This what you can expect: Webafrica.

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BollaZee

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Some feedback on Webafrica, I have been having issues with them and they are not responding.

Back in the old days the ISPs always blamed Telkom and their ADSL / VDSL infrastructure. With fibre you can clearly see where the problem is.

These are my speedtests from Webafrica:

Local (This is to Webafrica itself):
111.PNG

International speeds:
22222.PNG

SAIX Speedtest:
3333.PNG


I have opened multiple tickets with them. I have been through discussions (both on tickets and calls) such as;
Did you restart the modem.
The modem only has 100mbps ports (all my network equipment has minimum gigabit ports).
The Wifi has interference (using wired connections, CAT6).
Laptop / PC can't handle the speed (Macbook Pro, PS4 Pro, PC has 9700k with 2x SX6000 NVMe drives with 2000mbps+ read / write speeds and 2xgigabit ports).

The last support tickets they simple said they are sending it to Openserve as they are the problem. Openserve is not the problem. Here is a speedtest with guest@openserve account:

4444.PNG

At this point I'm at a loss with Webafrica, I feel screwed over as I'm buying and paying for a product (R1639.00) and I'm not even getting 50% of what they advertise.

It's a capped account (600GB), if it was a cheap uncapped account I could have understood the shapping and FUP.
It's not like I'm a heavy user or anything, my usage this month:

5555.PNG


My needs are basic, I get home from work, I continue to work which requires internet. I maybe play a bit of online games, update steam library and Netflix a bit, phones are on Wifi for Skype / Whatsapp. Very basic needs, most of the mentioned needs doesn't work. Using Youtube simply gives me a "Error, content unreachable. Try again". Netflix doesn't even attempt at streaming 4k. Playing games online is simply not possible.

With the bad service and bad support it simply feels like I'm being robbed. At which ISP is the grass greener?

Thanks.
 
BollaZee said:
Some feedback on Webafrica, I have been having issues with them and they are not responding.

Back in the old days the ISPs always blamed Telkom and their ADSL / VDSL infrastructure. With fibre you can clearly see where the problem is.

These are my speedtests from Webafrica:

Local (This is to Webafrica itself):
View attachment 671529

International speeds:
View attachment 671531

SAIX Speedtest:
View attachment 671533


I have opened multiple tickets with them. I have been through discussions (both on tickets and calls) such as;
Did you restart the modem.
The modem only has 100mbps ports (all my network equipment has minimum gigabit ports).
The Wifi has interference (using wired connections, CAT6).
Laptop / PC can't handle the speed (Macbook Pro, PS4 Pro, PC has 9700k with 2x SX6000 NVMe drives with 2000mbps+ read / write speeds and 2xgigabit ports).

The last support tickets they simple said they are sending it to Openserve as they are the problem. Openserve is not the problem. Here is a speedtest with guest@openserve account:

View attachment 671545

At this point I'm at a loss with Webafrica, I feel screwed over as I'm buying and paying for a product (R1639.00) and I'm not even getting 50% of what they advertise.

It's a capped account (600GB), if it was a cheap uncapped account I could have understood the shapping and FUP.
It's not like I'm a heavy user or anything, my usage this month:

View attachment 671551


My needs are basic, I get home from work, I continue to work which requires internet. I maybe play a bit of online games, update steam library and Netflix a bit, phones are on Wifi for Skype / Whatsapp. Very basic needs, most of the mentioned needs doesn't work. Using Youtube simply gives me a "Error, content unreachable. Try again". Netflix doesn't even attempt at streaming 4k. Playing games online is simply not possible.

With the bad service and bad support it simply feels like I'm being robbed. At which ISP is the grass greener?

Thanks.
Click to expand...
PM me for a test account?
 
n1ckna5 said:
Not only is webafrica up for sale, but it seems like they've already let go of their support agents since i haven't gotten a reply in 2 weeks.
Click to expand...
https://www.speedtest.net/result/8347739964

That's supposedly a 100mbps line. I'm unimpressed. Seen it as low as 8 tonight. Full speed with another ISP test account though, so I'm cancelling my services with WA and going elsewhere. Their support has pretty much always been shocking.
 
Leitmotif said:
https://www.speedtest.net/result/8347739964

That's supposedly a 100mbps line. I'm unimpressed. Seen it as low as 8 tonight. Full speed with another ISP test account though, so I'm canceling my services with WA and going elsewhere. Their support has pretty much always been shocking.
Click to expand...

Hi All,

Having a look at all the connection performances test results and comments on this thread we must admit that there is a lot of room for improvement, to say the least. :unsure:

We do however have good news and can confirm that our Openserve customers will be migrated over to our new network next week. :thumbsup:
This should provide significant improvements to connection performance. We are doing these connection migrations in batches one area, OLT, and fibre infrastructure at a time - this is all in aid of ensuring a smooth transition onto the new network and minimal... to no downtime.

We are also emailing each customer directly when their specific connection has been migrated to the new network.

