WebAfrica authentication problems

[mikef]

Power was down for about 2 hours and since then I have not been able to authenticate on WA.

Phoning their support line puts me in an automated queue just repeating my call is first in line for the next available operator for over 10 minutes.

On previous occasions when this happened I was told by WA that it is a Telkom problem as the authentication data is not been sent from Jhb to CapeTown.

Has anyone else experienced this. Would it be avoided by using Telkom as an ISP. I can connect to Telkom’s webpage using their guest user & password.

 

[Abe]

Power was down for about 2 hours and since then I have not been able to authenticate on WA.

.....

Has anyone else experienced this. Would it be avoided by using Telkom as an ISP. I can connect to Telkom’s webpage using their guest user & password.

Got the same problem here.

Cheers

Dean

 

[Cytek]

Does webAfrica use IS or Saix? I'm using a SAIX account (saol) and I can authenticate fine. Can't understand why it would be isolated to them only... and not sure if moving to Telkom will fix this.
Still down? or back up?

 

[waroop]

There is currently an issue with Telkoms servers and our own - most likely a routing issue, as we have inspected our radius server and can find no fault.

We are in contact with Telkom engineers and they are currently investigating.

We are investing our full resources to resolve the problem as soon as possible.

Thank you for your patience and understanding.

 

[HellTel]

Does webAfrica use IS or Saix? I'm using a SAIX account (saol) and I can authenticate fine. Can't understand why it would be isolated to them only... and not sure if moving to Telkom will fix this.
Still down? or back up?

Authentication is done by the service provider and not Telkom, unless Telkom is the service provider, in this case authentication is done by WA.

Maybe cap was reached?

This once again boils down to customer support, we need proper customer support 24/7.

Why dont the ISPs introduce Live Online Support?

 

[wajason]

We authenticate our accounts , but then get routed by Telkom to a particular bras in an exchange ,

About a month ago there was a similar problem , which was a routing problem between all self authenticating isp's and Telkom...

 

[mikef]

Still down on my side. Has been down for over 6 hours now.

Cant get through to Wa support at all.

Very frustrated as I had work to upload before 8am this morning.

 

[wajason]

Mikef , we are terribly sorry about that, It does seem to be a Telkom problem, have had 1 client calling to say he can connect now.. Anyone else can connect?

 

[Abe]

We authenticate our accounts , but then get routed by Telkom to a particular bras in an exchange ,

About a month ago there was a similar problem , which was a routing problem between all self authenticating isp's and Telkom...

All back and working. Wow, that was quick.

Cheers

Dean

 

[Bodo]

Yup... I can connect fine too!

Thanx for the speedy response!

 

[Abe]

Still down on my side. Has been down for over 6 hours now.

Cant get through to Wa support at all.

Very frustrated as I had work to upload before 8am this morning.

Ouch, did not realise it was for that long. Seems to be sorted on my side now.

Cheers

Dean

 

[mikef]

Connected as I was sending previous message. What was the problem?

Also what was the problem with the support line this morning?

 

[wajason]

I think the support line is just so jammed packed, if it is a real problem , we do supply our cell phone numbers under support on our Web site.. Still awaiting feedback from Telkom .. seems to have been a routing problem again , but we caught it in the bud this time...

 

[waroop]

Regarding our 24/7 support: Because it is so quiet this time of year it is difficult to cover the graveyard time slots as a lot of our staff go on leave and we are short handed.

Additionally we have found that because it is so quiet there really isn't a need to have the office manned at those hours - instead we just supply our customers with the emergency cellphone numbers via the client service area.

(PS: We did had someone in the office until 12:30am last night )

 

[mikef]

I think the support line is just so jammed packed, if it is a real problem , we do supply our cell phone numbers under support on our Web site.. Still awaiting feedback from Telkom .. seems to have been a routing problem again , but we caught it in the bud this time...

Thanks for the reply.

When I dialed the support line earliar this morning (+-3am) and selected support adsl I kept getting an automated response saying I am first in line but nobody answered for over 5 minutes. This happened twice.
Then I tried selecting the response "to speak to an operator" and got to an answering machine where I left a message requesting to be contacted urgently.

This is the third or fourth time that authentication failed since 1 November and possibly appears unique to WA. Previously it was rectified quite quickly but this morning I was very frustrated. Do you know if the routing problem with Telkom has been solved.

 

[Abe]

When I dialed the support line earliar this morning (+-3am) and selected support adsl I kept getting an automated response saying I am first in line but nobody answered for over 5 minutes. This happened twice.
Then I tried selecting the response "to speak to an operator" and got to an answering machine where I left a message requesting to be contacted urgently.

It would be best if they changed the IVR to indicate that there is no one in and that you should contact the engineers on their cell phones.

This is the third or fourth time that authentication failed since 1 November and possibly appears unique to WA. Previously it was rectified quite quickly but this morning I was very frustrated. Do you know if the routing problem with Telkom has been solved.

It is definitely not unique to WA. Axxess had similar problems a while back. Users were off for 3 days if I can remember. I also seem to remember something being said about SAOL having the same problems.

Cheers

Dean

 

[mikef]

Regarding our 24/7 support: Because it is so quiet this time of year it is difficult to cover the graveyard time slots as a lot of our staff go on leave and we are short handed.

Additionally we have found that because it is so quiet there really isn't a need to have the office manned at those hours - instead we just supply our customers with the emergency cellphone numbers via the client service area.

(PS: We did had someone in the office until 12:30am last night )

I appreciate the problem. However the automated support response is not automatically providing the support cell numbers.

 

[waroop]

Hi Mike,

Thanks for the feedback.

Our sincere apologies for the inconvenience caused. The VOIP server of ours is still very new so a our guys we are still learning how to manage it properly and get their heads around it.

We will investigate and find a way to list our cell numbers, or automatically dial straight to them.

 

[wajason]

We are terribly sorry you feel that way, We have not had an authentication problem once on our side that i can remember that was unique to Web Africa, the last authentication problem , was also a Telkom routing problem , which lasted for the most of the day, which was between Telkom and Self authenticating ISP's

Regards to our Switchboard, we are terribly sorry for the inconvenience , it does seem to be a problem , that the automated message says first in Q and does not change to nobody available for example , I will definately get our guys to check that little buggy out..

 

[mikef]

Hi Mike,

Thanks for the feedback.

Our sincere apologies for the inconvenience caused. The VOIP server of ours is still very new so a our guys we are still learning how to manage it properly and get their heads around it.

We will investigate and find a way to list our cell numbers, or automatically dial straight to them.

Thanks - much appreciated.

In spite of this mornings problems I still consider WA to have exceptional client service overall.