WebAfrica Service

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lsuacner

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I paid for my 1G international prepaid to be reset to 1G remaining, it has been 4 days since they acknowledged receiving the payment but they have not reset my cap.

Previously I bought a local only, prepaid account, it was clear that I said prepaid and they set me on a monthly reset.. after 20+ mails ( I think it was closer to 40) they finally realised their mistake. I realised there was a after I bought an additional 1G for the month and then lost it after a day when the cap reset.

Every single time I pay them money ABSA sends them the email and my request for a cap reset, every single month I have to beg them to reset the cap. I have 2 other accounts now, because when I need my WebAfrica working it does not.

Another thing that annoys me is that even though I have a credit balance (I always pay R1 more to keep track of the number of payments I have made) they keep sending me invoices that money is due, without reflecting payments I made previously. I always prepay accounts and never in arrears, it does not make sense that they always show that I owe them money. I have speculated that they try and overstate their debtors.

I can not express my frustration, other smaller incidents has really added up.. what other ISP provides prepaid local (unshaped? gaming on war3.co.za) and prepaid international

I NEED A NEW ISP!
 
I would have changed ISP after the second email ... :eek:

I'm with openweb. Unsure of their other offerings, I have 30gig local, R130 (i think) and their payment/charging/receiving is very good.
Thanks openweb! :)
 
Local is always unshaped.;)

I've also had some issues with them lately. Mailed 3 times to get them to cancel a month-to-month...not sure whether that ever happened cause I can still login on the dsl usage interface. At least they stopped sending invoices for it.:rolleyes:
 
Hi lsuacner,

I am sincerely grieved to hear you've had a bad experience with us! Can you please PM me your username and I will have this investigated immediately for you.

1 quick thought - are you using your client code as payment reference as indicated in the invoices?
 
waroop said:
Hi lsuacner,

I am sincerely grieved to hear you've had a bad experience with us! Can you please PM me your username and I will have this investigated immediately for you.

1 quick thought - are you using your client code as payment reference as indicated in the invoices?
Click to expand...

I would rather you help all the clients in order and not just those with an online presence. Once my account has been fixed (I have sent 2 emails already) I will state online if it has been fixed. That is the right course of action.
 
lsuacner said:
I would rather you help all the clients in order and not just those with an online presence. Once my account has been fixed (I have sent 2 emails already) I will state online if it has been fixed. That is the right course of action.
Click to expand...
Hi lsuacner,

I understand your point of view, but there are often issues that "slip through the cracks", this case may require over and above the usual amount of investigation at the front line to prevent it from occurring with future customers (this is usually where I come in :)).

We would not in any way lower the priority of the requests from other customers.
 
Hi lsuacner,

lsuacner said:
Every single time I pay them money ABSA sends them the email and my request for a cap reset, every single month I have to beg them to reset the cap. I have 2 other accounts now, because when I need my WebAfrica working it does not.
Click to expand...
I think this may be where the confusion is coming from, we never reset the cap on accounts, instead our usual procedure is to add additional (prepaid) bandwidth. As mentioned this can be done automatically and immediately via the DSL Console. Further you may also enable a feature "Auto Top-Ups" where by your account will automatically top up on bandwidth and notify you (all this can be done via the DSL Console).
http://dsl.webafrica.co.za

lsuacner said:
Another thing that annoys me is that even though I have a credit balance (I always pay R1 more to keep track of the number of payments I have made) they keep sending me invoices that money is due, without reflecting payments I made previously. I always prepay accounts and never in arrears, it does not make sense that they always show that I owe them money. I have speculated that they try and overstate their debtors.
Click to expand...
I agree this is confusing and annoying. We are by law required to send tax invoices, however we do not reference the accounts current balance - I will see what we can do about getting this added in. In the interim you may disable emailing of invoices via https://www.webafrica.co.za/client/Notifications.html

Hope that helps :)
 
Fixed!

WebAfrica responded quickly and added an additional 1G free of charge. I'll follow their procedure from now.

Thank you WebAfrica.
 
Well done WebAfrica. This just confirms my reasoning for staying with you guys.

Now just if you'll just start offering the IS Semi-shaped fibre accounts already.
 
We have been using WebAfrica for many years but it seems their servcie levels have fallen way down - even worse than Telkom.

We spend over R1500 a month just on our ADSL connection with them but by their service to us you'd think we were some pay as you go customers.

Our uncapped stattic adsl account took over 8 weeks to get working due to their extremely bad service and setup. They sent three routers, got Telkom here about six times and wasted dozens and dozens of hours of my time until some bright spark there realised there was a setting error they had made. It almost killed me trying to get something so simple to work.

Now I have some other DNS, caching type error. The service ticket has been open for over a week and the best they could do was to send Telkom around to check our line at our cost. Obviously there wasn't anything wrong with the line.

Besdies that, I have heard a word from them.

I would do almost anything to get out of this contarct. It is in my calendar to make sure we don't spend one day extra with them than we have to.

We alos have 3G cards for laptops and iBurst as a backup. I never have issues with them. My advice to other people out there would be to stay well clear of WebAfrica. Even though we used to refer our clients to tme for service in the past.

Theirs is the worst service I have ever had from any ISP ever in my life.
 
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