WebAfrica Onboarding, Support & Billing

I would not recommend webafrica purely for their support and communication. Whatsapp is great for quick Q&A sessions and to resolve small issues. But for onboarding and bigger issues they need to have a dedicated person allocated to a customer that can help resolve an issue from beginning to end. My personal experience detailed below: 1. Ordered my uncapped mtn LTE on the 31st of May 2021 2. Received sim and router on 8 June 2021 3. Inserted sim and Setup router as per instructions received on the same day 4. Call received from Webafrica on 9 June 2021 asking if the connection is active and if I received an sms with the cellphone number. I informed the gentleman that I completed all the steps but the light was still red and the message upon login said Invalid APN. He indicated that I should put the sim card in a cellphone and wait for the cell number. After the call, I checked the portal and saw that the sms did come through so I noted down the cell number. I did not insert the sim into a cellphone. 5. Call received from Webafrica on 10 June 2021. The same gentleman asked if I got the number and confirmed the last 4 digits after which he asked me to recreate the APN and everything should work. I followed all the steps, but still the light was red and the invalid APN message was still there. On the same day my account was debited for the amount of the invoice for the month. 6. Another call received on 12 June 2021. The same gentleman asked me to reset the router to factory settings and try the process again. Completed this after the call. Still the same error. 7. Since there is no phone number to call, on the same day, I reached out to an agent via the whatsapp line. She rechecked all my settings via screenshots, asked me to recreate the APN and re insert the sim. I did everything she requested. Still the same error. She then said she has sent this to mtn for investigation as the APN is correct. She said that webafrica will contact me once feedback is received. 8. On 14 June 2021, the same gentleman called from Webafrica. I explained the issue and mentioned that the query was sent to Mtn. He asked me for the number again and he said everything is activated on his side. I should switch the router on and off, wait for an hour and he will call me back in an hour. He never called back! 9. On 15 June 2021 I reached out again to the agents via whatsapp for an update on the mtn query. The lady said that its active so she transferred me to the support department. The support person asked me once again to do a factory reset. I completed this. Same issue. He then requested a sim unblock and signed off for the day. 10. I was then transferred to another lady. 30 minutes had passed so I asked her to check if the sim was unblocked. She made me wait for an hour after which the chat expired. 11. I then tried for another agent who only responded on 16 June 2021. We went through all the same steps. Factory reset, remove and reinsert sim, delete and recreate apn. He then wanted me to complete a form to send to mtn. I told him i was informed that it was already sent on Saturday. He then eventually said he has escalated to mtn as urgent. He indicated that mtn will contact me directly to resolve the issue within 24-48 hours 12. On 17 June 2021 I requested an update on the mtn request. The agent asked to see apn setups and once again asked me to go through factory reset. Create apn. Update preferred network mode. I completed all this. Still no change. The last response was that this has been escalated to mtn and I need to wait another 24 hours for feedback. According to him, webafrica gets back to me when feedback is received. 13. Shortly after I ended the chat, the same gentleman called me asking if I am sorted. Before I could explain what I have been through, the call was disconnected and he never called back. Issues that are visible with this process: 1. If there was some form of audit in these chats, or if one person dealt with an issue from beginning to end, the customer would not need to repeat the issue or resolution steps with every agent she deals with. This is extremely frustrating. 2. A number to call to speak to someone as and when you are troubleshooting would be great. The gentleman would tell me to try something and then only call back the next day if I was lucky. One of the days I missed the call as I was in a meeting so there went another day. He also never called back after promising to call in an hour. And the disconnected call was never returned. 3. Quick to bill. But not so quick to resolve issues. If i ever get online in this month, my next fight is for a refund. I wonder how long this will take? 4. Does mtn get back to the customer or does mtn get back to webafrica? Please align this between your agents. 5. Some form of reference numbers for chats or escalations needs to be allocated so that we can directly query on the status of an issue. My original issue to mtn was on Saturday the 12 th but I need to still wait 24 hours from the 17th? How is that 24-48 hours? How do I even know that it was sent to Mtn? I am tempted to cancel my order and find another service provider. This is not how customers should be treated.