WebAfrica slow- Control Panel down for second week.

|tera|

|tera|

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So to cut a long story short. We utilize a Realm on Allocation product at WebAfrica.

Their control panel for this product has been stuffed since last week Monday. End of the month, when data needs to be allocated, accounts need to be created and or switched due to the unfair Bandwidth Allocation options.

The fun thing is I need to phone WebAfrica each day just to have these simple changes done.

Today was just the cruncher. Speaking to a consultant, the guy is so rude and hard of hearing that I have to repeat each sentence and whilst I am speaking and explaining what the issue is, I am abruptly placed on hold.

Does anyone else have these issues? I told WA that I'm going the public route if this continues and believe me this is just the start.

No one can work with this amount of frustration, it is impossible :mad::mad::mad::mad::mad:
 
teraside said:
So to cut a long story short. We utilize a Realm on Allocation product at WebAfrica.

Their control panel for this product has been stuffed since last week Monday. End of the month, when data needs to be allocated, accounts need to be created and or switched due to the unfair Bandwidth Allocation options.

The fun thing is I need to phone WebAfrica each day just to have these simple changes done.

Today was just the cruncher. Speaking to a consultant, the guy is so rude and hard of hearing that I have to repeat each sentence and whilst I am speaking and explaining what the issue is, I am abruptly placed on hold.

Does anyone else have these issues? I told WA that I'm going the public route if this continues and believe me this is just the start.

No one can work with this amount of frustration, it is impossible :mad::mad::mad::mad::mad:
Click to expand...

Hi teraside

We are aware of a network hardware issue on late Monday 25th which was effecting the interface. This was resolved on the morning of Tuesday 26th. Today we had an unrelated software issue which was quickly resolved by our development team. All Allocation realm customers would have been affected during these 2 events. Can you please elaborate on any further issues you might have been having inbetween these 2 times and also whether or not you are still having an issue?

Regarding the poor support you have received, please PM me the your customer code, the approximate time that the call was made, and, if possible, the consultant's name, so that we can investigate further. Except where a telephone signal/connection is clearly bad or extremely quiet there is no good reason for a consultant to have difficulty hearing.
 
Sorry guys, replied to wrong thread.
 
Last edited:
Um, Angelo....
Thats office fail for the day I think ;)

Please disregard the response above, I've added a response above
 
Hi guys,

Sorry about that, I've got too many tabs open. :p
 
WAJeff said:
Hi teraside

We are aware of a network hardware issue on late Monday 25th which was effecting the interface. This was resolved on the morning of Tuesday 26th. Today we had an unrelated software issue which was quickly resolved by our development team. All Allocation realm customers would have been affected during these 2 events. Can you please elaborate on any further issues you might have been having inbetween these 2 times and also whether or not you are still having an issue?

Regarding the poor support you have received, please PM me the your customer code, the approximate time that the call was made, and, if possible, the consultant's name, so that we can investigate further. Except where a telephone signal/connection is clearly bad or extremely quiet there is no good reason for a consultant to have difficulty hearing.
Click to expand...

I am unaware of any network issue or software issue that effected our Realm on those dates as no explanation was given to our company, or Alerts posted by WebAfrica.

The issue has been ongoing since last Monday and has briefly alleviated by using a workaround as supplied on the ticket with WA. Yet, using this method of manually supplying the browser with the HTTPS prefix did not even work this morning.

This caused us a ton of frustration last week as each change or amendment on accounts had to be done manually by WebAfrica right through to Thursday, Friday morning I was able to make changes required for the new month, yet for some odd reason accounts were scheduled to be cancelled which is a first for me.

If I cancelled those accounts it would have been due to fatigue and I accept responsibility, but again, I highly doubt it.

If the problem was resolved then on Tuesday as mentioned, why was the matter of our specific Control Panel and Realm not receiving the attention it deserved?

Should everything come to a point in life where you have to throw toys in order to receive a working product?

I hope not.

Client code will be sent depending on reply received.
 
Hi teraside

I've dropped you a PM as I would like to personally investigate this matter for you.

I am awaiting your reply so that I can investigate your account as soon as possible.

Thanks.
 
WAangelo said:
Hi teraside

I've dropped you a PM as I would like to personally investigate this matter for you.

I am awaiting your reply so that I can investigate your account as soon as possible.

Thanks.
Click to expand...

I have sent the details as requested,

I need an explanation on the following concerns please:

Points of concern that I need an explanation for:

I am unaware of any network issue or software issue that effected our Realm on those dates as no explanation was given to our company, or Alerts posted by WebAfrica.

The issue has been ongoing since last Monday and has briefly alleviated by using a workaround as supplied on the ticket with WA. Yet, using this method of manually supplying the browser with the HTTPS prefix did not even work this morning.

This caused us a ton of frustration last week as each change or amendment on accounts had to be done manually by WebAfrica right through to Thursday, Friday morning I was able to make changes required for the new month, yet for some odd reason accounts were scheduled to be cancelled which is a first for me.

If I cancelled those accounts it would have been due to fatigue and I accept responsibility, but again, I highly doubt it.

If the problem was resolved then on Tuesday as mentioned, why was the matter of our specific Control Panel and Realm not receiving the attention it deserved?
 
Hi teraside

I have investigated this matter for you and I can confirm that this matter was logged with our developers when the problem occurred.
The issue occurred due to a communication problem between our radius server and our internal database server. This has since been resolved.

Admittedly we have dropped the ball here and did not communicate this properly to our customers via any kind of notices or alerts.
This matter has been forwarded to the relevant persons to review.

I have also forwarded the details of the agent you spoke to on to the ADSL manager and notified him of your concerns as this is not the level of service we strive to provide.

I would like to apologize for the frustration caused and look forward to a happy business relationship with you.

Thank you.
 
Thank you Angelo,

I appreciate your honesty and I hope that things will improve on the communication end.

Enjoy the day,
Cheers,
 
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