Really bad service just to get Fibre

Item: Webafrica
Rating: 1
Author: Hendrik S

My experience with Webafrica is bad you can't really get costumer services as they keep giving you the run around even with a reference number. Having account is also mess as they can't just relocate your services to a new address without logging a new request. They are happy to take the money but to get someone the phone to talk to does not exist. As per my conversations on what's app. it does not feel like they really care about the costumer. They also don't really keep you up to date and give feed back to you. Must say this what's app service is a joke. As per my chat posted.

[3:34 pm, 28/01/2025] Hendrik Stoltz: 0 [3:34 pm, 28/01/2025] Webafrica: 0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. 8: I need my unique referral link. [4:08 pm, 28/01/2025] Hendrik Stoltz: 4 [4:08 pm, 28/01/2025] Webafrica: Tailyn: Hi there, my name is Tailyn, how can I assist you today? [4:09 pm, 28/01/2025] Webafrica: Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform. [4:09 pm, 28/01/2025] Hendrik Stoltz: I order n line, and pay for it but we moving to n new place can you assist? [4:10 pm, 28/01/2025] Webafrica: Tailyn H.: Thank you for contacting WebAfrica Order Fulfillment Department [4:10 pm, 28/01/2025] Webafrica: Tailyn H.: So do you want to cancel the order you placed? [4:11 pm, 28/01/2025] Hendrik Stoltz: Yes as I have n new adress [4:12 pm, 28/01/2025] Webafrica: Tailyn H.: I'll be more than happy to investigate this for you. [4:12 pm, 28/01/2025] Webafrica: Tailyn H.: Before I can assist

May I have the following details 1.Name, Surname, and Email address, mobile number 2.ID number linked to the account 3. Address linked to the connection [4:14 pm, 28/01/2025] Hendrik Stoltz: Hendrik Stoltz *** *** 77Rex street Claremont [4:15 pm, 28/01/2025] Hendrik Stoltz: House that I moving to is also in Claremont [4:18 pm, 28/01/2025] Hendrik Stoltz: 34 keurhoek street montclair [4:18 pm, 28/01/2025] Webafrica: Tailyn H.: With this particular Vumatel service we unable to relocate the service, you need to do a new sign up for the new address, we will have to cancel this order and refund the money back to you. [4:19 pm, 28/01/2025] Hendrik Stoltz: Ok fine, sounds good [4:20 pm, 28/01/2025] Webafrica: Tailyn H.: I can cancel that order now for you? [4:32 pm, 28/01/2025] Hendrik Stoltz: Yes you may, will need to log a new call, to the new address [4:36 pm, 28/01/2025] Webafrica: Tailyn H.: Yes, you can sign up online or with our sales team. [4:37 pm, 28/01/2025] Hendrik Stoltz: And the refund? [4:41 pm, 28/01/2025] Webafrica: Tailyn H.: If you can place the new order, then we can just request our billing team to transfer the funds over to the new order for you. [4:42 pm, 28/01/2025] Hendrik Stoltz: Oky thanks, will place a new order... Do you have a reference for me? [4:43 pm, 28/01/2025] Webafrica: Tailyn H.: Ref#: *** [4:43 pm, 28/01/2025] Hendrik Stoltz: Thanks [4:46 pm, 28/01/2025] Webafrica: Tailyn H.: You are welcome. [5:53 pm, 28/01/2025] Webafrica: Tailyn Henkeman: Hi Hendrik Stoltz, it seems there hasn't been communication between you and our agent for some time. This chat will now be closed. If you'd still like to speak to an agent, please start a new chat session.The new agent will have a copy of your last conversation. 0 0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. 8: I need my unique referral link. Hi Hendrik, thank you for making use of our Live Chat support chat.

Our friendly bot, Willie will try to answer any questions you may have.

You may also use the following menu shortcuts (type the shortcut in bold below).

0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. 8: I need my unique referral link. 4 Thanks! We will connect you to the next available agent as soon as possible.

