Freshy-ZN
Executive Member
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Web Africa - absolutely shocking service
- Thread starter Cadavre777
- Start date
Hmm, could be my setup, not sure WTF is up, I'll check when I get my new router, currently using a Billion.
Really annoying but it only happened at the end of the month tho.
I primarily use the Telkom Internet account now but I'll make it a point to check this month end (since I'll have a new router also). This time I'll call the help desk when it happens.
Thanks anyway
Gateway timeouts
Hi Gnome
Over the past 3 weeks SAIX has experience several network related problems regarding slow international connectivity and browsing timeouts. One primary issue that they had was the Link down between Rosebank LIR and Bellville LIR on the 21/10/08 that was intermittent for a few days.
If you still experience timeouts please try using different DNS addresses - 196.25.255.34 and 196.25.255.3 if the problem still persist i am happy to report this matter with SAIX.
Hi Gnome
Over the past 3 weeks SAIX has experience several network related problems regarding slow international connectivity and browsing timeouts. One primary issue that they had was the Link down between Rosebank LIR and Bellville LIR on the 21/10/08 that was intermittent for a few days.
If you still experience timeouts please try using different DNS addresses - 196.25.255.34 and 196.25.255.3 if the problem still persist i am happy to report this matter with SAIX.
Last edited:
killadoob
Honorary Master
Saix has been running like crap, so glad the new month came so i could go back to IS.
At the moment saix is a slow 1.4! 1969 beetle and IS is the latest ferrari in terms of speed.
At the moment saix is a slow 1.4! 1969 beetle and IS is the latest ferrari in terms of speed.
Cadavre777
Expert Member
Thanks for responding waroop and wavern.
I was contacted just after 8am by Web Africa staff and the issue has been resolved. Tags have been edited and changes will be made to the original post where necessary.
I must say Web Africa has done everything possible to remedy the situation and deserves the good reputation they have. Thanks guys
I was contacted just after 8am by Web Africa staff and the issue has been resolved. Tags have been edited and changes will be made to the original post where necessary.
I must say Web Africa has done everything possible to remedy the situation and deserves the good reputation they have. Thanks guys
Hi Cadavre777
Thank you very much for updating your posts and please do not hesitate to ever let us know may you have future queries.
@ the rest of the forumites whom have responded:
If anyone else here has not as yet been assisted or just merely have a couple questions they'd like answered, please feel free to PM myself and I assure you that I will get back to you as soon as possible!
Have a fantastic day guys! and girls!
Thank you very much for updating your posts and please do not hesitate to ever let us know may you have future queries.
@ the rest of the forumites whom have responded:
If anyone else here has not as yet been assisted or just merely have a couple questions they'd like answered, please feel free to PM myself and I assure you that I will get back to you as soon as possible!
Have a fantastic day guys! and girls!
guest2013-1
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The billing manager is a dream to work with. She doesn't bull**** or take any crap from anyone. Things happen (Thanks Mariet!)
However, I would have to echo the concerns raised here that if your problem isn't "Textbook" the support team normally don't know how to respond (or care to respond)
So even though the average wait time is 140 minutes, you have to keep in mind the quality of the response made by the support person.
Sure, some things are straight forward, but most of us on these forums are technically capable of "restarting our machine" or change DNS settings etc. So normally we do try those things before we even log a support ticket.
Then when we do log one, we get frustrated the support person appears to not have bothered reading our entire ticket (our essays) and respond with the same old drab we're used to. Then we have to escalate it to managers who then magically sort a 2 month battle out within mere minutes.
Provided WA goes the extra mile, they even phoned me in Dubai to chat to me about the issues I've experienced in cancelling my services online which I was able to do. We went back and forth and tracked the reason why it happened and they promptly fixed it.
This after a lot of misunderstanding from their side as the support person didn't convey they real nature of the ticket. (And probably because my english gets worse the more frustrated I get)
All in all, a lot of things they could do to cater for the percentage of techno-savvy people out there, and I reckon if they can do that, they'll make even MORE business
However, I would have to echo the concerns raised here that if your problem isn't "Textbook" the support team normally don't know how to respond (or care to respond)
So even though the average wait time is 140 minutes, you have to keep in mind the quality of the response made by the support person.
Sure, some things are straight forward, but most of us on these forums are technically capable of "restarting our machine" or change DNS settings etc. So normally we do try those things before we even log a support ticket.
Then when we do log one, we get frustrated the support person appears to not have bothered reading our entire ticket (our essays) and respond with the same old drab we're used to. Then we have to escalate it to managers who then magically sort a 2 month battle out within mere minutes.
