Poor *********** technical staff at webafrica

Ok So in short. I am having an issue. ISP is webafrica. what a surprise. another issue with them. I have a 1gb line with them. suddenly I experience high latency issues. so, after basic troubleshooting I let the gentlemen know that listen I am in IT myself. I have done the basics. Then he states that I am not allowed to use a cable longer then 1 meter between my computer and router??? what??? wait what??? then he asks me what cable I am using. after telling him Cat6e. he says no no. Webafrica advises to only use cat5e as the cause comes from cat 6e? Dont believe me? here is the poor whatsapp support convo that has been happening attached. Plus ontop he refuses to give me his details.

Webafrica. see this? please have a technical manager call me. Or hire me to sort out your technical department. Next step is hellopeter and then ISPA.

[8:00 am, 09/08/2023] Webafrica Whatsapp: Jared: Hi there, my name is Jared, how can I assist you today? [8:00 am, 09/08/2023] Juan: Hi jared. Since last night my latency is very high on my internet. [8:01 am, 09/08/2023] Juan: Random times my speedtest will drop to 6mb sometimes its normal. [8:01 am, 09/08/2023] Juan: And playing games online where my ping is usually around 200 is now 350+ [8:02 am, 09/08/2023] Webafrica Whatsapp: Jared C.: I can certainly help with the issue at hand regarding your intermittent internet speed . I will do my best to provide you with exceptional service. [8:02 am, 09/08/2023] Webafrica Whatsapp: Jared C.: I understand how frustrating this can be, let me see what I can do to get this sorted for you. [8:02 am, 09/08/2023] Webafrica Whatsapp: Jared C.: Thank you for contacting Web Africa, Please provide me with your email address, phone number and the address linked to your account, then give me a moment to load your account and investigate your query [8:03 am, 09/08/2023] Juan: REMOVED FOR PRIVACY REASONS [8:04 am, 09/08/2023] Webafrica Whatsapp: Jared C.: Thank you for that , are you experiencing this issue on multiple devices ? [8:04 am, 09/08/2023] Juan: Yes. Three desktop pc's all wired connections [8:04 am, 09/08/2023] Juan: Even tried factory resetting the router. [8:06 am, 09/08/2023] Webafrica Whatsapp: Jared C.: Tell me , do you use a router extender ? [8:07 am, 09/08/2023] Juan: Well depends. I do have a gigabit switch connected to allow more devices to connect wired. But this issue also happend to one computer that is connected directly to the router and doesnt connect to the switch [8:08 am, 09/08/2023] Juan: By the way. I am in IT support for the national prosecuting authority of south africa. So all the basics i have already checked. I even used my cable tester to test my cat6e network cabling [8:09 am, 09/08/2023] Webafrica Whatsapp: Jared C.: So just to clarify , do you or do you not have a router range extender which you use additionally along with your wifi router ? [8:09 am, 09/08/2023] Juan: No i do not have a wifi range extender [8:10 am, 09/08/2023] Juan: I do not even use the wifi [8:12 am, 09/08/2023] Webafrica Whatsapp: Jared C.: does the connection drop over certain periods of the day ? [8:13 am, 09/08/2023] Juan: No. This was only happening last night from around 7pm. At 9pm we stopped using the internet as it was too slow. But no drops that i am aware of other then me restarting the router [8:17 am, 09/08/2023] Webafrica Whatsapp: Jared C.: So after you restarted it , was the latency issue resolved thereafter ? [8:17 am, 09/08/2023] Juan: If it was i wouldnt have contacted you would i. So no it wasnt [8:23 am, 09/08/2023] Webafrica Whatsapp: Jared C.: Can you please provide me with a speed test result using a laptop to ethernet cable connected to your router and send me the results [8:33 am, 09/08/2023] Juan: The speedtest is normal. Its the latency that is the issue [8:39 am, 