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AO
Albert O

1 reviews | Active since Feb 2011

12 Feb 2026, 09:37

4 Technician visits later and 1000Mbps line is still broken & throttled

I am at my wits' end. Since September 2023, I’ve paid R1,350/pm for 1000Mbps and only received ~170Mbps.

Vumatel and RSAWEB technicians have been to my house 4 times in the last Two months. They have replaced the router and the ONT, yet the speed never improves. This proves the fault is not with my equipment, but with the service being supp**** to me.

Despite this ongoing technical failure and my open ticket from February 2nd, my line was throttled to 0.88 Mbps yesterday because of "Non-Payment"

I need immediate action: Restore my speed so I can at least use the internet I am paying for. Escalate Ticket: #*** to a senior engineer who can fix the configuration on the backend—onsite visits aren't working and currently non-existent.

Address the 17-month billing dispute for the service gap. I have been patient for over a year. Please sort this out today. Account Number: ALB062

0
Replies (14)
AO
Albert O's update12 Feb 2026, 10:49
Reviewer Update
Follow-up [12/02/2026 - 10:45 AM]: I just attempted to resolve this via the official RSAWEB WhatsApp support line. Despite providing my ticket number (***) and referencing my 17-month dispute, the agent refused to assist until the "outstanding balance" is settled.
RSAWEB is effectively holding my connection hostage (throttled to 0.88 Mbps) to force payment for a 1000Mbps service they haven't delivered since September 2023. I have pointed out that this is a breach of the ICASA End-User and Subscriber Service Charter, but I was simply told they would "request a callback."
I am still waiting. I am still throttled. The circle continues.
RSAWEB
RSAWEB's reply12 Feb 2026, 11:26
Official
Hi there. Thank you for your feedback. We’re truly sorry to hear that the experience didn’t meet expectations. This is not the level of service we aim to provide. We are looking into resolving and improving the overall customer service experience. This matter has been forwarded to the relevant team to assist with your query #***.
AO
Albert O's update12 Feb 2026, 11:42
Reviewer Update
Follow-up [12/02/2026 - 11:45 AM]: Update: I have just been contacted by RSAWEB. They have committed to:
  1. Immediately restoring my line connection and lifting the suspension.
  2. Expediting the technical fix to ensure I finally receive the 1000/250 Mbps speeds I am paying for.
  3. Expediting the credit query regarding the long-term overpayment since September 2023.
I appreciate the quick turnaround after this post. However, I will keep this review open and pending until the line is actually running at its intended speed and the financial credit has been finalized.
Thank you for finally taking this seriously.
RSAWEB
RSAWEB's reply12 Feb 2026, 13:17
Official
Hi there. Thank you for the feedback on the query. We are looking at resolving and improving the overall customer service experience. Kindly reach out to us should you require assistance with your service.
AO
Albert O's update12 Feb 2026, 13:22
Reviewer Update
Speed test was done on my side, only 200 mb Down and 220mb up. My contract is for 1000/250.
RSAWEB
RSAWEB's reply12 Feb 2026, 14:45
Official
Hi there. Your fibre line speed profile is showing the correct speeds on our side. Kindly restart your ONT and router, then test your fibre line. You can connect with us via WhatsApp chat should you still require assistance.
AO
Albert O's update13 Feb 2026, 08:43
Reviewer Update
Update [13/02/2026]: RSAWEB is now claiming the speed profile is "correct" on their side and asking me to restart my router. I have done so, and the speed is still only 230/196 Mbps—nowhere near the 1000/250 Mbps I pay for.
Let’s look at the facts:
  1. If the profile is "correct," why have 4 previous technicians confirmed there is a fault?
  2. Why did you issue Ticket# *** on Feb 2nd to send another technician if there is "no issue"?
  3. You promised to "expedite" a technician yesterday, yet no one has arrived or called to schedule.
Stop giving me generic "restart your router" advice. Your own technicians have confirmed the speed is missing. Send the senior technician as promised on the 2nd of February and fix the backend routing that is clearly capping my line.
I am still waiting for the 1000Mbps I have paid for since September 2023.
