MWEB MOVING RESIDENCE NIGHTMARE

I submitted a moving home request from Web on the 29th of January 2025 via their web portal on my profile, it asked me if the new residence had a ONT box installed , I ticked yes, asked me when should the last day of the previous product be i selected 31/01/2025 as that was when I was moving. They asked me to select a product available in the new area of residence a I did (Order: X***4) and they said they would debit me the amount of which they did. its been 11 Days without internet without any communication. I tried calling, their number never puts me to the consultant but rather the voice prompt repeat themselves, I tried to use the live chat on the website it always says "will connect you to the next available agent" but never does. At some point I waited 3 hours and got connect. I had to tweet them multiple times just to get their attention only because I put them on blast out of frustration, I work from home and having no internet is like a death sentence removing food off my table, data is expensive! what's worse is that they going to debit me the full amount come month end without considering that I did not have their service for a full month.

All of this is really frustrating cause I have been a customer for approximately 3 years if not more.

They finally dm'd me and said they would look into the matter. Today I get a message that the delay in getting my internet sorted is cause of there was no confirmation of ONT Box, yet I ticked it during the submission of request. Furthermore if they was no confirmation why did they not communicate? I did not receive any sort of correspondence up until I called them out on twitter.

The worst service i have ever received. I am thinking about even changing to a different ISP maybe they would appreciate my money and business