Webafrica = Idiots

unskinnybob said:
Whiners be whining.
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Spoken like a man with nothing of relevance left to say.

I wouldn't mind paying for a trial account, as long as it is reasonably priced. There is no way in hell I'm paying R70 for 1gb just to see if their network has gone to **** or not. That's ludicrously priced.
 
Hi Gnomez,

I think this was put in place as a 'security precaution', so that people couldn't sign up for unlimited amounts of trial accounts. I agree that this limitation isn't really serving the purpose we intended though and may need a rethink.

Perhaps what we should do is make the trial limitation expire after 1 year? Otherwise we need to totally rethink how the trial works - do you have any suggestions?

In the meantime, I'll arrange a trial account for you immediately.
 
Ry4n said:
WA has very quickly gone from one of my fav ISPs to one of my worst.
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Really sad to hear that Ry4n :(

We've put a lot into our network and customer service division over the last 3 months. What do you think we should focus on to improve further, in your view?
 
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waroop said:
Really sad to hear that Ry4n :(

We've put a lot into our network and customer service division over the last 3 months. What do you think we should focus on to improve further, in your view?
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As much as some people complain about WA (I'm not even a subscriber, Mweb :love:), they must be commended for their communication, ie the COO directly responding to issues in this very forum. Only a handful of SA companies would ever provide that level of communication.
 
waroop said:
Really sad to hear that Ry4n :(

We've put a lot into our network and customer service division over the last 3 months. What do you think we should focus on to improve further, in your view?
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IMHO, it performance. I have a 75GB capped account and it's just not up to scratch. My 35GB Afrihost account performs much more consistently. It's not like we use up all of the GB's either. I am sitting at 32GB out of the 75GB and I would rather run on the Afrihost account. I don't want huge amounts of GB's, I want a better performing account. That's always was WA was renown for and the performance has decreased considerably since the introduction of the uncapped accounts. For example, Youtube is not great on WA and WOW is virtually unplayable (2000+ latency). The problem is that the performance issues are erratic but switching to a WebAfrica prepaid unshaped account always results in good performance so it's not a line issue but rather a WA issue.
 
waroop said:
Hi Gnomez,

I think this was put in place as a 'security precaution', so that people couldn't sign up for unlimited amounts of trial accounts. I agree that this limitation isn't really serving the purpose we intended though and may need a rethink.

Perhaps what we should do is make the trial limitation expire after 1 year? Otherwise we need to totally rethink how the trial works - do you have any suggestions?

In the meantime, I'll arrange a trial account for you immediately.
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Maybe also reduce the size of the trial account? A 3gb trial is rather a bit larger than it needs to be.
 
Graal said:
Maybe also reduce the size of the trial account? A 3gb trial is rather a bit larger than it needs to be.
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This.

A 1GB account should be more than sufficient for any tests one should wish to run on a trail account. Otherwise a 'guest@telkomadsl' type of account that allows access to a set number of sites for testing purposes - but that will limit eg. the VPN dude that want to run a VPN test.
 
Abe said:
IMHO, it performance.
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Thanks for the feedback Abe, we're applying another batch of network updates over the next few days. Could you run some tests once they're done on Tuesday. Let me know how you find things, I am certain the improvements will resolve the final few niggles.
 
Graal said:
Maybe also reduce the size of the trial account? A 3gb trial is rather a bit larger than it needs to be.
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Not that I've used trial accounts before, but as a comparison mweb has a 1 or 2 week uncapped trial?? Although I wish they would limit that to maybe a day! :p
 
reactor_sa said:
Not that I've used trial accounts before, but as a comparison mweb has a 1 or 2 week uncapped trial?? Although I wish they would limit that to maybe a day! :p
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Yep it is a week uncapped, so have to say I do not think 3 gigs would bankrupt WA :)

But it does say a lot when MWeb is willing to give you a full week uncapped and WA refuses a 3 gig account because the user had one well over a year ago. At least Rupert did intervene and maybe WA will address this better going forward - can only help them I would think
 
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Well, as far as I know, you have to contact Mweb to organize a trial account, whereas OW's accounts are open to the public so anyone can register.
 
waroop said:
Really sad to hear that Ry4n :(

We've put a lot into our network and customer service division over the last 3 months. What do you think we should focus on to improve further, in your view?
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Hi waroop - my issue was capped shaping during the day - its the same as uncapped. I was unable to youtube and play d3 during the day it was too unstable compared to anyother ISP I tried, so I moved. D3 I would get +-250ms and at times it would just shoot up to 1K ms pretty often and youtube I would have to wait 20 30 sec every 10 seconds of viewing a clip - if I wanted that I would just get uncapped - I'm sorry I don't expect that from a capped account. Afrihost is cheaper and unshaped.
 
