Sign up with GoogleBe prepared for a long read. Its been a long, yet unfinished road. Yes its a moan/vent post.
I have a fiber line over Openserve with Webafrica as service provider. 100mb line.
I've had issues with my latency and some speed issues for a very long time. Yes I'm a gamer and not everyone cares about latency or even know what it is or what it has to do with a "fast" connection or not. For me latency is as important if not more important than the download speed - up to a point.
These issues started in February. I've had a few calls to Webafrica, no references just the normal restart your router type of support. Also some online tickets were made regarding the issues. Things were left unresolved.
Jump to 12/04/2017 . Contacted Webafrica regarding bad latency Via e-mail.
16/04/2017 Got the standard reply and troubleshoot advice. Do tracert and speedtest and send to them.
Sent some more e-mails i that week.
25/04/2017 - Got reply saying there was a nationwide outage so that is the source of all the problems.
"Please advise if you are still experiencing the same issues?
Looking forward to your reply."
26/04/2017 Informed Webafrica via e-mail that I am indeed still having problems.
Got reply that Seacom is the issue and wil be an issue until 3 May. Should test again after that and inform them if I still have issues.
5/05/2017 Informed them that I still have issues. Sent another Speedtest and tracert.
8/05/2017 got a trial account to test the connection on.
12/05/2017 Tested for a few days. Had better latency on speed test. Still have latency spikes.
Then a few back and forth where they told me to improve my routers wireless. All pointless as I'm connected directly via cable.
Then told to test directly on OTN to rule out the router as the issue. It gave slightly beter values.
13/05/2017 Told a request was sent to the "router person" to come and test my router. Told "please let us know if you aren't connected shortly so that we can chase this up for you."
15/05/2017 No further communication from them. Informed them thus via e-mail and asked for contact details of the "router person".
22/05/2017 Still no reply or response. I had by then bought a new ASUS router. Speed better still had latency issues. Informed them as such via e-mail and asked what to do with the router that was included in the "contract".
23/05/2017 No response regarding the issue of what to do with the TP-link router. But got reply to say I should upgrade the router firmware. Did that - no improvement. Informed them.
26/07/2017 Two months goes by with no replies or responses. Sent e-mail again outlining all of this. Got a reply and was told it was sent to their ADSL department. Really?!?!
01/08/2017 Sent another e-mail. No Reply.
03/08/2017 Sent another email. Got a reply. Asked to speedtest and tracert again. Test on ONT. Upgrade router firmware.
So I did all of that and sent all the results.
08/08/2017 Was contacted by Openserve. They disconnected the line. Was down for the day. Reconnected the line.
I kept Webafrica in the loop via e-mails. No replies.
11/08/2017 E-mailed again. No reply.
14/08/2017 E-mailed again with speedtest and tracert info displaying teh bad speed and latency. No reply.
15/08/2017 E-mailed again with speedtest and tracert info. No reply.
22/08/2017 Got a reply. Was told it was sent back to Telkom to look at. We will update you as soon as we do have feedback on this fault.
23/08/2017 Sent e-mail with speedtest and tracert info.
24/08/2017 Got a reply with test account info to test with. Test account did not work. Could not connect with it at all. Replied to them and informed them.
12/09/2017 E-mailed again. Probably too soon for a response anyway.
13/09/2017 To date no further response from Webafrica.
I have left out so many telephonic communications from this recount that I do not have the dates for. Also a lot of e-mails that just goes through explaining all of this to every different support person. Each of the above dates had about 4 e-mails. Not always
It has been a very frustrating experience. In all of this they have not once done anything from their side.
I've asked so many times if it is a pure congestion issue but I've never once gotten a response to questions asked.
All this also follows an exchange in Feb that I had via the web contact form that was just removed from their site, as if it was resolved.
Also If I view the ticket on the website it shows submitted as the last date that I sent them anything. It should show the first.
It shows Urgency Normal.
NORMAL! What should happen or how old should an issue get for it to be escalated?
Contacted them on facebook just to try and get some responses. They have the cheek to reply I should send them an e-mail or call them.
The issues has long since gone beyond the fact that my 100mb fibre drops to below 1mb and the latency to international servers climbs to 1500ms+.
Support from my ISP would make a world of difference. At the moment it feels like as long as I pay them they don't give a crap. Its going to take a lot from them to disprove that.
