Terrible experience when relocating

2 and a half weeks ago I notified Mweb that I would be relocating. My relocation date did turn out to be sooner, but by the time of writing this review, we have long since surpassed the initial moving date. I moved from a house with a Vumatel fibre line and my router to a house with an existing, installed Vumatel fibre line and I still had my router.

It took Mweb 9 days to just tell me I have to send them proof of my purchase of the house as the previous owner's ISP did not yet release the line. That means that only 9 days after my moving request, did they actually started working on this.

I send them the requested docs. Since then I have been calling every day to follow up. Because there is an existing line, it should not have the same time frame as a moving request where an installation still needs to be done.

Perhaps the most frustrating is that you don't know the status of your call. You are not allowed to call the moving department and they don't keep you up to date. The agents you are allowed to talk to, can also not speak to moving, only via email, so every day to call just to hear someone say we don't know what the status is and we don't know when you will be assisted.

Meanwhile you pay your subscription without actual service and no idea when you will actually have service.