Terrible service from Webafrica

Item: Webafrica
Rating: 1
Author: Arnold N

Hi, Please read conversation below. I am appalled by the service that I am getting from your staff. Even worse the senior staff members are useless. Can I please have immediate feedback on the below and a response for activation as soon as possible

Whatsapp chat below [14:53, 5/31/2021] Mweb: Hi there Arnold Narasi, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just switch your phone sound on and keep an ear out for when we message. [14:55, 5/31/2021] Mweb: Aziza: Hi there, my name is Aziza, how can I assist you today? [14:56, 5/31/2021] Arnold: Hi, i had a call from Vuma Fibre earlier to confirm Next Monday for installation but they wanted you guys to correct the address. Is this still confirmed for Monday? [14:57, 5/31/2021] Mweb: Aziza: Thank you for establishing a LiveChat session, we acknowledge your chat. We are experiencing a high volume of LiveChat requests at this moment, rest assured that we will assist you as soon as possible. We apologise for the delay and appreciate your patience. [14:58, 5/31/2021] Mweb: Aziza: Thank you for waiting [14:58, 5/31/2021] Mweb: Aziza: Could you please advise what the correct address is [15:04, 5/31/2021] Arnold: 253 Viewhaven Drive, Woodview, Phoenix [15:15, 5/31/2021] Mweb: which address is this [15:16, 5/31/2021] Arnold: Old adress [15:16, 5/31/2021] Arnold: This is incorrect [15:16, 5/31/2021] Mweb: Aziza: when did you move [15:16, 5/31/2021] Arnold: This weekend [15:19, 5/31/2021] Mweb: Aziza: Okay, we have already submitted the request to Vumatel to change the address when you spoke to my colleague today. Once this has been changed Vumatell will contact you to confirm the installation for the correct address [15:19, 5/31/2021] Arnold: K cool [15:20, 5/31/2021] Mweb: Aziza: Thank you for the chat, if you feel there is anything else I can assist you with please let me know, otherwise if you're satisfied with the resolution I've given, please end this chat session now by typing 'END CHAT'. After that, you'll be asked to rate my service - your feedback is extremely valuable to us, so please do take a minute and rate this interaction. Thank you and have an awesome day further [16:03, 5/31/2021] Mweb: Hi Arnold Narasi, it seems there has been no communication between yourself and our live chat agent for quite some time. This chat session has now expired but if you'd still like to speak to an agent again, please start a new live chat session. The new agent will have a copy of your last conversation. [16:03, 5/31/2021] Mweb: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Aziza or press 0 to return to the main menu. [08:44, 6/8/2021] Arnold: Hi [08:44, 6/8/2021] Mweb: Hi Arnold, thank you for making use of our Whatsapp 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/products in your area. 2: Troubleshoot your internet connection. 3: Check if you're affected by any network outages. 4: Get transferred to one of our agents and chat via Whatsapp. 5: Check the status of your line fault. 6: Search our Knowledgebase Articles for assistance. 7: Get your latest Statement & Invoices [08:44, 6/8/2021] Mweb: Update on Your Fibre Order

Order Placed with Vuma Reach

What you need to know

Thank you for your payment! We have placed your order with Vuma Reach to install Fibre at your premises. You will receive a call to schedule installation.

Do I need to do anything? You now just need to keep your phone handy for when the installers call to schedule installation. Rest assured, we will keep pushing to get your installation done as soon as possible and notify you should we receive any updates. They will give you a call to set up the best time to install your Fibre line. Please confirm and commit to a suitable time to meet with them. If you miss the appointment your installation may drop to the bottom of the list!

