Web Africa - Please look after your clients

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Polemus

Expert Member
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Location
Three Rivers, Gauteng
Web Africa,

I cannot begin to explain my frustration with you.

I have been a DSL Data customer since December 2014. In January 2015 I moved my line across to Web Africa (From Telkom). If you could please look at my calls to you since then, then you will have an idea of how PATHETIC you are at servicing your clients.

My problem (as described 100's of times) is as follow:

  1. I connect
  2. Connection is stable for 3 to 4 days (SNR up and down sits at 14-16db for the entire time)
  3. SNR suddenly drops to -16 and my line can't sync so disconnects
  4. 1 min later it tries to re-sync and fails
  5. 1 min later it syncs and SNR is back to normal
  6. The line is stable for about an hour, then it repeats point 3-5
  7. Line is stable for 45 min, then it repeats point 3-5
  8. Line is stable for 30 min, then it repeats point 3-5
  9. Line is stable for 15 min, then it repeats point 3-5
  10. Line is stable for 5 min, then it repeats point 3-5
  11. Line is stable for 2 min, then it repeats point 3-5
  12. Line is stable for about 5 seconds, then it repeats point 3-5
  13. Point number 12 then carries on for about 2 to 4 hours.
  14. Then it is stable again for about 1 hr and repeat points 3-5
  15. It is then fine again for about 5 hrs and repeat point 3-5
  16. A day after the pattern it returns to normal again for about 3-4 days and all the above happens again (the same patterns)


I have contacted your call-centre countless times, they do the normal "restart your router" bull**** (as if I have never tried it), then they tell me they can't do anything, they must log a call. 2 days later I get a message from Telkom saying my line is fixed, I then immediately reply to them saying it is not.

Eventually a Techie phones me and says he can't see anything wrong (cause at that point the line is stable), but he will monitor for a few days.

A few days later this **** happens again, and i need to call Web africa once again.... fault gets logged.... get sms ... reply.... techie phones.... rinse and repeat

Once a month the Techie actually rocks up at my house, and tells me EXACTLY what he told me over the phone, he does not check anything on my line, and leaves (even though i try my utmost to get him to sort it out)

It has now been 4 months. Web Africa, STOP LOGGIN CALLS THAT DOES NOT ACHIEVE ANYTHING. FIX THE !@##$ing problem, or get it fixed.

I tried to phone you today, I spent over 30min's listing to "check your gigga bucks" and "want more data" annoying messages, eventually the line dropped before anyone answered.

YES, I understand that my case is not the norm, and I can appreciate the fact that other people does not struggle as much as i do, but one would think, that after so many calls and requests, that WebAfrica would realise i am having issues, and would put a little bit of effort, into ensuring my line is fixed.

You disappoint me.

I have tried:

  1. Let router run of inverter (cleaner power)
  2. Diconnect all landlines
  3. Switched off all plugs on mains and only switch on router switch
  4. Let the router run off a generator
  5. Reset to factory settings
  6. Tried all the above with a different router
  7. replaced filters
  8. Threw my mouse against the wall (into pieces now)
  9. Physically broke the ear piece off my landline's phone in pure frustration for holding on the line for more than an half an hour just to get the call dropped
  10. Broke the enter button on my laptops keyboard due to frustration trying to connect
  11. Ripped the cord off my headphones from jumping up in frustration after connecting to VPN for the millionth time in one hour

Here is a list of my dc's on one day (look at the time), after this horrible period is over, then it is stable again.