Abe said:
IMHO, it performance. I have a 75GB capped account and it's just not up to scratch. My 35GB Afrihost account performs much more consistently. It's not like we use up all of the GB's either. I am sitting at 32GB out of the 75GB and I would rather run on the Afrihost account. I don't want huge amounts of GB's, I want a better performing account. That's always was WA was renown for and the performance has decreased considerably since the introduction of the uncapped accounts. For example, Youtube is not great on WA and WOW is virtually unplayable (2000+ latency). The problem is that the performance issues are erratic but switching to a WebAfrica prepaid unshaped account always results in good performance so it's not a line issue but rather a WA issue.
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Exactly what ^he^ said.
 
I was with them until there accounts become unstable and unusable. 30kbps on a 6mb line. Had a phone call in the 30 days notice period saying that WA are doing network updates and it should be back to normal. The tech said he would send me a test account to judge to performance. Needless to say that I am still waiting and its been two months now. Looks like its not only there lines that have gone downhill, there customer service has become shocking. I was a loyal customer of WA for many years until now. What really irritated me was the tech not listening to me. I told him that WA was slow and high latencies and all, compared to me other accounts. They didnt listen at all. Kept on saying its my line, it my line. Do tracert. If i phone and tell somewhere their service is not working as intended then I am 100% sure of it. Dont make me do your jobs for you.
 
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Barfish88 said:
I was with them until there accounts become unstable and unusable. 30kbps on a 6mb line. Had a phone call in the 30 days notice period saying that WA are doing network updates and it should be back to normal. The tech said he would send me a test account to judge to performance. Needless to say that I am still waiting and its been two months now. Looks like its not only there lines that have gone downhill, there customer service has become shocking. I was a loyal customer of WA for many years until now. What really irritated me was the tech not listening to me. I told him that WA was slow and high latencies and all, compared to me other accounts. They didnt listen at all. Kept on saying its my line, it my line. Do tracert. If i phone and tell somewhere their service is not working as intended then I am 100% sure of it. Dont make me do your jobs for you.
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Hi Barfish,

We have really made some major improvements on our Network over the past couple of months and things are looking up. We are also in the process of improving the profiles on our Capped accounts which after our testing phase will perform considerably better and should be implemented shortly.

The one thing I am not happy about is the fact that you received such a bad service. The Support agent should be looking into things properly and not just telling you its your line when it might not be or he should have provided you with a proper explanation on why the speed was so low.

We are going to be doing a lot of improvements on all fronts with the hope that we can start winning back those Loyal customers like yourself.
 
My penny's worth. Quite a while ago I had serious problems with Web Africa which led to alot of unhappiness and unpleasantness. In desperation I asked for the MD to contact me. I am still waiting for that to happen. Needless to say that service starts from the top. So it is no wonder to see that WA is losing customers, there service sucked in my case!
 
ernstn said:
My penny's worth. Quite a while ago I had serious problems with Web Africa which led to alot of unhappiness and unpleasantness. In desperation I asked for the MD to contact me. I am still waiting for that to happen. Needless to say that service starts from the top. So it is no wonder to see that WA is losing customers, there service sucked in my case!
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Like all companies there is a complaint escalation process that must be followed and I'am sure it was not by choice that our COO or CEO didn't call. Whoever you spoke to should have followed this process and requested that a Manager call thereafter if you are not satisfied Senior management needs to step in.

I would like get this done and get management to give you a call to see if we can get your issues resolved. Please PM your client code so that I can take this up to you.
 
ernstn said:
My penny's worth. Quite a while ago I had serious problems with Web Africa which led to alot of unhappiness and unpleasantness. In desperation I asked for the MD to contact me. I am still waiting for that to happen. Needless to say that service starts from the top. So it is no wonder to see that WA is losing customers, there service sucked in my case!
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Same here - still waiting (actually I am over it)

WAJustinW said:
Like all companies there is a complaint escalation process that must be followed and I'am sure it was not by choice that our COO or CEO didn't call. Whoever you spoke to should have followed this process and requested that a Manager call thereafter if you are not satisfied Senior management needs to step in.
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I did follow all the channels; phoned your offices etc, promised responses and given excuses, and nothing happened.

For me, talk is cheap with WA and now the big issue is to deliver on many promises you guys have made over the months (many months). Maybe this time things will be different.
 
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