On the 14th of November 2022 I put in a request on the WebAfrica portal to upgrade my 10/10 line (Which was active since September 2019) to a 25/25 line (this was one of the options to choose from in the dropdown) I did not receive any communication regarding this request, but on the 1st of December 2022 the price for package went off on my Debit order.
I experienced slow upload speeds and hench I opened a Support ticket stating that my upload speed is slower than the package requested (I received a confirmation about this ticket and in this email, my speed is confirmed to be 25/25). After a few days, the ticket was closed stating that the issue has been resolved. This after I did not receive any communication from WebAfrica or Openserve. I tested my speed and seeing that the speed is still too slow I opened another ticket stating that my speed is slower than expected (I then received a confirmation email stating that my line is a 25/15 line which is not the line I ordered)
The next day an Agent from Openserve contacted me asking to test my speed and after relating my speed results to the agent I was informed on their system my line is a 25/10 line. I immediately contacted WeAfrica again stating the above mentioned and the agent (Or should I say agents, as I was thrown around from support to sales to provisioning to support over and over again during the whole day) gave me a promise that a manager will phone me. 19h00 on that night (7 December 2022) a Manager phoned me, we spoke for a while and I stated the whole situation with the agent and they said they have to talk to upper management as there are 4 different speeds everywhere as the speed package they could see on their side was a 25/5 package.
I waited for a couple of days with no feedback I started another chat with WebAfrica Support Whatsapp line. Again I was thrown around from department to department. After asking for a support agent to phone me on the 13th of December 2022 I still am waiting for a phone call and today it is the 19th of December 2022.
It is poor that in today's technological age we cannot get good communication from service providers and how their support staff cannot be properly trained in to listening what the client is experiencing before handing them over to a different agent.
I experienced slow upload speeds and hench I opened a Support ticket stating that my upload speed is slower than the package requested (I received a confirmation about this ticket and in this email, my speed is confirmed to be 25/25). After a few days, the ticket was closed stating that the issue has been resolved. This after I did not receive any communication from WebAfrica or Openserve. I tested my speed and seeing that the speed is still too slow I opened another ticket stating that my speed is slower than expected (I then received a confirmation email stating that my line is a 25/15 line which is not the line I ordered)
The next day an Agent from Openserve contacted me asking to test my speed and after relating my speed results to the agent I was informed on their system my line is a 25/10 line. I immediately contacted WeAfrica again stating the above mentioned and the agent (Or should I say agents, as I was thrown around from support to sales to provisioning to support over and over again during the whole day) gave me a promise that a manager will phone me. 19h00 on that night (7 December 2022) a Manager phoned me, we spoke for a while and I stated the whole situation with the agent and they said they have to talk to upper management as there are 4 different speeds everywhere as the speed package they could see on their side was a 25/5 package.
I waited for a couple of days with no feedback I started another chat with WebAfrica Support Whatsapp line. Again I was thrown around from department to department. After asking for a support agent to phone me on the 13th of December 2022 I still am waiting for a phone call and today it is the 19th of December 2022.
It is poor that in today's technological age we cannot get good communication from service providers and how their support staff cannot be properly trained in to listening what the client is experiencing before handing them over to a different agent.
