Web Africa knows your password

[PilgrimToHyperion]

TLDR at the bottom.

I've been in an incredibly frustrating situation with WA for 11 days now about very poor speeds for international downloads. I'm talking 16kb/s speeds for international on a 100MB line that is not "FUPPED", night after night. After struggling to get them to give me any sort of indication that they'll investigate they threw it to Telkom to test the line. The line of course was perfect and the test account that Telkom gave me tested flawlessly (12MB/s) every time to the same sites.

Back to WA.

No response, no response, call, nothing etc. The only response you get within a decent timeframe is when you talk to them via Facebook and that is only until 4pm. After many attempts they finally said that IS found an issue and rectified it. Great! My speed jumped to 3MB/s, Telkom account 12MB/s. Not that great. Escalated again. They're apparently not getting my updates on their ticketing system all of a sudden. Whoever phoned then said that she logged into my WA dashboard with my credentials. That can't be right, right? Where'd she get my credentials from? They want me to test in another way that they haven't communicated in 11 days. Here comes an email listing my username and password in clear text!

Now correct me if I'm wrong, but they shouldn't be able to see my password, right? This would allow anyone in WA support to abuse my credentials, take on extra services on my behalf, change my password, basically impersonate me, etc. To me this constitutes a huge breach of trust between me and them. How can I be held responsible for anything done on my WA account if my password is freely available to them? How can I trust that the usage they claim was really me? How can I trust that my account is not being used to look at dodgy sites and that I've ended up on some FBI list because of this?

Of course, escalating this has not helped. I've begged for a manager to call me, but no one did. When you phone their number and pick anything but the sales option the calls are never answered. I tried. Multiple times. Only the sales department answer almost immediately and they can't do anything to help you. Them trying to put you through to other departments just get you into an endless loop with no one ever answering.

Anyone want to weigh in on the password issue? Do all ISP's operate like this and is it okay?

TLDR;
WA has horrible service and their support staff have free access to your account password.

 

[C4Cat]

Yep, I agree, passwords should be secret, that's the whole point. And for some technologically challenged people, they use the same password all over the show so WA is not only putting their own site at risk here.

 

[S.Claus]

If your using this logic you should have a chat with your email provider , car manufacturer ....basically any product that you bought because I can guarantee you they have access to it . I recommend you get a traffic monitor program or check if you router supports it and if that does not resolve you problem or put your mind to ease move to a different provider that doesn't limit/cap your connection like Cool Ideas