Just the worst!

I HATE MWeb so incredibly much!!! This has been by far the worst experience I've had with a company ever!

On 1 Nov I moved into a new house with pre-installed fibre, I just needed to have the previous installation connected to my new ISP (not a new installation).

I made the mistake of placing the order with MWeb...

First they sent me a broken router. Which took about a week of phone calls from me, each time waiting for ages in the queue, to finally get a guy at technical support that was able to understand that the router was broken and I needed a new one...

Then when I finally got the new router the internet still didn't work. To this very day the staff at MWeb has been unable to understand and fix this problem. I gave them 2 weeks to resolve the problem, during which time they closed the tickets logged with OpenServe (logged to help resolve the problem) for no apparent reason, without any feedback. I have since learnt from my current ISP that the issue was that MWeb recycled the B-number and thus needed to renew it with OpenServe. However they seemed incapable of doing this.

I phoned multiple times, spent literally hours in the queue, spent more hours with the technical support guys on the phone, each time repeating the exact same steps (which they somehow think will suddenly start giving different results). I tried to log queries on the web portal but those where a complete waste of time since they usually just close the ticket without any feedback. They definitely don't read it because I had to refer multiple agents to information (OpenServe reference numbers, etc.) I added to the tickets on the portal.

I managed to get into email contact with one agent and she tried to help, but to no avail.

I can go on about the astounding levels of ineptitude, but there is more to drama to follow...

So, after 3 weeks of absolutely no internet connectivity and having spent hours and a huge amount of my own cellphone minutes on trying to resolve the problem, it became clear that MWeb is incapable of solving the problem (which proved true, since my next ISP was able to get it all up and running in under a week, once MWeb eventually terminated my line).

Naturally I then wanted to cancel my Fibre connection. Trying to phone them, but they said I should do it online. It was surprisingly hard to find the page to actually do the cancellation from, but once I found it I was shocked. The site claims that I can cancel my product on that page, but yet there is no button to press. Nowhere on the page is it possible to perform this action. I then discovered (painstakingly) that there is a cancel option in the terrible queries section. But here again I was shocked by the level of ****bag this company has fallen to: for all "normal" options the the form you need to fill in is displayed directly underneath the droplist you select the option from, but not for cancellations... Noooo, that option prints an entire blank screen and then hides the form out of sight!!!! INSANE!!! They literally try to hide the ability to cancel from you!!

I can go on with minor issues, but I'll just give the highlight. So in the end I had to fill in the cancellation form twice and email them twice informing them of the cancellation before it was finally acknowledged...

After all of this I was sick and tired of their ****, but it is still not the reason for me posting this review...

When it became apparent that MWeb can't resolve my problem and get me connected to the internet I was informed that I would not be charged because no service was rendered. In fact I have this in writing, this was said to me in an email from MWeb after I queried why they are billing me already for December: "We removed your banking details due to the fact that you haven’t had any connectivity yet and will only start the billing once you are up and running."

Not for a single second from the time I app**** for fibre, to the time I canceled have I had a working internet connection. MWeb was incapable of getting me connected.

Regardless, after some time I got a notice from my bank that MWeb has deducted TWO months worth of money from my account... HOW CAN THEY DEDUCT MONEY FOR DECEMBER IF I'VE ALREADY CANCELED IN NOVEMBER AND EVEN THE NOVEMBER ORDER ISN'T FUNCTIONAL YET!!!!???!!!

To make things even worse (if that is even possible, yet MWeb can...), they then sent my an invoice for "early termination fees"...

So, regardless of MWeb stating, in writing, that I won't be charged, they are now charging termination fees for the connection (which is a service I technically did receive, although it was a broken service that made thing worse and resulted in half of my problems), but they are also charging me termination fees for installation!!! ***!!?!?!?!! They didn't do any installation, the previous owner installed the line long ago!

So finally we come to the reason I decided to put all of this on Hellopeter...

Today I thought I would give them one last chance (people have been telling me for weeks I'm to nice and lenient and tolerant with their ****), but I decided to phone and find out about this billing mistake.

Soooo, after once again spending time in the queue I get my first agent (from the billing department), I explain the billing issue and she informs me that she's going to transfer me, and there I go back into the queue. After some time a guy answers, I explain my situation again and he then also places me in the queue. And then after some time the line gets dropped...

***!!!

Why can't this MWeb disaster not just get resolved and go away!!??

I just want to get away from this mess, but after all the energy, time (personal and time away from work) and cellphone minutes wasted on this I refuse to then get billed R3500+ for absolutely zero service (I had no internet connection at all), the only thing I got was the privilege of getting the worst customer experience of my life!

I'm hoping that if at least one person reads this review and avoids MWeb then I've made a positive impact on that person's life and my pain and suffering has not been in vain.