Fibre issue - external access not working, internal working

I spoke to soon, restarting the router and surprise surprise, it was assigned a "broken" CPT IP address that blocks all pings and external access, this has to be fixed to ALWAYS assign a JHB IP as those actually work and allow pings. (or fix CPT)

Got lovely reply from webafrica telling me the issue is all solved, but they just pretended

Hi,

We noticed that you still have this open ticket with us, though it seems you may have already resolved this issue via our Whatsapp Live Chat (***).

We're going to go ahead and close this ticket so long, but if you do still require our assistance, please do get in touch with us via our WhatsApp support line by adding *** to your contacts or simply use this link to open WhatsApp automatically and start chatting to us.

Our friendly Live Chat agents are available between 7am and 9pm during the week and from 8am to 6pm on weekends.

If however you still prefer to use email for support, please feel free to reply to this email and we'll reopen this ticket for you.

Regards,
Webafrica ***:585582

Please do not send **** emails !

2nd email - telling me hopeless information again !!! (do you really think I didn't try that)
I even stated that I tried that and each time it gave me a broken IP that does not allow external access in.

Dear Brett L,

Ticket: https://help.webafrica.co.za/helpdesk/tickets/***



Hope this email finds you in good health, thank you very much for your email address, with regards to your email about the IP address picking up a CPT IP - please change the DNS server to google DNS server which is primary 8.8.8.8 and secondary 8.8.4.4 - this should be done on your device.

To change the IP address please turn the Fibre box off for about 30-40 minutes then turn it back on.



Thank you for your patience.



Kind Regards,

The Webafrica Support Team


Try our Whatsapp support bot on ***. Simply add us as a contact and send a Whatsapp. Online? Live chat is available between 7am – 9pm, weekdays and 8am - 6pm on weekends.

Got a phone call from their rep @ 14:05 on 2020/08/03 and he hung up as soon as he verified my name - very polite - no callbacks.

Ticket closed again by their system telling me the issue was resolved via WhatsApp - They are hopeless

Exact email below:
Hi,

We noticed that you still have this open ticket with us, though it seems you may have already resolved this issue via our Whatsapp Live Chat (***).

We're going to go ahead and close this ticket so long, but if you do still require our assistance, please do get in touch with us via our WhatsApp support line by adding *** to your contacts or simply use this link to open WhatsApp automatically and start chatting to us.

Our friendly Live Chat agents are available between 7am and 9pm during the week and from 8am to 6pm on weekends.

If however you still prefer to use email for support, please feel free to reply to this email and we'll reopen this ticket for you.

Regards,
Webafrica ***:585582

Issue still unhanded this is after Web Africa promised to call again see twitter posts:
https://twitter.com/webafrica/status/***

I have switched ISP's due to WebAfricas inability to assist after over almost 2 months.
Suggest others do the same - let them lose customers then maybe they will be able to support the ones they left with on time.

Funny how once you cancel your subscription the ISP jumps and my issue is finally sorted !!! - thanks to the helpful tech for the assistance - 1 person WA does not need to fire for uselessness.