09/08/2023] Webafrica Whatsapp: Jared C.: Please hold for me , I will be with you shortly [8:52 am, 09/08/2023] Juan: I am assuming you are just placing on hold until the timer runs out and the whatsapp bot automatically disconnects me from the chat [8:52 am, 09/08/2023] Juan: Because most of the support agents do that when reporting a fault [8:53 am, 09/08/2023] Juan: Please provide me with an email address or contact number. I want to escalate this matter [8:55 am, 09/08/2023] Webafrica Whatsapp: Jared C.: That is not the case, I am awaiting feedback from our critical care team as to how you could resolve your latency issue [9:19 am, 09/08/2023] Webafrica Whatsapp: Jared C.: How far is the router from you when you experience the latency issue ? [9:20 am, 09/08/2023] Juan: I dont use wifi so distnace doesnt matter [9:21 am, 09/08/2023] Juan: But maybe 6 meters [9:26 am, 09/08/2023] Webafrica Whatsapp: Jared C.: Thank you for confirming , how many ethernet cables are you running from your router [9:26 am, 09/08/2023] Webafrica Whatsapp: Jared C.: and does the issue persist on all of the devices connected via ethernet ? [9:27 am, 09/08/2023] Juan: I have told you before yes all of them [9:27 am, 09/08/2023] Juan: I told you before 3 desktop pcs [9:27 am, 09/08/2023] Juan: No laptops [9:31 am, 09/08/2023] Webafrica Whatsapp: Jared C.: Can you please send me a speed test result using speedtest.net using LAN to your router [9:32 am, 09/08/2023] Webafrica Whatsapp: Jared C.: Are you using Cat5e or Cat6 cable ? [9:35 am, 09/08/2023] Webafrica Whatsapp: Jared C.: Also the distance between your router where the LAN is connected to the device you are trying to use should be no more than 1 meter as that will cause the issue you have been experiencing [9:38 am, 09/08/2023] Juan: Do you read my messages at all????? [9:38 am, 09/08/2023] Juan: Cat6e. Distance is about 4 meters. I have tested with 2 diffirent cables same results [9:38 am, 09/08/2023] Juan: Its not a speed issue. Speed is fine it is latency [9:39 am, 09/08/2023] Juan: How the **** can you say that. A cat 5 cable can be 100meter long. Google it [9:39 am, 09/08/2023] Juan: Do you have any technical skills at all? Do you understand what a subnet is. Do you understand any network components at all? [9:40 am, 09/08/2023] Webafrica Whatsapp: Jared C.: Please kindly refrain from using foul language as I will no longer be able to assist you should you continue to speak to me in a disrespectful manner [9:41 am, 09/08/2023] Juan: I tell you what [9:42 am, 09/08/2023] Juan: Send a screenshot of this chat to your manager. And show him that you just told a client a network cable cannot be longer then 1 meter [9:42 am, 09/08/2023] Juan: Then we see what happens and whether you have a job [9:42 am, 09/08/2023] Juan: Please escalate this i want to talk to a manager. [9:43 am, 09/08/2023] Juan: I will also be posting this chat on my broadband and your facebook page of webafrica [9:44 am, 09/08/2023] Juan: Let the whole world know that suddenly a network cable cannot be more then 1 meter. [9:44 am, 09/08/2023] Juan: So your entire office is incorrectly configured as i promise you that even in your server rooms you have cables longer then 10 meters [9:49 am, 09/08/2023] Webafrica Whatsapp: Jared C.: If you have a look at what I said , I have stated that the "distance between" the LAN cable connected to your router and the device you wish to connect to should be no more than 1 meter to avoid any issues with latency as well as ensuring that you are using a cat5e cable and not cat6 cable [9:49 am, 09/08/2023] Webafrica Whatsapp: Jared C.: I would also suggest disconnecting your switch [9:50 am, 09/08/2023] Webafrica Whatsapp: Jared C.: If you would like to speak to a manager I can request it for you , they will then reach out to you via call within 24-48 hrs [9:50 am, 09/08/2023] Juan: So again the