Best commitment and persistence in resolving fibre related issue.

I want to thank the Mweb contact centre team(Sales, Sales Support, IT) for doing their ultimate best to finally resolve my IP address issue. I had changed ISPs, signing up with Mweb on Friday 5, February and was unable to connect to the fibre service because Vumatel hadn't changed my IP address. Thanks to a rocking IT team(Emile, Shouaib, Godfrey, Ismail) the problem was already discovered on Saturday and a ticket logged with Vumatel but Vumatel hadn't attended to the ticket. Thanks to persistence from the Sales team (sorry if I have forgotten some of your names, Jordan, Hershel, Jo-Jo, and the lady who logged a ticket with Vuma Reach on Monday 8, February.

It was only through a Hellopeter review of Vumatel that I finally received attention on their end by today, Thursday 11, February. I received terrible direct service from one of the tech guys that instantly laid the blame on Mweb without bothering to understand the issue. I did receive a followup call from Tina representing Vumatel and she was a delight to speak to and she committed to escalating the problem.

It was the final investigation and communication from Ismail (Mweb IT dept) to Vumatel(including management) that detailed the problem I was experiencing in connectivity where my internet IP address was finally allocated.

I know MWeb did an amazing job in ending my frustration today. They were always doing the necessary troubleshooting to determine if there was any problem on their end, and unfortunately this could not be said for Vumatel in my brief encounter with them.

I am just glad that I can finally move on and get back to my business. Thanks for bringing relief to my day, Mweb. Thank you for going the extra mile. You did a fantastic job!

It was a