Web Africa ADSL general feedback

{DTK}CaBBaGe said:
I'm planning to switch to a different ISP, was just gonna ride it out but it seems WA isn't going to decrease their 4mb uncapped prices.
I would like to know :

If I cancel my WA account now,(I know they have calendar month notification or something) does that mean that it will be off next month (February) ? leaving me free to try another ISP ? or is it too late and I'm forced to pay for February before i can cancel ?
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If you cancel now or anytime before end of month, you will still have to pay for February. Sorry
 
{DTK}CaBBaGe said:
Hi there. Could you please explain to me how your star rating system works ? I've been running most if not all of my downloads after business hours, and the majority of my downloads are scheduled to start after 12 in the night, I've been at 1 star since last year about august last year.

EDIT:

Ive also received 2 emails stating that my usage has been excessive ? (don't see how since its generally the same every month) and that i should switch to a different data plan ?
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Hi {DTK}CaBBaGe,

We do not have a set amount of data you can use during a certain time frame on our uncapped accounts. This is due to the star rating being a completely dynamic system which looks at a number of factors especially network load and your usage into account. For example, if you used 20GB in the past 5 days it does not mean you will be able to use another 20GB in the next 5 days as network load might have increased and this will cause your rating to jump. You will need to need to watch your star rating and adjust your usage accordingly to get on your desired star.

I would like to take a look into your usage stats and see why you received the warning. Please PM your customer code.

{DTK}CaBBaGe said:
I'm planning to switch to a different ISP, was just gonna ride it out but it seems WA isn't going to decrease their 4mb uncapped prices.
I would like to know :

If I cancel my WA account now,(I know they have calendar month notification or something) does that mean that it will be off next month (February) ? leaving me free to try another ISP ? or is it too late and I'm forced to pay for February before i can cancel ?
Click to expand...

If you cancel in this month the service will only be cancelled at the end of February 2014 so you will be billed for February and the service will run until then.
 
saflyfish said:
i dont understand how the star system works also...i only download between 12 - 6am and i have an email from tech support stating that downloading during these times does not affect star rating?wtf?????
They dont know themselves,thats the answer i guess
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Hi Saflyfish,

All you will need to do is to watch your star rating and if it jumps to the lower stars then you will need to slow down your daytime usage until you reach at least a 3 star or better. Downloading between 12-6am does not affect your star rating and I have tested this myself with my uncapped account being on a 1 star at one stage. I scheduled all downloads for 12-6am with normal browsing during the day and by the next couple of days I was on a 2 star and the following week on a 3 star.
 
maziak said:
I used to be very happy with WA, but the last few times gave up trying to get through to support. 2 nights ago I waited for 25mins before getting through. Our connection used to be quite stable, staying around 7mbps on a 10mb line (Cape Town, city bowl). In the past week it has started to grind to a halt. Re-setting the router improves the speed once or twice for about 2 mins, after which time it grinds to a halt again & becomes unusable. Calling support, if one waits for an age & getting through to a technician results in a port reset & not much else. I suspect they cannot keep up with the uptake of new clients. I'm thinking of moving to Plugg
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Hi Maziak,

Really sorry about the wait and the support received and I would like to get one of our technicians to take a look into your issue. Please PM me your customer code and I will take this further.
 
Hi WAJustinW

I tried submitting a ticket on clientzone and for some reason it refuses to submit and calling isn't working but anyways I'm not too bummed about that as usually it works and is amazing.

So onto my problem I just updated my credit card details and now I've been charged 3 times this month which shows up as credit. Any particular reason?

Regards,

Mythdragon
 
Is there a non-ADSL related WA feedback thread?

Regardless, I've had a really terrible experience with WA support since last week and I'm hoping one of the reps here can help/escalate.

I have a domain and site hosted with WA. After mailing support to ask how to add subdomain entries on Thursday, the actual response I received was "You are able to create A name records for these sub-domains, and point them to any IP address you wish". Very helpful. I hunted through the DNS settings of the control panel and eventually found this page, made the additions, and submitting them. I know DNS changes take some hours to propagate, so I waited. And waited.

Eventually the next day, when the changes still hadn't propagated, I mailed support again, asking how long the propagation was supposed to take. Got a reply 3 hours later, telling me I should allow 4-8 hours for changes to take effect. Since it had already been nearly 24 hours, I replied saying exactly that. And waited. And waited. About 3 hours in, I got impatient and called your support. After waiting on hold for almost 15 mins, I decided to abandon that particular avenue and try your online Live chat. Signed in there, got put in a queue. And waited. And waited. Eventually, it must've timed out and redirected me to a form to leave a message. Very helpful. So I tried another chat - same result. Still no reply from support.

