Last attempt

This is my final attempt as resolving this issue, if this issue does not have a set in stone timeline before the end of the week I will be taking my business to another ISP and my family and friends with me.

I, note I took the initiative yet again, to phone Mweb. This after I received a phone call from someone to respond to my problem from my previous hellopeter review. The person told me that he will consult with the relevant department and they will get back to me and my case takes priority since I have been without the service as promised for over 2 weeks already. I thought well this is swell, I might actually get this problem resolved quickly and efficiently.....WRONG! No, I phoned them today to inquire what is holding the response from this ever efficient company back. There was nothing, not 1 thing holding this back, the case could have been fixed some time ago but lack of follow-up (ironically this problem features in this review too). The technical consultant sounded surprised when she read the log of correspondence of my case. I was then told to speak to a 'Carmen' at the time I was transferred. I requested to speak to Carmen but was met with the reply that she is on leave. The consultant then tried to accommodate me with another escalation specialist (evader of calls) after I had to nearly lost my temper since this seemed to a feeble attempt to simply continue to give me the runaround. I was then informed that 'Bronwyn' will be phoning me at 14h00. At 14:13 I received the call from Bronwyn. I was advised I would have to wait for another call only tomorrow afternoon at 14h00, we will see if it can be made on time.

The previous review and response is quoted below.

TBC

"Transfer and hold game, but the bills keep coming. No internet since the 19/12/2017, it is 29/12/2017 today. I opted for an upgrade from ADSL to Fibre and inquired whether there will be any downtime. I was met with promises of a smooth transition and simply pro rata payment assurances. After the Open Serve technician installed the cables and ONT, a quick setup should have been done on the fibre router and voila, internet should be had in full force. On the installation day the ADSL wires has been pulled back by the technician and no internet via ADSL was possible anymore. On 21/12/2017 the router arrived and installation was done. The "activation" was done by Mweb but absolutely nothing happened and still no internet as the time of writing this review. I called Mweb everyday for an update as this is of paramount importance to me. I keep being transferred to every department and no-one seems to really know what to do. I have spent R520 on mobile data just to not fall behind on work. That is more than half of my "cheap" premium for fibre for which I am also being billed. With the promise of credit after I mentioned that I will not be paying the premium for the time in which I do not have internet. I have spent 2 hours and 42 minutes on the phone with Mweb's consultants and have nothing but a few reference numbers to show for it. Some of the consultants have proved more helpful than others, some simply put you on hold for no reason other than they do not what to do. Telkom/Open Serve has now closed both tickets to them due to the error being an incomplete order from Mweb. I used to be an loyal client for a while and used to advise my family to join Mweb; I will not give that advice anymore. When you need internet from Mweb be sure to order months in advance. How would one speed up this process? Only the people on holiday I suppose because phoning Mweb to deliver on promised service seems to be a matter of chasing one's own tail.

Official business reply Good day richard-du-plessis

Thank you for taking the time to bring this matter to our attention.

As discussed with our client service representative, this matter has since addressed and escalated to the relevant persons.

They will be in contact with you as soon as they have concluded their investigation.

Should you have any further queries, please feel free to call our contact center.

Kind regards

MWEB Client Services

2 Jan 2018, 13:02 a day ago

3 Jan 2018, 8:21 6 hours ago richard-du-plessis: A consultant phones me and tells me that he will speak to the relevant department and they will update me on the situation, the consultant also told me that my case takes priority as it has been 2 weeks since I have been disconnected. I have received no response further. I did not think Mweb could frustrate and disappoint any further but here we are. I loathe writing hellopeter reviews but thus far this was the only point where I received any, albeit useless, response."