Jalaloedien
Well-Known Member
- Joined
- Mar 26, 2012
- Messages
- 214
- Reaction score
- 48
I'm not very happy with Web Africa service lately. NOT HAPPY AT ALL!
I get home last night to find that my internet is down. Log onto my router and according to the console, my internet connection is fine. I restart it anyway. After the restart it still reports that internet connection is active, but still not able to access the internet. Check every wired and wireless device on the network and none of them can connect to anything (except internally). I switch the router off, plug out the telephone line, start it up again and same result.
At this point I think it should call Web Africa to see if they can tell me what is going on. Waited in the telephone queue for 10 min but was running late for gym and would sort it out when I get back (much to the irritation of my wife), but thought that it might come back up by the time I got back. Get back from gym and the internet is still offline. Get on the phone again...for another 15 minutes. Decide to give up again so I can shower, etc. Then call again and decide to wait in the queue... for 30 MINUTES. I actually sat with my phone on speaker while I prepared and ate my supper. When someone eventually answers the call gets cut!
At this point its after 21:00 and I've had just about enough. I send an email to support at 21:30 and much to my absolute joy, I have received no response yet. My internet is still not working, my support ticket's urgency has been set "Normal" (which to me reads "Yes, ***** you. We will get to this when we get to it") and I'm starting to wonder why I put up with paying more than everyone else for a couple of months while Web Africa were doing the math on dropping their prices. The first straw was when I inquired about whether they were going to return my line to 4Mbps after Telkom bumped me up to 10Mbps...you know, considering I pay my line rental to them for them to "manage" my line and that they should know that I would have no interest in paying for a 10Mbps line if I am signed up with them for a 4Mbps uncapped service. Instead I am told that I need to log to the client zone and request the line to be downgraded. So, what you are saying is that you are going to continue charging me for a service you know I am not using? That was the first straw and this is shaping up to be the last!
I am not saying that the reason for my ADSL line being down is their fault, but if I am paying them to manage my line and to provide me with internet access, I expect a reasonable level of support. Am I asking for too much? Am I over reacting? I don't think I am, but I may be wrong.
I get home last night to find that my internet is down. Log onto my router and according to the console, my internet connection is fine. I restart it anyway. After the restart it still reports that internet connection is active, but still not able to access the internet. Check every wired and wireless device on the network and none of them can connect to anything (except internally). I switch the router off, plug out the telephone line, start it up again and same result.
At this point I think it should call Web Africa to see if they can tell me what is going on. Waited in the telephone queue for 10 min but was running late for gym and would sort it out when I get back (much to the irritation of my wife), but thought that it might come back up by the time I got back. Get back from gym and the internet is still offline. Get on the phone again...for another 15 minutes. Decide to give up again so I can shower, etc. Then call again and decide to wait in the queue... for 30 MINUTES. I actually sat with my phone on speaker while I prepared and ate my supper. When someone eventually answers the call gets cut!
At this point its after 21:00 and I've had just about enough. I send an email to support at 21:30 and much to my absolute joy, I have received no response yet. My internet is still not working, my support ticket's urgency has been set "Normal" (which to me reads "Yes, ***** you. We will get to this when we get to it") and I'm starting to wonder why I put up with paying more than everyone else for a couple of months while Web Africa were doing the math on dropping their prices. The first straw was when I inquired about whether they were going to return my line to 4Mbps after Telkom bumped me up to 10Mbps...you know, considering I pay my line rental to them for them to "manage" my line and that they should know that I would have no interest in paying for a 10Mbps line if I am signed up with them for a 4Mbps uncapped service. Instead I am told that I need to log to the client zone and request the line to be downgraded. So, what you are saying is that you are going to continue charging me for a service you know I am not using? That was the first straw and this is shaping up to be the last!
I am not saying that the reason for my ADSL line being down is their fault, but if I am paying them to manage my line and to provide me with internet access, I expect a reasonable level of support. Am I asking for too much? Am I over reacting? I don't think I am, but I may be wrong.
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