International Down on Webafrica

Daveogg said:
International completely down for me on WA. Anyone else?
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I was down for about ten minutes ... turned off router a couple of times and service was restored ...
 
Same here. Tried turning the router on and off. Still nothing. Facebook is intermittent.
 
My WebAfrica capped (myBB account) has been running at average of half speed today.
 
WebAfrica has been performing poorly since last week Thursday for me - getting only about 500-800kbps on a 4mbps line - I bought 50Gb per month - so not even an uncapped account.
I experimented with Openweb Gold uncapped oven the weekend, and a much better experience.

Guess what, when I cancelled the WebAfrica account this morning (8:48 on 1 April), they told me that I need to give one calendar month notice and must therefore pay until end May. So, poor speed wrt service, and then also enforcing a technicality because I cancelled after 1 April? (Or maybe they are just playing an April Fool's joke on me?)

All - be careful of WebAfrica - this is not the kind of business practices we need in this very competitive market.
 
cschutte said:
Guess what, when I cancelled the WebAfrica account this morning (8:48 on 1 April), they told me that I need to give one calendar month notice and must therefore pay until end May. So, poor speed wrt service, and then also enforcing a technicality because I cancelled after 1 April? (Or maybe they are just playing an April Fool's joke on me?)

All - be careful of WebAfrica - this is not the kind of business practices we need in this very competitive market.
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I have to totally agree with you. WA's client service sucks and has been declining constantly for the last year or 2. I have been with WA since 2005 and would already have moved my account to another ISP, perhaps MWEB, if it was not for the schlep of coordinating the move.

I could not connect to any international sites for the whole morning and when phoning there customer service was cut off, after going through the whole routing of selecting the different options. Very frustrating. They don't update there landing page with the network status, even after pointing it out to them.

Really have to face the inconvenience and change my ISP now.

WA's service suck and I don't mean anything to them as a client!
 
GimmeMore said:
I have to totally agree with you. WA's client service sucks and has been declining constantly for the last year or 2. I have been with WA since 2005 and would already have moved my account to another ISP, perhaps MWEB, if it was not for the schlep of coordinating the move.

I could not connect to any international sites for the whole morning and when phoning there customer service was cut off, after going through the whole routing of selecting the different options. Very frustrating. They don't update there landing page with the network status, even after pointing it out to them.

Really have to face the inconvenience and change my ISP now.

WA's service suck and I don't mean anything to them as a client!
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When it comes to capped accounts, I only really see Afrihost as proper competition to WA as an overall package (price/service/network/support/etc)... and to see/hear/feel all the k@k that Afrihost have been going through for the past few months, including today where it seems some/most of their clients are/have been completely offline and unable to authenticate, WA are light-years ahead.
 
Dean said:
When it comes to capped accounts, I only really see Afrihost as proper competition to WA as an overall package (price/service/network/support/etc)... and to see/hear/feel all the k@k that Afrihost have been going through for the past few months, including today where it seems some/most of their clients are/have been completely offline and unable to authenticate, WA are light-years ahead.
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Afrihost may have had a lot of issues recently, but I have to differ with regards to the competition. A believe that MWEB is slightly more expensive, but if I look at the feedback on the forums, there service definitely is a lot better.
 
GimmeMore said:
Afrihost may have had a lot of issues recently, but I have to differ with regards to the competition. A believe that MWEB is slightly more expensive, but if I look at the feedback on the forums, there service definitely is a lot better.
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Unfortunately MWEB's support leaves much to be desired. If it weren't for the superhuman Will and Mweb Guy, they would be a lost cause completely.
I can't even count how many times, after clients have called their support line with issues, the agent will somehow get them to reset their router.. leaving them completely offline with no other option than "call your IT technician". :wtf:
 
Morning,

Is there anyone still experiencing issues around international sites at the moment? We have checked with our Network team who have advised that there was no reported issues on our Network yesterday.

If you still having issues please PM me your customer code and details so I can take this up.
 
cschutte said:
WebAfrica has been performing poorly since last week Thursday for me - getting only about 500-800kbps on a 4mbps line - I bought 50Gb per month - so not even an uncapped account.
I experimented with Openweb Gold uncapped oven the weekend, and a much better experience.

