Webafrica Has it Out For Me - Fibre Install =/

So the issue spans since 27/11/2017 when I ordered the fiber from WebAfrica. I have been with Webafrica since 2014, ADSL services and hosting and so they were my natural first decision for handling my fiber.

A week later(07/12/2017) I got the call from SADV( The fiber line installers, they just need to complete the fiber install into the apartment. Complex already has fiber), saying they are ready to schedule an install/site survey and so we began the process of going over the details of the installation and confirming everything. This is where we ran into the first issue, WebAfrica gave them wrong address. Instead of using the address information provided through the application process. They went and used my ADSL account details.

Called Webafrica support ********** 500, option 1 to correct this. They were polite and apologized and sent an emailed across to SADV to correct this. The big problem is you must start the whole order again. You can't just correct the address with SADV. At that point I said to myself ok mistakes happen, Webafrica is on it they will rectify it and I will get another call soon.

So I waited... understandable over the next week and Christmas and even the first week of January that not much would happen.

On the 09/01/2018 I called to follow up to see if there was any progress, the agent called SADV to confirm everything was still in progress and to escalate. He called back and confirmed with me. What was worrying is he confirmed my address again which slightly scarred me. =D

On the 24/01/2018..... I called in again to follow up on the progress as I still hadn't received a call from SADV. I explained the whole story again about the wrong address and starting the order again. The agent reported the SADV should have called me within the first two weeks after my first escalation 09/01/2018. I explained my worry about Webafrica's service here. I expect better service than this. At least the agent handling my ticket to phone SADV and check up on the progress of the order at a regular interval, due to the ticket being outstanding for so long. The agent then sent across an email to the manager on the SADV side. I was also promised a call from SADV before the end of the month, and that the Webafrica agent would keep an eye on the ticket now to make sure they contact me.

On the 02/02/2018 11:30:00.... I called in again... explaining I did not get the call as promised. I explained there is huge issue here. Everyone is not doing their job here. I asked for it to be escalated right away. The agent attempted to call SADV and SADV was not answering. Sooo.. she said she will send across an email and if there was no response by 13:00 then she try phone again. This is bad service, instead of getting on this issue and pestering SADV until I get the call, they give the as minimal assistance as possible.

On the 02/02/2018 13:39:00.... I called again to follow up on the 11:30:00 call. The agent I spoke to followed up on the request and provided the response, SADV is still busy with the order. This is when I finally got frustrated... That is not good enough. This is the response I have been getting from Webafrica for the last 2 months. I requested to speak to the operations manager. I was guaranteed a call in the next 24 - 48 hours. I explained there is definitely a communication issue here between the between Webafrica and SADV and no one is helping me here.

No one in Webafrica up to this point was trying to help me get my fiber here. No one was doing their due diligence and following up on order. From the initial mistake, to the long waiting time to even just get a call from SADV to schedule a site survey appointment. Why must I one be unpleasant to get service from a company. Why must I instruct the company on the way forward. Why can’t there just be diligent service from the start and an escalation to your manager once you feel the ticket has been outstanding for way too long.

Later that day, 02/02/2018 SADV finally called me and we schedule a site survey for the tomorrow 06/02/2018. They did explain a worry though in this call that they have not installed the below apartments and this could be an issue for the way they install their fiber into apartments. If they can do a direct install they will do that.

Today, 05/02/2018 I received an invoice from Webafrica for the period 05/02/2018 – 28/02/2018. They moved the application from step 2 waiting for the provider( SADV ) to stage 5 active… the fiber is active/installed. The fiber has not even been installed yet. Only a site survey tomorrow, with a slight chance of installation. So to put the cherry on the top they want to bill me for a day I definitely won’t have fiber installed. Called into Webafrica to ask why, the reason is that the router can’t be programmed unless the application process is in stage 5. Why did I have to call in to get all this information. Why did no one phone me and let me know of all of this. Why did no one take the step to get the invoice corrected before the client calls in and is like what is going on now? I understand wanting to be proactive and having everything ready but the system has an issue here that everyone is aware of but no one does anything about it.

After all this, yes Webafrica you get 1 star.

Side note, still no call from that operations manager.