Terrible line speeds, I feel ******. Terrible service, I feel dismissed.

I have been a loyal "Webafrican" since first working for the company back in 2009, despite being retrenched, and have slowly but surely watched as our line speeds and support from the ISP have slowed to an almost non-existent, dismissive crawl. At the time that I am writing this, I am unable to even load the Speedtest website, as I wanted to share the line speeds we get on our supposed 100Mbps fiber line (often these speeds reach less than 20Mbps download speeds). I would like to use this review (originally an email to retention) to provide some serious criticisms of the Webafrica service I have received, in particular over the past two years, and to give a firm reason for why I have canceled our relationship.

*I feel ******. The 100Mbps package we are on costs me just over a grand each month, but the speeds we get are dismal. When I reach out to support, I am told it's an issue on Vumatel's side, or that I need to reset our router. When I reset the router, we experience the same issues. When I reach out to Vumatel, including having their technicians check our line at our home, the readings are normal. I have also had no reporting on usage via the web portal for a few months.

*The WhatsApp service is a joke. Using the Webafrica WhatsApp service feels like using a KnowledgeBase (which I helped develop at Webafrica through article writing). There is no real human connection, nor is there the customer care I was used to when I could just phone an agent - let me state now that these interactions over the phone with support were fantastic. On top of this, I have been passed from department to department while using the WhatsApp service, often resulting in being more frustrated than I was before.

*Dismissive behaviour. I have been told on numerous occasions that I would receive a call back from support or a technician. These calls have never happened, apart from a call from Lerato in sales who attempted to retain me as a customer - however, the support call she promised didn't happen either. When attempting to cancel the service, the same agent (or one with the same name) on the WhatsApp service told me I could not cancel the service without speaking to a manager via a phone call first. I was told this phone call would happen between 24 to 48 hours. An entire week later I was still taking time to check on the WhatsApp service to find out where this caller was and why the call hadn't happened. After speaking to another support agent, Kyle, I was told this was simply not true and could cancel there and then, giving notice via WhatsApp.