Appalling Service and lack of customer care

I had my fair share of disappointments by the lack of service and customer care Mweb. I had an over 10 year relationship with Mweb from adsl line and later converted to fibre connection. Mweb outsourced my fibre installation to Frogfoot. I had endless internet connection problems for over a year. I was made to believe that if I upgrade my internet speed to 50mbps the connection will be stable (service will not be interrupted). This was not the case as the service interruption continued to at least 5 times in one hour. When it happens it’s as if there’s a power surge and all the lights of the router would go off. I have been complaining for more than 6 months The technicians told me the problem is with their installer Frogfoot not Mweb. Remember my contract is with Mweb not Frogfoot. I was left with no option but to cancel the contract as I was paying for services not rendered. I received a confirmation letter for my cancellation hoping that I can move on. I decided to sing up with Vox/Frogfoot thinking that if it’s their fibre box things will be resolved quickly and easy. To my dismay I get a rejection saying Mweb doesn’t want to release the line and they have locked it for 3months. No other service provider can help my situation until Mweb releases the original service with their ISP.

This is not the kind of treatment you should get from big corporates that we pay for their survival, not after a long relationship of more than 10 years.