Extremely Dissatisfied and I NOW WANT AN IMMEDIATE CANCELLATION

<p>Good day,</p> <p>Firstly,</p> <p> </p> <p>I am now extremely tired of the absolutely terrible service received from Mweb and it is in all honesty downright disappointing and quite frankly absolutely useless to have the internet service provided by Mweb.</p> <p> </p> <p>My Mweb account has been active from the 14th March 2017. When dealing with the sales consultant I had expressively told him that we do not require a router or a contract as we had one already. Mweb still sent us a router and put us on a 12 month contract. I called to ask that this be corrected and the router was collected about 2 weeks later, but according to the dashboard on the Mweb website, it is still on a 12 month contract. I was told that once the router is collected that I would have a month-to-month account.</p> <p>Secondly, from the date of actual usage (the 16th March 2017) up until the 4th April 2017 I had no issues regarding the actual internet service running slow. On the 4th April 2017, at around 8pm the Internet was so slow that I could not even stream in basic 360p quality even using something local like Youtube. I could browse, just barely. This lasted until about 10:15pm. The same thing happened at around the same times on the 10th April 2017. On both occasions I had tried everything I could including rebooting the router (both hard reset and via the router homepage), resetting the router to factory settings and entering my Mweb credentials again, and changing the DNS to numerous ones such as Google DNS, OpenDNS and the normal Mweb DNS, and nothing worked. On the 10th my brother called the technical department and I asked the gentleman if capped accounts are shaped and he said yes. He then called on the 11th April 2017 and spoke to Mikaylen and said to her that no one including the sales agent, had told us that the product was shaped and nor was it on the terms and conditions on the Mweb website or the sales agreement that was emailed to us. She tried to assist saying that Mweb does off unshaped products but at the ridiculous rates of R1499 per month which is indeed outrageous. He refused to take it and said that instead we wanted the package and the line cancelled. I am running a 2mbps line speed as that is the only speed available in my area.</p> <p>She then transferred him to the Retentions / Cancellations Department where he spoke to Abdul who tried very hard make us stay saying that he will escalate the problem to the technical department and that he will ask that they contact my brother urgently. No one from the technical department contacted him. Also Abdul said to him that should we cancel now that the cancellation would only be effective from the end of May 2017.</p> <p>At around 4:15pm on the same day, we were back to experiencing the same problem with the service that we had experienced on the 10th only this time it lasted until just after 10pm. My brother had called Mikaylen again at about 4:30pm and she tried to transfer him to technical and someone there tried to assist, him to test the service using a guest account. He did just that and nothing worked.</p> <p>We waited patiently and at about 9:45pm we tried to use the service again and it still did not work properly, I could barely even browse let alone stream. We phoned the technical department and spoke to a gentleman who went through some of the troubleshooting things with me, we tested out the speed of the line and it was as normal, however I still could not stream. My brother logged into the guest account whilst the technician was on the phone and tried to download a test file from the saix website and it would not download. When he tried to download the same file after logging into my Mweb account, it worked perfectly yet we still could not stream efficiently. He also said that second level technical support was only scheduled to call me on the 15th, that would be 4 days after being told that it would be put through as urgent. I don't think that calling a customer back to sort out a problem 4 days after is considered urgent.</p> <p><br />The service only went back to normal after midnight (the 12th).</p> <p> </p> <p>Now I may not exactly be an IT technician but I know well enough to know when my internet access is being shaped.</p> <p> </p> <p>Quite frankly I am extremely angry, frustrated and disappointed at Mweb's service at this point and I was not this way in the beginning. The Sales person who sold the product should have mentioned that capped accounts are shaped, if I knew this I would have went with another service provider.</p> <p> </p> <p>Now, I am expected to wait until the 15th for someone from technical to call me and if I want to cancel then I must keep a product that doesn't work, until the end of May?????????????????????????????????????????????????? THIS IS RIDICULOUS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!