Web Africa telephonic support

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Fulton17

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A few nights ago I had to wait about 10 minutes before my call to support was answered (after 20:00). This afternoon just after 4, I called support and my call ended after 8 minutes of holding (my battery died on me), so not sure how much longer I would have had to hold before the call was answered. Whilst the first call was after hours and there will be skeleton staff, surely during office hours calls should be answered quickly. AFAIK, at one time WA used to say average wait was less than a minute

The ticket system seems to be a problem. When I email support, the wait time for a response can be quite long. The new ticket system is still not working properly for me.

Maybe it is just my bad luck :confused:
 
Fulton17 said:
A few nights ago I had to wait about 10 minutes before my call to support was answered (after 20:00). This afternoon just after 4, I called support and my call ended after 8 minutes of holding (my battery died on me), so not sure how much longer I would have had to hold before the call was answered. Whilst the first call was after hours and there will be skeleton staff, surely during office hours calls should be answered quickly. AFAIK, at one time WA used to say average wait was less than a minute

The ticket system seems to be a problem. When I email support, the wait time for a response can be quite long. The new ticket system is still not working properly for me.

Maybe it is just my bad luck :confused:
Click to expand...

Somewhere on there site you can see the current call volume and the estimated wait time.. If you have internet access you can call via skype for free.
 
mh348 said:
Somewhere on there site you can see the current call volume and the estimated wait time.. If you have internet access you can call via skype for free.
Click to expand...

Good to know. I have just looked, but couldn't find the estimated wait time. My connection is playing up too much for skype to work, but also good to know, so thanks very much
 
A few months back it was impossible to get through to support by phone
WA changed a few things, trained some tecchies up and now have a lady saying she's in charge. Telephone service is now non-existent unless you are prepared to hold on for 30 minutes. I still believe there's something wrong with that automated queueing system. First in line you can wait 15 minutes. Second in line .... Don't go there.
 
Fulton17 said:
A few nights ago I had to wait about 10 minutes before my call to support was answered (after 20:00). This afternoon just after 4, I called support and my call ended after 8 minutes of holding (my battery died on me), so not sure how much longer I would have had to hold before the call was answered. Whilst the first call was after hours and there will be skeleton staff, surely during office hours calls should be answered quickly. AFAIK, at one time WA used to say average wait was less than a minute

The ticket system seems to be a problem. When I email support, the wait time for a response can be quite long. The new ticket system is still not working properly for me.

Maybe it is just my bad luck :confused:
Click to expand...

Hi Fulton,

I have asked our ADSL manager to have a look into why you waited so long Friday and will post feedback once I get more information.
 
WAJustinW said:
Hi Fulton,

I have asked our ADSL manager to have a look into why you waited so long Friday and will post feedback once I get more information.
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Thanks Justin - it wasn't just Friday though.

On a plus - yesterday the call was answered pretty much as the messages had finished so that was great.
 
Fulton17 said:
Thanks Justin - it wasn't just Friday though.

On a plus - yesterday the call was answered pretty much as the messages had finished so that was great.
Click to expand...

I assumed it was Friday since you posted this on the 08 February 2013. Can you send me the time/date of call so our team can have a look.
 
WAJustinW said:
I assumed it was Friday since you posted this on the 08 February 2013. Can you send me the time/date of call so our team can have a look.
Click to expand...

There was one call on Friday - from first post: "A few nights ago I had to wait about 10 minutes before my call to support was answered (after 20:00). This afternoon just after 4, I called support and my call ended after 8 minutes of holding (my battery died on me)"
As mentioned the other call was a few nights before - your logs should show that one as that call was completed.

Thanks
 
Fulton17 said:
Hello Justin

This was posted on the 11th - I would have assumed by now your ADSL manager would have been able to give some feedback?

I see I am not the only one battling: http://mybroadband.co.za/vb/showthr...-Home-Uncapped-Feedback?p=9831210#post9831210 - see Mark K's comment

Thanks
Click to expand...

Morning Fulton,

Our ADSL manager has received a report from the company that maintains our phone systems and they have advised there was no issues the system during this time but your wait was due to high call volumes at the times of your calls.

Our Customer Care manager is in the process of finding ways to decrease the wait time but I do not have any timelines for this at this moment.
 
WAJustinW said:
Morning Fulton,

Our ADSL manager has received a report from the company that maintains our phone systems and they have advised there was no issues the system during this time but your wait was due to high call volumes at the times of your calls.

Our Customer Care manager is in the process of finding ways to decrease the wait time but I do not have any timelines for this at this moment.
Click to expand...

Thanks Justin - I guess time will tell when this is resolved. Appreciate your feedback
 
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