The WebAfrica Installation Runaround

I placed an order for Fibre on the 19th of June. The estimated 7 day installation period - as provided on the WebAfrica website - seemed to perfectly coincide with my move into a new apartment on the 1st. How wrong was I?

My order has been a continuous battle between various WebAfrica employees. I received an email from Ayesha Dhoda on the 21st of June, seeking confirmation of the name of the apartment block in which I had requested installation. I immediately responded with the name, feeling hopeful that progress was being made. After my response there was radio silence from Ayesha. I emailed again on the 25th of June to ask for an update; again, I received no response.

After being ignored by Ayesha, on the 27th of June I decided to try the call centre which is where I spoke to a seemingly helpful Melissa Titus. Melissa checked the status of my order and found that for some reason my order had just stopped being processed, and she would investigate why. I received an email from her stating that OpenServe had my address completely wrong and that she had sent an email to correct it and someone would be in touch by the close of business on Friday, the 29th. How OpenServe had the wrong address after I had confirmed the complex name and street address with Ayesha nearly a week prior, I will never know.

Coincidentally, Ayesha popped up the day after I had spoken to Melissa to inform me that she had not received an update from OpenServe regarding installation. Could this possibly be because you didn't forward the correct address to them, Ayesha? Nevertheless, she also informed me that as soon as an update was received by them she would update me. That is where Ayesha's storyline comes to an end, as I have not heard back from her ever since.

Friday the 29th - the day which Melissa stated I should receive feedback by - came and went with no call from anyone regarding my fibre order. On the very same day, I spotted an OpenServe vehicle installing someone else's fibre in my complex. Surely had my address been correctly forwarded, I would have also been joining the fibre bandwagon that day. It was not meant to be.

On the Sunday the 1st, my credit card was debited by WebAfrica. After receiving absolutely no service, I was enraged. The website clearly states that there would be no costs until you are live, yet I was charged for having to chase after WebAfrica's employees? This was absolutely ridiculous. On Monday I sent Melissa a scathing email after which Melissa was no longer Melissa but "The WebAfrica Support Team", who informed me that Openserve will 'hopefully' be in touch within the next 24-48 hours. I should have known that 'hopefully' means 'most likely not'.

Surprise surprise, nearly 72 hours have passed and I still have not received any contact. I called the call centre yet again, and I was assured that I would receive a call before end of day today as my installation was actually scheduled for yesterday. The promise of a call by the end of business on a Friday seems a bit like deja vu so I have very little hope of anything actually being done.

The service I have received is absolutely atrocious. The WebAfrica team provides absolutely no feedback which leaves you in a position in which you are constantly trying to contact anyone who has any information. Had I done some research on the level of service you receive from WebAfrica, I would most definitely have chosen a different service provider.