Need to go grab a cuppa? No problem! Just keep an ear out for when we message you on this platform. Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available. Sorry for the wait! We’re experiencing an influx of requests at the moment and working through them as fast as possible. I’ll transfer you as soon as an agent becomes available. This is taking much longer than usual. I am putting your request on high priority for an agent to get back to as soon as possible. Sit tight, we’ll get you help as soon as possible. This is taking much longer than usual. I am putting your request on high priority for an agent to get back to as soon as possible. Sit tight, we’ll get you help as soon as possible. Hi there, Willie-the-bot here...

Apologies for keeping you waiting, it seems all our agents are currently busy.

I’ve sent a request to our agents to reach out to you as soon as they’re available. Please keep an eye on your messages during our office hours.

In the meantime, perhaps I can assist? Type 0 to see the main menu. Wendy: Hi there, my name is Wendy, how can I assist you today? Wendy Vilakazi: Hi Hendrik Stoltz, it seems there hasn't been communication between you and our agent for some time. This chat will now be closed. If you'd still like to speak to an agent, please start a new chat session.The new agent will have a copy of your last conversation. 0 0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. 8: I need my unique referral link. 4 Hi there, Willie-the-bot here...

Our live chat office hours are:

Billing & Support: Monday (07:30 - 20:00) Tuesday (07:30 - 20:00) Wednesday (07:30 - 20:00) Thursday (07:30 - 20:00) Friday (07:30 - 20:00) Saturday (08:00 - 18:00) Sunday (08:00 - 18:00) Public Holiday (08:00 - 18:00)

Sales: Monday (07:00 - 18:00) Tuesday (07:00 - 18:00) Wednesday (07:00 - 18:00) Thursday (07:00 - 18:00) Friday (07:00 - 18:00) Saturday (09:00 - 15:00) Sunday (09:00 - 15:00)

On-Boarding: Monday (08:00 - 20:30) Tuesday (08:00 - 20:30) Wednesday (08:00 - 20:30) Thursday (08:00 - 20:30) Friday (08:00 - 20:30) Saturday (08:00 - 17:00) Sunday (08:00 - 13:00) Public Holiday (08:00 - 17:00)

Provisioning: Monday (08:00 - 18:00) Tuesday (08:00 - 18:00) Wednesday (08:00 - 18:00) … I’m so sorry we’ve not yet managed to get back to you.

To keep this session open if you’d still like an agent to contact you, simply type something below.

Otherwise, you can ignore this message and your session will be closed at: 2025-02-02 16:40:07 0 0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. 8: I need my unique referral link. 4 Hi there Hendrik Stoltz, thank you for getting in touch with Webafrica. You already have a pending callback with us.

Please be patient as we will connect you to an agent as soon as possible I’m so sorry we’ve not yet managed to get back to you.

To keep this session open if you’d still like an agent to contact you, simply type something below.

Otherwise, you can ignore this message and your session will be closed at: 2025-02-04 09:32:09 0 0: Main Menu. 1: Check available internet services in your area. 2: Troubleshoot your connection. 3: Check if you're affected by any outages. 4: Chat to one of our agents. 5: Get an update on your line fault. 6: Search our Knowledgebase Articles for answers. 7: Get your latest Statement emailed to you. 8: I need my unique referral link. 4 Hi there, Willie-the-bot here...

