Shocking Service

My husband began the process to arrange internet for our home on the 7th of July through MWEB, which was to be installed by OpenServe. On the 7th of July he was told by an MWEB consultant that it would take at the most 14 days for our internet to be installed and that we merely needed to wait for OpenServe to contact us to arrange a day and time for the installation.

Today, 4 August, we still have not heard from OpenServe. I am quite shocked, to say the least. My husband has contacted the consultant from MWEB almost every day to inform her that we still have not heard from OpenServe, and every day she gives the same reply: That she has "escalated the problem to her admin support". Nothing further gets said or done.

My family and myself presently have no internet. This is very frustrating as: 1) We began the process almost a month ago just in case there was a delay. Clearly we should have started the process two, or maybe even three months before. 2) I am a teacher who is doing online teaching due to schools being closed. I do not know hat is going to happen when learners expect work to be posted and to be hearing from their teacher, but I cannot be there because our internet has still not been set up. 3) It has now been 28 days since my husband contacted MWEB. If we count only business days it is still 20 days which as I'm sure you know, is more than the 14 day turn-around time of which we were assured.

We were also just informed yesterday by the very same consultant at MWEB that OpenServe does not have coverage at our address. (Keep in mind that we were informed about a month ago by the very same consultant that OpenServe does have coverage at our address). This is absolute hogwash as: 1) Someone who lives right next door to us in our complex has internet through MWEB, which was installed by OpenServe. 2) Both my husband and myself have gone on to the OpenServe and MWEB websites to check the coverage for ourselves. Surprise, surprise, both the OpenServe and MWEB websites state that there is coverage at our address. 3) Yesterday afternoon I sent an email to OpenServe asking whether they have coverage at my address. I have already received a response in which they said that there is indeed coverage at my address.

I believe it is an extremely poor business model for your consultants to blatantly lie to customers, thinking that we don't know any better. It is an insult to our intelligence, as well as to the business we were planning to provide you with.

I am extremely frustrated with the service we have received, both from MWEB and OpenServe. I cannot believe that this is how potential customers are treated. I would greatly appreciate it if this problem could be rectified as soon as possible.

Kind regards.

UPDATE: The consultant has now told us that, despite all the evidence that we are able to get fibre, we cannot get fibre at our address. I am extremely irritated with the service received. Please ensure that your consultants do not lie to customers and that they have enough common sense to see that fibre is available. I will be going to another internet service provider. I cannot do business with companies that treat their potential customers this way. It is despicable. Thank you for wasting our time, and thank you for the empty promises. We will not be doing business with MWEB.

"In the world of internet customer service, it's important to remember your competitor is only one mouse click away." - Doug Warner