Item: Mweb
Rating: 4
Author: Jason L

Mweb's replyOfficial

26 Oct 2017, 16:40

Good day JJL777

Thank you for taking the time to bring this matter to our attention.

We have tried to call you since this complaint was posted but were not able to reach you on the number listed.

We have since forwarded query to the relevant persons to address and who will remain in contact with you until this matter is resolved.

Should you have any further queries, please do not hesitate to call our contact center.

Kind regards

MWEB Client Services

Mweb's reply26 Oct 2017, 16:40

Official

Good day JJL777

Thank you for taking the time to bring this matter to our attention.

We have tried to call you since this complaint was posted but were not able to reach you on the number listed.

We have since forwarded query to the relevant persons to address and who will remain in contact with you until this matter is resolved.

Should you have any further queries, please do not hesitate to call our contact center.

Kind regards

MWEB Client Services

JL

Jason L's updateReviewer Update

31 Oct 2017, 08:24

Dear Mweb team, Thank you for trying to reach me. My internet is still down (after 12 days) and have not heard anything from Mweb. I understand that there is an Mweb Fibrehoods (Vumatel) connection issue but I have been given no indication if I am affected or when it will be resolved. Vumatel have called me and updated on several occasions but not Mweb, despite the 2 missed calls from your team last week Thursday. Please may somebody call me today to give me an indication of when my internet connection will be restored. I would also like Mweb to contact is own billing department to refund or credit me for the 12 DAYS that my internet has been down. Kind regards

JL

Jason L's update31 Oct 2017, 08:24

Reviewer Update

Dear Mweb team, Thank you for trying to reach me. My internet is still down (after 12 days) and have not heard anything from Mweb. I understand that there is an Mweb Fibrehoods (Vumatel) connection issue but I have been given no indication if I am affected or when it will be resolved. Vumatel have called me and updated on several occasions but not Mweb, despite the 2 missed calls from your team last week Thursday. Please may somebody call me today to give me an indication of when my internet connection will be restored. I would also like Mweb to contact is own billing department to refund or credit me for the 12 DAYS that my internet has been down. Kind regards

Mweb's replyOfficial

01 Nov 2017, 16:57

Good Day JJL777,

Thank you for taking the time to make contact with us.

We have noticed that many of our clients affected by the outage, has been able to establish a connection today.

A reboot of the router and ONT, ensuring that the hardware set-up and the correct details configured in the router; seemed to have addressed the connectivity issue.

Please do reboot the router and ONT for us and let us know if you are able to connect.

If need be, we can set-up a Technical call back for you.

We eagerly await your reply.

Kind regards
MWEB Client Services

Mweb's reply01 Nov 2017, 16:57

Official

Good Day JJL777,

Thank you for taking the time to make contact with us.

We have noticed that many of our clients affected by the outage, has been able to establish a connection today.

A reboot of the router and ONT, ensuring that the hardware set-up and the correct details configured in the router; seemed to have addressed the connectivity issue.

Please do reboot the router and ONT for us and let us know if you are able to connect.

If need be, we can set-up a Technical call back for you.

We eagerly await your reply.

Kind regards
MWEB Client Services

JL

Jason L's updateReviewer Update

02 Nov 2017, 14:12

Dear Mweb team, Thank you for your response and assistance to this point. I have tried all of the above and unfortunately I still have no connection. My fibre router is only displaying a solid red light and my Mweb router is only displaying the power light, a flashing Ethernet light and flashing broad band light. I have also tried several times to connect through the media gateway but this is not working. Please may you assist or may a technician from either yourselves or Vumatel come and restore my connection. Tomorrow is 2 weeks without power. Kind regards JJL777

JL

Jason L's update02 Nov 2017, 14:12

Reviewer Update

Dear Mweb team, Thank you for your response and assistance to this point. I have tried all of the above and unfortunately I still have no connection. My fibre router is only displaying a solid red light and my Mweb router is only displaying the power light, a flashing Ethernet light and flashing broad band light. I have also tried several times to connect through the media gateway but this is not working. Please may you assist or may a technician from either yourselves or Vumatel come and restore my connection. Tomorrow is 2 weeks without power. Kind regards JJL777

JL

Jason L's updateReviewer Update

06 Nov 2017, 09:13

Please may somebody respond. It is now 17 DAYS without internet!!!! If I do have a resolution or an indication of when this can be fixed I will be cancelling my contract. This treatment and lack of service is just simply unfair!!!!

JL

Jason L's update06 Nov 2017, 09:13

Reviewer Update

Please may somebody respond. It is now 17 DAYS without internet!!!! If I do have a resolution or an indication of when this can be fixed I will be cancelling my contract. This treatment and lack of service is just simply unfair!!!!

No Internet for 4 days!!