1 reviews | Active since Jul 2015
No proper support provided
<p>So as a paying customer I expect some support from my ISP. However the past month I have been rather unhappy with support provided during internet outtages that occur in the evenings.</p> <p>The internet goes out and you blame telkom, however I expect mweb to be able to escalate a issue if it becomes a repeated issue and not give me the run around. The mweb support on twitter advises me to bypass stuff and check cables etc while it is a issue with telkom.</p> <p>As I said on twitter, if you are unable to escalate an issue why would I continue to be with a service provider that arent providing the actual service, I might aswell pay R50 more and take everything through telkom??</p> <p>As a paying netflix subscriber, wow subsrciber, online gamer everything runs off the internet so when my net goes off I have no access to anything and all those subscriptions are money wasted.</p> <p>See below a timeline of my issues.</p> <p>13-18 April Intermittend outtages. <br />19-Apr It became so bad that i reported it on twitter....advised to reconnect cables on my router.(spammed with sms's the whole day)<br />20-Apr Reported on twitter - blame telkom<br />21-Apr Reported on twitter - blame telkom<br />08-May Reported on twitter - Advised there is no current reported problem only for me to eventually phone telkom myself and then have them confirm there is an issue. After advising mweb there is an issue I get an sms a hour later saying that there is a reported issue?</p>
Good Day Heinrich,
Thank you for taking the time to raise your concerns.
It sounds as though you've had an unpleasant experience.
I checked your account and noted that the sms's you refer to receiving; is relating to Telkom outages in your area.
This we pick up, when our clients in a specific area who are not connecting. This does not mean that we will always pick up outages before Telkom though, as we do not have access to the Telkom infrastructure.
We log faults to Telkom to confirm outages and receive confirmation from them if its resolved.
These resolved sms's are sent to you, once Telkom closes the faults logged to them.
I have tried calling you to discuss the above, however was unable to reach you.
Please do respond here is you would like me to call you and if you require any more information from us.
Kind regards
MWEB Client Services
Good Day Heinrich,
Thank you for taking the time to raise your concerns.
It sounds as though you've had an unpleasant experience.
I checked your account and noted that the sms's you refer to receiving; is relating to Telkom outages in your area.
This we pick up, when our clients in a specific area who are not connecting. This does not mean that we will always pick up outages before Telkom though, as we do not have access to the Telkom infrastructure.
We log faults to Telkom to confirm outages and receive confirmation from them if its resolved.
These resolved sms's are sent to you, once Telkom closes the faults logged to them.
I have tried calling you to discuss the above, however was unable to reach you.
Please do respond here is you would like me to call you and if you require any more information from us.
Kind regards
MWEB Client Services
My problems are the following.
1. You send an sms to your client saying that there is a reported issue. You give the impression that this matter is being investigated, however what you leave out is that if I do not report a issue to telkom myself I am not able to receive a refund for the time I had no connection.
2. When I contact mweb, even though you dont have access to their infrastructure, I expect you to escalate it to telkom. All I get is that it is a telkom fault and then you put your hands up.
My problems are the following.
1. You send an sms to your client saying that there is a reported issue. You give the impression that this matter is being investigated, however what you leave out is that if I do not report a issue to telkom myself I am not able to receive a refund for the time I had no connection.
2. When I contact mweb, even though you dont have access to their infrastructure, I expect you to escalate it to telkom. All I get is that it is a telkom fault and then you put your hands up.
Thank you for your reply Rooidrakie.
Please note that the sms's are there for the benefit of our clients. If there is an outage that affects allot of our clients, we do notify them accordingly.
Your ADSL line service is directly with Telkom, therefore we do not manage the relationship with Telkom.
You would therefore have to report line faults to Telkom directly.
Please let me know should you require any further feedback.
Kind regards
MWEB client Services
Thank you for your reply Rooidrakie.
Please note that the sms's are there for the benefit of our clients. If there is an outage that affects allot of our clients, we do notify them accordingly.
Your ADSL line service is directly with Telkom, therefore we do not manage the relationship with Telkom.
You would therefore have to report line faults to Telkom directly.
Please let me know should you require any further feedback.
Kind regards
MWEB client Services