1 reviews | Active since Mar 2015
Fiber installation nightmare
<p>I approached MWeb to have fiber installed at my home. They were extremely helpful and made it very easy to begin the process, however, since then getting the actual line installed has been a nightmare. The first time they were meant to come they did not show up, the second time they came they left without explaining to me why it wasn't installed, the third time they told me that it would take 30 minutes, but after 90 minutes when they told me to expect it to take a further 2 hours I had to go to work and it could not be completed. Given the amount of time that this has taken I arranged for someone to be at my house for the day on a date organized with MWeb (today). I have had no contact from the installers, and have spent well over half an hour on hold with MWeb, have received none of the return calls I have been promised, and still do not have fiber. I have even paid this person to be there today, and so aside from not having internet for the 2 months since I started this, I am also out of pocket.</p>
Hi janew1234
Thank you for bringing this to our attention.
As per your discussion with our Customer service consultant, this matter has now been addressed. Your case has been escalated to the relevant department to assist.
We will remain your point of contact until this has been resolved.
Kind regards
MWEB Client Services
Hi janew1234
Thank you for bringing this to our attention.
As per your discussion with our Customer service consultant, this matter has now been addressed. Your case has been escalated to the relevant department to assist.
We will remain your point of contact until this has been resolved.
Kind regards
MWEB Client Services
Good Day Jane
Thank you for taking the time to make contact with us.
Telkom has since assisted with the installation of FIbre at your premises. Our sales team have been in contact with you regarding the delivery of the router.
Please do not hesitate to contact us should you require any further feedback or assistance.
Kind regards
MWEB Client Services
Good Day Jane
Thank you for taking the time to make contact with us.
Telkom has since assisted with the installation of FIbre at your premises. Our sales team have been in contact with you regarding the delivery of the router.
Please do not hesitate to contact us should you require any further feedback or assistance.
Kind regards
MWEB Client Services
After many phone calls, finally someone was sent to my house on a Saturday to complete the installation. After posting this review I received frequent follow up from MWeb, including over the weekend and up until this morning. Today I was called to confirm that I had received my router (which I haven't). I asked for the address that they delivered to (they apparently delivered to the wrong address, and to someone with a name I do not know). They promised to call me back, and I have heard nothing since. There is no way of calling an MWeb consultant directly, so I cannot follow up. To add insult to injury, they tell me I will be charged from the date Telkom completes the installation, even though there is no way to make use of the internet until I have the router from MWeb.
After many phone calls, finally someone was sent to my house on a Saturday to complete the installation. After posting this review I received frequent follow up from MWeb, including over the weekend and up until this morning. Today I was called to confirm that I had received my router (which I haven't). I asked for the address that they delivered to (they apparently delivered to the wrong address, and to someone with a name I do not know). They promised to call me back, and I have heard nothing since. There is no way of calling an MWeb consultant directly, so I cannot follow up. To add insult to injury, they tell me I will be charged from the date Telkom completes the installation, even though there is no way to make use of the internet until I have the router from MWeb.