Web Africa ADSL general feedback

Incorrect data allocation

Last night I started a download at 23:45 and I used (as per net limiter logs) just under 1 gig. My DL finished between 00:00 and 01:00 and used 635 megs.

This morning when I looked at my WA stats I see that all of this DL was allocated to Monday and used my my normal cap and not my DL+ hours cap. :mad:

I am taking this up with support as this is misrepresentation of the product and I had issues with WA a while ago on this same front. The matter was resolved but now seems to be back.

Please be warned of this
 
I performed an upgrade from a 90 to 200GB capped account last month. The upgrade went through, but I now have an outstanding invoice for the 90GB account for April, while the 200GB account hasn't been billed. Your live chat is unavailable, and I don't have half an hour to sit on hold waiting for your phone lines. Last time I sent in a support ticket regarding a billing issue, it took 4 days for anyone to respond, and then only to tell me they'd transferred it to someone else. How do I get this sorted out?
 
Just been billed the price for the 90GB account?! What the hell is going on with your billing systems. Still no live support available, and your phones go unanswered.
 
Chris_H said:
Well then... I decided to test the free 1GB home capped account to see how it is now that AH has issues in CPT. The free account worked wonders and I had zero issues so I decided to go for the 90GB package. First thing that happened is I activated my account at 11:30 last night and got an immediate bill for the entire month of March... like wtf, I've had one e-mail from WA the entire day and still nothing is reflecting that they credited my account. shocking service to start off with. Next thing now is that the lag is unbearable and STO keeps disconnecting even though it was rock stable with the free 1GB account... is this just the way they opperate? lure you in and then you get **** internet and **** service?
Click to expand...

Hi Chris_H,

The 2GB free account should perform the same as any other of our Home capped accounts as its the same product. Can you Pm me your account details so I can ask our team to take a look into this for you.
 
Seeyou said:
I performed an upgrade from a 90 to 200GB capped account last month. The upgrade went through, but I now have an outstanding invoice for the 90GB account for April, while the 200GB account hasn't been billed. Your live chat is unavailable, and I don't have half an hour to sit on hold waiting for your phone lines. Last time I sent in a support ticket regarding a billing issue, it took 4 days for anyone to respond, and then only to tell me they'd transferred it to someone else. How do I get this sorted out?
Click to expand...

Seeyou said:
Just been billed the price for the 90GB account?! What the hell is going on with your billing systems. Still no live support available, and your phones go unanswered.
Click to expand...


Please PM your account details and I will get our Billing team to call you. Sorry about this mess up but I will make sure our team get it resolved.
 
Chris_H said:
Well then... I decided to test the free 1GB home capped account to see how it is now that AH has issues in CPT. The free account worked wonders and I had zero issues so I decided to go for the 90GB package. First thing that happened is I activated my account at 11:30 last night and got an immediate bill for the entire month of March... like wtf, I've had one e-mail from WA the entire day and still nothing is reflecting that they credited my account. shocking service to start off with. Next thing now is that the lag is unbearable and STO keeps disconnecting even though it was rock stable with the free 1GB account... is this just the way they opperate? lure you in and then you get **** internet and **** service?
Click to expand...

Capped is not billed prorata as you get the full 90 GB no matter what day of the month you sign up. Uncapped is billed prorata. You would have seen this when this under "Total billed today" - this information is quite clear when you add it to your cart (in fact it's the biggest text on the web page)

With regards to the difference in test account compared to normal account, they are the same. So it is most likely something other than your account, but open a ticket on the customer zone under support --> Open new ticket
 
I've noticed the speed issues too. I evaluated on a 90GB capped package and then upgraded to 200GB as mentioned above. Performance has been absolutely amazing, so upgrading was a no brainer. The day WA announced the 40gb for R1 promotion everything went to hell though. I only just moved over from AH after their CPT IPC capacity died, so I hope it's not a case of out of the frying pan and into the fire.
 
What's the latency generally like?

Running speedtest to Cape Town yields +100ms, Jo'burg +200 and International +300
Down- and upload speeds are fairly consistent with a 4Mbps line.

My other ISP with an unshaped capped account shows expected results for local (30-40ms) and international < 200ms
 
@MrR

From Durban - Web Africa: (2Mbps line)

Johannesburg:

Download Speed: 1793 kbps (224.1 KB/sec transfer rate)
Upload Speed: 419 kbps (52.4 KB/sec transfer rate)
Latency: 74 ms
4/2/2014 6:42:27 PM
Click to expand...

