AH
Adriaan H
1 reviews | Active since Dec 2015
04 Jul 2022, 11:22
Webafrica - Con artists and ******* - DO NOT SIGN UP WITH THEM.
I cannot believe the 'service' I received from this ISP.
I decided to sign up with webafrica fiber. I specifically told them I do not need a router or any of their equipment - and all I needed was an activation of my line. I have all the necessary equipment.
I told them not to debit me -but to give me their account details so I can pay them when I have the money. They said they cannot give me bank details. This already was highly suspicious to me. What company doesn't want to give their bank details out to receive a payment?
Regardless, to cut a long story short - they came all the way to my home to apparently get some serial number on the fiber box. I found this highly suspicious too - as I've had 2 other providers and none ever had to come in to get a serial number.
I wasn't home - but I instructed them not to replace any of my equipment.
My wife was home at the time. When I got home - she told me they had replaced our fiber box.
I immediately contacted them via their ridiculous Whatsapp chat line. They assured me there are no additional charges. I told them I want the fiber box removed immediately and my old one put back in. They said the reason they had to replace it is because they couldn't find the number on the box. This was a lie. I have a picture of the number. I took a picture of it myself. They took my fiber box with them and replaced it with their own one. Is that not theft? I still have the picture of the serial number.
When I confronted the whatsapp agent about this - they quickly changed their story. I then told them I want this service cancelled immediately. After hours on the line - eventually someone processed the cancellation. I was assured there are no costs associated with my account.
I left them. I went to another ISP and got activated within 2 days - NO PROBLEM. No nonsense. No lies. Just a professional service.
Then on 4 July I see Webafrica debited my account for the monthly fee - AFTER I CANCELLED THEIR SERVICE. I NEVER used their service EVER. They couldn't even activate the line - then they *******ly stole money from my bank account.
I contacted them immediately on whatsapp again on 5 July - and was told I would need to send statements/screenshots/etc - and eventually one agent told me that the refund would be sent for approval/denial on Monday 7 July. I was then told they do refunds on a Tuesday and Thursday. But looking on the website, it says every Friday. So who is telling the truth? You never know with Webafrica.
I am this close to opening a case of theft. If this refund is not processed this week, I will be opening a formal complaint with ICASA about Webafrica. This company should not be operating.
They are conartists and *******.
Helpful (0)
Replies (3)0
Replies (3)AH
Adriaan H's updateReviewer Update
04 Jul 2022, 12:18Apologies. Dates are incorrect.
1 July - Debit order came off.
1 July - I contact them via Whatsapp
4 July - told I would be sent for approval/denial
UPDATE - I just received a CREDIT NOTE for my account with Webafrica .... which is laughable because I do not have an account with them - they say they will credit me again when I'm debited again basically. I have to request AGAIN for the money to be refunded to my account - even though that's what I initially requested quite clearly.
1 July - Debit order came off.
1 July - I contact them via Whatsapp
4 July - told I would be sent for approval/denial
UPDATE - I just received a CREDIT NOTE for my account with Webafrica .... which is laughable because I do not have an account with them - they say they will credit me again when I'm debited again basically. I have to request AGAIN for the money to be refunded to my account - even though that's what I initially requested quite clearly.
AH
Adriaan H's update04 Jul 2022, 12:18
Reviewer Update
Apologies. Dates are incorrect.
1 July - Debit order came off.
1 July - I contact them via Whatsapp
4 July - told I would be sent for approval/denial
UPDATE - I just received a CREDIT NOTE for my account with Webafrica .... which is laughable because I do not have an account with them - they say they will credit me again when I'm debited again basically. I have to request AGAIN for the money to be refunded to my account - even though that's what I initially requested quite clearly.
1 July - Debit order came off.
1 July - I contact them via Whatsapp
4 July - told I would be sent for approval/denial
UPDATE - I just received a CREDIT NOTE for my account with Webafrica .... which is laughable because I do not have an account with them - they say they will credit me again when I'm debited again basically. I have to request AGAIN for the money to be refunded to my account - even though that's what I initially requested quite clearly.
AH
Adriaan H's updateReviewer Update
06 Jul 2022, 04:305 July - An agent (Siphesihly) lies to me and tells me I owe them nothing. Claims the credit note issued was just there to cancel out something that I already owed - and then swiftly closed the chat. Next agent (Winchestro) told me that nobody had requested a refund and they could not track the debit order that came out of my account. Another lie, because how could they issue a credit note to me if there was no debit order? Every agent has a new version of the truth.
6 July - received an email telling me they are closing my ticket as they think my issue may be resolved. I wrote them an official demand letter, telling them I will go to small claims court and report them to ICASA.
6 July - received an email telling me they are closing my ticket as they think my issue may be resolved. I wrote them an official demand letter, telling them I will go to small claims court and report them to ICASA.
AH
Adriaan H's update06 Jul 2022, 04:30
Reviewer Update
5 July - An agent (Siphesihly) lies to me and tells me I owe them nothing. Claims the credit note issued was just there to cancel out something that I already owed - and then swiftly closed the chat. Next agent (Winchestro) told me that nobody had requested a refund and they could not track the debit order that came out of my account. Another lie, because how could they issue a credit note to me if there was no debit order? Every agent has a new version of the truth.
6 July - received an email telling me they are closing my ticket as they think my issue may be resolved. I wrote them an official demand letter, telling them I will go to small claims court and report them to ICASA.
6 July - received an email telling me they are closing my ticket as they think my issue may be resolved. I wrote them an official demand letter, telling them I will go to small claims court and report them to ICASA.
AH
2022/06/13, 08:19 - This business works with other companies to manage this chat. Tap to learn more.
2022/06/13, 08:20 - Adriaan: Hi
2022/06/13, 08:20 - Web Africa: Hi, 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
*8*: I am being migrated from *Bitco* and need assistance.
2022/06/13, 08:20 - Web Africa: Hi there 🤖
2022/06/13, 08:20 - Adriaan: 4
2022/06/13, 08:20 - Web Africa: Before I put you through to an agent, can I please have your name?
2022/06/13, 08:21 - Adriaan: Adriaan
2022/06/13, 08:21 - Web Africa: Thanks, can I also please have your email address?
2022/06/13, 08:21 - Adriaan: ***
2022/06/13, 08:21 - Web Africa: Thanks Adriaan. Please choose the appropriate option below so that we may direct your chat to the correct department.
*1*: I have a billing enquiry.
*2*: I've received all the components necessary to go online but need help setting them up.
*3*: I need an update on my order, delivery or installation.
*4*: I want to order a service.
*5*: I have a connection/speed issue and need assistance.