AO
Albert O's update16 Feb 2026, 15:06
Reviewer Update
Follow-up [16/02/2026] – Still no technician, still 20% of the speed.
It has been 3 days since RSAWEB promised to "expedite" a technician and resolve my billing credit. To date:
1. Zero Contact: No technician has called or arrived, despite Ticket# *** being open since Feb 2nd.
2. Broken Speeds: I am still capped at ~200Mbps on a 1000Mbps line.
3. No Credit: There has been no further word on the R13,000+ overpayment credit.
It is clear that the "help" promised on this platform was just a tactic to quiet the complaint. Your own onsite technicians have visited 4 times and confirmed the fault is not on my side. Telling me the profile "looks correct on your side" while I get 20% of my speed is an insult to my intelligence.
RSAWEB
RSAWEB's reply16 Feb 2026, 17:39
Official
Hi there , thank you for your response. We can see there is currently a open ticket with our team regarding this matter for you. We will send this for further investigation to our escalations team. We do apologize for the inconvenience, kindly await feedback regarding this.
AO
Albert O's update17 Feb 2026, 11:59
Reviewer Update
Update [17/02/2026]: Still no technician and more stalling tactics.
RSAWEB’s latest response to me:
"Kindly note that further troubleshooting to try and resolve your issue would need to be done... Kindly advise if you are still experiencing an issue with the connection? We now await your response."
My response to RSAWEB: I have just tested again: 224 Mbps Down / 189 Mbps Up. Yes, the issue is still there. My contract is for 1000/250 Mbps.
What happened to Ticket# ***? On February 2nd, you promised to send a technician. On February 12th, you promised to "expedite" that technician. No one has arrived. Instead of sending the help you promised, you have now issued a new ticket number.
Issuing new tickets to replace old, unresolved ones is a stalling tactic. I have had 4 technicians here previously who confirmed the fault is on your network.
Stop "awaiting my response" and send the senior technician you promised 15 days ago. If this is not resolved by the end of business today, I am taking this evidence straight to ISPA.
RSAWEB
RSAWEB's reply17 Feb 2026, 14:31
Official
Hi there, we can see that there's an update on an open ticket from an onsite technician advising they will follow up with you on Monday.
AO
Albert O's update17 Feb 2026, 14:45
Reviewer Update
Update: RSAWEB has finally contacted me to schedule a technician. However, despite the "expedited" promise, the earliest they can come is next Monday, 23 February.
I have agreed to this appointment, but my stance remains unchanged:
  • The Line: I am still receiving only 224 Mbps on a 1000 Mbps contract.
  • The Credit: I am still waiting for the formalization of the R13,000+ credit for the 17 months of under-servicing.
I am giving RSAWEB this final window to resolve both the technical and financial aspects of this dispute.
AO
Albert O's update24 Feb 2026, 11:42
Reviewer Update
Update [24/02/2026]: Technician Visit
The technician has been to my premises to test the line and is now compiling a report for the back-end team.
Since the visit, I am seeing a slight increase, but I am currently getting 340 Mbps Down / 230 Mbps Up.

I am awaiting the final outcome of the technician’s report.
AO
Albert O's update26 Feb 2026, 09:35
Reviewer Update
Update [26/02/2026]: Admission of Guilt & The "Ghost" Service
RSAWEB finally sent an email on 16 February stating: "We can see the profile has been configured to the original speed package." This is a massive admission of guilt. It proves that for the last 17 months, my account was not configured for the 1000Mbps I was paying for. Even after they "configured" it on the 16th, the speed only actually returned once Vumatel fixed the external infrastructure.
The situation now:
  • The Admission: RSAWEB admits they only correctly configured my profile last week.
  • The Bill: Despite this 17-month failure, they are demanding R4,000+ and ignoring my R13,000+ credit claim.
  • The Cover-up: They have closed the ticket and are refusing to provide the previous 4 technician reports which prove the fault was never on my side.
I will not be paying a cent of that R4,000. In fact, RSAWEB still owes me for nearly a year and a half of "Ghost Service." If this isn't resolved by the end of the week, this entire paper trail goes to ISPA.