Moving Fibre (Webafrica)

[FaSMaN]

Hi All so Recently I got a notice to move out of my current place, I did a lot of research and found another home that is still covered by telkoms fibre only a few streets down the road.

I emailed Webafrica expecting that it would be a easy process and I would just have to pay the installation fee at the new place, this doesn't seem to be the case at all, and I got the following email:

Hi XYZ,

Thank you for your email.

I hope you are well.

With regards to moving we will need to cancel the fibre line. We will also unfortunately need to bill you for the installation fee as well as the router. This is due to our terms and conditions as we get billed by Telkom for making use of their infrastructure. However if the new tenants or owners are willing to take over the agreement we can continue the service and move this over to their name.

Please advise if you can come to an agreement with the new party.

Patiently awaiting your response.

For any further queries, please call us on 0860 009 500 or e-mail us at billing@webafrica.co.za for billing queries and support@webafrica.co.za for any technical queries.


Kind Regards,
Adam Rajie
________________________________________
You can check the status of or update this ticket online at: https://www.webafrica.co.za/viewticket..php?tid=3769265

Ticket ID: 3769265
Department: ADSL
Status: In Progress
________________________________________

So in a nutshell I have to pay for the routers (the telkom fibre router) and Webafricas TP-Link Router as well as the first installation and then have to apply for a completely new service? which doesn't make sense to me at all... Considering that the cancellation takes calendar days I will most likely be billed unnecessarily next month aswell.

Has anyone done this before?

 

[WebAfrica Helper]

Hi FaSMaN,

I have sent this onto our Fibre team who will give you a call and get this sorted.

 

[FaSMaN]

Hi WebAfrica

Some one did phone me and we discussed the costs, and I agreed , it went dead silent till I sent a reminder a few weeks ago, when your technician said they don't know what department to send the move request to telkom?

Its been a while since and no one has phoned me to discuss the move,even tho a technician promised me that telkom would contact me and discuss things.

Please can some one look at the open ticket, and get back to me?

 

[FaSMaN]

Still no response from Web Africa....

 

[Orihalcon]

Still no response from Web Africa....

Move your line to Crystal Web

No offence to WA...but the support at CW is on another level. Moved over as soon as they announced that they can handle fibre.

 

[FaSMaN]

WA has been good to me speed wise... but the longer they take the more I am considering moving....

 

[WebAfrica Helper]

Hi WebAfrica

Some one did phone me and we discussed the costs, and I agreed , it went dead silent till I sent a reminder a few weeks ago, when your technician said they don't know what department to send the move request to telkom?

Its been a while since and no one has phoned me to discuss the move,even tho a technician promised me that telkom would contact me and discuss things.

Please can some one look at the open ticket, and get back to me?

Hi FaSMan,

Sorry for the late reply. As per my reply to your PM I've sent this to our Fibre team and they will give you a call with an update shortly.

 

[FaSMaN]

I spoke to Jodi and he was extremely professional it sounds like there was a problem with the cancellation from telkoms side , they have escalated it and I wont be billed for next month.

I just hope WA can get telkom out to do the installation reasonably fast

 

[FaSMaN]

So yesterday telkom was at the new house, unfortunately while the fibre goes all the way to the pole right by my house its missing the black box (termination) so I have to wait now for another telkom tech...

 

[Axen]

This is why the fibre roll out is so infuriating. The whole installation process is so compartmentalized. Your time is always wasted when one group comes all the way out to your premises and can't do the job so another has to be booked...and this is why it takes several weeks to get 1 line installed an activated. Every single install could potentially have a unique issue.

It's probably far to expensive to have teams of guys which are capable of doing every task needed on one site. But the staggered nature of the install is very frustrating.

 

[IronDrax]

This is why the fibre roll out is so infuriating. The whole installation process is so compartmentalized. Your time is always wasted when one group comes all the way out to your premises and can't do the job so another has to be booked...and this is why it takes several weeks to get 1 line installed an activated. Every single install could potentially have a unique issue.

It's probably far to expensive to have teams of guys which are capable of doing every task needed on one site. But the staggered nature of the install is very frustrating.

Couldn't agree with you more, I ordered fibre from WebAfrica and after about a week a Telkom guy came to install it, he finished up everything but said the line wasn't live at the exchange, so he needs to pass it on to a different department (the transmission department i think), but he assured me this is a quick process and the line would be working within a day or two.

Couple of days passed and nothing happened so i logged a fault with WebAfrica explaining the issue which they then had to pass on to Telkom. Almost a week passed with nothing happening and me following up with WebAfrica again. Eventually telkom sent out another tech, when he arrived I explained the situation, he just nodded, and then spent almost 5hours testing the entire line from my apartment up to the exchange for breaks, afterwords he came back to tell me what I already tried to explain to him before he started...he told me the line is fine but its not live at the exchange and thats a different department's responsibility.

So I repeated the process again...logged a fault with web africa...waited another week, and then on a Saturday another telkom tech showed up. I explained again but he insisted on checking everything again...just to return and tell me the exact same thing for the third time....again he told me he cant connect it at the exchange, but its a very easy fix the only catch being the department who is in charge of that doesn't work on a Saturday. He assured me he would escalate it with his manager and follow up himself and let me know if there is any progress.

Luckily the guy kept his word, the next Tuesday he phoned me and informed me that my line was now live at the exchange... he also talked to the first guy who originally installed the line and that they are both on their way to make sure everything is working.

All in all it took about 3 weeks to get my line working all because of an issue that could be fixed within a day but the fault was never reaching the correct department.

 

[DMNknight]

WA has been good to me speed wise... but the longer they take the more I am considering moving....

As long as you have no problems that require sorting out Webafrica are fine. Once actual communications are required with a human being that knows whats going on, then Web Africa fall flat on their collective noses.
Not much better than Telkom themselves, except WebAfrica ignore you rather than the blatant call centre lies perpetrated by Telkom call centre agents.

 

[Gamer]

As long as you have no problems that require sorting out Webafrica are fine. Once actual communications are required with a human being that knows whats going on, then Web Africa fall flat on their collective noses.
Not much better than Telkom themselves, except WebAfrica ignore you rather than the blatant call centre lies perpetrated by Telkom call centre agents.

Necro post.
Exactly what I'm finding with them. Have given notice to cancel fibre line and data from them, 30 days until I'm free from their uselessness.