Tormented by Webafrica

[aviddiviner]

Hmm, fair enough, but I beg to differ. A new ISP might actually pursue the issue with the FNO, and communicate with me. Also, if I sign up with a new ISP then it's in their best interests to get the line working first so that they can start billing me. Instead of just billing me anyway for something that doesn't work.

 

[Grouter]

I came into the thread expecting the 'octotel' word to pop up, and, sure enough.....

 

[aviddiviner]

For example, continuing my support chat from earlier, this is how it currently looks:



There has got to be better support than this. So yes, I think my results might differ slightly, at least in my customer experience.

 

[Kloofvreter]

Hmm, fair enough, but I beg to differ. A new ISP might actually pursue the issue with the FNO, and communicate with me. Also, if I sign up with a new ISP then it's in their best interests to get the line working first so that they can start billing me. Instead of just billing me anyway for something that doesn't work.

If you feel that reprovisioning fee is worth the while. All up to you.

 

[aviddiviner]

If you feel that reprovisioning fee is worth the while. All up to you.

Ja I'm happy to pay a bit extra so that I can get some customer service at this point. And at least I don't have to pay anyone while the line is unusable.

 

[SubtleBeast]

Waiting for a month now for WA to activate my order: still pending.
Vuma checked on their side.
No records of my order.
Thank goodness I came across this post.
Will rather apply with Afrihost now.

 

[CR Gold Member]

Finally got a contact number out of them, after waiting the whole of yesterdat, just for assistance.

 

[Webafrica Helper]

For example, continuing my support chat from earlier, this is how it currently looks:

View attachment 1180664

There has got to be better support than this. So yes, I think my results might differ slightly, at least in my customer experience.

Morning @aviddiviner . We are super keen to assist, and in the process - give you a few good reasons to reconsider your decision and choose to stay with us

Irrespective of the outcome, it's vital to us as your ISP that every interaction leaves you feeling both valued and supported. With that being said, when you have a moment - please DM us with your profile details along with a direct contact number to submit to our techs. We will need to troubleshoot and isolate what happened to your perfect fibre connection performance since mid-October, fix it - and discuss the best way forward with you.

As a general address on the thread to anyone else that may need support - feel free to reach out with your details via DM. We're on standby to help out.

Regards,

Webafrica

 

[TowerGuru]

Morning @aviddiviner . We are super keen to assist, and in the process - give you a few good reasons to reconsider your decision and choose to stay with us

Irrespective of the outcome, it's vital to us as your ISP that every interaction leaves you feeling both valued and supported. With that being said, when you have a moment - please DM us with your profile details along with a direct contact number to submit to our techs. We will need to troubleshoot and isolate what happened to your perfect fibre connection performance since mid-October, fix it - and discuss the best way forward with you.

As a general address on the thread to anyone else that may need support - feel free to reach out with your details via DM. We're on standby to help out.

Regards,

Webafrica

Hi, I sent you a PM about my outstanding fibre order... please can you get back to me, emails, phone calls and whatsapp is not getting me anywhere....what is going on over there? have you retrenched a bunch of staff or something? I have been a client for like 5 years and it has never been this bad.

 

[FrikkieSwag]

Morning @aviddiviner . We are super keen to assist, and in the process - give you a few good reasons to reconsider your decision and choose to stay with us

Irrespective of the outcome, it's vital to us as your ISP that every interaction leaves you feeling both valued and supported. With that being said, when you have a moment - please DM us with your profile details along with a direct contact number to submit to our techs. We will need to troubleshoot and isolate what happened to your perfect fibre connection performance since mid-October, fix it - and discuss the best way forward with you.

As a general address on the thread to anyone else that may need support - feel free to reach out with your details via DM. We're on standby to help out.

Regards,

Webafrica

Is this a chatbot aswell?

 

[Webafrica Helper]

Hi, I sent you a PM about my outstanding fibre order... please can you get back to me, emails, phone calls and whatsapp is not getting me anywhere....what is going on over there? have you retrenched a bunch of staff or something? I have been a client for like 5 years and it has never been this bad.

