WebAfrica DSL Complete Problems

Splice

Splice

Senior Member
Joined
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Location
Cape Town
Well I am moving in with my fiance at the end of the month and obviously this means that my ADSL have to be transfered. After speaking with Webafrica I was told to give them confirmation that they need to move my line back to Telkom because it cannot be transfered with Telkom being the owners of the line. i was told this would take 3-5 days. After 3 days I phoned telkom to ask them if my line are with them so I can put in a transfer to the new premises. Telkom told me my line is still with Webafrica and that they have nevergot any orders from Webafrica to do so.

I don't want to cancel my account because the house where I am moving to is still on the same exchange where I am currently at. And was told the transfer period is much quicker than cancelling the account and signing up for a new one.

After numerous follow up calls with both Telkom and Webafrica I am still at square 1 with the line still being on Webafrica's ownership. Telkom said that I have to get proof from Webafrica that the line is currently changing ownership back to Telkom which they cannot provide.

Now in the past I have never had any problems with Webafrica but this is starting to piss me off because if I want to cancel my account i have to give a months notice, which means I will pay for October aswell without me being on the current premises and sitting without internet at my new house.

Now my question what must be done to get this sorted out as soon as possible, because Telkom also told me that the transfer (when the line is with them) can take up to 21 days ????
 
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Your fiance? No man, wait till she's your wife! What's this country coming to ???
 
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whackjob said:
Your fiance? No man, wait till she's your wife! What's this country coming to ???
Click to expand...
lmao!

Splice said:
Well I am moving in with my fiance at the end of the month and obviously this means that my ADSL have to be transfered. After speaking with Webafrica I was told to give them confirmation that they need to move my line back to Telkom because it cannot be transfered with Telkom being the owners of the line. i was told this would take 3-5 days. After 3 days I phoned telkom to ask them if my line are with them so I can put in a transfer to the new premises. Telkom told me my line is still with Webafrica and that they have nevergot any orders from Webafrica to do so.

I don't want to cancel my account because the house where I am moving to is still on the same exchange where I am currently at. And was told the transfer period is much quicker than cancelling the account and signing up for a new one.

After numerous follow up calls with both Telkom and Webafrica I am still at square 1 with the line still being on Webafrica's ownership. Telkom said that I have to get proof from Webafrica that the line is currently changing ownership back to Telkom which they cannot provide.

Now in the past I have never had any problems with Webafrica but this is starting to piss me off because if I want to cancel my account i have to give a months notice, which means I will pay for September aswell without me being on the current premises and sitting without internet at my new house.

Now my question what must be done to get this sorted out as soon as possible, because Telkom also told me that the transfer (when the line is with them) can take up to 21 days ????
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On a serious note. This is completely unacceptable. Here is what I suggest...

1. Log a complaint on HelloPeter.com for WebAfrica ~ People have claimed to get responses cleared up in a matter of hours.
The root of the problem looks like is webafrica as they do not want to help you move the line for reasons unknown to everyone.

2. PM the WebAfrica staff on these forums and see what they say.

3. If what you say is all fact, then you are surely entitled to have your money back from WebAfrica because it is THEIR FAULT or at very least compensation(no billing for 1 month?)

Other than this, you might have to actually Log a complaint with ICASA and explain what is going on but I think you should be able to get things solved with step #2 if step 1 does not work.

Alright, keep us updated!
 
Hi Splice,

This is certainly troubling to hear, pease PM with your client code and I will ensure this is sorted ASAP.

If at anytime you are unhappy with a ticket response, please feel free to rate the ticket accordingly, if a ticket is rated with a thumbs down it is immediately brought to the managers attention and will be dealt with accordingly.

We will be investigating means of allowing better communication for these complaints, we certainly appreciate our customers bringing across their concerns as it greatly assists us in improving our customers experience.
 
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Daniel I PM'ed you.

Just phoned telkom awhile ago they still haven't received a order from Webafrica to change ownerships of the line yet. Just tried to phone WebAfrica but SIGH looks like there are no support on DSL Complete on weekends.
 
Thanks for the PM Splice.

Our ADSL complete department will be contacting you shortly, once everything is resolved, they will create a report of this incident which will be reviewed by upper management as to ensure preventative measures are implemented.

Thanks again for bringing this to our attention and we will keep in contact until everything is full resolved.
 
No one contacted me yet??
Nevermind got through to Telkom line is with them now.
 
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Hi guys

@Splice - I have just received an update from our DSL Complete manager that you line has now been transferred and is Telkom DSL as requested.

I would like to apologize for the delay but also take this opportunity to explain the reasons for it.

I can confirm that we did receive your request to transfer your line back to Telkom and I can also confirm that the order was processed to Telkom on 02/09/10.

It appears that went you did your inquiry with Telkom, the order number was not yet generated as it was only issued late Friday afternoon.

It is for this reason that it had appeared as though the order was not placed when in fact it was.

I can also confirm with you that the line has successfully been transferred to Telkom as requested.

Should you have any further queries please do not hesitate to contact me.

Thank you. :)
 
WAangelo said:
Hi guys

@Splice - I have just received an update from our DSL Complete manager that you line has now been transferred and is Telkom DSL as requested.

I would like to apologize for the delay but also take this opportunity to explain the reasons for it.

I can confirm that we did receive your request to transfer your line back to Telkom and I can also confirm that the order was processed to Telkom on 02/09/10.

It appears that went you did your inquiry with Telkom, the order number was not yet generated as it was only issued late Friday afternoon.

It is for this reason that it had appeared as though the order was not placed when in fact it was.

I can also confirm with you that the line has successfully been transferred to Telkom as requested.

Should you have any further queries please do not hesitate to contact me.

Thank you. :)
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Why was the order only processed on the 02/09/2010 when I first contacted WebAfrica about this on 31/08/2010 ?
 
Splice said:
Why was the order only processed on the 02/09/2010 when I first contacted WebAfrica about this on 31/08/2010 ?
Click to expand...

Hi Splice

I have confirmed with our DSL Complete department that the order was submitted to Telkom on the 31/08/2010 but due to a backlog their commercial section had, the order was only captured on the 02/09/2010.
 
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