Beware of Mweb!

We are moving house and needed to ensure an active fibre line was installed by the time we moved in, as some of my family members also work from home. Mweb's promotional offer was tempting, but now I know why the company has to give such promotions...it's more like leading a moth to a flame, and we are unfortunately burnt! We placed the order and within 24 hours, we were told the router was on its way via courier and that Vumatel would be on site the next day. Indeed we received the router BUT from this point on, it's a downhill spiral into customer service hell. It's now 4 days since receiving the router, and we cannot successfully reach anyone via call centre. Even when waiting in line, by the time we were finally number 1 in the queue, the call from Mweb's side is disconnected which means we've repeatedly gone through the same process day in and day out for 4 days. When we finally got through to say we'd like to cancel on account of little to no customer service, we were quickly dismissed as if our complaint was not important enough and told we must pay nearly R3,500.00 cancellation fee - only then will the line be released in order for us to contact a different provider. I am shocked! I always heard about Mweb's bad service but didn't expect to ever be subjected to it. As a customer, this is wrong and unfair! We still don't have any fibre connection and we cannot break free from this unless we pay that ridiculous amount which means everyone in the home is now affected and Mweb who are represented by their staff, are in no way interested in helping. My only request is to be released from being subjected to this exceptionally bad service from Mweb, and at no cost since none of this was our fault (except for choosing Mweb) so that our family can continue to earn a living from home - finances are already badly impacted as it is - really not fair for us to be subjected to this!