Poor service received from Mweb.

Utterly poor service received from Mweb.

I have been an Mweb client since 2016 and used ADSL since around two weeks ago. ADSL quality has obviously been on the decline of late so I opted to upgrade to a fibre line on 8 October.

The installation was finalised on 21 October and the fibre product was activated on 22 October, however Mweb has still not released the wholesale on the telephone line and I am unable to cancel the landline service with Telkom. I have visited the nearest Telkom store twice to cancel this landline but they are unable to do anything until Mweb releases this from their end.

I have emailed the sales consultant, Kirwyn Martin, 4 times asking him to urgently arrange cancellation of my landline but nothing has happened. He initially told me that it would only take 78 hours from activation of the fibre line before the ADSL line would be released but when I visited the Telkom store 6 days (or 144 hours) later it was still not done. He has not even had the courtesy to respond to my last email.

I have also asked in all of my communications to ensure that this was done before the end of October so that I could cancel and not get billed by Telkom for the month of November but nothing has happened. I am now liable to pay a monthly landline rental to Telkom for a landline that is not in use and this is solely due to Mweb's negligence and inefficiencies.

My hands are tied. Neither I nor Telkom can do anything to cancel this landline. Everything is in Mweb's hands but they refuse to co-operate.

To anyone wanting to upgrade from ADSL to fibre and cancel your landline - be warned if you are an Mweb client. Going forward I will definitely be searching for a better, more efficient ISP who actually co-operates with their clients.