1 reviews | Active since Dec 2016
1 week into my experience with Mweb and nothing but let downs
<p>Mweb I had such high hopes for your service. A week since having my fibre installed and receiving my mweb router, and still no connection. On top of that, and rather comically, I today received a statement from you for my internet connection after a fault had already been logged with technical support. Clearly your departments don't communicate or you just wait for us to use up our time and pass on messages to your departments. I then had to again, using my own cellphone bill (which in the last week alone has used up over R400 calling mweb technical support) call and cancel the debit order. Thankfully the consultant was helpful, a breath of fresh air.</p> <p> </p> <p>Please can somebody give me some indication of when I can expect to have this problem resolved or could you send someone to take your router back, cancel my contract, and point me in the direction of a service provider who can help me. Also, how is it possible that your technical support call centre (which takes at least 30 minutes to get through to) has no means to call a customer back. Unbelievable. </p>
Good day Jason
Thank you for bringing this to our attention. We would like to apologise sincerely for your frustration.
As per your discussion with our Customer service consultant this matter has now been escalated to the relevant department to assist, we will remain your point of contact until this has been resolved.
Kind regards
MWEB Client Services
Good day Jason
Thank you for bringing this to our attention. We would like to apologise sincerely for your frustration.
As per your discussion with our Customer service consultant this matter has now been escalated to the relevant department to assist, we will remain your point of contact until this has been resolved.
Kind regards
MWEB Client Services
Thank you for your prompt response, for calling me yesterday and for addressing the issues I have raised. After a week of struggling my internet was finally active yesterday and today. I had great service from your technical support team yesterday and was finally able to connect.
One issue I did raise is that the internet speed is running at an average of 30mbps as opposed to the 100mbps I have signed up for. The technical support technician said that this would be addressed and that someone will be in contact with me regarding the slower internet speeds. You will note that I have have changed my rating below because in a day my service and impression of mweb have been turned around. Its a pitty I had to resort to a public forum to have my issues resolved, but I appreciate the effort mweb have shown in addressing the issues I have raised.
Thank you for your prompt response, for calling me yesterday and for addressing the issues I have raised. After a week of struggling my internet was finally active yesterday and today. I had great service from your technical support team yesterday and was finally able to connect.
One issue I did raise is that the internet speed is running at an average of 30mbps as opposed to the 100mbps I have signed up for. The technical support technician said that this would be addressed and that someone will be in contact with me regarding the slower internet speeds. You will note that I have have changed my rating below because in a day my service and impression of mweb have been turned around. Its a pitty I had to resort to a public forum to have my issues resolved, but I appreciate the effort mweb have shown in addressing the issues I have raised.
Now my fight with Mweb has been moved from technical support (even though my internet runs far slower than the 100mbps I signed up for) to billing. My latest statment shows that I owe Mweb for internt active on 12 December. My internet was only officially active on 22 December. I have had to call mweb billing on 3 occasions to sort the issue out so that I can pay what I need to. As seems to be Mweb's way, someone assured me they would get back to me and didn't. I called again today so that I can make sure I pay Mweb what I owe and I was kept on hold by someone from Mweb for over 10 minutes while they checked my account. How is this fair and professional that I, the customer, has to take time out of my day with my cellphone bill ever increasing thanks to Mweb, to call mweb so that I can pay for the internet service. Everything seems to be a battle so far!!!
Now my fight with Mweb has been moved from technical support (even though my internet runs far slower than the 100mbps I signed up for) to billing. My latest statment shows that I owe Mweb for internt active on 12 December. My internet was only officially active on 22 December. I have had to call mweb billing on 3 occasions to sort the issue out so that I can pay what I need to. As seems to be Mweb's way, someone assured me they would get back to me and didn't. I called again today so that I can make sure I pay Mweb what I owe and I was kept on hold by someone from Mweb for over 10 minutes while they checked my account. How is this fair and professional that I, the customer, has to take time out of my day with my cellphone bill ever increasing thanks to Mweb, to call mweb so that I can pay for the internet service. Everything seems to be a battle so far!!!
Good Day JJL777,
Thank you for allowing us the opportunity to address the matter.
Our Technical Specialist team have since been in contact with you and confirmed that the speeds are now as it should be.
The credit has also been processed for the days which where affected by no connectivity.
This should be reflected on your next invoice.
Please let us know should you require any further feedback or assistance.
Kind regards
MWEB Client Services
Good Day JJL777,
Thank you for allowing us the opportunity to address the matter.
Our Technical Specialist team have since been in contact with you and confirmed that the speeds are now as it should be.
The credit has also been processed for the days which where affected by no connectivity.
This should be reflected on your next invoice.
Please let us know should you require any further feedback or assistance.
Kind regards
MWEB Client Services