MWEB FIBRE SERVICE IS APPALLING!

I ordered Fibre well before the lockdown period in South Africa was put in place. Within two weeks, Mweb and MetroFibre teams were at my residence installing all the necessary wiring. I was then told by a technical team that activation would take 24 hours.

A day goes by and I phone Mweb to confirm activation. The operator tells me that it's not 24 hours but 48 hours. So I wait another day.

I call again only to be told that MetroFibre has not confirmed the status of their installation at my residence so Mweb can't activate my Fibre until they get that.

A week goes by and I call again. I get put on hold for almost an hour. My husband attempts to call as well only to have the called dropped on him.

An Mweb employee tells me that activation cannot begin without a number that is found on the **inside** the white box that the technicians have mounted to my wall. The operator tells me to gently pull the cover towards myself to open the box. I can't get it open.

When my husband tries that evening, he realises that the box is actually fastened shut and that "pulling it gently" won't open it but will actually break it. (The nail is covered so you don't realise at first that it's nailed close).

I attempt calling and keep getting put on hold. A week goes by.

I call again and this time the operator told me that the instructions I received were in fact incorrect - Mweb should never ask a client to open the white box; it is fastened shut for a reason. The number they're looking for should be on a sticker on the **outside** of the box.

Except MetroFibre did not leave a sticker on the box. There is no number. The operator informs me that they'll follow up with MetroFibre to get the number and confirmation.

Then she says that she can't tell me when I'll get my sms confirming activation. So it has gone from 24 hours to 48 hours to indefinitely. Who knows when Mweb will activate my Internet? They don't even know.

A week goes by and I call again. This time the operator tells me that they still need to follow up with MetroFibre. How long exactly does it take to follow up with MetroFibre for a simple confirmation?

Now I understand that during lockdown, there are so many members of the public desperately trying to install or upgrade their internet connection. If I had been told from the start that it could take 4 to six weeks, that would've been fine. Not ideal but fine.

It's the fact that I'm told 24/48 hours only to still be waiting a month later with mixed messages, *********** operators who don't know the product and staff who can't follow up simple queries.

I have had enough! I'm currently in the process of contacting the Consumer Council because I really don't know what else to do at this point.

I will be writing a separate review for MetroFibre as they are also to blame here.