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LK
Leonardo K

1 reviews | Active since Feb 2016

01 Jan 2018, 18:44

Big on promises, POOR on service

My internet is slow or non existent. Calls to MWeb do not produce results. MWeb is big on promises, always trying to sell you a more expensive service, but do not deliver on the service they charge for. I have to keep resetting the router, sometimes over 10 times a day to use the service. The download and upload speeds are less than half what they should be. The internet reception drops in the laptops as well as in the cellphones (WiFi). We need to leave the house and go elsewhere to use internet. Not acceptable. We pay for a service that we don't get! The technicians keep saying that there is no problem in their side. Unacceptable. Cannot keep paying and not get a service and then blame others. Cannot continue dropping the reception and having to unplug the router continuously. MWeb needs to fix their service or provide competent back up to resolve issues, Cannot pay and receive nothing in return. MWeb is a ***** if that is the way they operate!

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Replies (3)
Mweb
Mweb's reply03 Jan 2018, 10:48
Official

Good Day leonardokleiman,

Thank you for taking the time to raise your concerns.

Our customer care representative tried calling you today, however could not reach you and did not have the option to leave a Voice Mail message.

Your account and the Telkom portal shows that you experience 7 sessions on the 1st January and 2 sessions today and yesterday.

The line was syncing at 5Mbps, even though the profile was set to 4Mbps. I have now restarted the provisioning on the Telkom portal and recreated the port.

Further line testing show no defects and the line readings in general, look good at the moment.

Please test and let us know if your experience improves or not and we will have our Technical specialists team make contact with you to troubleshoot with you.

Kind regards
MWEB Client Services

LK
Leonardo K's update03 Jan 2018, 12:58
Reviewer Update
MWeb continues ofering half trues!! They did phone me, but the telephone rung only three times and was disconnected when I answered. Regarding the line, it continuous to underperform: downloads fluctuating between 1.37 and 3.4 Mbps and uploads between 0.1 and 0.45 Mbps - generally both in the lowest parts. Well below my contract with MWeb, however, irrespective of poor service and poor delivery, MWeb continuos to charge full fee. My Telkom line is in order, no excuse there either. MWeb is trying to divert bad service and bad publicity, on the pretext that if the customer takes a more expensive contract all will be solved. Sorry, MWeb needs to provide the service they advertise and that contracted for without excuses. It is time for delivery, not bad service!! MWeb is still Big on promises, but POOR on service delivery!!
Mweb
Mweb's reply03 Jan 2018, 13:13
Official

Thanks for the feedback leonardokleiman.

Our customer care representative managed to reach you.

As discussed, the initial call rang a few times and went to "subscriber not available".

We have now logged a Technical call back for you, in order for our consultants to complete the required troubleshooting with you.

Please do let us know should you require any further feedback or assistance.

Kind regards
MWEB Client Services