Webafrica fibre - zero feedback or interest

[MarkF1]

I applied telephonically six weeks ago to Webafrica for a fibre connection at my new office. Telkom is the fibre provider in my building, but I wanted to go through Webafrica as they have managed my other lines and internet.

Six weeks have passed and I still have no fibre connection, even though all the other tenants in my building are using fibre through Telkom. It is almost impossible to get through to Webafrica telephonically and they don't reply to emails.

They used to be very helpful but are now almost useless in their support. I think they have got too big for their boots and don't care about existing clients who have been with them for a very long time.

I wish I had never applied for the fibre through Webafrica. I'm sure going through Telkom direct would have had a better outcome and at least I would have had a reference number to chase up.

Useless, useless, useless Webafrica support and client retention.

 

[Distr4ction]

Guess who had the same experience....

With the same company!!!

They sold me fibre that was not availible in my area. They actually contacted me to sell it to me. I had to inform them the fibre had not been layed by that company.

I then tried to purchase Telkom fibre from them and guess what... The technician was meant to install on Tuesday, at 12pm I contacted them to find out where he was. I was told I would get feedback then 2 hours later I had to phone again only to find out my query had been added to an email they send daily to Telkom. It would take 24hours for me to get feedback I had taken leave for the day to ensure I was there for the installation. Thanks WebAfrica for wasting a leave day of mine. At this point I asked to speak to a manager the support agent told me this was not possible and that he had to log a ticked for a call back, the ticket was logged and visible in my profile from ~2:30pm. At 4:30pm I called as no call back had been received only to be informed that the manager had left for the day!

I guess leaving at 4:00pm is more important than calling your clients back and more important than assisting your support staff. I am absolutely in awe of how bad this is and feel extremely sorry for your support staff. Imagine having to try and communicate this to an IRATE client.

Once again I am glad I am free of having to deal with WebAfrica!

 

[maumau]

One wonders how they're still in business.

The only reason I can guess it there's no ISP who has decent support, so basically nowhere to go.

 

[Distr4ction]

Dude I just really feel for their support staff. Imagine having to try communicate this rubish to a client, not being able to escalate issues over the phone.... It just seems like management simply trying to dodge work or having to deal with customers... Simply pathetic.

To be honest I have had good support from Axxess, RSAweb. I have had bad technical support from MWEB and Afrihost... I really dont need technical support I can tell you what is wrong just need someone to fix it if it on your side.... So dealing with Axxess was great support staff didnt know everything but they could always escalate issues for me and get them resolved.

I really would advise people to stay away from WebAfrica in my personal capacity because it was that horrible dealing with them for me. Mweb tech support is bad but network is stable. Afrihost after the shapping issues and the lieing to us for so long I have never gone back, Axxess fibre pricing was harsh on the Telkom network so that's the only reason I moved away.

All ISP's have some issues at some stage but I have never had to deal with such incompetent management as I did at WebAfrica the support guys and girls did their best to help me but if management is not willing to get involved its impossible.

 

[MarkF1]

I can't tell you how many times I called and emailed Webafrica. Only could speak to junior techie staff, who have no authority. I'm so sorry I placed order through them.

 

[Distr4ction]

I canceled mine the day they could not get me feedback from Telkom on what was suppossed to be my day of installation. I am very glad they showed me just how bad it could be before I was hooked in on the free installation you pay for if you leave.

 

[Insint]

I applied telephonically six weeks ago to Webafrica for a fibre connection at my new office. Telkom is the fibre provider in my building, but I wanted to go through Webafrica as they have managed my other lines and internet.

Six weeks have passed and I still have no fibre connection, even though all the other tenants in my building are using fibre through Telkom. It is almost impossible to get through to Webafrica telephonically and they don't reply to emails.

They used to be very helpful but are now almost useless in their support. I think they have got too big for their boots and don't care about existing clients who have been with them for a very long time.

I wish I had never applied for the fibre through Webafrica. I'm sure going through Telkom direct would have had a better outcome and at least I would have had a reference number to chase up.

Useless, useless, useless Webafrica support and client retention.

I am with WebAfrica and cannot complain about the internet, great speed and never had any issues but your description of their service level is accurate. It is almost non existent and Telkom is doing a much better job at this stage.

I would rather look some where else if I were you, especially for a business.

 

[i8aNooB]

I have been a WA customer for around 5 years and I have also had this issue with ordering Fibre (9 weeks in on my order). I have called mailed, called, mailed and NOTHING. What a *** usesless company. Trust me here do not order anything from them...guess im going to order a STUPID 24 month telkom fibre account....