2022/06/13, 08:21 - Adriaan: 4
2022/06/13, 08:22 - Web Africa: Hi there Adriaan, 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.
2022/06/13, 08:22 - Web Africa: *Leon*: Hi there, my name is Leon, how can I assist you today?
2022/06/13, 08:22 - Adriaan: Hi enquiring about packages
2022/06/13, 08:22 - Adriaan: The r749 50/50
2022/06/13, 08:22 - Adriaan: Does that price remain same
2022/06/13, 08:28 - Adriaan: ??
2022/06/13, 08:37 - Adriaan: Hello
2022/06/13, 08:37 - Web Africa: *Leon*: Kindly provide me with your full home address, cellphone number and email address
2022/06/13, 08:38 - Adriaan: 21 Searle street Lansdowne, CT. ***, ***
2022/06/13, 08:39 - Web Africa: *Leon*: I tried calling you
2022/06/13, 08:39 - Adriaan: At work. Cannot answer
2022/06/13, 08:41 - Web Africa: *Leon*: What time can I give you a ring?
2022/06/13, 08:41 - Adriaan: Pls explain how this works. Thanks
2022/06/13, 08:45 - Adriaan: ?
2022/06/13, 08:54 - Web Africa: *Leon*: Kindly click on the link below to see how it works.
https://www.webafrica.co.za/fibre/
2022/06/13, 09:01 - Adriaan: please refer me to your manager
2022/06/13, 09:01 - Adriaan: Thanks
2022/06/13, 09:27 - Web Africa: You are being *transferred* to an agent, please wait while I connect you...
2022/06/13, 09:27 - Web Africa: *Kamogelo*: Hi there, my name is Kamogelo, how can I assist you today?
2022/06/13, 09:28 - Adriaan: Hi I hope you will assist better than last agent. I'm at work, so no phonecalls pls. I am interested in r549 package. Just want to know of any fees upfront etc
2022/06/13, 09:28 - Adriaan: I have my own router and fibre installed
2022/06/13, 09:29 - Web Africa: *Kamogelo*: Please provide me with your full address so I can check
2022/06/13, 09:32 - Web Africa:
These are Vumatel fibre options availabe in your area,please note the prices that are scratched out do apply after three months the prices that are not are the promotion prices for the first three months.Once we process your order there is an upfront fee you pay of R249 for the delivery of the free router and R499 for the activation fee .Should you wish to cancel your agreement with us within 12 months of being with webafrica there will be a clawback fee of R1736 but should you cancel after 12 months it will not apply and the only thing you will have to do is return the router.
2022/06/13, 09:33 - Adriaan: OK thanks. I don't need a router
2022/06/13, 09:33 - Adriaan: So does that mean I only pay r499 activation?
2022/06/13, 09:34 - Web Africa: *Kamogelo*: yes you will only pay R***/06/13, 09:35 - Adriaan: OK can i get the r549 package month to month please. So as soon as I pay the 499, it will be active?
2022/06/13, 09:35 - Web Africa: *Kamogelo*: since you cannot take calls please send me your email address so I can email you the application form so you can fill it in
2022/06/13, 09:36 - Adriaan: ***
2022/06/13, 09:37 - Web Africa: *Kamogelo*: activation within a day or two
2022/06/13, 09:40 - Adriaan: Ok thank you
2022/06/13, 09:41 - Adriaan: Is it easier to phone to do application
2022/06/13, 09:42 - Web Africa: *Kamogelo*: I just sent the form
2022/06/13, 09:44 - Adriaan: Ok
2022/06/13, 09:45 - Web Africa: *Kamogelo*: please fill it in and send it back
2022/06/13, 09:49 - Adriaan: OK I sent back
2022/06/13, 09:54 - Web Africa: *Kamogelo*: Thank you, please let me know when you are able to take calls as I need to read you the billing mandate
2022/06/13, 09:54 - Adriaan: OK you can call in 10mins
2022/06/13, 09:56 - Web Africa: *Kamogelo*: okay will do
2022/06/13, 10:00 - Adriaan: Sorry pls call 10.10am just wrapping up something
2022/06/13, 10:02 - Web Africa: *Kamogelo*: No problem
2022/06/13, 10:08 - Adriaan: You can phone.
2022/06/13, 10:20 - Web Africa: *Kamogelo*: so sorry about that, can I still call?
2022/06/13, 10:20 - Adriaan: Yes thanks
2022/06/13, 10:22 - Web Africa: *Kamogelo*: will do
2022/06/13, 10:36 - Adriaan: Which account must I pay r499 into?
2022/06/13, 10:38 - Web Africa: *Kamogelo*: It will be debited with the next 48 hours
2022/06/13, 10:41 - Adriaan: OK I can't pay it in? I need to put money I'm that account still.
2022/06/13, 10:43 - Web Africa: *Kamogelo*: unfortunately not sir,hence we take 48hrs to debit
2022/06/13, 10:45 - Adriaan: Ok
2022/06/13, 10:47 - Web Africa: *Kamogelo*: if theres nothing else please end the chat by typing 'end chat'
2022/06/13, 10:48 - Adriaan: Thank you for your great service
2022/06/13, 10:48 - Adriaan: End chat
2022/06/13, 10:48 - Web Africa: 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 *Kamogelo* or press *0* to return to the main menu.
2022/06/13, 10:48 - Adriaan: 2
2022/06/13, 10:48 - Web Africa: *Question 1 of 2:*
Based on your experience with Kamogelo, between 1 and 10, how likely are you to recommend Webafrica to your family and friends?
*1*: Being Unlikely
*10*: Being Extremely Likely
2022/06/13, 10:48 - Adriaan: 10
2022/06/13, 10:49 - Web Africa: *Question 2 of 2:*
Was *Kamogelo* able to resolve your issue?
*0*: No
*1*: Yes
2022/06/13, 10:50 - Adriaan: 1
2022/06/13, 10:50 - Web Africa: IMG-***3-WA0010.jpg (file attached)
Good or bad, we take your feedback seriously! Thank you for taking the time to help us improve our services. If you've got one more minute to spare, please could you share your experience on Google Reviews? We know your time is precious so we'll automatically enter you into our MacBook Air draw as a thank you!
Click here to review: https://bit.ly/WA-GReview
2022/06/13, 20:21 - Web Africa: *Order Update*
*Fibre Order Accepted by Vumatel.* We are excited to announce that Vumatel has accepted your installation request and your router is on its way. *What you need to know:* You will receive a call from Vumatel, usually within 5 business days, to schedule installation. *What you need to do:* Please commit to a suitable installation time. If you miss the appointment your installation may drop to the bottom of the list! If there are any delays, they will be in contact with you. We have also handed over your router to our courier partner, they will send an SMS on the morning of delivery. Should you need to change details, please do so with them directly. Even if your installation is complete, it does not mean your Fibre service is active yet. *We will inform you once the line is active,* at which point you will be able to plug in the router. *How will my billing work?* Debit order payments: https://bit.ly/WA-DO_mobi, Credit card payments: https://bit.ly/WA-CC_mobi.
