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Thread: Terrible service from WebAfrica

  1. #1
    Master GimmeMore's Avatar
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    Default Terrible service from WebAfrica

    I have had issues with my Fibre in the last month. Constantly lose connection and sometimes very slow. As low as 1 Mbps on a 20 Mpbs fibre line.

    When I phoned for support I was asked 3 times if I am sure that I have Fibre. That while the support technician has my detail available on the system after asking for my Account ID! I have an OpenServe fibre line through WebAfrica and all the detail should be on the system.

    After the 3rd time got to a very helpful technician that committed to log a call with Telkom. Up to this point though I have had zero feedback. Logged onto the WebAfrica portal and there are zero (0) support call on my account. That despite the fact that I received a reference number. I also logged an online call on the portal in December. Despite that still zero (0) support call against my account.

    I am severely disgruntled at this stage as I might as well be talking to the wall.

    Perhaps time to consider another ISP!!
    I would give my right arm to be ambidextrous

  2. #2
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    Quote Originally Posted by GimmeMore View Post
    Perhaps time to consider another ISP!!
    Give them another call? Surely with the reference number, the call center should be able to give you immediate feedback? If they are unable to give feedback, why not ask to escalate the matter?

  3. #3
    Cool Ideas Service Provider PBCool's Avatar
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    Or try an account from another ISP to narrow down if it's the line or the ISP.
    Cool Ideas Service Provider - www.cisp.co.za

  4. #4
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    Why do people put up with bad service.

    I would just move to another ISP cos I am done with contract lock in.
    Affordable fast internet for all

  5. #5
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    Quote Originally Posted by GimmeMore View Post
    I have had issues with my Fibre in the last month. Constantly lose connection and sometimes very slow. As low as 1 Mbps on a 20 Mpbs fibre line.

    When I phoned for support I was asked 3 times if I am sure that I have Fibre. That while the support technician has my detail available on the system after asking for my Account ID! I have an OpenServe fibre line through WebAfrica and all the detail should be on the system.

    After the 3rd time got to a very helpful technician that committed to log a call with Telkom. Up to this point though I have had zero feedback. Logged onto the WebAfrica portal and there are zero (0) support call on my account. That despite the fact that I received a reference number. I also logged an online call on the portal in December. Despite that still zero (0) support call against my account.

    I am severely disgruntled at this stage as I might as well be talking to the wall.

    Perhaps time to consider another ISP!!
    Same problem here:

    I phone but got to deadman's door.

    Then tried chat. Looked promising but I nearly an hour later and the chat support guy went missing. This is how our chat went. Pretty boring reading if you have to watch the chat box.

    Chat with us+−
    Good day. Thank you for contacting Webafrica Live Chat support. How may I help?
    01:09 PM
    https://screencast.com/t/iPfBsKtCyus
    01:09 PM
    Hi check what I said above
    01:10 PM
    My adls is intermitted
    01:07 PM
    3.5 to less than 1
    01:07 PM
    cof05
    01:07 PM
    You have reset it a few times today
    01:10 PM
    https://screencast.com/t/iPfBsKtCyus
    01:10 PM
    Are you there?
    01:11 PM
    I give you all my attention but you are not.
    01:12 PM
    This is really useless.
    01:12 PM
    Webafrica is not coping
    01:12 PM
    Gone with the wind
    01:13 PM
    Im just trying to get through to your account and what the issue is
    01:13 PM
    Zuber Khan are you going to me
    01:13 PM
    When did the slow speeds start?
    01:13 PM
    last week or before that but I knew I will not get support so lived with it but now I am fedup
    01:14 PM
    and Webafrica is giving me poor support
    01:14 PM
    Having to watch this chat boox for minutes on end and poor chat support.
    01:15 PM
    See you are gone again helping other people or having lunch
    01:15 PM
    I am testing the line and it shows to be syncing at 5Mbps
    01:15 PM
    This is above your 4Mbps that you signed up for
    01:15 PM
    This can be what is causing the speed issue4s
    01:16 PM
    Yes. Did you see my screencast
    01:16 PM
    I get fast then nothing.
    01:16 PM
    You cannot duplicate that.
    01:16 PM
    No comment.
    01:17 PM
    Did you see my screencast
    01:17 PM
    I am checking it now
    01:17 PM
    Is that done via WiFi or ethernet cable
    01:17 PM
    Wifi. Airbook mac cannot do lan
    01:17 PM
    If you can, try the test via Lan cable as it would tell us if the issue is with the WiFi which is the router or the ADSL line itself
    01:19 PM
    In the mean time I am logging a slow speed fault to Telkom
    01:19 PM
    Airbook mac cannot do lan
    01:19 PM
    You logged a fault last week. Do you have a record of it. I saw no Telkom
    01:20 PM
    The problem is intermitted.
    01:21 PM
    No you are gone agin
    01:23 PM
    You logged a fault last week. Do you have a record of it. I saw no Telkom
    01:23 PM
    ?
    01:24 PM
    What was the update on the last fault
    01:24 PM
    Telkom removes faults from their system once it is closed
    01:24 PM
    Do you have a record of it. I saw no Telkom
    01:25 PM
    I see the fault is still open on their side
    01:25 PM
    If I had no telkom interaction how was it resolved
    01:25 PM
    let me check the last update on this fault #118BWK280318
    01:25 PM
    Their update yesterday advises