International:

Download Speed: 1793 kbps (224.1 KB/sec transfer rate)
Upload Speed: 403 kbps (50.4 KB/sec transfer rate)
Latency: 225 ms
4/2/2014 6:45:00 PM
Click to expand...

Using Afrihost capped:

Johannesburg:

Download Speed: 1739 kbps (217.4 KB/sec transfer rate)
Upload Speed: 408 kbps (51 KB/sec transfer rate)
Latency: 71 ms
4/2/2014 6:45:55 PM
Click to expand...

International:

Download Speed: 1693 kbps (211.6 KB/sec transfer rate)
Upload Speed: 400 kbps (50 KB/sec transfer rate)
Latency: 227 ms
4/2/2014 6:47:14 PM
Click to expand...

...so not much difference from Durban (Maybe Cape Town is affected differently?)
 
You have quite a high ping there.

Download Speed: 3461 kbps (432.6 KB/sec transfer rate)
Upload Speed: 420 kbps (52.5 KB/sec transfer rate)
Latency: 44 ms
4/2/2014 7:38:30 PM

fingerprintz.mgr said:
@MrR

From Durban - Web Africa: (2Mbps line)

Johannesburg:



International:



Using Afrihost capped:

Johannesburg:



International:



...so not much difference from Durban (Maybe Cape Town is affected differently?)
Click to expand...
 
wingnut771 said:
You have quite a high ping there.

Download Speed: 3461 kbps (432.6 KB/sec transfer rate)
Upload Speed: 420 kbps (52.5 KB/sec transfer rate)
Latency: 44 ms
4/2/2014 7:38:30 PM
Click to expand...

I suspect my line - think I'm on an old exchange
 
Last edited:
What happens if you're "normal" bandwidth runs out before your "free" bandwidth?
 
Billing issue still not sorted out. No phonecall. No reply to ticket. I'm quite happy to leave it and pay you R299 for a R599 account. Perhaps around 2020 someone will notice.
 
Hey Web Africa, having issues with ping being very high. And it all comes from the third hop. I'm on a home capped account.

Code: 
Tracing route to [url]www.mybroadband.co.za[/url] [197.242.89.170]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     5 ms     5 ms     5 ms  196-210-132-1.dynamic.isadsl.co.za [196.210.132.1]
  3   130 ms   131 ms   132 ms  cdsl1-umh-gi0-0-0-3102.ip.isnet.net [196.38.74.245]
  4   132 ms   132 ms   133 ms  196.26.210.200
  5   123 ms   123 ms   122 ms  mi-za-cpt-p8-ten-0-0-0-1.ip.isnet.net [168.209.93.240]
  6   125 ms   123 ms   133 ms  mi-za-umh-gsrpe2-gi-1-0-4.ip.isnet.net [168.209.93.26]
  7   139 ms   137 ms   135 ms  197.96.148.73
  8   144 ms   143 ms   144 ms  197.96.148.74
  9   144 ms   144 ms   235 ms  CORE.GP-CN-HET-MEE-1.TO.GP-MR-VOD-MEE-1.DFA.P2P.10G.za.africainx.net [41.84.12.151]
 10   138 ms   136 ms   135 ms  41-66-132-246-f6.HET001-CPE-1-to-GP-CN-HET-MEE-1.africainx.net [41.66.132.246]
 11   138 ms   141 ms   141 ms  core-access-switch1.jnb1.host-h.net [197.189.193.1]
 12   141 ms   137 ms   141 ms  row-access-switch1-row3-4.jnb1.host-h.net [197.189.193.36]
 13   135 ms   132 ms   132 ms  197.242.89.170

Trace complete.

Switching over to Afrihost, same line the pings are 50-70ms.

Any ideas?
 
Why do Webafrica never respond to tickets? I was never this way before.

Really disappointed at the moment with customer service.
 
Still waiting on a response to the support ticket myself. The only reason I'm not more angry is that they're undercharging me for this month, instead of over. Lack of support was the reason I moved my hosting away from WA - thought I'd have less issues just having an ADSL account running. Hopefully once this is sorted, I never have to deal (or rather, try to get hold of) their support staff again.
 
markface said:
Hey Web Africa, having issues with ping being very high. And it all comes from the third hop. I'm on a home capped account.

