WebAfrica..what is wrong with you?

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anonibiz

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Since the 24th of March when we were, seemingly without notification, migrated from BitCo/Vumatel to you, WebAfrica, our site-to-site VPN has had routing issues that our services provider claims it cannot resolve without assistance from you, WebAfrica.

Since then, I've spent hours logging WhatsApp tickets with you, WebAfrica, at first having Bit.Co/Vumas claims of our migration to you denied, progressing to 'we can see you're breaking out on our network but don't know who you are', until I was finally able to source an object number from Vumatel, afterwhich a tech 'found' us somewhere in your database, seemingly not onboarded, no customer details or account number created.

From there I was promised time and time again across multiple weeks by various support agents that the issue was 'escalated' to your 'Critical Care Team', told that they were 'sorry for the inconvenience' and 'followed-up', that someone would 'contact us' within a day or two.

We've been patient, understanding, cooperative - boss breathing down my neck be damned, but now after a month of these shenanigans, we're honestly mind-blown.

So, again .. WebAfrica.. what's wrong with you? How can you be so dismissive? How you justify such immense effort your customers have to go through to simply get on a line with an agent? How can it take a week to discover we exist somewhere in the darkest corner of your database when you manage our infrastructure? How can you justify a further 3 weeks, multiple promises for feedback, and 6 different first-line agents across 9 tickets to get no result, no communication from anyone at your company? How can you justify an invoice we fully expect to receive from your accounts department during the next billing cycle, when you render no customer service?

The fact that we haven't even been able to begin troubleshooting the issue due to the above behaviour, is just mind-boggling.
 
anonibiz said:
Since the 24th of March when we were, seemingly without notification, migrated from BitCo/Vumatel to you, WebAfrica, our site-to-site VPN has had routing issues that our services provider claims it cannot resolve without assistance from you, WebAfrica.

Since then, I've spent hours logging WhatsApp tickets with you, WebAfrica, at first having Bit.Co/Vumas claims of our migration to you denied, progressing to 'we can see you're breaking out on our network but don't know who you are', until I was finally able to source an object number from Vumatel, afterwhich a tech 'found' us somewhere in your database, seemingly not onboarded, no customer details or account number created.

From there I was promised time and time again across multiple weeks by various support agents that the issue was 'escalated' to your 'Critical Care Team', told that they were 'sorry for the inconvenience' and 'followed-up', that someone would 'contact us' within a day or two.

We've been patient, understanding, cooperative - boss breathing down my neck be damned, but now after a month of these shenanigans, we're honestly mind-blown.

So, again .. WebAfrica.. what's wrong with you? How can you be so dismissive? How you justify such immense effort your customers have to go through to simply get on a line with an agent? How can it take a week to discover we exist somewhere in the darkest corner of your database when you manage our infrastructure? How can you justify a further 3 weeks, multiple promises for feedback, and 6 different first-line agents across 9 tickets to get no result, no communication from anyone at your company? How can you justify an invoice we fully expect to receive from your accounts department during the next billing cycle, when you render no customer service?

The fact that we haven't even been able to begin troubleshooting the issue due to the above behaviour, is just mind-boggling.
Click to expand...
Webafrica
Sales: 086 000 9555
Support and General Inquiries: 086 000 9500
 
anonibiz said:
Since the 24th of March when we were, seemingly without notification, migrated from BitCo/Vumatel to you, WebAfrica, our site-to-site VPN has had routing issues that our services provider claims it cannot resolve without assistance from you, WebAfrica.

Since then, I've spent hours logging WhatsApp tickets with you, WebAfrica, at first having Bit.Co/Vumas claims of our migration to you denied, progressing to 'we can see you're breaking out on our network but don't know who you are', until I was finally able to source an object number from Vumatel, afterwhich a tech 'found' us somewhere in your database, seemingly not onboarded, no customer details or account number created.

From there I was promised time and time again across multiple weeks by various support agents that the issue was 'escalated' to your 'Critical Care Team', told that they were 'sorry for the inconvenience' and 'followed-up', that someone would 'contact us' within a day or two.

We've been patient, understanding, cooperative - boss breathing down my neck be damned, but now after a month of these shenanigans, we're honestly mind-blown.

So, again .. WebAfrica.. what's wrong with you? How can you be so dismissive? How you justify such immense effort your customers have to go through to simply get on a line with an agent? How can it take a week to discover we exist somewhere in the darkest corner of your database when you manage our infrastructure? How can you justify a further 3 weeks, multiple promises for feedback, and 6 different first-line agents across 9 tickets to get no result, no communication from anyone at your company? How can you justify an invoice we fully expect to receive from your accounts department during the next billing cycle, when you render no customer service?

