MWEB can't do their own work but we pay them a service fee

On 11th July, I requested a move home to have my fibre moved to our new address. There was already a fibre box installed in our new house. The consultant explained we would need to take a photo of the fibre box and send it through so they can connect us when we move.

We only got the keys to our new house on 15th July and I took a photo and sent it though via email to ***. I received no response to say they had received the photo. On 16th July the day of our move, our fibre at our old house was cancelled. I took our router to the new house and called Mweb to activate us and was told that the line was still activate with another ISP and MWEB can not do anything until the line is released. I had to send proof of my new address which again I did at 09h06 on 16th July. Again no feedback was received except a generic email to say Mweb had received the documents. Again, I had to call MWEB to check the status, they told me that they had sent everything to Vumatel and had to wait for Vumatel to release the line, they did not know how long it would take.

On,18th July I called again and was told "sorry now feedback, we must wait" , with no turnaround in sight as Mweb does not call Vumatel they only work on ticket systems and must just wait. I requested to speak to a manager and was told sorry you can not as they all work from home and they can not transfer me. I asked for a manager to call me back and today, 22nd July I am still waiting for a manager to call me.

I then did my own work, I got the number for Vumatel and called Vumatel myself and escalated to them via their activation department. I called Cell C (who was the other ISP) as I was sent the reference numbers etc from the previous owner. I spent most of my Monday through Thursday trying to rectify my fibre issue which in actual fact I pay R799 a month to MWEB and this is part of your job to do. I then managed to get in touch with a Vumatel technician and he actually escalated everything for me via head office with all the same documentation I had sent to MWEB.

At 4:31pm, yesterday, I called Mweb to follow up on my order and they told me my line had been released and they could now activate me.

1- Why did MWEB not call me back to advise that my line was now ready to be activated? 2- Why was there no update on your system as I checked under my profile and it still showed "Provisional status"? 3- Why did I as your client have to do all the running around to get this sorted? or I would be sitting waiting for how long?

I work from home and so does my partner and we have a bill now of over R1500 in data as we had to hotspot to work or we would not be able to do our jobs. I have a bill of over R300 in making phone calls to MWEB, Vumatel and Cell C and being kept on hold for excessive amounts of time.

I have requested itemised billing from my cell phone service provider and I will be sending these to MWEB to reimburse me and I would like a reimbur*****t on R799 I had to pay to MWEB at the beginning of July and we sat for 1 week without internet.

I would like a response back as to the terrible service I have received from MWEB.