DN
Danette N
1 reviews | Active since Jan 2014
02 Jun 2017, 07:02
Paying for frustration
<p>A quick background story:</p> <p>I became a Mweb client by the end of 2016 and everything was great until our Telkom landline was down a few months ago. The landline was fixed after a few weeks (I not too happy about the long delay), but we had terrible internet speeds since then. The Mweb call centre employee even said: “Goodness this is worse than throttle speed.” After calling Mweb and logging an online queries numerous times, it always goes well for a day or two and then we are back to square one. Our Telkom line was down a second time and after this was fixed our internet situation remains the same.</p> <p> </p> <p>I am paying for a 4 mps line, but I rarely get a line speed above 3 mps. I cannot function like this. Who has time to open their browser, make coffee and get back to still find it loading? I am at a point where I would rather just cancel my internet to spare me this frustration. I need this fixed NOW! I don’t want to hear how you have reset my line, because this clearly isn’t working. I logged onto my Mweb account earlier this week and the line status said “poor”. I am paying for internet that I cannot use, this is ridiculous. For just over R600 a month I am currently only getting frustration, and this something that I really don’t want to pay for.</p>
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Danette N's updateReviewer Update
02 Jun 2017, 16:57After getting home and finding that I still have no internet connection since yesterday, I had to make a call to the call center. I got the same generic response with a port reset and I was told to monitor the situation and to call if the problem persists. If I call you and tell you that I have been having this problem for the last 3 months, is that not a persistent problem? It seems that call center employees are not trained to handle a problem further than: "if the problem persists call again", because this is the response I get every time. When I complained about my line speed today the only response I got was that my line speed is "worse than dialup." This is pathetic service to say the least.
DN
Danette N's update02 Jun 2017, 16:57
Reviewer Update
After getting home and finding that I still have no internet connection since yesterday, I had to make a call to the call center. I got the same generic response with a port reset and I was told to monitor the situation and to call if the problem persists. If I call you and tell you that I have been having this problem for the last 3 months, is that not a persistent problem? It seems that call center employees are not trained to handle a problem further than: "if the problem persists call again", because this is the response I get every time. When I complained about my line speed today the only response I got was that my line speed is "worse than dialup." This is pathetic service to say the least.
DN
Danette N's updateReviewer Update
04 Jun 2017, 11:32After calling on Friday, the line speed was still terrible, but nothing was done about it when I called. So I made another phone call yesterday, and again the same procedures was followed by the call center agent and my line speed was up again. Later the evening, I could once again not open youtube videos because the line speed was down. I called AGAIN this morning and when the speed was up to 3mbps the call center agent was satisfied that he fixed the problem. If I pay for 4mbps I want 4, not 3. He once again told me to monitor the situation and call again if it does not improve. I told him that I did monitor it and that I did call again, and asked him what they are going to do about is. I was not even surprised when he could not answer me, because that was what I expected. As pointed out before, everyone is instructed to tell us to call back, but no one knows what should be done beyond this.
DN
Danette N's update04 Jun 2017, 11:32
Reviewer Update
After calling on Friday, the line speed was still terrible, but nothing was done about it when I called. So I made another phone call yesterday, and again the same procedures was followed by the call center agent and my line speed was up again. Later the evening, I could once again not open youtube videos because the line speed was down. I called AGAIN this morning and when the speed was up to 3mbps the call center agent was satisfied that he fixed the problem. If I pay for 4mbps I want 4, not 3. He once again told me to monitor the situation and call again if it does not improve. I told him that I did monitor it and that I did call again, and asked him what they are going to do about is. I was not even surprised when he could not answer me, because that was what I expected. As pointed out before, everyone is instructed to tell us to call back, but no one knows what should be done beyond this.