Web Africa local authenticates but doesnt work

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WilD_CaT

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I have a Web Africa 10GB local account.

So far I have used roughly 5,5 Gigs. I am able to connect to the net (Account authenticates) but I am unable to use the account. No local browsing, gaming etc.

I was wondering if anyone else has the problem or if any of the Web Africa people on this forum can help me.

Thanks
 
Hey, just checked with our ADSL guys, no general problems. Drop us a call or send me your client code and we'll check it out :)
 
Hi WilD CaT,

If the problem is persisting for you, please contact our support department and they'll be able to help identify where the problem lies. The behaviour you're seeing generally occurs if you are using DSL Secure on your account and Telkom proceeds to change your line around at the exchange, allocating it a new line ID. If that is the case our support guys will be able to help you right out.

If however it's something more than that, they'll be able to escalate it for you and we can then identify if there's a more deep-rooted problem (though I have not personally heard of any network problems at the moment).
 
Sigh... the dude who responded said I should make sure the ".co.za" sites I am trying to access are in fact hosted locally.

He thinks I'm an idiot. YAY!

He also said if it is in fact DSL secure then they will cancel my account all together. How wonderful.

What is DSL secure? Why does the dude want to cancel my account? Why did my account all of a sudden stop working like 2 days ago? Whats changed?

This sucks!

PS: Seriously unimpressed by the techie and the way he responded to my problem. And I still have the problem.
 
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Hi WilD_CaT

Can you please PM me the username you are having issues logging in with as well as the name of the support individual you phoned so that I can investigate.
 
DSL Secure prevents your WebAfrica bandwidth from being used from another ADSL Port, so even if you gave your username and password to someone, or they stole it - it would be of little use to them.

Unfortunately, Telkom, being Telkom are in the habit of randomly moving lines around, and you get allocated another Port, so effectively you are locked out of your account, a simple call to the support desk resolves this in minutes.
 
Thanks. I looked up DSL secure and it does as you said.

I went through the online support desk and the guys response was that if it is DSL secure then they will have to cancel my account!

So obviously you know more than him...hopefully one of WebAfrica people on here can help me out by going over this techies head and sort this problem out. Alternately they must disable DSL secure on my account. There is no point to having this feature if I can't use my own account.
 
Im also having this problem, i am authenticated, can ping sites but cant get to them.
 
It's weird guys, I moved recently, and Telkom changed my line port for the move, and twice afterwards (new area, probably fiddling) Both times I phoned Webafrica support, first thing they did was to suggest removing DSL secure when they saw it was enabled.

If they aren't prompting You, phone and ask them to remove it. It's only one click to enable it again anyway.
 
stupid Q, but have you guys tried to reset the router ?
 
Necuno said:
stupid Q, but have you guys tried to reset the router ?
Click to expand...

Yes multiple times.

Also DSL secure is not enabled on my account so it aint that.

Its still not working. One of the techies game me 2 DNS addresses to manually add in. Tried that and no joy.

I have asked WA to see if they can connect and browse with my account on their end. If not then the situation goes to IS in order to sort out.
 
WilD_CaT said:
Sigh... the dude who responded said I should make sure the ".co.za" sites I am trying to access are in fact hosted locally.

He thinks I'm an idiot. YAY!

He also said if it is in fact DSL secure then they will cancel my account all together. How wonderful.

What is DSL secure? Why does the dude want to cancel my account? Why did my account all of a sudden stop working like 2 days ago? Whats changed?

This sucks!

PS: Seriously unimpressed by the techie and the way he responded to my problem. And I still have the problem.
Click to expand...

That's just a routine question, you'll be surprise to the amount of stupid people out there ;)

Why cant WA just delete you ADSL account and give you a new one? I've never had service problems with them before. Sucks you getting bad service. But at least they trying, Telkom would be shoving you between departments atm :D
 
Well honestly my only gripe with the service was the first guy who replied wasn't helpful at all. He also gave the wrong information.

Since that first reply I must be honest that the responses have been great.

I have the account sorted now.

Thanks WA.
 
I spoke to soon :) Different problem.

Now the account says "Invalid username or pass on the domain..." and it wont authenticate at all. I am not capped either.

I will try again tomorrow.
 
WilD_CaT said:
I spoke to soon :) Different problem.

Now the account says "Invalid username or pass on the domain..." and it wont authenticate at all. I am not capped either.

I will try again tomorrow.
Click to expand...

o well. must be your account becuase all my local only (IS and saix) is working fine.

can you access www.is.co.za and www.webafrica.co.za or ping them ?

i only once similar issue and after router reset it went away, suppose you don't have IE set to a proxy ?

-yet to find a call center where all agents are guru's or at least know something apart from "format, reinstall" methodology

hec i used to work in mustek electronics's on and we where the **** end of the company as to acquaintance, equipment and pre-testing of products before the client gets them - worst was supporting something that you haven't seen or used at all.

.
 
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No!!! More problems!!!

Okay if you have read some of the earlier posts you would know what my problem was. Anyways, nevermind what it was.

On Friday 22nd Feb I woke up to check my email. I had a reply from WA saying that they will escalate my problem to IS directly. OK!!!

About an hour later I went to the PC with the net connection on and deleted the Web Africa Login and created a new one. I input my Web Africa details and hey VOILA it works. I think it was because some settings were changed ON MY SIDE and had nothing to do with WA or IS. So it was my fault.

When I went online to my client area on the WA site and went to support tickets to close the ticket I had another reply from WA. This stated that they have created a TEST account for me to use. ####[email protected] . I was informed that this account would be closed in 2 hours, presumably so that I don't "Leech for Free!!!". NO PROBLEM. Since my problem was solved I replied to the support ticket that the problem was solved and CLOSED THE TICKET. I also didn't bother using or logging in to the test account as my problem was solved.

Today I check my email and WA have charged me for the TEST ACCOUNT WTF? I haven't used it at all. Not even login to see if it works, as my own account was working and I was scared that if I did login and used it I would be charged.

So now WA have charged my extra for a TEST account that I was told would only work for 2 hours and I haven't even used or even tried to login in to!?

On top of that my own account that I managed to get working on Friday now seems to have been cancelled or disabled as now it doesn't authenticate at all. Gives me the "Invalid Username and Password on the domain" error. So it looks like my normal account has been disabled.


Damn before this I was pretty pleased with WA in general. :(

I have logged another "Fault" in the support ticket system. I hope this gets sorted.
 
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Hi

My apologies for the delay. Can you please forward me your client code, so that I may investigate in to this matter.
 
I must say thanks to wavern who phoned me at 8:45 on a Saturday night to help sort out my problem.

His help has come a long way to restoring my faith in WA and I know that there are people like wavern who will go out of their way to help sort out problems.

My account is now working and the billing error will get sorted out on Monday.

Mistakes do happen, but I would rather be with WA rather than anyone else with people like wavern and the rest who have helped to try sort out my prob.

I really appreciate it, thanks bud.
 
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