Bad service from Abubakr at MWeb Technical Support

Complaint about Technical Support line ***:

I have been experiencing a technical issue for the past few weeks: A network outage in the Belhar area caused the fibre line to be off. After about a week, I called to enquire, and spoke to Cisco who advised me of the situation. However, the service was restored a few days' later, and ever since, I have not had internet connection.

I've spoken to quite a few agents, and each one tells me to "switch off the router for 30s and then on again, and it should work." I can't tell you how many times I've done, to no avail!

Yesterday, I spoke to Abubakr during the day, and Cisco again in the afternoon, both of whom told me the same thing ("switch off the router...."). I eventually asked Cisco to arrange a technician to come to our address to sort out the problem, since the switching off of the router is clearly not working. He was going to make the necessary arrangements.

This evening, I called again, mainly out of frustration, since I heard nothing from Mweb. Spoke again to Abubakr, after waiting for nearly 30 minutes to get through. I am rightfully upset that I am paying for the internet service, and have not had any service for the past few weeks, and I relayed this to Abubakr. He then tells me it takes 3 - 6 working days for the technician to be sent. Of course, I was not happy with this, especially since I have been calling regularly to complain about the situation. So, now I will get a technician to the premises possibly on Wednesday next week only. By the way, the 3 - 6 day waiting period was not mentioned by Cisco yesterday, so naturally I was annoyed at that too!

The problem is that I am paying a monthly subscription for the service, and have not had the benefit if the internet. Added to that, I have a VOiP telephone service connected to the line, which means that if the internet is down, I cannot make or receive calls to home. What if there is an emergency & I need to use the phone? Sure, we have cell phones, however, the number was provided in case of home emergencies!

Abubakr was not friendly at all this time, and he even put my call through to customer service without so much as a "hold on". Clearly he seemed more angry than me for the call. Bad, bad service tonight!!!