MWEB LTE has given us less than half the data we are paying for on our capped contract, there website is not working and after hours spent on their call centre no one can helps us receive what we are paying for.

After making a switch from ADSL to LTE due to cable theft and Telkoms incompetence to replace the cables (a separate issue all together). We run into multiple time consuming and expensive problems. firstly MWEB said they would contact us for an alternative solution there idea being LTE they of-co**** never contacted us with this and so we phoned them ourselves. MWEB said an LTE product would be our new alternative option, from the start it was not an alternative in the slightest sense considering there were no options for uncapped LTE and our previous package was uncapped and so throughout the months we found our selves often having to topup our package mid month and upgrading to a higher package for the next month. and in December we got ahold of MWEB to upgrade to the "120GB daytime 120 GB night time (240 GB) bundle" our MWEB account reflected that we had purchased this bundle and we had also been billed for it we monitored how much data we used each day, using the website MWEB gave us to monitor it initially on our first switch over to Telkom LTE. Our month went fine until the 14 of January 2020 when the WIFI stopped working altogether we recorded that we had used (98 GBs out of the 240GB Total) and received a message that we had used up all of our data (daytime and nighttime) we spent half an hour on the phone trying to get ahold of someone at MWEB and eventually we got ahold of a very helpful technical support agent by the name of Shane who informed us that it seems we had been downgraded to a smaller package. He ran a few tests and got ahold of Telkom as-well and he said that it certainly shows that we have not used 240GBs but only 98 GBs of in witch some of this data we used had been carried over from the previous month, witch means our package for this month was even smaller. Shane told us that from the start of the month we had not been given the correct amount of data, and told us that the sales department was the only way to go about repairing this mistake of MWEBs and so he transferred me to sales BUT THEN... the call gets cut, a common thing experienced when being transferred around MWEBs unfunctional call centre, so I phoned the sales department and after I am on hold for another 20 minutes my call is answered by a lady in the billing department who kindly says she will transfer me to the sales department You"ll never guess what happens next... the call is cut once again after about another hour of this I eventually get ahold of sales. and while i am speaking to sales they tell me that the correct department to speak to is the client services department another 20 minute hold and client services answers an they tell me I need to go all the way back to technical support (the first people I spoke to). And so I requested for a manager to call me back.

and multiple people called us back I don't know what their job title was but they were more clueless than everyone else I had spoken to that day and even less helpful and each one of them gave us completely different excuses as to why we where only given under half the amount of data we were paying for some of these including:

1. for the first month of your new package you are given a pro-rata of about 104GBs total

2. monitoring the amount of data used on the site we gave you is inaccurate (even though the technical support guy said that what our SIM card was reflecting on his side was the same amount we had recorded)

We have still not been helped by anyone at this time it is now the 16th of January 2020 maybe now that this has been made public someone from MWEB will actually help us but i am not convinced and if we are not helped before the end of this month we will be canceling our services with MWEB

this is what we need solved:

we know after speaking to technical support we are only receiving less than half of the data in our package and we need the rest for this month and we need to be assured that we will be given our full package next month and in the months to come if we are to continue using MWEBs services

we have also used tons of minutes on the phone to mweb wasted and there website is not working for us when we need to buy boosters ie. topup our account we are getting an error message saying our account is running in restricted access mode.