Code: 
Tracing route to [url]www.mybroadband.co.za[/url] [197.242.89.170]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     5 ms     5 ms     5 ms  196-210-132-1.dynamic.isadsl.co.za [196.210.132.1]
  3   130 ms   131 ms   132 ms  cdsl1-umh-gi0-0-0-3102.ip.isnet.net [196.38.74.245]
  4   132 ms   132 ms   133 ms  196.26.210.200
  5   123 ms   123 ms   122 ms  mi-za-cpt-p8-ten-0-0-0-1.ip.isnet.net [168.209.93.240]
  6   125 ms   123 ms   133 ms  mi-za-umh-gsrpe2-gi-1-0-4.ip.isnet.net [168.209.93.26]
  7   139 ms   137 ms   135 ms  197.96.148.73
  8   144 ms   143 ms   144 ms  197.96.148.74
  9   144 ms   144 ms   235 ms  CORE.GP-CN-HET-MEE-1.TO.GP-MR-VOD-MEE-1.DFA.P2P.10G.za.africainx.net [41.84.12.151]
 10   138 ms   136 ms   135 ms  41-66-132-246-f6.HET001-CPE-1-to-GP-CN-HET-MEE-1.africainx.net [41.66.132.246]
 11   138 ms   141 ms   141 ms  core-access-switch1.jnb1.host-h.net [197.189.193.1]
 12   141 ms   137 ms   141 ms  row-access-switch1-row3-4.jnb1.host-h.net [197.189.193.36]
 13   135 ms   132 ms   132 ms  197.242.89.170

Trace complete.

Switching over to Afrihost, same line the pings are 50-70ms.

Any ideas?
Click to expand...

Wow, this is now. Seems like its only during business hours :confused:
Code: 
Tracing route to www.mybroadband.co.za [197.242.89.170]
over a maximum of 30 hops:

  1     1 ms    <1 ms    <1 ms  192.168.1.1
  2     6 ms     5 ms     5 ms  196-210-132-1.dynamic.isadsl.co.za [196.210.132.1]
  3     8 ms     7 ms     7 ms  cdsl1-umh-gi0-0-0-3102.ip.isnet.net [196.38.74.245]
  4     7 ms     7 ms     7 ms  196.26.210.200
  5     8 ms     7 ms     8 ms  mi-za-cpt-p8-ten-0-0-0-1.ip.isnet.net [168.209.93.240]
  6     7 ms     7 ms     7 ms  mi-za-umh-gsrpe2-gi-1-0-4.ip.isnet.net [168.209.93.26]
  7    17 ms    17 ms    17 ms  197.96.148.73
  8    16 ms    17 ms    17 ms  197.96.148.74
  9    18 ms    18 ms    17 ms  CORE.GP-CN-HET-MEE-1.TO.GP-MR-VOD-MEE-1.DFA.P2P.10G.za.africainx.net [41.84.12.151]
 10    21 ms    18 ms    18 ms  41-66-132-246-f6.HET001-CPE-1-to-GP-CN-HET-MEE-1.africainx.net [41.66.132.246]
 11    19 ms    20 ms    19 ms  core-access-switch1.jnb1.host-h.net [197.189.193.1]
 12    18 ms    18 ms    20 ms  row-access-switch1-row3-4.jnb1.host-h.net [197.189.193.36]
 13    18 ms    18 ms    18 ms  197.242.89.170

Trace complete.
 
So one week with WebAfrica capped (90Gb + 90Gb / 4Mb line) now - coming from Afrihost uncapped.

So far I'm pretty impressed. Signup was smooth and I received my login details before the account went live.

Daytime Performance:

Definitely a step up from Afrihost. Browsing is snappy and I can actually do the occasional download at close to my line speed vs being throttled to death. YouTube streaming is good. I do get some buffering at 720p which I hoped I would not but this may be my line and a bit of congestion (my neighbors on both sides also have a bit of line noise atm). Tested NZB's during the day a few times and got full speed as well.

Evening Performance:

I have SABNZB set to download from 12:10am to 5:50am to be sure to stay in download plus hours. Speed is generally just under my line speed so no complaints there.

Only funny is even though I sent through debit order details my account is still unpaid - this my just be a month 1 thing so as long as next month is fine its all good.
 
lestoran said:
Only funny is even though I sent through debit order details my account is still unpaid - this my just be a month 1 thing so as long as next month is fine its all good.
Click to expand...

Had the same issue when I signed up. Billing confirmed that it was not a problem and would be billed the following month instead - so beginning of next month expect to pay x2
 
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