Stay away from MWEB Fibre

We recently signed up for Fibre through MWEB on on of their running promotions. I have to say, as a new client, I am extremely disappointed with the service we received from day 1.

Firstly, the salesperson I spoke to to get more information on signup was rude and clearly did not want to help. I asked basic questions about the router which is included in the bundle, and his response was to "Google it...". After stating that I cannot find any information on the router online, he continued to state that he did and imp**** that I was doing it wrong... This should have been the first sign that I should not sign up with MWEB.

After several days without any progress on the order, I decided to follow up with MWEB to establish what the delay was. The person assisting me at that stage (over telephone) informed me that they were waiting from my "Object Number" from the fibre installers (VUMA in this instance). After I stated that the fibre line has already been installed weeks ago, which was also clearly stated to the original salesperson, I provided them with the Object Number whereafter (only then it appears) my application was apparently fully processed... SO nothing would have happened if I, as a new client, did not phone them to ask what the delay was, and the delay ended up being caused by an administrative error on their end...

They then informed me that the router would be dispatched and the line activated in the interim. I clearly asked whether I would be able to use my fibre with an old router I had, and the answer was "YES". I was informed that I would receive an SMS indicating that the line was activated - which I am still awaiting...

Today, when trying to establish why nothing has happened in a week and why I still have not received my router, I signed into my MWEB profile to "track" the order, only to find out that (according to MWEB), the router has been delivered last Friday. To be clear, I have NOT received any router. After contacting MWEB on this, the person who assisted me stated that she will have to escalate this matter. On the question posed to her on how long that will take, the response was merely that she does not know...

So now, after 2 weeks of signing up, I am still without internet, awaiting a router that was misplaced by MWEB (or their couriers), and still need to wait for someone there to "get back to me". I regret signing up with MWEB already, and did not even have the opportunity to "enjoy" the (so called) fast fibre internet...

Rather sign up with someone who actually cares about their clients!!!