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IK
Ismaeel K

1 reviews | Active since Sept 2020

15 Sept 2020, 10:36

Fibre not activated after 24 hours after being promised it would be

The guys were out yesterday morning and completed the installation and at my premises. I was told that it would be activated within 24 hours, 24 hours has now passed and my fibre is not active yet. Why is it that other ISPs can activate the fibre service immediately when the technician leaves then the customers fibre is active. Why is Webafrica the ones who takes long? How can you wait 48 hours for a service to be active when this is a competitive industry? What is Webafrica doing to stand out and compete with the other ISPs? I spoke to an agent almost 2 hours ago who said he is escalating this with the provisioning team but I am still waiting feedback. To keep up customer service, Webafrica should handle escalations as high priorities.

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Replies (2)
IK
Ismaeel K's update15 Sept 2020, 16:21
Reviewer Update
I still did not receive a call back as promised this morning. I tried to call but was unable to get through after half an hour. I engaged them via whatsapp and was told that if it is still not active by tomorrow morning (48 hours after installation), then they can escalate this to the activation team as all vuma reach system automatically activate the lines. with this in mind, why are other ISP's fibre active immediately when the installation is completed?
IK
Ismaeel K's update19 Sept 2020, 13:19
Reviewer Update
So after 48 hours I phoned Webafrica and they escalated and raised a ticket with Vumatel and my issue was resolved by the evening. The next day they said something was wrong with the line even though I did not experience any issues and Vumatel engineers was out to my premises and fixed the issue. My speed has been consistent since then with no issues.