No Working WIFI with MWEB, Wonderful Sales Service Turned Sour!!!

18/09/2019

Totally disappointed in my experience now with MWEB!!! First started off well, as they were the only service provider to timeously get back to me for installation of WIFI. The sales team were awesome, I was truly impressed with the friendliness & speed at which things were being processed.... However, now it is the opposite!!! There is no customer service!!! I was told by the fibre installer VUMA to call my service provider & given a quick start guide. This had the installers name & mobile number & a handwritten object number The guide mentioned a blue light... There is no blue light! Only Green! The full steps for everything is not cut & dry explained. It should be noted to call the service provider to begin with… as nothing can be done if they haven’t activated yet from their side. I was messaged a password & username. The password left much to wonder about, as it was not clear if the special character before brackets with the word password was just the 1-digit password or if the whole bracket & word password was also part of it... Then other reset passwords followed & none worked. The WIFI showed visible but showed no internet. The site where we can admin on the router according to the guide, doesn’t work either with or without data, where I had to hotspot my other devices to try resolve this, to begin with. I called more than once & was left waiting online for ages. Giving my info to the one consultant, then was not called back. I hired an IT guy at my extra expense, to assist & he also got the run around & was told I would be sent another account number & it wasn't active & no data linked... good grief, this is shocking as he too had to call over several days. He can’t assist me without MWEB resolving their issues. Now I still am not active!!! Yet yesterday at 7pmish a message said I was active. Well no password works, not the one under the router, not the ones I chose through your options, nor the ones you sent to me. Your query option on your MWEB site had errors & I couldn't select the drop-down menus to state what the problem was & it couldn't send the message. Then I finally was able to yesterday send the error message as a pop-up block indicated this. But still no response. The fibre was installed on Monday. I was told I would be billed 5 days after installation.... well it is now nearly Thursday & still no active internet/WIFI. I need someone to call me urgently to explain & resolve this all immediately as honestly this is shocking lack of service. Here I was telling everyone how awesome I thought you guys were, for your amazing communication & sales service. I got calls, SMS & emails.... but now not a single bit of help! Plus your other service product options when selected are told can’t process that on the current package have to do a new order… but that is what is wanted for the website hosting & domain name registration, there is no clear order process & when you try do it, that is what happens, it just bounces back to the screen, without resolve to further process or so a sales consultant can call about that too. Here’s some advice, it would be wonderful if you guys had to actually call the customer to welcome them & ask them if all up & running & get the reviews personally, whereby the good reviews can be noted via a link on your site to drive more business your way. Otherwise a person resorts to a public outcry, so management can please take note of this & sort out the systems & technical issues within your company as it is not good for business! I note that there are other similar complaints about MWEB on Hello Peter. In this day & age we honestly could expect more in professional online active service.