Hi all,
I'd like to address some issues and points raised in this thread, first off from the OP.
Griz said:
So everytime it rains my internet stops working and i've logged countless faults with telkom thru web africa (who i pay for my line) and each time the web africa consultant on the other end of the line promises to call me with an update on what telkoms progress is. To date i've never received a call from web africa to tell me what they've told telkom to do. Now i know telkom is a bit useless but i cant change that.
My most recent call to web africa was last night, the consultant promised to call me this morning with an update even after i told him that they always promise that and i never receive anything but he was adamant so i took his word for it. Suprise suprise i never received a call.
I stuck through them through all there problems last year with regards to all the downtime and latency issues.
Now i cant change telkom but i can change my ISP. Is that what it requires for web africa to notice me?
Can you drop me a PM with your client code please?
I'd like to follow up on any support tickets and Telkom faults that have been logged. It's very concerning that you've been promised feedback and a call back on any updates we receive, I'd like to get this sorted out asap - this definitely should not be happening.
Sapphiron said:
I have been having a similar issue with Webafrica in the past few months
My problem is related to a line that keeps getting downgraded to 384k. I also get the impression that Telkom creates huge problems for Webafrica support. I am sure if I was having to try and make telkom perform for my clients, the culture of poor service they get from Telkom is sure to catch on in their support desk staff. I saw the same thing at our business administration center.
Webafrica Management really needs to put down some incentives and penalties for support staff that do not meet commitments to clients. More transparency would be nice as well.
Have you also created a support ticket for this issue?
Admittedly, feedback from Telkom hasn't been the best as of late - I can however assure everyone though that we're looking into a solution for this, not just a quick work-around!
Things will most definitely get better, everyone is involved from our end to get to the bottom of this.
3p1c said:
Telkoms direct customer support has improved ten fold recently, if I was I'd not use webafrica to manage your telkom line. They are one small office in cape town with like 4 support guys so no wonder they never getnback to you as telkom don't get back to them as they are not the actual customer or end user, you are
Not too sure on where you get this info from?! We're a little more than a 4 staff member operation now. Things have changed since the early days of Web Africa
Have a look at our
Blog for our recent-ish office move, by no means a "small office in Cape Town"
Fulton17 said:
I have being battling with latency issues for weeks now and WA reported the fault. I have had many promises that they will keep me updated etc. Sometimes they do; sometimes they don't. Sadly I do think one needs to keep pushing them so even though you have the line with them, you still have to do some of the work.
Sadly their support is erratic - there have been times I have been very happy and other times when I want to pull my hair out in frustration.
I do agree with HavocXphere - you also need to report the matter to telkom. On my current issue, once I spoke to helkom customer care, things did seem to improve (not that the problem is solved yet).
Yup, I'm more than aware of your issues as of late. I've already replied on our forums with some feedback on this