whole world is wrong. Cat 6 cable is worse then cat 5 is that what you are saying [9:50 am, 09/08/2023] Juan: So the fact that the whole world upgrades from cat 5 to cat 6 os wrong. [9:51 am, 09/08/2023] Juan: Yes i want to speak to a manager with utmost importance [9:52 am, 09/08/2023] Juan: Done. Connected straight to the router. As i have already told you above that i have done that to troubleshoot [9:52 am, 09/08/2023] Webafrica Whatsapp: Jared C.: That is not what I have said , I have advised that Cat5e is preferred and what we usually advise our clients to use [9:53 am, 09/08/2023] Webafrica Whatsapp: Jared C.: I will log the request for you [9:53 am, 09/08/2023] Juan: So it is advised to use a slower weaker older cable rather than the newer better cable? [9:54 am, 09/08/2023] Juan: Webafrica then advises clients not to use the latest best technology [9:54 am, 09/08/2023] Juan: Yes. So you are saying that if i plug in my computer to the router. To only use a 1meter cable [9:54 am, 09/08/2023] Juan: Not longer distance cable. Only 1 meter otherwise i will have latency issues [9:56 am, 09/08/2023] Juan: Boy. I must say. I did not realize my advance degree in information technology and communications. And my 15 years of experience all these years everyone was wrong and we did everything wrong. We must reinvent the world [9:56 am, 09/08/2023] Juan: Mybroadband and social media is going to have a blast with your statements jared [9:57 am, 09/08/2023] Juan: Jared. What is your full name and surname please [9:58 am, 09/08/2023] Webafrica Whatsapp: Jared C.: I understand that you may feel that way and apologize for the issue you have experienced however I am merely relaying information which has been communicated to me in attempting to assist you [9:58 am, 09/08/2023] Juan: What is your fullname and surname jared? [9:58 am, 09/08/2023] Webafrica Whatsapp: Jared C.: I am not comfortable with providing that information so unfortunately I cannot do that [9:59 am, 09/08/2023] Juan: Hahaha [9:59 am, 09/08/2023] Juan: No you are not. As that will expose you completely as ***********. So rather hide your identity [10:00 am, 09/08/2023] Juan: Man. I am going to have a blast tomorrow with your technical management [10:01 am, 09/08/2023] Juan: So you are saying that you have no idea what is going on and you are simply relaying the incompetency of the senior support or other support staff? [10:03 am, 09/08/2023] Webafrica Whatsapp: Jared C.: I am sorry that you feel that way , I have logged the request for you for a manager to reach out to you , please expect a call back within 24-48 hrs [10:03 am, 09/08/2023] Juan: I am taking this entire conversation as well and reporting you to the ISPA [10:04 am, 09/08/2023] Webafrica Whatsapp: Jared C.: That is what you are saying , I have said that I have requested assistance /feedback on how to resolve your latency issue and that is the feedback I have received to try and assist you [10:05 am, 09/08/2023] Juan: But the information that you received is that a network cable cannot be longer than 1 meter right? [10:05 am, 09/08/2023] Webafrica Whatsapp: Jared C.: Please confirm to me , are you using a VPN and do you experience the issue when using certain sites ? [10:05 am, 09/08/2023] Juan: Answer this please [10:06 am, 09/08/2023] Juan: No vpn. High latency issues only across the board [10:06 am, 09/08/2023] Juan: Do you understand what latency is? The diffirence between latency and internet speed? [10:08 am, 09/08/2023] Webafrica Whatsapp: Jared C.: I am aware , correct [10:09 am, 09/08/2023] Juan: Ok. So you understand that when browsing the speed is just fine. But when playing games the latency is high. So please assist me as a user that you take for being dumb as you state i cannot use a cable longer than 1 meter. What is this latency and why is it high. Should it be high or should it be low