Web Africa ADSL general feedback

I've had experience with that as well. In the past I've also had to beg for resolutions to tickets, otherwise they simply would never get back to me.
 
FartyMarty said:
Agreed, something definitely not right! (4Mbps Home Uncapped - 4 Stars)
Not just with the wasted time spent on tickets that don't get attended to!
Sure they reply, in parrot fashion! copy & paste!

My Experience:

Ticket Opened:
Posted on: 23 August 2013 12:12 PM
please look at my account: eee78@wadsl

WA: http://www.speedtest.net/my-result/2918683868
Afrihost: http://www.speedtest.net/my-result/2918612461



RESPONSE:
Posted on: 23 August 2013 12:17 PM
Hi Martin

Thank you for your query.

Please advise if it is possible for you to test at the following link: http://speedtest-rba.isdsl.net/

Awaiting your results.

Kind Regards,
John-Paul van Diemel



REPLY:
Posted on: 23 August 2013 12:21 PM
Start Time: 12:19:30
End time: 12:19:33
IP Address: 196.215.123.61
Download Size: 409600 bytes
Time Delta: 2.3345460891724 seconds
Download Speed: 171 KBytes/s
Line Speed: 1368 kbits/s



RESPONSE:
Posted on: 23 August 2013 01:48 PM
Hi Martin

Thank you for your prompt response.

Kindly confirm a suitable time for me to test your account.

I will need you to disconnect for this period.

Awaiting your response.

Kind Regards,
John-Paul van Diemel



REPLY:
Posted on: 23 August 2013 04:31 PM
Hi There,

The account in available anytime from now for you to test.

I have changed accounts in my router.

Thanks,
Martin



RESPONSE:
Posted on: 23 August 2013 06:45 PM
Good day

Thank you for the information provided.

We have tested the ADSL data service on our side and the service does appear to be considerably slower than it should be.

We have escalated this matter with our networking team to further investigate this matter.

I do sincerely apologise for any inconvenience caused.

Kind Regards,
Anton Jooste



REPLY:
Posted on: 23 August 2013 07:38 PM
Thanks for the feedback!

I will continue to use a temporary account so that you can test further if needed.

So feel free to test as much as you may need.

Thanks in advance,
Martin



RESPONSE:
Posted on: 23 August 2013 07:58 PM
Good day

Thank you for your feedback. We will revert with additional information as soon as we do have an update from our networking team.

Thanking you in advanced.

Kind Regards,
Anton Jooste



REPLY:
Posted on: 25 August 2013 12:15 PM
Hi There,

Any feedback from your networking team yet?

Regards,
Martin



RESPONSE:
Posted on: 25 August 2013 02:49 PM
Hi Martin,

Thank you for your email.

We have received an update from our Networking team who asked whether additional testing can be completed on our end with your service.

We would require your go ahead on whether we can test your account information on our end to determine whether the issue can be replicated and restore the connection.

In order for us to test your connection ,you would need to disconnect from the internet for a period of time until the testing has been completed as your Uncapped account only allows one concurrent connection at a time.

If you could notify us of a suitable time to test it will be greatly appreciated. Please keep in mind that during the testing from our end you wont have any internet access until we disconnect our session.

We eagerly await your reply.

Kind Regards,
Ishrat Basadien



REPLY:
Posted on: 25 August 2013 03:22 PM

Feel free to test.

I am currently using another account.

Regards,
Martin



RESPONSE:
Posted on: 25 August 2013 05:42 PM
Hi Martin

Thank you for the update.

We have informed the Engineers that they may commerce testing, as soon as they have completed we will have more feedback surrounding this issue.

Apologies for the delays and inconvenience which this has caused.


Kind Regards,
Mujeeb Brey



REPLY:
Posted on: 26 August 2013 03:45 PM
Hi Support,

Still no update & no authentication on this account since the 23rd!

Is one of your staff actually going to test this account, or just hope I go away?

Martin



RESPONSE:
Invoice from WebAfrica!



REPLY:
Would someone be so kind as to respond to Ticket ID: 1693567, before I consider paying your invoice in full.

Martin



RESPONSE:
Posted on: 27 August 2013 09:25 AM
Hi Martin,

Thank you for your email.

We do apologise for the inconvenience caused.

I have requested for our network engineers to test your service now as they were not able to test it previously i do apologise for this.

As soon as they have provided feedback with there relevant testing we will notify you as soon as possible.

Thanking you kindly

Kind Regards,
Ayesha Dhoda
Click to expand...

Hi,

Definitely agree that ownership should have been taken by our team and one agent should have dealt with your query. I would like to take this up with our ADSL Manager but need your customer code as well as contact details. Can you please PM me your details so I can escalate this for you.
 
