MWEB unprofessional conduct

I contacted MWEB customer care on 11 August 2022 to have my fibre line moved to my new residence (which had a fibre line already installed). They requested photos of the installation which I immediately sent, including the serial numbers of the existing ONT and fibre patch box.

On 15 August I received an email from MWEB that the matter was handed over to OPENSERVE to activate the line at my new residence, which they did at 8.30am on 19 August 2022. However, they informed me that MWEB will send me an sms to confirm that my connection is active on their side.

After the OPENSERVE technicians left I called MWEB who then confirmed that the line will be automatically activated by their system within 24 to 48 hours. My question to the sales person was why would MWEB request all the photos and serial numbers a week before OPENSERVE, and then still make the customer wait an additional 48hours, to which she had no reply. It seems redundant to request this information if it is not to speed up the process.

It is now Sunday, 21 August 2022, and still my line is not activated. Again, I called MWEB and spoke to their technical division, who told me that it is the job of the sales department to activate my line. However, this is contrary to what I was told on Friday, that the system will automatically activate it.

My main problem with the situation is the unprofessional manner in which MWEB operates. During my call this morning with the technical division on the phone, the person (who did not give his name despite me asking), told me it is 48 business hours. This infuriated me, and told the person this is bull****, and not what I was told. When I asked him if their calls are recorded, he rep****, clearly trying to antagonize me by saying yes, "including your foul language". I am a paying customer who is sitting for over 2 days without internet, and nobody at MWEB seems to care. BTW, before I could get some real foul language to the technical rep, he dropped the call. What a ***ardly way to deal with customers. MWEB should really invest in training their customer facing staff on how to deal with customers.

I WANT MY LINE ACTIVATED AS PROMISED OR I WILL TAKE MY BUSINESS ELSEWHERE.

MWEB reference number: MWB***6