Please Note: We don’t always receive upd… [08:44, 6/8/2021] Mweb: Hey! ? [08:44, 6/8/2021] Arnold: 4 [08:44, 6/8/2021] Mweb: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I am moving homes or have moved homes and need to follow up on my order, installation or activation 2. I need to reschedule the agreed day or time for my installation 3. I recently placed an order and need assistance correcting the address 4. Im following up on my order, installation or service activation 5. Im following up on my upgrade or downgrade request 6. Im not happy with the installation at my premises 7. My installation has been completed but I have not received my wifi details by SMS 8. My service was cancelled and Im following up on its reconnection 9. Other 10. The installer failed to pitch up for my installation [08:45, 6/8/2021] Arnold: 10 [08:45, 6/8/2021] Mweb: Hi there Arnold Narasi, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just switch your phone sound on and keep an ear out for when we message. [08:45, 6/8/2021] Mweb: Melissa: Hi there, my name is Melissa, how can I assist you today? [08:46, 6/8/2021] Arnold: Hi, my fibre has been laid but im awaiting splicing to be done inside, can you follow up on that? [08:46, 6/8/2021] Mweb: Melissa: If you’re comfortable holding for just a moment, we’ll review your information and have an answer for you shortly. [08:46, 6/8/2021] Arnold: Thank you [08:49, 6/8/2021] Mweb: Melissa: Is this inquiry for the main house or the separate entrance? [08:50, 6/8/2021] Arnold: Main house, installation of fibre was donr but fibre not connected to router as the guy said that he need someone to do splicing on the inside [08:51, 6/8/2021] Mweb: Melissa: Okay so this is for the main house, am I correct? [08:51, 6/8/2021] Arnold: Yes [09:01, 6/8/2021] Mweb: Melissa: Thank you very much [09:36, 6/8/2021] Mweb: Hi Arnold Narasi, it seems there has been no communication between yourself and our live chat agent for quite some time. This chat session has now expired but if you'd still like to speak to an agent again, please start a new live chat session. The new agent will have a copy of your last conversation. [09:36, 6/8/2021] Mweb: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Melissa or press 0 to return to the main menu. [09:44, 6/8/2021] Arnold: 1 [09:44, 6/8/2021] Mweb: Let me try to reconnect you to the Live Chat agent you were chatting to, please hold a moment... [09:44, 6/8/2021] Mweb: Melissa: Hi there, my name is Melissa, how can I assist you today? [09:45, 6/8/2021] Arnold: Hi Melissa, i am still awaiting your response [09:45, 6/8/2021] Arnold: Hi, my fibre has been laid but im awaiting splicing to be done inside, can you follow up on that? [09:45, 6/8/2021] Arnold: Melissa: If you’re comfortable holding for just a moment, we’ll review your information and have an answer for you shortly. [09:45, 6/8/2021] Arnold: Thank you [09:45, 6/8/2021] Arnold: Melissa: Is this inquiry for the main house or the separate entrance? [09:45, 6/8/2021] Arnold: Main house, installation of fibre was donr but fibre not connected to router as the guy said that he need someone to do splicing on the inside [09:45, 6/8/2021] Arnold: Melissa: Okay so this is for the main house, am I correct? [09:45, 6/8/2021] Arnold: Yes [09:45, 6/8/2021] Arnold: Melissa: Thank you very much [09:55, 6/8/2021] Mweb: Melissa: please give me a few minutes i will attend to you soon. [10:23, 6/8/2021] Mweb: Melissa: Thank you for your patience, I am checking for you. [10:29, 6/8/2021] Mweb: Melissa: herewith find the ticket lodged for you ISP-484073, response time on this ticket is within 24-48 business hours,it could be done much sooner. [10:36, 6/8/2021] Arnold: Thank you [10:39, 6/8/2021] Mweb: Melissa: Is there anything else you would like for me to assist you with? [10:48, 6/8/2021] Arnold: How lobg after splicing will it take to get connected? [10:49, 6/8/2021] Mweb: Melissa: It depends on what else needs to be done, therefore we cannot provide you with an eta when this would be completed. [11:21, 6/8/2021] Mweb: Hi Arnold Narasi, it seems there has been no communication between yourself and our live chat agent for quite some time. This chat session has now expired but if you'd still like to speak to an agent again, please start a new live chat session. The new agent will have a copy of your last conversation. [11:21, 6/8/2021] Mweb: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Melissa or press 0 to return to the main menu. [11:45, 6/8/2021] Arnold: 1 [11:45, 6/8/2021] Mweb: Let me try to reconnect you to the Live Chat agent you were chatting to, please hold a moment... [11:45, 6/8/2021] Mweb: Melissa: Hi there, my name is Melissa, how can I assist you today? [11:46, 6/8/2021] Arnold: Hi Melissa, ref # is sorted thank you, just connection now [11:48, 6/8/2021] Mweb: Melissa: That is great News, Thank you for letting me know Arnold :) [11:48, 6/8/2021] Mweb: Melissa: Please type END CHAT to close this chat :) Have a lovely day Further. [11:50, 6/8/2021] Arnold: END CHAT [11:50, 6/8/2021] Mweb: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Melissa or press 0 to return to the main menu. [11:51, 6/8/2021] Arnold: 0 [11:51, 6/8/2021] Mweb: 0: Main Menu. 1: Check available internet services/products in your area. 2: Troubleshoot your internet connection. 3: Check if you're affected by any network outages. 4: Get transferred to one of our agents and chat via Whatsapp. 5: Check the status of your line fault. 6: Search our Knowledgebase Articles for assistance. 7: Get your latest Statement & Invoices [13:24, 6/8/2021] Arnold: Hi [13:24, 6/8/2021] Mweb: Hey! ? [13:25, 6/8/2021] Arnold: Can you please advise how long before i am connected and given details for my router? [13:25, 6/8/2021] Mweb: Please choose an appropriate option from the menu below.