    Please run speed test using a LAN cable and openserve gust acoount , line test ok and synchs at full speed. Johan/*0828702004 is not available to test
    01:25 PM
    So it seems we would need to test this further with a ethernet cable
    01:26 PM
    I will advise that they need to make further contact with you to test
    01:26 PM
    Please
    01:26 PM
    Can you open a ticket for that on my dashboard?
    01:27 PM
    It's now nearly 20 minutes to get this and here you are gone again
    01:29 PM
    ?
    01:30 PM
    ?
    01:30 PM
    ?
    01:30 PM
    ?
    01:30 PM
    ?
    01:30 PM
    ?
    01:30 PM
    ?
    01:30 PM
    Are you not assisting me any longer?
    01:32 PM
    I am going to copy past this and share it with the world
    01:32 PM
    Useless. If I have a problem I expect webafrica to assit me. But nothing. It takes ages .
    01:33 PM
    Not good.
    01:36 PM
    I just got off the line with the Telkom service team
    01:36 PM
    They have advised the escalation is still being tended
    01:36 PM
    They will revert back with feedback as soon as possible
    01:37 PM
    They could not advise me what is the delays on the Fibre order
    01:37 PM
    Please create a ticket for this
    01:37 PM
    Now you are gone again
    01:38 PM
    30 minutes to get this far?
    01:38 PM
    I have seen the delay is from Telkom advising what is causing the issues and resolve this
    01:39 PM
    Please create a ticket for this
    01:39 PM
    Where are you
    01:41 PM
    No. This cannot continue. Webafrica has gone from bad to worse
    01:42 PM
    still missing
    01:44 PM
    Pathetic
    01:46 PM
    I am going to report you and webafrica for really bad service
    01:49 PM
    Thank you for chatting with us. We are always here if you have more questions
    02:01 PM
    You have not resolved my issue or answered my questions.

  6. #6
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    Darshan Marsh phoned me after I posted the above at Facebook. He agreed they are having support issues and have apparently employed 5 more staff members. I appreciate the call.

    The proof is in the the eating.

    Hopefully I don't have to talk to their support within the next two years to find out if it has improved.

  7. #7
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    I'm also having a terrible time with Webafrica. They are completely useless when it comes to customer service. I've never experienced such poor service in my life (worse than the old home affairs or telkom!).

  8. #8
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    had them the other month debit me for a product which i cancelled a year ago, Their systems seem to be a bit crazy

  9. #9
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    Webafrica has no service...

    We upgraded from a 4MB to 20 MB they billed us for both the 4MB and 20MB on the same month(1 June 2018) now getting letters from them to pay the outstanding amount for both the 4MB and 20MB. Issue still not resolved after we lodged the dispute.

    20MB line upgrade we getting 10MB at most. I also logged a ticket to change our DSL profile to VDSL on 2nd June 2018... still not resolved.

  10. #10
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    My billing dispute was resolved after 3 months. The dispute was a clear and obvious error on WebAfrica's part.

    According to their official billing dispute policy, they are meant to be closed out within a few days.

    It also took me 3 months of many phonecalls, emails, and support tickets (which they deleted without resolving the problem so I had to keep opening new ones).

    I also formally lodged a billing dispute exactly according to their policy by formally writing to them and stating the required information.

    THEIR mistake was finally resolved this week.

    I wouldn't recommend anyone to go with WebAfrica.

    I will also be cancelling after my claw back period expires and moving to a different ISP.

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