RSAWEB THE MOST PATHETIC SERVICE

The worst possible service from an ISP and network provider. It has now been almost two months since we first started contacting RSAWEB and VUMATEL about the problem we have been experiencing with their fibre internet. The consequences of this could very possibly cost us our jobs, because our work contracts require us to have a stable internet connection and a reliable power supply.

After many telephone calls, we have repeatedly been asked to connect, disconnect, reconfigure, reset to factory settings, download software, run tests, and send test results. It has become a complete joke. The tests produce a .txt file, yet the staff at RSAWEB insist that we are not following instructions and that we are not sending them a text file. The files we send are .txt, which are standard text files. This clearly shows that the staff cannot even recognise a basic text file, while arguing that it is not a text file and accusing us of not following instructions. This is nothing short of total abuse.

RSAWEB then sends VUMATEL to our premises. VUMATEL arrives and tells us the issue is RSAWEB’s responsibility. We contact RSAWEB again and after tremendous loss and frustration RSAWEB finally admits, after almost two months, that the problem does exist. They confirm that other clients are experiencing the same issue. They say the cause is something to do with VUMATEL’s nodes and that more than one client is incorrectly connected to the same node.

Two months have passed and there is still no fix.

The internet disconnects every hour, and sometimes three to four times within a single hour. Each time it drops, it takes about five minutes to reconnect.

Here are just some of the serious losses this has caused.

Because RSAWEB continually insisted that nothing was wrong on their side or on VUMATEL’s side, we suspected the problem might be related to a split second power dip from our solar system. As a result, the solar company sent two specialists and a third is already scheduled to come out. They even shipped a replacement inverter from Johannesburg and installed it. They have checked and rechecked the system in detail. We have spent countless hours and a lot of airtime on phone calls to the solar company, RSAWEB and VUMATEL, only to eventually be told that the problem is with VUMATEL’s nodes and that multiple clients are affected. Yet the problem still continues and nobody has fixed it.

This is what RSAWEB falsely advertises as the best ISP in South Africa.

I have had internet in South Africa since the early days, starting from dial up to WorldOnline satellite services to ADSL to fibre. I can confirm that none of the services I have used since 1996 have been as bad as RSAWEB.

Despite knowing that the technical problem is clearly on their side, they have led the client around in circles, wasting time and stalling with pointless tests and configurations, while the client’s livelihood is at risk. During all the time we have used your service, knowing full well that the problem lies with you and with VUMATEL, you have made us do tests and configurations that have disrupted our daily lives and wasted our time and money.

What exactly are your intentions? Do you think all your clients are stupid?

We have given you more than enough time, almost two months, so we are now taking this issue public because of your pathetic service. Your senior management needs to step in immediately, resolve this situation without delay, and compensate the client for the losses incurred.

You also need to employ people who at least know what a text file is. Because if they cannot recognise something as simple as that, how can they possibly resolve a more complex problem?