Absolutely Disgusting Customer Service

I contacted WebAfrica support recently to address the incredibly slow internet speeds I have been experiencing after 6pm in the evenings. A speed test indicated that i was only getting under 20mbps on a 100mbps line.

Firstly what was incredibly frustrating was that I had to wait until the next morning to report this fault. Since WebAfrica no longer offers support in the evenings. So we are disadvantaged as paying customers because for some reason the ISP does not deem it necessary to offer support at night.

After logging the ticket (initial ticket logged on 09/05/2019 21:06), I was instructed by Wongalethu to perform a trace route and speed to test to pin point the cause of the fault. After which there was at least a 24hrs wait for feedback. After this period elapsed I was again asked to perform another test which directly connected to the OCP unit (10/05/2019 15:32). Why was I not just instructed to perform both tests at the same time. This would have saved me so much time and effort. But WebAfrica does not care about the customer. They just care about the bottom line.

I recieved response from Wongalethu Vakala later, stating that "This proves the issue on the Octotel line or their network gets congested in the evenings. I have reported this to them to investigate". This was at 13/05/2019 08:59 and I had recieved no further correspondance from him or anybody else since.

When I logged onto the WebAfrica dashboard this morning (2019-05-16), I discovered that the support ticket had been closed. This was weird since I had received no feedback of any sort about the resolution and I am still experiencing very slow internet speeds.

I again had to call into the support call center and wait for what felt like hours. Listening to the same ****py did you know facts. Only to be told by Salathiwe that the ticket had been resolved. And the issue was solved. Only the issue was not solved. I (the paying customer) still was not able to make use of the service I was paying for due to the slow internet speeds.

Now the support ticket has been reopened and I (the paying customer) am once again expected to run diagnostic tests to locate the fault. Once again performing the tasks I has assumed I was paying WebAfrica my ISP to assist with.

I signed up with WebAfrica instead of with Octotel directly under the assumption that they would provide me with more personalized customer service. I was so wrong! Instead they shorten their support office hours so that they don't have to listen to our (the paying customers issues), make us jump through hoops when trying to diagnose the cause of the fault. Provide me with no feedback on the status of the ticket. And then just end up closing support tickets without finding out from the paying customer if the issue has been resolved.

I am waiting with baited breath to move onto greener pastures. I heard of so many other companies that are going the extra mile for their customers. Eager to sign up with them.