12 days without internet and no help from Octotel or Webafrica

We’ve been without internet at home since the evening of 21 February 2024 even though my account is paid up to date and even though I already logged a call with *** with Yolanda K at @Webafrica on 22 February 2024 at 8:45.

To date no technician from @Octotel has come out to assist.

I had to spend money buying data as I need internet to work from home, but will Webafrica or Octotel refund me? Probably not. Yet the newly increased debit order of R849 went off right on time on Saturday 2 March.

- 22 February – phoned Octotel to report that the Fibre box is not turning on. Was told to contact Webafrica. Contacted Webafrica on WhatsApp – fault assigned to the Testing Centre. I was told that this could take 24 to 72 hours.

- 1st Escalation: 24 February – Sibongile M at Webafrica told me that a technician has not yet been assigned to my fault, that their Faults Team escalated the ticket to Octotel and requested they dispatch a technician. I was also told that Webafrica hopes the issue would be resolved on Monday 26 February. I also confirmed all my contact details with Sibongile on the 24th.

- 2nd Escalation: 26 February: Morning – chatted with Amanda at Webafrica who told me that the ticket is still with the tech team and that she had sent an escalation. I let her know my availability for the technician to come out and assist.

26 February: Afternoon – chatted with Tebogo S at Webafrica who told me that it’s a concern that I have not had internet for this long. Octotel said they would phone before me directly before the end of the day. Yet, 7 days later, I am still without internet or any assistance from Webafrica or Octotel.

3rd Escalation: Evening – chatted to Nangamso C at Webafrica, who actually made some progress. Octotel had sent a message that the line was still under the previous owner’s name and that it had to be placed into my name before they came out to assist me. (Note: Octotel came out to assist me after a week of no internet in January 2023 without mentioning this problem). Nangamso then put me through to her colleague Enrico B to update my details with Octotel. I sent a recent municipal bill through while chatting to Enrico. Enrico then told me that my matter has been escalated to Octotel’s Brand Owner and that I would hear from them within 24-48 hours. That would have been by Wednesday 28 February, but today on 4 March, I still have not heard back from Octotel.

- 4th and 5th Escalation: 27 February. Decided to phone Octotel directly myself. Call centre agent took my number and said she would phone back, but I got no call-back.

So I contacted Webafrica once again – chatted with Haakeem B who told me that the connection being down has been escalated to Vumatel and that Webafrica’s Faults Management team would notify me directly. Haakeem told me he had logged another escalation for Octotel to give an update and that I would hear back from them by 28 February.

12 Days without internet - still no response from Webafrica or Octotel. I have never experienced service this bad from any other service provider. Will I get a refund for the days I had to buy data and travel to the office in order to work? Is a technician actually coming out to look at the fault or shall I cancel my contract right now?

Octotel, Webafrica, I need you to deliver the service I’m paying for.