3 years of frustration, unstable connectivity

No stable WiFi yet paying every month. For the past three years, we have continuously experienced unstable internet connectivity. During this period, multiple technicians have visited the premises, yet the issue has never been permanently resolved. The WiFi connection has consistently been intermittent, going on and off repeatedly.

After three years of ongoing faults and inconvenience, I was recently informed that the router was outdated. The router was replaced yesterday; however, despite this replacement, there is still no connectivity.

In addition to the unresolved technical issues, the level of customer service received has been extremely disappointing and frustrating. Communicating with consultants via the app’s live chat is often ineffective, and telephonic support has been equally frustrating. I have experienced consultants informing me that I need to wait while they go on a 15 minute break, consultants failing to respond during chats, and chats eventually being ended without resolution. All of this after sending more than an hour on the phone waiting for a consultant to answer the phone.

Another major concern is that every time I report the issue, I am issued with a new ticket number and a new turnaround time, despite this being the same unresolved problem that has persisted for three years.

Yesterday, one of your consultants advised me to contact Openserve directly because the fault was allegedly on their side. Upon contacting Openserve today, I was informed that they are not a call centre and that MWEB should never have provided me with their number for fault resolution purposes. The Openserve representative, Terelle, further advised that he had updated the fault log and that all I could do was wait for someone to contact me before abruptly ending the call.

At this stage, I am extremely dissatisfied with both the ongoing service issues and the poor handling of this matter. Three years without a permanent resolution is unacceptable.