Internet “Upgrade” That Downgraded Everything

I requested an internet upgrade with MWEB expecting improved service. What I got instead was the same speed, no upgrade, and an exhausting call-centre experience. After being "Caller Number 3" for 1.5hours holding on for an operator I did hang up the phone.

The upgrade failed completely, leaving my connection the same as lower upgrade yet Billing was on time deducted as per new Upgrade. It's unacceptable being charged for upgrade yet speed at home is still low. Despite multiple calls to MWEB’s call centre, logging onto the website for an operator on life chat waiting another Hour to answer yet now still no answer to my query.

What’s most frustrating is the lack of ownership. For a company that markets itself as reliable and customer-focused, the support experience was slow and no one has yet come back to me on the phone or online after logging into my profile and deeply disappointing. An “upgrade” should not result in worse service and wasted hours on the phone.

If you value your time and a stable internet connection, think carefully before requesting an upgrade with MWEB. My experience shows that when something goes wrong, getting it resolved is a battle.