Mweb- not Happy

Subject: Ongoing Fibre Activation Issue and Poor Service Experience

Good day,

I am extremely disappointed with the service I have received regarding my fibre installation and activation.

I app**** for MWeb Fibre approximately two weeks ago. A sales consultant contacted me on Monday, and I completed the sign-up process. The technician was originally scheduled to install on Friday but was unable to do so due to heavy rain. He then contacted me on Saturday and completed the fibre installation and wiring.

Later that same Saturday, I received notifications confirming that my fibre service was active and that my router delivery was pending. On Monday, 7 September, the router was delivered. I connected everything according to the instructions provided, but I had no internet access.

When I logged into the portal, I was prompted to make a payment, which I immediately did despite being under the impression that the service was already active. The portal stated that activation could take up to 48 hours. Additionally, the debit order was successfully deducted from my account.

Since then, I have spent countless hours trying to resolve this issue:

I logged a complaint through your website. Multiple chat agents assisted me, often taking 20 to 30 minutes between responses. My case was escalated to a manager who contacted me and attempted to assist both my son and me with configuration and troubleshooting. I was transferred to the troubleshooting department and remained on hold for approximately 30 minutes before receiving assistance. After being guided through the router setup process, I was advised that the service should work. However, while the router briefly showed an internet connection, there was still no internet access. The escalation manager followed up on Thursday and Friday, and when the issue persisted, arranged for a Telkom technician to visit my premises. The technician attended on Saturday and confirmed that there was no fault with the fibre line or installation. He advised that the issue appeared to be related to the router, which was displaying a red light, and instructed me to contact MWeb.

I then contacted MWeb again and waited on hold for 1 hour and 13 minutes before reaching an agent. Unfortunately, my airtime was exhausted while explaining the situation. I then attempted to use the online chat service, but no agents were available.

To make matters worse, I received an SMS on Sunday stating that my ticket had been resolved, despite the fact that I still do not have internet access.

This morning, I once again spent more than 30 minutes waiting for assistance and had to explain the entire situation repeatedly to multiple agents. I specifically requested that the last agent review the ticket history before responding. It is extremely frustrating that my issue continues to be treated as resolved when it clearly is not.

I have:

Paid for the service. Paid the required activation/payment request. Had the fibre successfully installed. Followed all troubleshooting instructions provided. Made myself available for technician visits and support calls.

Yet I still have no working internet connection.

At this point, it appears there may be a fault with the router itself, and I request that this be investigated urgently. I also request clear feedback on the status of my account and activation, as well as a permanent resolution to this matter.

Please treat this as a formal complaint and provide urgent assistance As i am Livid to explain my Incident to few agents and not getting a resolution.