1. I am moving homes or have moved homes and need to follow up on my order, installation or activation 2. I need to reschedule the agreed day or time for my installation 3. I recently placed an order and need assistance correcting the address 4. Im following up on my order, installation or service activation 5. Im following up on my upgrade or downgrade request 6. Im not happy with the installation at my premises 7. My installation has been completed but I have not received my wifi details by SMS 8. My service was cancelled and Im following up on its reconnection 9. Other 10. The installer failed to pitch up for my installation [13:26, 6/8/2021] Arnold: 4 [13:26, 6/8/2021] Mweb: Hi there Arnold Narasi, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just switch your phone sound on and keep an ear out for when we message. [13:35, 6/8/2021] Mweb: Kevin: Hi there, my name is Kevin, how can I assist you today? [13:37, 6/8/2021] Arnold: Hi Kevin, can you please follow up on my activation and router details, fibre is connected, im awaiting connection from ISP [13:42, 6/8/2021] Mweb: Kevin: Thank you for contacting Web Africa.Please give me one moment to load your account so that I may investigate your query. [13:45, 6/8/2021] Mweb: Kevin: Hey Arnold please see the feedback from Vuma, they are still working on your order. [13:47, 6/8/2021] Arnold: Splicing has been completed at 11.30 today [14:00, 6/8/2021] Mweb: Kevin: Vuma reach does the installation and activation, The activation can take 24/48 hours after successful installation. Once Vuma has activated they will notify you via SMS with the password. [14:35, 6/8/2021] Mweb: Hi Arnold Narasi, it seems there has been no communication between yourself and our live chat agent for quite some time. This chat session has now expired but if you'd still like to speak to an agent again, please start a new live chat session. The new agent will have a copy of your last conversation. [14:35, 6/8/2021] Mweb: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Kevin or press 0 to return to the main menu. [13:49, 6/9/2021] Arnold: Hi [13:49, 6/9/2021] Mweb: 0: Main Menu. 1: Check available internet services/products in your area. 2: Troubleshoot your internet connection. 3: Check if you're affected by any network outages. 4: Get transferred to one of our agents and chat via Whatsapp. 5: Check the status of your line fault. 6: Search our Knowledgebase Articles for assistance. 7: Get your latest Statement & Invoices [13:49, 6/9/2021] Arnold: 4 [13:49, 6/9/2021] Mweb: To help us assist you quicker, please choose one of the following reasons for this enquiry:

