1 reviews | Active since Mar 2021
Am yet to meet a more unresponsive service provider
I app**** for a fibre optic package on 02 March 2020. For a about a week, the status of my application reflected as having been scheduled for installation, on a date that had not been communicated to me, on theIr online tracking portal. The status eventually changed to reflect that my installation had been done. A day later, I received an activation email. No one ever contacted me, to explain anything until I received the activation email, on 15th March. My sin? Buying property that apparently already had fibre optic installed.
The activation email, I received, had a link to an online installation guide, which I couldn't follow, as the cable from the box is much thinner than the cable on the installation guide and cannot fit into any slot on the router I had found at the house or any of the routers I have.
I logged an online call bringing this to MWEB's attention, attaching a photo of the connection that seems to be different from the one catered for in the online guide, and requesting help, on the very same evening. Not having been responded to, and still not having internet connectivity, and having been charged a pro-rated amount for the month, I sent another online cry for help, two days later, on 17 March. The second call I logged has also gone unanswered! The next day (on 18th March) I called their call centre. The call centre agent told me that it was Vuma's fault and kept on asking me the same questions I had already answered in my opening about the installation. Side note: Vuma is MWEB's contractor, whom I have no contractual relationship with. The agent then kept me on hold for a good 23 minutes, until I gave up and hung up. The call lasted 36 minutes 37 seconds to be in total (having been on the automated queuing system for about 7 minutes before I got through to an agent).
I am yet to hear from MWEB regarding the online and telephone calls I logged and still don't have internet! In the meantime, I have already received a second statement, as MWEB will be debiting my account with the full monthly payment for April in the next couple of days.
Mind you, I have to climb to my roof each time I have to access the installation, which I never bsrgained for.
With a lot of people working from home, or having a rotation system, since COVID-19, I need not spell out the kind of impact this is having on me and my family!
In response to my question as to how the money I have been debited with, since 15th March, would be reimbursed, as I am yet to receive connectivity, I was told that my account would be duly credited. I was, further, told that getting my line fixed would take up to six business days from the day the job card was created.
In the afternoon of the same day, Vumatel phoned me, and made an appointment to come fix the line at 09h30 on the next day (25th March). Excited, I was, thinking that MWEB and I can make this marriage work after all! Soon, though, that excitement was to be crushed, as Vumatel, without any further communication or explanation, was a no-show. Today is business day six, since the job card was created, yet my line remains faulty and no subsequent appointment has been made for it to be fixed, since Vumatel was a no show.
Meanwhile, MWEB continues to merrily invoice me and debit my bank account for a service it has never rendered. Broad ****************, if you ask me!
Folks, the reason I am posting these reviews is to place you in a position where you don't have to go through the hell MWEB (in cahoots with Vumatel) has taken some of us (out here) through.
In response to my question as to how the money I have been debited with, since 15th March, would be reimbursed, as I am yet to receive connectivity, I was told that my account would be duly credited. I was, further, told that getting my line fixed would take up to six business days from the day the job card was created.
In the afternoon of the same day, Vumatel phoned me, and made an appointment to come fix the line at 09h30 on the next day (25th March). Excited, I was, thinking that MWEB and I can make this marriage work after all! Soon, though, that excitement was to be crushed, as Vumatel, without any further communication or explanation, was a no-show. Today is business day six, since the job card was created, yet my line remains faulty and no subsequent appointment has been made for it to be fixed, since Vumatel was a no show.
Meanwhile, MWEB continues to merrily invoice me and debit my bank account for a service it has never rendered. Broad ****************, if you ask me!
Folks, the reason I am posting these reviews is to place you in a position where you don't have to go through the hell MWEB (in cahoots with Vumatel) has taken some of us (out here) through.