WebAfrica Support Missing?

ghostRgg

ghostRgg

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Waited an hour to get a support person via Whatsapp, dropped them an email and its been 4 days without a response. It just shows as a ticket "Being Processed" with "Low" Urgancy. The support lady said they have "logged it with Openserve" which I fully believe was a lie.

I understand that there are issues with a short staff, people flooding to Pure and Naked DSL, but come on guys. Our exchange has a PPPoE Authentication Error, which is probably a broken port or connection from the exchange.

P.S I submitted the ticket on my girlfriend's behalf, but that shouldn't make a difference.
 
ghostRgg said:
Waited an hour to get a support person via Whatsapp, dropped them an email and its been 4 days without a response. It just shows as a ticket "Being Processed" with "Low" Urgancy. The support lady said they have "logged it with Openserve" which I fully believe was a lie.

I understand that there are issues with a short staff, people flooding to Pure and Naked DSL, but come on guys. Our exchange has a PPPoE Authentication Error, which is probably a broken port or connection from the exchange.

P.S I submitted the ticket on my girlfriend's behalf, but that shouldn't make a difference.
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Just remember that WA has to pass the issue on to whomever the back haul provider is...Vumatel or whatever.

With all WA staff working from home it is already a nightmare getting hold of one, and then the issue has to be passed on to another provider who then has to send out someone to the exchange itself.

Good luck, I had similar issues recently...
 
MightyQuin said:
Just remember that WA has to pass the issue on to whomever the back haul provider is...Vumatel or whatever.

With all WA staff working from home it is already a nightmare getting hold of one, and then the issue has to be passed on to another provider who then has to send out someone to the exchange itself.

Good luck, I had similar issues recently...
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The thing is I brought it to WebAfricas attention 5 or so days ago regarding it. They said it was reported to Openserve, but I have heard nothing since and no changes. ADSL :/
 
MightyQuin said:
Then the issue is Openserve not WA...
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Yeah, I get that, but WebAfrica are in control of the account and line itself and Openserve has been impossible to get ahold of the past few days too.
 
I just have jump on the bandwagon too.
Webafrica support has been horrible since the lockdown started.

Last time i needed them it took them almost a full day to reply on whatsapp support.

Today I'm trying to get a hold of someone all day that can do a port reset for me and also look into a capped account that's not getting the correct amount of data. In theory i should be able to do the port reset myself but that feature has not been working for well over a year.
 
ODTech said:
I just have jump on the bandwagon too.
Webafrica support has been horrible since the lockdown started.

Last time i needed them it took them almost a full day to reply on whatsapp support.

Today I'm trying to get a hold of someone all day that can do a port reset for me and also look into a capped account that's not getting the correct amount of data. In theory i should be able to do the port reset myself but that feature has not been working for well over a year.
Click to expand...

Call Telkom, they can usually do it for you immediately.
 
Managed to get it resolved but it wasn't anything WebAfrica was willing to help with. An Openserve technician managed to get to it after a week, went there on the Monday and changed ports and it has been resolved. After which, Webafrica finally replied (a few days after it was fixed) and said they escalated it.

Funny enough, regarding the port reset, that line manager system hasn't worked on WebAfrica for a year as well. But in the end, the issue was resolved and all is good. Now to push for Pure DSL.
 
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