Activation of internet line.. Takes forever.

Good day

I have used all the resources at my disposal. Trying for my line to be activate... It seems like an impossible mission. Waiting almost for three weeks now. Please se the following conversations with various of your agents:

[2020/12/31, 12:16] Kobus: Want to set up my rooter, moved to new property. [2020/12/31, 12:21] Webafrica Weba: *Ricardo Tango*: Thank you for letting me know [2020/12/31, 12:31] Kobus: ? [2020/12/31, 12:35] Webafrica Weba: *Ricardo Tango*: please advise if you have access to the router settings [2020/12/31, 12:44] Kobus: No [2020/12/31, 12:56] Webafrica Weba: *Ricardo Tango*: what is your cell number, i will call you [2020/12/31, 13:15] Kobus: *** [2020/12/31, 13:16] Webafrica Weba: *Ricardo Tango*: will call in 30 mins [2020/12/31, 14:00] Webafrica Weba: Hi Kobus Pelser, it seems there has been no communication between yourself and our live chat agent for quite some time. This chat session has now expired, if you'd still like to speak to an agent again, please start a new live chat session. [2020/12/31, 14:00] Webafrica Weba: *Edwill* has ended this Live Chat session. Your reference for this session is #546643. Press *0* for main menu. [2020/12/31, 14:15] Webafrica Weba: Hi Kobus Pelser, it seems there has been no communication between yourself and our live chat agent for quite some time. This chat session has now expired, if you'd still like to speak to an agent again, please start a new live chat session. [2020/12/31, 14:15] Webafrica Weba: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press *1* to reopen chat, Press *2* to rate your experience with *Ricardo* or press *0* to return to the main menu. [01/02, 11:50] Webafrica Weba: *Dino Fernandez*: Hi there, my name is Dino Fernandez, how can I assist you today? [01/02, 11:51] Kobus: Want to set up my rooter, moved to new property. [01/02, 11:52] Webafrica Weba: *Dino Fernandez*: upon checking your service is not yet active - you will need to speak to our provisioning department they will only be open on Monday morning [01/02, 11:52] Kobus: Thanks [01/02, 11:54] Webafrica Weba: *Dino Fernandez*: My pleasure is there anything else I can assist you with today? [01/02, 11:58] Webafrica Weba: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press *1* to reopen chat, Press *2* to rate your experience with *Dino* or press *0* to return to the main menu. [01/04, 09:39] Webafrica Weba: *Daniel Davids*: Hi there, my name is Daniel Davids, how can I assist you today? [01/04, 09:40] Kobus: Awaiting for connection of line. [01/04, 09:41] Webafrica Weba: *Daniel Davids*: PLease provide me with your cellphone number or customer code to upload the account? [01/04, 09:42] Kobus: *** [01/04, 09:47] Webafrica Weba: *Daniel Davids*: Thank you i will have a look at the account and advise you [01/04, 09:48] Webafrica Weba: *Daniel Davids*: I see you have placed the order on the 29.12.2020 [01/04, 09:48] Webafrica Weba: *Daniel Davids*: The order will be scheduled for activation once the office reopens [01/04, 09:49] Webafrica Weba: *Daniel Davids*: Frogfoot will return on the 11.01.2021 [01/04, 09:50] Kobus: Yes, we moved to new house, line is installed. Box is in house, Just needs to be activate?? [01/04, 09:51] Webafrica Weba: *Daniel Davids*: they will complete the order once they return to office [01/04, 09:54] Kobus: So there is no one? I need to work... I work from home. [01/04, 09:56] Webafrica Weba: *Daniel Davids*: i can submit the request to have the line activated to Frogfoot but i am not sure if they will respond to it as this is there freeze period and they will complete all orders created in this time when they return [01/04, 09:57] Kobus: Please....thanks.. [01/04, 10:00] Webafrica Weba: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press *1* to reopen chat, Press *2* to rate your experience with *Daniel* or press *0* to return to the main menu. [01/05, 11:45] Webafrica Weba: *Rabia*: Hi there, my name is Rabia, how can I assist you today? [01/05, 11:46] Webafrica Weba: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying... [01/05, 12:03] Kobus: Please provide me with my FRG order number for Frogfoot [01/05, 12:03] Webafrica Weba: *Rabia*: Thank you for contacting Webafrica, please give us one moment so we can pull up your profile to investigate your query. [01/05, 12:04] Webafrica Weba: *Rabia*: Your order number is FRG***-CPT-B1 [01/05, 12:04] Kobus: Thanks [01/05, 12:05] Webafrica Weba: *Rabia*: You welcome, is there anything else I can assist you with? [01/11, 09:21] Webafrica Weba: *Courtney*: Hi there, my name is Courtney, how can I assist you today? [01/11, 09:22] Webafrica Weba: *Courtney*: Thank you, for establishing a live chat session we acknowledge you. Please be patient as an influx of live chats, but stay online and we will attend to you. [01/11, 09:28] Kobus: Good Day, I need to be connected today, I work from home and cant do anything. [01/11, 09:45] Webafrica Weba: *Courtney*: Good Morning and thanks for reaching out [01/11, 09:45] Webafrica Weba: *Courtney*: Kindly confirm if you have an existing installation? [01/11, 09:45] Kobus: Yes [01/11, 09:53] Webafrica Weba: *Courtney*: Can you please send us the CXNK/FSAN number, also a picture of the install and which lights in on, we will then send it off for activation which can take up to 48 hours (Business days) as we need to make contact with the fibre provider to make sure that the config is done on the back end [01/11, 10:10] Webafrica Weba: *Courtney*: Thank you so much, I have sent this off to the brand owner now. Please leave your device switched on, the provider will be in touch :) [01/11, 10:10] Webafrica Weba: *Courtney*: Your ref is *** [01/11, 10:15] Webafrica Weba: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press *1* to reopen chat, Press *2* to rate your experience with *Courtney* or press *0* to return to the main menu. [01/12, 08:59] Webafrica Weba: *Ricardo*: Hi there, my name is Ricardo, how can I assist you today? [01/12, 09:05] Webafrica Weba: *Ricardo*: Thank you for letting me know [01/12, 09:10] Webafrica Weba: *Ricardo*: checking now [01/12, 09:10] Webafrica Weba: *Ricardo*: I have escalated your query now with our fibre team,Its currently on a high priority to be assigned for a technician to resolve for you asap. [01/12, 09:41] Kobus: Thanks [01/12, 09:49] Webafrica Weba: *Ricardo*: Thank you for your time and your patience, it is my pleasure to serve you. [01/12, 10:34] Webafrica Weba: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press *1* to reopen chat, Press *2* to rate your experience with *Ricardo* or press *0* to return to the main menu. [01/13, 12:14] Kobus: Good Day

