Official Web Africa thread

I received this in an email long after I had to open a new ticket with WA for my line being down, and long after I subsequently tried calling WA (but they never answered after 20 minutes of holding to speak to an ork):

Did blah’s service leave you gasping for air or weeping with joy, 10 being tip-top?
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Screenshot from 2017-04-29 08-27-59.png

Meanwhile I called Vumatel myself and reported the problem.

I am now conflicted: should I go with gasping (0) or weeping (10)?

Amazingly I did get a response to the ticket a short while ago (at the same time as the rate our service email) to say that WA have reported the issue to Vumatel (after I had already done so much earlier).

I think I am going to multiply weeping (10) by gasping (0) because the problem still hasn't been solved.
 
WebAfrica Helper said:
Please feel free to DM us - will ensure this is seen to
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Thanks for the offer but considering that WebAfrica does not provide proper support through WebAfrica's own official support channels (the ticketing system on webafrica.co.za/clientarea.php and 0860009500), I don't see how I would get better support by sending private messages on MyBB.

After struggling with WebAfrica's shoddy customer service for a whole month (from 1st April), I was left with no other option but to submit a code of conduct violation complaint against WebAfrica yesterday, and have received confirmation from ISPA that WebAfrica has 5 working days to resolve the complaint.

https://ispa.org.za/code-of-conduct/complaints-form/
 
Would be best to confirm your customer code - as the link opens a blank complaint form us and provides no specifics about the issue or your profile to allow us to investigate
 
WebAfrica Helper said:
Would be best to confirm your customer code - as the link opens a blank complaint form us and provides no specifics about the issue or your profile to allow us to investigate
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I think you should check the inbox of the WebAfrica email account that the ISPA would have used to send through official complaints.

The link I posted was for the benefit of other forumites that might need to lodge complaints against WebAfrica.
 
and your patience around this is more than appreciated - we have to isolate where exactly this has dropped, fix and ensure its not a re-occurrence
 
WebAfrica Helper said:
and your patience around this is more than appreciated - we have to isolate where exactly this has dropped, fix and ensure its not a re-occurrence
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as promised, speed is nothing if not consistent in the evening, same story as last night (both under 10% of what I am paying for)
http://www.speedtest.net/result/6268253092
http://www.speedtest.net/result/6268256049

@WAH - perhaps you can ask the senior engineers working on this issue, why I get better performance in the morning, approx. 40% of what I pay for versus under 10% in the evening, what do you think it could be?

@any knowledgeable peeps, what does above generally point to - capacity issues?
 
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This is actually getting ridiculous. Two days in a row Web Africa tells me that my router is being delivered. Two days in a tow that no one shows up.

If Web Africa can't even deliver a Router, how are they running an ISP!?

It doesn't matter how good the service from WebAfrica helper is (thank you, I appreciate it) if the rest of the company can't follow through its pointless.

EDIT: Sorted out the next day with a random call and delivery on the Saturday. Finally someone delivering when they said they would.
 
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Is after hours support a thing with Webafrica?
My connection went down yesterday and I couldn't get hold of anybody, got through today but your technician wanted to do something to my ports (it's been fine through two ISP's) and now, once again, nobody answers the phone or the Web app.
 
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