Been charged for Fibre for two months without service delivery.

My Chat history with WebAfrica Agents (I called in as well 2 times to WebAfrica and 1 time to Vumatel)

[09:00, 03/10/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I have a connection/speed issue and need assistance.
[09:00, 03/10/2020] Taahira Smith: 1
[09:00, 03/10/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (***)
2. Telkom LTE (***7***)
3. Openserve DSL DSL (***)
[09:00, 03/10/2020] Taahira Smith: 1
[09:01, 03/10/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I changed to Fibre or LTE and now need help with my bill
2. I have been billed incorrectly
3. I moved home and need help with my bill
4. I need information regarding my cancellation
5. I need information regarding my credit or refund
6. My account has been suspended
7. My payment has failed
8. Other
[09:01, 03/10/2020] Taahira Smith: 7
[09:01, 03/10/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[09:31, 03/10/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[09:45, 03/10/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[10:00, 03/10/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[10:15, 03/10/2020] Webafrica: Sorry to have kept you waiting for so long, unfortunately it seems that all our agents are currently busy or unavailable.

A call back request has been sent to our agents and they will contact you (on Whatsapp) as soon as they are available. Please note our Whatsapp times are between 7am - 9pm, Monday to Friday and 8am - 6pm on Weekends.

In the meantime, perhaps I can help you with your query? Type 0 to see the main menu or just ask me your question and I'll see if I can search for the answer.
[07:01, 04/10/2020] Webafrica: I'm so sorry we've not yet managed to get back to you. I will continue to bug our agents until one of them is available to get in touch with you.

Whatsapp imposes a 24h session limit if there are no responses from your side though, so in order to keep this session alive and if you'd still like me to have an agent to contact you, please could you simply type anything you like below.

Otherwise, you can ignore this message and your session (and call back request) will expire at: 2020-10-04 09:01:29
[12:55, 19/10/2020] Taahira Smith: Hi - Please can you assist me?
[12:55, 19/10/2020] Webafrica: Hi Tersha, thank you for making use of our Whatsapp support chat.

Our friendly bot, Willie will try to answer any questions you may have. Please keep your questions as short and concise as possible to get the best results.

You may also use the following menu shortcuts (type the shortcut in bold below).

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
[12:55, 19/10/2020] Webafrica: Great news! According to our systems you are not currently affected by any outages.

If you'd like to receive network outage and maintenance notifications for any of your affected services, simple type subscribe.
[10:44, 26/10/2020] Taahira Smith: .
[10:44, 26/10/2020] Webafrica: Hi Tersha, thank you for making use of our Whatsapp support chat.

Our friendly bot, Willie will try to answer any questions you may have. Please keep your questions as short and concise as possible to get the best results.

You may also use the following menu shortcuts (type the shortcut in bold below).

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
[10:44, 26/10/2020] Webafrica: Great news! According to our systems you are not currently affected by any outages.

If you'd like to receive network outage and maintenance notifications for any of your affected services, simple type subscribe.
[10:44, 26/10/2020] Webafrica: Sorry, I wasn't unable to determine what you would like to do, please choose an appropriate option from the menu below.

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
[10:44, 26/10/2020] Taahira Smith: 4
[10:44, 26/10/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I've received all the components necessary to go online but need help setting them up.
3: I need an update on my order, delivery or installation.
4: I want to order a service.
5: I have a connection/speed issue and need assistance.
[10:45, 26/10/2020] Taahira Smith: 3
[10:45, 26/10/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Telkom LTE (***7***)
3. Openserve DSL DSL (***)
[10:45, 26/10/2020] Taahira Smith: 1
[10:45, 26/10/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I need to reschedule the agreed day or time for my installation
2. Im following up on my order, installation or service activation
3. Im following up on my upgrade or downgrade request
4. Im following up on the delivery of my router
5. Im not happy with the installation at my premises
6. My service was cancelled and Im following up on its reconnection
7. Other
8. The installer failed to pitch up for my installation
[10:45, 26/10/2020] Taahira Smith: 4
[10:45, 26/10/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[10:47, 26/10/2020] Webafrica: Courtney Calvert: Hi there, my name is Courtney Calvert, how can I assist you today?
[10:48, 26/10/2020] Webafrica: Courtney Calvert: 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.
[10:49, 26/10/2020] Taahira Smith: Hello, I have app**** for fiber. I have been charged however, no router and no installation
[10:51, 26/10/2020] Webafrica: Courtney Calvert: Hello and thanks for reaching out, I will look into this now. Please bare with me
[10:53, 26/10/2020] Taahira Smith: Cool
[10:58, 26/10/2020] Webafrica: Courtney Calvert: We have logged this to VUMA and still awaiting feedback as a team needs to be sent out. This has been sent off again now to prompt urgent response
[10:58, 26/10/2020] Webafrica: Courtney Calvert: As soon as we have feedback we will update you accordingly
[11:00, 26/10/2020] Taahira Smith: I was just on the line with vumatel and they said to contact my service provider as it shows that there is an active line VT-LRC-OB-1243.
[11:01, 26/10/2020] Webafrica: Courtney Calvert: Yes and that is why we have escalated this.
[11:04, 26/10/2020] Taahira Smith: Understood thanks
[11:11, 26/10/2020] Webafrica: Courtney Calvert: No worries, you are welcome Tersha. Is there anything else I can assist with?
[11:13, 26/10/2020] Taahira Smith: No thank you.
[11:23, 26/10/2020] Webafrica: Courtney Calvert: Have a great day and stay safe :)
[11:23, 26/10/2020] Webafrica: 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 Calvert or press 0 to return to the main menu.
[17:01, 28/10/2020] Taahira Smith: .
[17:01, 28/10/2020] Webafrica: Hi Tersha, thank you for making use of our Whatsapp support chat.