Could you please assist in connecting our Fibre line. I need to do work from home and urgently need to be connected. My order number is: FRG***-CPT-B1. Address: 15 Redtail crescent Sunningdale Cape Town. I know it takes 2 to 4 weesk after order has been placed, it has been two weeks now.... please, I work for the Western Cape Education Department and I need connection to get new learners placed in different schools in the province... On monday they promised me it will only take 48 hours.. It is very urget.... PLEASE [01/13, 12:18] Webafrica Weba: *Kevin*: Thank you for contacting Webafrica, Please give me one moment so that I may pull up your profile to investigate your query. [01/13, 12:20] Webafrica Weba: *Kevin*: Hey Kobus, this has been escalated to Frogfoot for activation, however, we have to wait for them to complete the order on their end before we can activate the service on our end. [01/13, 12:23] Kobus: How long will this take? Is there no way to speed it up at Frogfoot? [01/13, 12:26] Webafrica Weba: *Kevin*: This has been escalated from our end. Frogfoot has a backlog of activations that they need to get through, but we are actively pressuring them to get our clients activations done i can assure you. [01/13, 12:35] Kobus: Thanks, it is really dissapointing that Frogfoot takes so long, no installation need to be done only an activation. It is surely not that time consuming. [01/13, 12:39] Webafrica Weba: *Sisanda*: Hi there, my name is Sisanda, how can I assist you today? [01/13, 12:40] Kobus: Good Day

