POOR SERVICE

Needed some information from Mweb relating to rol****** data. The only way you can get hold of them is either a phone call, their app, or via their "Live Chat" on their web site. No email address to contact them, so had to rely on their "Live Chat".

So today, started a "Live Chat" and had two questions for them.

The "Chat" started at 10.46am.

At 10.47am had a response from an agent. I asked my questions and at 10.54am was rep**** to with "I must hold while I get transferred to the accounts department". Waited and waited for an agent at accounts department until, at 11.58am, I had a response. I then asked my questions and waited until 12.15pm before receiving a reply to one of my questions. For my second question, I was told that I would be transferred to their "premium team" for them to respond and was then told to hold on for the next agent.

At 12.33pm was told an agent will be available soon.

1.16pm - had waited an hour since chatting to the previous agent without a response other than the usual "apologies" for the delay.

2.16pm - another hour passed. Still no response other than the usual " Thanks for your patience and sorry for the wait. One of our agents will be with you shortly".

3.16pm - having now waited 3 hours with still no response other than "Thanks for your patience and sorry for the wait. One of our agents will be with you shortly".

Surely this isn't the normal service they give?

3.45pm - Waited five hours in total and still no agent available. Only usual response: "Apologies for the delay. You're still in the queue and we'll assist you as soon as possible."

4.45pm - Still no response, other than "You're still in the queue".

5.43pm - had a response. Gave them my question and their reply was that their sales team is best suited for my query. So after five hours of waiting for their premium team to respond, I was put back to "Sales" where my original query started.

At 6.36pm still no response from a sales agent. As such I ended the chat as I had better things to do than wait a few more hours.

I have a feeling that non of the agents knew how to reply to my query and as such ignored me.

Imagine what a phone call would have cost if I had to phone them and hold the line for all this time.

Hard to believe that one can wait their turn for more than six hours.

Never, ever in the past have I had such bad service from any business. Having to wait a total of eight hours for an answer to two questions on their "Live Chat". I don't call this good customer service at all.

Now thinking of moving over to another Internet service provider where I'm sure, I could get better service.