2022/06/14, 03:18 - Adriaan: Hi I told agent i do not need a router and was told I only need to pay activation fee.
2022/06/14, 03:18 - Web Africa: Please choose an appropriate option from the menu 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
*8*: I am being migrated from *Bitco* and need assistance.
2022/06/14, 11:25 - Adriaan: 4
2022/06/14, 11:25 - Web Africa: 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 following up on the delivery of my router
*7*. Im not happy with the installation at my premises
*8*. My service was cancelled and Im following up on its reconnection
*9*. Other
*10*. The installer failed to pitch up for my installation
2022/06/14, 11:25 - Adriaan: 3
2022/06/14, 11:25 - Web Africa: Hi there Adriaan, 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.
2022/06/14, 11:26 - Adriaan: Hi. When I ordered this I told the agent I dont need a router and she confirmed its fine and I only need to pay activation fee. I got an SMS saying my router is being delivered. I do not need a router and won't be held liable for delivery costs associated with it. I just require activation.
2022/06/14, 11:26 - Web Africa: 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*.
2022/06/14, 12:02 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/14, 12:16 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/14, 12:20 - Adriaan: 4
2022/06/14, 12:21 - Web Africa: 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*.
2022/06/14, 12:32 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/14, 12:45 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/14, 13:00 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/14, 13:15 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/14, 13:30 - Web Africa: Hi there, Willie-the-bot here...
Sorry to have kept you waiting for so long, unfortunately it seems that all our agents are currently busy.
I have sent a request to our agents asking them to reach out to you when they’re available again. They’ll reach out via Whatsapp, so please keep an eye out for their message during our office hours. In the meantime, perhaps I can help you with your query? Type *0* to see the *main menu*.
2022/06/14, 13:30 - Web Africa: *Melissa*: Hi there, my name is Melissa, how can I assist you today?
2022/06/14, 14:08 - Web Africa: Hi Adriaan, 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.
2022/06/14, 14:08 - Web Africa: *Melissa* has ended this Live Chat session. Your reference for this session is #***. Press *0* for main menu.
2022/06/14, 15:23 - Adriaan: 0
2022/06/14, 15:24 - Web Africa: *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
*8*: I am being migrated from *Bitco* and need assistance.
2022/06/14, 15:24 - Adriaan: 4
2022/06/14, 15:24 - Web Africa: 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 following up on the delivery of my router
*7*. Im not happy with the installation at my premises
*8*. My service was cancelled and Im following up on its reconnection
*9*. Other
*10*. The installer failed to pitch up for my installation
2022/06/14, 15:24 - Adriaan: 4
2022/06/14, 15:25 - Web Africa: Hi there Adriaan, 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.
2022/06/14, 16:01 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/14, 16:16 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/14, 16:31 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/14, 16:46 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/14, 17:01 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/14, 17:16 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/14, 17:30 - Web Africa: Hi there, Willie-the-bot here...
Sorry to have kept you waiting for so long, unfortunately it seems that all our agents are currently busy.
I have sent a request to our agents asking them to reach out to you when they’re available again. They’ll reach out via Whatsapp, so please keep an eye out for their message during our office hours. In the meantime, perhaps I can help you with your query? Type *0* to see the *main menu*.
2022/06/15, 07:02 - Web Africa: I'm so sorry we've not yet managed to get back to you. I will continue to bug our agents until one of them is available to get in touch with you.
Whatsapp imposes a 24h session limit if there are no responses from your side though, so in order to *keep this session alive* and if you'd still like me to *have an agent to contact you*, please could you simply *type anything* you like below.
Otherwise, you can *ignore this message* and your session (and call back request) *will expire* at: *2022-06-15 15:25:00*
2022/06/15, 09:05 - Web Africa: *Rabia*: Hi there, my name is Rabia, how can I assist you today?
2022/06/15, 09:43 - Web Africa: Hi Adriaan, 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.
2022/06/15, 09:43 - Web Africa: *Rabia* has ended this Live Chat session. Your reference for this session is #***. Press *0* for main menu.
2022/06/15, 10:30 - Adriaan: 4
2022/06/15, 10:30 - Adriaan: 0
2022/06/15, 10:30 - Web Africa: 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 following up on the delivery of my router
*7*. Im not happy with the installation at my premises
*8*. My service was cancelled and Im following up on its reconnection
*9*. Other
*10*. The installer failed to pitch up for my installation
2022/06/15, 10:31 - Web Africa: That is not a valid option, please choose the *number* that best matches your reason for this live chat session.
2022/06/16, 17:14 - Adriaan: 0
2022/06/16, 17:14 - Web Africa: Hi Adriaan, 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
*8*: I am being migrated from *Bitco* and need assistance.
2022/06/16, 17:14 - Web Africa: *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
*8*: I am being migrated from *Bitco* and need assistance.
2022/06/16, 17:14 - Web Africa:
*Your Fibre Order has been accepted by Vumatel.*
*What you need to know:* We're super excited to announce that Vumatel has accepted your installation request and you should receive your router within the next couple of days.
Vumatel will give you a call (usually within five business days) to set up the best time to install your Fibre line. Please commit to a suitable time to meet with them. If you miss the appointment your installation may drop to the bottom of the list! We have also handed over your router to our courier partner. If there are any issues, they will be in contact with you directly.
*Do I need to do anything?*
All you need to do now is make sure you answer the installer's call (possibly from a withheld number) and stick to the agreed-upon installation date and time. Our courier will send you an SMS the morning of your router delivery. Should your details change, please contact them directly once you have received the confirmation SMS. Keep your router safe until your service is active.
*Please note:* Even if your installation is complete, it does not mean your Fibre service is active yet. We will inform you once the line is activated (after your installation), at which point you will be able to plug in the router.
*How billing works:*
Debit order payments: https://bit.ly/WA-DO_mobi
Credit card payments: https://bit.ly/WA-CC_mobi
2022/06/16, 17:14 - Adriaan: 4
2022/06/16, 17:14 - Web Africa: 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 following up on the delivery of my router
*7*. Im not happy with the installation at my premises
*8*. My service was cancelled and Im following up on its reconnection
*9*. Other
*10*. The installer failed to pitch up for my installation
2022/06/16, 17:15 - Adriaan: 4
2022/06/16, 17:15 - Web Africa: Hi there, Willie-the-bot here...
