MWEB thinks their customers are all IT technicians

Dear MWEB Support Team,

I am writing to express my disappointment and frustration regarding the recent delivery of my MWEB router. The router was delivered to my address without any installation or on-site assistance. As a paying customer, I find it unreasonable that MWEB expects users to act as IT technicians. Not everyone has the technical knowledge to correctly set up a router and ensure that the internet connection functions properly.

I am an online teacher who relies entirely on a stable internet connection to conduct my classes. Because of this situation, I was unable to work and consequently lost approximately R1,000 in income. This could have been avoided if a technician had been sent to complete the installation.

May I ask—does MWEB genuinely expect all customers to be IT technicians? If installation is not included, it should at least be clearly communicated at the time of purchase, and an affordable installation option should be offered.

I kindly request that you review this matter urgently, provide a solution, and offer appropriate compensation for the loss incurred. I hope MWEB will reconsider its approach to customer service and installation procedures to prevent similar inconvenience to others.

If this issue is not resolved quickly, we will choose another service provider and also ask people we know not to.

Sincerely,

Bertie Matthysen

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