The fact that we haven't even been able to begin troubleshooting the issue due to the above behaviour, is just mind-boggling.
Click to expand...
Hi


Had this at a client. Webafrica are hiding your behind CGNAT. Easy to check. Check the IP address you get on the router and compare it to the IP address you get by going to https://www.whatismyip.com/ and comparing it. This may break VPN's depending on the type of VPN (IPSEC, L2TP, IKEv2, SSTP, OPENVPN) and is almost certainly the issue.

Personally dump Webafrica. BUT if u can't. Ask them to give you a real reachable address on your router and remove you from the CGNAT pool. Be prepared to wait weeks and shout lots until it goes to someone who actually understands it.

thanks
 
Vorastra said:
Makes new account, 12 days old.
First thing they post is a WebAfrica complaint post seemingly shouting into the void.

OK
Click to expand...
Haha, you're basically on the money here - I had created the account to avoid using my personal for this, but decided to give WA the benefit of the doubt on this, and initially held off posting.

Shouting into the void is essentially a last-ditch effort to get any progress, and in response they have reached out with another commitment to assist, so we shall see^


midasza said:
Hi


Had this at a client. Webafrica are hiding your behind CGNAT. Easy to check. Check the IP address you get on the router and compare it to the IP address you get by going to https://www.whatismyip.com/ and comparing it. This may break VPN's depending on the type of VPN (IPSEC, L2TP, IKEv2, SSTP, OPENVPN) and is almost certainly the issue.

Personally dump Webafrica. BUT if u can't. Ask them to give you a real reachable address on your router and remove you from the CGNAT pool. Be prepared to wait weeks and shout lots until it goes to someone who actually understands it.

thanks
Click to expand...
You are essentially describing what we're experiencing!

The IPs have not matched since the cut-over, something that we alone cannot resolve, hence this post of desperation after over a month of fighting.

Unfortunately with the account/onboarding issues we're having with WA, ISPs I've approached indicated that they cannot takeover until resolved, so we're held hostage by the circumstances.
 
anonibiz said:
Haha, you're basically on the money here - I had created the account to avoid using my personal for this, but decided to give WA the benefit of the doubt on this, and initially held off posting.

Shouting into the void is essentially a last-ditch effort to get any progress, and in response they have reached out with another commitment to assist, so we shall see^



You are essentially describing what we're experiencing!

The IPs have not matched since the cut-over, something that we alone cannot resolve, hence this post of desperation after over a month of fighting.

Unfortunately with the account/onboarding issues we're having with WA, ISPs I've approached indicated that they cannot takeover until resolved, so we're held hostage by the circumstances.
Click to expand...
Ask them to give you a real IP. Keep using words like REAL IP. Send screen shots of the router and whatismyip page. Tell them that your routers IP is not the IP address you are coming from on the internet. Use small words. Don't mention VPN, EVER, VPN's confuse them. Say I want to see my CCTV cameras onsite and my CCTV company say I need a REAL IP ADDRESS. When they seem confused. Ask for it to be escalated.
 
JOEY_8 said:
WebAfrica isn’t going to read this post
Click to expand...
They closed their offices and are available virtually...
www.linkedin.com

Webafrica is pulling the plug on its physical offices, with its more than 500 employees to work completely remotely, making it one of the biggest companies in South Africa to do this. | TechCentral | 28 comments

Webafrica is pulling the plug on its physical offices, with its more than 500 employees to work completely remotely, making it one of the biggest companies in South Africa to do this. | 28 comments on LinkedIn
www.linkedin.com www.linkedin.com
 
Last edited:
midasza said:
Hi


Had this at a client. Webafrica are hiding your behind CGNAT. Easy to check. Check the IP address you get on the router and compare it to the IP address you get by going to https://www.whatismyip.com/ and comparing it. This may break VPN's depending on the type of VPN (IPSEC, L2TP, IKEv2, SSTP, OPENVPN) and is almost certainly the issue.

Personally dump Webafrica. BUT if u can't. Ask them to give you a real reachable address on your router and remove you from the CGNAT pool. Be prepared to wait weeks and shout lots until it goes to someone who actually understands it.

thanks
Click to expand...
Hub and spoke can work from behind a NAT. All the stuff I do is hub and spoke and have many sites on NAT.
 
Their staff is now working from home. Don't expect miracles.
 
Pathetic excuse for an ISP really. Only way to contact them is via WhatsApp, and they never ever respond within 24hrs. When somebody does respond, absolutely clueless.

It's been a terrible nightmare trying to get line released. Service and connectivity is the worst in the world.
 
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