No fibre based internet access for over a week

We have a contract with Webafrica to provide us with fibre based internet access. My customer code is AJZ11. We have now been without fibre based internet access since 8 May 2018. Today is 17 May 2018. This is as a result of technical faults.

Initially I got very little response from Webafrica, in spite of doing all the right things. I raised a ticket, I called and spoke to a consultant for over 20 minutes and I then had a number of online "chats" using their web system. Out of frustration I eventually took to putting my complaint on their Facebook page. This finally got a response and Vumatel came out on Friday, 11 May, to fix the problem. Webafrica use the Vumatel infrastructure. The line was up until Saturday 12 May. It then failed again. Again I raised a ticket using their website, got an emailed reply on Sunday, then nothing. Again on Monday, I took my issue to their Facebook page. This again seemed to get their response and Vumatel were out to replace the cable to our house on Tuesday. I was advised someone would follow to link us to the internet later that day. Of course, no one pitched up. On Wednesday I again took to putting my criticism and complaint on their Facebook page. Again a Vumatel technician arrived, attempted to link us to the internet, and I was advised that there seemed to be a further issue elsewhere. I got no firm indication when the further issues would be investigated and resolved. So today is 17 May and there is still no fibre internet access. In the meantime I've spent R1600 on a Cell C LTE router and prepaid data. That works!

In one of my online chats, I was advised to personally chase up Vumatel, yet my contract is with Webafrica. So no, I would not chase up Vumatel. This is Webafrica's task. That is why we pay Webafrica. I do not have the clout that Webafrica would have over Vumatel.

So why have I brought my complaint to Hello Peter? Yesterday, my daughter asked me if I had any further updates on the issue. I opened Facebook to show her the direct messages from Webafrica, and would you believe it, Webafrica have blocked my access to Facebook. I only have read access. I cannot even see direct message exchange with Webafrica! Really Webafrica? TO PREVENT YOURSELF FROM BEING EMBARRASSED IN PUBLIC, YOU CENSOR YOUR CUSTOMERS!!! REALLY? Does your Managing Director know that you censor your customers or is he perhaps complicit in this too?

So as things stand now - we have no internet access and Webafrica have blocked my Facebook access and I have no indication when we'll be back on. Well done!

"EFFING FAST INTERNET." and "INTERNET ACCESS MADE EASY WHAT DO WE DO? WE GET YOU ONLINE, CHOP CHOP."

Those are among your taglines. I think not! The only chop chop I got was my Facebook access and of course my internet access.