No engagement

I've been with WA for many years, recommended them to many friends- usually solid support and great infrastructure.

A couple of weeks ago I requested some assistance with a very high local ping on my 100mb fibre, after a bit of trouble shooting and mentioning I do not use the WA supp**** 'free' router since it only has 100mb lan, it turned out that the 'free' router I received from WA wasn't free, it was merely free-to-rent - at no point will it ever become yours (It was never mentioned on the phone calls, only when checking fine print on the site itself do you find these *****th T&C's - misleading advertising firstly).

(I even phoned WA when I received the router initially to ask if I could pay extra and get one that people in 2017 would actually use, I got told that this is all they got as stock, no mention that it wasn't mine to upgrade.)

I then requested they come and collect the router (I never used it since it was 100mb lan) and concurrently cancel my service with them on principle.

I then received an invoice for the router, at no point did I ever mention I would keep this router, so I rep**** back and they apologized.

When the debit order went off I noticed WebAfrica had in fact charged a R1000 additional, so I phoned WA accounts.

I got told that it was 'procedure' to cancel and invoice the client for the router, and only credit once the router has been received. (I don't even want to get into how wrong that is on so many levels.)

In the last week I've mailed WA a handful of times to come and collect their router, and I've had absolutely no response whatsoever.

I don't know what has happened to WA, 2 years ago I would have had someone phone and request what the issue was and try and resolve it, now I feel like I'm dealing with the equivalent arrogance and incompetence that you expect from a Telkom helpdesk, very disappointing.

All I can say, if Virgin Active gym had the same *****th t&c's, there would be a whole lot of people paying back a whole lot of 'free' gym bags.