Not expecting anything from this. Just wanted to share and vent.
I have a fiber line over Openserve with Webafrica as service provider. 100mb line.
I've had issues with my latency and some speed issues for a very long time. Yes I'm a gamer and not everyone cares about latency or even know what it is or what it has to do with a "fast" connection or not. For me latency is as important if not more important than the download speed - up to a point.
These issues started in February. I've had a few calls to Webafrica, no references just the normal restart your router type of support. Also some online tickets were made regarding the issues. Things were left unresolved.
Jump to 12/04/2017 . Contacted Webafrica regarding bad latency Via e-mail.
16/04/2017 Got the standard reply and troubleshoot advice. Do tracert and speedtest and send to them.
Sent some more e-mails i that week.
25/04/2017 - Got reply saying there was a nationwide outage so that is the source of all the problems.
"Please advise if you are still experiencing the same issues?
Looking forward to your reply."
26/04/2017 Informed Webafrica via e-mail that I am indeed still having problems.
Got reply that Seacom is the issue and wil be an issue until 3 May. Should test again after that and inform them if I still have issues.
5/05/2017 Informed them that I still have issues. Sent another Speedtest and tracert.
8/05/2017 got a trial account to test the connection on.
12/05/2017 Tested for a few days. Had better latency on speed test. Still have latency spikes.
Then a few back and forth where they told me to improve my routers wireless. All pointless as I'm connected directly via cable.
Then told to test directly on OTN to rule out the router as the issue. It gave slightly beter values.
13/05/2017 Told a request was sent to the "router person" to come and test my router. Told "please let us know if you aren't connected shortly so that we can chase this up for you."
15/05/2017 No further communication from them. Informed them thus via e-mail and asked for contact details of the "router person".
22/05/2017 Still no reply or response. I had by then bought a new ASUS router. Speed better still had latency issues. Informed them as such via e-mail and asked what to do with the router that was included in the "contract".
23/05/2017 No response regarding the issue of what to do with the TP-link router. But got reply to say I should upgrade the router firmware. Did that - no improvement. Informed them.
26/07/2017 Two months goes by with no replies or responses. Sent e-mail again outlining all of this. Got a reply and was told it was sent to their ADSL department. Really?!?!
01/08/2017 Sent another e-mail. No Reply.
03/08/2017 Sent another email. Got a reply. Asked to speedtest and tracert again. Test on ONT. Upgrade router firmware.
So I did all of that and sent all the results.
08/08/2017 Was contacted by Openserve. They disconnected the line. Was down for the day. Reconnected the line.
I kept Webafrica in the loop via e-mails. No replies.
11/08/2017 E-mailed again. No reply.
14/08/2017 E-mailed again with speedtest and tracert info displaying teh bad speed and latency. No reply.
15/08/2017 E-mailed again with speedtest and tracert info. No reply.
22/08/2017 Got a reply. Was told it was sent back to Telkom to look at. We will update you as soon as we do have feedback on this fault.
23/08/2017 Sent e-mail with speedtest and tracert info.
24/08/2017 Got a reply with test account info to test with. Test account did not work. Could not connect with it at all. Replied to them and informed them.
12/09/2017 E-mailed again. Probably too soon for a response anyway.
13/09/2017 To date no further response from Webafrica.
I have left out so many telephonic communications from this recount that I do not have the dates for. Also a lot of e-mails that just goes through explaining all of this to every different support person. Each of the above dates had about 4 e-mails. Not always
It has been a very frustrating experience. In all of this they have not once done anything from their side.
I've asked so many times if it is a pure congestion issue but I've never once gotten a response to questions asked.
All this also follows an exchange in Feb that I had via the web contact form that was just removed from their site, as if it was resolved.
Also If I view the ticket on the website it shows submitted as the last date that I sent them anything. It should show the first.
It shows Urgency Normal.
NORMAL! What should happen or how old should an issue get for it to be escalated?
Contacted them on facebook just to try and get some responses. They have the cheek to reply I should send them an e-mail or call them.
The issues has long since gone beyond the fact that my 100mb fibre drops to below 1mb and the latency to international servers climbs to 1500ms+.
Support from my ISP would make a world of difference. At the moment it feels like as long as I pay them they don't give a crap. Its going to take a lot from them to disprove that.
Not expecting anything from this. Just wanted to share and vent.