Furious!

Today, after loadshedding, our router went on but giving no internet connection to the 2 devices connected to it at the time. My husband, who works with issues like this daily, made contact with Webafrica and was told that a cancellation request was put through to Openserve about 2/3 months ago due to late payments (This is true, as we struggled a bit). However, this request was never recanted and it appears that Openserve went ahead with the request even though we haven't been in arrears and paid the service before the 1st of April. Now we are struggling to get through to get into contact with @Openserve. I then went ahead and took it upon myself to make contact with WebAfrica as our money goes to them and what they do after is actually non of my business and we can't afford to wait 1-2 business days for a reconnection (some person from Webafrica told my husband this). I then spoke to a person called Imraan S who honestly didn't take note of what my request to him was:

Imraan: Hi there, my name is Imraan, how can I assist you today? Hi Imraan, Our Wi-fi is showing on at home but no internet connection and the line shows active on my profile online My husband also restarted and switched on and off what he needed to Imraan S.: Good afternoon, Chante. I am sorry to hear this. To confirm, this is with regards to your Openserve Web Connect Uncapped 30/10Mbps Fibre service, correct? Yes Imraan S.: Thank you. So to confirm, your devices are currently connected to yourWi-Fi without internet access, correct? Yes Not mine, my husband's, He works from home Imraan S.: Thank you. Let me see what I can gather on my end & advise form there - one moment please. Okay thanks Imraan S.: Thank you for your patience, Chante. From what I can gather, Webafrica unfortunately does not have ownership of this line, I'm afriad thus, I am unable to check certain parameters & operational status of your Fibre service. That being said, the service is active on the Webafrica database. Are you able to send me an image of your router, I'd like to get a look at the LED's currently lit up, please. Is that the best you can do? I'm not at home. My husband let me know and he works from home If you can't help me, then why am I using your services and who then is supposed to help me with this? Imraan S.: Is he able to send you a picture then which you can forward to me, please? Like I said he checked everything already, he's a fiber technician himself so he knows Just tell me how you will help me resolve the issue. Or must I do my own ground work and make contact with Openserve this time of the day Imraan S.: Let's try the following, please: turn off your router for about 15-minutes. It'll aid with clearing the internal cache from your CPE (refreshing your devices) and in the interim I will try to resync your line and refresh your service. At about 14h45 we'll fire everything back up and see if the condition changes, alright? Please rather just provide me a direct contact for Openserve please. My husband already did the whole turn your router off thing In the meantime, you may go ahead and do the resync thing or does it have to be off for you to do that Imraan S.: It works best when the equipment is turned off, yes, please.

With regards to a contact number, I unfortunately do not have any as we use a different platform to communicate with Openserve. You are however able to download the Openserve application from your phones app store & report the issue. You will need a B-Number, yours is: B***. Okay. So please do me a favor and check if a request has aleady been made to Openserve for my line and let me know. In the meantime, I will do as you say Imraan S.: As mentioned, Webafrica does not have ownership of your line thus, I am not able to check these type of requests however, I note that on 19-04-2023 @ 13h08, it was noted in your account that Webafrica did request ownership of your line. SO we now await the feedback from Openserve regarding this request. Okay Imraan, Please note that I will now be making this conversation know on Helo Peter. I'l be talking about WebAfrica as well as Openserve that is unable to provide concrete answers because what you are telling me now is not what my husband has been told Imraan S.: I do apologize if you've received any conflicting information however, the information I've provided you with is the information I have access to on your account. Could you perhaps share the information your husband was provided with, I'd like to run this across our management team to address as well. If the incorrect information was provided, it needs to be addressed to ensure an encounter like this is avoided in future. I once more apologize for this terrible happenstance & any inconvenience this matter poses.