Horrible experience with Mweb/Openserve

Five weeks ago I optimistically placed my order for fibre with Mweb as there was already fibre available in my complex, little did I know what was in store for me. One week after placing my order Mweb delivered the free router. I was impressed as the fibre line had not even been installed yet. After receiving a bill from Mweb, I became a bit suspicious and decided to phone them. Mweb adviced me that the fibre line was indeed active and that I could use it. I went on to explain to them that there was nowhere to plug the router into as Openserve never came out to install. After a 50 minute conversation with them, I was told that the issue would be escalated to Openserve. I found out two weeks later, after being passed from agent to agent and agents promising me that their supervisors would call me back but never did, that Mweb had in fact logged with Openserve that the ONT was faulty and as such the issue had been given a low priority. I went on to explain that there was in fact no ONT and was promised once again that this would be escalated with Openserve. The shocking part here is not the poor service from Openserve (we don’t expect anything better from them), it is the fact that Mweb starts charging you soon after you placed your order irrespective of whether you have a line or not. Even despite the fact that Openserve never once contacted me or attempted to install. Mweb also never once, despite the fact that I had many open queries with them, were able to give me any feedback on the situation. I always just got a standard reply that they will escalate to Openserve and I am being charged because the line is active. Eventually the stress and many phone calls to Mweb became too much for me and I decided to cancel the fibre order all together. I have been advised by the rude sales support lady from Mweb that I will only be refunded once Mweb has collected the router, so I am currently still waiting for them to collect and refund. My advice however is to rather steer completely clear from Mweb and Openserve.