BOT / AI vs Human assistance.

I have been a client of Webafrica for in excess of 15 years, firstly making use of ADSL, then VDSL when that became available and since Fibre arrived in the area.

The internet service itself cannot be complained about, HOWEVER, trying to communicate with a human being is enough to drive anyone up the wall. Today (27th Aug 2025) I started the chat firstly after logging onto the Webafrica Dashboard and then opening the chat to WhatsApp Web at 10:01am. At 14:08 after being transferred to 4 different consultants and eventually using copy paste to explain the situation being experienced to avoid typing all over again (because they cannot listen to voicenotes), I eventually got a reference number.

To summarise, Webafrica provides a Basic Zyxcel router that remains the property of Webafrica. Should the router become problematic, one is expected to log a ticket to arrange a replacement. As I run my own IT Business for more than 30 years I have on a fairly regular basis had to log service requests on behalf of other Webafrica clients. Webafrica now register my number under the clients number but when I start the chat, introducing myself, I get addressed as the client. When I correct them they now go down a whole verification process of who I am. Eventually after much backwards and forwards I get, I’m sorry I need to transfer you to another assistant to assist, (Remember YOUR BOT SERVICE assigned me to the first consultant in the first place!)

Also, because I’ve been in the industry for a lengthy period, I’m well aware of tests that need to be done PRIOR to contacting Webafrica, and after these test conclude that the router itself is failing, to now try to get a supposed BOT or Consultant to acknowledge the router is actually faulty is absolutely beyond me. Today from 10:01 - 14:08 to finally get a ref number (keeping in mind this is only the first step and not yet a resolution), is absurd!

I’m well aware there are way better Router products on the market, however when a customer signs a contract and a router is supp****, it’s up to the ISP to deliver as contracted. not everyone has the money to go splash out on a fancy router.

Any service company that feels they can rely on AI and BOTS to be first line support, think again, it will be the demise of your business! I’m a human and I want to talk simple common sense to another human, instead of sitting for in excess of 4 hrs trying not to lose my cool and get the service I’m contracted to get! Webafrica Management, please get with it or you know where this will end!