Provided WA goes the extra mile, they even phoned me in Dubai to chat to me about the issues I've experienced in cancelling my services online which I was able to do. We went back and forth and tracked the reason why it happened and they promptly fixed it.
This after a lot of misunderstanding from their side as the support person didn't convey they real nature of the ticket. (And probably because my english gets worse the more frustrated I get)
All in all, a lot of things they could do to cater for the percentage of techno-savvy people out there, and I reckon if they can do that, they'll make even MORE business
Hi waroop
I definitely do not want prepaid packages, the packages i buy are the IS local only and as far as im aware, they dont come in prepaid packages.
And im not gonna pay 4 times as much for SAIX local prepaid either...
Surv0
Executive Member
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Ive only ever had outstanding service from WA, have mulitple accounts and a 4mb adsl sub with them, was even impressed with the transition speed from 384 to 4mb (even though thats telkoms area).
Thanks for the kind words there AcidRaZor, much appreciated.
Understandably, as with any company out there, we will always have a difference in service experience from person to person. You may pose the same problem, same questions and same answers to 2 or more people, and the outcome very well may be different each time round. The mere reason being that no 2 persons think exactly the same way.
Having said this, something I personally would love to accomplish at WA is to always try and make things simpler for every one of our clients. "Simpler" is most commonly what ends in better service.
And to accomplish the above, your opinions are greatly appreciated, for the mere fact that it allows us to see our products and services from our clients' point of view and not just our own. There definitely are some possibilities to improvements that we are currently looking into. Such processes may take time yes, but the outcome is something that is much more valuable as I am sure you'll agree.
Understandably, as with any company out there, we will always have a difference in service experience from person to person. You may pose the same problem, same questions and same answers to 2 or more people, and the outcome very well may be different each time round. The mere reason being that no 2 persons think exactly the same way.
Having said this, something I personally would love to accomplish at WA is to always try and make things simpler for every one of our clients. "Simpler" is most commonly what ends in better service.
And to accomplish the above, your opinions are greatly appreciated, for the mere fact that it allows us to see our products and services from our clients' point of view and not just our own. There definitely are some possibilities to improvements that we are currently looking into. Such processes may take time yes, but the outcome is something that is much more valuable as I am sure you'll agree.
Hi TheBandit
Yes, those IS Local accounts definitely are a lot more cost effective
Those packages are currently monthly packages and require cancelation if you do not wish to continue making use of them in following months to come.
We do not have a cancelation period really, we merely require that cancellations are sent to us before the start of the following month.
For smoother billing processes, since our invoicing is usually generated at about midnight on the 24th of a month, I would suggest that cancellations get sent to us anytime before the new months' invoicing is run. (this just to ensure that you are not billed for the next month, in which you do not want to make use of the service)
Cancellations may be done as such:
* Canceling the service straight from your client services area (accessible from our website)
* Sending in a cancelation request to [email protected] (this way, the account can be canceled, and the billing consultants can, at the same time, have a look and make sure that your accounts billing is correct.)
Yes, those IS Local accounts definitely are a lot more cost effective
Those packages are currently monthly packages and require cancelation if you do not wish to continue making use of them in following months to come.
We do not have a cancelation period really, we merely require that cancellations are sent to us before the start of the following month.
For smoother billing processes, since our invoicing is usually generated at about midnight on the 24th of a month, I would suggest that cancellations get sent to us anytime before the new months' invoicing is run. (this just to ensure that you are not billed for the next month, in which you do not want to make use of the service)
Cancellations may be done as such:
* Canceling the service straight from your client services area (accessible from our website)
* Sending in a cancelation request to [email protected] (this way, the account can be canceled, and the billing consultants can, at the same time, have a look and make sure that your accounts billing is correct.)
Hi TheBandit
Yes, those IS Local accounts definitely are a lot more cost effective
Those packages are currently monthly packages and require cancelation if you do not wish to continue making use of them in following months to come.
We do not have a cancelation period really, we merely require that cancellations are sent to us before the start of the following month.
For smoother billing processes, since our invoicing is usually generated at about midnight on the 24th of a month, I would suggest that cancellations get sent to us anytime before the new months' invoicing is run. (this just to ensure that you are not billed for the next month, in which you do not want to make use of the service)
Cancellations may be done as such:
* Canceling the service straight from your client services area (accessible from our website)
* Sending in a cancelation request to [email protected] (this way, the account can be canceled, and the billing consultants can, at the same time, have a look and make sure that your accounts billing is correct.)
Haha... after having said my account always get canceled and i get my refund promptly... I see that i was billed for a cancelled account for november... nice webafrica
I just opened a support ticket to get my refund...