Could you please assist in connecting our Fibre line. I need to do work from home and urgently need to be connected. My order number is: FRG***-CPT-B1. Address: 15 Redtail crescent Sunningdale Cape Town. I know it takes 2 to 4 weesk after order has been placed, it has been two weeks now.... please, I work for the Western Cape Education Department and I need connection to get new learners placed in different schools in the province... On monday they promised me it will only take 48 hours.. It is very urget.... PLEASE [01/13, 12:41] Webafrica Weba: *Sisanda*: Thank you, I will unfortunately not be able to assist you with that query. I am transferring your query through to our provisioning department for further assistance. [01/13, 12:41] Webafrica Weba: *Kevin*: Our managers will be having a meeting with them for this exact reason, they are a bit delayed with activations and installations at the start of this year. We will keep pushing them from our end. Please ensure the device stays powered on. [01/13, 12:41] Webafrica Weba: Let me try to *reconnect* you to the Live Chat agent you were chatting to, please hold a moment... [01/13, 12:51] Webafrica Weba: Live Chat session ended. Your reference for this session is #585485. Press *0* for main menu. [01/14, 10:01] Kobus: Good Day

Could you please assist in connecting our Fibre line. I need to do work from home and urgently need to be connected. My order number is: FRG***-CPT-B1. Address: 15 Redtail crescent Sunningdale Cape Town. I know it takes 2 to 4 weesk after order has been placed, it has been two weeks now.... please, I work for the Western Cape Education Department and I need connection to get new learners placed in different schools in the province... On monday they promised me it will only take 48 hours.. It is very urget.... PLEASE [01/14, 10:22] Webafrica Weba: *Rabia*: Thank you for contacting Webafrica, please give us one moment so we can pull up your profile to investigate your query. [01/14, 10:25] Webafrica Weba: *Rabia*: We Frogfoot has advised that there is already an existing order with another ISP did you perhaps apply elsewhere as well? they are now requesting further information like proof of address or a lease agreement before activating [01/14, 11:02] Webafrica Weba: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press *1* to reopen chat, Press *2* to rate your experience with *Rabia* or press *0* to return to the main menu. [01/14, 11:17] Kobus: No, I did not apply at another ISP... it was Just a change of house. [01/14, 12:33] Kobus: Good Day

Could you please assist in connecting our Fibre line. I need to do work from home and urgently need to be connected. My order number is: FRG***-CPT-B1. Address: 15 Redtail crescent Sunningdale Cape Town. It has been two weeks now.... please, I work for the Western Cape Education Department and I need connection to get new learners placed in different schools in the province... On monday they promised me it will only take 48 hours.. It is very urget.... PLEASE I did not apply at another ISP only at WEBAFRICA... Its been two weeks now... what do I still need to do??? Attached my rental agreement for proof of address. [01/14, 12:42] Webafrica Weba: *Daniel Davids*: Please provide me with your cellphone number or customer code to upload the account? [01/14, 12:42] Kobus: *** [01/14, 12:43] Kobus: *** [01/14, 12:43] Webafrica Weba: *Daniel Davids*: I am unable to locate the account with the cellphone number provided perhaps a ID number? [01/14, 12:43] Webafrica Weba: *Daniel Davids*: its ok the 2nd number worked [01/14, 12:43] Kobus: Sorry, *** [01/14, 12:44] Webafrica Weba: *Daniel Davids*: May you also provide me with the pictures of the hardware [01/14, 12:49] Webafrica Weba: *Daniel Davids*: ***- reference to the ticket i logged with Frogfoot to activate the line urgently [01/14, 12:50] Webafrica Weba: *Daniel Davids*: Frogfoot will continue to configure the line and once complete the line will activate and you will receive a confirmation email [01/14, 12:50] Webafrica Weba: *Daniel Davids*: anything else i can assist you with? [01/14, 12:52] Kobus: Will that happen today? We had the same answer as from Monday. [01/14, 12:53] Webafrica Weba: *Daniel Davids*: today Frogfoot will use the pictures to provision the order and the re-connection of the line and once complete you will be active. All you need to do is keep the hardware powered on [01/14, 12:54] Kobus: Ok thanks [01/14, 12:55] Webafrica Weba: *Daniel Davids*: anything else i can assist you with? [01/14, 12:56] Webafrica Weba: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press *1* to reopen chat, Press *2* to rate your experience with *Daniel* or press *0* to return to the main menu. [01/14, 20:19] Webafrica Weba: *Yolanda Mseleni*: Hi there, my name is Yolanda Mseleni, how can I assist you today? [01/14, 20:23] Kobus: Good evening Still waiting for activation of my line. The following agent promised me it will be today. The reference number is included. I have been trying for two weeks now. Please, this is so frustrating.