Our live chat office hours are:
*Billing & Support*:
Monday (07:00 - 21:00)
Tuesday (07:00 - 21:00)
Wednesday (07:00 - 21:00)
Thursday (07:00 - 21:00)
Friday (07:00 - 21:00)
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)
*On-Boarding*:
Monday (08:00 - 17:00)
Tuesday (08:00 - 17:00)
Wednesday (08:00 - 17:00)
Thursday (08:00 - 00:00)
Friday (08:00 - 17:00)
Saturday (08:00 - 13:00)
*Provisioning*:
Monday (07:00 - 18:00)
Tuesday (07:00 - 18:00)
Wednesday (07:00 - 20:00)
Thursday (08:00 - 17:00)
Friday (07:00 - 18:00)
Saturday (08:00 - 17:00)
Sunday (08:00 - 17:00)
Public Holiday (08:00 - 17:00)
I've taken down all your details and sent a request to our agents asking them to reach out to you as soon as they�re available again. They�ll reach out via Whatsapp, so please keep an eye out for their message during our office hours.
In the meantime, perhaps I can help you with your query? Type *0* to see the *main menu*.
2022/06/16, 17:15 - Adriaan: 0
2022/06/16, 17:15 - Web Africa: *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
*8*: I am being migrated from *Bitco* and need assistance.
2022/06/16, 17:15 - Adriaan: 4
2022/06/16, 17:16 - Web Africa: 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 following up on the delivery of my router
*7*. Im not happy with the installation at my premises
*8*. My service was cancelled and Im following up on its reconnection
*9*. Other
*10*. The installer failed to pitch up for my installation
2022/06/16, 17:16 - Adriaan: 9
2022/06/16, 17:16 - Web Africa: Hi there, Willie-the-bot here...
Our live chat office hours are:
*Billing & Support*:
Monday (07:00 - 21:00)
Tuesday (07:00 - 21:00)
Wednesday (07:00 - 21:00)
Thursday (07:00 - 21:00)
Friday (07:00 - 21:00)
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)
*On-Boarding*:
Monday (08:00 - 17:00)
Tuesday (08:00 - 17:00)
Wednesday (08:00 - 17:00)
Thursday (08:00 - 00:00)
Friday (08:00 - 17:00)
Saturday (08:00 - 13:00)
*Provisioning*:
Monday (07:00 - 18:00)
Tuesday (07:00 - 18:00)
Wednesday (07:00 - 20:00)
Thursday (08:00 - 17:00)
Friday (07:00 - 18:00)
Saturday (08:00 - 17:00)
Sunday (08:00 - 17:00)
Public Holiday (08:00 - 17:00)
I've taken down all your details and sent a request to our agents asking them to reach out to you as soon as they�re available again. They�ll reach out via Whatsapp, so please keep an eye out for their message during our office hours.
In the meantime, perhaps I can help you with your query? Type *0* to see the *main menu*.
2022/06/17, 05:46 - Adriaan: 0
2022/06/17, 05:46 - Web Africa: *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
*8*: I am being migrated from *Bitco* and need assistance.
2022/06/17, 05:46 - Adriaan: 4
2022/06/17, 05:46 - Web Africa: 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 following up on the delivery of my router
*7*. Im not happy with the installation at my premises
*8*. My service was cancelled and Im following up on its reconnection
*9*. Other
*10*. The installer failed to pitch up for my installation
2022/06/17, 05:46 - Adriaan: 4
2022/06/17, 05:47 - Web Africa: Hi there, Willie-the-bot here...
Our live chat office hours are:
*Billing & Support*:
Monday (07:00 - 21:00)
Tuesday (07:00 - 21:00)
Wednesday (07:00 - 21:00)
Thursday (07:00 - 21:00)
Friday (07:00 - 21:00)
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)
*On-Boarding*:
Monday (08:00 - 17:00)
Tuesday (08:00 - 17:00)
Wednesday (08:00 - 17:00)
Thursday (08:00 - 00:00)
Friday (08:00 - 17:00)
Saturday (08:00 - 13:00)
*Provisioning*:
Monday (07:00 - 18:00)
Tuesday (07:00 - 18:00)
Wednesday (07:00 - 20:00)
Thursday (08:00 - 17:00)
Friday (07:00 - 18:00)
Saturday (08:00 - 17:00)
Sunday (08:00 - 17:00)
Public Holiday (08:00 - 17:00)
I've taken down all your details and sent a request to our agents asking them to reach out to you as soon as they�re available again. They�ll reach out via Whatsapp, so please keep an eye out for their message during our office hours.
In the meantime, perhaps I can help you with your query? Type *0* to see the *main menu*.
2022/06/17, 08:12 - Adriaan: Hello
2022/06/17, 08:12 - Web Africa: Hi there 🤖
2022/06/17, 08:12 - Adriaan: 0
2022/06/17, 08:12 - Web Africa: *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
*8*: I am being migrated from *Bitco* and need assistance.
2022/06/17, 08:12 - Adriaan: 4
2022/06/17, 08:12 - Web Africa: 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 following up on the delivery of my router
*7*. Im not happy with the installation at my premises
*8*. My service was cancelled and Im following up on its reconnection
*9*. Other
*10*. The installer failed to pitch up for my installation
2022/06/17, 08:12 - Adriaan: 4
2022/06/17, 08:13 - Web Africa: Hi there Adriaan Hellenberg, 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.
2022/06/17, 08:23 - Adriaan: Hello
2022/06/17, 08:23 - Web Africa: 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*.
2022/06/17, 08:42 - Adriaan: Hello
2022/06/17, 08:42 - Web Africa: 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*.
2022/06/17, 08:44 - Adriaan: Hi - Please can you assist me?
2022/06/17, 08:44 - Web Africa: 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*.
2022/06/17, 08:48 - Adriaan: billing
2022/06/17, 08:48 - Web Africa: 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*.
2022/06/17, 09:00 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/17, 09:15 - Web Africa: *Courtney*: Hi there, my name is Courtney, how can I assist you today?
2022/06/17, 09:15 - Adriaan: Hi Courtney
2022/06/17, 09:15 - Adriaan: Two things I'd like to chat about
2022/06/17, 09:16 - Adriaan: 1 - I just confirmed an order with you for R549/month package. I would like to confirm that I do not need a router. This was confirmed with the sales person when I initially ordered this package on Monday/Tuesday. I have a screenshot which says I only need to pay R499 activation fee.
