Horrible and frustrating customer experience

I placed an order with Mweb over two weeks ago to get fibre. Installed at my premises. I informed them that it was urgent and needed as I was starting my new renote job on 1 August. The expectation was set that the modem would be delivered within two days after payment was made and it would take 7 days after that for installation to be completed.

I did my homework and checked the coverage on the website and to my dismay stated that there was no coverage even though housea directly opposote me had fibre. I was lucky enough to have a conversation with a technician who was working on the lines opposite my house and he informed me that I could be connected I just need to call telkom/mweb and explain that I was informed by a technician that fibre could be installed by running a cable from a telephone pole accross the road to by house.

Fast forward 2 weeks and multiple chats via the mweb app asking for updates I just received an sms stating my order was cancelled. I expressly asked the support staff to make notes on my tickets stating what the technicians informed me.

This is unnacceptable and a disgraceful customer experience.

I await your assistance.

Kind regards,

Robin