Fault MWB***6 - Intention to cancel services

This, along with a complimentary email, is my final attempt at contacting Mweb complaints. I will no longer burn talk-time trying to get through to your customer service.

I intend to terminate my account with Mweb on Wednesday 22 July should my service not be restored to the agreed/optimal working condition inline with the service. The termination will happen effective from the day in question should the issue not be resolved as per my request. I will not pay an additional month for a service that is, for all intents and purposes, not working.

I have been having connection problems with my service for several months now.

Initially I thought it was a brief technical issue, however I’ve come to learn that this is the norm with Mweb. I will demonstrate:

My router displays the green light as well as a full signal health bar the majority of the time. However, I do not enjoy any internet connection at the worst of times and I get about 0.2mb per sec download connection most of the time. Ironically, I get anything from 2mb upload connection at the worst of times and up to 12mb upload connection at the best of times.

On the 10th of this month, I called in to complain about this issue. The technician with whom I enquired brought to my attention that Mweb may no longer support the product I am using. Specifically the technician mentioned that you may have deprecated some signal towers, which may be the cause of my pain. This was the first I had heard of this.

Nevertheless, assurances were made to escalate the issue when I informed the technician of the speed checks I had done on Mweb’s website.

On Tuesday the 14th of this month, I received a text stating that my query had indeed been escalated. However I have not heard anything further.

In the meantime I continue to have ever increasing unproductive periods in my workflow, leading to missed deadlines. I have had to pay extra for data to meet my requirements, yet I continue to make my monthly commitment to Mweb to my detriment.

I have since began shopping for an alternative service provider.

Should my issue not be resolved, with full services, as per our agreement by Wednesday 22 July, I will have no option but to accept the delivery for the alternative service (which by the way, offers more value than the offering I currently receive from Mweb), which should take place on the same day.