PaulB_
Senior Member
I am writing to express my deep dissatisfaction and seek advice from the knowledgeable members of this community regarding the exasperating ordeal my friend and I have endured with Web Africa's services. As an IT Technician who volunteered my time to assist a friend, I find it imperative to bring this matter to light and gather insights, possible solutions, and support from fellow members.
Our troubles began in May when my friend subscribed to Web Africa with the expectation of obtaining a reliable internet connection. However, the activation process hit a roadblock due to an active line at the address, caused by Web Africa's failure to terminate a fiber line promptly. Such a fundamental oversight raises concerns about their competence and attention to detail.
Eventually, we managed to resolve the initial issue and thought the worst was behind us. However, upon arriving at the location to set up the router, we were met with yet another setback—the Optical Network Terminal (ONT) was non-functional, and there was no fiber activity detected. Seeking assistance, I reached out to the provided email address, only to receive a dismissive response stating that my email would not be acknowledged and that I should log the issue through their web support channels. Complying with their instructions, I logged the issue and obtained a reference number, hoping for a swift resolution.
Unfortunately, the reference number turned out to be a hollow token of progress. Last week, when I inquired about the fault's status, I was transferred between multiple departments, encountering frustrating delays and a shocking lack of coordination. At one point, I was even told that the reference number couldn't be found. After persistent efforts, they finally located the reference number but provided little reassurance beyond a generic statement urging me to "be patient" as the matter had supposedly been escalated.
To my dismay, the service was deemed active this morning, with assurances that all issues had been resolved. With cautious optimism, we proceeded to set up the router and input the correct PPoE password. However, our hopes were immediately crushed as the connection failed to establish due to the complete absence of a fiber signal from the ONT. Feeling exasperated, we promptly logged the fault once again, only to be subjected to a baffling series of transfers between different departments—Support, Provisioning, Technical, and back to Provisioning—before finally reaching someone named Lerato.
Lerato, while claiming to access the account details, consumed a significant amount of our time—close to 45 minutes—without providing any substantial response or resolution. Frustration reached its peak, and I expressed my discontent with Web Africa's abysmal support. Only then did Lerato acknowledge our concerns and admit that the order was still stuck at the provisioning stage with Openserve. Astonishingly, despite being billed for a month of service, the fiber line from Openserve remains inactive. It is disheartening to realize that this critical task, which should have been completed in May when we were initially informed of the line's activation, has been neglected until now. This entire experience has been an utter waste of time and effort.
To compound matters, not once has anyone from Web Africa proactively reached out to my friend to check on the progress or provide updates. As a freelance graphic designer who relies on a stable internet connection to work from home, she has been burdened with anxiety and stress due to missed deadlines and mounting professional obligations. The disregard shown by Web Africa is simply unacceptable.
In my capacity as an IT Technician, I hold influence over my clients' choices of Internet Service Providers (ISPs). Given the lamentable service and support we have experienced, it should come as no surprise that I will actively dissuade my clients from
considering Web Africa. If this matter remains unresolved by Friday, I regretfully inform Web Africa that I will be submitting a cancellation request. This decision pains me, but the level of incompetence and disregard demonstrated throughout this entire ordeal leaves me with no alternative.
I kindly request the Mybroadband community's advice and support in addressing this matter. Your insights, suggestions, and shared experiences will be greatly appreciated.
Thank you for your attention.
Our troubles began in May when my friend subscribed to Web Africa with the expectation of obtaining a reliable internet connection. However, the activation process hit a roadblock due to an active line at the address, caused by Web Africa's failure to terminate a fiber line promptly. Such a fundamental oversight raises concerns about their competence and attention to detail.
Eventually, we managed to resolve the initial issue and thought the worst was behind us. However, upon arriving at the location to set up the router, we were met with yet another setback—the Optical Network Terminal (ONT) was non-functional, and there was no fiber activity detected. Seeking assistance, I reached out to the provided email address, only to receive a dismissive response stating that my email would not be acknowledged and that I should log the issue through their web support channels. Complying with their instructions, I logged the issue and obtained a reference number, hoping for a swift resolution.
Unfortunately, the reference number turned out to be a hollow token of progress. Last week, when I inquired about the fault's status, I was transferred between multiple departments, encountering frustrating delays and a shocking lack of coordination. At one point, I was even told that the reference number couldn't be found. After persistent efforts, they finally located the reference number but provided little reassurance beyond a generic statement urging me to "be patient" as the matter had supposedly been escalated.
To my dismay, the service was deemed active this morning, with assurances that all issues had been resolved. With cautious optimism, we proceeded to set up the router and input the correct PPoE password. However, our hopes were immediately crushed as the connection failed to establish due to the complete absence of a fiber signal from the ONT. Feeling exasperated, we promptly logged the fault once again, only to be subjected to a baffling series of transfers between different departments—Support, Provisioning, Technical, and back to Provisioning—before finally reaching someone named Lerato.
Lerato, while claiming to access the account details, consumed a significant amount of our time—close to 45 minutes—without providing any substantial response or resolution. Frustration reached its peak, and I expressed my discontent with Web Africa's abysmal support. Only then did Lerato acknowledge our concerns and admit that the order was still stuck at the provisioning stage with Openserve. Astonishingly, despite being billed for a month of service, the fiber line from Openserve remains inactive. It is disheartening to realize that this critical task, which should have been completed in May when we were initially informed of the line's activation, has been neglected until now. This entire experience has been an utter waste of time and effort.
To compound matters, not once has anyone from Web Africa proactively reached out to my friend to check on the progress or provide updates. As a freelance graphic designer who relies on a stable internet connection to work from home, she has been burdened with anxiety and stress due to missed deadlines and mounting professional obligations. The disregard shown by Web Africa is simply unacceptable.
In my capacity as an IT Technician, I hold influence over my clients' choices of Internet Service Providers (ISPs). Given the lamentable service and support we have experienced, it should come as no surprise that I will actively dissuade my clients from
considering Web Africa. If this matter remains unresolved by Friday, I regretfully inform Web Africa that I will be submitting a cancellation request. This decision pains me, but the level of incompetence and disregard demonstrated throughout this entire ordeal leaves me with no alternative.
I kindly request the Mybroadband community's advice and support in addressing this matter. Your insights, suggestions, and shared experiences will be greatly appreciated.
Thank you for your attention.