@Leitmotif - thank you so much for your DM - our techs are on standby for your reply and test results Re: Ticket ID#635595

Regards,

Webafrica
 
WebAfrica Helper said:
@Leitmotif - thank you so much for your DM - our techs are on standby for your reply and test results Re: Ticket ID#635595
Click to expand...

Bruh, you put a little too much faith in your techs. I'm not showing as cancelled on your system yet, but that's only because I have a policy of sleeping on decisions made when severely pissed. It gives a chance to slow down and reflect.

Unfortunately, while engaging in my calm and reflective morning I received a response asking me to basically hard reset my router and ONT, then run another speed test. Having been a customer of Webafrica for some time, this was far from my first time having to go through this process. As such, I had already performed a full reset before running the test/tracert/etc. It's a completely pointless response signalling another round of back and forth that wastes everyone's time and achieves nothing at all.

Looking on the bright side, at least I received a response this week, unlike the last time that I had an issue. Still, your support staff are either not suitable for their positions, or are having to cover for a system that's inherently unstable and just never going to perform to spec, in which case they have my deepest sympathy. Either way, what I need as a customer is not validation and attention - it's a functioning product. The ideal ISP isn't a relationship - it's a completely transparent service that I never have to think about, worry about, second guess or devote my own mental bandwidth to engaging with.

Every time I'm watching an episode of Grand Tour on Prime and the video quality suddenly drops to 260p, every time I catch a lag spike and end up floor tanking or log in to a game and realise that tonight I'm going to be gathering instead of raiding because I'm watching players rubberband across the city - those are the times when I think of my ISP. Now, your new infrastructure may change that, and I really hope it does, because despite the steadily increasing rudeness in my support tickets over time, I do recognise that a company is made up of real people. But I've had to think of WebAfrica far too often lately, and it's time to tap out.
 
Leitmotif said:
Bruh, you put a little too much faith in your techs. I'm not showing as cancelled on your system yet, but that's only because I have a policy of sleeping on decisions made when severely pissed. It gives a chance to slow down and reflect.

Unfortunately, while engaging in my calm and reflective morning I received a response asking me to basically hard reset my router and ONT, then run another speed test. Having been a customer of Webafrica for some time, this was far from my first time having to go through this process. As such, I had already performed a full reset before running the test/tracert/etc. It's a completely pointless response signalling another round of back and forth that wastes everyone's time and achieves nothing at all.

Looking on the bright side, at least I received a response this week, unlike the last time that I had an issue. Still, your support staff are either not suitable for their positions, or are having to cover for a system that's inherently unstable and just never going to perform to spec, in which case they have my deepest sympathy. Either way, what I need as a customer is not validation and attention - it's a functioning product. The ideal ISP isn't a relationship - it's a completely transparent service that I never have to think about, worry about, second guess or devote my own mental bandwidth to engaging with.

Every time I'm watching an episode of Grand Tour on Prime and the video quality suddenly drops to 260p, every time I catch a lag spike and end up floor tanking or log in to a game and realise that tonight I'm going to be gathering instead of raiding because I'm watching players rubberband across the city - those are the times when I think of my ISP. Now, your new infrastructure may change that, and I really hope it does, because despite the steadily increasing rudeness in my support tickets over time, I do recognise that a company is made up of real people. But I've had to think of WebAfrica far too often lately, and it's time to tap out.
Click to expand...

We have updated the service delivery managers with the above feedback - we will be in touch asap today
 
@WebAfrica Helper

I’ve had a few support tickets which never resolved my problem

Which is that on my octotel 100/100 line, streaming bbc (from uk) buffers between 6pm an 11pm every day

Speed tests to only Europe drop below 1mbps during this Time

My servers in Germany become unmanageable too

Is there a reason why EU is slow ?
How would I be able to find the fault ?
Thanks
 
I have pretty much had the same experience with Web Africa as the OP. I have 100/50 with 300GB Pro capped account.

From exactly 29 May my connection went from fine to almost unusable during peak times. Latency to EU up from 200ms to 4000ms+ and youtube vids drop to 144p quality and then starts buffering. Local speedtests sometimes still look good but mostly the ping goes from 5ms to 42ms. Then I know international will be over 4k. It was clearly a shaping issue.

I have sent many many e-mails and have gone through all the standard useless tests. Even after proving 100% that it is an account issue by using a Openserve test account and having no problems during peak times on that account, Web Africa did nothing. So little actually that they just stopped replying to emails or answering their phones it seems. (even if the phone was answered I had to explain the whole thing from scratch and start of by being treated like an idiot all over again and having to prove all my points from scratch.)

I hope the migration does good things for them but I canceled my account yesterday. I'm hoping my last month with them wont be too painful but this is not the first multi-month issue I have had during my 4+ years with them and new infrastructure wont possibly fix the lack of support and bad service.
 
NihilimSA said:
I have pretty much had the same experience with Web Africa as the OP. I have 100/50 with 300GB Pro capped account.

