Service from Hell

I am utterly disgraced by the service I have been experiencing from mweb. To give a background on the sequence of events, I have 2 products with Mweb. Fibre at my own home and LTE at my mother's home. My mother's internet has been off since 21 June 2024. Multiple calls were made to mweb to which the internet has still not been restored today 16 June 2024. Firstly it takes forever to reach one of their agents telephonically and then when an agent is eventually reached these *********** agents do not know how to transfer a call from 1 department to another as they end up dropping the call and the process of having to call back in and holding to speak to an agent starts afresh.

No to explain the actual terrible service I recieved starts with my mother not being technologically advanced. She does not have a laptop to access the IP address of the router to follow the processes of changing settings etc to troubleshoot or "fix" the settings in the event that this is the cause of no internet. I had an agent promise me that he would return my call on Monday 1 July 2024 in order for me to go to my mother's home to assist her with my laptop. To date I have not received a call back. I called mweb again to request a cancellation to which one of the managers called me back 3 days later to ask if a technical agent can give me a call when I am available to go to my mother's house to see if the problem can be fixed one last time. The agent called me on 8 July 2024 and the problem could not be fixed as it was the MTN sim card which was faulty. They asked me if I would like to do a sim swop and I indicated no I would rather proceed with the cancellation. I called in again only to find out the cancellation request was not put in place. Now my mother has been sitting without internet from the 21st of June 2024 and fast forward 3 weeks later still without internet. I call mweb 10 July 2024 to indicate that they should withdraw the cancellation as I would rather have my mother's LTE upgraded to fibre. The order was placed and now we await the router and activation of the fibre line.

On 13 July 2024 I receive an email from mweb indicating that the cancellation of my entire account is subject to a calendar months notice. Nowhere in any of my communication with mweb have I requested a cancellantion of my entire account. I requested a cancellantion of the LTE product and thereafter a withdrawal of the cancellation of the LTE to upgrade the LTE to fibre. On 15 July 2024 I receive an email from Octotel enquiring why I want to cancel my fibre line at my home to which I responded that this is not the case as I requested an upgrade of the LTE to fibre. Nowhere in any of my discussions was my homes internet ever the problem as it was my mom's home. I called mweb this morning, 16 July 2024 only to find out that an agent has requested the cancellation of my homes fibre.

I am so utterly disgusted in the the *********** agents employed at mweb with the horrible service delivery.

My request to mweb is the following: 1. Upgrade my LTE product to fibre. 2. Do not interfere with my current fibre line of 150mb as no requestes were made for any technical service or cancellations thereof. 3. Reimburse me for the downtime of the LTE product from 21 June 2024 to date for the service which I have not received but paid for.