MWeb's Service is absolutely ********** - What's the way forward?

I represent a laboratory in Johannesburg. We plan to move premises, and getting the new place ready requires internet for many processes.

We had a fibre-line installed at the property on the 7th of January 2023. After one momnth, it is still not working despite continual engagement with Mweb, Vumatel and Britelink. As a customer, we are at the end of our tether as these three companies can't seem to communicate internally or with each other.

The initial physical installation was done improperly, which was a huge issue to get sorted out. And this seems to have confused MWeb's system as now, the line is fine but internet connectivity is still unavailable and we keep getting new reference numbers and VT numbers. No one can give us a status update, tell us what the problem is or how/when it will be fixed.

In the meantime we have logistical issues and many other processes and factors are totally stalled because of this problem. MWeb is now causing us costly logistical problems and we don't even know right now, whether the problem is being addressed meaningfully, if at all. MWeb's call-center seems totally unable to address the problem and cannot tell us what we should be doing, but they keep giving us reference numbers for problems that seem unrelated, don't lead anywhere or generate any follow-up.

Over the last month, I have spent many hours on the phone. My boss has spent many hours. We have been billed for one and a half months, we have paid and all we have right now is a crippling bottleneck and no idea how to expedite the resolution to this issue.

No one is responsible, no one is accountable, no one cares, no one can help and no one can tell us what the way forward is. I am beginning to suspect that the call-centers exist purely to add insult to injury, and that the reference and VT numbers are generated only to keep a ledger of the frustration that they cause.

We simply need delivery of the service that we are paying for. That is all.