</p> <p> </p> <p>There is nothing on the terms and conditions on the Mweb website that says that capped accounts are shaped and what is the use of paying for the amount of data that you use when you are shaped when the network is busy. People who pay for capped products should not be shaped in any way as they are paying for what they use. They are not uncapped customers who have a fair usage limit. There is no option for unshaped capped accounts on the Mweb website. Also when recently talking to one of your many consultants and technical staff members that I spoke to, they told me that the sales agreement stipulated that capped accounts are shaped.</p> <p> </p> <p>Here is my question to you. Why on earth would you only tell your customer that their account is shaped AFTER THEY HAVE ALREADY SIGNED UP???????? That is ridiculous and this information should be given to potential customers before signing up, when talking to an agent telephonically.</p> <p> </p> <p>I am extremely angry with the service from technical as I want to know what is going on as I will not be saddled with a product that I can only use from time to time without issues.</p> <p> </p> <p>I understand the issues with the SEACOM Cable at the moment but I have experienced these problems before that. I am sick and tired of the problem with my internet service being blamed on the SEACOM cable as I have said before that THE PROBLEM WITH THE INTERNET STARTED BEFORE THE ISSUE WITH THE SEACOM CABLE!!!!!!!!!!!!!!!!!!!!!!!!</p> <p> </p> <p>I don't think making a customer wait for help is good customer service.</p> <p><br />I have had pathetic internet service from Mweb and in all honesty, I received a call from a gentleman named Bronwyn who assured me that someone senior from tech-spec will call me between 3pm to 4pm on the 13th April 2017. He had asked me to be home at those times as the technical person calling me would require me to perform some troubleshooting on the router homepage itself, etc. I rushed home on a busy day only to wait for a call that never came. I had to phone Mweb at about half past 4 that same afternoon to ask someone to call me back. I am sick and tired of wasting my telephone bill trying to solve this wretched problem with quite possibly the absolute worst internet service provider ever. How dare Mweb treat their customers this way???????????? Eventually at just before 5pm I received a call from Warren from the technical department who once again went through all the trouble shooting tricks that he knew, and he was extremely helpful and really friendly. Nothing worked and til date my internet service beyond unstable with it only working using the free data from midnight onward. I am now tired of the incessant emailing, phoning and troubleshooting as I am have tried everything both with Mweb technical staff and without. Also, I have tried using the openserve guest accounts and Warren had tried what he could to help but even he couldn’t solve the problem.</p> <p> </p> <p>I am now fed up and REFUSE TO PAY FOR ANOTHER MONTH OF A SERVICE THAT IS NOT PERFORMING AS IT SHOULD, and NOW DEMAND an IMMEDIATE CANCELLATION with NO ONE MONTH WAITING PERIOD AND THE IMMEDIATE RELEASE OF MY LINE INTO THE OPENSERVE HOLDING POOL. WHY SHOULD I NOT HAVE INTERNET SERVICES THAT WORK PERFECTLY AND NOW BE EXPECTED TO WAIT A FULL CALENDAR MONTH PAYING FOR SOMETHING THAT IS OFF NO USE TO ME?</p> <p> </p> <p>Kindly ask a manager to contact me urgently as not informing capped customers that their internet access is shaped before signing on is breach of contract.</p> <p> </p> <p>As I have said many times to many of the people I have spoken to, I do indeed like Mweb but they have now pushed me too far and I have no choice but to move to another ISP as Mweb cannot provide me the same level of internet access that I experienced in the first 2 weeks of usage.</p> <p> </p> <p>Should you not be able to get a hold of me in the day, I authorize my brother, Lyle to deal with this on my behalf as he knows exactly what is going on regarding this situation and has been dealing with this on my behalf thus far.</p> <p> </p> <p>This is honestly ridiculous and I have left out more details of what I wanted to say as in all honesty I am just sick and tired of the utter nonsense. I have read about Mweb on hellopeter and mybroadband.co.za and there were a few people who had similar issues to mine and said that once they left Mweb their services performed as it should.</p> <p> </p> <p>I do not wish to stay with Mweb any longer and this really has left a bad taste in my mouth when it comes to internet service providers. We have dealt with numerous people at Mweb and am now fed up.</p> <p> </p> <p>Thanks and Best Regards,</p> <p> </p> <p>- Adele<br />Email: ********** / ********** />Tel: ********** <br />Cell: ********** </p>