RSAWEB - Horrible support.

[Jean Claude Vaaldamme]

Geez I know just like every other ISP RSAWEB are not perfect. But I have mostly got great service from them. My only issue was when they kept upgrading my line very year like all other ISP's and then the router they gave me could not handle the extra speed. They however gave me a monthly discount till I got a better router from them.

Few weeks back lightning killed out fiber. Chat to them with their online chat on the webpage( they always respond within a minute or two), on Monday morning. They said they have to send out Openserve and it could take a few days. Tuesday morning someone from RSAWEB call me and ask if Openserve contacted me, I say no not yet. Wednesday morning Openserve pitch, fix line and new ONT at no charge. Later the afternoon RSAWEB call again and ask if Openserve phones me. I respond they fixed line already.
Great service and fixed within 48hours and they kept updating, escalating and enquire.

 

[fruitbat]

Reading this, i would keep searching till you find 1 that works. RSAWeb has worked at my previous house and my current house using Octotel and I've had good support along with reasonable response whenever I asked them q's or had issues. When i had ADSL, and had ]issues with Telkom... it was painful. But then discovered what Twitter was, and my DM's to Telkom and my issues stopped being issues - they got resolved very quickly. And now - i reach out via X or via logging a ticket on their website (RSAWEB), and responses are good. Have never tried to phone them. Maybe its the people on the other end of the phone vs the chat/written channels?

 

[gladbanks]

Worst isp I've came across rsaweb sucks…​

Worst isp I've came across rsaweb sucks they told me my router will work with their Sim when I got the Sim the story changed then when I asked for a refund they told me processing fee is non refundable when it's then who told me the router will work.thats just deceiving

 

[gladbanks]

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:

Minienhle

I will send your details to the team leader and ask them to contact you

3:50:50 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.

Worst isp I've came across rsaweb sucks…​

Worst isp I've came across rsaweb sucks they told me my router will work with their Sim when I got the Sim the story changed then when I asked for a refund they told me processing fee is non refundable when it's then who told me the router will work.thats just deceiving