Our live chat office hours are:

Sales: Monday (07:00 - 18:00) Tuesday (07:00 - 18:00) Wednesday (07:00 - 18:00) Thursday (07:00 - 18:00) Friday (07:00 - 18:00) Saturday (09:00 - 15:00) Sunday (09:00 - 15:00)

Provisioning: Monday (08:00 - 18:00) Tuesday (08:00 - 18:00) Wednesday (08:00 - 18:00) … Tamsyn: Hi there, my name is Tamsyn, how can I assist you today? Hey, i been trying to get someone to assist me as i have moved and need Fibre at my house Tamsyn B.: Good day Hendrik, thank you for reaching out to Web Africa. Tamsyn B.: I will be happy to look into your account regarding your query. Tamsyn B.: For me to access your account please confirm your full name and surname, email address, full address, and ID number linked to the account, please. Hendrik Stoltz *** 34 Keurhoek St, Claremont, Randburg, 2092 *** Tailyn H.: Ref#: *** That was also my reference with my call i had on Saturday 28/01/2025 Tamsyn B.: Thank you for confirming the above. Tamsyn B.: Please allow me a moment to load your account. thanks Tamsyn B.: Is 34 Keurhoek St, Claremont, Randburg, 2092 your new address? yes Tamsyn B.: Thank you for confirming. Tamsyn B.: I will need you to speak to our Sales team to place an order at 34 Keurhoek St, Claremont, Randburg, 2092. Tamsyn B.: Please hold while I transfer you to them. I already paid You are being transferred to an agent, please wait while I connect you... Zoliswa: Hi there, my name is Zoliswa, how can I assist you today? Good day, i have moved houses, as i order Fibre but before it was put i need to move so the order was cancelled, but i already paid. here is my reference for my previous call Tailyn H.: Ref#: *** i was told i need to put in a new order and the payment will be transferred to the new address Zoliswa N.: may I please have your new address 34 Keurhoek St, Claremont, Randburg, 2092 which package would you like to have? Already paid for the 100mbp/s download and 5o mbp/s upload Zoliswa N.: no problem, I'll process thanks whst i the next step? Zoliswa N.: order is placed, I will transfer you back to the Provisioning department to allocate your payment, one moment please... You are being transferred to an agent, please wait while I connect you... Thanks Hi, Willie-the-bot here, I'm still trying to put you through to one of our Live Chat agents, they'll message you as soon as they're available. If however you'd prefer to cancel the Live Chat request, simply type ENDCHAT. Please see important information regarding your recent order, below. Thank you for your Vuma Reach order. To proceed and get your Fibre installed, we require you to make payment. Make payment today and stand a chance to *WIN 1 of 2 PnP vouchers worth R5000! Simply pay now via https://pay.webafrica.co.za/vumatelreach. This amount will cover you for 30 days after your Fibre line goes active. Regards WebAfrica. Mmm… this is taking a little longer than usually. Sit tight while I find an available agent for you. In the meantime, why not try find your answer in one of our KB articles: https://bit.ly/WA-KB Yushrah: Hi there, my name is Yushrah, how can I assist you today? Hey Yushrah S.: Can you please confirm the following: Full name(s), ID number, contact number, address & email address. i already paid for services, and was told that the payment will be transferred to my current address as i have moved before installation took place Hendrik Stoltz *** 34 Keurhoek St, Claremont, Randburg, 2092 *** Tailyn H.: Ref#: *** Yushrah S.: Thank you for confirming. Kindly hold. I will get back to you. Yushrah S.: Kindly confirm your serial number of your router please? i did not recieve anything yet, can you please call me nothing happened as yet... Yushrah S.: Just to confirm, you have no installation correct? yes, made the payment recieved nothing and bee battling to get things sorted out since friday Yushrah S.: Kindly forward me proof of payment so I may escalate this for you. Yushrah S.: I'm sorry to hear the above. I even gave you the reference number for the last chat i had Yushrah S.: I have escalated the payment allocation for you. I do apologise about the delay. thanks, but really this is really bad service. what is the refrence number? Yushrah S.: I would like to provide feedback regarding the process with Vuamtel. It appears that the procedure differs significantly from what we are accustomed to. As per the new guidelines, we need to place an order first, followed by payment allocation, which will then lead us to the installation stage. Please note that the installation timeframe is up to 14 days, although it often occurs much sooner. Thank you for your attention to this matter. Yushrah S.: I have escalated internally and subject I used was your order number. Please see reference: OVR-***.

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