Official Web Africa thread

So ... at the risk of sounding like a stuck record:

Like clockwork my WA capped account crawled to a halt at 7:45pm.

Hopped onto Afrihost and everything is peachy. 100%. 4K Netflix. Youtube. You name it.

WA - shame on you !

As for the lack of feedback. Just lol.

WA account downgrade and cancellation here we come.
 
in my many years as a WebAfrica client, I don't think I have ever been as dissapointed in the customer service (or just sheer lack thereof) as I am right now.

There is clearly an issue, and WA are either
a) to dumb to figure out what it is
b) reluctant to admit that their service is utter **** for "x" reason

Those are the only 2 options available to us. Seems like its time to say goodbye to WA. I'd probably be doing them a huge favour by advising people to stay away, because it seems they cant handle any new business! ISP noobs.
 
So after taking almost a week to respond to my support ticket, the following was mentioned in the response (just take note that this isn't the full response):
You will be happy to know that we have no issues on our network.
Click to expand...

Now that is complete nonsense.

I haven't been able to test my Internet early this evening, but I still got about 70ms ping & 2% packet loss on CS:GO to the local server on my WebAfrica Home Pro account vs. 55ms ping and 0% packet loss on my friend's VOX account.

Here is the traceroute over WA:
Code: 
Tracing route to 155.133.238.163 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  router.local [192.168.11.1]
  2     *        *        *     Request timed out.
  3    24 ms    25 ms    24 ms  196.38.75.121
  4    24 ms    24 ms    24 ms  196.38.75.122
  5    24 ms    25 ms    24 ms  196.38.77.88
  6    24 ms    26 ms    24 ms  mi-za-cpt-p7-te0-7-0-0.ip.isnet.net [168.209.2.12]
  7   716 ms   874 ms   741 ms  168.209.100.101
  8   584 ms   669 ms   840 ms  pr2-pkl-xe-2-2-0.ip.isnet.net [168.209.1.179]
  9    42 ms    43 ms    41 ms  196-60-9-21.ixp.joburg [196.60.9.21]
 10    41 ms    42 ms    43 ms  192.168.210.53
 11    59 ms    58 ms    67 ms  155.133.238.163

and here is the same traceroute over VOX:
Code: 
Tracing route to 155.133.238.163 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  router.chris.local [192.168.11.1]
  2     *        *        *     Request timed out.
  3    23 ms    23 ms    23 ms  telkom-upload-vlan-barrack-ipc.vox.co.za [41.193.121.9]
  4    23 ms    23 ms    23 ms  vox-upload-teraco-cpt-barrack-ipc.vox.co.za [41.193.121.10]
  5    25 ms    23 ms    23 ms  vox-b2b-pts-barrack-ipc-int.vox.co.za [209.203.1.41]
  6    23 ms    24 ms    24 ms  41.193.120.45
  7    36 ms    37 ms    35 ms  41.193.106.105
  8    35 ms    44 ms    37 ms  41.193.106.97
  9    55 ms    57 ms    56 ms  41.193.106.101
 10    55 ms    53 ms    53 ms  41.193.119.42
 11    40 ms    41 ms    41 ms  196-60-9-22.ixp.joburg [196.60.9.22]
 12   126 ms    41 ms    41 ms  192.168.210.55
 13    41 ms    42 ms    42 ms  155.133.238.163

Other friends of mine reckon that there may also be an ADSL congestion issue in Stellenbosch itself?
 
I dont think WA are morons, they know exactly what the issue is, they just cant say.
 
Pada said:
So after taking almost a week to respond to my support ticket, the following was mentioned in the response (just take note that this isn't the full response):


Now that is complete nonsense.

I haven't been able to test my Internet early this evening, but I still got about 70ms ping & 2% packet loss on CS:GO to the local server on my WebAfrica Home Pro account vs. 55ms ping and 0% packet loss on my friend's VOX account.