From exactly 29 May my connection went from fine to almost unusable during peak times. Latency to EU up from 200ms to 4000ms+ and youtube vids drop to 144p quality and then starts buffering. Local speedtests sometimes still look good but mostly the ping goes from 5ms to 42ms. Then I know international will be over 4k. It was clearly a shaping issue.

I have sent many many e-mails and have gone through all the standard useless tests. Even after proving 100% that it is an account issue by using a Openserve test account and having no problems during peak times on that account, Web Africa did nothing. So little actually that they just stopped replying to emails or answering their phones it seems. (even if the phone was answered I had to explain the whole thing from scratch and start of by being treated like an idiot all over again and having to prove all my points from scratch.)

I hope the migration does good things for them but I canceled my account yesterday. I'm hoping my last month with them wont be too painful but this is not the first multi-month issue I have had during my 4+ years with them and new infrastructure wont possibly fix the lack of support and bad service.
Click to expand...

I think mine happened around the same time. Useless default responses and now also not getting replied to. I've been emailed already 3 times from webafrica telling me that the network is moving over and then retracting the statement in another email.. Like why bother even sending me the email in the first place? Haha. And yes looks like shaping on my end too.. 1-2% of my line during peak times is unacceptable.
 
Webafrica/Frogfoot has gone down 3x this week.

Calling the support staff was not helpful, they couldn't add any useful information or confirm/deny any issue. Aside from restarting the ONT and router (which I had already done prior to calling them) they got me to re-enter the username and password and try a test account, which didn't achieve anything.
They said they'd call me back.
The last time their support system was down and they couldn't see my account or log a ticket. The agent estimated their support system would be back online in 10-15 mins. I gave my mobile number and username and asked the agent to log my ticket with Frogfoot and call me and gave him a mobile number to call me on.

The surprising thing is the support agent asked me dumb stuff like "Is the Internet light on". Surely they should be able to see that there's no PPPoE connection on their end. How bad can their support system be?

Out of all 3 tickets I've not heard a peep out of them. It just silently started working each time after a few hours. Granted my number is not the account holder's number and I've not yet asked him if he's heard anything, but he'd have probably have forwarded anything to me. Nevertheless reliability has been very bad (I don't know who's fault it is, Webafrica or Frogfoot) and the support has been pretty horrible.

But I know from my own experience, I had a VoIP account with another ISP who got bought by Webafrica. They more than quadrupled the monthly price and silently just started debiting me. When I wrote them a slightly angry support ticket asking a few questions I didn't get any response.

My queries and support requests seem to go into a black hole at Webafrica.

I need to get my own fibre account now and can't say I'm keen on Webafrica. I'm moving to a place where I can take over Vodacom fibre, I can give that a go without paying installation. If that doesn't work out, I'm interested in Afrihost, despite the mixed experiences that can always be found on myBB, I used Afrihost for ADSL for years and they were actually excellent. Support wasn't amazing, but hey, they got the job done relatively quickly and actually replied, which is a huge benefit over Webafrica.
 
Last edited:
Leitmotif said:
Bruh, you put a little too much faith in your techs. I'm not showing as cancelled on your system yet, but that's only because I have a policy of sleeping on decisions made when severely pissed. It gives a chance to slow down and reflect.

Unfortunately, while engaging in my calm and reflective morning I received a response asking me to basically hard reset my router and ONT, then run another speed test. Having been a customer of Webafrica for some time, this was far from my first time having to go through this process. As such, I had already performed a full reset before running the test/tracert/etc. It's a completely pointless response signalling another round of back and forth that wastes everyone's time and achieves nothing at all.

Looking on the bright side, at least I received a response this week, unlike the last time that I had an issue. Still, your support staff are either not suitable for their positions, or are having to cover for a system that's inherently unstable and just never going to perform to spec, in which case they have my deepest sympathy. Either way, what I need as a customer is not validation and attention - it's a functioning product. The ideal ISP isn't a relationship - it's a completely transparent service that I never have to think about, worry about, second guess or devote my own mental bandwidth to engaging with.

Every time I'm watching an episode of Grand Tour on Prime and the video quality suddenly drops to 260p, every time I catch a lag spike and end up floor tanking or log in to a game and realise that tonight I'm going to be gathering instead of raiding because I'm watching players rubberband across the city - those are the times when I think of my ISP. Now, your new infrastructure may change that, and I really hope it does, because despite the steadily increasing rudeness in my support tickets over time, I do recognise that a company is made up of real people. But I've had to think of WebAfrica far too often lately, and it's time to tap out.
Click to expand...

Easiest way to get rid of your problem is to get rid of WA. That sorted ALL my problems!
 
Back office nightmare going from ADSL to Fiber !

Once you get signed ... their service drops like a BRICK !

About now 10 credit notes in 1 week (lol), what a joke ! Basic maths billing department !

Shocking service to say the least !
 
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