Fibre Line move

NOT ONE STAR!

Good day, I would like to make a complaint against MWEB as I had informed them that I had sold my property and wanted my line to be moved from my existing property at the time to my new property. They were very helpful in the beginning. I needed to do a few things my side i.e. check that the new property had an actual fibre line which it did/does. I had to take a picture of the OCT number at back of a unit of Octotel's device that is in the property.

I did everything timeously and provide information when needed. Then enter Octotel who were to arrange installation. This took place on Wednesday the 27th of October but due to loadshedding it could not take place. They had to reschedule but I had asked them to check the loadshedding schedule which they assured me they did, but alas they did not as they were scheduled to come on Friday the 29th of October at 12:30pm "smack bang" in the middle of loadshedding. I tried calling Octotel numerous occasions on the Thursday (28th of October) to ask them to please make it earlier or later as I did not want to waste anyone's time. Never heard from them until Friday, the day of installation.

The two gentleman who came out and did the installation were excellent. After they had completed the installation I had asked: "how long will I be reconnected" to which they rep****: "within 3 hours".

This did not happen. I called MWEB on the Saturday to ask why this was the case and they had said that Octotel never updated them on the Friday that the installation had taken place and there was nothing they could do.

I was left without internet from the Friday the 29th of October to Tuesday the 2nd of November. Reason being as the two companies were blaming each other.

MWEB's automated service for punching in your Customer ID / ID or cell phone number does not work AT ALL! You are pushed between departments that always say that they cannot give me an answer. Octotel did not give me an answer and said they had did what they needed to do and the ISP=MWEB need to activate the line.

I wasted at least the best part of 3 to 4 hours of my life on this. I lost out on at least R500 - R850 airtime just calling these two companies not to mention all the data that was needed (minimum 8GB of mobile data) as I needed to use my mobile data for internet services.

How is it in todays day and age = 2021 a company cannot follow through with simple requests (Octotel) who dropped the ball? No call to apologies either for the inconvenience or monumental "***** up" from their side.

MWEB as I said cannot tell whether they are "Arthur or Martha" bumped from department to department. The SMS's do not go through to my phone and they if you do not receive SMS's they cannot help you. Some of the lack of imagination from the technical teams ability to solve the matter was i.e. I use an iPhone 11, I blocked MWEB, my network provider does not allow MWEB to send SMS's to me, I mean the amount of drivel the technical department comes up with is beyond me.

Both these companies dropped the ball and I feel they should both apologise for doing so and better manage their staff and processes because I literally went insane due to this listening to the same "answer phone message and song" with the same "voice prompts" that do not work to be only met with more *********** staff at the end of the line.

I am literally lost for words to describe this interaction and it has seriously damaged my confidence in either company.

I need to look at my options but hopefully they are able to redeem themselves but that will be very hard after the debacle that has occurred.

The worst, worst part is that this entire message is only literally the tip of the iceberg I experienced and if I had to chronologically write down everything I would probably end up in a mental asylum.

From a very unhappy and disgruntled client.