Our friendly bot, Willie will try to answer any questions you may have. Please keep your questions as short and concise as possible to get the best results.

You may also use the following menu shortcuts (type the shortcut in bold below).

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[17:01, 28/10/2020] Webafrica: Sorry, I wasn't unable to determine what you would like to do, please choose an appropriate option from the menu below.

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[17:01, 28/10/2020] Taahira Smith: 4
[17:01, 28/10/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I've received all the components necessary to go online but need help setting them up.
3: I want to order a service.
4: I have a connection/speed issue and need assistance.
[17:01, 28/10/2020] Taahira Smith: 1
[17:01, 28/10/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Telkom LTE (***7***)
3. Openserve DSL DSL (***)
[17:01, 28/10/2020] Taahira Smith: 1
[17:01, 28/10/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I changed to Fibre or LTE and now need help with my bill
2. I have been billed incorrectly
3. I moved home and need help with my bill
4. I need information regarding my cancellation
5. I need information regarding my credit or refund
6. My account has been suspended
7. My account has been suspended even though I have paid the bill
8. My payment has failed
9. Other
[17:02, 28/10/2020] Taahira Smith: 2
[17:02, 28/10/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[17:02, 28/10/2020] Webafrica: Yolanda Mseleni: Hi there, my name is Yolanda Mseleni, how can I assist you today?
[17:02, 28/10/2020] Taahira Smith: Hi Yolanda, I requested for my LTE line to be cancelled and fibre to be installed.
[17:03, 28/10/2020] Webafrica: Yolanda Mseleni: So you placed a changing tech, and how can I assist?
[17:04, 28/10/2020] Taahira Smith: Till now, no fibre however, I have been charged for both fibre and LTE for the month of October. I paid for both service about R1000 something something and now I am being charged again
[17:06, 28/10/2020] Taahira Smith: I just wanted to pay a R259 purchase I made and I see my total due is R859. I would like to request a credit pertaining to the Fibre service that I paid for and didnt receive its month end and still no resolution has been given to me. I have reported this issue twice to Web Africa and I even contacted Vumatel thinking they could assist.
[17:07, 28/10/2020] Webafrica: Yolanda Mseleni: I am so sorry to hear that.
[17:07, 28/10/2020] Webafrica: Yolanda Mseleni: Please bear with me as I check your account OK.
[17:07, 28/10/2020] Taahira Smith: Thanks
[17:20, 28/10/2020] Webafrica: Yolanda Mseleni: The fibre is active when I check your account, have you not received the router?
[17:24, 28/10/2020] Taahira Smith: No I have no router
[17:27, 28/10/2020] Taahira Smith: I received 3 sms's, 1 - Delivery of router will be made within two days, 2 - Fibre line is active 3 - Your request for fibre has been rejected
[17:27, 28/10/2020] Webafrica: Yolanda Mseleni: We will need to liaise with the provisioning department to dispatch a router for you, we can only pass credits on the account once you are connected, and the LTE is pending cancellation for month end.
[17:28, 28/10/2020] Taahira Smith: Please dont cancel my LTE if I dont have a router, I work from home and require an internet connection.
[17:31, 28/10/2020] Webafrica: Yolanda Mseleni: It will only be cancelled month end, please do contact us tomorrow so we can put you through to provisioning to arrange router dispatch
[17:41, 28/10/2020] Taahira Smith: Ok, will do.
[17:46, 28/10/2020] Webafrica: Yolanda Mseleni: We have noticed you have not responded, kindly note we will be closing this chat. If, however, you do require further assistance please do not hesitate to get in touch with our team directly at ***. Alternatively, you are welcome to open up a new chat
[17:46, 28/10/2020] Webafrica: 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 Mseleni or press 0 to return to the main menu.
[14:52, 29/10/2020] Taahira Smith: .
[14:52, 29/10/2020] Webafrica: 0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[14:52, 29/10/2020] Taahira Smith: 4
[14:52, 29/10/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I've received all the components necessary to go online but need help setting them up.
3: I need an update on my order, delivery or installation.
4: I want to order a service.
5: I have a connection/speed issue and need assistance.
[14:52, 29/10/2020] Taahira Smith: 3
[14:53, 29/10/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Telkom LTE (***7***)
3. Openserve DSL DSL (***)
[14:53, 29/10/2020] Taahira Smith: 1
[14:53, 29/10/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I am moving homes or have moved homes and need to follow up on my order, installation or activation
2. I need to reschedule the agreed day or time for my installation
3. I recently placed an order and need assistance correcting the address
4. Im following up on my order, installation or service activation
5. Im following up on my upgrade or downgrade request
6. Im following up on the delivery of my router
7. Im not happy with the installation at my premises
8. My service was cancelled and Im following up on its reconnection
9. Other
10. The installer failed to pitch up for my installation
[14:53, 29/10/2020] Taahira Smith: 6
[14:53, 29/10/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[14:54, 29/10/2020] Webafrica: Lorianne Gideon: Hi there, my name is Lorianne Gideon, how can I assist you today?
[14:55, 29/10/2020] Taahira Smith: Hi Lorianne, I enquired yesterday for the 3rd time about my fibre and was told I need to make contact today in order for my router to be delivered. Are you able to please assist me?
[14:57, 29/10/2020] Webafrica: Lorianne Gideon: Give me one moment please while I check your account
[14:57, 29/10/2020] Taahira Smith: Thanks
[15:02, 29/10/2020] Webafrica: Lorianne Gideon: It seems like the router dispatch request did not filter through when the line was activated. I have now sent it to Logistics
[15:12, 29/10/2020] Taahira Smith: Thank you
[15:13, 29/10/2020] Webafrica: Lorianne Gideon: Delivery will take 2-3 business days. So sorry about that :-(
[15:14, 29/10/2020] Taahira Smith: No problem, thank you.
[15:18, 29/10/2020] Webafrica: Lorianne Gideon: Have a great day further:-)
[15:18, 29/10/2020] Webafrica: 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 Gideon or press 0 to return to the main menu.
[08:23, 30/10/2020] Taahira Smith: .
[08:23, 30/10/2020] Webafrica: 0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[08:23, 30/10/2020] Taahira Smith: 4
[08:23, 30/10/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I've received all the components necessary to go online but need help setting them up.
3: I need an update on my order, delivery or installation.
4: I want to order a service.
5: I have a connection/speed issue and need assistance.
[08:24, 30/10/2020] Taahira Smith: 3
[08:24, 30/10/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Telkom LTE (***7***)
3. Openserve DSL DSL (***)
[08:24, 30/10/2020] Taahira Smith: 1
[08:24, 30/10/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I am moving homes or have moved homes and need to follow up on my order, installation or activation
2. I need to reschedule the agreed day or time for my installation
3. I recently placed an order and need assistance correcting the address
4. Im following up on my order, installation or service activation
5. Im following up on my upgrade or downgrade request
6. Im following up on the delivery of my router
7. Im not happy with the installation at my premises
8. My service was cancelled and Im following up on its reconnection
9. Other
10. The installer failed to pitch up for my installation
[08:25, 30/10/2020] Taahira Smith: 6
[08:25, 30/10/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[08:26, 30/10/2020] Webafrica: Daniel Davids: Hi there, my name is Daniel Davids, how can I assist you today?
[08:28, 30/10/2020] Taahira Smith: Hello Daniel, this is my 4th time im contacting webAfrica????.

