CA
Cynthia A

1 reviews | Active since Feb 2011

11 Jul 2016, 19:05

Beware of Mweb uncapped ADSL - What you don't know

<p>Mweb has been my service provider for years. Like many I trusted that they were transparent with their products. As we all know that all uncapped internet packages have a threshold so it is not to be mistaken for UNLIMITED internet access for downloads and uploads. I had upgraded my package from the 1 meg premium uncapped to the 2 meg premium uncapped. This meant throttling started when I reach the 200gig threshold. Since I have had this new package(since 5 months ago) I haven't been able to use 100gig. Throttling seems to start at around 49gigs. However, since the beginning of the new package we have had the worst internet access. Lagging, connection dropping, impossible to stream anything... Every time I called Mweb, without testing the speed they blamed Telkom who is my ADSL line service provider. I had the Technician over from Telkom and there was no fault on the line or modem. I got back to Mweb and they finally tested the speed of the line and it seems as though Mweb has started throttling at 49gigs. Makes sense that I never get to enjoy the internet access to the threshold limit. I am now paying more for less. I tried to cancel online and the system tells me that I have a one year contract which ends in Feb 2017. That is another rude awakening as I am on a month to month account with them. Nothing is as it seems. BEWARE! </p>

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Replies (2)
Mweb
Mweb's reply12 Jul 2016, 09:01
Official

Good day Cynthia

Thank you for taking te time to raise your concerns. It sounds as though you've had an unpleasant experience.

Our customer care team has since been in contact with you and we are investigating the matter.

We will continue to contact you until the query has been resolved.

Please bear with us during this time.

Kind regards
MWEB Client Services

CA
Cynthia A's update18 Jul 2016, 09:34
Reviewer Update

Thank you Mweb for going the extra mile in showing that I am not just a number on your Customer list. There was no delay in contacting me. Your technicians were patient and went through a tedious process investigating the matter with me. The calls from your Operations and Accounts departments added more to my pleasant surprise. The roblem was resolved within 24 hours. Follow up and feedback were unbelievable and impressive. Thank you Mweb for this amazing turnaround experience.