BAD SIGNAL / NETWORK / BAD SERVICE - Ref No: MWB***

Item: Mweb
Rating: 1
Author: Cherie V

When I originally contacted Mweb regarding their signal and network in my area I was assured by the agent that they far surpass the requirements my company (based in China) has. I explained that my job depended on meeting these internet upload / download speeds. After the router was delivered and the wi-fi connected everything went VERY well for two weeks. Thereafter it has gone from bad to worse and it is almost six months. I complained. They called my husband (as the account is on his name) they said they would send someone to the tower to sort it out, and that we should move the router around which I have done 100 times. After this I sent them another 3 complaints after-which they sent me this:

MWEB Help, Friday 22 December 2017, 14:10PM

Our Technical Specialists has tried to contact you on two different occasions and they were unsuccessful.

They have received feedback from Rain regarding your signal issues.

There are two towers covering your address with different signal strengths.

Currently your router is pointing to the weaker tower which is Blaauwberg.

They advised you need to restart your CPE and face it towards Cape Farms, Cape Town-Berkshire Blvd in order to connect to the stronger signal tower.

Should you need additional technical assistance please re-open this ticket.

1. I asked them before to let us know when to expect a call as we are both busy working. 2. WE LIVE IN MIDRAND WHAT DOES OUR SITUATION HAVE TO DO WITH CAPE TOWN??

Is this the level of their customer service? Seriously?? Since then I sent ANOTHER three complaints as I WILL lose my job because of this and no one has bothered to follow up - my last message was 16 January - it is now the 28th. Suffice to say I am looking for another ISP who will actually take an interest in their customers and their needs.

Helpful (0)

Replies (3)

Mweb's replyOfficial

05 Feb 2018, 13:17

Good day CherieVol

Thank you for raising this matter with us.

We're so sorry to read of your experience and to see that you have have not received feedback.

We have since escalated your query with the relevant persons to follow up on and to contact you.

A request has also been sent to keep you informed going forward.

Please do not hesitate to call our contact center should you have any further queries.

Kind regards

MWEB Client Services

Mweb's reply05 Feb 2018, 13:17

Official

Good day CherieVol

Thank you for raising this matter with us.

We're so sorry to read of your experience and to see that you have have not received feedback.

We have since escalated your query with the relevant persons to follow up on and to contact you.

A request has also been sent to keep you informed going forward.

Please do not hesitate to call our contact center should you have any further queries.

Kind regards

MWEB Client Services

Cherie V's updateReviewer Update

26 Feb 2018, 11:49

11 - 26 February 2018 I have not been able to work and my total loss of income until I can leave my wireless connection and switch to fibre will be over R17300-00. And that is including short payments to certain creditors. Mweb have called regarding my problem but have also absolved themselves from taking responsibility regarding the 'unstable' wireless connection. The fact that I was initially told that the connection speed far surpass that which my employer needs I don't recall the sales agent cautioning me to the fact that there may be a day that I suddenly cannot use it - which has now happened. Works works works next day doesn't. I am fighting a faceless entity and am losing thousands. Somehow it just doesn't seem fair and I am sure I am not an isolated case.

Cherie V's update26 Feb 2018, 11:49

Reviewer Update

Cherie V's updateReviewer Update

26 Feb 2018, 15:08

As per my email to the complaints department at Mweb, my husband has a put a stop to the debit order for month end. We are paying for a service, but did not receive this service. Thank you.

Cherie V's update26 Feb 2018, 15:08

Reviewer Update

As per my email to the complaints department at Mweb, my husband has a put a stop to the debit order for month end. We are paying for a service, but did not receive this service. Thank you.