Web Africa ADSL general feedback

ajules said:
Definitely a problem with WA.Speeds non existent and pings absolutely awful.Thank goodness for my back-up account (Afrihost).
JustinW?
Click to expand...

I think he only visits here about once a week, so don't expect a quick response
 
speeds/latency again terrible atm with WebAfrica 18h53. World of Tanks very jittery and lagging . Why always this time of day ?
 
Plaasjapie said:
speeds/latency again terrible atm with WebAfrica 18h53. World of Tanks very jittery and lagging . Why always this time of day ?
Click to expand...
Where in SA are you? Or rather which of these are closest to you, JHB CPT or DBN? Also can you add a traceroute to help with diagnosing the problem?
 
Plaasjapie said:
speeds/latency again terrible atm with WebAfrica 18h53. World of Tanks very jittery and lagging . Why always this time of day ?
Click to expand...

I don't take complaints like this seriously unless they are backed up with hard evidence like speedtests and tracerts from alt ISP's!

People, please ignore posts like this!

I'm sorry Plassjapie, I don't mean to offend you, and am just trying to point you in the right direction :(
 
Last edited:
Hi Guys,

We have no reported network issues at present nor over the past couple of days and if you are having issues I would recommend you contact our ADSL support on 0860 009500 or email on [email protected] as soon as the problem occurs so they can investigate immediately. Our support are open from 6am-11:59pm everyday to assist with any issues you might have with any of our services and you can submit a support ticket via our Client Zone.

Please make sure you have speed test results as well as trace route (local and international) results available when you call or send in a ticket as this will assist our team in troubleshooting the problem.
 
Billing department

My word the billing department does not understand what good service is or how to respond to queries.

i send emails with information and the reply indicates that the person simply has not looked at what you have said and just ignores the issues. They need to learn some lessons from some of the A team in support who knows how to help clients and resolve issues
 
wingnut771 said:
I don't take complaints like this seriously unless they are backed up with hard evidence like speedtests and tracerts from alt ISP's!

People, please ignore posts like this!

I'm sorry Plassjapie, I don't mean to offend you, and am just trying to point you in the right direction :(
Click to expand...

Really ? Who cares what YOU think ?

I wonder what ISP you run treating your customer complaints in this way? Like ordinary folk must now have knowledge of traceroutes and such and also alternative ISP accounts nogal ook. I think you are just an AH .
 
Plaasjapie said:
Really ? Who cares what YOU think ?

I wonder what ISP you run treating your customer complaints in this way? Like ordinary folk must now have knowledge of traceroutes and such and also alternative ISP accounts nogal ook. I think you are just an AH .
Click to expand...
If you don't want people to help you diagnose the problem...well suit yourself. You just making it more difficult for yourself, and I am taking a guess here, you are not serious about getting the issue resolved.
 
WA billing department is very frustrating - they do not read your email and then reply and just ignore your request for a manager to phone you. I guess they don't want someone senior to know the mess up they have made
 
I am a bit confused here. I set all my d/loads to end at 6am but the usage shows that I have downloaded 1.36gig from 6 to 7am. It is currently 6.15am ... 1.36gig in 15mins? Dayyyymn my internet is fast!

Capture.jpg
 
Jase said:
I am a bit confused here. I set all my d/loads to end at 6am but the usage shows that I have downloaded 1.36gig from 6 to 7am. It is currently 6.15am ... 1.36gig in 15mins? Dayyyymn my internet is fast!

View attachment 118129
Click to expand...

This is due to how the ISPs receive accounting information from Telkom -- Telkom doesn't send usage information in realtime, only every 60 minutes or so. I believe that what happened is that, at 06:15, Telkom sent through your usage from 05:15 to 06:15 and WA, not knowing any better, put the usage in the 06:00-07:00 timeslot (based on when they received it).

From my experience with WA, their systems automatically give the user the benefit of the doubt in these cases and deduct the usage off any available Download Plus usage, rather than anytime usage (assuming capped, I don't have any experience on the uncapped side). It can't hurt to drop them a query just to be sure though.
 
Kelerei said:
This is due to how the ISPs receive accounting information from Telkom -- Telkom doesn't send usage information in realtime, only every 60 minutes or so. I believe that what happened is that, at 06:15, Telkom sent through your usage from 05:15 to 06:15 and WA, not knowing any better, put the usage in the 06:00-07:00 timeslot (based on when they received it).

From my experience with WA, their systems automatically give the user the benefit of the doubt in these cases and deduct the usage off any available Download Plus usage, rather than anytime usage (assuming capped, I don't have any experience on the uncapped side). It can't hurt to drop them a query just to be sure though.
Click to expand...

Thanks for the explanation. I'll give them a call and see what they have to say.
 
Fulton17 said:
My word the billing department does not understand what good service is or how to respond to queries.

i send emails with information and the reply indicates that the person simply has not looked at what you have said and just ignores the issues. They need to learn some lessons from some of the A team in support who knows how to help clients and resolve issues
Click to expand...

Fulton17 said:
WA billing department is very frustrating - they do not read your email and then reply and just ignore your request for a manager to phone you. I guess they don't want someone senior to know the mess up they have made
Click to expand...


Hi Fulton17,

I have asked our a Senior to assist with your issue and give you a call with feedback.
 
Kelerei said:
This is due to how the ISPs receive accounting information from Telkom -- Telkom doesn't send usage information in realtime, only every 60 minutes or so. I believe that what happened is that, at 06:15, Telkom sent through your usage from 05:15 to 06:15 and WA, not knowing any better, put the usage in the 06:00-07:00 timeslot (based on when they received it).

From my experience with WA, their systems automatically give the user the benefit of the doubt in these cases and deduct the usage off any available Download Plus usage, rather than anytime usage (assuming capped, I don't have any experience on the uncapped side). It can't hurt to drop them a query just to be sure though.
Click to expand...

Hi Jase,

Kelerei's explanation is spot on :) We receive the packet info late from Telkom and due to the way our system works it will publish the info at the time we receive the info. Our developers have put measures in place to make sure that that usage is not calculated towards your 'anytime' data allocation.
 
Thanks for the reply. Good to hear that it isn't as I've felt extreme throttling and it isn't pleasant. :o
 
I'm considering signing up uncapped with WA. Any feedback on network stability and billing would be appreciated from the MB community.

Also, please give me the summarized AUP for dummies. Too lazy to read it.

Oh... I'm throttled with Mweb having downloaded 500 or 600 gb in 30 days.

I don't wanna be throttled but if I need to dl the inter webs so be it :)
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X