Web sQuad ISP - Feedback Thread #2

rvanwyk said:
Line flapping. Vuma Aerial Wilgeheuwel. Anyone else?
Click to expand...
Zageroth said:
Same here, Vuma trenched Randpark.....
Click to expand...

We saw brief flap due to a config change on our MLAG pair. Shouldn't have happened, but for some reason, the switch momentarily thought it was broadcast and shut the ports. We've stabilised and implemented additional protection in this regard. Apologies for the inconvenience caused. Stable now.
 
I am a customer but we sit with very hard to prove issue
Since Monday we have had issues with Fortnite and Roblox, the former fails to connect to the servers.

I have spent hours checking everything but I don’t want to log a ticket because then they will ask me for WinMTR results or hosts I do not even know because the game uses many

Any advise or help on this issue? It started yesterday
 
DarkSt0rm said:
Net just went down, same issue?
Click to expand...
Nope nothing we saw at a network level- everything ok since? Might have been Vuma related.

EmmanuelGoldstein said:
I am a customer but we sit with very hard to prove issue
Since Monday we have had issues with Fortnite and Roblox, the former fails to connect to the servers.

I have spent hours checking everything but I don’t want to log a ticket because then they will ask me for WinMTR results or hosts I do not even know because the game uses many

Any advise or help on this issue? It started yesterday
Click to expand...
Still seeing this one? We haven’t seen other reports of the same, so it’s sounding quite isolated. Stale DNS record or MTU perhaps? Please don’t hesitate to log a ticket. What fno and region are you?
 
websquadza said:
Nope nothing we saw at a network level- everything ok since? Might have been Vuma related.


Still seeing this one? We haven’t seen other reports of the same, so it’s sounding quite isolated. Stale DNS record or MTU perhaps? Please don’t hesitate to log a ticket. What fno and region are you?
Click to expand...
Not sure, bypassed everything including router and it still not working. Octotel in Western Cape. My son has a ticket open now with EPIC Games because we cannot see anything on our side
 
EmmanuelGoldstein said:
Not sure, bypassed everything including router and it still not working. Octotel in Western Cape. My son has a ticket open now with EPIC Games because we cannot see anything on our side
Click to expand...
Fotnite uses Amazon to host all their servers so an MTR to a AWS IP in the region you play could show you some information
 
I wanted to give feedback about the very poor support received from websquad, I logged a call two weeks back about moving to a new house and I wanted to arrange the fiber service to be moved, the old location and new location both have Vumatel,

I told them it's very important that the new service is activated on Thursday and I don't mind paying double fees because me and my wife both work from home and we need good connectivity.

I configured the PPPoE details they sent to me on my router but PPPoE is not connecting on the interface where the ONT/CPE is connected.

This morning I see a Vumatel activation attempt which failed looks like the wrong address was used.

Clearly they ignored my request and tried to activate the service this morning and now I can't get anyone from websquad support to reply to my logged tickets and there is no contact number.

I'm actually so disappointed by this bad service after being a customer for 5 years I want to move to a different ISP.
 
krayon_za said:
I wanted to give feedback about the very poor support received from websquad, I logged a call two weeks back about moving to a new house and I wanted to arrange the fiber service to be moved, the old location and new location both have Vumatel,

I told them it's very important that the new service is activated on Thursday and I don't mind paying double fees because me and my wife both work from home and we need good connectivity.

I configured the PPPoE details they sent to me on my router but PPPoE is not connecting on the interface where the ONT/CPE is connected.

This morning I see a Vumatel activation attempt which failed looks like the wrong address was used.

Clearly they ignored my request and tried to activate the service this morning and now I can't get anyone from websquad support to reply to my logged tickets and there is no contact number.

I'm actually so disappointed by this bad service after being a customer for 5 years I want to move to a different ISP.
Click to expand...
Morning, our sincere apologies on this one. We understand the frustration caused here, and the lack of proactive updates from our team.

I have spoken to the team, it seems your estate is coming up on your street, but not your unit number (only a handful of units show up on Vumatel's portal). Another identically named estate, that does not seem to exist on google maps or in reality, on a different street, shows the correct unit numbers. Our team has logged a query with Vumatel to get this resolved asap.

We will be in touch shortly.
 
krayon_za said:
I wanted to give feedback about the very poor support received from websquad, I logged a call two weeks back about moving to a new house and I wanted to arrange the fiber service to be moved, the old location and new location both have Vumatel,

I told them it's very important that the new service is activated on Thursday and I don't mind paying double fees because me and my wife both work from home and we need good connectivity.

I configured the PPPoE details they sent to me on my router but PPPoE is not connecting on the interface where the ONT/CPE is connected.

This morning I see a Vumatel activation attempt which failed looks like the wrong address was used.

Clearly they ignored my request and tried to activate the service this morning and now I can't get anyone from websquad support to reply to my logged tickets and there is no contact number.

I'm actually so disappointed by this bad service after being a customer for 5 years I want to move to a different ISP.
Click to expand...
Apologies again for the inconvenience, our team is currently on it. Our contact number is on our Ticket and site by the way, as well as on our Google listing?

Update: The address has pulled through correctly on the order. We are enquiring with Vumatel as to why your activation has failed.
 
websquadza said:
Apologies again for the inconvenience, our team is currently on it. Our contact number is on our Ticket and site by the way, as well as on our Google listing?

Update: The address has pulled through correctly on the order. We are enquiring with Vumatel as to why your activation has failed.
Click to expand...
There is no contact number on your website under contact us or on the ticket via email or on the customer portal.
 
krayon_za said:
There is no contact number on your website under contact us or on the ticket via email or on the customer portal.
Click to expand...
Thanks for this feedback, I've asked our devs to assist making it more prominent, especially from within our Portal.

It's in the header (top left) and footer on our site (so on every page of our site), and I see on our contact page it's a click through to auto dial (there's a button that says call us, which will trigger a tel: href). But thanks for letting us know it's not actually shown, I've asked the team to sort this out. It's also in the header of every ticket response, on every email (support, accounts etc). And the correct number is linked to our Google Places listing, so simply Googling Web sQuad will give you the correct number.

But for ease of reference, 087 814 0000.

Update: We've enabled display of our number on our contact page under the call us section. It remains visible in the header and footer of our site as it's always been. Our team is working to enable visibility within our portal.
 
Last edited:
websquadza said:
Apologies again for the inconvenience, our team is currently on it. Our contact number is on our Ticket and site by the way, as well as on our Google listing?

Update: The address has pulled through correctly on the order. We are enquiring with Vumatel as to why your activation has failed.
Click to expand...
@krayon_za I see your new address is Vumatel trenched, not GPON as before. Team will be in touch with your static IP details shortly.
 
websquadza said:
Will check for you
Click to expand...
Asked the team to send again, please check if you receive it? I see from our logs it went out 26th October, but with all the random cloud issues last week (AWS, Azure etc), it's possible Twillio's sendgrid (the mailing API) had some issues which slipped through our radar.
 
websquadza said:
@krayon_za I see your new address is Vumatel trenched, not GPON as before. Team will be in touch with your static IP details shortly.
Click to expand...
@krayon_za thanks for confirming the address you get via DHCP. we've let Vumatel know to see if they can find your CPE using this IP, and provision accordingly. Thanks again for your patience and understanding here.
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X