Issue with fiber speed, upgrading from 200/200 to 500/500

I was migrated from BitCo to WebAfrica and the experience has been nothing but terrible. For start you cannot call any call-center and talk to anyone, the interaction is only through WhatsApp. My account shows that I am on 500/500 speed, however all the tests that I have been asked to perform shows that I am on 200/200. I logged a ticket three weeks ago and I am just being given a run around, WebAfrica pointing to MetroFibre and MetroFibre pointing to WebAfrica. Every time I follow up my ticket on WhatsApp I am told to take screenshot of the speed test, I am told to restart the ONT and my router, I am told to make sure that I run test using UTP cable connected directly to the router. On WhatsApp platform the expectation is that one needs explain the issue they have by typing, no voice notes. When you try to send a voice note on WhatsApp so you can summarise your issue, you are told that voice note is disabled, I mean really? The expectation is that everyone should type their issue rather than talk to someone?

The following up of the ticket happens every second day or so and only coming from my side, no one from WebAfrica has ever called me to find out what the issue was, or if the issue is resolved. I was even advised to reconnect the supp**** Zyxel router since the issue might be with my router. I have been told a number of times that my line has been re-provisioned and I should be on the right speed, I would then continue to do the speed test and again send the screenshot to show that I am still on 200/200. The normal response is that the issue has been escalated. I will then make another follow up after a day or two, I will be told the same story that my line has been re-provisioned and all is fine. The issue has been going on for three weeks since the migration from BitCo, the whole experience left me feeling extremely angry and disappointed in WebAfrica’s support service. They won’t even entertain the suggestion of a technician coming to my house to sort out the issue.

Still today I am waiting for my issue to be resolved. WebAfrica ticket reference number # 58372