2022/06/17, 09:17 - Adriaan: 2 - Please can I make payment today. The R499 is in my account. I just want my line activated today please
2022/06/17, 09:17 - Adriaan: It hasn't been debited.
2022/06/17, 09:18 - Adriaan:
To pay only R***/06/17, 09:18 - Web Africa: *Courtney*: Thank you very much for holding, I apologise sincerely for the delay.
2022/06/17, 09:19 - Adriaan: No problem - thank you Courtney.
2022/06/17, 09:19 - Web Africa:
Kindly confirm the address in question
2022/06/17, 09:19 - Adriaan: Yes - that's correct
2022/06/17, 09:19 - Adriaan: 21 Searle
2022/06/17, 09:21 - Web Africa: *Courtney*: Thank you. Kindly confirm you have an existing Fibre-enabled router?
2022/06/17, 09:21 - Adriaan: I have everything that's required.
2022/06/17, 09:21 - Adriaan: I only need to be activated.
2022/06/17, 09:21 - Adriaan: Everything is plugged in and ready to go
2022/06/17, 09:21 - Web Africa: *Courtney*: An LTE router wont work with Fibre
2022/06/17, 09:22 - Adriaan: I just need the line to be activated
2022/06/17, 09:22 - Adriaan: I have the fiber and fiber router
2022/06/17, 09:22 - Adriaan: Please can I pay you and can you activate the line?
2022/06/17, 09:23 - Adriaan: I just need the account number. I can do an immediate payment right now
2022/06/17, 09:24 - Web Africa: *Courtney*: Thank you for confirming
2022/06/17, 09:24 - Web Africa: *Courtney*: The payment will be debited from your account. The debit order has failed
2022/06/17, 09:25 - Adriaan: Can I just make a payment right now
2022/06/17, 09:25 - Adriaan: so the line can be activated please
2022/06/17, 09:26 - Adriaan: I would like the line up today
2022/06/17, 09:26 - Web Africa: *Courtney*: The activation does not work that way unfortunatley
2022/06/17, 09:26 - Adriaan: Can you please make a plan.
2022/06/17, 09:26 - Adriaan: I would like to give you money.
2022/06/17, 09:26 - Web Africa: *Courtney*: The order has been sent to VUMA and they will activate the Fibre line for you
2022/06/17, 09:27 - Adriaan: Can I pay VUMA directly? I need the line up
2022/06/17, 09:27 - Web Africa:
They have tried calling you but no answer. They sent you an email can you please check for this?
2022/06/17, 09:33 - Adriaan: an email
2022/06/17, 09:33 - Web Africa: *Courtney*: Could you please email us your device's FSAN number so that we can file an activation request on your behalf?
2022/06/17, 09:33 - Adriaan: nothing received
2022/06/17, 09:33 - Adriaan: what is FSAN number
2022/06/17, 09:35 - Web Africa: *Courtney*: It's the number behind the device starting with either CXNK/FSAN
2022/06/17, 09:35 - Adriaan: is that the fibre box or fiber router
2022/06/17, 09:35 - Adriaan: ?
2022/06/17, 09:40 - Web Africa: *Courtney*: The Fibre box please
2022/06/17, 09:41 - Adriaan: ok the white fiber box
2022/06/17, 09:42 - Adriaan: ok please give me a moment.
2022/06/17, 09:42 - Web Africa:
2022/06/17, 09:42 - Web Africa:
2022/06/17, 09:43 - Web Africa: *Courtney*: I am not sure how your one may look
2022/06/17, 09:43 - Adriaan: yes - the fibre box that's on the wall, connected to the street box right?
2022/06/17, 09:43 - Adriaan: just give me a moment
2022/06/17, 09:46 - Adriaan: please stay on the line. i need about 20 minutes.
2022/06/17, 09:46 - Adriaan: i really need this done today
2022/06/17, 09:49 - Web Africa: *Courtney*: Sure I will wait
2022/06/17, 09:50 - Web Africa: *Courtney*: I can't guarantee activation today since I need to send your current equipment information to VUMA so they can process an activation order for you.
2022/06/17, 10:20 - Adriaan: ok
2022/06/17, 10:20 - Web Africa: *Courtney*: Thanks
2022/06/17, 10:21 - Adriaan: Please give me moment
2022/06/17, 10:21 - Web Africa: *Courtney*: Sure
2022/06/17, 10:23 - Adriaan: thank you
2022/06/17, 10:25 - Web Africa: *Courtney*: :)
2022/06/17, 10:25 - Adriaan: my daughter looking now for number on the box
2022/06/17, 10:26 - Adriaan: they say they don't see any numbers anywhere on the white fibre box
2022/06/17, 10:26 - Adriaan: but they checking the black fibre wifi router now
2022/06/17, 10:26 - Adriaan: zyxel router
2022/06/17, 10:27 - Web Africa: *Courtney*: We need the ONT details,not the router
2022/06/17, 10:27 - Adriaan: They say they don't see any number on the actual router.
2022/06/17, 10:27 - Adriaan: on the fibre box on wall
2022/06/17, 10:27 - Web Africa: *Courtney*: It should be on the back of the device
2022/06/17, 10:28 - Adriaan: device is stuck to the wall
2022/06/17, 10:29 - Adriaan: it can't come off
2022/06/17, 10:30 - Web Africa: *Courtney*: Ok no problem, I will submit an activation request to VUMA for them to activate your line
2022/06/17, 10:31 - Adriaan: ok thank you. it's definitely 21 Searle Street. Thank you, and how can i make the payment or what will happen?
2022/06/17, 10:31 - Adriaan: and how will i know when it's activbe?
2022/06/17, 10:32 - Web Africa: *Courtney*: Vuma will call you to confirm the ONT details. Please allow 24-72 hours to be in touch
2022/06/17, 10:33 - Adriaan: what is ONT?
2022/06/17, 10:33 - Adriaan: Can I call Vuma tel directly?
2022/06/17, 10:34 - Web Africa: *Courtney*: No they will contact you
2022/06/17, 10:35 - Web Africa: *Courtney*: The ONT is the Fibre device
2022/06/17, 10:35 - Adriaan: ok and payment?
2022/06/17, 10:37 - Web Africa: *Courtney*: The debit order will still be collected.
2022/06/17, 10:38 - Web Africa: *Courtney*: In order to request the activation we need the FSAN number unfortunately
2022/06/17, 10:49 - Adriaan: ok
2022/06/17, 10:49 - Adriaan: but how can i get it
2022/06/17, 10:49 - Adriaan: if it's stuck to the wall?