03:17 PM 196.210.112.183 34030050 ADSL Unshaped 011391XXXX 3:23PM(2015-05-07)
03:16 PM 196.210.200.100 34030050 ADSL Unshaped 011391XXXX 3:22PM(2015-05-07)
03:14 PM 196.210.200.31 34030050 ADSL Unshaped 011391XXXX 3:20PM(2015-05-07)
03:13 PM 196.210.188.188 34030050 ADSL Unshaped 011391XXXX 3:19PM(2015-05-07)
03:12 PM 196.210.200.37 34030050 ADSL Unshaped 011391XXXX 3:18PM(2015-05-07)
03:09 PM 196.210.112.232 34030050 ADSL Unshaped 011391XXXX 3:15PM(2015-05-07)
03:08 PM 196.210.112.146 34030050 ADSL Unshaped 011391XXXX 3:14PM(2015-05-07)
03:07 PM 196.210.188.166 34030050 ADSL Unshaped 011391XXXX 3:13PM(2015-05-07)
03:06 PM 196.210.188.171 34030050 ADSL Unshaped 011391XXXX 3:12PM(2015-05-07)
03:05 PM 196.210.200.4 34030050 ADSL Unshaped 011391XXXX 3:11PM(2015-05-07)
03:04 PM 196.210.200.77 34030050 ADSL Unshaped 011391XXXX 3:10PM(2015-05-07)
03:03 PM 196.210.188.254 34030050 ADSL Unshaped 011391XXXX 3:09PM(2015-05-07)
03:02 PM 196.210.188.221 34030050 ADSL Unshaped 011391XXXX 3:08PM(2015-05-07)
03:01 PM 196.210.188.146 34030050 ADSL Unshaped 011391XXXX 3:07PM(2015-05-07)
03:00 PM 196.210.112.244 34030050 ADSL Unshaped 011391XXXX 3:06PM(2015-05-07)
02:59 PM 196.210.112.239 34030050 ADSL Unshaped 011391XXXX 3:05PM(2015-05-07)
02:57 PM 196.210.200.80 34030050 ADSL Unshaped 011391XXXX 3:03PM(2015-05-07)
02:56 PM 196.210.188.132 34030050 ADSL Unshaped 011391XXXX 3:02PM(2015-05-07)
02:53 PM 196.210.188.158 34030050 ADSL Unshaped 011391XXXX 2:59PM(2015-05-07)
02:52 PM 196.210.200.68 34030050 ADSL Unshaped 011391XXXX 2:58PM(2015-05-07)
02:49 PM 196.210.188.151 34030050 ADSL Unshaped 011391XXXX 2:55PM(2015-05-07)
02:48 PM 196.210.200.5 34030050 ADSL Unshaped 011391XXXX 2:54PM(2015-05-07)
02:46 PM 196.210.188.152 34030050 ADSL Unshaped 011391XXXX 2:52PM(2015-05-07)
02:45 PM 196.210.200.8 34030050 ADSL Unshaped 011391XXXX 2:51PM(2015-05-07)
02:43 PM 196.210.112.211 34030050 ADSL Unshaped 011391XXXX 2:49PM(2015-05-07)
02:42 PM 196.210.200.83 34030050 ADSL Unshaped 011391XXXX 2:48PM(2015-05-07)
02:41 PM 196.210.188.131 34030050 ADSL Unshaped 011391XXXX 2:47PM(2015-05-07)
02:40 PM 196.210.112.230 34030050 ADSL Unshaped 011391XXXX 2:46PM(2015-05-07)
02:39 PM 196.210.112.240 34030050 ADSL Unshaped 011391XXXX 2:45PM(2015-05-07)
02:38 PM 196.210.188.193 34030050 ADSL Unshaped 011391XXXX 2:44PM(2015-05-07)
02:35 PM 196.210.112.234 34030050 ADSL Unshaped 011391XXXX 2:41PM(2015-05-07)
02:34 PM 196.210.112.149 34030050 ADSL Unshaped 011391XXXX 2:40PM(2015-05-07)
02:33 PM 196.210.200.3 34030050 ADSL Unshaped 011391XXXX 2:39PM(2015-05-07)
02:29 PM 196.210.188.144 34030050 ADSL Unshaped 011391XXXX 2:35PM(2015-05-07)
02:28 PM 196.210.188.170 34030050 ADSL Unshaped 011391XXXX 2:34PM(2015-05-07)
02:27 PM 196.210.112.246 34030050 ADSL Unshaped 011391XXXX 2:33PM(2015-05-07)
02:26 PM 196.210.200.25 34030050 ADSL Unshaped 011391XXXX 2:32PM(2015-05-07)
02:25 PM 196.210.112.226 34030050 ADSL Unshaped 011391XXXX 2:31PM(2015-05-07)
02:22 PM 196.210.188.134 34030050 ADSL Unshaped 011391XXXX 2:28PM(2015-05-07)
02:21 PM 196.210.112.135 34030050 ADSL Unshaped 011391XXXX 2:27PM(2015-05-07)
02:20 PM 196.210.200.114 34030050 ADSL Unshaped 011391XXXX 2:26PM(2015-05-07)
02:19 PM 196.210.112.217 34030050 ADSL Unshaped 011391XXXX 2:25PM(2015-05-07)
02:18 PM 196.210.112.171 34030050 ADSL Unshaped 011391XXXX 2:24PM(2015-05-07)
02:17 PM 196.210.200.89 34030050 ADSL Unshaped 011391XXXX 2:23PM(2015-05-07)
02:16 PM 196.210.188.206 34030050 ADSL Unshaped 011391XXXX 2:22PM(2015-05-07)
02:15 PM 196.210.112.198 34030050 ADSL Unshaped 011391XXXX 2:21PM(2015-05-07)
02:13 PM 196.210.112.197 34030050 ADSL Unshaped 011391XXXX 2:19PM(2015-05-07)
02:10 PM 196.210.200.123 34030050 ADSL Unshaped 011391XXXX 2:16PM(2015-05-07)
02:09 PM 196.210.200.91 34030050 ADSL Unshaped 011391XXXX 2:15PM(2015-05-07)
02:07 PM 196.210.112.153 34030050 ADSL Unshaped 011391XXXX 2:13PM(2015-05-07)
 
