Webafrica – Underperformance and false promises. | ***

Webafrica – Underperformance and false promises. | *** It is with immense frustration that I draft this. I hope that a complaint in a public forum will prompt a response from Webafrica and possibly a speedy resolution and reimbur*****t for services never received. As I am working on behalf of my client and do not wish to share his name in a public forum like this, he will be known as “the client”- (to Webafrica, you should be able to retrieve all the client details from the ticket ref provided by your team). The client had a 200mb fibre line installed just over 3 months ago in her home in the Plumstead region. After installation, the client logged complaints that the line was not performing as expected and he was receiving far less than the billed 200mb. Often less than 10mb and intermittent at time. Whenever the client would attempt to reach out to Webafrica he would get one of their “helpful” bots or eventually a real human after an extremely long waiting time. Thereafter, they would ask him to jump through the standard hoops before logging a fault. However, that fault would just get pushed to open serve, then back to Webafrica stating that the line was at 200mb and the problem must be on the account or client-side. It is noted that Webafrica would not follow up with the client but rather just close the ticket or respond with instructions with technical test requirements, and then close the ticket without verifying that the issue has been resolved. Around the 31st of May 2021 the client's line moved from intermittent to not functioning at all. After about 3 months of little to no responses from Webafrica the client decided to hire an outside consultant to come in and attempt to resolve this matter (myself). After troubleshooting the connection on site, I managed to restore the line. I found that someone had used an rj11 telephone cable to connect the wireless router to the fibre router and an rj45 standard ethernet cable (the yellow one that comes with most wireless routers) from the LAN side of the AP to the fibre router. After getting the network functional I finally got through to a real person at Webafrica. I explained that the client has been having network issues since day one and that currently, I was receiving less than 10mb on this line. After the technician had me run through the standard troubleshooting steps he concluded that we need to reset the account and the wireless router. That however did not resolve the poor performance issue. The tech from Webafrica then wanted to try one of their test accounts and created a the new one that carried the same type of package as the clients (a 200mb line). After the test account was app**** to the device the connection went from an under 10mb line to just over 80mbs. This was a serious improvement, however still less than 50% of the line sold to the client. The tech agreed that this is still a problem and that we need to log a fault as there is a problem with the line and the account. After reapplying the clients account to the rougher (as the test account self-destructs after a set number of hours) we found that the line was also now around 80mbs. However, that stills means that there was a problem on the line as this was a 200mb line. While trying to insist that there still is a serious problem and that a fault still needs to be logged and investigates the line dropped. I waited for them to call back and hoped that when no call back was logged that they did not call back as they understood that there was an issue and would call the client back to arrange for a site visit from one of their technicians to further, investigate and resolve this problem. A few days later the client reported that there still has been no call from Webafrica and soon after I left the speed went back down. I placed a follow-up call with Webafrica. The consultant from Webafrica apologised and promised to stay on top of this and ensure the client gets sorted out. I waited about a week and checked in with the client. The client advised me that there has been no response from Webafrica and the line was still unbearable. I placed a call to Webafrica gain and the gentleman I spoke to listened to the complaint and could see that there was a ticket opened and that Openserve had “investigated” the matter and found that there was no issue. He apologised for the lack of response from Webafrica and said that he would: 1. follow up with the matter and ensure that it is investigated. 2. That he would get a manager to call the client back and apologise to him and schedule a time for someone to come and investigate what the account \ fibre line was not reaching its intended speed. 3. That due to the client being billed for a 200mb line and receiving an intermittent under 10mb line he would be credited for the months that has passed. However, none of this ever happened after my call last week Friday, so, I placed another call yesterday. However, I could not get through to anyone as their phone lines are always busy and send you into an infuriating loop that never ends in a real person, so I turned to the WhatsApp line. After reexplaining the entire situation to another person, I received promises that the matter will be execrated and that a manager will be calling me back asap. However, this still has not happened. My hope that complaining about how Webafrica treats its clients will prompt a response, because when you call, WhatsApp, beg, scream or plead you recite the same response. Poor service and false promises. If anyone out there has another place I can post or complain to so that I can get Webafrica to respond please let me know. My email is ***