Guess what, when I cancelled the WebAfrica account this morning (8:48 on 1 April), they told me that I need to give one calendar month notice and must therefore pay until end May. So, poor speed wrt service, and then also enforcing a technicality because I cancelled after 1 April? (Or maybe they are just playing an April Fool's joke on me?)

All - be careful of WebAfrica - this is not the kind of business practices we need in this very competitive market.
Click to expand...

Hi cshutte,

We were affected by the SEACOM issue which was resolved over the weekend but that could have affected your speeds. However, I would like to get our ADSL guys to investigate your account and see if they can pick up a problem. Can you please PM me your customer code and contact details so I can escalate this accordingly.

We do require a full calender months notice for all cancellation requests and have updated our cancellation terms last year already. The cancellation terms has been made available to all our customers to read via our website as per: http://webafrica.co.za/legal/terms/?full=1#Cancellations.
 
WAJustinW said:
Morning,

Is there anyone still experiencing issues around international sites at the moment? We have checked with our Network team who have advised that there was no reported issues on our Network yesterday.

If you still having issues please PM me your customer code and details so I can take this up.
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Hi Justin.

Sorry to nit pick but your response above is a little irritating.

An issue was reported yesterday, by myself twice. The first time I was fobbed off by your tech staff as some seacom issue, the second time your tech took the time to log her router in with my details and replicate the problem, in that every international site was unreachable, with a tracert ending at 196.38.73.9 cdsl2-rba-vl150.ip.isnet.net. She kindly arranged a test account which worked fine.

This morning my account is working.

Perhaps what you meant to say was that an issue was reported of which our network engineers were unable to diagnose, has it cured itself?
 
GimmeMore said:
I have to totally agree with you. WA's client service sucks and has been declining constantly for the last year or 2. I have been with WA since 2005 and would already have moved my account to another ISP, perhaps MWEB, if it was not for the schlep of coordinating the move.

I could not connect to any international sites for the whole morning and when phoning there customer service was cut off, after going through the whole routing of selecting the different options. Very frustrating. They don't update there landing page with the network status, even after pointing it out to them.

Really have to face the inconvenience and change my ISP now.

WA's service suck and I don't mean anything to them as a client!
Click to expand...


Unfortunately, our ADSL support were extremely busy yesterday which is unusual for a Public Holiday and it caused a huge call queue, hence, the wait. As per my previous posts our Network team confirmed that there were no issues with our network yesterday and if you are still having problems please PM me your customer code so I can follow-up for you.

Its not good hearing that you are so dissatisfied with our service and I would like to see what I can do to change this. We definitely value you as our customer and do not want you to leave us. If there is anything else that you would like me to sort out for please PM me your details so I can arrange a call.
 
WAJustinW said:
As per my previous posts our Network team confirmed that there were no issues with our network yesterday
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That they know of, which is a pity, and shows you still have a lot of work to do at webafrica because as I keep telling you their was a problem which was reported to your support and confirmed by your support by using MY account on YOUR router. (thereby ruling out the possibility that it was my PC, My telkom line, My exchange etc)

If that was not reported to your network team you have a communication problem between support and network. If it was reported and they could not find the issue - fine, most of us deal with IT and know that sometimes things happen, but please stop denying that their was a problem.
 
Hi All,

We have received feedback around yesterday's issue that affected small percentage of users who could not connect to international websites. Our Network team have found the cause of the problem which was related to some of our account profiles being mis-matched on our network which in-turn meant that the affected customers could only connect to local websites. Our team has since corrected the mis-matched profiles and things should be running as normal.

We would like to apologise to all affected customers for the extreme inconvenience caused and our engineers will continue to monitor things to ensure that the issue does not crop up again.

If there is anyone still experiencing this issue please PM me your customer code and I will get our engineers to investigate.
 
WAJustinW said:
Morning,

Is there anyone still experiencing issues around international sites at the moment? We have checked with our Network team who have advised that there was no reported issues on our Network yesterday.

If you still having issues please PM me your customer code and details so I can take this up.
Click to expand...

Yesterday afternoon I was fine. Since about 30 minutes ago I would have had better response on a dial-up. I have a 4Mb line and a speed test gives these results:

Ping: 1196ms
Down: 0.27Mpbs
Up: 0.12Mpbs

This is now really ridiculous.
 
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