horrible service from Mweb and its consultants
I am writing to formally lodge a complaint regarding the prolonged disruption of my internet service.
I have been without internet access since Thursday, 2 April. A call was initially logged on that day, and while I understand that this period fell just before the Easter long weekend, the lack of follow-up or resolution has been extremely disappointing.
What is particularly concerning is that I had to take the initiative to log a second call and continuously follow up on the original ticket. This should not be the responsibility of the customer. Additionally, my experience with your call centre has been unacceptable. On one occasion, the call was abruptly disconnected, and when I eventually managed to speak to a consultant, I was advised of a seven-day turnaround time. At the frequency with which I have had to contact your support team, I have become all too fami**** with your call scripts, this is both frustrating and indicative of the inefficiency I have experienced.
As a paying client, I expect a reliable service and timely support. It is unreasonable that I am expected to endure extended downtime while still being billed for a full month of service. Furthermore, I have had to incur additional costs to secure alternative connectivity during this outage.
I request urgent intervention to resolve this matter and ask that you provide feedback on:
The status of my service restoration Steps being taken to prevent such delays in future Consideration for a billing adjustment or credit for the period I was without service
I trust this matter will be treated with the urgency
We completely understand how frustrating it must be to experience an extended disruption to your internet service, compounded by repeated follow-ups and call disconnections. Your experience does not reflect the reliable service you rightly expect, and we appreciate you taking the time to provide detailed feedback.
To address this matter urgently, we have escalated your case to the team responsible for Vodacom fault follow-ups and requested that they keep a close eye on your service restoration. They will be providing you with updates as soon as possible regarding progress and any actions taken to resolve the outage.
Your concerns regarding delays and service experience have also been shared with our Service Quality Team to ensure they are reviewed and considered for improving our support processes.
For any additional questions or assistance while this matter is being monitored, you can reach out via Hello Peter, and our team will respond promptly.
Kind regards,
Mweb Team
We completely understand how frustrating it must be to experience an extended disruption to your internet service, compounded by repeated follow-ups and call disconnections. Your experience does not reflect the reliable service you rightly expect, and we appreciate you taking the time to provide detailed feedback.
To address this matter urgently, we have escalated your case to the team responsible for Vodacom fault follow-ups and requested that they keep a close eye on your service restoration. They will be providing you with updates as soon as possible regarding progress and any actions taken to resolve the outage.
Your concerns regarding delays and service experience have also been shared with our Service Quality Team to ensure they are reviewed and considered for improving our support processes.
For any additional questions or assistance while this matter is being monitored, you can reach out via Hello Peter, and our team will respond promptly.
Kind regards,
Mweb Team