Webafrica support or rather lack thereof

Yea WA support is shocking.I have never dealt with a company so useless than them.
Please this is a warning don’t go near WA
 
I don’t understand how providers with such bad service become so big , do they just over spend on marketing and ensure they sign up more than they lose.
 
You know, I joined WebAfrica when they were still fairly small. Unknown. New to the market. This was back in 2011. Back then, their service was BY FAR the best out there. They ran dedicated gaming servers for their clients, and I remember spending a ton of time on their WAGE servers in DotA and L4D2. Those were the days, man. I remember playing DotA through the night with friends, sitting in the Twilight servers pinging the WAGE server to see if there's a spot, find a spot, host our own game with fantastic pings, and then enjoying the hell out of it. I remember when you'd have a problem with your internet connection (it was ADSL back then) and jumping on a chat with their support at 1:00 in the morning, and 10 minutes later you were sorted.

I remember those days.

In the years since I've signed up many, many clients to WebAfrica, and built up some credit on my profile from the referrals. I couldn't withdraw the last few hundred bucks even, because just suddenly they changed their model to make it way less worth it. Their service went to ****, their prices up, their packages down.

I left WebAfrica a few months ago, after 12 years at them. The people I signed up are also leaving. I know of only one household who's still with them, and they're also looking to move away, because WebAfrica's service is non-existent anymore.

It's a sad path they walked down. I still miss the WAGE days. Playing L4D2 and Unreal Tournament with the dudes from the NAG magazine, not a worry in the world, except that your cap is going to run out.
 
What is the procedure to move to another ISP?
Will there be a break in service switching between ISP’s?
 
There shouldn't be, no. Your new ISP will help you.
 
stefan.lourens said:
This might just be screaming into the void at this point, but how does one actually get support from Webafrica?

I've had my fiber line for over 8 years, and have been mostly happy with the service, until now where I have an issue that I need resolved. I'm on a 500/250Mbps fiber package (Openserve), last month I noticed that there is a cheaper option, but with a cancellation fee, given that I've had the line for so long and had no plans of canceling soon, I figured that's a good deal for me. Little did I know the frustration it will cause. Come 1st of Nov when the package switch happens, I noticed on the 2nd that I suddenly only get 50/25Mbps, I figured there might be some network issues, and left it at that, but the speeds persisted, perfect 50/25.

Contacted support on 04/11 for the first time, using the web client, multiple hours of slow chatting back and forth the agent informed me that the account was incorrect at the "backend" and put me through to provisioning, where I had to explain the problem again, only for them to not agree that there is an issue and put me back through to support, having to yet again explain the problem. They claim the same "backend" configuration issue as before and try and put me through to provisioning. This is now 4 hours into the chat, and provisioning presumably went home for the day so I just get no responses.

Started the process again the next morning 05/11, same slow responses, having to explain the issue again over multiple hours and covering what cables / router I'm using, not ideal, esp as nothing has changed on the installation side, but still fair enough. Only for the agent to eventually (4 hours in) log a fault with openserve, assuring me that they will look into the problem within 48-72 hours and refund me for the days I didn't get the correct bandwidth.

Come today, and the first thing I see in my inbox is the ticket (#171193) has been closed, no communication, no resolution and the problem persists. So now as I'm sitting here having to start the support process yet again, suffering the canned questions / responses from the agents, I'm at a loss for how a company can operate like this.

Is there any options to escalate this or do I just prepare for the hassle to cancel and move to another ISP? @WebAfrica Helper
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Dude. I only saw this post now. I had the exact same issue without any change on my fiber package (Openserve 500/250 line down to 50/25, I'm still on the old pricing model) during from 28th October and it was only resolved on the 7th of November after having multiple tickets closed and re-logged and eventually asking to cancel numerous times. I had to beg them to escalate the issue to Openserve at the end of the day, but there was simply no sense of urgency.

Even on the day of resolution, I reached out to the Tier2 tech that contacted me but still zero response.
I initiate a move early next year as their service has been terrible. I've been a client of theirs since 2007.
 
Vorastra said:
It's been 2 months now since your MWEB acquisition and still speeds and ping are subpar in the evenings in Durban. This only happened once you moved networks. Is this the network going forward now or what.
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Hi there, please DM us so we may get a tech to be in touch to troubleshoot and further assist. We are on standby to help via DM.
 
gcu65 said:
I don’t understand how providers with such bad service become so big , do they just over spend on marketing and ensure they sign up more than they lose.
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The same reason areas like Fourways become so popular. Once you are in you find out that its almost impossible to get out again.
 
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