TheBandit ... if you have not yet been assisted with the billing as mentioned in your last post, please PM me your details so I may ensure your account is rectified with immediate effect
Thanks!
Thanks, prompt response as always
I have been refunded..
semaphore
Honorary Master
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i cant say i have had any problems with web africa, i find there service good and there support just as good, only this past weekend i found my adsl acting up, but that might have had something to do with the power issue at the datacenter otherwise im happy with them. Alot better than axxess.
As expressed by Cyberarmy as well, you will see I am not generalising. I am a member on this forum and read what is posted, be it good or bad. Again, you've proved my point. The usual support/contact channels are not sufficient for our queries and we are forced to post on the most active forum in South Africa just to get problems sorted out.
Sorry, but I'm not forwarding my client code, call me a hard ass if you will, but a bit of initiative is what is needed in your company. What a great and absolutely refreshing thought it would be if I ask for a solution for 10 branches or more across the country and I actually get a response to say that "this" or "that" solution might benifit us in terms of usage or cost saving terms.
I've started a prepaid thread a while back, you know about it I am sure, since it has over 1000 views so far, it's a sticky in the ADSL ISP discussions. I know fairly well how WebAfrica works and I am not generalising and I don't appreciate being told I am. I'll search for a provider that is able to go the extra mile and not just intent on carrying the tag of 2nd largest ISP in the country.
Necuno
Court Jester
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When you find the gold pot at the end of the rainbow please let me know...
Necuno
Court Jester
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i've practically thrown in the towel on the most leet support and going the extra mile services; it has come down to choosing one of the lesser evils and then just putting up with the occasional "nag screen" if you want to use a certian isp's products.
nowadays it seems to be the norm for the client to go the extra mile in getting sorted out; we have to supply this and that, do this and that and then get helped - my Q then lies:
what is the point of having support ticket line, emailing system, telephonic support and so on if in the end it usually end up in a forum post rounded up with give us you number and we will immediately look into this.
what happened to doing it right the first time ?
this is not merely just wa, but some other of the isp's falls well into this category. For example openweb's response to my pptp query, what happened to an url, a pointer, a suggestion or something that might help - but no its just replied as sorry we don't support router pptp setup only the actually settings to get windows running as a vpn (pptp).
all i had to say was ****kit, i paid but now i must help myself again - no nothing of something that might have been useful because then hey we as the isp might go the extra mile and that would take a little of our time...
on that note, wa when i phoned in with a telkom dsl line issue the tech alteast said what i need to do if it was a first time dsl installation and that it needed to get verified - there at least it wasn't "sorry phone telkom we don't support the dsl line installation only the products we sell to you".
/sigh again it seems putting up with "isp-crap" if you want to have certian products for usage.
So a i can go on and on on the many issues - i wonder if this was the case back in the days when isp's such as icon still existed on its own.
All i know its definitely not our job to post a thread, give a number, do this, do that to get service - where was it the first time ?
i have to ask after posting all of this, is this a management issue ? are the people below not managed properly ? do they not know that they show give service in reflection of themselves and the company the first time ?
....as i said this is not with all issues and all isps but some cases here and then.
nowadays it seems to be the norm for the client to go the extra mile in getting sorted out; we have to supply this and that, do this and that and then get helped - my Q then lies:
what is the point of having support ticket line, emailing system, telephonic support and so on if in the end it usually end up in a forum post rounded up with give us you number and we will immediately look into this.
what happened to doing it right the first time ?
this is not merely just wa, but some other of the isp's falls well into this category. For example openweb's response to my pptp query, what happened to an url, a pointer, a suggestion or something that might help - but no its just replied as sorry we don't support router pptp setup only the actually settings to get windows running as a vpn (pptp).
all i had to say was ****kit, i paid but now i must help myself again - no nothing of something that might have been useful because then hey we as the isp might go the extra mile and that would take a little of our time...
on that note, wa when i phoned in with a telkom dsl line issue the tech alteast said what i need to do if it was a first time dsl installation and that it needed to get verified - there at least it wasn't "sorry phone telkom we don't support the dsl line installation only the products we sell to you".
/sigh again it seems putting up with "isp-crap" if you want to have certian products for usage.
So a i can go on and on on the many issues - i wonder if this was the case back in the days when isp's such as icon still existed on its own.
All i know its definitely not our job to post a thread, give a number, do this, do that to get service - where was it the first time ?
i have to ask after posting all of this, is this a management issue ? are the people below not managed properly ? do they not know that they show give service in reflection of themselves and the company the first time ?
....as i said this is not with all issues and all isps but some cases here and then.