Web Africa ADSL general feedback

[Aquiva]

Yeah also went to WA, but based purely on the product. Their service is shocking!

 

[Scoperzor]

Yeah also went to WA, but based purely on the product. Their service is shocking!

I see you were complaining about Twitch on Afrihost in the other thread. Has WA been much better for you on Twitch? And are you using standard Home capped and not Home capped pro? Really tired of constantly having to buffer even medium quality streams on a 20mb VDSL line.

 

[Chevron]

I see you were complaining about Twitch on Afrihost in the other thread. Has WA been much better for you on Twitch? And are you using standard Home capped and not Home capped pro? Really tired of constantly having to buffer even medium quality streams on a 20mb VDSL line.

Last night I was streaming Twitch on High. Sometimes source works too. I'm on Business uncapped though.

 

[Scoperzor]

Last night I was streaming Twitch on High. Sometimes source works too. I'm on Business uncapped though.

Streaming on high or above that has pretty much become a luxury for me these days, I'd say less than once every two or three weeks does that work (primarily on Afrihost during these times). Going to be signing up for WA Home capped and see if it improves, otherwise I guess I'll be forced to go for Home capped pro.

 

[Aquiva]

I see you were complaining about Twitch on Afrihost in the other thread. Has WA been much better for you on Twitch? And are you using standard Home capped and not Home capped pro? Really tired of constantly having to buffer even medium quality streams on a 20mb VDSL line.

Streaming is tons better on WA yes. I have just the plain Home Capped account and a 10Mbps line. If Twitch does buffer every now and then it is literally just a second or two. With AH it would buffer longer than it would play.

 

[BTTB]

Earlier this month Home Uncapped was terrible so I switched to Business Capped. Initially the network seemed just as slow on the Business Capped account despite getting good ping, tracert reports and speed tests.
The last two days or so have been a lot better, the internet is more usable, lets hope it stays this way.
Thanks WebAfrica Helper.

 

[Webafrica Helper]

thank you ,
did a speedtest last night on it,was still the same,but youtube etc was a lil bit better

support hooked me up with a test cap account 15gb,so im useing that and its very good
i'll move to cap,but just the idea of a cap drives me crazy,will feel like i am always limited,atlest with the starts etc ,i wont go caped and bit more freedom

maby u guys should start offering softcap,128kbps after cap is reached,will work alot in your favor

or maby do 265,as every ones offer 128,you guys will be ahead of them all,and may even attract more ppl to your cap accounts

Glad to hear the capped is working for you. I have passed your suggestion to our product team as I do like the idea myself

Really cant understand why your business account is not performing.

Hey WebAfricaHelper. Left 2 messages on support (guess was afterhours each time) regarding moving from afrihost to you guys (line rental + uncapped account), but noone's replied :/
I was just querying the process to follow as they say to let the line fall to telkom and then it'll take up to 3 weeks for you guys to take it back from them.

I have already initiated cancellation with Afrihost and just wanna know the steps to follow now to be up and running come 1 December with you guys with minimal downtime. When I tried to sign up for the package, even though I said "start it next month" I was still met with a Pro rata billing rate for this month...which does not make sense.

Maybe someone here can help me?

Really sorry our team hasn't assisted you yet

You will firstly need to move your line back to Telkom and once your line is with them we can take it over. In the meantime you can sign up for a data account with us and use it from the 1st Dec so that you always connected. You will just need to update your router with your new username and password which our team can assist with as well.

Well I thought I would try out Web Africa and I have to say as a new client I am totally shocked with the experience.

First I signed up with you and clicked on the debit order option which was fine until I received a stupid form which does not print properly and would not let me sign electronically. I then sent in a ticket to change the option to a credit card without realizing you already had a credit card in the system from me (must have been from a long time ago) so it tried to bill (a day after I sent the ticket) and I received an email saying the card was declined.

I then updated the card details in the system and thought I would use the live chat to speak to billing so they could put the card through again. I spoke to some dude called Ismail who says he is from hosting and cannot help me as the billing guys are offline but he would get them to contact me ASAP - of course nothing happened.

