1 reviews | Active since Mar 2017
Zero Consideration for Loyal Customers
Unfortunately, I have to be reviewing my 5 bumpy years of service with Web Squad and searching for a new FTTH ISP.
Due to a recent increase in monthly costs, that I did not receive a email for, I am stuck being both unemployed and out of budget. Checking the price of the line via Vumatel on the 1st and 2nd of August revealed no increase, only after I informed Carl Fayolle, was the pricing "updated accordingly". I had budgeted for WebSquad's R929 per a month until the year 2024. Although the current pricing is anything from R250 more than the competition, I was happy with the overall line and convenience provided. Even though I had to pay the installation fee out of pocket due to a miscommunication, the installation resulted in wall damages and the initial fibre box being buried ( to this day ) in an unknown spot. I made contact via email and spoke to Carl Fayolle regarding assistance and/or a way to maintain the current cost for 5 months longer. Unfortunately he suggested a downgrade to half the speed at R180 less, which does not help or justify staying with Web Squad, especially with competition offering the same for less and often with free VOIP services. Web Squad 50mb Up/Down for R789, when other ISP offer 50mb Up/Down at an average of R649. Doing a little Googling also reveals a November 2022 Black Friday offer for almost half the price ( R699 for 100mb up/down ),3 months free and "month to month valid for life". Absolutely no empathy or alternative solution has been offered. A free for 6 months VOIP solution was offered ( which is R59/month, R19 more than the increase ), but only over and above the R969 /month now required. This I cannot understand, as my request to maintain the price saves them R19 per month. It has even reached the point where they provide no communication and my connection that states "Active" on the portal is offline in reality. I have received no response and requested a call to finalize this matter and make payment. Carl Fayolle even referred to my statement of finalizing the matter before making payment as a "threat". For someone that has not missed a payment or withheld a payment for the last 5 years, even with line speed changes and billing mistakes, such a comment/joke is in bad taste.
If I receive a phone call and restoration of my connectivity, I WILL IMMEDIATELY MAKE PAYMENT and CHANGE MY RATING.
Until then, let this review serve as an example and warning for anyone else considering WebSquad.
Unfortunately, there are several technical questions that she could not answer and has promised to provide solutions and answers by tomorrow morning.
I have also paid the increased amount for the account and provided POP accordingly.
Had contact been made via telephone or repeated delays by Carl Fayolle not been the case, payment would have been made much sooner.
If all goes well, I will update accordingly.
Unfortunately, there are several technical questions that she could not answer and has promised to provide solutions and answers by tomorrow morning.
I have also paid the increased amount for the account and provided POP accordingly.
Had contact been made via telephone or repeated delays by Carl Fayolle not been the case, payment would have been made much sooner.
If all goes well, I will update accordingly.
I have paid for the month, but details on VOIP services and setup still need to be answered.
I have paid for the month, but details on VOIP services and setup still need to be answered.
Your service was suspended for non-payment (you were provided 7 days to effect payment, which is more than gracious). This is a 1 star review for a discount or freebie on your service (effectively you are trying to ****** more value out of your subscription) - - I quote: "If I receive a phone call and restoration of my connectivity, I WILL IMMEDIATELY MAKE PAYMENT and CHANGE MY RATING"; your service was restored on the same day after a phone call from our team, yet your demands keep changing.
A notice was sent out to all clients on the 15th June 2023, a full month and a half before the increase. This increase was well below CPI and a result of increased line rentals. You say you didn't receive this, yet you clearly receive every other communication from our CRM including ticket responses and invoices. In addition, you frequently log into your my web squad portal, and can see that the email was sent by visiting your email history page.
You proceeded to send our support desk a mail, demanding a discount. Unfortunately this is not how businesses operate. While we appreciate your long time support, our communication to you was clear that the line rental costs on your service increased and this could not be absorbed. At no time have we forced you to remain with us. If you wish to move elsewhere for a cheaper service, this is your option as a consumer.