My router has not been delivered and my line is active and ive paid for it.

Yesterday a lady said that she has dispatched as it didn't filter through the last time however, I just received this sms
[08:29, 30/10/2020] Taahira Smith: Durban...I live in Cape Town and the postal code is incorrect
[08:29, 30/10/2020] Taahira Smith: Please assist
[08:30, 30/10/2020] Webafrica: Daniel Davids: Please provide me with your cellphone number or customer code to upload the account?
[08:31, 30/10/2020] Taahira Smith: ***
[08:34, 30/10/2020] Webafrica: Daniel Davids: Please provide me with your full address?
[08:37, 30/10/2020] Taahira Smith: Stellenberg road, Vierbergen Complex, 102 Winterberg, Bellaire, Bellville
[08:38, 30/10/2020] Taahira Smith: Postal code 7530
[08:40, 30/10/2020] Webafrica: Daniel Davids: the delivery address is amended for you
[08:40, 30/10/2020] Taahira Smith: Thank you
[08:41, 30/10/2020] Taahira Smith: Are you able to dispatch this for today?
[08:41, 30/10/2020] Taahira Smith: I work from home and I require an internet connection in order to work, according to my knowledge my LTE was cancelled.
[08:42, 30/10/2020] Webafrica: Daniel Davids: I am not in control of the dispatch but i can request a urgent delivery
[08:43, 30/10/2020] Taahira Smith: Cool, thanks
[08:48, 30/10/2020] Webafrica: Daniel Davids: anything else i can assist you with?
[08:48, 30/10/2020] Taahira Smith: No thanks
[08:50, 30/10/2020] Webafrica: Daniel Davids: I will close the chat in the meantime and you are welcome to come back for assistance
[08:50, 30/10/2020] Webafrica: 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 Davids or press 0 to return to the main menu.
[10:45, 01/11/2020] Taahira Smith: .
[10:45, 01/11/2020] Webafrica: Hi Tersha, thank you for making use of our Whatsapp support chat.

Our friendly bot, Willie will try to answer any questions you may have. Please keep your questions as short and concise as possible to get the best results.

You may also use the following menu shortcuts (type the shortcut in bold below).

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[10:45, 01/11/2020] Webafrica: Sorry, I wasn't unable to determine what you would like to do, please choose an appropriate option from the menu below.

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[10:45, 01/11/2020] Taahira Smith: 4
[10:45, 01/11/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I have a connection/speed issue and need assistance.
[10:46, 01/11/2020] Taahira Smith: 1
[10:46, 01/11/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Openserve DSL DSL (***)
[10:46, 01/11/2020] Taahira Smith: 1
[10:46, 01/11/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I changed to Fibre or LTE and now need help with my bill
2. I have been billed incorrectly
3. I moved home and need help with my bill
4. I need information regarding my cancellation
5. I need information regarding my credit or refund
6. My account has been suspended
7. My account has been suspended even though I have paid the bill
8. My payment has failed
9. Other
[10:46, 01/11/2020] Taahira Smith: 2
[10:46, 01/11/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[11:31, 01/11/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[11:45, 01/11/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[11:51, 01/11/2020] Webafrica: Tsepang Telite: Hi there, my name is Tsepang Telite, how can I assist you today?
[12:03, 01/11/2020] Webafrica: Tsepang Telite: Kindly note that this chat will be closed due to no response. Take care and keep well.
[13:07, 01/11/2020] Taahira Smith: .
[13:07, 01/11/2020] Webafrica: Sorry, I wasn't unable to determine what you would like to do, please choose an appropriate option from the menu below.