After that I thought I would send in another ticket about the card which was nearly 5 hours ago but still no reply.

I then thought I would phone and after being on hold for 20 minutes I gave up.

Finally, I thought I would try the live chat again, and end up with Tapelo or something in hosting who just ignored me for 8 minutes after I complained that I can't get hold of anyone.

For a new customer it has been a nightmare and I will be moving along to somewhere else.

Hi beer,

Could you please PM me your account details so I can get our Billing team to resolve. Due to the time of the month our Billing team are busy hence the call wait times are so high but our other support teams should have assisted or requested a call back. Really sorry about that.

 

[Webafrica Helper]

Just to confirm:

If my line were upgraded from 10mb to 20mb the WA capped accounts will perform at max line speed IE 20mb?

The reason I ask is because this is in fact the case but I'm still seeing 10mb speeds on the account in question. The line is managed by Cybersmart so I'm assuming although the line is syncing at 20mb they have it on a 10mb profile?

Hi Sand_man,

If your line is running on a 20mbps profile your capped speed should be close to line speed as possible as there is no speed profiles on capped.

Can you PM me your account details if you still having problems.

 

[Webafrica Helper]

You haven't replied to my PM when I gave my account details.

Problem still happening with extremely slow browsing during the day....

Hi Chris,

Really sorry for not replying to your PM. I completely missed it between all the messages I have received lately. I have replied now .

 

[sybertiger]

wa helper

John-Paul,helped me and gave me a new test account to use,business uncap and it works great,said i should test more
and then we can do a swap,i keep that one and he removes my old one so im all good now
thank you

John-Paul - employee of the month

 

[stormart]

wa helper

John-Paul,helped me and gave me a new test account to use,business uncap and it works great,said i should test more
and then we can do a swap,i keep that one and he removes my old one so im all good now
thank you

John-Paul - employee of the month

I've also received good service from John-Paul in the past. He is excellent!

 

[antoinevg]

It galls me that the only way we ever seem to be able to get issues resolved with a South African ISP is by taking to public forums but here we go yet again…

I'm currently a deeply unhappy new Business Uncapped Pro ADSL customer who signed up on Monday:

1) 4Mbps line is averaging 0.5Mbps transfer speed from our remote servers but Speedtest.net claims the line is doing 3.81Mbps down and 0.75Mbps up.

1.a) It would be nice if WebAfrica (and other za ISP's) would apply the same traffic shaping rules to speedtest.net as they do to the rest of the Internet as this would go a long way to restoring the transparency and trust which the .za ISP industry has been playing so fast and loose with over the last couple of years.

1.b) We're still getting full 4Mbps transfer speeds on our backup ADSL account with another ISP so the problem is not on our side and I would appreciate it if WebAfrica's technicians would actually do some troubleshooting rather than asking for screenshots & traceroute's as I have more important responsibilities to tend to than spending my morning performing diagnostics for them that I have already performed, far more thoroughly, myself.

1.c) Last communication from support was at 10:49am this morning. I guess Eskom must have reset the bar for what we can expect in terms of reasonable support for "Business" products in South Africa.

2) I'm currently being billed for two Business Uncapped Pro ADSL accounts and my ongoing attempts to get a response from billing@webafrica continues to meet only with deafening silence.

 

[Comango]

How does this work?

I am really confused about the bandwidth prioritisation, according to this on a 3 star rating general browsing and mail will still be quick. Yet I only get 30kB/s max when I try browsing or opening gmail but the moment I try watching a youtube video it jumps to around 300kB/s and right here it says that youtube is the one that's expected to be slower.

I am on a 4Mbps home uncapped.

 

[roskii]

On 4mb home capped account. Stream Twitch on high with no issues.

 

[Chevron]

It galls me that the only way we ever seem to be able to get issues resolved with a South African ISP is by taking to public forums but here we go yet again…

I'm currently a deeply unhappy new Business Uncapped Pro ADSL customer who signed up on Monday:

1) 4Mbps line is averaging 0.5Mbps transfer speed from our remote servers but Speedtest.net claims the line is doing 3.81Mbps down and 0.75Mbps up.