1. I am moving homes or have moved homes and need to follow up on my order, installation or activation 2. I need to reschedule the agreed day or time for my installation 3. I recently placed an order and need assistance correcting the address 4. Im following up on my order, installation or service activation 5. Im following up on my upgrade or downgrade request 6. Im not happy with the installation at my premises 7. My installation has been completed but I have not received my wifi details by SMS 8. My service was cancelled and Im following up on its reconnection 9. Other 10. The installer failed to pitch up for my installation [13:49, 6/9/2021] Arnold: 7 [13:49, 6/9/2021] Mweb: Hi there Arnold Narasi, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just switch your phone sound on and keep an ear out for when we message. [13:49, 6/9/2021] Mweb: Melissa: Hi there, my name is Melissa, how can I assist you today? [13:50, 6/9/2021] Arnold: Hi Melissa, im on connected from yesterday but not activated as yet, please check why [13:51, 6/9/2021] Mweb: Melissa: Thank you very much for holding, I apologise sincerely for the delay. [13:51, 6/9/2021] Mweb: Melissa: If you’re comfortable holding for just a moment, we’ll review your information and have an answer for you shortly. [13:53, 6/9/2021] Mweb: Melissa: did they manage to complete the installation yesterday? [13:53, 6/9/2021] Arnold: Yes, was ompleted at 11.30 yesterday [13:53, 6/9/2021] Arnold: Completed [13:56, 6/9/2021] Mweb: Melissa: Once installation have been completed the fibre power levels are tested and recorded to ensure the service is operating optimally. If the correct power levels are stable, then they will activate the services. Please be advise that after installation is completed it takes within 48 business hours to receive the logins, for some clients it happen much sooner and for some within the 48 hours. [13:57, 6/9/2021] Arnold: ?♂ i dont understand the delay but its pointless argueing this [13:57, 6/9/2021] Arnold: Thanks [13:58, 6/9/2021] Mweb: Melissa: Im really sorry Arnold rest assured you will get the confirmation via email to advise that your services are activated. [14:36, 6/9/2021] Mweb: Hi Arnold Narasi, it seems there has been no communication between yourself and our live chat agent for quite some time. This chat session has now expired but if you'd still like to speak to an agent again, please start a new live chat session. The new agent will have a copy of your last conversation. [14:36, 6/9/2021] Mweb: Looks like you're done, your live chat session (***) has been closed and you're back with Willie again, Press 1 to reopen chat, Press 2 to rate your experience with Melissa or press 0 to return to the main menu. [14:36, 6/9/2021] Arnold: 0 [14:36, 6/9/2021] Mweb: 0: Main Menu. 1: Check available internet services/products in your area. 2: Troubleshoot your internet connection. 3: Check if you're affected by any network outages. 4: Get transferred to one of our agents and chat via Whatsapp. 5: Check the status of your line fault. 6: Search our Knowledgebase Articles for assistance. 7: Get your latest Statement & Invoices [12:24, 6/10/2021] Arnold: Hi [12:24, 6/10/2021] Mweb: Hi, what can I do for you today? ? [12:25, 6/10/2021] Arnold: Activation [12:25, 6/10/2021] Mweb: Please choose an appropriate option from the menu below.

1. I am moving homes or have moved homes and need to follow up on my order, installation or activation 2. I need to reschedule the agreed day or time for my installation 3. I recently placed an order and need assistance correcting the address 4. Im following up on my order, installation or service activation 5. Im following up on my upgrade or downgrade request 6. Im not happy with the installation at my premises 7. My installation has been completed but I have not received my wifi details by SMS 8. My service was cancelled and Im following up on its reconnection 9. Other 10. The installer failed to pitch up for my installation [12:25, 6/10/2021] Arnold: 7 [12:25, 6/10/2021] Mweb: Hi there Arnold Narasi, thank you for getting in touch with Webafrica. We will connect you to the next available agent as soon as possible so we can get your query sorted out in a jiffy.