2022/06/17, 10:55 - Web Africa: *Courtney*: It's glued so it can be taken off. Or if you have the box it came in as the FSAN will be on there as well
2022/06/17, 10:55 - Adriaan: i dont have the box
2022/06/17, 10:56 - Web Africa: *Courtney*: If not, I will log an installation request to VUMA to come out and have a look at your device. Please note that this can take between 7-14 business days. They will contact you to arrange a date
2022/06/17, 10:58 - Adriaan: that's going to take too long
2022/06/17, 10:58 - Adriaan: is there no other way to do this
2022/06/17, 10:59 - Adriaan: can't vumatel confirm it their side?
2022/06/17, 10:59 - Adriaan: my address is exactly the same
2022/06/17, 10:59 - Adriaan: 21 Searle street
2022/06/17, 11:03 - Web Africa: *Courtney*: They will need the FSAN for this
2022/06/17, 11:06 - Adriaan: please log this immediately - i really need them to come asap to do this
2022/06/17, 11:06 - Adriaan: i hope this doesn't incur extra costs
2022/06/17, 11:11 - Web Africa: *Courtney*: I will log this now, one moment
2022/06/17, 11:12 - Adriaan: Thank you
2022/06/17, 11:14 - Web Africa: *Courtney*: Your reference is ISP-77***/06/17, 11:16 - Adriaan: ok
2022/06/17, 11:16 - Adriaan: so what happens now?
2022/06/17, 11:17 - Web Africa: *Courtney*: There is nothing for you to do right now. The FNO will be in touch
2022/06/17, 11:17 - Adriaan: ok
2022/06/17, 11:18 - Web Africa: *Courtney*: Is there anything else I can assist you with?
2022/06/17, 11:19 - Adriaan: no thank you
2022/06/17, 11:19 - Adriaan: so then i can pay the activation fee month end
2022/06/17, 11:19 - Web Africa: *Courtney*: My pleasure. You may type "end chat" if you're satisfied with my service today. Could you kindly, please take a minute to rate our interaction after the chat ends by kindly clicking on the link below if you have been happy with the service today and please add my name courtney as well - https://www.trustpilot.com/evaluate/www.webafrica.co.za?stars=5? Have an awesome day further, take care and stay safe 👌✨
2022/06/17, 11:19 - Adriaan: no need for it to be paid now?
2022/06/17, 11:19 - Adriaan: if it's still going to be 7-14 days
2022/06/17, 11:20 - Web Africa: *Courtney*: We will debit your account again. The payment has not got anything to do with your activation for now
2022/06/17, 11:20 - Adriaan: ok so then i can do that month end
2022/06/17, 11:21 - Web Africa: *Courtney*: I can transfer you to our Billing team if you would like to inquire on the billing process and how it wil work?
2022/06/17, 11:21 - Adriaan: thats fine sure
2022/06/17, 11:21 - Web Africa: *Courtney*: One moment please
2022/06/17, 11:21 - Web Africa: You are being *transferred* to an agent, please wait while I connect you...
2022/06/17, 11:22 - Web Africa: *Walter*: Hi there, my name is Walter, how can I assist you today?
2022/06/17, 11:22 - Adriaan: Hi.
2022/06/17, 11:22 - Adriaan: I just ordered a package with you
2022/06/17, 11:23 - Web Africa: *Walter*: Have you paid anything ?
2022/06/17, 11:23 - Adriaan: But there is going to be a delay - because my fibre box is glued to the wall. I was told by a consultant that Vumatel will have to come out to my property to get my FSAN number. I have also been told I need to have R499 for activation
2022/06/17, 11:24 - Web Africa: *Walter*: has the activation fee is 499.
2022/06/17, 11:26 - Adriaan: Yes. They say the vumatel will only come 7 to 14 days. So I will pay activation fee then
2022/06/17, 11:27 - Web Africa: *Walter*: No problem please type endchat to end the session and have a great day ahead.
2022/06/17, 11:28 - Adriaan: Please do not debit till end of month
2022/06/17, 11:28 - Adriaan: Do not want fees
2022/06/17, 11:29 - Web Africa: *Walter*: the might be cancelled by then.
2022/06/17, 11:30 - Web Africa: IMG-***7-WA0002.jpg (file attached)
2022/06/17, 11:31 - Adriaan: I Also do not need a router. I have one.
2022/06/17, 11:32 - Adriaan: This was confirmed by sales agent when I bought package
2022/06/17, 11:33 - Web Africa: *Walter*: it was charged , ill credit when it is cancelled.
2022/06/17, 11:33 - Adriaan: What do you mean canceled?
2022/06/17, 11:34 - Web Africa: *Walter*: please keep holding.
2022/06/17, 11:35 - Adriaan: Sure
2022/06/17, 11:36 - Web Africa: *Walter*: cool
2022/06/17, 12:08 - Adriaan: just checking in
2022/06/17, 12:08 - Adriaan: i don't want this service cancelled
2022/06/17, 12:08 - Adriaan: i was under impression i would pay activation this week and the service would be up
2022/06/17, 12:09 - Adriaan: but now i'm told I need the fibre box number (box is glued to wall) and technicians need to come there to get the fsan number. which can take up to 2 weeks
2022/06/17, 12:09 - Adriaan: so i have proposed I will pay the activation fee when they come to install or just before they come.
2022/06/17, 12:11 - Web Africa: *Walter*: Ill transfer to prov
2022/06/17, 12:11 - Web Africa: You are being *transferred* to an agent, please wait while I connect you...
2022/06/17, 12:15 - Adriaan: ok
2022/06/17, 12:15 - Web Africa: 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*.
2022/06/17, 13:01 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/17, 13:08 - Adriaan: hello
2022/06/17, 13:08 - Web Africa: 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*.
2022/06/17, 13:15 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/17, 13:30 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/17, 13:43 - Web Africa: *Firdows Van*: Hi there, my name is Firdows Van, how can I assist you today?
2022/06/17, 13:44 - Adriaan: Hi I don't know why Billing sent me to you.
2022/06/17, 13:44 - Adriaan: But just want to make sure my new account is not cancelled. they said it will take 7-14 days for tech to come through to my home to check the FSAN number.
2022/06/17, 13:45 - Adriaan: so I told them I'll pay for the activation once they come. and i also told them to make sure I am not charged for the router. as the sales agent confirmed I don't have to pay for it. because i have one already.
2022/06/17, 13:45 - Adriaan: Thanks
2022/06/17, 13:52 - Web Africa: *Firdows*: Thank you kindly for your patience. Please note Vumatel requires the connection fee upfront in aid of your order being processed for installation with them. This charge is app**** by Vumatel to all clients for all ISPs.