1.a) It would be nice if WebAfrica (and other za ISP's) would apply the same traffic shaping rules to speedtest.net as they do to the rest of the Internet as this would go a long way to restoring the transparency and trust which the .za ISP industry has been playing so fast and loose with over the last couple of years.

1.b) We're still getting full 4Mbps transfer speeds on our backup ADSL account with another ISP so the problem is not on our side and I would appreciate it if WebAfrica's technicians would actually do some troubleshooting rather than asking for screenshots & traceroute's as I have more important responsibilities to tend to than spending my morning performing diagnostics for them that I have already performed, far more thoroughly, myself.

1.c) Last communication from support was at 10:49am this morning. I guess Eskom must have reset the bar for what we can expect in terms of reasonable support for "Business" products in South Africa.

2) I'm currently being billed for two Business Uncapped Pro ADSL accounts and my ongoing attempts to get a response from billing@webafrica continues to meet only with deafening silence.

Business Uncapped Pro should be flawless. Could just be that a profile was incorrectly assigned or something.

 

[astroboi89]

Hi WebAfricahelper, Do you guys have any news in regards to Telkom upgrading speeds? Will 2mb become 4mb anytime soon etc. Thanx

 

[Bedford]

I see you were complaining about Twitch on Afrihost in the other thread. Has WA been much better for you on Twitch? And are you using standard Home capped and not Home capped pro? Really tired of constantly having to buffer even medium quality streams on a 20mb VDSL line.

Night and day difference for me, I can watch on source/ high and im playing with sub 200ms latency now (usually round 185ms).

Oh and I chose the home capped pro package for December, im keen to see if there are any noticeable difference.

 

[Chevron]

Oh and I chose the home capped pro package for December, im keen to see if there are any noticeable difference.

You'll see the biggest difference during business hours. Not so much after hours.

 

[Webafrica Helper]

It galls me that the only way we ever seem to be able to get issues resolved with a South African ISP is by taking to public forums but here we go yet again…

I'm currently a deeply unhappy new Business Uncapped Pro ADSL customer who signed up on Monday:

1) 4Mbps line is averaging 0.5Mbps transfer speed from our remote servers but Speedtest.net claims the line is doing 3.81Mbps down and 0.75Mbps up.

1.a) It would be nice if WebAfrica (and other za ISP's) would apply the same traffic shaping rules to speedtest.net as they do to the rest of the Internet as this would go a long way to restoring the transparency and trust which the .za ISP industry has been playing so fast and loose with over the last couple of years.

1.b) We're still getting full 4Mbps transfer speeds on our backup ADSL account with another ISP so the problem is not on our side and I would appreciate it if WebAfrica's technicians would actually do some troubleshooting rather than asking for screenshots & traceroute's as I have more important responsibilities to tend to than spending my morning performing diagnostics for them that I have already performed, far more thoroughly, myself.

1.c) Last communication from support was at 10:49am this morning. I guess Eskom must have reset the bar for what we can expect in terms of reasonable support for "Business" products in South Africa.

2) I'm currently being billed for two Business Uncapped Pro ADSL accounts and my ongoing attempts to get a response from billing@webafrica continues to meet only with deafening silence.

Hi antoinevg,

Its not good hearing you this unhappy with us. Your Business Pro account should be flying so there is definitely something wrong with that particular account.

Could you PM me your account details and ticket reference numbers so I can take it up with our team.

 

[Webafrica Helper]

I am really confused about the bandwidth prioritisation, according to this on a 3 star rating general browsing and mail will still be quick. Yet I only get 30kB/s max when I try browsing or opening gmail but the moment I try watching a youtube video it jumps to around 300kB/s and right here it says that youtube is the one that's expected to be slower.

I am on a 4Mbps home uncapped.

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Hi Camango,

Please PM me your account details and I will see what the issue is.