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[13:07, 01/11/2020] Taahira Smith: 4
[13:07, 01/11/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I have a connection/speed issue and need assistance.
[13:07, 01/11/2020] Taahira Smith: 1
[13:07, 01/11/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Openserve DSL DSL (***)
[13:07, 01/11/2020] Taahira Smith: 1
[13:07, 01/11/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I changed to Fibre or LTE and now need help with my bill
2. I have been billed incorrectly
3. I moved home and need help with my bill
4. I need information regarding my cancellation
5. I need information regarding my credit or refund
6. My account has been suspended
7. My account has been suspended even though I have paid the bill
8. My payment has failed
9. Other
[13:08, 01/11/2020] Taahira Smith: 2
[13:08, 01/11/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[13:45, 01/11/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[14:00, 01/11/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[14:13, 01/11/2020] Webafrica: Tsepang Telite: Hi there, my name is Tsepang Telite, how can I assist you today?
[14:24, 01/11/2020] Webafrica: Tsepang Telite: Kindly note that this chat will be closed due to no response. Take care and keep well.
[08:15, 02/11/2020] Taahira Smith: .
[08:15, 02/11/2020] Webafrica: Sorry, I wasn't unable to determine what you would like to do, please choose an appropriate option from the menu below.

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[08:15, 02/11/2020] Taahira Smith: 4
[08:15, 02/11/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I've received all the components necessary to go online but need help setting them up.
3: I need an update on my order, delivery or installation.
4: I want to order a service.
5: I have a connection/speed issue and need assistance.
[08:15, 02/11/2020] Taahira Smith: 1
[08:15, 02/11/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Openserve DSL DSL (***)
[08:16, 02/11/2020] Taahira Smith: 1
[08:16, 02/11/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I changed to Fibre or LTE and now need help with my bill
2. I have been billed incorrectly
3. I moved home and need help with my bill
4. I need information regarding my cancellation
5. I need information regarding my credit or refund
6. My account has been suspended
7. My account has been suspended even though I have paid the bill
8. My payment has failed
9. Other
[08:16, 02/11/2020] Taahira Smith: 2
[08:16, 02/11/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[09:01, 02/11/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[09:16, 02/11/2020] Webafrica: Nosipho Hantana: Hi there, my name is Nosipho Hantana, how can I assist you today?
[09:16, 02/11/2020] Webafrica: Sorry to have kept you waiting for so long, unfortunately it seems that all our agents are currently busy or unavailable.

A call back request has been sent to our agents and they will contact you (on Whatsapp) as soon as they are available. Please note our Whatsapp times are between 7am - 9pm, Monday to Friday and 8am - 6pm on Weekends.

In the meantime, perhaps I can help you with your query? Type 0 to see the main menu or just ask me your question and I'll see if I can search for the answer.
[09:31, 02/11/2020] Taahira Smith: Hello
[09:32, 02/11/2020] Webafrica: Sorry, I wasn't unable to determine what you would like to do, please choose an appropriate option from the menu below.

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[11:14, 02/11/2020] Taahira Smith: 4
[11:14, 02/11/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I've received all the components necessary to go online but need help setting them up.
3: I need an update on my order, delivery or installation.
4: I want to order a service.
5: I have a connection/speed issue and need assistance.
[11:14, 02/11/2020] Taahira Smith: 1
[11:14, 02/11/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Openserve DSL DSL (***)
[11:14, 02/11/2020] Taahira Smith: 1
[11:14, 02/11/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I changed to Fibre or LTE and now need help with my bill
2. I have been billed incorrectly
3. I moved home and need help with my bill
4. I need information regarding my cancellation
5. I need information regarding my credit or refund
6. My account has been suspended
7. My account has been suspended even though I have paid the bill
8. My payment has failed
9. Other
[11:14, 02/11/2020] Taahira Smith: 2
[11:14, 02/11/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[12:01, 02/11/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[12:15, 02/11/2020] Webafrica: Dino Fernandez: Hi there, my name is Dino Fernandez, how can I assist you today?
[12:16, 02/11/2020] Webafrica: Sorry to have kept you waiting for so long, unfortunately it seems that all our agents are currently busy or unavailable.

A call back request has been sent to our agents and they will contact you (on Whatsapp) as soon as they are available. Please note our Whatsapp times are between 7am - 9pm, Monday to Friday and 8am - 6pm on Weekends.

In the meantime, perhaps I can help you with your query? Type 0 to see the main menu or just ask me your question and I'll see if I can search for the answer.
[12:22, 02/11/2020] Taahira Smith: .
[12:22, 02/11/2020] Webafrica: Sorry, I wasn't unable to determine what you would like to do, please choose an appropriate option from the menu below.

