Thinking of signing up with Web Africa - DONT DO IT!!!!!!!!

Until recently I always considered Telkom to be the benchmark for poor service, but that title has been relinquished to the deserving winners, Web Africa!

I would have rated them below 1 if the rating system allowed it, that is just how bad there service is!

It all started with a fiber outage on Thursday: - I contacted their "Super Duper" Whatsapp support line with its amazing 5 minute response time! What they don't tell you is that while it may take 5 minutes to be answered that also applies to every response in the conversation. In fact I averaged the response time out at around 10 mins to every Q&A in the call. After 3 hours, literally, I was no closer to a resolution. I asked the agent to call me but was told he couldn't as he had too many simultaneous whatsapp calls, which I realised when he kept asking me the same questions and confusing me with other calls. Eventually I was told that the a Brand Manager would contact me within 24-48 HOURS, or if I wanted to speak to someone I should phone their contact number. 2. So next I tried to contact their number, as suggested by the contact Agent. Over the last few days I have tried 5 times, the longest I waited was 45 minutes after giving up! I am convinced that I have a better chance of seeing bigfoot than I do of talking to an elusive technical support person. I even tried calling at exactly 8am which is their opening time and by 8:00:05 I was already being told it was a 10 minute wait time, which turned out to be 30 minutes and again I gave up. 3. I tried their "call back function" which is just there to make you feel better, as after 5 call backs I haven't received a call. 4. Oh and it is now Monday, and I am still waiting for this elusive Brand Manager to contact me. 5. Out of sheer desperation I tried their sales number and would you believe it was answered in less than 20 seconds. When I asked the agent why sales was so quick to answer and support took an hour, she said that sales had more staff :) When I scratched a bit and asked if she thought it was a poor sign that Web Africa were so quick to take your money but very slow to provide support she simply hung up.

So in conclusion, Web Africa have a funny marketing campaign, they have a good sales response time and they will make the sign-up process fairly painless, but don't be fooled this is a honey pot! When things go wrong, best of luck trying to get it resolved.

As it stands I am still down, with no sign of a resolution, and the only viable solution appears to be canceling and moving to another service provider.

In short if you are considering Web Africa I would suggest you look elsewhere for " a better connection"