Itisoverbru
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- Jan 15, 2025
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Hi All
I just want to share an issue I am currently having with Webafrica/Comtel since their support is not helpful and they can't get a senior engineer to look in to the problem. I am assuming they are stretched thin and the engineer is on leave. There should be a standby engineer. I work for an operator myself.
I recently moved to Burgundy Estate and got fibre from Webafrica/Comtel.
On the 28th of December 2024 I logged the call with them that my WAN light is showing red on the Zyxel router and the PON lights are all up on the ONU. The fibre is fine but the PPPoE is not authenticating. I had to go through this process on their whatsapp platform maybe 20 times going through the same basic troubleshooting steps when I know that is not the problem. So frustrating!
Webafrica sent me a test PPPoE account and it also did not work. Eventually used a laptop connected directly to the ONU to setup a PPPoE connection and getting a 651 error.
They eventually sent Comtel to test. Unfortunately I was not there and my brother was. The Comtel tech said they are getting internet breakout. I am assuming they tested to their own internet breakout and not Webafrica's.
I took a MikroTik to do additional troubleshooting. Setup a PPPoE Client and it fails. Did a PPP scan and nothing. Checked IP Neighbors and nothing. Saw that the interface is sending but not receiving traffic.
I am convinced the issue is on the layer 2 services and possibly the ENNI has an issue or is not tagged. The issue has to be between Comtel and Webafrica yet they sent me a mail saying my ticket has been escalated to EXCO (Which means nothing) and that it will be treated with priority. I am convinced their Senior Engineers are on leave and that is why no one is looking at this problem. Unacceptable in telecoms as it is a 24/7 industry and there must always be someone on standby!
So Webafrica or Comtel if you are reading this get someone to apply a vlan where it is missing or fix a cross-connect that might have been damaged. I am convinced it is a simple fix and issue but your ticketing system is horrendous and sends me to a new agent every time and I have to explain the same things over and over again even though I sent the ticket ref.
Get a senior engineer to call me. I am one myself and we can sort it out. Your agents are not trained to deal with this issue.
I just want to share an issue I am currently having with Webafrica/Comtel since their support is not helpful and they can't get a senior engineer to look in to the problem. I am assuming they are stretched thin and the engineer is on leave. There should be a standby engineer. I work for an operator myself.
I recently moved to Burgundy Estate and got fibre from Webafrica/Comtel.
On the 28th of December 2024 I logged the call with them that my WAN light is showing red on the Zyxel router and the PON lights are all up on the ONU. The fibre is fine but the PPPoE is not authenticating. I had to go through this process on their whatsapp platform maybe 20 times going through the same basic troubleshooting steps when I know that is not the problem. So frustrating!
Webafrica sent me a test PPPoE account and it also did not work. Eventually used a laptop connected directly to the ONU to setup a PPPoE connection and getting a 651 error.
They eventually sent Comtel to test. Unfortunately I was not there and my brother was. The Comtel tech said they are getting internet breakout. I am assuming they tested to their own internet breakout and not Webafrica's.
I took a MikroTik to do additional troubleshooting. Setup a PPPoE Client and it fails. Did a PPP scan and nothing. Checked IP Neighbors and nothing. Saw that the interface is sending but not receiving traffic.
I am convinced the issue is on the layer 2 services and possibly the ENNI has an issue or is not tagged. The issue has to be between Comtel and Webafrica yet they sent me a mail saying my ticket has been escalated to EXCO (Which means nothing) and that it will be treated with priority. I am convinced their Senior Engineers are on leave and that is why no one is looking at this problem. Unacceptable in telecoms as it is a 24/7 industry and there must always be someone on standby!
So Webafrica or Comtel if you are reading this get someone to apply a vlan where it is missing or fix a cross-connect that might have been damaged. I am convinced it is a simple fix and issue but your ticketing system is horrendous and sends me to a new agent every time and I have to explain the same things over and over again even though I sent the ticket ref.
Get a senior engineer to call me. I am one myself and we can sort it out. Your agents are not trained to deal with this issue.