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[12:22, 02/11/2020] Taahira Smith: 4
[12:22, 02/11/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I've received all the components necessary to go online but need help setting them up.
3: I need an update on my order, delivery or installation.
4: I want to order a service.
5: I have a connection/speed issue and need assistance.
[12:22, 02/11/2020] Taahira Smith: 1
[12:22, 02/11/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Openserve DSL DSL (***)
[12:23, 02/11/2020] Taahira Smith: 1
[12:23, 02/11/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I changed to Fibre or LTE and now need help with my bill
2. I have been billed incorrectly
3. I moved home and need help with my bill
4. I need information regarding my cancellation
5. I need information regarding my credit or refund
6. My account has been suspended
7. My account has been suspended even though I have paid the bill
8. My payment has failed
9. Other
[12:23, 02/11/2020] Taahira Smith: 2
[12:23, 02/11/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[13:02, 02/11/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[13:16, 02/11/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[13:30, 02/11/2020] Webafrica: Sorry to have kept you waiting for so long, unfortunately it seems that all our agents are currently busy or unavailable.

A call back request has been sent to our agents and they will contact you (on Whatsapp) as soon as they are available. Please note our Whatsapp times are between 7am - 9pm, Monday to Friday and 8am - 6pm on Weekends.

In the meantime, perhaps I can help you with your query? Type 0 to see the main menu or just ask me your question and I'll see if I can search for the answer.
[18:34, 02/11/2020] Taahira Smith: .
[18:34, 02/11/2020] Webafrica: Sorry, I wasn't unable to determine what you would like to do, please choose an appropriate option from the menu below.

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[18:34, 02/11/2020] Taahira Smith: 4
[18:34, 02/11/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I want to order a service.
3: I have a connection/speed issue and need assistance.
[18:34, 02/11/2020] Taahira Smith: 1
[18:34, 02/11/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Openserve DSL DSL (***)
[18:34, 02/11/2020] Taahira Smith: 1
[18:35, 02/11/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I changed to Fibre or LTE and now need help with my bill
2. I have been billed incorrectly
3. I moved home and need help with my bill
4. I need information regarding my cancellation
5. I need information regarding my credit or refund
6. My account has been suspended
7. My account has been suspended even though I have paid the bill
8. My payment has failed
9. Other
[18:35, 02/11/2020] Taahira Smith: 2
[18:35, 02/11/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[19:16, 02/11/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[19:30, 02/11/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[19:35, 02/11/2020] Webafrica: Yolanda Mseleni: Hi there, my name is Yolanda Mseleni, how can I assist you today?
[19:40, 02/11/2020] Taahira Smith: Hello, I have been billed in October and November for Fiber and my service is not available.
[19:42, 02/11/2020] Taahira Smith: I have chatted to you before re crediting my account and you said to make contact the following day to request a router. I did that Thursday and Friday and still nothing but my bank account has been debited twice.
[19:42, 02/11/2020] Webafrica: Yolanda Mseleni: Please bear with me as I check your account OK.
[19:42, 02/11/2020] Taahira Smith: Ok
[19:46, 02/11/2020] Webafrica: Yolanda Mseleni: Kindly advise is the service still not working?
[19:50, 02/11/2020] Taahira Smith: No I dont have a router
[19:50, 02/11/2020] Webafrica: Yolanda Mseleni: Logging credits for you
[19:51, 02/11/2020] Taahira Smith: Thank you
[19:53, 02/11/2020] Webafrica: Yolanda Mseleni: Credits logged for last month, please do contact us tomorrow so we can escalate with the Provisioning department for the router dispatch, between 8-5PM
[19:54, 02/11/2020] Taahira Smith: Will do so thanks
[19:55, 02/11/2020] Webafrica: Yolanda Mseleni: Thank you so much for your patience, have a lovely day further and keep safe
[19:55, 02/11/2020] Webafrica: 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 Mseleni or press 0 to return to the main menu.
[07:24, 03/11/2020] Webafrica: Ndivhudzannyi Simali: Hi there, my name is Ndivhudzannyi Simali, how can I assist you today?
[07:40, 03/11/2020] Taahira Smith: Good Morning, I need a router delivered to me please
[07:42, 03/11/2020] Webafrica: Ndivhudzannyi Simali: Hi Tersha, Unfortunately I will not be able to assist you on this query,

for activations, Porting, Installation , RICA, order cancellations and delivery enquiries

you will please need to contact our Provisioning department on livechat by choosing the Provisioning/Operations Option

this is applicable to both LTE and fibre.

Please note that our Provisioning departments working hours are Monday to Friday, 8am to 5pm.

Kindly open a chat at 8am then select option 4 then Option 3 to chat to them.
[07:42, 03/11/2020] Taahira Smith: Ok thank you
[07:43, 03/11/2020] Webafrica: Ndivhudzannyi Simali: You are most welcome, Have a great day further and stay safe
[07:46, 03/11/2020] Webafrica: 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 Ndivhudzannyi Simali or press 0 to return to the main menu.
[09:24, 03/11/2020] Taahira Smith: .
[09:24, 03/11/2020] Webafrica: 0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[09:25, 03/11/2020] Taahira Smith: 4
[09:25, 03/11/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I've received all the components necessary to go online but need help setting them up.
3: I need an update on my order, delivery or installation.
4: I want to order a service.
5: I have a connection/speed issue and need assistance.
[09:25, 03/11/2020] Taahira Smith: 3
[09:25, 03/11/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Openserve DSL DSL (***)
[09:25, 03/11/2020] Taahira Smith: 1
[09:25, 03/11/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I am moving homes or have moved homes and need to follow up on my order, installation or activation
2. I need to reschedule the agreed day or time for my installation
3. I recently placed an order and need assistance correcting the address
4. Im following up on my order, installation or service activation
5. Im following up on my upgrade or downgrade request
6. Im following up on the delivery of my router
7. Im not happy with the installation at my premises
8. My service was cancelled and Im following up on its reconnection
9. Other
10. The installer failed to pitch up for my installation
[09:25, 03/11/2020] Taahira Smith: 6
[09:25, 03/11/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[10:04, 03/11/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[10:17, 03/11/2020] Webafrica: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
[10:31, 03/11/2020] Webafrica: Sorry to have kept you waiting for so long, unfortunately it seems that all our agents are currently busy or unavailable.

