SM
Selby M
Active since Jul 2020
8
Reviews
0
Industries
Reviews
8 reviews1 month ago
Extremely Frustrating Fibre Move Process – No Real Support from WebAfrica
I have been a loyal WebAfrica customer for a number of years, and up until now I have had no major issues. However, trying to move my fibre service from one home to another has been one of the most frustrating customer service experiences I have ever encountered. I followed the correct process on the WebAfrica web portal and submitted my move request as required. Since then, I have been forced to rely on the WhatsApp support channel for updates. Unfortunately, the WhatsApp support system simply does not work. Each day I log onto WhatsApp to follow up. It takes up to an hour or more for an agent to respond. When someone finally does respond, I am asked to confirm all my details again, which I do. Then I am told that the agent cannot assist me and that I will be transferred to someone else. The cycle then starts all over again. This “pillar to post” process has now been repeating itself day after day. There is no direct number to call. There is no way to speak to a person and resolve the matter properly. Everything is channelled through WhatsApp, and it is clearly not efficient for urgent matters like a home fibre relocation. I have already moved into my new home and urgently need internet services. Instead, I am stuck in a loop of waiting, re-explaining, and being transferred with no clear progress or timeline. This is incredibly frustrating and unacceptable for a long-standing customer. I am exhausted from chasing this daily. I simply need someone competent to take ownership of the request and provide a clear update and installation date. WebAfrica, please assist urgently.
212 replies
19 months ago
Escalation Without Action: MTN Fails to Resolve SuperFlex Issue
Dear Hello Peter, I would like to raise a formal complaint regarding an unresolved issue with MTN's SuperFlex plan for my account (reference number REQ000005415763). It has been over 12 days since I first logged this problem on the 31st of last month, and despite my efforts to follow up by phone almost every day, no resolution has been reached. Each time I contact customer support, I am told that the issue has been escalated, but no action has been taken. I have already paid for two R299 top-ups within 15 days and yet cannot make outgoing calls, leaving me in a difficult position where I can only receive calls. I have requested an interim solution or transfer of my credit to another MTN prepay number while the issue is being resolved, but so far, no adequate response has been provided. This delay has severely impacted my ability to use the service I paid for, and I am losing confidence in MTN’s commitment to resolving the problem. I appreciate your platform's assistance in helping escalate this issue. Kind regards,
0 replies
30 months ago
Telkom Cellphone Contract Cancellation to Prepay Service Gone Awry.
To Whom It May Concern and Telkom Management, As long time Telkom customer with five active cell phone contracts I am writing to express significant frustration and seek immediate action regarding the mishandling of my cell phone contract cancellation with Telkom. My initial request, processed through Telkom's web portal, was to cancel my contract effective 31st November, with the expectation that my number would transition to a prepaid service. Contrary to this, my number was deactivated on the 1st of November, causing major disruptions in my daily activities, as this number is linked to several essential services including banking. Despite my repeated attempts to resolve this matter, contacting Telkom daily since the issue began, there has been no satisfactory progress. My observation is that the online cancellation process lacks a crucial step. There is no prompt asking what should happen to the number in question – whether to deactivate it or convert it to prepaid. This critical question is absent, and the only suggestion I receive when talking to customer service is that I should have added instructions in the comments section. This is not acceptable. Such a vital decision should not be left into comments section, it should be an integral part of the cancellation process to prevent customers from inadvertently losing their numbers. We are now entering the third week with no resolution in sight. The complexity of reactivating a number ported from another service provider is understandable, but the delay and lack of effective communication are not. The lack of response and resolution from Telkom is not only disappointing but also significantly inconvenient. This experience has not only caused personal distress but also undermines my trust in Telkom's service and commitment to its customers. I am posting this on Hello Peter to raise awareness and seek expedited attention from Telkom's management. My request is straightforward: Reactivate my number and convert it into a prepaid service as initially requested. Please refer to my ticket Ref: 75249774 for all the details. I hope this message serves as a constructive feedback for Telkom to improve its customer service and as a call for urgent action on my ongoing issue. Sincerely, Unhappy customer.
0 replies
47 months ago
Issue with fiber speed, upgrading from 200/200 to 500/500
I was migrated from BitCo to WebAfrica and the experience has been nothing but terrible. For start you cannot call any call-center and talk to anyone, the interaction is only through WhatsApp. My account shows that I am on 500/500 speed, however all the tests that I have been asked to perform shows that I am on 200/200. I logged a ticket three weeks ago and I am just being given a run around, WebAfrica pointing to MetroFibre and MetroFibre pointing to WebAfrica. Every time I follow up my ticket on WhatsApp I am told to take screenshot of the speed test, I am told to restart the ONT and my router, I am told to make sure that I run test using UTP cable connected directly to the router. On WhatsApp platform the expectation is that one needs explain the issue they have by typing, no voice notes. When you try to send a voice note on WhatsApp so you can summarise your issue, you are told that voice note is disabled, I mean really? The expectation is that everyone should type their issue rather than talk to someone? The following up of the ticket happens every second day or so and only coming from my side, no one from WebAfrica has ever called me to find out what the issue was, or if the issue is resolved. I was even advised to reconnect the supplied Zyxel router since the issue might be with my router. I have been told a number of times that my line has been re-provisioned and I should be on the right speed, I would then continue to do the speed test and again send the screenshot to show that I am still on 200/200. The normal response is that the issue has been escalated. I will then make another follow up after a day or two, I will be told the same story that my line has been re-provisioned and all is fine. The issue has been going on for three weeks since the migration from BitCo, the whole experience left me feeling extremely angry and disappointed in WebAfrica’s support service. They won’t even entertain the suggestion of a technician coming to my house to sort out the issue. Still today I am waiting for my issue to be resolved. WebAfrica ticket reference number # 58372
0 replies
59 months ago
Wow...!!! Great Service
Wow....!!!!!, what a great service, ordered UniFi Dream Machine, 9:45am yesterday morning and the device was delivered by 16:30 same day. I wasn't expecting the delivery to be that quick. It was the second time ordering form Hype, they never disappoint, wish they could expand on the product offerings.
0 replies
63 months ago
Waiting for more than four days for Funeral cover payout.
My mother in-law took funeral cover couple of years ago, now we have a bereavement in the family, she lodged her claim on the 6th February, more documentation was requested and everything was provided and captured on the system on the 8th February. Being a funeral cover one would think this should be processed with 48 hours, we have been calling the call center every day and being told that the information has been passed to claims department. This has been going on for four days. The service is appalling to say the least. How Sanlam expect the family to make funeral arrangements if it takes more than four days and counting to process a funeral cover claim is beyond me. We ask to talk to a manger or supervisor and we told they are busy or in a meeting. That's how bad the services is. Waiting for the pay out and counting..............
168 replies
69 months ago
Taking more than 4 days to provide me with PPPoE details, very bad on-boarding process.
I have been waiting for four days for my account to be activated, moving from a different ISP because of poor service, now the on-boarding process has taken me four days and counting, my line was handed over to Bitco on Friday 31st July and now its the 4th of August and still waiting. Very poor services, not sure when i will be provided with my PPPoE details. I have been sending emails everyday and keep on being told the order is being processed. I am not impressed at all. I am in a point of cancelling my order and look for another ISP.
371 replies
70 months ago
Worst service, would not recommend to anyone, not even my worst enemy.
It has been the worst experience when it comes to customer service. I decided to try Supersonic because of the price, and from day one (two months ago) the service has been pathetic to say the least. You call and hold for one hour. In my case I requested for a static IP address and a whole month went by with no static IP address provides. I would call one or twice a week, end up giving up. Cancelled the service, detailed what my issues were and mailed the cancellation. I got an auto response saying an agent will call me. A whole month went by, no one called to address my issues or ask why I cancelled the service after one month. I serviced my 30 days notice, from 22 June to 22 July. My services have been cancelled I settled the outstanding bill, however Supersonic has not released my line, meaning I can not switch over to another ISP. I work from home, my kids attend online classes now I’m offline, Supersonic is holding me hostage, I have no recourse except to report the matter to MetroFibre since Supersonic runs on MetroFibre. Me say we start a crowd fund, take up ads and shame companies like Supersonic.
159 replies
Review Distribution
5 Star
1 (12.5%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
7 (87.5%)