2022/06/17, 13:52 - Web Africa:
2022/06/17, 13:53 - Web Africa: *Firdows*: The debit order has returned as unpaid on which you need to speak to our billing team in aid of receive the funds or making a payment arrangement therefore. Kindly please hold as I transfer you.
2022/06/17, 13:53 - Web Africa: You are being *transferred* to an agent, please wait while I connect you...
2022/06/17, 13:54 - Adriaan: hello
2022/06/17, 13:54 - Web Africa: 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*.
2022/06/17, 13:54 - Web Africa: *Winchesro*: Hi there, my name is Winchesro, how can I assist you today?
2022/06/17, 13:54 - Adriaan: Hi i keep being transferred between billing and provisions
2022/06/17, 13:54 - Adriaan: i just want to make sure I only get debited at teh end of the month for activation
2022/06/17, 13:56 - Web Africa: *Winchesro*: Thank you, for establishing a live chat session. You are currently through to the billing department. Please be patient as an influx of live chats has streamed in, but stay online and we will attend to you
2022/06/17, 14:03 - Adriaan: Please just confirm the following: Do not debit me until 25 June 2022. The Debit amount is R499. I do not require a router - this was confirmed by sales consultant when onboarding.
2022/06/17, 14:03 - Web Africa: *Winchesro*: Hi, Thank you for reaching out to us. I can certainly check it out for you. Can you confirm your name and mobile number please?
2022/06/17, 14:03 - Adriaan: Please just confirm this information for me: Adriaan Hellenberg 21 Searle Street.
2022/06/17, 14:03 - Adriaan: ***
2022/06/17, 14:04 - Adriaan: Also a ticket has been created to send a Vumatel team to my place to get the FSAN number on box. Because the box is glued against wall.
2022/06/17, 14:06 - Adriaan: also will that FSAN number be outside on outside wall box?
2022/06/17, 14:06 - Adriaan: maybe i can just get it there?
2022/06/17, 14:06 - Web Africa: *Winchesro*: i cannot confirm this for you. The charge will go through a few days after the service is activated. you will need to speak to provisioning as they deal with activations. i can advise you that as soon as its active your account will be debited within 1-3days.
2022/06/17, 14:06 - Adriaan: ok so i only need to pay once its activated
2022/06/17, 14:06 - Adriaan: thanks
2022/06/17, 14:06 - Adriaan: and the FSAN number - is it the same as the box outside?
2022/06/17, 14:06 - Adriaan: in street
2022/06/17, 14:08 - Web Africa: *Winchesro*: i'm not sure Adriaan, thats out of my support scope i only deal with billing issues on my side. If you would like to confirm i can send you through to our tech support team o see if they can assist you?
2022/06/17, 14:10 - Adriaan: OK thanka
2022/06/17, 14:11 - Web Africa: *Winchesro*: would you like me to send you through to them?
2022/06/17, 14:12 - Adriaan: Yes
2022/06/17, 14:13 - Web Africa: *Winchesro*: đź‘Ť
2022/06/17, 14:13 - Web Africa: You are being *transferred* to an agent, please wait while I connect you...
2022/06/17, 14:13 - Web Africa: *Noluthando*: Hi there, my name is Noluthando, how can I assist you today?
2022/06/17, 14:14 - Adriaan: Pls can you tell me. The fsan number. Can o get that on street box?
2022/06/17, 14:14 - Adriaan: Can i
2022/06/17, 14:15 - Web Africa: *Noluthando*: Kindly provide email address and cellphone linked to your account
2022/06/17, 14:18 - Adriaan: ***
2022/06/17, 14:18 - Adriaan: ***
2022/06/17, 14:23 - Web Africa: *Noluthando*: Address 1 21 Searle Street
Address 2 Lansdowne
City Cape Town
State/Region Western Cape
Is this the address?
2022/06/17, 14:23 - Adriaan: Yes
2022/06/17, 14:25 - Web Africa: *Noluthando*: The account is not active .Is it a new installation?
2022/06/17, 14:25 - Adriaan: Ibhave all the equipment. New installation
2022/06/17, 14:26 - Adriaan: I just need it activated. I've been told you need fsan number on fiberbfiberbox inside my home. But its glued to wall. I'm asking if fsan number is also same on box on road
2022/06/17, 14:37 - Web Africa: *Noluthando*: The FSAN number is a serial number on the fibre box. We cannot see it on our side if it is not yet provided. It will start with 48
2022/06/17, 14:38 - Adriaan: So can I only get the number inside my house
2022/06/17, 14:40 - Adriaan: I can't get it outside?
2022/06/17, 14:42 - Web Africa: *Noluthando*: No it is on the box inside your house.
2022/06/17, 14:43 - Adriaan: Ok
2022/06/17, 14:43 - Adriaan: Can I access the fsam number using a computer that's connected to it?
2022/06/17, 14:43 - Adriaan: If so, pls tell me how
2022/06/17, 14:44 - Web Africa: *Noluthando*: There is normally a sticker on the box written S/N then a long number starting with 48.
2022/06/17, 14:52 - Adriaan: Ok
2022/06/17, 14:53 - Web Africa: *Noluthando*: Is there any other query you needed assistance with?
2022/06/17, 14:53 - Adriaan: No
2022/06/17, 14:55 - Web Africa: *Noluthando*: Please note that you will need to type End Chat to close the chat. Enjoy your day and be safe :).
2022/06/17, 14:58 - Adriaan: End chat
2022/06/17, 14:58 - Web Africa: 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 *Noluthando* or press *0* to return to the main menu.
2022/06/18, 08:46 - Web Africa: *Order Update*
*Update on Your Fibre Order:* We have received confirmation that the installation of your Fibre line has been scheduled for . *Do I need to do anything?* All you need to do is ensure you are ready for the installers on the agreed upon date/time and give them access to the premise where installation will take place. *Please note:* Your order will go back to the bottom of the queue should they be unable to access your home on the agreed upon date and time. *Remember* that just because your installation is done, it does not mean that your line is active yet. Even if you receive your Fibre username and password from Vumatel in the meantime, please first wait for confirmation from us that your line is active, before trying to connect.
2022/06/18, 09:22 - Adriaan: Doesn't say when
2022/06/18, 09:23 - Web Africa: *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
*8*: I am being migrated from *Bitco* and need assistance.
2022/06/18, 09:23 - Adriaan: 4
2022/06/18, 09:23 - Web Africa: 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 following up on the delivery of my router
*7*. Im not happy with the installation at my premises
*8*. My service was cancelled and Im following up on its reconnection
*9*. Other
*10*. The installer failed to pitch up for my installation
2022/06/18, 09:23 - Adriaan: 4
2022/06/18, 09:23 - Web Africa: Hi there Adriaan Hellenberg, 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.
