Official Web Africa thread

I see you mention a months notice is required for cancellations, Vumatel is busy installing Fibre in my area and I have applied for a 100Mbps package from you, my ADSL line is also with you. How would the cancellation of the ADSL line work when swithing to fibre as there is no clear date as to when my house will be lit, just getting maybe end of Dec or Jan from Vumatel.
 
Kloon said:
I see you mention a months notice is required for cancellations, Vumatel is busy installing Fibre in my area and I have applied for a 100Mbps package from you, my ADSL line is also with you. How would the cancellation of the ADSL line work when swithing to fibre as there is no clear date as to when my house will be lit, just getting maybe end of Dec or Jan from Vumatel.
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Hello Hello @Kloon

Once the fibre is active and connected to the internet we will process an immediate cancellation for the services your no longer require, based on the fact that your fibre is with us and to ensure you are not double billed for services not in use

Please DM us with your details once the fibre is active - will gladly help you do just that

Have superb day
 
Yes my 100Mbps fibre line is also crawling

This is in pretoria. (For what it is worth my vox account is also similar)


 
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We have refreshed the connection spectrum to assist the connection performances - please restart your devices and test connection
 
There was a dip of a few 100Mbps fibre connections at the time - this is being investigated as we speak - to help we refreshed to connection - please restart your devices and test connection if required
 
Fibre services in the FTTH:Telkom:Claremont / southern suberb - slow speeds area may be inaccessible due to an outage. Logged on : 21-Nov 17:18
Start Date: 2017-11-21 17:18:20
Status: Open
 
Hi, if I ordered fibre on your site will you coordinate the installation with Vuma or is there something I need to do? They are still busy trenching in my area but want to be ready to get online as soon as they enable it. How will you know once my house is ready to enable the service?
 
Kloon said:
Hi, if I ordered fibre on your site will you coordinate the installation with Vuma or is there something I need to do? They are still busy trenching in my area but want to be ready to get online as soon as they enable it. How will you know once my house is ready to enable the service?
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Please DM us with your contact details - will get the team to call and further discuss
 
Do you know what would be great? If the WebAfrica Customer Zone actually had any references to fibre at all. Want to log a ticket about fibre? Nope, gotta use the ADSL category. Then, of course, your ticket gets ignored for a week.

And good luck finding any fibre-related articles (e.g. a basic "how to configure your router") under the Internet Access section of their so-called "Knowledge Base". There is literally one article that is a fluffy Q&A and that's it. Appalling.

WebAfrica has certainly gone downhill fast since I first started using them 3 years ago.
 
The_Assimilator said:
Do you know what would be great? If the WebAfrica Customer Zone actually had any references to fibre at all. Want to log a ticket about fibre? Nope, gotta use the ADSL category. Then, of course, your ticket gets ignored for a week.

And good luck finding any fibre-related articles (e.g. a basic "how to configure your router") under the Internet Access section of their so-called "Knowledge Base". There is literally one article that is a fluffy Q&A and that's it. Appalling.

WebAfrica has certainly gone downhill fast since I first started using them 3 years ago.
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This has been reported to all relevant service managers - apologies for how things have unfolded - we sure you know - that all we ever want to do as technical support staff, is ensure your service and keep the interaction positive at every turn.
This forum or more so MyBB in general - are of our more, detailed technical clientele which allows for a understanding for when these things happen - our organisation has grown so fast - our staff grow along with it and our systems can and has forecast and resolved blanket issues in the past as it does now. We are always striving for the improvement of our support - to have our product, service and interactions set us apart from everyone else

Again - this has been escalated and will be seen to by our developers the moment they can

Thank you for your time and efforts
 
WebAfrica Helper said:
This has been reported to all relevant service managers - apologies for how things have unfolded - we sure you know - that all we ever want to do as technical support staff, is ensure your service and keep the interaction positive at every turn.
This forum or more so MyBB in general - are of our more, detailed technical clientele which allows for a understanding for when these things happen - our organisation has grown so fast - our staff grow along with it and our systems can and has forecast and resolved blanket issues in the past as it does now. We are always striving for the improvement of our support - to have our product, service and interactions set us apart from everyone else

Again - this has been escalated and will be seen to by our developers the moment they can

Thank you for your time and efforts
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I know you're only the messenger, and shooting you won't achieve anything, so I'll keep this brief:

Tell your management that if they really gave a s**t about improving their support, they would've done it after the first ticket that sat around for a week and that they had to apologise for.

Actions speak louder than words, and WebAfrica's lack of action in providing anything approaching an acceptable level of customer support, and consistent lack of action to remedy that inaction, shouts loudly that they are a company that no longer understands or cares about support.

Stop talking. Start fixing your s**t.
 
The_Assimilator said:
I know you're only the messenger, and shooting you won't achieve anything, so I'll keep this brief:

Tell your management that if they really gave a s**t about improving their support, they would've done it after the first ticket that sat around for a week and that they had to apologise for.

Actions speak louder than words, and WebAfrica's lack of action in providing anything approaching an acceptable level of customer support, and consistent lack of action to remedy that inaction, shouts loudly that they are a company that no longer understands or cares about support.

Stop talking. Start fixing your s**t.
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Noted and thank you for your feedback
 
The Customer Zone is in the process of being migrated to a new platform.
 
AVOID WEBAFRICA,
Support non existent and cant get a fibre line back up after TWELVE DAYS.

Everyone blames each other and no one can take ownership of getting the issue resolved.
and they've manged to simultaneously cancel my line as at 1 December and bill me for December at the same time.
 
memakda said:
AVOID WEBAFRICA,
Support non existent and cant get a fibre line back up after TWELVE DAYS.

Everyone blames each other and no one can take ownership of getting the issue resolved.
and they've manged to simultaneously cancel my line as at 1 December and bill me for December at the same time.
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Good Morning

Please DM us your customer account details to allow us to help and resolve this
 
WebAfrica Helper said:
Good Morning

Please DM us your customer account details to allow us to help and resolve this
Click to expand...

Thank you for taking Ricardo's call this morning - seems he got to you before we were able to - have responded to your DM accordingly -
 
WebAfrica Helper said:
Good Morning

Please DM us your customer account details to allow us to help and resolve this
Click to expand...

Details sent Via DM

Thanks for the offer offer of assistance but I think it's a futile exercise.

Your "senior technicians" have been investigation for a week and they cant figure it out.
I've just got off the phone with Vumatel regarding options to move away from Webafrica.

You can advise senior management that if they care about retaining me as a client, they have until today to get the line back up and running otherwise I'll be changing providers.
 
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