A call back request has been sent to our agents and they will contact you (on Whatsapp) as soon as they are available. Please note our Whatsapp times are between 7am - 9pm, Monday to Friday and 8am - 6pm on Weekends.

In the meantime, perhaps I can help you with your query? Type 0 to see the main menu or just ask me your question and I'll see if I can search for the answer.
[10:44, 03/11/2020] Taahira Smith: .
[10:44, 03/11/2020] Webafrica: Sorry, I wasn't unable to determine what you would like to do, please choose an appropriate option from the menu below.

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[10:44, 03/11/2020] Taahira Smith: 4
[10:44, 03/11/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I've received all the components necessary to go online but need help setting them up.
3: I need an update on my order, delivery or installation.
4: I want to order a service.
5: I have a connection/speed issue and need assistance.
[10:44, 03/11/2020] Taahira Smith: 3
[10:44, 03/11/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Openserve DSL DSL (***)
[10:44, 03/11/2020] Taahira Smith: 1
[10:45, 03/11/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I am moving homes or have moved homes and need to follow up on my order, installation or activation
2. I need to reschedule the agreed day or time for my installation
3. I recently placed an order and need assistance correcting the address
4. Im following up on my order, installation or service activation
5. Im following up on my upgrade or downgrade request
6. Im following up on the delivery of my router
7. Im not happy with the installation at my premises
8. My service was cancelled and Im following up on its reconnection
9. Other
10. The installer failed to pitch up for my installation
[10:45, 03/11/2020] Taahira Smith: 6
[10:45, 03/11/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[11:11, 03/11/2020] Webafrica: Cindy-Leigh Hercules: Hi there, my name is Cindy-Leigh Hercules, how can I assist you today?
[11:14, 03/11/2020] Taahira Smith: Hi Cindy, im following up on my delivery for my router. I have logged this call several times.

I requested a credit cause I have been charged for October and November even though I still dont have a router.

So I just want the ETA on the router. If im not going to get one then just send me to cancellations. Cause I work from home and need an internet connection.
[11:16, 03/11/2020] Webafrica: Cindy-Leigh Hercules: Thank you, for establishing a live chat session we acknowledge you. Please be patient as an influx of live chats has streamed in, but stay online and we will attend to you.
[11:16, 03/11/2020] Taahira Smith: Thank you
[11:47, 03/11/2020] Webafrica: Cindy-Leigh Hercules: Thank you for your patience, I can confirm that the router will be delivered to you during the course of today Tersha
[11:49, 03/11/2020] Taahira Smith: Are we able to confirm the address please?
[11:53, 03/11/2020] Webafrica: Cindy-Leigh Hercules: I have checked on the delivery with your waybill number of delivery which does not give the information of the address but to be quite honest with you your address should be correct. You can contact Courier IT who will be doing the delivery just to check on the correct address ?Tel: +***7
Fax: +***9
Fax: +***2 Customer Services
[11:54, 03/11/2020] Taahira Smith: Ok, thanks I will call them
[11:56, 03/11/2020] Webafrica: Cindy-Leigh Hercules: You're welcome :) is there anything else I can help you with today ?
[11:56, 03/11/2020] Taahira Smith: No thank you
[11:58, 03/11/2020] Webafrica: Cindy-Leigh Hercules: once the chat ends you will be given the option to rate my service It would be highly appreciated :)
[11:58, 03/11/2020] Webafrica: Cindy-Leigh Hercules: Thank you for your time, it was great chatting to you, please have a great day and please stay safe. :)
[11:58, 03/11/2020] Webafrica: 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 Cindy-Leigh Hercules or press 0 to return to the main menu.
[12:01, 03/11/2020] Taahira Smith: 1
[12:01, 03/11/2020] Webafrica: Let me try to reconnect you to the Live Chat agent you were chatting to, please hold a moment...
[12:15, 03/11/2020] Webafrica: Oh dear, unfortunately it seems the agent who you've been transferred to is no longer available. I have sent a call back request to our agents and they will contact you back on Whatsapp soon. Our office hours are 7am - 9pm, Monday to Friday and 8am - 6pm on Weekends. In the meantime, perhaps I can help you with your query? Type 0 to see the main menu or just ask me your question and I'll see if I can search for the answer.
[20:08, 03/11/2020] Webafrica: Layaan Valentine: Hi there, my name is Layaan Valentine, how can I assist you today?
[20:08, 03/11/2020] Webafrica: Layaan Valentine: Thank you, for establishing a live chat session we acknowledge you. Please be patient as an influx of live chats has streamed in, but stay online and we will attend to you.
[20:54, 03/11/2020] Webafrica: Layaan Valentine: We see that you have not responded to this chat and the system have automatically closed this chat, please feel free to open a new chat we will be happy to assist you if you.
[12:23, 05/11/2020] Taahira Smith: .
[12:36, 05/11/2020] Taahira Smith: .
[12:36, 05/11/2020] Webafrica: Hi Tersha, thank you for making use of our Whatsapp support chat.

