RSAWEB - Horrible support.

U

Ulquiorra

Active Member
Joined
Apr 1, 2013
Messages
54
Reaction score
5
So my beef with RSAWEB started when I signed up with them in September 2021.

The terrible show started when they double charged me for my Fibre, not once but twice, and it took more than 14 days to get a refund from them on both occasions. They didn't know my situation, that additional R1000 could've been my bread on the table.

Fast forward to this year September. A client asked me to assist him with Fibre at his premises. I contacted RSAWEB for info regarding the referral program, thought I might as well get a discount out of it.

01 September 2022 - I contacted them, spoke to Marvin Jackson (I have the transcript). Asked him for referral info. He never sent it.

07 September - I contacted them again, spoke to Emille Dudley. Asked again for referral info, he sent it to me via email. I then filled it in with all the info needed. Phoned client and told him they should be in contact with him in the next week or so.

10 November - Client phones me, he's angry at me, nothing has been done so far. (At this point I've forgotten about it completely, I mean who doesn't follow up on business that's been handed on a platter to you.) So 2 months of 0 communication from RSAWEB's side. I phone their support, at 14:25 and we spoke for 12min 42s. The support agent (lady, don't remember her name) found the info in their system, apologized and told me they will phone the client asap.

22 November - I contacted them via Facebook, asking to speak to a Manager, they responded with:
Hi there, you may reach out to our sales team via live chat to request for the manager using the following link https://t.co/VY1MiBVxp5 alternatively you may briefly explain your query so we can forward the details to the team to assist
Click to expand...

So I followed the link, spoke to Minienhle, and Minienhle said the following:

MinienhleI will send your details to the team leader and ask them to contact you3:50:50 PM

Today - 0 contact has been made. Client told me to stop wasting his time. He's gone and signed up with a different provider. This has also soured my relationship with my client. It seems to me that they don't want new business, and also don't care about existing customers. I'm currently deciding on a new Fibre provider to move my 100Mbps line over to.

Stay away from them. I believe they grew too big too fast, and thus can't even start to provide you with basic support, like signing up a new client.
 
Ulquiorra said:
So my beef with RSAWEB started when I signed up with them in September 2021.

The terrible show started when they double charged me for my Fibre, not once but twice, and it took more than 14 days to get a refund from them on both occasions. They didn't know my situation, that additional R1000 could've been my bread on the table.

Fast forward to this year September. A client asked me to assist him with Fibre at his premises. I contacted RSAWEB for info regarding the referral program, thought I might as well get a discount out of it.

01 September 2022 - I contacted them, spoke to Marvin Jackson (I have the transcript). Asked him for referral info. He never sent it.

07 September - I contacted them again, spoke to Emille Dudley. Asked again for referral info, he sent it to me via email. I then filled it in with all the info needed. Phoned client and told him they should be in contact with him in the next week or so.

10 November - Client phones me, he's angry at me, nothing has been done so far. (At this point I've forgotten about it completely, I mean who doesn't follow up on business that's been handed on a platter to you.) So 2 months of 0 communication from RSAWEB's side. I phone their support, at 14:25 and we spoke for 12min 42s. The support agent (lady, don't remember her name) found the info in their system, apologized and told me they will phone the client asap.

22 November - I contacted them via Facebook, asking to speak to a Manager, they responded with:


So I followed the link, spoke to Minienhle, and Minienhle said the following:

MinienhleI will send your details to the team leader and ask them to contact you3:50:50 PM

Today - 0 contact has been made. Client told me to stop wasting his time. He's gone and signed up with a different provider. This has also soured my relationship with my client. It seems to me that they don't want new business, and also don't care about existing customers. I'm currently deciding on a new Fibre provider to move my 100Mbps line over to.

Stay away from them. I believe they grew too big too fast, and thus can't even start to provide you with basic support, like signing up a new client.
Click to expand...
Mind the speed isp are great
 
They have poor support, Applied for a line with them on the 23rd of November. Openserv was already installed they just needed to activate and give me login details. Tried contacting them via email, call centre, online help for a few days and eventually cancelled the order on the 30th of November. On the 8th of December they debited my account and they are applying clawbacks even though link was never activated. Their Google reviews looks great until you sort it by lowest ratings then you see a lot of similar complaints. They could not even onboard me, can only imagine what happens when you have link issue.
 
So, Frogfoot is down on the KZN south coast. I just spend 45 minutes trying to convince RSAWeb to log a support ticket. They blatantly refused, telling me that if frogfoot did not inform them of an issue, then it's a normal connection issue on my side. Told them that even Afrihost has indicated the link is down. WhatsApp chats of lots of people telling their frogfoot lines are down. They just blatantly refused. After 45 minutes they admitted that its a frogfoot issue and would long a ticket. They are beyond pathetic, if it was not for the penalty fee I would have dropped them a looooonnnnggggg time ago
 
Ulquiorra said:
So my beef with RSAWEB started when I signed up with them in September 2021.

