Webafrica ripoff artists

[Gatvol100]

I might be naive or possibly too ignorant. I have noticed that my 50mb fibre with Webafrica has gotten a bit too steep lately.
I started to compare prices and then also on a whim checked the Webafrica website pricing after putting in my address. The same 50mb line that I pay R929 for they are charging R639. This can't be right, so I began the arduous journey of trying to contact their support, fml. Eventually got a response on their WhatsApp support line. After a lot of back and forth, I am told I could "downgrade my line". I ask them to what speed, and it turns out I can downgrade to the exact same speed I am on, how this is a downgrade makes no sense. I then state that in essence Webafrica is charging its clients too much hoping they won't query it, in my case almost R300 a month. If you are with Webafrica check that you are not paying too much and if you are considering Webafrica...RUN AWAY!

 

[Alexania]

I just went through the exact same experience with them.

First guy I spoke to tried to convinced me the additional amount was a "connection fee" even if on the invoice it clearly states that I'm paying that amount "per month" and that it'll correct itself "after I pay" (I had already paid). I eventually gave up bashing my head against that stone (though a stone may have been more useful).

After that the whatsapp bot bugged out and stayed in an infinite "please rate our call" menu (probably hoping I'd stop rating it 1). And luckily THERES NO OTHER WAY OF CONTACTING THEM.

Second consultant, days later, ghosted me.

Threatened to cancel my service, which magically got a response out of them. Since the clawback is too much, I agreed to them "downgrading" my line (to a faster speed...) at the end of the month, but they've now added a R999 cancellation fee to their T&Cs. So that's nice.

They won, but I'm only still here under duress.

Don't be fooled by their Sales team. It's honestly the worst customer service experience I've ever had.

Avoid.

 

[porchrat]

There are plenty of viable alternatives when it comes to ISPs. You're not trapped.

I don't know why people put up with the dumpster fire that is WebAfrica.

I only had to experience their utterly pathetic support system over one issue to realise I had to change ISP.

Internet connections are very important to most of us working from home or running businesses. You can't afford to have that essential infrastructure managed by people that don't care.

 

[Alexania]

Sure, there are great alternatives. But I signed up with WA way back when they were still good and recently moved house.

Consequently, if I leave now they're going to smack me with a massive clawback fee for the "new" installation. (The line already existed, so the amount is questionable in itself).

And I've not quite reached the point of cutting off my nose to spite my face. Yet.

 

[zerocool2009]

I am in the same boat. They are constantly upgrading me. $@$& knows why!

 

[porchrat]

Sure, there are great alternatives. But I signed up with WA way back when they were still good and recently moved house.

Consequently, if I leave now they're going to smack me with a massive clawback fee for the "new" installation. (The line already existed, so the amount is questionable in itself).

And I've not quite reached the point of cutting off my nose to spite my face. Yet.

You're saying the downgrade comes with a cancellation fee of R999 on the option you're moving from, or a full cancellation comes with R999 on top of the clawback on the installation fee? That seems ludicrous on their part.

Just take the hit, save your sanity. I certainly doubt dealing with WebAfrica is going to get any less painful going forward. They seem determined to go out of business.

 

[Alexania]

You're saying the downgrade comes with a cancellation fee of R999, the clawback on the installation fee can't be much more than that.

Just take the hit, save your sanity. I certainly doubt dealing with WebAfrica is going to get any less painful going forward. They seem determined to go out of business.

The clawback is R2800, so yes, it's decently more. Given that I haven't had any technical issues (touch wood), I'm willing to wait out the 12 months.

I'm only posting to make sure no one else jumps into this pit.

 

[porchrat]

The clawback is R2800, so yes, it's decently more. Given that I haven't had any technical issues (touch wood), I'm willing to wait out the 12 months.

Jesus Christ R2800?!?!?!

That's insane. Yea wait it out and then duck.

I remember the days when WebAfrica were decent. Oh how the mighty have fallen.

 

[Mr G]

When I was looking for a new ISP after moving earlier this year, WA was the cheapest monthly, was about to sign up with them when I saw the R999 cancellation fee, regardless of how long you stay with them, even if it ends up being years. No thank you.

 

[Jean Claude Vaaldamme]

The problem is. Who are all these other viable options to move too. I'm not with Webafrica but also want to move ISP. So everyone rave about Cool ideas, but go look on Cool ideas support thread here. It is just constant complaining.

 

[porchrat]

The problem is. Who are all these other viable options to move too. I'm not with Webafrica but also want to move ISP. So everyone rave about Cool ideas, but go look on Cool ideas support thread here. It is just constant complaining.

I was on WebAfrica before. Moved to Cool Ideas after 2 or 3 bad incidences where I couldn't contact their support for days at a time. In one such incident I was without Internet for 2 weeks.

Cool Ideas is like night and day compared to Web Africa. Support contacts you with an email AND a phone call usually within 30min of logging a ticket. Sometimes they send a preemptive SMS out if their is scheduled maintenance in my area by the FNO that will cause connection issues.

 

[PBCool]

The problem is. Who are all these other viable options to move too. I'm not with Webafrica but also want to move ISP. So everyone rave about Cool ideas, but go look on Cool ideas support thread here. It is just constant complaining.

Go look at any thread where there are active reps, and it is all complaining. It is what these threads are mostly used for escalations.

