Testing ISP email support

Daniel Puchert

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ISP email support tested

South African Internet service providers (ISPs) offer various ways to contact support or sales teams for details on processes like transferring from one ISP to another.

While email is a core part of ISPs' support channels, they are often neglected as ISPs prioritise call centres and live chat support.
 
Should have named and shamed those who do not have emails at all in your table - like WebAfrica.
 
Should have named and shamed those who do not have emails at all in your table - like WebAfrica.
We also looked for email contacts for Cool Ideas, Mweb, Rain, Supersonic, Telkom, Vodacom, and Webafrica. However, these ISPs didn’t offer visible email addresses or contact forms.
??
 
I see your WebAfrica and raise you a Supersonic.

There is no explanation how this company can still be in business, let alone sign up new clients.

Every single time you try to contact their accounts dept. via Whatsapp, the chat request is never answered and times out at the end of the work day with a message stating that you should try again tomorrow.

Calling them on the phone also is of no use. Gave up after 31 mins on hold without speaking to anybody.

Supersonic Hold time.png

Should you decide to cancel their service, you can send the cancellations email instruction to the address that they specified, but then never hear from them again, even though the auto-reply states that they will contact you before confirming the cancellation.

Not too long ago they forgot to bill customers for the voip lines that they provide for several months and then tried to invoice their customers for the outstanding amount all at once.

Their latest blunder was when they sent out mail notifications about line speed and price increases, which also went horribly wrong.

"Dear Valued Customer,

We are writing to convey our sincere apologies for a recent error in our communication to you. During the distribution of our latest email regarding updates to your Supersonic fibre service, some customers, including yourself, received incorrect information about their line speeds and pricing.

What Happened?
Due to an internal error, the information related to your specific account was incorrectly compiled. We understand how frustrating this can be and want to assure you that we are taking immediate steps to correct this mistake."
 
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Should test the ISP's technical knowledge, as well.
I've been with Herotel since 4 years ago, when they took over the company I've been for over 10 years. No issues yet......until now.

Well, small issue, but still. I asked for them to setup an 5Ghz SSID for me, in conjunction with my 2.4Ghz. The guy keeps telling me : (1.) that I don't have 5G.........and (2.) when I finally got him to understand what I was talking about, told me that I only need 5Ghz if I upgrade my 50Mbs fiber to 75Mbs and higher.
 
Should test the ISP's technical knowledge, as well.
I've been with Herotel since 4 years ago, when they took over the company I've been for over 10 years. No issues yet......until now.

Well, small issue, but still. I asked for them to setup an 5Ghz SSID for me, in conjunction with my 2.4Ghz. The guy keeps telling me : (1.) that I don't have 5G.........and (2.) when I finally got him to understand what I was talking about, told me that I only need 5Ghz if I upgrade my 50Mbs fiber to 75Mbs and higher.
You have to specify that you want the 5Ghz Wi-Fi band activated, which is different from the 5G Mobile network. I have found that most non-technical persons that I deal with assume it is the latter when you say 5G.

Are Herotel's routers locked down so that you cannot do it yourself?

Update: I see they are.


 
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