Our friendly bot, Willie will try to answer any questions you may have. Please keep your questions as short and concise as possible to get the best results.

You may also use the following menu shortcuts (type the shortcut in bold below).

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[12:36, 05/11/2020] Webafrica: Sorry, I wasn't unable to determine what you would like to do, please choose an appropriate option from the menu below.

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[12:36, 05/11/2020] Webafrica: Sorry, I wasn't unable to determine what you would like to do, please choose an appropriate option from the menu below.

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[12:37, 05/11/2020] Taahira Smith: 2
[12:37, 05/11/2020] Webafrica: You are now entering troubleshooting mode, I will try to assist you with a series of questions which should get to the bottom of your issue.

First, I need to know the type of problem you're experiencing. Throughout the troubleshooting session, please type the number of the option that applies to you. You can also exit troubleshooting mode at any time by typing EXIT.

Which issue are you experiencing?

1 - MY INTERNET IS SLOW
2 - MY INTERNET IS DOWN
[12:37, 05/11/2020] Taahira Smith: 2
[12:37, 05/11/2020] Webafrica: Which type of internet connection is down?

1 DSL
2 Fibre
3 LTE
[12:37, 05/11/2020] Taahira Smith: 2
[12:37, 05/11/2020] Webafrica: Ok let's see if we can get your Fibre up and running again. First we need to address the obvious, is your router switched on and is the power light showing as on?

1 Yes, it's on
2 No, it's off
[12:37, 05/11/2020] Taahira Smith: 1
[12:37, 05/11/2020] Webafrica: Hmm, ok the next thing we need to check is whether or not your ONT (Optical Network Terminal) is on. Take a look at the ONT device and ensure that the Power LED is ON

1 LED is ON
2 LED is OFF
[12:38, 05/11/2020] Taahira Smith: 1
[12:38, 05/11/2020] Webafrica: To check if the ONT is making connection with to your physical fibre line, please check the FX LED on the ONT, it should be solid and lit. Is the FX LED on or off?

1 On
2 Off
[12:38, 05/11/2020] Taahira Smith: 4
[12:38, 05/11/2020] Webafrica: Sorry, I didnt understand the option you supp****, let's try that again.

Please enter only the number which relates to your chosen answer.

Remember you can exit/restart this troubleshooting session at any time by typing exit.

To check if the ONT is making connection with to your physical fibre line, please check the FX LED on the ONT, it should be solid and lit. Is the FX LED on or off?

1 On
2 Off
[12:40, 05/11/2020] Taahira Smith: 1
[12:40, 05/11/2020] Webafrica: Ok that's a good sign! Next we need to check if your router is connected to the ONT. Is the WAN LED on the router showing as connected (solid or flashing green)?

1 Yes
2 No
[12:40, 05/11/2020] Taahira Smith: 1
[12:40, 05/11/2020] Webafrica: Great, we're getting closer to resolving the issue. Next we need to check if the Internet LED on the front of your router is showing as connected (solid or flashing green). Is the Internet LED showing as connected?

1 Yes, it's Green
2 No, it's Off
[12:41, 05/11/2020] Taahira Smith: 1
[12:41, 05/11/2020] Webafrica: Excellent, we've confirmed that you have an internet connection, now let's figure out why you can't access it. Which fibre service do you have with us?

1 Capped
2 Uncapped
[12:41, 05/11/2020] Taahira Smith: 2
[12:41, 05/11/2020] Webafrica: Hmm, have you checked our website's Network Status page to see if there are any outages in your area at the moment?

Network Status: https://www.webafrica.co.za/network

1 No Outages
2 There is an Outage
[12:41, 05/11/2020] Taahira Smith: 2
[12:41, 05/11/2020] Taahira Smith: 1
[12:41, 05/11/2020] Webafrica: I'm sorry for the inconvenience, I know our team will be working hard at the moment to resolve this for you, and I'll let them know about your query too!

This troubleshooting session has now ended and you are back to chatting with Willie, our friendly bot...
[12:41, 05/11/2020] Webafrica: Thanks, let me take a quick look for you...
[12:41, 05/11/2020] Webafrica: Great news! You have the following services available in your area:

Fibre is Available!
Click on the link below to check out our packages and sign-up today.
https://www.webafrica.co.za/fibre?addresslat=-33.***&addresslng=18.669433&utm_source=chatbot&utm_medium=link&utm_campaign=chatbotsearch

LTE is Available!
Click on the link below to check out our packages and sign-up today.
https://www.webafrica.co.za/lte?addresslat=-33.***&addresslng=18.669433&utm_source=chatbot&utm_medium=link&utm_campaign=chatbotsearch


[12:42, 05/11/2020] Taahira Smith: 1
[12:42, 05/11/2020] Webafrica: Thanks, let me take a quick look for you...
[12:42, 05/11/2020] Webafrica: Great news! You have the following services available in your area:

Fibre is Available!
Click on the link below to check out our packages and sign-up today.
https://www.webafrica.co.za/fibre?addresslat=-33.***&addresslng=18.669433&utm_source=chatbot&utm_medium=link&utm_campaign=chatbotsearch

LTE is Available!
Click on the link below to check out our packages and sign-up today.
https://www.webafrica.co.za/lte?addresslat=-33.***&addresslng=18.669433&utm_source=chatbot&utm_medium=link&utm_campaign=chatbotsearch


[12:42, 05/11/2020] Taahira Smith: EXIT
[12:42, 05/11/2020] Webafrica: Sorry, I wasn't unable to determine what you would like to do, please choose an appropriate option from the menu below.

