A fairly unhappy customer

I wrote this as a Google Review a week ago before adding it here to Hello Peter

'At times I could give WebAfrica a 5, but at present, I can only give 3 stars.

I have a 200Mbps unlimited, unshaped and uncapped line that gives me the required readings when I do a speedtest, but the line seems to slow down regularly, I often get a 'loading' sign when watching Netflix.

Whenever I contact support, I am told that they need to do a port recreate, which temporarily solves the issue but within a few days, I have similar problems. WebAfrica have changed the Router, I have ended up paying for a much better faster router, but alas we come back to the same problem. It often gets escalated to 'The Critical Care Team', we change modem settings but long term there does not seem to be a solution.

To save time, should I just begin each communication with, please can you do a port recreate?

With regards to the WhatsApp help, I find the bot Willie to be infuriating, it would be great to have an option to Contact an agent and immediately be able to communicate with one rather than type in several options.

It then takes some time to wait for an agent and then when communicating with an agent, sometimes several minutes go by with no feedback, some of us do not have that amount of time to wait. If we are dealing with an agent, that agent should be immediately available and only communicate with me. Here is an example of time frames to deal with problems

24/01/22 12:46pm - 2:13pm (after being cut off several times) 03/02/22 10:35am - 11:02am 15/03/22 12:03pm - 2:32pm 23/03/22 12:19pm - 1:01pm

When you get through to an agent you are then asked for your email or account number, can they not use the number you are contacting them on to verify your account? Surely it is set up in your profile and they can see the history of what has transpired in the past so you don't have to explain everything again?

I do hope that one day after all of these years and all of the agents, managers and technicians I have spoken to, my problem of just wanting continued trouble-free connectivity can be resolved. As I write this my last report has again been escalated to The Critical Care team.'

UPDATED: I have changed the rating to a one, down from the three I had posted on the other platform. The reason being, after several years of not sorting the problem out and being told someone from the Critical Care Team would get back to be within 48hrs on the 29/03/22, my fibre line has again reverted to being slow, dropping and just being strange and I am still waiting for the Critical Care Team to contact me after a week. I have exhausted ways of trying to resolve this, perhaps this complaint may escalate the problem and it can finally be resolved, even if the solution is to recreate the port on a weekly basis, then at least I know what to do, but then that process needs to take less than half an hour to complete...