MWEB ***

*** I opted for a promotional 30Mbps Fibre package on 19 November 2020. On 20 November 2020 I called and requested a change and opted for the 100Mbps package. Concerns: * The connection went live yesterday (11 March 2021) and I discovered my request was not processed as explained above (100Mbps instead of 30Mbps) * The connection went live, without any notification - this means ADSL connection was terminated while we were working online and attending classes. * The connection went live without the router being delivered - it should have been the other way around. (this means the customer is without internet connectivity until the router is delivered) * I called Sales and only on my 2nd call a option was suggested to have a temporary 4Mbps line - which unfortunately is not a workable solution * Also only on the 2nd call to Sales they advised this will be escalated to the agent concerned (Shanice Martin) and her Team Leader. I got a missed phone call from the agent on 16/03 with no message or follow up call. Adding to this I have noticed the wrongly activated 30MBS line is only running @ 15MBS. I reported this on 15/03, spend 30 plus minutes on the call and even the line speed is still not be fixed. In the past I did not have issues with the customer service or turn around time in resolving issues. But the past 2 years it seems customer services and technical abilities to resolve issues must be raised as a area of huge concern.