MWEB pathetic Tech Support but quick to ask for cancellation fee

I have been experiencing horrible internet from MWEB since the 1st of July 2021. I have a 100/100Mbps fibre line. Each day, up until today, I requested tech support and provided relevant test results to my online query.

The issue I am facing is random internet disconnections during the day (minimum 5 times per day) even though the lights on my router and ONT are green. I have to restart the router each time I want my internet connection back.

Every day, from 18h00 - 21h00, my internet goes to sh*t. Speeds drop - the worst result I got was 0.8Mbps download and 14Mbps upload. I also experience high latency and packet loss during those times. It makes gaming at those hours the worst experience ever. I would not even wish my biggest enemy to experience that. Besides the gaming, I cannot even watch a 1080p/720p video on YouTube without it buffering. All these results and reports were added to my online query.

Eventually, tech support contacted me (after many, many attempts from my side and a lot of airtime wasted). They requested traceroute tests from my side. I obliged and gave them comparisons of traceroute tests during the day and at night. There was a noticeable difference. Latencies to the mweb servers during the day were normal (below 20ms) but that was not the case in the evening (over 1000ms). I gave them results for various local and international sites including twitch, youtube, Afrihost, and cool ideas. The results were noticeable as well.

I even bypassed the router and connected straight to my fibre box and it made no difference. I have been crying and contacting them on a daily basis because I was not happy with the service that I was receiving. As a paying customer, R1099pm, I felt ******. ****** of my happiness. I paid an ISP so that I can complain each day about my issues. Therapy basically. There is simply no solution to my query. Tech support is utterly useless and nonexistent.

I work from home and do a lot of online gaming and twitch streaming after my working hours. This has become such an inconvenience over the past 2 weeks. All that tech support said was "please test using a cable" or "I will escalate your issue to the technical specialist team." I got Evotel involved in this as well. They are the fibre network operator in my area. They confirmed that everything was fine on their side. We even had a conference call between the three of us. On that specific evening, mweb tech support confirmed that I had lost connection 9 times for that specific day.

Now, I want to change ISPs because of the terrible service that I have been receiving. The funny thing is that I know that I am still within the 12 month period, and mweb were so quick to charge me a cancellation fee of R3,214. Why were they not so quick to assist me with the issue that I have been complaining about? This experience was far worse than my ADSL days. I feel like it is unfair to pay a cancellation fee when mweb did not do their part in providing me with stable internet and making me a happy customer. They have all the proof that my connection was very unstable. Why not put the same effort and energy to solve technical queries?? So quick to ask for money but terrible at customer service.

A cousin of mine that is with mweb as well, who lives up the road from me, is also experiencing the same issue with them. Another cousin of mine, in the same area, is with Vox and he does not experience any issues whatsoever. Clearly, it is an ISP problem.

I have been with mweb for a number of years but my fibre experience has been the worst ever.

Therefore, I will NEVER ever recommend them to anyone! The ****ing worst ISP ever! Terrible customer service and useless tech support.