RSA Web slow support

[jezzad]

Been with RSA web for about 2 years now, Octotel with a 100/100 connection.

Everything has been running pretty smoothly until recently. Im running a a Apple Time Capsule as the main router, this is then connected to 3 other Apple AirPort Extremes to form a “mesh” network in my house. Now I know this isn’t a typical mesh network but it allows me to backup our MacBooks to the TimeCapsule from anywhere in the house using the native OS

Ive had a bit of an issue with network speed decreasing, to be fair I have put this down to my wifi network and not RSA Web however their support really has been extremely slow. The only way of getting immediate support is to call them and spend 30min on the phone troubleshooting

It seems their network links to the MAC address on my Time Capsule and this means I cannot plug in a new router to test my speed without contacting them, I logged a support ticket with them and it took them and it took them 8 days to get back to me about “unlocking” the Mac address

I then decided to increase my line speed to 200 / 200 to “mitigate” the poor wifi speed in some areas of the house. Its taken them three weeks to get back to me and tell me I need a new router to run 200/200 which costs and extra R260 to be sent to me.

I have a budget of R1450 that my company pays toward my “connectivity” at home.

Considering I WFH permanently and cannot have downtime / slow speeds. Can any of you suggest a ISP that would offer me decent support and turn around times with queries issues? I have a decent budget available to pay for this. I also dont want to switch and go through any downtime.

 

[CrypticZA]

I am with RSAWEB + Octotel at work and honestly the experience is poor, we have a business account and the support we get is pathetic. We will be dropping them when the contract expires.

Have a home connection Vumatel + CISP and am very happy with that @PBCool and co really run things well, support i have received from them has been really good too.

Unfortunately you being on Octotel you will have a lot more issues than someone on Vumatel though.

 

[websquadza]

Happy to assist - drop me a PM if you have any questions?

 

[ShakeSpeer]

You can't complain about slow support with RSAWeb, 'cause there is no support....

I've been with RSAWeb for 2-3 years, and as long as you don't have any issues, its smooth sailing, not sure how they can be No 1 ISP in South Africa on Google.

Early in November I requested (via the Manage Account function on their website) to downgrade my Fibre with effect 01/12. On 24/11 tI received their invoice for the normal line (not the downgraded line), I immediately emailed them regarding the downgrade and it took them 6 days to respons with “Can you please provide us with the ticket number”. On 30/11 I send them a screen shot of their own system where the downgrade was requested with effective date.

Up to now, nothing has happend. Everybody forward the request to somebody else and promise that another person will contact me, yet nothing.

If this is the support I get from them, maybe I should find another ISP.... Just wondering if I can't even get then to downgrade my line, how will I get them to cancel it?