WAJustinW said:
Hi,

Definitely agree that ownership should have been taken by our team and one agent should have dealt with your query. I would like to take this up with our ADSL Manager but need your customer code as well as contact details. Can you please PM me your details so I can escalate this for you.
Click to expand...


Was posted in my original post:


My Experience:

Ticket Opened:
Posted on: 23 August 2013 12:12 PM
please look at my account: eee78@wadsl

WA: http://www.speedtest.net/my-result/2918683868
Afrihost: http://www.speedtest.net/my-result/2918612461



PM sent!
 
WAJustinW said:
Hi Guys,

If you still having issues with your connections please PM me your customer code and details so I can take a look.
Click to expand...

So this morning things were running smoothly, I could play games and all was fine, but since 4pm, everythings gone to ****. I've got a few screenshots now where my ping even went up so far as 3k ms. On a South-African server. I'll pm you the code thingy now.
 
Enough is enough !

WAJustinW said:
Hi,

Definitely agree that ownership should have been taken by our team and one agent should have dealt with your query. I would like to take this up with our ADSL Manager but need your customer code as well as contact details. Can you please PM me your details so I can escalate this for you.
Click to expand...

You see Justin, this is exactly the problem. Nobody takes responsibility at WebAfrika. The blame gets shoved around and mostly it is blamed on the incompetence of the customer. Why did YOU not now take ownership of this issue of the customer by contacting the support staff involved directly, getting from them the details of the customer and his problems and make SURE it gets resolved?

It is obvious WA has a lot of issues with their bandwidth, speeds and pings these days. I have much the same problems as everyone else on this thread. At 17h00 on weekdays, like a switch, my international connectivity becomes very unstable, with high pings, lagging and disconnections to multiple servers like game servers and or financial trading servers. Same with streaming servers. All this on a 4mbps CAPPED account ! I suspect it has to do with your shaping algorithms, either WA's or your upstream provider, IS.

This is high time that WebAfrika sort this out NOW and give their customers an official reply from a management member, not a low level support staff member that does not really know what's going on, and just keep on appologising all the time.
:mad:
 
Bad support

See below another example of the incompetence of the support staff. It took them 43 minutes before they throw their hands in the air and says I have to submit a ticket. I thought that was what I was doing the whole time ! Now they want me to do a whole lot of tests for them, all while i have done these test multiple times already on previous complaints and tickets ! I also dont understand why they would need the account details of someone to test. Surely they can just create a similar account and test it. Is every account individually shaped with different policies attached ?



17:07 Ricardo Tango: Hello, How may I assist you?
17:07 A: Hi Ricardo
17:08 A: I want to know what you are doing at exactly 17h00 every day ?
17:08 A: I use an international trading application
17:08 A: and my connectivity drops intermittently every day at 17h00
17:08 Ricardo Tango: Please elaborate
17:09 A: i lose connection
17:09 A: to servers
17:10 Ricardo Tango: Please allow me to investigate it for you
17:10 A: It must be due to some switching or something else in your bandwidth provisioning
17:10 A: exactly at 17h00
17:12 Ricardo Tango: I can definitely check for you,sounds like an anti-virus issue that set to run on your end thou at 5pm...
17:13 A: NO !
17:13 A: not on my side
17:13 A: also not on other ISP account like afrihost
17:14 Ricardo Tango: Please confirm your customer code
17:15 A: C*****
17:19 Ricardo Tango: a few seconds while im checking
17:24 Ricardo Tango: almost done checking
17:35 Ricardo Tango: Just to confirm
17:35 Ricardo Tango: As per my invetigation
17:36 Ricardo Tango: Thae last connection has a duration of 07h 39m 20s and its currently still active
17:36 Ricardo Tango: Please log in to the dsl console.
17:37 Ricardo Tango: dsl.webafrica.co.za
17:38 A: you must learn to listen, there is not problem with my dsl line or modem
17:38 A: other ISP accounts do fine.
17:38 A: however, at 17h23 something changed again and my connection is now back again
17:39 A: i am not alking about authentication connection, but ip connection to international trading server
17:40 A: i find the same kind of problem to international gaming servers as well with WebAfrika bandwidth
17:40 A: No problem with Afrihost bandwidht
17:42 Ricardo Tango: will you be able to send me a tracert when you get this issue?
17:43 A: i want webafrika to tell me what they do with their routing of interantional bandwidth at 17h00
17:43 A: one moment it is fine, then bang at 17h00 it goes haywire
17:44 A: did you speak to the routing engineers ?
17:47 Ricardo Tango: This is not something we do on our side, the only thing that we do is on the uncapped accounts that get full access again on a shared server and that doesn't influence our capped accounts in any way.
17:48 A: then did you speak to your upstream provider of international bandwidth ?
17:48 A: the problem is obviously there then
17:49 Ricardo Tango: I will need some tests from your end before we can escalate your query.
17:49 A: there is an obvious issue here happening at 17h00
17:50 As: either on your side or your upsteam provider
17:50 A: either way it is affecting your customers and i am not happy about this
17:50 A: i am the test in real time !!!!
17:51 Ricardo Tango: Please send in a ticket to [email protected] so that we can do a complete investigation for you.
 
