Empty promises and no technical support

Worst service ever! Empty promises!

Our recent experience with RSAWeb has been extremely disappointing, especially considering that this issue originated on their side.

Since Thursday last week, our fibre service was disconnected due to what RSAWeb confirmed was an internal fault on their end — despite our account being fully paid and up to date. We were initially told that the issue would be resolved within 24 to 48 hours. However, as of today (Tuesday), we have been without internet for nearly a full week.

The biggest concern is not just the technical failure, but the lack of effective communication and ownership throughout the process.

While a few agents were polite and professional, there is a clear inconsistency in service delivery. We repeatedly had to follow up ourselves, with little to no proactive communication from RSAWeb. Responses were slow, unclear, and often incomplete. At times, it felt like our case was not being actively managed or prioritised.

To highlight a few interactions:

Tashriq responded but provided generic feedback without addressing key questions regarding who was responsible for reconnection. Nomsa acknowledged the issue but left us waiting with no follow-up before transferring the query. Amy Notnagel committed to a call back after 14:00, which never happened.

We were also referred to MetroFibre with minimal guidance, leaving us to navigate the issue ourselves rather than being supported by our ISP.

Currently, we are still without a working connection, and RSAWeb is unable to provide a clear timeline for resolution. This is unacceptable, especially for a business that relies heavily on stable internet for daily operations.

At the very least, we expected:

Clear and consistent communication Ownership of the issue from start to finish Accurate timelines and follow-through on commitments

Instead, we experienced delays, uncer*****y, and a lack of urgency.

RSAWeb needs to seriously review their support processes, internal communication, and escalation procedures — particularly when the fault lies on their side.

I honestly believe that this matter should’ve been solved on day one…