Weird WebAfrica DSLSecure issue

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passif29A

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this is a bit of a strange one and I am getting the runaround from Telkom and Webafrica. So I was wondering whether anybody else has seen this and have an idea of what to do.

I have been with WA for quite a while. Thursday my ADSL line dies. Turns out the error message is that it can't authenticate anymore. Phone up WA and it is related to DSLSecure that is enabled (and has been for ages). So we suspect a port change and try to disable DSLSecure (I tried it as well as the Webafrican support person). However, when either of us deselects the DSLSecure option it comes up with an error to say that it can only be done from a line that was enabled with DSLSecure.

So, the WebAfrioca support person suggested that I go off to Telkom which I do. Spent 45 minutes with the support person trying all sorts of things, only for him to end with 'It is a WebAfrica issue as the original DSLSecure was done via WebAfrica and Telkom cannot see what is happening with this'.

Back to WA and we go through the same story. I suggested that the account is deleted and recreated with a new username but WA does not want to go for that. WA is now investigating this and will come back in 24 hours. Hopefully with an answer.

Any ideas from the people on the forum? The original line can't authenticate and DSLSecure can only (seemingly) be disabled from that line. A bit of a catch-22...
 
If you phone from the house phone to your cell, is it the correct number of the land line?

Also

If this changes during upgrade periods to the Exchange it will result in loss of access until DSL Secure is disabled
Click to expand...
 
passif29A said:
this is a bit of a strange one and I am getting the runaround from Telkom and Webafrica. So I was wondering whether anybody else has seen this and have an idea of what to do.

I have been with WA for quite a while. Thursday my ADSL line dies. Turns out the error message is that it can't authenticate anymore. Phone up WA and it is related to DSLSecure that is enabled (and has been for ages). So we suspect a port change and try to disable DSLSecure (I tried it as well as the Webafrican support person). However, when either of us deselects the DSLSecure option it comes up with an error to say that it can only be done from a line that was enabled with DSLSecure.

So, the WebAfrioca support person suggested that I go off to Telkom which I do. Spent 45 minutes with the support person trying all sorts of things, only for him to end with 'It is a WebAfrica issue as the original DSLSecure was done via WebAfrica and Telkom cannot see what is happening with this'.

Back to WA and we go through the same story. I suggested that the account is deleted and recreated with a new username but WA does not want to go for that. WA is now investigating this and will come back in 24 hours. Hopefully with an answer.

Any ideas from the people on the forum? The original line can't authenticate and DSLSecure can only (seemingly) be disabled from that line. A bit of a catch-22...
Click to expand...

Hi passif29A,

Has our support team been able to assist in getting the issue resolved?
 
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