Plaasjapie said:
You see Justin, this is exactly the problem. Nobody takes responsibility at WebAfrika. The blame gets shoved around and mostly it is blamed on the incompetence of the customer. Why did YOU not now take ownership of this issue of the customer by contacting the support staff involved directly, getting from them the details of the customer and his problems and make SURE it gets resolved?

It is obvious WA has a lot of issues with their bandwidth, speeds and pings these days. I have much the same problems as everyone else on this thread. At 17h00 on weekdays, like a switch, my international connectivity becomes very unstable, with high pings, lagging and disconnections to multiple servers like game servers and or financial trading servers. Same with streaming servers. All this on a 4mbps CAPPED account ! I suspect it has to do with your shaping algorithms, either WA's or your upstream provider, IS.

This is high time that WebAfrika sort this out NOW and give their customers an official reply from a management member, not a low level support staff member that does not really know what's going on, and just keep on appologising all the time.
:mad:
Click to expand...

Hi Plaasjapie,

Taking ownership is exactly what I did as I informed the agents involved, the Seniors on duty as well as our ADSL manager about the issues experienced by 'FartyMarty'. The Senior on duty gave him a call after I logged the request and explained to him exactly what we will be doing going forward. I have as well sent his issue to our Engineers who are in the process of investigation around the problem, so ownership has definitely been taken on my part as I do on all queries/complaints reported to me.


Plaasjapie said:
See below another example of the incompetence of the support staff. It took them 43 minutes before they throw their hands in the air and says I have to submit a ticket. I thought that was what I was doing the whole time ! Now they want me to do a whole lot of tests for them, all while i have done these test multiple times already on previous complaints and tickets ! I also dont understand why they would need the account details of someone to test. Surely they can just create a similar account and test it. Is every account individually shaped with different policies attached ?



17:07 Ricardo Tango: Hello, How may I assist you?
17:07 A: Hi Ricardo
17:08 A: I want to know what you are doing at exactly 17h00 every day ?
17:08 A: I use an international trading application
17:08 A: and my connectivity drops intermittently every day at 17h00
17:08 Ricardo Tango: Please elaborate
17:09 A: i lose connection
17:09 A: to servers
17:10 Ricardo Tango: Please allow me to investigate it for you
17:10 A: It must be due to some switching or something else in your bandwidth provisioning
17:10 A: exactly at 17h00
17:12 Ricardo Tango: I can definitely check for you,sounds like an anti-virus issue that set to run on your end thou at 5pm...
17:13 A: NO !
17:13 A: not on my side
17:13 A: also not on other ISP account like afrihost
17:14 Ricardo Tango: Please confirm your customer code
17:15 A: C*****
17:19 Ricardo Tango: a few seconds while im checking
17:24 Ricardo Tango: almost done checking
17:35 Ricardo Tango: Just to confirm
17:35 Ricardo Tango: As per my invetigation
17:36 Ricardo Tango: Thae last connection has a duration of 07h 39m 20s and its currently still active
17:36 Ricardo Tango: Please log in to the dsl console.
17:37 Ricardo Tango: dsl.webafrica.co.za
17:38 A: you must learn to listen, there is not problem with my dsl line or modem
17:38 A: other ISP accounts do fine.
17:38 A: however, at 17h23 something changed again and my connection is now back again
17:39 A: i am not alking about authentication connection, but ip connection to international trading server
17:40 A: i find the same kind of problem to international gaming servers as well with WebAfrika bandwidth
17:40 A: No problem with Afrihost bandwidht
17:42 Ricardo Tango: will you be able to send me a tracert when you get this issue?
17:43 A: i want webafrika to tell me what they do with their routing of interantional bandwidth at 17h00
17:43 A: one moment it is fine, then bang at 17h00 it goes haywire
17:44 A: did you speak to the routing engineers ?
17:47 Ricardo Tango: This is not something we do on our side, the only thing that we do is on the uncapped accounts that get full access again on a shared server and that doesn't influence our capped accounts in any way.
17:48 A: then did you speak to your upstream provider of international bandwidth ?
17:48 A: the problem is obviously there then
17:49 Ricardo Tango: I will need some tests from your end before we can escalate your query.
17:49 A: there is an obvious issue here happening at 17h00
17:50 As: either on your side or your upsteam provider
17:50 A: either way it is affecting your customers and i am not happy about this
17:50 A: i am the test in real time !!!!
17:51 Ricardo Tango: Please send in a ticket to [email protected] so that we can do a complete investigation for you.
Click to expand...

