EnchanterG
Expert Member
- Joined
- Mar 2, 2008
- Messages
- 1,878
I have been a happy customer of Web Africa for about 3 years now. In all that time I have had no reason to complain about them. Sadly, in the past 6 months there has been a noticeable decline in the level of their service and the quality of their connection.
On April the 3rd my internet connection was gone. Until that point I had lost connectivity for about a week every 2 or 3 months. Generally plausible explanations such as copper cable theft and exchange vandalism usually covered those events.
When I contacted Web Africa to inform them of my lost connectivity a pre-recorded message explained that Internet Solutions had not allocated enough ports to Web Africa and that some people where experiencing some connection issues. My support adviser, when I finally reached him after holding for 15 minutes, simply said that the problem lay with Eskom. I should test the issue by using a different modem, because 'mechanical things break."
I was a bit perplexed by this abrupt explanation, but asked that a fault be logged with Telkom nonetheless. Unfortunately, I did not have a router to test with, so I toted my 'broken' modem along to a family lunch and plugged the thing into the internet connection there, where upon I had a solid internet connection.
Having discarded the 'broken modem' theory I contacted Telkom myself later that day. A helpful technician had me connect via my modem, on my home line, to the Telkom Guest account. I had blazing fast speeds and perfect connectivity for a solid hour (until then my connection dropped every 2 or 3 minutes).
I assumed, as a result of this information that the problem existed on Web Africa's side. When I called them back that evening, I was told that yes, there really weren't enough ports or connections available and that the problem wouldn't be sorted out till the following Tuesday.
It is now the 15th of April. I still do not have a stable internet connection. Of course, Telkom has found itself to blame for this, but those poor harassed technicians have been out to the exchange three times. Each time no fault is logged on their side.
When I contacted Web Africa and asked to speak to a manager regarding this terrible fault resolution, I was told to wait an hour, because 'the managers were busy'. I find this laughable. It has come to the point now where I am convinced that Web Africa is deliberately giving me the worst service they can and working as slowly as they can to resolve my problem, because I have since cancelled my debit order with them.
I fully believe that they are stretching out the repair on my line as long as possible, so that come the 1st I am no longer their problem and I can solve my own damn issues.
I have a theory that the problem does not lie with Telkom at all. Based on the fact that I get stable connections on Sunday, but lose connectivity on Mondays until 21:00 (and this cycle repeats itself every 2 days or so) , I think that Web Africa just doesn't have enough connections available for its clients and is kicking off lower tier users to make space for the big spenders.
I could be wrong, of course, but Web Africa clearly thinks I'm too stupid to bother taking the time to explain what my problem is to me.
I hope this story dissuades anybody who reads it from ever giving their money to Web Africa. I am shocked and disgusted by their lack of service and horrible attitude towards clients. I suspect that even if a representative of Web Africa did read this, nothing would be done about it.
Web Africa might be the only 'independent' ISP left in South Africa, but it is certainly also the worst.
On April the 3rd my internet connection was gone. Until that point I had lost connectivity for about a week every 2 or 3 months. Generally plausible explanations such as copper cable theft and exchange vandalism usually covered those events.
When I contacted Web Africa to inform them of my lost connectivity a pre-recorded message explained that Internet Solutions had not allocated enough ports to Web Africa and that some people where experiencing some connection issues. My support adviser, when I finally reached him after holding for 15 minutes, simply said that the problem lay with Eskom. I should test the issue by using a different modem, because 'mechanical things break."
I was a bit perplexed by this abrupt explanation, but asked that a fault be logged with Telkom nonetheless. Unfortunately, I did not have a router to test with, so I toted my 'broken' modem along to a family lunch and plugged the thing into the internet connection there, where upon I had a solid internet connection.
Having discarded the 'broken modem' theory I contacted Telkom myself later that day. A helpful technician had me connect via my modem, on my home line, to the Telkom Guest account. I had blazing fast speeds and perfect connectivity for a solid hour (until then my connection dropped every 2 or 3 minutes).
I assumed, as a result of this information that the problem existed on Web Africa's side. When I called them back that evening, I was told that yes, there really weren't enough ports or connections available and that the problem wouldn't be sorted out till the following Tuesday.
It is now the 15th of April. I still do not have a stable internet connection. Of course, Telkom has found itself to blame for this, but those poor harassed technicians have been out to the exchange three times. Each time no fault is logged on their side.
When I contacted Web Africa and asked to speak to a manager regarding this terrible fault resolution, I was told to wait an hour, because 'the managers were busy'. I find this laughable. It has come to the point now where I am convinced that Web Africa is deliberately giving me the worst service they can and working as slowly as they can to resolve my problem, because I have since cancelled my debit order with them.
I fully believe that they are stretching out the repair on my line as long as possible, so that come the 1st I am no longer their problem and I can solve my own damn issues.
I have a theory that the problem does not lie with Telkom at all. Based on the fact that I get stable connections on Sunday, but lose connectivity on Mondays until 21:00 (and this cycle repeats itself every 2 days or so) , I think that Web Africa just doesn't have enough connections available for its clients and is kicking off lower tier users to make space for the big spenders.
I could be wrong, of course, but Web Africa clearly thinks I'm too stupid to bother taking the time to explain what my problem is to me.
I hope this story dissuades anybody who reads it from ever giving their money to Web Africa. I am shocked and disgusted by their lack of service and horrible attitude towards clients. I suspect that even if a representative of Web Africa did read this, nothing would be done about it.
Web Africa might be the only 'independent' ISP left in South Africa, but it is certainly also the worst.
Last edited:
