Rsaweb Opiniones 

i am currently having problem with their internet connection error, no help got from whatsapp and emails complains. they attract people with price but is not going to be consistent in what they saying, is worse when queries fail to be resolved, not a good choice for busy bussiness, choose something else

After a number of messages send and phone calls that keeps on being dropped, I have reported that my uploading speed is slow and it just doesn’t seem to be resolved 6 hours later.

Selling your property? My advice: **don't try to transfer your RSAWEB account to the new owner.**

What should have been a simple handover turned into weeks of being bounced between Customer Care, Technical Support, Accounts, and Logistics. I opened multiple support tickets, sent countless emails, spent hours on online chats and phone calls, and still ended up being charged for **two additional months of service (over R1,100)**.

To make matters worse, because I was travelling for work overseas, I was then threatened with an additional charge for the router because it had not yet reached their Cape Town office.

My recommendation? Simply give the required one calendar month's notice, cancel the service, return the router, and let the new owner arrange their own connection. It will save you a great deal of time, frustration, and money.

It's always ironic when a technology company with sophisticated AI, chatbots, and automated customer journeys can't streamline one of the simplest customer processes.

They close tickets because their hours close not because they actually fix the problem. Day 4 without internet with no end in sight.

Good day,

I am writing to formally escalate my complaint regarding the ongoing failure of my internet service, which has remained unresolved since May 2026 despite numerous reports and repeated assurances from RSAWEB.

Yesterday, after 17:00, I received a call from Ashwin, who advised that he would call me back with an update regarding my internet issue. It is now a new day, and I have still not received the promised call. This lack of communication is unacceptable and reflects poorly on RSAWEB's commitment to customer service.

Yesterday morning, RSAWEB technician Christian attended my property. Shortly thereafter, an Octotel technician arrived—but only because I, as the client, arranged for Octotel to attend. Before conducting any meaningful testing, Christian insisted that my router was the cause of the problem. Once the Octotel technician completed the necessary tests, it became apparent that the fault was not my router but a network/interface issue that required escalation to your NOC/Knox department.

Both technicians assured me that the issue would be resolved and that my internet connection would operate normally without lagging, buffering, or interruptions. They left just before 13:00. By approximately 15:00, the same problems had returned and have continued ever since. My internet service is still not functioning as it should.

What I find particularly unacceptable is that RSAWEB has no hesitation in suspending a customer's service when payment is not received. Yet I have paid my account in full and in advance, while RSAWEB has failed to provide the service for which I am paying. I have effectively been paying for a service that I cannot reliably use.

This issue has had a direct financial impact on me. My employment depends on a stable internet connection. If I cannot complete my work, I do not earn an income. Because RSAWEB has failed to provide the contracted service, I have been forced to purchase additional mobile data at my own expense simply to continue working. This is an expense I should never have had to incur.

Despite contacting RSAWEB repeatedly via telephone, WhatsApp, and live chat, I am continually required to repeat the same troubleshooting steps while the underlying fault remains unresolved. I have also repeatedly been encouraged to upgrade my line or replace my router, despite your own technician confirming that the fault lies on the network and not with my equipment.

I require the following without further delay:

An immediate call from Ashwin or a senior manager with a clear update and resolution plan.

A permanent resolution to the network fault.

Written confirmation of what compensation, refund, or service credit RSAWEB will provide for the prolonged service failure.

Reimbursement or consideration of the additional costs I have incurred as a direct result of having to purchase mobile data to continue working.

In terms of the Consumer Protection Act, consumers are entitled to services that are provided with reasonable care, skill, and quality. RSAWEB has been aware of this fault since May 2026. More than a reasonable opportunity has been afforded to resolve the issue, yet it remains unresolved.

Should I not receive a satisfactory response and a clear resolution within the next hour, I will proceed with escalating this matter by lodging formal complaints with, the relevant Ombudsman and regulatory authorities, and any other appropriate consumer protection bodies. I will also request that these bodies investigate RSAWEB's repeated failure to provide the contracted service, honour commitments made to customers, and adequately resolve longstanding technical faults.

I sincerely hope that this matter can still be resolved without requiring further escalation. However, my patience has been exhausted. I expect immediate action, clear communication, and the reliable service for which I have paid.

I look forward to your urgent response.

What a bad experience, I have been waiting 5 weeks for fibre wtf is going on with this company, I wish i can just cancle but they cant even do that right, ******** hate this company 😐 DONT CHOOSE RSAWEB

The line worked fine, until it didn't. Then the nightmare of trying to get a hold of a human being started (They only work online, with chats.) I assume the staff have multiple conversation at a go because response in chat is always slow. Then when you finally have someone's attention. They don't understand what you're saying or mis-read what your saying. It's just awful. And honestly not worth the little bit you're saving, rather go with a bigger brand, where both service and staff are at the same level. Very reminiscent of Telkom. They will never forget to bill you and debit your account, but will always forget to get back to you regarding a bill query.

If I could give it NO stars I would!

I have been a client of theirs for many years.
I cancelled the service only because I was moving apartments.

Then they continued to take funds the following month from my Bank Account, even though I canceled their service timeously.
It happens, I certainly do understand.

But, when I bring it to their attention, and they advise they will refund me within 3- 5 Business days, that is absolute lie.

I have sent many countless emails to their Accounts Department, and other departments requesting a refund, they don't even respond.

I would NOT do any business with them in the future.
I am sure your clients will also not do any business with them as well

I am writing to express my absolute frustration and disappointment regarding the gross mismanagement of my service cancellation.

On **30 May 2026**, I formally logged **Ticket Number 4067895** to terminate my services with RSAWeb. Following this request, I received **two separate written correspondences** from your company explicitly confirming that my services would be terminated effective **30 June 2026**.

However, I was appalled to be informed directly by Vumatel that the termination order submitted by RSAWeb incorrectly states my services are to be terminated on **5 July 2026**.

This is completely unacceptable. I did not authorize a 5 July termination date, and your failure to honor the written confirmations *you* provided me is a breach of trust and basic professional conduct. We are already mid-June, and this error leaves me exposed to unauthorized billing and service disruption.

To make matters infinitely worse, attempting to rectify this with your cancellation department has been an exercise in utter futility. Your cancellation team is perpetually "offline," and the messages I have been instructed to leave are consistently ignored. This level of customer service is not just poor; it is negligent.

I demand the following actions be taken **immediately**:

1. **Correct the Termination Date:** Rectify Ticket #4067895 immediately to reflect the originally agreed-upon and confirmed termination date of **30 June 2026**.
2. **Liaise with Vumatel:** Ensure that the correct termination instruction is formally and urgently updated with Vumatel to prevent any service or billing discrepancies.
3. **Written Confirmation:** Provide me with written confirmation that this has been actioned within **24 hours** of this email.
4. **Billing Guarantee:** Confirm in writing that no further billing will be levied against my account beyond 30 June 2026.

Consider this formal notice that if this matter is not resolved promptly and the termination date is not corrected to 30 June 2026, I will have no choice but to escalate this complaint to the **Consumer Goods and Services Ombud (CGSO)** and **ICASA** for unfair business practices and breach of the Consumer Protection Act (CPA).

I expect a prompt, competent, and definitive response. Do not direct me to leave another message on an offline chat.

My Installation was quick and immediate payment made. However the day after installation, I had no internet. I work from home and having internet is my bread and butter. I could not work for 2 days. I've only had my account for a few days and cannot get a refund and if I cancel I have to pay a fee even though I've had no internet and had to buy data for two days to work. I am still waiting for a technician.... Vumatel says contact RSA web and RSA web says it's Vumatel.....

I've just inqiured about their quotations today. Their virtual assistant, Mira, was very good. However, the first 2 agents were not helpful and he/she apologized for the inconvenience caused. Got the message just after 17h30 that another agent, third one, will assist me tomorrow. To be honest, I'm happy about the way my case was handled. Mira appears to be very caring and concerned.

When the billing team can't reconcile their own billing then it's a problem. I've been trying for 2 months to get them to resolve it. Promises to investigate and call back are not kept. As a new customer it is both disappointing and frustrating!

Latest service delivery (May'2026) hasn't been good! I've been with RSAWEB for over 6/7 years now, and since my last issue with connectivity I haven't really needed to engage with them, and that's a good thing; in my area the partnership is between RSAWEB/Octotel (FNU). Now, my latest interaction (May'2026) hasn't been what I expected from RSAWEB — Here's a brief summary: I was on a 75/75 Mbps connection, which worked optimally for my internet connectivity needs. Price increase in May from R835 to R899; I asked for a better price cause R899 is so close to the price of a 100/100 Mbps connection. First, I was offered the 100/100 Mbps connection at R955/m (website showed R954/m), then after discussion they offered it at R915/m. Cost of living is expensive, so I thought, 75/75 Mbps works just great for me, why do I need to upgrade the connection. So, I asked again for a better price on the 75/75 Mbps connection, but no luck. I'm gonna put in a wireless fibre as a back-end and then I'll migrate. For now I'm gonna downgrade with RSAWEB to 55/55 Mbps to save on cost. I just hope it's gonna be fast enough for me to work without any issues; fingers crossed.

I purchased an 200mb/200mb uncapped line from RSAWeb that arrived on the 4th of May 2026. Ever since I got this, I was complaining about slow speeds on the 5th of May 2026. Then the consultant advised that we do not have the right router when we have two fixed LTE router both working on the MTN network and after that the consultant supplied us with the APN settings knowing full well that we did not purchase a router from them and no one bothered sending us the APN settings. However, after that I thought everything would be in order until 7th May 2026 we could not connect at all we contacted RSAweb and was told that the GPS location on the system was incorrect they will update this accordingly and the time frame was 2 to 24 hours however 72 hours later we still had no connection (Now please bear in mind my husband and I are both Online Teachers) Another agent later on the 6th May 2026 asked again what the location is because there was a GPS location error but we already gave the location and pin location to the previous agent. Once again, we had to wait another 2 to 24 hours and 72 hours no service. Once again, we have lost classes and income because of this and then on the 8th of May 2026 we had to contact RSAweb again and the lady agent told me the same thing about the GPS error, and she logged a fault which clearly the other two agents failed to do or escalate this. It took the lady agent 20 minutes and the line was on, but now there is a different problem our speed is now under 2mb sometimes 0,98 and at some point I could not even do a speed test, Now we contacted them again and all I received arrogant sale agents with no respect whatsoever what happened to customer service. This is day 10 of me and husband not being able to work. I am still sitting and waiting for feedback. Now RSAweb came back and claims that MTN says that the APN is incorrect and not it was once again escalated to MTN with another timeframe of 2 - 24 hours maybe more. (It is so nice to be able to pass the buck to) They have gone from blaming our router to the APN to the GPS errors and now MTN. And the agent blatantly told me that they will not compensate me for any income lost because according to them there was no downtime. Please see images below and then advise how can an online teacher teach and bring in an income on this internet after it was told they are the best. Hard to believe.

1. do not provide service
2. charge you setup fees when you cancel your account
3. unauthorised bank account debits

RSA064773

We have been a RSA Web customer for a longer time yet when we had to change our direct debit, we encountered terrible customer service. RSA web doesn’t answer on their WhatsApp channel; several phone calls didn’t resolve it either. We 3x times filled out their web form yet still no response

We drove 30min to the Cape Town HQ and met the head of their service team. She promised that our direct debit details would be changed during the meeting. Whatever she did, it wasn’t actioned and a month later our WiFi has been disconnected

UNBELIEVABLE

We have emailed, WhatsApped, called, filled forms and even visited your Cape Town HQ to resolve

Please look into RSA064773 if you genuinely like to resolve this

RSAWEB technician is unable to understand that when the power light on the internet box is ON but the PON light is OFF it means no internet is coming from the ISP and check what could be the matter. Although I expressly asked the matter escalated, I was met with a wall. Extremely poir service that I pay over R800 a month for.

RSA web is a disgrace.. every month its worst..I made a payment on the 1st of this month eversince I’m not even getting 2mbps I compalained the agent told me she can see I’m having difficulties so she created a ticket..it’s been 6 days complainted again just to be told no I reached my FUP and we couldn’t use youtube nothing..your service network is a disgrace and the problem is never with you..and when you find out it is a suitable router it has been restarted..then it’s the FUP stori…disgrace

A patient team of support allows me to give the thumbs up on this ISP. They don't run away or blame your IT equipment or set up but give good and patient advice where needed.

Enjoyed my call out with Leon J van Rensburg (and then back office! Thx to Bevan for organizing) for dedicated 'second line' support to investigate slow and intermittent speeds.

Equipment, fibre infrastructure, 'gremlins'...which is to blame for not getting a certain speed? That's when the true nature of an ISP comes forward. And RSAWEB was great!

They didn't run away, but took real effort to identify the issues Which could play here.

'IT Gremlins' have now been identified (and put under 'restrictions') and patient advice on equipment/set-up given. Speeds were now achieved with some small changes in set-up.

They get my both thumbs up!

FIXED LTE (SIM only deal) is very bad.

If you are looking to use Fixed LTE, this is not recommended.

RSAWEB only have stock of (DISCONTINUED) routers that supposedly only work if they are purchased through them and if purchased from a 3rd party are not going to work that you only find out after being blocked from using their servce and are expected to resolve this yourself by contacting MTN and getting your Router added to a list of supported devices.
Just so you know, MTN wont do this for you as you are not thier customer but an RSAWEB customer so dont exist to them so you are not going to get what you need this way.
When recieving my SIM card I also had to wait a few days as they had the wrong information of the SIM on thier system and had to do a SIM swap to the correct SIM card that they sent to me.
There was no Plug and Play that was falsely advertised as I also had to setup the APN myself that I had to go hunting for on the internet.

Once the service was connected it constantly disconnects and blocks you from use with an error on their side that says unsupported device then you get accused of inserting the SIM card in another device.
I did not touch the router since I set it up the 1st time.

Conclusion:
Bad service and being accused when innocent, being advised incorrectly on what devices are supported for Fixed LTE.

Tip for users wanting to use Fixed LTE:
Only use Routers that are approved by the Carrier, in my case MTN and not RSAWEB.