Mweb - misleading advertising for fibre

Mweb have been advertising; 1. ADSL is being discontinued 2. Fibre is fast, VERY fast 3. FREE installation, FREE activation and FREE router on ALL our Fibre providers – you SAVE up to R3 500 4. NO THROTTLING on ANY of our Fibre products

To cut a long story short: It took many phone calls with long waits, and then I was expected to install the router myself, a small box plus eight bits and pieces, according to their instructions over the phone. Impossible! So they said they’ll send a technician but I will have to pay for it!

I'd already agreed to pay the R399 per month for fibre, instead of the R289 I'm presently paying.

Here is the story in full:

A courier delivered a box labelled Zyxel (which I now discover is the actual fibre router).

A young man from a contractor came twice, climbing poles in the street, and doing some new connections in my computer room. He connected up a new flat box labelled Nokia and put it under my old router. I took it for granted this was the fibre- router from the packet labelled Zyxel, but now I discover that the Zyxel was still in its box.

He said I just have to phone Mweb Technical Services and they’ll do something at their end, and then voila I’ve got fibre! No, Mweb first in fact had to send a message to my wife’s cell phone, which they did , but their own cell number they said it was from proved not to exist.

I phoned MWeb landline again , and their final message was that the fibre-router is still in the Zyxel box and that it is my job to unwrap it and connect it up. It’s a small black box with eight separate packages containing bits and pieces. He started to tell me how to connect them up but I couldn’t complete the first job because I couldn’t find a suitable socket on my mains electricity for it. He said they’ll send a technician round to connect up the router but I’ll have to agree to pay for it! (To get to speak to this chap meant being passed from Technical to Sales and back again, hanging on the line for minutes each time.)

I can’t find a place on their website for complaints, and not much hope I’ll get satisfaction. Meanwhile I'm paying an increased monthly rate but haven't got fibre!