Bad Service - Not Like MWEB?

I have been a loyal MWEB client for a couple of years now. I always used to brag about how their service was on point and flawless. I must say the past two router move requests and change of address went extremely smooth with no issues. Unfortunately, this time around I have been left in the dark.

I submitted a move request at the beginning of February to ensure that there is ample time to make arrangements and ensure that the move is done with out hiccups. The move date was set at 02/03/2024 a month before hand. Up until Thursday 29/02/2024, I did not receive any feedback to book the fibre move of house and installation. I (The Customer) called MetroFibre Networx and set up an installation appointment for 02/03/2024 at 12:00.

The big day arrive and a fibre installation team arrive at 07:40 in physically install the fibre. (This seemed to be the typical on point service from Mweb and their contractors). Afterwards as promised a technictain would arrive at 12:00 to fit the ONT Device. 12:00 Came and went with no calls and a No Show. 14:00 I called MetroFibre Networx and they ensured me that I am allocated for fitment on 02/03/2024 and they are not sure why I have not yet been contacted, but they will come out. That night at 19:00 I called again. Once again MetroFibre Networx is not sure what went wrong as the booking was for 12:00 on 02/03/2024. They apologize and will attend to me on the Sunday 03/03/2024. That morning at 06:00 I called MetroFibre Networx. They informed me once again that they are not sure what happened but they will attend to me urgently. I told them I would like answers before 09:00.

You can see the pattern here, by 09:00 I had no call and called again. I then threatened to cancel my MWEB deal if the ONT is not in my house by 10:00. 10 mins later a technician arrived for fitment. MWEB [please explain why your customer has to fight for service from you and your sub contractors......I am sure if I did not mention I would like to cancel I most likely would still not have a ONT device fitted at my home.

The technician on Sunday 03/03/2024 mentioned that the internet will be active in 24 hours. Monday 04/03/2024 at 11:00 once 24 hours had passed - Nothing has been activated and my Move of home order status on MWEB's web site is still sitting at a provisioning status where MetroFibre Networx needs to contact me for installation...........

I called most of the day yesterday trying to reach the move of home call center division *** Option 4) where I get met with a automated voice telling me "Due to unforeseen Circumstances we cannot take your call now" and MWEB drops the line on you. Yesterday afternoon late I got hold of an agent on the above mentioned number who informed me that the process takes 48 hours not 24 hours - (MWEB please educate you sub contractors then)

I am posting this moments before the 48 hour mark has passed for the internet and fibre line to be active. I have had no response or feedback on my queries request as well on MWEB's Website. My order status is still lying at provisioning where MetroFibre is awaiting a booking appointment from me, where the actual work has been completed more that 48 hours ago on 03/03/2024.

MWEB My queries Ref Number is MWB***2 I am sure you can locate my details there.