0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[12:42, 05/11/2020] Taahira Smith: 4
[12:42, 05/11/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I've received all the components necessary to go online but need help setting them up.
3: I need an update on my order, delivery or installation.
4: I want to order a service.
5: I have a connection/speed issue and need assistance.
[12:43, 05/11/2020] Taahira Smith: 2
[12:43, 05/11/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Openserve DSL DSL (***)
[12:43, 05/11/2020] Taahira Smith: 1
[12:43, 05/11/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I am following up on my router delivery
2. I am not happy with the installation at my premises
3. I have moved premises and need help getting online
4. I need to query my billing
5. I received all the components necessary to go online but need help setting them up
6. My internet connection is intermittment
7. My internet connection is slow
8. Other
[12:43, 05/11/2020] Taahira Smith: 5
[12:43, 05/11/2020] Webafrica: Thanks Tersha Smith, please hold while I connect you to one of our Live Chat agents...

You can end the Live Chat session at any time and revert back to the Bot by typing ENDCHAT.
[12:52, 05/11/2020] Webafrica: Edwill Koning: Hi there, my name is Edwill Koning, how can I assist you today?
[12:55, 05/11/2020] Taahira Smith: Hi Edwil, I received my fibre router today however I cannot connect to the internet. I just get a pop up saying internet is unavailable
[12:56, 05/11/2020] Webafrica: Edwill Koning: Hi Tersia I can assist with getting your services working for you
[12:57, 05/11/2020] Taahira Smith: Thank you
[12:58, 05/11/2020] Webafrica: Edwill Koning: Please reset the router for me press and hold a toothpick in the little hole at the back of the router until all the lights switch off and only the power light stays on
[12:59, 05/11/2020] Taahira Smith: OK
[13:01, 05/11/2020] Taahira Smith: The power light is flickering
[13:04, 05/11/2020] Webafrica: Edwill Koning: Great please turn off the fibrebox and then back on for me please
[13:04, 05/11/2020] Taahira Smith: What's that
[13:05, 05/11/2020] Webafrica: Edwill Koning: you have your router and then the box that the router connects to ?
[13:05, 05/11/2020] Taahira Smith: No i dont have this
[13:06, 05/11/2020] Taahira Smith: Thats all I got
[13:06, 05/11/2020] Webafrica: Edwill Koning: Please send me images of the devices that you have received
[13:10, 05/11/2020] Webafrica: Edwill Koning: Hi Tersha has the engineers been to your premises as yet?
[13:20, 05/11/2020] Taahira Smith: No
[13:21, 05/11/2020] Webafrica: Edwill Koning: Tersha you would need to wait until the engineers have completed the installation for you, once that has been completed then we would be able to get your services activated
[13:23, 05/11/2020] Taahira Smith: I was told that my line was active
[13:29, 05/11/2020] Taahira Smith: Are you able to make a request for someone to come out pleasr
[13:30, 05/11/2020] Webafrica: Edwill Koning: Yes your services are active on the profile yes however without the fibre box the services wont work, I will take care of this for you Tersha
[13:30, 05/11/2020] Taahira Smith: Thank you
[13:35, 05/11/2020] Webafrica: Edwill Koning: Pleasure Tersha you will be notified about the appointment
[13:53, 05/11/2020] Webafrica: Edwill Koning: We see that you have not responded to this chat and the system have automatically closed this chat, please feel free to open a new chat we will be happy to assist you
[13:53, 05/11/2020] Webafrica: 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 Edwill Koning or press 0 to return to the main menu.
[08:17, 06/11/2020] Taahira Smith: .
[08:17, 06/11/2020] Webafrica: 0: Main Menu.
1: Check available internet services/products in your area.
2: Troubleshoot your internet connection.
3: Check if you're affected by any network outages.
4: Get transferred to one of our agents and chat via Whatsapp.
5: Check the status of your line fault.
6: Search our Knowledgebase Articles for assistance.
7: Close your existing session and start a new one.
8: Get your latest Statement & Invoices
[08:17, 06/11/2020] Taahira Smith: 4
[08:17, 06/11/2020] Webafrica: Thanks Tersha Smith. Please choose the appropriate option below so that we may direct your chat to the correct department.

1: I have a billing enquiry.
2: I've received all the components necessary to go online but need help setting them up.
3: I need an update on my order, delivery or installation.
4: I want to order a service.
5: I have a connection/speed issue and need assistance.
[08:17, 06/11/2020] Taahira Smith: 3
[08:17, 06/11/2020] Webafrica: I found the following services on your account, please enter the number for the service that relates to this enquiry.

1. Vumatel Fibre (102.65.5***)
2. Openserve DSL DSL (***)
[08:17, 06/11/2020] Taahira Smith: 1
[08:17, 06/11/2020] Webafrica: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I am moving homes or have moved homes and need to follow up on my order, installation or activation
2. I need to reschedule the agreed day or time for my installation
3. I recently placed an order and need assistance correcting the address
4. Im following up on my order, installation or service activation
5. Im following up on my upgrade or downgrade request
6. Im following up on the delivery of my router
7. Im not happy with the installation at my premises
8. My service was cancelled a