Last edited:
In my personal opinion and experience, having your line with an ISP only gets you a lower rate, not better service for line related issues.

Back to your issue, it sounds like the port to which you are connecting is suspect, or the line to your place gets noise due to moisture or some other cause?

It would be great to get a techie's contact details and call him/her exactly when this happens, but such is the modern life, no personal contact, all via some time wasting request queueing system.
 
Only 4 months? Ha. I have had exactly the same issue for over 2 YEARS now, and WA are still in denial. I have basically just accepted that my line disconnects periodically and keep hoping that it will happen at 2 a.m. and not 10 a.m. If Telkom had a "Move my line to Telkom" button on their website I'd probably do that, but they don't seem to want ADSL customers to come back once they've left; I can find no way to do it on their (utterly ****e-vol) website. Basically I've just given up.
 
mikro2nd said:
Only 4 months? Ha. I have had exactly the same issue for over 2 YEARS now, and WA are still in denial. I have basically just accepted that my line disconnects periodically and keep hoping that it will happen at 2 a.m. and not 10 a.m. If Telkom had a "Move my line to Telkom" button on their website I'd probably do that, but they don't seem to want ADSL customers to come back once they've left; I can find no way to do it on their (utterly ****e-vol) website. Basically I've just given up.
Click to expand...

I will be a thorn in their side till such time my line is fixed.

Ti-i-i-ime is on my side..... YES IT IS .... :whistle:
 
Polemus said:
Web Africa,

I cannot begin to explain my frustration with you.

I have been a DSL Data customer since December 2014. In January 2015 I moved my line across to Web Africa (From Telkom). If you could please look at my calls to you since then, then you will have an idea of how PATHETIC you are at servicing your clients.

My problem (as described 100's of times) is as follow:

  1. I connect
  2. Connection is stable for 3 to 4 days (SNR up and down sits at 14-16db for the entire time)
  3. SNR suddenly drops to -16 and my line can't sync so disconnects
  4. 1 min later it tries to re-sync and fails
  5. 1 min later it syncs and SNR is back to normal
  6. The line is stable for about an hour, then it repeats point 3-5
  7. Line is stable for 45 min, then it repeats point 3-5
  8. Line is stable for 30 min, then it repeats point 3-5
  9. Line is stable for 15 min, then it repeats point 3-5
  10. Line is stable for 5 min, then it repeats point 3-5
  11. Line is stable for 2 min, then it repeats point 3-5
  12. Line is stable for about 5 seconds, then it repeats point 3-5
  13. Point number 12 then carries on for about 2 to 4 hours.
  14. Then it is stable again for about 1 hr and repeat points 3-5
  15. It is then fine again for about 5 hrs and repeat point 3-5
  16. A day after the pattern it returns to normal again for about 3-4 days and all the above happens again (the same patterns)


I have contacted your call-centre countless times, they do the normal "restart your router" bull**** (as if I have never tried it), then they tell me they can't do anything, they must log a call. 2 days later I get a message from Telkom saying my line is fixed, I then immediately reply to them saying it is not.

Eventually a Techie phones me and says he can't see anything wrong (cause at that point the line is stable), but he will monitor for a few days.

A few days later this **** happens again, and i need to call Web africa once again.... fault gets logged.... get sms ... reply.... techie phones.... rinse and repeat

Once a month the Techie actually rocks up at my house, and tells me EXACTLY what he told me over the phone, he does not check anything on my line, and leaves (even though i try my utmost to get him to sort it out)

It has now been 4 months. Web Africa, STOP LOGGIN CALLS THAT DOES NOT ACHIEVE ANYTHING. FIX THE !@##$ing problem, or get it fixed.

I tried to phone you today, I spent over 30min's listing to "check your gigga bucks" and "want more data" annoying messages, eventually the line dropped before anyone answered.

