MWEB INTERNET SERVICE PROVIDER

I am very disappointed in MWeb. I am already almost 20 years a customer of yours and was once disappointed and Mweb rectify the issue immediately and after that I already told about 15 customers to just go to Mweb. But after this experience I received upgrading my ADSL to Fiber was an nightmare.

I already placed an order with Mweb in August 2020 – Order number X*** – and I received the same e-mail from MWeb. After that I arranged with the fibre provider to come and do the installation and that was finalized on the 19th August 2020 by them. I phoned Mweb to inform you that the installation was done on the Thursday the 20th August 2020 but was 37th in the queue and left a message to phone me back. I received an call on the Monday the 31st of August 2020 and spoke to Washima about my request. I told her that Fibre provider already did the installation and I am waiting for the Mweb rooter (As MWeb advertize Rooter and Installation included). Washima told me that the rooter takes 48 hours to be delivered to the premises and then I can connect it to the installers fibre line and normally after 48 – 72 hours the line will be active. I have not received any rooter last week so I followed up today the 7th September 2020 when my rooter will arrive. To my shock the person at Mweb (spoke to 4 people and spend 2 hours to get through and was put on hold and been cut off) the feedback was that the order was cancelled!!!!!!!!! This gave me an almost heart attack because I am waiting now for a month and now Mweb is telling me the order has been cancelled????????? I am hugely disappointed and disgusted with the service and no one could have given me any answers who cancelled it. To my last discussion with Washima she logged that the rooter will be dispatched and I still asked her what the cost will be monthly. I even phoned the Fibre installer guy while Washima was on the line and confirmed the DSNW number with her. NOW THE FEEDBACK IS IT IS CANCELLED?????????

Hopefully someone of your department can come back to me and explain what is going on. NEVER EXPECTED THIS SERVICE FROM SOMEONE I RECOMMENDED TO SO MANY PEOPLE.

I also have not received an sms with my MASTER ACCOUNT DETAILS AND PASSWORD with locking this 2nd order!!!!!!!

Please advice what MWEB will do to rectify this issue.

Would like to speak to an SENIOR person that can give me answers and not have to put me on hold for 30 minutes and come back with no answer.

Angry and disappointed Customer