Extremely disappointing service from Mweb when moving premises

I have been extremely disappointed with Mweb’s service and, more specifically, their handling of my request to move my internet service from one premises to another.

On Thursday last week, I submitted a request to move my service to our new home. I received a ticket and reference number confirming that the request had been logged. We moved on Friday, and the request was specifically for the service to be activated at our new premises on Saturday.

Saturday arrived, and nothing happened.

At around 12:00, I contacted Mweb to find out what was happening with my request. It took approximately an hour and a half just to get through to an agent. I was then informed that my original service request had apparently never been received, despite me having a ticket and reference number confirming that I had submitted it.

The agent then logged the request again on Saturday and told me that they would call me back within 10 minutes. Needless to say, that call never happened.

It is now a full week since that second request was logged, and I have been without Wi-Fi for an entire week. The request is still sitting with Mweb as "received", with seemingly no progress whatsoever.

We both work from home, so this is not simply an inconvenience, it is directly affecting our ability to work. What makes the situation even more frustrating is the complete lack of communication from Mweb. There has been no meaningful update, no follow-up, no resolution and no indication of when our service will actually be moved.

So, to recap: my original request was apparently lost despite receiving confirmation that it had been submitted. I then spent an hour and a half trying to get assistance, had to have the request logged again, was promised a callback that never came, and have now been left without internet for a week, while the replacement request appears to have gone nowhere.

Mistakes can happen, but what matters is how a company handles those mistakes. In this instance, Mweb has failed to communicate, failed to follow through on commitments, and failed to provide any meaningful assistance after their own system apparently lost my original request.

The after-sales service has been pitiful. Being left without an essential service for a week, particularly when we work from home, is simply unacceptable.

Based on this experience, I would not recommend Mweb to anyone looking for reliable service or support when moving premises. The lack of urgency, communication and accountability has been incredibly disappointing.