YES, I understand that my case is not the norm, and I can appreciate the fact that other people does not struggle as much as i do, but one would think, that after so many calls and requests, that WebAfrica would realise i am having issues, and would put a little bit of effort, into ensuring my line is fixed.

You disappoint me.

I have tried:

  1. Let router run of inverter (cleaner power)
  2. Diconnect all landlines
  3. Switched off all plugs on mains and only switch on router switch
  4. Let the router run off a generator
  5. Reset to factory settings
  6. Tried all the above with a different router
  7. replaced filters
  8. Threw my mouse against the wall (into pieces now)
  9. Physically broke the ear piece off my landline's phone in pure frustration for holding on the line for more than an half an hour just to get the call dropped
  10. Broke the enter button on my laptops keyboard due to frustration trying to connect
  11. Ripped the cord off my headphones from jumping up in frustration after connecting to VPN for the millionth time in one hour

Here is a list of my dc's on one day (look at the time), after this horrible period is over, then it is stable again.

03:17 PM 196.210.112.183 34030050 ADSL Unshaped 011391XXXX 3:23PM(2015-05-07)
03:16 PM 196.210.200.100 34030050 ADSL Unshaped 011391XXXX 3:22PM(2015-05-07)
03:14 PM 196.210.200.31 34030050 ADSL Unshaped 011391XXXX 3:20PM(2015-05-07)
03:13 PM 196.210.188.188 34030050 ADSL Unshaped 011391XXXX 3:19PM(2015-05-07)
03:12 PM 196.210.200.37 34030050 ADSL Unshaped 011391XXXX 3:18PM(2015-05-07)
03:09 PM 196.210.112.232 34030050 ADSL Unshaped 011391XXXX 3:15PM(2015-05-07)
03:08 PM 196.210.112.146 34030050 ADSL Unshaped 011391XXXX 3:14PM(2015-05-07)
03:07 PM 196.210.188.166 34030050 ADSL Unshaped 011391XXXX 3:13PM(2015-05-07)
03:06 PM 196.210.188.171 34030050 ADSL Unshaped 011391XXXX 3:12PM(2015-05-07)
03:05 PM 196.210.200.4 34030050 ADSL Unshaped 011391XXXX 3:11PM(2015-05-07)
03:04 PM 196.210.200.77 34030050 ADSL Unshaped 011391XXXX 3:10PM(2015-05-07)
03:03 PM 196.210.188.254 34030050 ADSL Unshaped 011391XXXX 3:09PM(2015-05-07)
03:02 PM 196.210.188.221 34030050 ADSL Unshaped 011391XXXX 3:08PM(2015-05-07)
03:01 PM 196.210.188.146 34030050 ADSL Unshaped 011391XXXX 3:07PM(2015-05-07)
03:00 PM 196.210.112.244 34030050 ADSL Unshaped 011391XXXX 3:06PM(2015-05-07)
02:59 PM 196.210.112.239 34030050 ADSL Unshaped 011391XXXX 3:05PM(2015-05-07)
02:57 PM 196.210.200.80 34030050 ADSL Unshaped 011391XXXX 3:03PM(2015-05-07)
02:56 PM 196.210.188.132 34030050 ADSL Unshaped 011391XXXX 3:02PM(2015-05-07)
02:53 PM 196.210.188.158 34030050 ADSL Unshaped 011391XXXX 2:59PM(2015-05-07)
02:52 PM 196.210.200.68 34030050 ADSL Unshaped 011391XXXX 2:58PM(2015-05-07)
02:49 PM 196.210.188.151 34030050 ADSL Unshaped 011391XXXX 2:55PM(2015-05-07)
02:48 PM 196.210.200.5 34030050 ADSL Unshaped 011391XXXX 2:54PM(2015-05-07)
02:46 PM 196.210.188.152 34030050 ADSL Unshaped 011391XXXX 2:52PM(2015-05-07)
02:45 PM 196.210.200.8 34030050 ADSL Unshaped 011391XXXX 2:51PM(2015-05-07)
02:43 PM 196.210.112.211 34030050 ADSL Unshaped 011391XXXX 2:49PM(2015-05-07)
02:42 PM 196.210.200.83 34030050 ADSL Unshaped 011391XXXX 2:48PM(2015-05-07)
02:41 PM 196.210.188.131 34030050 ADSL Unshaped 011391XXXX 2:47PM(2015-05-07)
02:40 PM 196.210.112.230 34030050 ADSL Unshaped 011391XXXX 2:46PM(2015-05-07)
02:39 PM 196.210.112.240 34030050 ADSL Unshaped 011391XXXX 2:45PM(2015-05-07)
02:38 PM 196.210.188.193 34030050 ADSL Unshaped 011391XXXX 2:44PM(2015-05-07)
02:35 PM 196.210.112.234 34030050 ADSL Unshaped 011391XXXX 2:41PM(2015-05-07)
02:34 PM 196.210.112.149 34030050 ADSL Unshaped 011391XXXX 2:40PM(2015-05-07)
02:33 PM 196.210.200.3 34030050 ADSL Unshaped 011391XXXX 2:39PM(2015-05-07)
02:29 PM 196.210.188.144 34030050 ADSL Unshaped 011391XXXX 2:35PM(2015-05-07)
02:28 PM 196.210.188.170 34030050 ADSL Unshaped 011391XXXX 2:34PM(2015-05-07)
02:27 PM 196.210.112.246 34030050 ADSL Unshaped 011391XXXX 2:33PM(2015-05-07)
02:26 PM 196.210.200.25 34030050 ADSL Unshaped 011391XXXX 2:32PM(2015-05-07)
02:25 PM 196.210.112.226 34030050 ADSL Unshaped 011391XXXX 2:31PM(2015-05-07)
02:22 PM 196.210.188.134 34030050 ADSL Unshaped 011391XXXX 2:28PM(2015-05-07)
02:21 PM 196.210.112.135 34030050 ADSL Unshaped 011391XXXX 2:27PM(2015-05-07)
02:20 PM 196.210.200.114 34030050 ADSL Unshaped 011391XXXX 2:26PM(2015-05-07)
02:19 PM 196.210.112.217 34030050 ADSL Unshaped 011391XXXX 2:25PM(2015-05-07)
02:18 PM 196.210.112.171 34030050 ADSL Unshaped 011391XXXX 2:24PM(2015-05-07)
02:17 PM 196.210.200.89 34030050 ADSL Unshaped 011391XXXX 2:23PM(2015-05-07)
02:16 PM 196.210.188.206 34030050 ADSL Unshaped 011391XXXX 2:22PM(2015-05-07)
02:15 PM 196.210.112.198 34030050 ADSL Unshaped 011391XXXX 2:21PM(2015-05-07)
02:13 PM 196.210.112.197 34030050 ADSL Unshaped 011391XXXX 2:19PM(2015-05-07)
02:10 PM 196.210.200.123 34030050 ADSL Unshaped 011391XXXX 2:16PM(2015-05-07)
02:09 PM 196.210.200.91 34030050 ADSL Unshaped 011391XXXX 2:15PM(2015-05-07)
02:07 PM 196.210.112.153 34030050 ADSL Unshaped 011391XXXX 2:13PM(2015-05-07)
Click to expand...

