Official Web Africa thread

[Webafrica Helper]

Will get my guys at the office on this asap for you - they will call as soon as they possibly can - will probably be after 6pm this evening - if thats okay

 

[j4ck455]

Why is WA not bothering to respond to support tickets?

It's not the first time that days have gone by without a single response and when someone does bother to respond there is a disingenuous apology for taking days to respond and how that's not WA's normal level of service blah blah blah.

 

[Fulton17]

Will get my guys at the office on this asap for you - they will call as soon as they possibly can - will probably be after 6pm this evening - if thats okay

No one bothered to call but I did get an email from Mujeeb today saying he would get network guys to look into things on Tuesday. Mujeeb is someone who makes things happen and am pleased he is on to my issues

Why is WA not bothering to respond to support tickets?

It's not the first time that days have gone by without a single response and when someone does bother to respond there is a disingenuous apology for taking days to respond and how that's not WA's normal level of service blah blah blah.

I was starting to think that things had improved, but sadly it does seem not to be the case and then one ends up with a string of open tickets.

 

[Grant]

Hi WAHelper

Thanks for the offer of help

I logged a ticket (5277401) and then sent a reply to it and now have another ticket (5278393) but no response from a hum - just these automated replies.

My 20 meg line is performing like a 1 or 2 meg line. I can't stream on Facebook and browsing is slow; youtube is come and go.

Would you be able to help with this? Thanks so much

interesting
a friend is having the same issues 5 to 10 on a 100meg fibre line.
connection problem is on international traffic only - local traffic is up to proper speed.

 

[Webafrica Helper]

Hi All

Please DM us for any required support including your customer code - to ensure no further delays

 

[j4ck455]

Hi All

Please DM us for any required support including your customer code - to ensure no further delays

Thanks for responding:

We sincerely do apologize for the very late response to your query but we have been experiencing an issue with our ticket system.

it only took 8 days for that one and only gem (on a new ticket) and the ticket was closed by WA without allowing me to reply.

Does WA honestly want me to believe that their ticketing system went FUBAR or is it more likely that WA just doesn't bother responding?

If WA's ticketing system truly did go FUBAR for 8 days, it makes me wonder whether WA is a competent ISP considering that managing the bandwidth and billing of thousands of customers must be a whole lot more complicated than a simple ticketing system: if you fail to get the simple things sorted out you will eventually start failing with the more complicated stuff.

 

[Webafrica Helper]

100% agree - have ensured the service managers are made aware of your feedback - to ensure that this type of thing will never re-occur

 

[FaSMaN]

I know this is for ADSL but i cant find a link dedicated to Webafrica Fibre feedback

Internet is dog slow in Westville this afternoon , this is with Webafrica+Openserve

Youtube is barely watchable in 140p on a 40 meg line.

Anyone else experiencing this?

Edit: That explains it:

 

[air]

On Vumatel/WebAfrica 50Mb/50Mb - local speedtests are OK, but international is dog slow. Best result so far has been 10Mb download, which is abysmal considering I pay for 50Mb. Tested both UK and USA speedtest sites.

 

[j4ck455]

100% agree - have ensured the service managers are made aware of your feedback - to ensure that this type of thing will never re-occur

Thank you.

You also tell them that a support ticket that I opened at the beginning of April still has not been resolved: it is now 20 days of bad customer service that I have experienced from WebAfrica.

 

[air]

On Vumatel/WebAfrica 50Mb/50Mb - local speedtests are OK, but international is dog slow. Best result so far has been 10Mb download, which is abysmal considering I pay for 50Mb. Tested both UK and USA speedtest sites.

reran most of the speedtests tests from last, improved from 10Mbs to ~16Mbs, still piss poor in my opinion. :-(

 

[Webafrica Helper]

@FaSMaN - we have refreshed your connection - please restart your devices and kindly DM with your contact number, should you require any support

 

[Webafrica Helper]

@air - please DM us for any required support

 

[air]

@air - please DM us for any required support

done.

 

[Webafrica Helper]

@air - this serves as confirmation of receipt for your PM - have responded accordingly - thank you again Dean

 

[FaSMaN]

@FaSMaN - we have refreshed your connection - please restart your devices and kindly DM with your contact number, should you require any support

Hi Webafrica, yes I restarted my device several times last night, changed the account to Afrihost and it worked fine, switched to webafrica and bam dead speeds again.

Sometime in the evening WA jumped back to life when I did my speedtest in the morning it was back as normal on WA so something was fishy on your side....

 

[air]

@WebAfrica Helper, please check the official Web Africa response within my ticket. I had better performance on 10Mb ADSL than I am currently receiving on 50Mb fibre.

So this has now been escalated to their Net_Ops team, who only work Monday to Friday.
So piss poor internet performance for the weekend, yay!

 

[Webafrica Helper]

@AIR - responded to your DM

 

[j4ck455]

To add insult to injury, WA decided to close a support ticket (without resolving the issue) that I opened on the 1st of April that WA last posted a response to on the 6th of April.

WebAfrica gets my vote as mampara of the year ISP.





Oh and I forgot to mention that WA over Vumatel FTTH is down for me (blue flashing LED on the Vumatel CPE).

 

[biometrics]

Busy with game updates. Was going at 10 Mbps and has now slowed to 1 Mbps. Wtf?!