Here is the traceroute over WA:
Code: 
Tracing route to 155.133.238.163 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  router.local [192.168.11.1]
  2     *        *        *     Request timed out.
  3    24 ms    25 ms    24 ms  196.38.75.121
  4    24 ms    24 ms    24 ms  196.38.75.122
  5    24 ms    25 ms    24 ms  196.38.77.88
  6    24 ms    26 ms    24 ms  mi-za-cpt-p7-te0-7-0-0.ip.isnet.net [168.209.2.12]
  7   716 ms   874 ms   741 ms  168.209.100.101
  8   584 ms   669 ms   840 ms  pr2-pkl-xe-2-2-0.ip.isnet.net [168.209.1.179]
  9    42 ms    43 ms    41 ms  196-60-9-21.ixp.joburg [196.60.9.21]
 10    41 ms    42 ms    43 ms  192.168.210.53
 11    59 ms    58 ms    67 ms  155.133.238.163

and here is the same traceroute over VOX:
Code: 
Tracing route to 155.133.238.163 over a maximum of 30 hops

  1    <1 ms    <1 ms    <1 ms  router.chris.local [192.168.11.1]
  2     *        *        *     Request timed out.
  3    23 ms    23 ms    23 ms  telkom-upload-vlan-barrack-ipc.vox.co.za [41.193.121.9]
  4    23 ms    23 ms    23 ms  vox-upload-teraco-cpt-barrack-ipc.vox.co.za [41.193.121.10]
  5    25 ms    23 ms    23 ms  vox-b2b-pts-barrack-ipc-int.vox.co.za [209.203.1.41]
  6    23 ms    24 ms    24 ms  41.193.120.45
  7    36 ms    37 ms    35 ms  41.193.106.105
  8    35 ms    44 ms    37 ms  41.193.106.97
  9    55 ms    57 ms    56 ms  41.193.106.101
 10    55 ms    53 ms    53 ms  41.193.119.42
 11    40 ms    41 ms    41 ms  196-60-9-22.ixp.joburg [196.60.9.22]
 12   126 ms    41 ms    41 ms  192.168.210.55
 13    41 ms    42 ms    42 ms  155.133.238.163

Other friends of mine reckon that there may also be an ADSL congestion issue in Stellenbosch itself?
Click to expand...

Congestion would give you the same result on either Vox or WA, so i doubt it (unless your tests were done hours apart)
 
update :

We will be testing the CSGO this public holiday and feedback to IS the test result/findings we have

Regards Netflix - when testing we get Pinging www.eu-west-1.prodaa.NETFLIX.COM [52.19.164.15] with 32 bytes of data - the servers block ICMP requests , it why you cannot ping/traceRT to it.
 
If you gonna test CSGO test from the Western Cape from 7pm till 10.30 pm 100ms - 150ms ping does not matter what account one uses and after 11pm it drops to 32ms ping again and all is good. Reports of this is from Gordans Bay, Somerset West, Strand and Stellies also ppl out CT way that play CSGO have the problem. All games normally start at 8pm for VS Masters and ESEA and playing on 150ms ping is just crazy.
 
BravoVictor said:
If you gonna test CSGO test from the Western Cape from 7pm till 10.30 pm 100ms - 150ms ping does not matter what account one uses and after 11pm it drops to 32ms ping again and all is good. Reports of this is from Gordans Bay, Somerset West, Strand and Stellies also ppl out CT way that play CSGO have the problem. All games normally start at 8pm for VS Masters and ESEA and playing on 150ms ping is just crazy.
Click to expand...

Thank you - added this note to the engineer investigation
 
Everything is working perfectly tonight.
.
.
.
.
.
.
.
.
.
On Afrihost.

Webafrica pretty much useless.

I'm amazed they are unwilling to admit there is a problem, albeit a major capacity related issue at that.
 
So how did the testing go ?? on CSGO the ping was 100+ from 4pm yesterday. We tested all the accounts we have and the same results bad latency till 11pm out Somerset West way and from Table View. This has been going on for 3 to 4 weeks now ?
 
Mmmm and tonight for the first time in 4 weeks all good. Pretty wierd must have been the testing phase now keep it like this.www.google.co.za 10 PM all good.jpg
 
The network team were testing most of last night and the night before - thank you for the feedback - will update the team with this update
 
WEB-AFRICA - are you still open for business?

My past 2 months complaints, only!

