied through Axxess on 13 September. They provided me with a Telkom order number as well as an ETA of 17 October. Waiting now to hear from them about further updates. Telkom have been very busy the past two weeks or so in the complex so hopefully it won't be long...

All of this is more than what WA could muster. After 14 weeks they still haven't given me an order number. I actually sent an email requesting they cancel my order at the time that I went with Axxess since their lack of communication is totally unacceptable. It seems they still haven't read the email and the order is still listed in my client dashboard, but that's not my problem.

Even if WebAfrica could have the line installed today, there's not a chance I would go with them. Their customer service has been consistently appalling. They dont reply to tickets, emails, or call you back as promised. Imagine the frustration if there were a line fault and you had to get WA to sort it out...

WebAfrica can stuff it.
Click to expand...

Yeap this is my experience with WA as well, and its quite sad actually as a friend recommended WebAfrica. He got his fibre installed within 3 weeks up and running.

Moral of the story I guess is do research before you order from someone you have no experience yet.
 
Also been having issues with my Fibre order. Placed it sometime in September when our complex wasn't live yet.

Checked back on the 1st of October and saw our complex as live on the Telkom & WebAfrica coverage map and immediately informed them.

After 3 or 4 calls they told me they have escalated the matter and awaiting feedback from Telkom, a week passed without any feedback when I received an email from Dawn Brummer asking for GPS co-ordinates, exact address etc etc. I sent back a detailed response with screenshots from Google Maps and anything I could think of to help.

That was Friday the 14th, awaiting further feedback now.

I'm patient as we're only moving in to our new house on the 29th of October but if the line is not installed by that Monday I'm going to be very unimpressed.
 
Latest update: ETA of 23 December :D

Axxess are waaaay better at corresponding with Telkom (and with me).
 
Defirence680 said:
Wait, what? WebAfrica ETA or Axxess ETA?
Click to expand...

Axxess ETA.

But they've certainly made an effort to find out and will try to fast track it. More than can be said for WebAfrica who are really just complacent about it.
 
Also gonna cancel Webafrica order today. No feedback and when there is any feedback. The last feedback from WA they told me it's unfeasible to install by me, when the line runs right outside my complex and the Telkom box is even right there.

I applied somewhere in July btw. Absolutely pathetic. Also find that their live chat never works anymore, tickets never get responded too and trying to call them is a real joke!
 
sigh this isnt good to see from other people, placed my pre-order with them in july, said the normal thing that they would let me know once fibre is available etc. my adsl line was down for 5 weeks so i checked the site last week and low and behold my area is dark purple. phoned telkom and they confirmed it.

phoned WA and asked why i wasnt informed, eventually got to an account manager who told me fibre is not viable in my area (its an estate, the telkom map shows the pin at the estate gate, 2 mm from the ESTATE which is dark purple). Long stories and GPS coords as well as ERF number etc. That was 3 days ago, no update, even emailed support, said i would be phoned today. Its 13:00 now so i technically it could still happen?

if this is what service is like when they want your business how is it once they have it?
 
So...... apparently the Telkom portal was down the whole of last week so no order numbers have been generated as yet :mad:

Another week of waiting...
 
The Webafrica joke continues.

On Monday I sent WA an email to cancel my order, with no reply from they yet, obviously. But I just got a call from a Webafrica sales lady to try and tell me that fibre is now available in my area and if I want to order it. Did she sound surprised when I told her I already did in July and nothing has happened. She also told me that she can't see any order for me on their system at all under my account, only my ADSL details.

What a joke they've become.
 
^ True, they are absolutely hopeless.

I have just applied with Infinity Fibre, so far they seem on the ball.

Time will tell....

Time to cancel with Webafrica now
 
Update: Telkom have today (18 November) pulled the line into my flat. To my disappointment, they did not install the ONT. I wonder how long it will be before they complete the installation.

Although I had sent an email to WebAfrica to cancel my order weeks ago (since I decided to go with Axxess instead), I was recently contacted out of the blue by one of them to say that they still have no confirmation from Telkom regarding installation. Clearly they have not received or acknowledged my request for cancellation. But that is not my problem.

Either way, when this line is fully installed I want Axxess to manage it.
 
Pianoman said:
Update: Telkom have today (18 November) pulled the line into my flat. To my disappointment, they did not install the ONT. I wonder how long it will be before they complete the installation.

Although I had sent an email to WebAfrica to cancel my order weeks ago (since I decided to go with Axxess instead), I was recently contacted out of the blue by one of them to say that they still have no confirmation from Telkom regarding installation. Clearly they have not received or acknowledged my request for cancellation. But that is not my problem.

Either way, when this line is fully installed I want Axxess to manage it.
Click to expand...

Hi Pianoman,

Sorry to hear you have cancelled. I have let our team know to close off your order.
 
So my question: if I cancel my order with WebAfrica at this point, what is the risk? Will it become even worse (i.e. my ticket escalated to OpenServe Networks get cancelled) or will another ISP (I'm leaning towards ISPAfrika) be able to just pick up were WebAfrica left off and get OpenServe to perform?

I have an installation number, fibre phone number, ONT. I just don't have an active fibre or any idea when Telkom wants to come and fix it.

EDIT: To clarify, Telkom did the fibre installation on the 25th of October already, but the LOS light just flashes red. Problem is apparently outside of my property.
 
Last edited:
ebendl said:
So my question: if I cancel my order with WebAfrica at this point, what is the risk? Will it become even worse (i.e. my ticket escalated to OpenServe Networks get cancelled) or will another ISP (I'm leaning towards ISPAfrika) be able to just pick up were WebAfrica left off and get OpenServe to perform?

I have an installation number, fibre phone number, ONT. I just don't have an active fibre or any idea when Telkom wants to come and fix it.

EDIT: To clarify, Telkom did the fibre installation on the 25th of October already, but the LOS light just flashes red. Problem is apparently outside of my property.
Click to expand...

Hi ebendl,

Please PM me so I can get our guys to follow up on this.
 
WebAfrica Helper said:
Hi ebendl,

Please PM me so I can get our guys to follow up on this.
Click to expand...

Other than your response in the other thread (http://mybroadband.co.za/vb/showthr...operations?p=18746268&viewfull=1#post18746268), where you promised me that the WA Operations Manager is looking into my order personally, I've yet to hear ANYTHING from WebAfrica.

This is despite numerous emails and tickets from my side.

Your automated email says that since I'm in week 6 of my fibre installation, you guys are phoning OpenServe daily. Are you even doing that?
 
Telkom have been at our complex 4 times this week, the techies were very friendly and went through a lot of trouble to try and install fibre, however, they were unable to pull the fibre cable through the old copper infrastructure and said they need to get the contractors out to have a look and find a way to pull through the fibre to my house.

So frustrating....
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X