Thank you so much - we have responded via DM. Vumatel order updates to follow soonest

 

[aviddiviner]

Morning @aviddiviner . We are super keen to assist, and in the process - give you a few good reasons to reconsider your decision and choose to stay with us

Irrespective of the outcome, it's vital to us as your ISP that every interaction leaves you feeling both valued and supported. With that being said, when you have a moment - please DM us with your profile details along with a direct contact number to submit to our techs. We will need to troubleshoot and isolate what happened to your perfect fibre connection performance since mid-October, fix it - and discuss the best way forward with you.

As a general address on the thread to anyone else that may need support - feel free to reach out with your details via DM. We're on standby to help out.

Regards,

Webafrica

Thanks for the reply. Last I heard from Wandisa was that the matter had been escalated, and you would contact me within 5-10 days (from yesterday). So any help in resolving the issue sooner than that would be great.

I have reversed out the debit order with my bank, due to non-performance of your contract obligations, so at this point just releasing the fibre line would be my first priority. But I'm open to suggestions. If you can get my internet working again that would be nice. I'll DM you my details now.

 

[Webafrica Helper]

Thanks for the reply. Last I heard from Wandisa was that the matter had been escalated, and you would contact me within 5-10 days (from yesterday). So any help in resolving the issue sooner than that would be great.

I have reversed out the debit order with my bank, due to non-performance of your contract obligations, so at this point just releasing the fibre line would be my first priority. But I'm open to suggestions. If you can get my internet working again that would be nice. I'll DM you my details now.

Morning @aviddiviner - Thank you so much for your DM, our teams have confirmed a response to your DM with further action taken to help.

 

[aviddiviner]

Morning @aviddiviner - Thank you so much for your DM, our teams have confirmed a response to your DM with further action taken to help.

@WebAfrica Helper - Thanks for your response to my DM "with further action taken to help", but all the DM says is that you'll investigate (screenshot below), which is the same response I've gotten for weeks now. That doesn't help.



I'd really like to resolve this matter, and I'd really like you to release my line. I reversed the debit order at my bank, because you're charging me for a service that I'm not receiving, but now I see that you've put the charge through on my credit card, which is considerably harder to reverse. Please can I just talk to someone today and get this resolved, this is really getting a bit ridiculous.

 

[Anthro]

My suggestion is to
Create a Hellopeter thread, link to this.
Tweet about it.
Facebook (Meta?) post about it.

They @WebAfrica Helper are one of the ISP's on my list to never deal with anymore, because of their bad support.
You get one chance to piss off a client, after that they are a ex client.
Bad experience man, so sorry to read this

 

[Vorastra]

We're getting fibre pretty soon. Was just looking at WebAfrica and then saw this thread.

I've had WebAfrica for two months. No issues. ¯\_(ツ)_/¯

 

[Vorastra]

Morning @aviddiviner - Thank you so much for your DM, our teams have confirmed a response to your DM with further action taken to help.

You guys seriously need to have more of a presence here akin to @AfriNatic and @PBCool

 

[aviddiviner]

I've had WebAfrica for two months. No issues. ¯\_(ツ)_/¯

Yeah, my fibre was working perfectly for almost a year, but then it turns out when it broke, it broke completely, and it's been impossible to get anyone to fix it.

I actually had someone phone me today from WA, which was nice. I was driving around so we agreed they'd phone back at 3:30pm when I was home. Guess what? No call. And I phoned them back 3 times on the number they gave me and it rang through to voicemail. The last time it just went straight to voicemail. So yeah, go figure.

 

[aviddiviner]

Oh, and as far as releasing the line, they said this: If I want them to release the line early, then they will bill me for the whole of November, regardless. I haven't had proper internet now for over 4 weeks, but I have to let them try to fix the line if I want to get refunded for any of the time that it's been down. Great.

I just really don't know how you can bill someone for a service you don't provide.

 

[Jefferson D'Arcy]

I haven't had proper internet now for over 4 weeks, but I have to let them try to fix the line if I want to get refunded for any of the time that it's been down. Great.

I just really don't know how you can bill someone for a service you don't provide.

And how many avid diviners out there would have no chance at all of speaking to a human or getting attention randomly amongst the many, many complaint threads on a random internet forum?