1. First you moved all my Nexis lines over to Web-Africa, inflated the agreed prices without any notifications. When you phone your support, they recon you do sell VOIP services, but do not offer support on the product????? So, you already go 1 tick gone.

2. I ordered LTE through you, sales people given me false information about the agreed delivery period, just to make a sale, so there you go another tick.

3. Above you say your support hours are:
Availability - Monday > Friday (excluding public holidays)
8:00 > 16:00

-I phoned several times today, simply cannot get through to the support.
-I phoned 16h30, after 16 min holding, your agent picked up, not realizing that someone is on the line, having a fat chat to another employee. Firstly, the confirmation was mostly non-work related and then I heard how they discuss getting rid of people complaining with "stupid" request. Was listing for about 6min to the conversation. She then after the fat conversation released that someone is on the line and simply cut the call.
-I tried phoning again, but no mentioning on the answering system that your support closed at 4pm and do not take calls. Given up after holding again 15min.

So yes, tick 3.

4. I also received an email this morning that "one" (Yes, I have multiple accounts for clients with Web-Africa) is running out of data. When I login to my account, click on "upgrade" it simply logs me out. Tried on another PC - so no, there is nothing wrong with my laptop. Tried Internet Explorer, Google Chrome and Firefox. I then eventually managed to get the upgrade to go through, but now the payment got stuck for some reason. Same story, try to go into billing and the website log me out.

Tick 4

5. I also send an email this morning 7h12am - reference ID: 132707, now it is past 5pm, still no response from you.

Tick 5

So let's wait and cut my ADSL. No more complaints, will simply close all my accounts.

Your long-lasting customer of over 2 years.

EZ
 
I have a Telkom Crystal acc and we had the same problem on both rekt latecy so checked out your thread and saw other ppl having bad latency so stared my own testing all my other accounts and yes 7 pm came the whole lot went to crap at least Webafrica guy gave us some updates and such try the other ISPs good luck, just thankfull its fixed.
 
ezras said:
WEB-AFRICA - are you still open for business?

My past 2 months complaints, only!

1. First you moved all my Nexis lines over to Web-Africa, inflated the agreed prices without any notifications. When you phone your support, they recon you do sell VOIP services, but do not offer support on the product????? So, you already go 1 tick gone.

2. I ordered LTE through you, sales people given me false information about the agreed delivery period, just to make a sale, so there you go another tick.

3. Above you say your support hours are:
Availability - Monday > Friday (excluding public holidays)
8:00 > 16:00

-I phoned several times today, simply cannot get through to the support.
-I phoned 16h30, after 16 min holding, your agent picked up, not realizing that someone is on the line, having a fat chat to another employee. Firstly, the confirmation was mostly non-work related and then I heard how they discuss getting rid of people complaining with "stupid" request. Was listing for about 6min to the conversation. She then after the fat conversation released that someone is on the line and simply cut the call.
-I tried phoning again, but no mentioning on the answering system that your support closed at 4pm and do not take calls. Given up after holding again 15min.

So yes, tick 3.

4. I also received an email this morning that "one" (Yes, I have multiple accounts for clients with Web-Africa) is running out of data. When I login to my account, click on "upgrade" it simply logs me out. Tried on another PC - so no, there is nothing wrong with my laptop. Tried Internet Explorer, Google Chrome and Firefox. I then eventually managed to get the upgrade to go through, but now the payment got stuck for some reason. Same story, try to go into billing and the website log me out.

Tick 4

5. I also send an email this morning 7h12am - reference ID: 132707, now it is past 5pm, still no response from you.

Tick 5

So let's wait and cut my ADSL. No more complaints, will simply close all my accounts.

Your long-lasting customer of over 2 years.

EZ
Click to expand...

Quick Update.

Day 2, still no feedback on my ticket from WebAfrica.

I eventually managed to login to the website and access the billing information, and it just get better.

It shows I owe R200, but there is no place to process the payment, other than doing an EFT and upload proof of payment.

WebAfrica, you have very serious issues and I definitely think of moving my accounts next week. Cannot work with a provider that cannot help you to pay a bill - simply un-exceptable.
 
Just to confirm - this is WA ADSL/VDSL thread, amiright? So all the lines are Telkom?
 
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