I can completely understand why you are so angry and frustrated but we need to do a proper investigation, as well as follow process of elimination. This is so that when our Network team get the escalation they do not have to waste time doing lower level tests and get straight into checking out the network itself. Also the information received from the lower level tests will provide our Engineers with base data which can pin point the possible problem. So you need also assist us by doing these tests so that we can help you in getting the issue resolved.

Also your particular issue of your international access dropping at 17h00 can be an isolated issue as we have not had other customers reporting the same issue. So Richard could have not answered you around what happens at 17h00 with our network and needed to complete the troubleshooting process so that he may escalate to our Engineers who will then investigate and provide us with the possible reasons for your problem.

Now I would like to get our team to investigate your issue but will require your customer code. Please PM me your details and I will get our team to resolve.
 
Magnarmalok said:
View attachment 67355

It's fine, it's not like I wanted to play Dota anyway.
Click to expand...

Yea happens randomly every night it seems. I tried out an Mweb trial account last week and it felt like heaven. Then you go and read all the **** mweb is getting. Makes you wonder how WA is getting away with this god awful product.

I fought with support for a few weeks about why my I was getting such high pings. They eventually blamed it on my star rating and telkom yet in their own guidelines of star ratings this should never happen. It's like they are gods who do nothing wrong lol. Don't eve know why I am commenting here. Someone will just ask for customer code, they will do same thing eventually blaming me while others are experiencing the same thing.
 
Last edited:
Hi Guys, just an update from my side.

Justin did escalate my issue, regarding slow ADSL in general & not just after hours.
However I found it odd he had to ask for my contact details as they are on their system, being a customer and all.

Anyway, A gent by the name of Kevin has taken ownership of my issue & we are in the middle of a tennis game (back and forth).
He is very polite and helpful, but tomorrow will be a week dealing with this issue!

I am starting to run out of patience & I think the least WA could do would be to credit my account for the week (so far) the service was not acceptable - but I won't hold my breath!

Good luck fellow WebLessAfricans!
 
Upload speed double my download speed

Hi Justin -

The above says it all.

I have PM'd you: please investigate
 
So here it's the 2nd September.

I reported my fault with webafrica on the 23 August, and the issue is still not resolved!

Justin: if my issue has been escalated, why has it still not been resolved?
Client Code: eee78
 
FartyMarty said:
So here it's the 2nd September.

I reported my fault with webafrica on the 23 August, and the issue is still not resolved!

Justin: if my issue has been escalated, why has it still not been resolved?
Client Code: eee78
Click to expand...

The call has probably been closed. I have noticed that it gets closed after 24 hours if you don't constantly respond on your call. :(
 
FartyMarty said:
Hi Guys, just an update from my side.

Justin did escalate my issue, regarding slow ADSL in general & not just after hours.
However I found it odd he had to ask for my contact details as they are on their system, being a customer and all.

Anyway, A gent by the name of Kevin has taken ownership of my issue & we are in the middle of a tennis game (back and forth).
He is very polite and helpful, but tomorrow will be a week dealing with this issue!

I am starting to run out of patience & I think the least WA could do would be to credit my account for the week (so far) the service was not acceptable - but I won't hold my breath!

Good luck fellow WebLessAfricans!
Click to expand...

I battled with slow performance for 2 weeks and was also send back and forth between WA and Telkom with 2 different calls logged with Telkom to resolve the issue.

After 2 weeks I was told that my performance is slow due to my being throttled.
 
Same here. I am still waiting for them "to get back to me" .... WebAfrika just don't care for their customers. Do they still have customers ? They used to be innovative and well (best) priced. Now they are expensive, slow and very bad customer service.
 
Plaasjapie said:
Same here. I am still waiting for them "to get back to me" .... WebAfrika just don't care for their customers. Do they still have customers ? They used to be innovative and well (best) priced. Now they are expensive, slow and very bad customer service.
Click to expand...

I have been with WA since 2005, but their client service has seriously declined over the past 2 years. It used to be great.
 
GimmeMore said:
I battled with slow performance for 2 weeks and was also send back and forth between WA and Telkom with 2 different calls logged with Telkom to resolve the issue.

After 2 weeks I was told that my performance is slow due to my being throttled.
Click to expand...

It seems I was also being throttled, even though I was sitting on a 4 start rating!

Here's a snip from the email I received:
(" The feedback we have from IS is that the network is under load. IS are taking some steps to make the throttling less aggressive. "

There was problems with the Home uncapped package and IS have made changes.)

My issue seems to have been resolved as of yesterday afternoon, only to have a power outage a few hours later.

So I will be testing it properly today.
Speedtest.net result today: http://www.speedtest.net/my-result/2941496220

Lets hope it is resolved at long last!

Marty
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X