Official Web Africa thread

Elro said:
Just moved house and signed up for webafrica fibre and while waiting for the install webafrica lte, as I do a lot of work from home and need a good fast connect for VC’s etc.
Lte router arrives set it up, call support... 45 minutes on hold. Then they hang up, call again, try reception - no answer. Try support again, 15 min no answer. The only people to answer are sales. Sales say they do not have supervisors or managers at webafrica that I can talk to??!!

Log ticket. 48 hours later no response.

Call accounts and tell them I would please like someone to contact me can they arrange this? “Yes of course, we will get support to call you immediately” 24 hours later nothing.
Call again say please have management call me or I will need to look for another ISP. “Yes of course, someone will call you immediately”.

That was 8h30 this morning, I have just cancel my fibre order and lte order.

Warning to all.

Webafrica is quick to pick up the phone at sales, but don’t expect after sales service.

Very very disappointed. Taking my money elsewhere.

Be warned guys there are better ISP’s out there.
Click to expand...

Sadly I think this is far too true.

It really depends on who helps you - thankfully I have some go to people.

Best thing is to message webafricahelper as she really does try to help - big shout out to her
 
I can’t believe it, log into the customer portal this morning and the ticket has been closed.
Still no call or anything. Really shocking.
 
ty for showing me that WA is not a good choice, almost a week waiting and im not even a client yet.
 
Elro said:
I can’t believe it, log into the customer portal this morning and the ticket has been closed.
Still no call or anything. Really shocking.
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I'm having the exact same issue as you, time out's in the evening, latency to EU is terrible. Every single time I get a response from the WA helpdesk my ticket gets marked as closed.

I'm seriously close to cancelling with them.
 
I would like to know how a 1% increase in VAT = 4-10% increase in price on your data products.
 
Fault update:

Dear IS Client

IS is experiencing the following service event:

AFFECTED SERVICES: Cell C LTE
LOCATION: National
GRADE OF SERVICE IMPACT: Major
SERVICE IMPACT: Intermittent / Slow Connectivity
CAUSE OF EVENT: Being investigated
TIME: Thu 08 Mar 2018 14:34
OUR REF: 1-15277859642
CURRENT STATUS: Investigating
ATTENDING: Vendor engineers
 
Dear WebAfrica Helper
It would be really helpful if you would post status reports as above when major issues occur. It would save many of us gnashing our teeth and tearing our hair out, as we did a couple of weeks ago when it seems none of the ISPs (including WA, who I contacted) would acknowledge there was an issue - you most likely saw the thread.
 
Getting reoccurring inconsistent bad pings to overseas servers.

On Webafrica 400-500ms:
Webafrica.jpg

On Afrihost around 240ms:
Afrihost.jpg
 
Marsie27 said:
Dear WebAfrica Helper
It would be really helpful if you would post status reports as above when major issues occur. It would save many of us gnashing our teeth and tearing our hair out, as we did a couple of weeks ago when it seems none of the ISPs (including WA, who I contacted) would acknowledge there was an issue - you most likely saw the thread.
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Noted Marsie - thank you for your feedback - already improvements have been made to the outage system - we will ensure you are as updated as we are

Again thank you
 
infection said:
So, how does one get WebAfrica to be actually helpful and resolve problems.

Regarding the debacle on High Latency and Packet loss. After providing WebAfrica with stats from my account, a WebAfrica test account and a Telkom account I still have no answer.

Not only does the online support suck, I don't get call backs and (as it seems) the network engineers being in-capable of giving an answer to problem.

Also, why does your system allow for tickets to be removed from a clients portal? Yes, not closed. All of my tickets has been removed from my client portal.
Click to expand...

Please DM your ticket reference to allow us to get this seen to asap
 
Price increase. Our 600 GB Business ADSL data account will go up by 3.6%. R839 to R869.

Hello,

If you’ve been with us for a while you have probably realized that we don’t increase our prices very often. In fact, in our twenty years we have never implemented a blanket price increase!

However, due to ever-increasing operating costs, as well as the new VAT increases, a small price increase is now necessary to allow us to continue to provide you with a quality service.

We have gone to every effort to keep this increase minimal.

The following increases will be applied from the 1st of April onwards:

All Private Fibre Infrastructure Providers
Vumatel, Octotel, SADV, Frogfoot, Maboneg, Evotel and Teralink Customers
• All Packages: + R30

Openserve Customers (Fibre and ADSL)
• Individual Fibre and ADSL line rentals + R10
• Data packages up to R299 + R10
• Data packages above R300 + R30

Other Webafrica Services
• Fax to Email services + R10
• Dial up Services + R10
• Webafrica Voice packages up to R299 + R10
• Webafrica Voice packages over R300 + R30
• ESET Anti-Virus Services + R10

LTE Services
• No change

Thank you for your support. We look forward to keeping you online for many years to come.

Kind Regards,
The Webafrica Team
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It's been a week now since I logged ticket 114750 after I upgraded my fibre line from 4Mbps to 20Mbpd on the online portal. I'm still waiting, but you already invoiced me.

Online chat is not available, on the phone you hold for at least 40 minutes, the first response on the ticket was 5 days after I logged the ticket, and for the last 2 days I haven't had any response except here.

Seriously guys, this is very, very, very bad service. I am starting to regret choosing you as a service provider.
 
biometrics said:
Price increase. Our 600 GB Business ADSL data account will go up by 3.6%. R839 to R869.
Click to expand...

Increase in any pricing is always something to adjust to. Please know we have gone to great lengths and done our utmost not to allow Webafrican's pockets to feel it too hard.
Its not just the VAT that increased , our operating costs have gone up as well over the last 20 years and this is what this is about - thank you for your feedback - appreciate the your efforts
 
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