Prepaid MB's lost on WebAfrica account

[bees]

I've got two accounts at WebAfrica.

I applied for the second one around middle of last month. I originally applied for a ADSL 1GB account, but actually wanted a Prepaid account (finger trouble). So I immediately emailed them, and a support guy replied telling me that he switched the account to prepaid. ** EDIT: I DID NOT email them immediately, only after a week. Sorry about that.**

Cool, another case of stunning service from WA.

Today however, my main account got capped (Also prepaid), and I phoned WA to upgrade this one to their 5GB package. But because it takes a while to replicate, I had to go over to my second account. Quickly checked to see how much I have left on prepaid, and I saw that there's 0mb left. Asked the sales guy what's going on (was busy changing accounts over on router while on the phone with the guy), and he had a look at it.

Apparently, when changing from a normal account to prepaid, the cap allocation falls away at the end of the month, and isn't seen as prepaid cap. But when I emailed the support, they didn't say anything about that - only found out today.

So last month I used about 350mb, and left the rest for emergency, but at the end of the month, the other 650mb fell away.

Just a friendly warning to other WA users switching between accounts...

The rest of the dealings with them have been great though - very impressed.

 

[MrG]

what do you mean a warning for switching accounts, why would you want to switch accounts? Just create another. Right? Maybe I am not reading it correctly.

 

[bees]

what do you mean a warning for switching accounts, why would you want to switch accounts? Just create another. Right? Maybe I am not reading it correctly.

When switching a specific account over from fixed to normal, or vice versa.

I accidently created a normal account, but wanted a prepaid in stead. Already had the "normal" account. Don't want to switch between accounts the whole time...

 

[wamatt]

Hmm I don't quite understand, but send me a PM and we'll sort you out. You will never loose prepaid MB. If you made an honest mistake in ordering we'll honour that.

Also we should really make it a bit more clear so my apologies if you were confused. You never need two accounts. A normal account supports prepaid as well.

There are two types of accounts:

- Standalone Prepaid
- Normal capped account.

*Both* of them can be topped up with prepaid thus you only ever need one username. Hope that makes sense!

 

[bees]

Hi Wamatt,

When I applied for my first account, I made it prepaid, because I wanted to guage how much we're gonna use. Now that I know, I changed that over to fixed 5gb. I do know that you can add prepaid to the normal cap if and when you reach your normal cap.

The second account I applied for was meant for emergency, and to test the ADSL lines of my clients. When I applied, I made the mistake of making it a normal 1gb (in other words the cap will fall away at the end of the month), in stead of 1gb prepaid. I must be prepaid, because I probably will use that 1gb over a period of 3 months before I needed to buy some again.

I will PM you the times and dates when I applied for the second account, and the support person that handled my ticket.

Thanks!

 

[wamatt]

Cool, I get it now.

Basically if you have a fixed cap account eg 3GB, and decide you no longer want to be on fixed cap, but decide you want a prepaid only account AND you want to use the same username, THEN your fixed cap gb remaining will fall away when you decide to switch.

Thus two options if you want to use all your MB.

- Cancel your 3GB account (it still remains active to month end) and order a second prepaid username.

- Wait till your 3GB is capped and then get it changed.

I would like to apologise that this was not made clear to you by support. Thanks for pointing it out.