Webafrica LTE Nightmare

Webafrica LTE nightmare. I urge the public to do your research on LTE with Webafrica before signing up, something I failed to do.

The after sales support is the worst I've had to deal with. I signed up for the 100GB + 100GB package thinking this is going to be the most amazing internet ever. Received the LTE router, waited 24 hours for them to activate it then yay Blue Light. The speed was amazing. Now I generally use the internet at night as I work all day, and for some strange reason, on the fourth day I get a screen "Telkom out of bundle"... What, how could this be? I just received the router 4 days ago. It's only the 15th of the month by the way. Called Webafrica support and asked where can I see the data usage and what's remaining, and where can I see what I used during the day and what is the night-time surfer usage? They sent me to the usage page where a small graph showed nothing for the days, I had the 4 days that I had the internet but said to click on the data tracker link, which I did. It took me to a Telkom screen where it shows the account subscription type, LTE sim number, the name it's registered to, balance, then under that a bundles section. Firstly, the account says it’s a SmartBrourdband Wireless 50GB, the name is registered to is another company (not me), balance is blank, and the bundles shows info for the next month with expiry dates and figures that make no sense. Then the support tickets start going back and forth, explaining what I see and that I can't see anything relevant to my account. I had no choice but to top up the account and asked where do I find the R2.65 per GB you displayed on your advertising. Low and behold, there was extra info with regards to the LTE right at the bottom of the screen, which trusts me, nobody that sees this "amazing" LTE deal, would scroll all the way down to read. The @ R2.65 per GB top-up was only if you were topping up with 200GB. What!!! Who in the right mind would spend that to top-up? I was told that the smallest package is 10GB at a much higher price than R2.65. "Lord give me strength"... I'm forced to buy 10GB when all I want is 1 or 2 as I’m hardly home to use the internet. At this point, I still have no info or stats on how or where the data was used. How much data was "pro-rata" to me being the middle of the month? So, I said to myself, self… it’s fine, let's take the plunge and go for a 40GB top-up, that should last me ages right. Wrong... After doing the top up, nothing happened. Still getting the Telkom out of bundle screen. This was probably my 4th call not to Webafrica using my own airtime. I spoke with a technician called Cecil Nojaja. He was helpful but didn't know much about the LTE packages and kept saying it was a new service and had to keep putting me on hold so he could ask his colleagues for support. Still using my own airtime btw. He then finally said that there is something wrong with the intergrating of Telkom into Webafrica and the usage is not fully functional including the top up system, but they have received an email about my top up and will attend to it manually with the others in the queue. I asked a lot of questions regarding the LTE service which to date still have no answers. So now the waiting game for the top up. I resigned to the fact that I'd probably not have internet that day. Next day, yay, blue light, internet!!! Log onto the Webafrica client portal, click data usage, and what is all these blue lines now that I see, is this usage stats??? According to Webafrica, this is. But how can this high usage on days be correct when I’m not at home. 24GB on the first day I got the router... how i was waiting for activation, 24GB 2 days late and so on. In total 80GB in 4 days. Then I see usage on the day I had no internet but the Telkom Out of Bundle screen. 40GB used in one day. the next couple of days it's 4GB, 3GB, 11GB and 14GB....then by some miraculous intervention of possibly 15 calls to Webafrica, I see the usage start to be 1GB, 950mb, 761mb, 255mb... all very low figures. Now that’s more like it as I am at work during the day. So, I continued to email Cecil, support, even the sales person that sold me the LTE service. Asking questions, still no answers. I get the read receipts btw to say they’ve read my emails. Then all of a sudden, I get automated replies to say I'm replying to already closed tickets. Strange, no one rep**** to me yet so why close all my tickets. This week I decided to open new tickets and still email Cecil, support, and the sales person that sold me the service. I then get a reply from a completely different person telling me to use the data tracker link on the client portal.... Really, did you even read my support ticket with detailed information and screen shots. I then took it upon myself to call Telkom for assistance. Gave them the LTE number, and was rudely told, that the number is not registered to me but a business and they can’t help me. So, I asked if it’s the company that was shown on the data tracker screen and they said yes. So no help from Telkom will work, let’s get Webafrica to correct the account so I can then get help from Telkom. Another support ticket logged separately for just updating the account, even though this was already included in the first couple of support emails with all my questions. Another random technician responds saying I must go to Telkom with my ID and prove that the account belongs to me and tell them to correct the info. Wait...what!!! You're joking right. Am I paying Telkom now for my LTE service, I’m sure I signed up with Webafrica, I mean you ricca'd everything, wanted ID, proof of address, the whole toot. I responded saying it’s ridiculous and that they will fix the account and better get a manager to call me the next day. I've even threatened to take this to my legal department, but I guess threats don't work. I'm still waiting for replies to my emails and a call from a manager. I've also resorted to cancelling the LTE service, which by the way, takes 30 days. Another month of drama... But I guess that’s a month to get everything together and seek legal advice. Here are my valid questions, maybe someone out there on the interwebs can answer: 1. How and where can I see my data usage as the link you’ve provided does not display this info? (Viewing the SMS section on the router provides little to no info, see attached screenshot) 2. Where can I see how much data I have left from the 40GB top-up done on the 18th June 2019? 3. Where can I see the breakdown between daytime usage and night owl usage after 12pm? 4. Why does the Telkom data tracker show that my LTE number/account is registered to *************? 5. What is all the info under the Bundle section with expiry dates on the Telkom data tracker? 6. Why are the top-up bundles not instant and why does Webafrica have to top-up manually? 7. Why is my LTE account listed as “SmartBroadband Wireless 50GB”, when I purchased the 100GB package? 8. I’ve called Telkom and they say that the sim number for my LTE is registered to a business (***********) and therefore cannot help me or send me any usage stats. When will the account be corrected?