Need to go grab a cuppa while you wait? No problem! Just switch your phone sound on and keep an ear out for when we message. [12:25, 6/10/2021] Mweb: Arezona: Hi there, my name is Arezona, how can I assist you today? [12:26, 6/10/2021] Arnold: Hi, im awIting activation. Its been over 48 hours now. [12:27, 6/10/2021] Arnold: Awaiting [12:29, 6/10/2021] Mweb: Arezona: Thank you, for establishing a live chat session we acknowledge you. Please be patient as an influx of live chats has streamed in, but stay online and we will attend to you. [12:37, 6/10/2021] Arnold: Hi, can you please provide me with a contact number for me to follow up on activation. I am growing impatient on service now and need to understand what the delay is [12:39, 6/10/2021] Mweb: Arezona: This is what Vumatel told us: client has moved from here , he will place new order with ISP [12:40, 6/10/2021] Arnold: I am confused, pkease explain [12:41, 6/10/2021] Arnold: Please [12:45, 6/10/2021] Mweb: Arezona: You still at the same premises you haven't moved? [12:47, 6/10/2021] Arnold: Installation was done at my premises in 253 Viewhaven drive. What is the confusion? [12:47, 6/10/2021] Arnold: Woodview [12:51, 6/10/2021] Mweb: why do we have this address on the order? [12:52, 6/10/2021] Arnold: This was corrected last week with you guys [12:52, 6/10/2021] Arnold: Melissa: herewith find the ticket lodged for you ISP-484073, response time on this ticket is within 24-48 business hours,it could be done much sooner. [12:52, 6/10/2021] Mweb: Arezona: I checked previous chats who sorted it? [12:53, 6/10/2021] Mweb: Service Notice

Hi Arnold, we noticed you're currently in our call queue. For much faster assistance try WhatsApp to check your order/service status, troubleshoot your connection, speak to a live chat agent and much more. Type 0 now to view our Menu and get started. [12:53, 6/10/2021] Mweb: Arezona: She only asked them to activate you however they saying that there's a different address but what is weird is that you said they installed at your premises? [12:53, 6/10/2021] Arnold: Exactly [12:54, 6/10/2021] Arnold: This is ridiculous [12:54, 6/10/2021] Mweb: Arezona: I will tell them you have been installed they need to activate [12:55, 6/10/2021] Arnold: How long is this going to take, i have been told 48 hours but i have passed this waiting period [12:57, 6/10/2021] Mweb: Arezona: One moment for me my apologies [13:13, 6/10/2021] Mweb: Arezona: 39 Drumhaven Place - is this your old address? have you moved? [13:14, 6/10/2021] Arnold: If you read the whatsapp msgs i confirmed that i have moved from this adress last week. I also spoke to the lady before arrangements were made for installation and confirmed this [13:15, 6/10/2021] Mweb: Arezona: So the order I picked up was for your previous address [13:17, 6/10/2021] Arnold: So where is the order for this adress and what is the delay. How did they come lay fibre here if the address was not corrected [13:18, 6/10/2021] Mweb: Arezona: You need to place an order for your new address - 253 Viewhaven drive we do not have an order for that address [13:18, 6/10/2021] Arnold: What about the payment that was already done [13:19, 6/10/2021] Mweb: Arezona: A payment was made for your previous address and you did not cancel the order you cannot continue an application on an old address [13:21, 6/10/2021] Arnold: I think you guys dont know what the hell you are doing. How was payment done for the old address but fibre connected to the new address. Why did you not ask me to do that then. I am tired of this ongoing back and forth. Please get someone senior to call me [13:23, 6/10/2021] Arnold: Are you checking order on mweb or webafrica? [13:23, 6/10/2021] Mweb: Arezona: We cannot check M web orders we are webafrica [13:24, 6/10/2021] Arnold: Please get soomeone to call me [13:24, 6/10/2021] Arnold: Someone [13:26, 6/10/2021] Mweb: Arezona: My senior advised that you need to place a new order we cannot amend addresses as you placed the order on one address and you just asked for amendment and you have not advised that you moved. [13:27, 6/10/2021] Arnold: Give me your seniors full name so that i can lodge a complaint [13:32, 6/10/2021] Arnold: Im still waiti g on details [13:35, 6/10/2021] Mweb: Arezona: This is our complaints email address: *** [13:35, 6/10/2021] Arnold: Your seniors name please [13:36, 6/10/2021] Arnold: Im still awaiting your reaponse [13:37, 6/10/2021] Arnold: Response [13:39, 6/10/2021] Arnold: Fyi, my account details are correct

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