Frustrated client

Mweb has got to be, by far, the worst customer service experience I've ever had. My contract expired from another service provider on the 15th May 2023 & I decided to take a month to month contract with Mweb. I called the sales department on the 16th. I informed them that I had my existing modem and router. Thandiswa from sales informed me that since I do have all the fibre connections in place, it would take around 24 hours to connect. When nothing occurred I tried to call Mweb again to see what was the hold up. Let me emphasize that I am not a qualified technician nor have I been trained in the field of Network management. I spoke to a Nozipho who told me that within the. Ext 24 to 48 hours, my line would be activated. She asked for my serial number on the modem which I gave as well as a long digit code which start with the letter B.

All the information they asked for was provided. 16th May (Tuesday) was the first day I called. I called a few more times more on Wednesday, Thursday and Friday. On Saturday, 20th May, I called Mweb at 10:49 only to hold for an agent for just over an hour. When I eventually got through, I was told that Open serve will come to sort out the line within 24 to 48 hours. At this point my frustration grew. I asked to speak to a supervisor or manager and Nozipho informed me that she works from home so she will contact the manager to call me. To my dismay, no manager called me back.

On Sunday afternoon around 12:52pm a gentleman named Pastor from Open serve said that he will get someone to come home to activate the line.

On Monday 22nd May around 9:30am, Anesh from Open serve came home to activate the modem. He then informed me that everything was active from their side and I would need to call Mweb to active my line from their side. I was a bit annoyed but called Mweb again only to be told that it will take Mweb another 24 to 48 hours to activate my line. I refused to end the call with the agent until I spoke to a manager about the pathetic service I was getting but yet again I heard the excuse that she as the agent was working from home but she will inform the Manager (whose name is Carmen) to call me. I refused to end the call until I got some proper answers. Low and behold within a few seconds of refusing to end the call, I received an sms saying my line is now activated and I was supp**** my username and password.

When I ended the call to put my username and password but frustratingly enough, it was not working and the router internet line was still off. We called the technical support department from Mweb where we spoke to a Junaid who then informed us that the modem that I had was not compatible with the Mbps download contract I took.

Whose fault is that?

I gave all the relevant information to the agent when asked. When I told Junaid that I requested to speak to the manager, he said there was no ticket logged in to request a manager contact me. I told him that I asked Nozipho on the Saturday and I asked another lady on the Monday but both did not log a ticket.

On Wednesday 24th May 2023 we managed to speak to a manager name Bryce who was the back office manager. He escalated the matter for us. He mentioned that in an hours time he would contact Open serve and give us feedback. 2 hours later we didn't get a call back so yet again we called Mweb.

This situation has still not yet been resolved and I am without fibre for over a week. To add insult to injury, I received an email stating that I am now active from Mwebs side and will be billed as of the 23rd May 2023. This poor service is nothing more than a don't-care-a-damn attitude from all the agents including managers (who I was always told when I called, was in meetings) except the technical support.

I have to reiterate my first statement....MWEB has got to be, BY FAR, the worst customer service experience I've ever had.

Please can some measures be taken from higher management in Mweb on the extremely poor service being rendered.