MWEB please just close your doors.... just.... close them....

I have been trying to transfer a domain away from MWEB to another hosting provider and I can honestly tell you that I haven't been so appalled by the level of service received. I deal with a lot of ****py service providers but MWEB takes the cake. Firstly, waiting in a queue for half an hour is not acceptable. This costs your client money. Then when you get to position 1 in the queue, the next thing you know you're in position 7. Adding another half hour wait and a bigger loss of voice data and/or airtime. I then finally get to a consultant, am told that the client needs to send a cancelation email to *** just to get told by the client that this did not work and the mail was not delivered.

Here we go. Into the queue again. What do you know? Half an hour wait to get to an agent. But wait, there's more... The line is dropped before a single word can be said and I am forced to sit in the queue AGAIN for - you guessed it- another half an hour (this time it was almost 40mins). I am then finally told that the *** email address is not for cancelations, and I'm told that there is no email address to send a cancelation request to. Great. I'm then asked to be transferred to accounts to request the cancelation. This is extremely idiotic as the agent continuously told me that the client has to request the cancelation and that I cannot do it on his behalf (of which I am well aware). Meaning that sending me to wait in queue again just to get to an accounts agent so I can get told that the client will have to sit in the queue again and request the cancelation himself shows you how on the ball their support staff is. I speak to this account agent and explain (at least she was nice), but I am told that there is in fact an account cancelation email address to send a cancelation request to but that it is ***. Now at this point I've spoken to 3 agent and got 3 different answers to the same question, and here I am hoping that this time it's the correct info.

I asked the client to resend the cancelation email to the newly given email address only to get phoned by the client saying that he received an autoresponse saying that the given email address the cancelation was sent to is an unmanned inbox only to use for document sending.

The client is now forced to make a decision. Throw away the domain name due to the absolute horse**** service from MWEB, or keep wasting money phoning and sitting in queues to try and solve a very simple matter. I own a web hosting business and in my opinion, if you cannot even process a cancelation, how the hell do you function in an industry where client data security and keeping a level head due to the sometimes intricate workings that is a server environment???

The first consultant didn't even know if TTL's could be changed. It's one of the simplest (if not THE simplest) functions to manage as a web host.

MWEB is on cPanel (as am I), but their "Full Backup" feauture does not include emails (not such a FULL backup after all), and the worst part is I explained exactly how I will be managing the client's data transfer (backups) and was told that the method would work. If I did not notice the size (being almost impossible in any normal instance due to me not knowing the client and space requirements yet, i.e I'm not fami**** with his server management like I am with all my clients (to the name) I would have completely and utterly missed this and the client would've lost his emails. This is completely unacceptable as a hosting provider due to the client's data security being of the utmost importance.

The function to edit DNS entries is also removed, meaning the transfer process is now reliant completely on MWEB's response time and technical capability which I cannot trust for a second. How the hell do you guys run big companies if you do not grasp the basics? I am an intermediate server admin and I know more than ****ing MWEB. Can you actually believe that?

I will be following up on whether the client wants to take action on this due to the domain not being released. As he is the regsitrant and owner of the domain, not releasing his domain (or making it impossible for him to release the domain) is a ******** offense. I had a similar case two years ago and the original hosting company was held liable. So all I'm going to do is contact the entity mentioned and request the procedure followed as we already have precedence.

You might think "yeah sure you will". Watch me. It's a waste of my time, yes. It's a waste of the client's money, yes. But I am absolutely sick and tired of experiencing ****ty hosting/ISP serice whenever I am forced to get in touch with another hosting provider/ISP.

I stand for exceptional client service, and MWEB used to too. It's time you get knocked on your ****.

Please close your doors as you cannot manage as an ISP (had a huge issue with our internet a month ago that is not necessarily relevant to this complaint but surely acts as an extension and proof of continued ****ty service), and you also cannot manage as a hosting provider. You've had so many opportunities to prove me wrong and literally every single opportunity you got, you floundered and made sure I am aware of just how absolutely terrible your service has gotten. Saying you provide horrible service would be a compliment.

If anyone has read to here, please do not use MWEB for any of their services. This is not just an opinion. This is personal experience based on more than one of their product/service offerings. They couldn't care less about you. Find someone who does. We exist.