Webafrica is a failure as an ISP
I noticed a lag in my line on Saturday 12 August I reported this on Sunday after a very unsuccesful troubleshooting on Sunday with *********** SDA 1 - i was told to restart my system two hours later, I cannot even run a speed test, again at 5pm, despite their longer hours, I get no response
Monday morning I try the support desk again at 07:00 I explicitly tell *********** SDA 2 that I have a meeting starting at 8:00 I work from home and I need my fibre to work properly me explaining I have intermittent issues, i had to reset my system again.... I tell her that it will work for 15 mins and drop AGAIN at 8:03 after the magic unplugging, I had to reset the router again and access the web configuration show the the PPP information - she says everything Seems FINE! No it seems fine but I cannot access my internet that I pay for
Then, after insisting that I am having issues, I had to plug the WAN cable directly from the ONT box to my laptop, guess what I couldnt run a speed test which is now a litmus test to see if i am connected
It is now 9am, and I say I can even open a game, or my mails and the condescending answer is.... what type of games do you play on a 20mbp line, THE GAME I PLAY EVERYDAY ON MY PHONE THAT WORKED BEFORE AND IS NOW NOT OPENING. and then the dreaded words I will log this to vodacom and we will get back to you
Backstory on this: They have logged several tickets with Vodacom that they close after 2 weeks and no service is provided - thats great Webafrica, really efficient
I call Vodacom, because the call was logged with them and Vodacom sends me back to webafrica, This time I call
They dont answer - not a suprise But SALES answer and proceeded to tell Sales how unhappy I am, and that they need to escalate this so that a SENIOR competent person can handle this
I am still waiting, thank you Sales - you are as efficient as the people answering the phones in your call centre
I then get a call from Vodacom telling me its logged to the wrong department, and this is really a webafrica issue and ......i dont want to hear it anymore
so from 15-22 August, I used data tot the value of R1100, but I have an active fibre line... right. WRONG! on 22nd i get an sms stating my ticket has been resolved
since monday I have spoken to 5 people
1. Monday Sinethemba from 3:30 till 4:01 4:01 she ghosts me after promising to give me feedback on my SR logged 2. Monday Faiza 5:55 - 6:44 Promise to call me the next day with feedback (I HAVE NOT RECEIVED ANY CALL FROM THEM) 3. Tuesday Nelisiwe 12;34 -14:00 She changed the channels on my router and everything should be working. she sends me this while I am disconnected! she ghosts me 4. Siseko, today, Running through all the troubleshoots again, having to send screenshots of what I am doing again. The case is currently logged with Vodacom - you know like the same case they logged 2 weeks ago and closed without doing anything
I hate Webafrica, you are *********** I will never ever ever ever support you or any initiative that you are involved with you are useless and I am done with you
- 2nd degree connection
- · 2nd
- CEO at Webafrica
- TODAYAlicia Jooste sent the following message at 12:50 PMView Alicia’s profileAlicia Jooste 12:50 PMWebafrica CurrentlyHi Sean
I have been a client of yours since 3 or 4 years ago.
I have to tell you beg and please and cry to you that there is something wrong with the business model you have, something is not working and it is causing reputational damage to WebAfrica
1, Cool that you have disintegrated service desks, this is really efficient because you are able to save on costs right? no, do you know the absolute disdain YOUR clients are being treated with? do you know that there is not one instance where I confidently logged an issue and knew it would be resolved. Do you know that Webafrica does not matter to them. Do you know the active measurement of a good support team and how much that counts towards client retention? I dont think you do because your support desk is a check box
2. What is the SLA between Vodacom and Webafrica, have you yourself read the contract agreement between the two companies and signed it off? Do you know the view I have of vodacom because your service desk blames them, proceeds to log a call to the wrong department at Vodacom and the ticket gets closed, without resolution. Do you know when I call vodacom to follow up on issues logged by Webafrica (not my job but my supplier couldnt give two hoots about doing theirs) I am told that you dont know your processes.
Then contacting you. Do you know i tried calling. and everyone is busy except sales. there is no escalation procedure, there is no priority checks. Do you even have an incident management system where you are able to track if there are more than 1 fault logged in an area? I am disappointed and disheartened at this level of service and you know, this is not the first time, I have been having these issues since Nov 2021. I pay for a monthly line - and for all the times that Webafrica could not help me because their support desk can never help me, I had to use Mobile data (i hope you are laughing, I am not) for this month alone i spent R1100 on data to make sure I can make my meetings
Do something about your after sale service, its stinks at the minute. invest in a specialised support desk, invest in change and incident management, invest in account managers and a retention team ....right now you are a non functioning conduit of nothing and its dismal
- 2nd degree connection
- · 2nd
- CEO at Webafrica
- TODAYAlicia Jooste sent the following message at 12:50 PMView Alicia’s profileAlicia Jooste 12:50 PMWebafrica CurrentlyHi Sean
I have been a client of yours since 3 or 4 years ago.
I have to tell you beg and please and cry to you that there is something wrong with the business model you have, something is not working and it is causing reputational damage to WebAfrica
1, Cool that you have disintegrated service desks, this is really efficient because you are able to save on costs right? no, do you know the absolute disdain YOUR clients are being treated with? do you know that there is not one instance where I confidently logged an issue and knew it would be resolved. Do you know that Webafrica does not matter to them. Do you know the active measurement of a good support team and how much that counts towards client retention? I dont think you do because your support desk is a check box
2. What is the SLA between Vodacom and Webafrica, have you yourself read the contract agreement between the two companies and signed it off? Do you know the view I have of vodacom because your service desk blames them, proceeds to log a call to the wrong department at Vodacom and the ticket gets closed, without resolution. Do you know when I call vodacom to follow up on issues logged by Webafrica (not my job but my supplier couldnt give two hoots about doing theirs) I am told that you dont know your processes.
Then contacting you. Do you know i tried calling. and everyone is busy except sales. there is no escalation procedure, there is no priority checks. Do you even have an incident management system where you are able to track if there are more than 1 fault logged in an area? I am disappointed and disheartened at this level of service and you know, this is not the first time, I have been having these issues since Nov 2021. I pay for a monthly line - and for all the times that Webafrica could not help me because their support desk can never help me, I had to use Mobile data (i hope you are laughing, I am not) for this month alone i spent R1100 on data to make sure I can make my meetings
Do something about your after sale service, its stinks at the minute. invest in a specialised support desk, invest in change and incident management, invest in account managers and a retention team ....right now you are a non functioning conduit of nothing and its dismal