WebAfrica Support Deficiencies.

WebAfrica ate an ISP who seem to know their business and are keen to register new clients on their fiber offerings which seem to be reasonable. Once you subscribe to one of their offerings, bthey ensure that they deduct the monthly subscription from your bank account every month.

The problem starts once you have a technical problem. The support desk does not answer due to an "extremely high volume of calls" so you are stuck with a WhatsApp "bot". And when you are fortunate enough to access "live" support you might as well be dealing with another bot. Problems are not registered, and no problem reference numbers are issued.

I raised a problem on Thursday afternoon at 15h30. For some reason my fibre connection was disconnected at the back end and I had no access to the internet. I was informed that the agent could do nothing and that the problem might only be resolved on Monday after the Easter weekend. No reference number was provided. On Friday I gain contacted an agent using the WhatsApp bot . My connection problem had not been registered so I had to start from scratch again. Once again I was informed that the problem was due to a SADV migration that had accidentally removed my service. Once again I was informed that the problem could only be resolved after the weekend.

I contacted SADV support and surprise, surprise, once again automatic meaningless responses that provide no resolution. However they did indicate that my SP, Webafrica had access to a support portal where the problem could be logged for attention.

Logging onto the client services application I could see that no trouble ticket had been issued.

It would seem that Webafrica do not train their support personnel properly on how to use the support infrastructure and how to register, report on and escalate clients technical problems.

My advice is - Stay away from WebAfrica.