2022/06/18, 09:25 - Adriaan: End chat
2022/06/18, 09:25 - Web Africa: Live Chat session ended. Your reference for this session is #***. Press *0* for main menu.
2022/06/18, 20:04 - Web Africa: *Order Update*
*Your Fibre order is still with Vumatel.* We are actively monitoring the status of your Fibre installation order, but to date, we are yet to receive confirmation from Vumatel. We have escalated the installation request to try and speed things up. As soon as they have accepted the order we will let you know via email, SMS and WhatsApp. *What you need to do:* Right now, there is absolutely nothing you need to do on your end. We will send a separate email, SMS and WhatsApp with an update as soon as we are able to. *Reminder:* 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 do not always receive updates from our Fibre Infrastructure Providers after/during installation, so the moment your installation is complete please let us know.
2022/06/19, 09:39 - Adriaan: Hello
2022/06/19, 09:39 - Web Africa: Hi Adriaan, 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
*8*: I am being migrated from *Bitco* and need assistance.
2022/06/19, 09:39 - Web Africa:
*Update: Your Fibre installation order is still with Vumatel.*
*What you need to know:*
We are actively monitoring the status of your Fibre order but to date, we are yet to receive confirmation from Vumatel. We have escalated your installation request to try and speed things up.
*Do I need to do anything?*
Right now, there is absolutely nothing you need to do on your end besides keeping your router safe until installation We will send a separate communication with an update as soon as we are able to.
*Reminder:* 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:* Even if your installation is complete, it does not mean your Fibre service is active yet. We will inform you once the line is activated (after your installation), at which point you will be able to plug in the router.
2022/06/19, 09:39 - Web Africa: Hey! 🤖
2022/06/19, 09:39 - Adriaan: 4
2022/06/19, 09:40 - Web Africa: 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 following up on the delivery of my router
*7*. Im not happy with the installation at my premises
*8*. My service was cancelled and Im following up on its reconnection
*9*. Other
*10*. The installer failed to pitch up for my installation
2022/06/19, 09:40 - Adriaan: 4
2022/06/19, 09:40 - Web Africa: Hi there Adriaan Hellenberg, 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.
2022/06/19, 09:46 - Adriaan: Hi, yesterday I received an email saying installation will happen 8am Monday morning. This morning I received a message saying an installation has not been scheduled.
2022/06/19, 09:46 - Web Africa: 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*.
2022/06/19, 09:53 - Adriaan: Hello
2022/06/19, 09:53 - Web Africa: 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*.
2022/06/19, 10:15 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/19, 10:21 - Adriaan: Hello
2022/06/19, 10:21 - Web Africa: 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*.
2022/06/19, 10:31 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/19, 10:31 - Adriaan: Hi
2022/06/19, 10:32 - Web Africa: 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*.
2022/06/19, 10:46 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/19, 10:46 - Adriaan: Hello
2022/06/19, 10:46 - Web Africa: 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*.
2022/06/19, 11:00 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/19, 11:14 - Adriaan: Hello
2022/06/19, 11:14 - Web Africa: 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*.
2022/06/19, 11:15 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/19, 11:30 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/19, 11:44 - Adriaan: Hello
2022/06/19, 11:44 - Web Africa: 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*.
2022/06/19, 11:45 - Adriaan: IMG-***9-WA0013.jpg (file attached)
2022/06/19, 11:45 - Web Africa: 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*.
2022/06/19, 11:45 - Web Africa: Hi there, Willie-the-bot here...
Sorry to have kept you waiting for so long, unfortunately it seems that all our agents are currently busy.
I have sent a request to our agents asking them to reach out to you when they’re available again. They’ll reach out via Whatsapp, so please keep an eye out for their message during our office hours. In the meantime, perhaps I can help you with your query? Type *0* to see the *main menu*.
2022/06/19, 11:45 - Adriaan: IMG-***9-WA0016.jpg (file attached)
2022/06/19, 11:46 - Web Africa: Please choose an appropriate option from the menu 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
*8*: I am being migrated from *Bitco* and need assistance.
2022/06/19, 11:46 - Adriaan: IMG-***9-WA0018.jpg (file attached)
2022/06/19, 11:46 - Web Africa: Please choose an appropriate option from the menu 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
*8*: I am being migrated from *Bitco* and need assistance.
2022/06/19, 12:02 - Adriaan: 4
2022/06/19, 12:02 - Web Africa: 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 following up on the delivery of my router
*7*. Im not happy with the installation at my premises
*8*. My service was cancelled and Im following up on its reconnection
*9*. Other
*10*. The installer failed to pitch up for my installation
2022/06/19, 12:02 - Adriaan: 4
2022/06/19, 12:02 - Web Africa: Hi there Adriaan Hellenberg, 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.
2022/06/19, 12:39 - Adriaan: Hello
2022/06/19, 12:41 - Web Africa: 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*.
2022/06/19, 12:42 - Adriaan: Hi
2022/06/19, 12:42 - Web Africa: 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*.
2022/06/19, 12:45 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/19, 13:00 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/19, 13:15 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/19, 13:30 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/19, 13:30 - Adriaan: This is ridiculous
2022/06/19, 13:30 - Web Africa: 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*.
2022/06/19, 13:45 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/19, 14:00 - Web Africa: I'm sorry its taking longer than usual to connect you to an agent. I'll keep trying...
2022/06/19, 14:15 - Web Africa: Hi there, Willie-the-bot here...
Sorry to have kept you waiting for so long, unfortunately it seems that all our agents are currently busy.
I have sent a request to our agents asking them to reach out to you when they’re available again. They’ll reach out via Whatsapp, so please keep an eye out for their message during our office hours. In the meantime, perhaps I can help you with your query? Type *0* to see the *main menu*.
2022/06/19, 15:12 - Adriaan: 0
2022/06/19, 15:12 - Web Africa: *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
*8*: I am being migrated from *Bitco* and need assistance.
2022/06/19, 15:12 - Adriaan: 4
2022/06/19, 15:12 - Web Africa: 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 following up on the delivery of my router
*7*. Im not happy with the installation at my premises
*8*. My service was cancelled and Im following up on its reconnection
*9*. Other
*10*. The installer failed to pitch up for my installation
2022/06/19, 15:12 - Adriaan: 2
2022/06/19, 15:12 - Web Africa: Hi there Adriaan Hellenberg, 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.
2022/06/19, 16:00 - Web Africa: I'm sorry its taking l
Adriaan H's updateReviewer Update
06 Jul 2022, 04:31AH
Adriaan H's update06 Jul 2022, 04:31
Reviewer Update