*Daniel Davids*: ***- reference to the ticket logged with Frogfoot to activate the line. [01/14, 20:33] Webafrica Weba: *Yolanda Mseleni*: Unfortunately I cant assist with your query , you will kindly need to contact our Provisioning department tomorrow between 8-5PM [01/14, 21:15] Webafrica Weba: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press *1* to reopen chat, Press *2* to rate your experience with *Yolanda* or press *0* to return to the main menu. [01/15, 08:35] Webafrica Weba: *Lorianne*: Hi there, my name is Lorianne, how can I assist you today? [01/15, 08:52] Kobus: Still waiting for activation of my line. The following agent promised me it will be yesterday. The reference number is included. I have been trying for two weeks now. Please, this is so frustrating.

*Daniel Davids*: ***- reference to the ticket logged with Frogfoot to activate the line. [01/15, 09:11] Webafrica Weba: *Lorianne*: The matter has been escalated, however we have not received the feedback from Frogfoot yet as they are working through all backlogged orders and requests due to them being closed December and re-opened Monday. I will ask the brand manager to do a follow up again [01/15, 09:19] Kobus: Everyday it is the same answer. I need to do work from home and urgently need to be connected. My order number is: FRG***-CPT-B1. Address: 15 Redtail crescent Sunningdale Cape Town. It has been two weeks now.... please, I work for the Western Cape Education Department and I need connection to get new learners placed in different schools in the province... On monday they promised me it will only take 48 hours.. It is very urget.... PLEASE [01/15, 10:01] Webafrica Weba: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press *1* to reopen chat, Press *2* to rate your experience with *Lorianne* or press *0* to return to the main menu. [01/16, 11:52] Webafrica Weba: *Daniel Davids*: Hi there, my name is Daniel Davids, how can I assist you today? [01/16, 12:18] Kobus: Good Day

Could you please assist in connecting our Fibre line. I need to do work from home and urgently need to be connected. My order number is: FRG***-CPT-B1. Address: 15 Redtail crescent Sunningdale Cape Town. It has been two weeks now.... please, I work for the Western Cape Education Department and I need connection to get new learners placed in different schools in the province... On monday they promised me it will only take 48 hours.. It is very urget.... PLEASE I did not apply at another ISP only at WEBAFRICA... Its been two weeks now... what do I still need to do??? [01/16, 12:20] Webafrica Weba: *Daniel Davids*: Please provide me with your cellphone number or customer code to upload the account? [01/16, 12:21] Kobus: O*** I spoke to you dring the week as well. See attaché conversations [01/16, 12:22] Kobus: [01/14, 12:49] Webafrica Weba: *Daniel Davids*: ***- reference to the ticket i logged with Frogfoot to activate the line urgently [01/14, 12:50] Webafrica Weba: *Daniel Davids*: Frogfoot will continue to configure the line and once complete the line will activate and you will receive a confirmation email [01/14, 12:53] Webafrica Weba: *Daniel Davids*: today Frogfoot will use the pictures to provision the order and the re-connection of the line and once complete you will be active. All you need to do is keep the hardware powered on [01/16, 12:26] Webafrica Weba: *Daniel Davids*: yes the reconnection is in process i have reiterated the urgency in the matter for you. [01/16, 12:28] Kobus: Please, if it is not connected by Monday I am going to change to another ISP who will be able to resolve the matter rapidly. [01/16, 12:39] Webafrica Weba: *Daniel Davids*: i understand and i have reiterated the urgency for you as they are in the process of activating the line [01/16, 12:40] Webafrica Weba: *Daniel Davids*: anything else i can assist you with? [01/16, 12:41] Kobus: Are Frogfoot working today? [01/16, 12:47] Webafrica Weba: *Daniel Davids*: Im not sure to be honest as at times they do and sometimes they dont [01/16, 12:47] Kobus: Ok thanks [01/16, 12:53] Webafrica Weba: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press *1* to reopen chat, Press *2* to rate your experience with *Daniel* or press *0* to return to the main menu.

PLEASE, PLEASE.... help out!!

Kind regards / Groete / Ngombulelo omkhulu

Kobus