Hi,

I can understand that this issue must be quite frustrating :( Please PM me your account details and I'm going to speak to a service manager at Telkom and ask him to move you to a different exchange. Clearly, it's not going to help if we keep on logging issues and then they get closed without a resolution.
 
Last edited:
mikro2nd said:
Only 4 months? Ha. I have had exactly the same issue for over 2 YEARS now, and WA are still in denial. I have basically just accepted that my line disconnects periodically and keep hoping that it will happen at 2 a.m. and not 10 a.m. If Telkom had a "Move my line to Telkom" button on their website I'd probably do that, but they don't seem to want ADSL customers to come back once they've left; I can find no way to do it on their (utterly ****e-vol) website. Basically I've just given up.
Click to expand...

Hi,

Please PM me your account details and I'll see what we can do, because there has to be another way for this to get resolved. It's not fair that you're battling an intermittent line for this long.
 
WebAfrica Helper said:
Hi,

Please PM me your account details and I'll see what we can do, because there has to be another way for this to get resolved. It's not fair that you're battling an intermittent line for this long.
Click to expand...

Once again, Techie was here, Telkom will monitor my line.

I have already disconnected 8 times sine 8:15.
 
check the time it takes a guy at WA live chat to respond...

PLEASE NOTE, i was connected to the rep for almost 8min before he responded... and his excuse: "sorry about that"

WA Live Chat.jpg
 
Polemus said:
check the time it takes a guy at WA live chat to respond...

PLEASE NOTE, i was connected to the rep for almost 8min before he responded... and his excuse: "sorry about that"

View attachment 217670
Click to expand...

Hi,

I've escalated this issue to the ADSL manager to address, sorry about that :( I've dropped you a PM - please advise.
 
For the record, I've experienced the same useless live chat support from this same guy (ages to respond, forgets what you're talking about halfway through, I actually had him end the session prematurely halfway through a service request!). It's come up in a couple of other threads too..
 
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