6 hours after my email, I get a response asking which subdomains I'd added, so they could take a look and see if anything was wrong on your side.I replied immediately. No response. On Saturday afternoon I sent another mail asking if there was any feedback on this issue. Sunday afternoon I get a reply saying "Our apologies for the delay in our response. We have added the sub domains please allow 8 hours for the dns to propagate.".

It is now 10am Monday morning. The subdomains have still not propagated. I've sent support another email, but I don't really hold much hope of that having an effect. Can something be done to sort this crap out?
 
Still no response, still no propagation. Hosting support unavailable on email, and live chat. Put on hold for telephonic support. You have just lost a customer. Let's hope domain transfer and cancellation of hosting accounts isn't as terrible.
 
Mythdragon said:
Hi WAJustinW

I tried submitting a ticket on clientzone and for some reason it refuses to submit and calling isn't working but anyways I'm not too bummed about that as usually it works and is amazing.

So onto my problem I just updated my credit card details and now I've been charged 3 times this month which shows up as credit. Any particular reason?

Regards,

Mythdragon
Click to expand...

Hi Mythdragon,

Please clear your cookies/cache as we released a new system and browser stored cookies are causing the issues you experiencing. Let me know if you still having problems.
 
Seeyou said:
Is there a non-ADSL related WA feedback thread?

Regardless, I've had a really terrible experience with WA support since last week and I'm hoping one of the reps here can help/escalate.

I have a domain and site hosted with WA. After mailing support to ask how to add subdomain entries on Thursday, the actual response I received was "You are able to create A name records for these sub-domains, and point them to any IP address you wish". Very helpful. I hunted through the DNS settings of the control panel and eventually found this page, made the additions, and submitting them. I know DNS changes take some hours to propagate, so I waited. And waited.

Eventually the next day, when the changes still hadn't propagated, I mailed support again, asking how long the propagation was supposed to take. Got a reply 3 hours later, telling me I should allow 4-8 hours for changes to take effect. Since it had already been nearly 24 hours, I replied saying exactly that. And waited. And waited. About 3 hours in, I got impatient and called your support. After waiting on hold for almost 15 mins, I decided to abandon that particular avenue and try your online Live chat. Signed in there, got put in a queue. And waited. And waited. Eventually, it must've timed out and redirected me to a form to leave a message. Very helpful. So I tried another chat - same result. Still no reply from support.

6 hours after my email, I get a response asking which subdomains I'd added, so they could take a look and see if anything was wrong on your side.I replied immediately. No response. On Saturday afternoon I sent another mail asking if there was any feedback on this issue. Sunday afternoon I get a reply saying "Our apologies for the delay in our response. We have added the sub domains please allow 8 hours for the dns to propagate.".

It is now 10am Monday morning. The subdomains have still not propagated. I've sent support another email, but I don't really hold much hope of that having an effect. Can something be done to sort this crap out?
Click to expand...

Seeyou said:
Still no response, still no propagation. Hosting support unavailable on email, and live chat. Put on hold for telephonic support. You have just lost a customer. Let's hope domain transfer and cancellation of hosting accounts isn't as terrible.
Click to expand...

Hi Seeyou,

Sorry to hear about the support you received from our Hosting team. I would like to get a Senior to handle this matter.

Please PM me your customer code and I will escalate.
 
Hey,

Ya it fixed everything perfectly and as for the problem, the billing team caught it and got hold of me and sorted it out. Once again a job well done. Keep it up peeps!

Regards,

Mythdragon
 
Mythdragon said:
Hey,

Ya it fixed everything perfectly and as for the problem, the billing team caught it and got hold of me and sorted it out. Once again a job well done. Keep it up peeps!

Regards,

Mythdragon
Click to expand...

Great News! :) Glad they got it sorted for you and thanks for the feedback.
 
WAJustinW said:
Hi Maumau,

Apologies for the wait at the time of your call. Are you still having issues?
Hi Guys,

Has anyone taken this up with our support team to see if they can find an issue? If not let me know and PM your customer code/email address so I can get them to investigate.
Click to expand...

Hi Justin, my line speed is still a nightmare. I emailed my stats and they were reported to telkom but it's worse today. Please help if you can Justin.
 
maumau said:
Hi Justin, my line speed is still a nightmare. I emailed my stats and they were reported to telkom but it's worse today. Please help if you can Justin.
Click to expand...

Could you PM your customer code or email address and I will escalate to our team.
 
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