The terrible show started when they double charged me for my Fibre, not once but twice, and it took more than 14 days to get a refund from them on both occasions. They didn't know my situation, that additional R1000 could've been my bread on the table.

Fast forward to this year September. A client asked me to assist him with Fibre at his premises. I contacted RSAWEB for info regarding the referral program, thought I might as well get a discount out of it.

01 September 2022 - I contacted them, spoke to Marvin Jackson (I have the transcript). Asked him for referral info. He never sent it.

07 September - I contacted them again, spoke to Emille Dudley. Asked again for referral info, he sent it to me via email. I then filled it in with all the info needed. Phoned client and told him they should be in contact with him in the next week or so.

10 November - Client phones me, he's angry at me, nothing has been done so far. (At this point I've forgotten about it completely, I mean who doesn't follow up on business that's been handed on a platter to you.) So 2 months of 0 communication from RSAWEB's side. I phone their support, at 14:25 and we spoke for 12min 42s. The support agent (lady, don't remember her name) found the info in their system, apologized and told me they will phone the client asap.

22 November - I contacted them via Facebook, asking to speak to a Manager, they responded with:


So I followed the link, spoke to Minienhle, and Minienhle said the following:

MinienhleI will send your details to the team leader and ask them to contact you3:50:50 PM

Today - 0 contact has been made. Client told me to stop wasting his time. He's gone and signed up with a different provider. This has also soured my relationship with my client. It seems to me that they don't want new business, and also don't care about existing customers. I'm currently deciding on a new Fibre provider to move my 100Mbps line over to.

Stay away from them. I believe they grew too big too fast, and thus can't even start to provide you with basic support, like signing up a new client.
Click to expand...
Come over to atomic access. @Atomic Access

I've recently switched over, here's my speedtests for the past couple of days on WiFi. Wired has been hitting 200Mbps everytime.

Screenshot_20230109_184522_WiFiman.jpg
 
Last edited:
Gothan said:
I would move to anyone, if I did not have to fork out R1700, and to even reward them for their crappy service..NEVER!!
Click to expand...

Could you elaborate further please? If you mean the monthly fee I'd say the price difference is well worth it. (You get what you pay for)

These bigger isps aren't concerned with the individual household and their support is atrocious compared to the competent staff these small to medium isps.
 
Zurg said:
Could you elaborate further please? If you mean the monthly fee I'd say the price difference is well worth it. (You get what you pay for)

These bigger isps aren't concerned with the individual household and their support is atrocious compared to the competent staff these small to medium isps.
Click to expand...
If you cancel within the first year they charge you the installation fee, it works like that with most ISP
 
Zurg said:
Could you elaborate further please? If you mean the monthly fee I'd say the price difference is well worth it. (You get what you pay for)

These bigger isps aren't concerned with the individual household and their support is atrocious compared to the competent staff these small to medium isps.
Click to expand...
I definitely agree with you on the small to medium ones, in PTA I was with WTTX and I could just WhatsApp them when there was an issue. RSAWeb spends 95% of the call trying to convince you that the problem is actually on your side
 
Gothan said:
If you cancel within the first year they charge you the installation fee, it works like that with most ISP
Click to expand...
Ahh yes I've forgotten about that. Who's your FNO?
 
BEWARE OF RSAWEB
Fast forward 09 Dec 2024. RSAweb has not improved. Still the same crappy service. Still waiting for a refund of a shipping fee for a router which was collected at their offices. The don't track what is happening in their office. When I queried why they charged me a shipping fee for an Item which was collected at their office , I had a chat with one of their consultants and asked them what this shipping charge was for and they replied it was for the router that was delivered. When asked when it was delivered , who signed for the delivery , where is proof of delivery the transferred me to the billing department , then from billing to another department and this parson told me that my parcel has been kept aside for collection , I explained to this person that it cannot be kept aside if I already collected the item from your office , long story short after many back and forth chats someone eventually realized what was going on and put me thru to the correct person who promised me that payment will be reversed in 3-5 business days , well more than a week later I am still waiting.

Problem 2: Our chats with RSAweb do not seem to be confidential as other customers chats get emailed to my account. Questioned about this and what they will be doing to ensure that this does not happen again , not to me or anyone else for that matter they said the will escalate this and get back to me before close of business. Six days later still no response from them neither to the escalation ( don't know where it was escalated to ??) and I wonder how long their business day is. Is this not a transgression of the POPI act? . I would definitely not recommend their service to anyone (not my friends / family /co-workers)
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X