 

[Jean Claude Vaaldamme]

I was on WebAfrica before. Moved to Cool Ideas after 2 or 3 bad incidences where I couldn't contact their support for days at a time. In one such incident I was without Internet for 2 weeks.

Cool Ideas is like night and day compared to Web Africa. Support contacts you with an email AND a phone call usually within 30min of logging a ticket. Sometimes they send a preemptive SMS out if their is scheduled maintenance in my area by the FNO that will cause connection issues.

Yes, but I want internet and go on with my life. I am not in the mood to talk to great service and support the whole time. Reading that thread it just seem people constantly have problems.

 

[STORMERSFAN]

The problem is. Who are all these other viable options to move too. I'm not with Webafrica but also want to move ISP. So everyone rave about Cool ideas, but go look on Cool ideas support thread here. It is just constant complaining.

Mind the speed or rocketnet are both decent

 

[Rickster]

Yes, but I want internet and go on with my life. I am not in the mood to talk to great service and support the whole time. Reading that thread it just seem people constantly have problems.

It's 95% the FNO at fault so it won't matter which ISP you go with.

 

[porchrat]

Yes, but I want internet and go on with my life. I am not in the mood to talk to great service and support the whole time. Reading that thread it just seem people constantly have problems.

You're looking at mybb threads that exist to elevate support queries. You will naturally see mostly complaints there.

I've been on Cool Ideas for a couple of years now and every single issue I've had has been with my pathetic FNO, and I experienced the same problems under WebAfrica. The problem was I had no way of knowing with whom the problem lay because it took days to contact WebAfrica to get an answer. At least with Cool Ideas I get a response almost immediately generally with an ETA on resolution of the issue by the FNO if it's available.

As to issues with Cool Ideas specifically I've experienced none for what my personal experience is worth.

Your experience with ISPs will of course vary by area and whatnot.

 

[My_King]

The problem is. Who are all these other viable options to move too. I'm not with Webafrica but also want to move ISP. So everyone rave about Cool ideas, but go look on Cool ideas support thread here. It is just constant complaining.

Jip, who to move to.

Rather the angel yoy know than the angel you dont

 

[Krypton Web - AQP]

@My_King @Jean Claude Vaaldamme
If you guys are in Cape Town, move to Krypton Web
We have ZERO cancellation fees currently and our prices are comparable to most of the big ISPs out there

But most importantly, we provide our customers with GREAT customer service
No additional forum to log onto to chat to a real support person - we use WhatsApp or the chat widget on our website, or you can call us during office hours. There are also options to chat to us via Facebook Messenger or Instagram DM

You can find our service reviews here:
Google: https://www.google.com/search?q=krypton+web
Facebook: https://www.facebook.com/KryptonWeb/reviews/

 

[CrypticZA]

Yes, but I want internet and go on with my life. I am not in the mood to talk to great service and support the whole time. Reading that thread it just seem people constantly have problems.

I am with CISP been down i think 3 times in 5 years, and general experience has been perfect.

I have complained recently mostly due to the fact Dimension Data has been giving CISP constant problems but at the end of the day they have said they are aware of the issue and it has not really affected me that much (or at all) its more me helping them giving them information so they can fix the issue.

I often post there not because i am having a problem but more to HELP them to diagnose some ones issue so they can implement a fix, torrents work, streaming works things run pretty fine yet i am active there. Yes there is NLD problems now and then or international issue but we live in Africa, stage 5 and 6 loadshedding happens daily and things run out of diesel and break. Even with the issue here and there i am still loyal to them. I will admit JHB seem to have been getting it hard but once again comes down to Dimension Data problems which they weren't open about and what must a company do if they use a company hiding problems from them to start off with...


^ This dip was the first one in over a year

Anyways not trying to fan boy or anything but just thought i'd rather share an experience and reason for why i and i know a few others post quite frequently about issues but when they not actually really affecting us we more just helping out.

 

[Webafrica Helper]

Hello Everyone, to address some of the package change comments - recently we had a lot of our FNOs advise of overall service increases, as a result of us absorbing a number of increases throughout the past few years - we as an ISP were simply no longer able to incur the additional costs.
As an immediate plan of action - we then, in turn, ensured that all affected clients were updated the moment we had consolidated feedback on the changed billing going forward.
We did our very best to minimize where we could, in some instances (where we could)* we provided service change options to allow, at the very least for some of our clients to make a choice on what they would prefer given the pricing circumstances around their specific package change.

To respond to the downgrade inquiry - we have a number of new packages available in your customer zone.
Link: https://www.webafrica.co.za/clientarea.php
Your customer zone will provide available options for your specific profile. One of the primary differences from our legacy products (older options) is that the new service options have an allocated cancellation fee, that will be applied in the event of a cancellation at any point. Again, this is a penalty fee that will apply no matter when the service terminates.
The legacy or older service options has a different cancellation policy - for details please reach out with your details via DM so we may have a closer look and advise if still required.
@Gatvol100 @Alexania
The general cancellation terms (excluding the above-mentioned newer service options that include the R999 cancellation fee policy) - include, that if any fibre line is canceled prior to a full 12 months of service activation, the system will auto-generate clawback invoices for all fees initially absorbed by us as the ISP upon sign-up for that specific address.
For details on our terms - please visit: https://www.webafrica.co.za/legal/

We would like to apologize to any of you that may have experienced any difficulty and are here to assist via DM if still required. Please reach out to us - we're on standby to help.

Regards,

Webafrica