In fact, we offered you a discount on a secondary service as a sign of goodwill - a VoIP line at a substantial discount. This line was delivered and our team has gone above and beyond to get this to work on an unsupported 3rd party system. We provide a SIP trunk, which has been done - it is up to you to get this to work on unsupported systems. If our team chooses to assist, that is a favour. Our platform is tested and works on all standard VoIP devices and systems. Our initial suggestion to you was to use a SIP capable app (unfortunately the recommended one has been pulled from the app stores, by no fault of our own), or more specifically, a VoIP desk phone. Your decision to use a platform like 3CX means that you will need to support that service.
Thanks
Your service was suspended for non-payment (you were provided 7 days to effect payment, which is more than gracious). This is a 1 star review for a discount or freebie on your service (effectively you are trying to ****** more value out of your subscription) - - I quote: "If I receive a phone call and restoration of my connectivity, I WILL IMMEDIATELY MAKE PAYMENT and CHANGE MY RATING"; your service was restored on the same day after a phone call from our team, yet your demands keep changing.
A notice was sent out to all clients on the 15th June 2023, a full month and a half before the increase. This increase was well below CPI and a result of increased line rentals. You say you didn't receive this, yet you clearly receive every other communication from our CRM including ticket responses and invoices. In addition, you frequently log into your my web squad portal, and can see that the email was sent by visiting your email history page.
You proceeded to send our support desk a mail, demanding a discount. Unfortunately this is not how businesses operate. While we appreciate your long time support, our communication to you was clear that the line rental costs on your service increased and this could not be absorbed. At no time have we forced you to remain with us. If you wish to move elsewhere for a cheaper service, this is your option as a consumer.
In fact, we offered you a discount on a secondary service as a sign of goodwill - a VoIP line at a substantial discount. This line was delivered and our team has gone above and beyond to get this to work on an unsupported 3rd party system. We provide a SIP trunk, which has been done - it is up to you to get this to work on unsupported systems. If our team chooses to assist, that is a favour. Our platform is tested and works on all standard VoIP devices and systems. Our initial suggestion to you was to use a SIP capable app (unfortunately the recommended one has been pulled from the app stores, by no fault of our own), or more specifically, a VoIP desk phone. Your decision to use a platform like 3CX means that you will need to support that service.
Thanks
In fact, it took 3 weeks to have a call to rectify further issues and the initial questions regarding the VOIP services. The only way that I received a phone call ( requested numerous times ) was to submit this review on Hello Peter. I made payment once the phone call was received, yet nothing had changed, so my rating remained the same. The way that you have stated events is "interesting". If you read my initial review, you would see what the complaint is and why. I stated what had occurred, as it had occurred. Adding replies with updates as events unfolded. At no point was there any misinformation or lie on my part.
You have good staff, but some are without empathy or understanding of how to speak to people, never mind clients and how to make a simple phone call. I hope that your "delightful" reply serves as a warning to future customers.
In fact, it took 3 weeks to have a call to rectify further issues and the initial questions regarding the VOIP services. The only way that I received a phone call ( requested numerous times ) was to submit this review on Hello Peter. I made payment once the phone call was received, yet nothing had changed, so my rating remained the same. The way that you have stated events is "interesting". If you read my initial review, you would see what the complaint is and why. I stated what had occurred, as it had occurred. Adding replies with updates as events unfolded. At no point was there any misinformation or lie on my part.
You have good staff, but some are without empathy or understanding of how to speak to people, never mind clients and how to make a simple phone call. I hope that your "delightful" reply serves as a warning to future customers.
If I could, I would have changed my rating to a 3 due to the outstanding assistance that I have received from the Support Staff ( Chanelle, Nadine and Brody Vernon ) after the fact.
HOWEVER, after returning to the review to try and change it and noting the reply, I would however change my rating to a 2.
If I could, I would have changed my rating to a 3 due to the outstanding assistance that I have received from the Support Staff ( Chanelle, Nadine and Brody Vernon ) after the fact.
HOWEVER, after returning to the review to try and change it and noting the reply, I would however change my rating to a 2.