*********** sales, customer care and management

We were moving out of our apartment on the 28th of February.

We then send Mweb and email notifying them that we would be moving to a new address and gave them the new address.

We followed up with another email on the 3rd of March after moving into the new apartment on the 1st of March.

After receiving a response from the moving department telling us to send forward our proof of address and ID documents. We did that.

After receiving no further information for 3 days we called the sales department and were told that after receiving the documents they will then send us an email and once received they would then give us details of what would happen next.

On the 6th of March we were instructed to send our proof of address, an image of the vumatel box and and exact date of the previous tenants date of termination of ISP service (We do not know these tenants so this was impossible to surmise).

Mweb then said and I quote:

“Unfortunately, a new activation order cannot be submitted, prior to the effective cancellation of the current tenants' order from the Vumatel system.”

Immediately after that the email continued to inform us of their promotion and notifying us that we would be liable for the cost of a new installation.

We then followed up with an email on the 9th of March with the required documents minus the tenants cancellation details, we then informed them that we do not know these tenants and cannot provide that information (because in what world do tenants sit and talk about ISP cancellation dates.).

On the 11th of March we were then asked to confirm that there is a fibre power cable, which doesn’t make sense because we sent a picture of the fibre box as required before.

We immediately responded and notified them that all the equipment is there and in order no new installations are required and box.

We then got no response from Mweb via email, we then decided to call the customer care line for the next few days we were told.

For the next four days we kept calling customer services trying to understand what is the delay and what the problem is in restoring our internet connection, all we received was the run around, or “we are waiting on the other isp to clear the line” or “we have sent the request from the sales team” or “ we are waiting on vumatel it should take 3 days”

After 4 days no response and or any updates on the matter via email, we then sent another email on the 15th of March notifying them that we have been calling trying to get through to the technical team to no avail.

Again being sent from pillar to post and being given the same nonsense about having to wait a few days.

On the 17th of March, we then received another email notifying us that they have only now sent the request to the sales team who will then make the request to Vumatel. So from the 3rd of March when we initially made the first request to have our services moved to the new premises only now have they decided to make the request to vumatel.

Meanwhile upon our investigations with Vumatel we were notified that the line has been cleared and Mweb should have full access to the line and our data restored. So someone(Mweb) is lying.

On the 19th of March we called customer support and we’re assisted by technical support and we’re told that they have sent the request forward and once Vumatel has received it they will restore access to the line within a few hours and if not this procedure could take 3 working days (72 hours).

We then waited until the 22nd of March hoping the 72 hours have passed and that we would have internet restored. No. This was not the case.

We creen waited some more hoping it would resolve itself within the next few days.

Today the 25th of March we still have not had our internet access restored. We tried again to call and we’re then asked if we have sent the proof of residence again to Mweb... honestly how *********** can this company be?

We sent this on the 3rd of March and again on the 6th of March how do we still have to send this again? After notifying technical support about this we were then left being told that “the team is working on our account”

The entire month of March has gone and we still have not had our internet connection restored.

In the meantime, my children are attending school online, they have missed a few exams. We run a business from home and have not been able to do anything this past month.

All because we are waiting for Mweb and they are not doing anything at all to expedite our request or make any meaningful progress with restoring our connection.

We are beyond fed up and are considering canceling our membership with them all together.

This is absolutely ridiculous and infuriating that we have to go a whole entire month without the internet connection being restored when we notified them well in advanced and sent forward the required documents and connected all the hardware already.

And at the end of the month they will be demanding their payment for the internet when we haven’t used the internet let alone had the connection restored and not for the lack of trying on our part for the entire month. I need someone to sort this out asap..Contact me Elton on *** 0r *** I have been advised from friends to take the matter forward with the ombudsman and lay a formal complaint with ICASA for assistance further.