Need help with Webafrica

[BollaZee]

Webafrica the worst ISP support

I was using AH for 2 years, I started having international latency issues, for 2 months in carried on and wasn't fixed, I then bought a 2gb account at Webafrica, just to test it, I worked a 100%. I then decided to go over to a business account, once the account activated and I started using it my problem was back, so I thought it was something with business account so I switched over to home adsl pro 400gb capped unshapped package. still the same issues. switching over to a openweb R3.50/gb account my problem was resolved, I could play my games again. I have done everything to make sure its not on my side, my local latency has no issue, on any account its 12ms local, but on webafrica all my games are 750ms +. I do a pingtest with openweb, my results show 193ms to germany, no jitter, no packet loss, grade B. on webafrica it shows 750+ms latency, 200+ jitter and grade D-F with sometimes package loss up to 60%. I have switched many times to test this.

i have been on webafrica live support many times, they all tell me to do a tracert, I did many of them, also posted it on their feedback forum. Yesterday I was on live support and explained whats wrong, after waiting 15 minutes the person just disconnected me, I took a screenshot and send it to their support, they completely avoid the subject and tell me to do a tracert.

I have asked them to cancel the account as I dont want to pay R900 for a account that does not work, I havent used the account but they insist that they will debit this month and next month. THEY PROMISE A 30-DAY MONEY BACK GUARANTEE but will not give it to me?

What am I to do in this situation?

 

[Webafrica Helper]

Hi BollaZee,

Can you PM me your email address or ADSL username so I can get a senior to assist.

 

[Webafrica Helper]

Hi BollaZee,

Our ADSL team have advised that they are investigating your issue and will provide you with feedback.

 

[envo]

Hi BollaZee,

Can you PM me your email address or ADSL username so I can get a senior to assist.

Hi BollaZee,

Our ADSL team have advised that they are investigating your issue and will provide you with feedback.

It's a little bit of a *facepalm* situation.

The user, after trying your support numerous times to get his issue resolved, had to come HERE to post his issue just so someone would notice?

No man. Please let Jeremy know you guys are ****ing around at work again so he can inform Rupert of this and get some training in for the staff concerned on how to be "Customer Support", because clearly those in their current job titles don't give a ****

 

[BollaZee]

Hi,

Thanks for the reply, I have opened 2 support tickets, 1 was closed without an reply the other one just says that I must pay this month and next month, and send then a tracert -http://mybroadband.co.za/vb/showthread.php/633884-A-Question-About-Tracert (got account on the 22nd of this month, never used it, couldn't use it). So double payments, I asked over and over again about the cancellation and the 30-day money back guarantee and they just ignored the subject, after asking again several times they responded by saying that they will decide what happens to the account after they get feedback from their upstream provider. Not sure what their upstream provided has to do with me (IS) and how it affects the account that was basically useless. I have today (after asking twice for a update, yesterday and today) decided to open a case at ICASA, will also reverse any payments to webafrica. They can go ahead and blacklist me, they will only be doing me a favor.

I actually have a screenshot of how their live support cuts me off after waiting 15 minutes for a reply.

They also said it will be escalated to senior management etc but still feels like I'm speaking to the same person, nothing has changed.

Perhaps if I ask for support on twitter, facebook etc? will that get me a reply to my ticket?

 

[envo]

I personally informed Rupert and Jeremy about this incident. Hopefully there will heads will roll due to this incompetence

 

[BollaZee]

Hi, thank you for the assistance, the support in here is better than those where is problem is located.

Like I mentioned before I opened a case with ICASA, they did respond back and are more useful than I thought, The case is now also handed over to the NCC National Consumer Commission, not sure who they are but according to ICASA they can sort it.

The problem still remains, I have to pay R699 + R899 for a service which I could not use and did not use. Why should I be held liable for these payments? after a week of asking everywhere for help no one cared, then all of a sudden they will take it up with upstream provider and open ports and what what. after a week of the worst support? Even at this moment they did not reply to my support ticket after asking twice whats happening.

Anyway thanks, I will post updates as they come along.

 

[Webafrica Helper]

Hi BollaZee,

Our team as per the feedback are waiting on IS to provide feedback on the escalation we logged and will update as soon as we have feedback. With all escalations or faults we need to follow troubleshooting process to give us a fair opportunity to resolve the problem.

We have not denied your request for a refund but we have to follow process to ensure that we have done all that we can to resolve the issue. Our team will contact you and provide feedback.

 

[BollaZee]

I have gotten the following feedback:
"
Note that the ping graph already show packet drops over the DSL line from the CE to the DSLAM/exchange.

This need to be resolved first. Further upstream latencies are dependent on the quality of the first hop.

Also not presently there is no input from the customer CE:

Conclusion: Report the line 0117531978 to Telkom.
"
Oky so its telkom thats the problem?
1. Why is my local latency never influenced? as stated from the start there were no local latency issues. if its the telkom line would it not have had an impact on local latency? why only international?

2. With international latency sitting at 750ms + and I couldn't do anything AND THE TELKOM LINE BEING BROKEN the useless tracert still showed the following:

3. Why does other accounts work perfectly? including the first 2gb account I got from WA to test their service?
Why did this only happen when I switched to the R900pm account?

4. To ever reading this would you be happy with a latency of this:

I first spoke to webafrica support on 23 July, this response I got today (30 July), it was escalated to the upstream provider on the 28th.
My other post with all the detail explained: http://mybroadband.co.za/vb/showthread.php/358438-Web-Africa-ADSL-general-feedback/page245

5. here is a sample of the kind of support i received:

Nothing was ever said about that.

oky cool, so its Telkom, like always. The telkom line is broken hence local latency is perfect and only international latency is affected and only on the account i had, way to go telkom.

 

[BollaZee]

Update: Received a call from Mujeeb Brey, If i had been in contact with this person from the start my issue would have been sorted a long time ago, He understood what I said i assisted me with what I needed. Will update when I have an outcome, regarding the telkom line.... remains a joke

 

[Webafrica Helper]

Hi BollaZee,

Apologies for the service received and I'm glad our team has resolved the issue for you.

 

[Fulton17]

Update: Received a call from Mujeeb Brey, If i had been in contact with this person from the start my issue would have been sorted a long time ago, He understood what I said i assisted me with what I needed. Will update when I have an outcome, regarding the telkom line.... remains a joke

Agree - he has helped me in the past and he knows how to treat customers and genuinely wants to help

It is sad that it has taken so much time and effort but I have learnt that support at WA is based on who you talk to.

Please do let us know the final outcome once a resolution is reached