Unacceptable Service and Poor Support - No Internet After Installation!

Reference Number: MWB***5

I am extremely disappointed with the service we have received from MWEB. My family and I recently moved from our previous apartment to a new one, and we arranged for MWEB to install our internet at the new location. What followed has been nothing short of a frustrating and disappointing experience.

Conflicting Information from Sales Agents: Before the installation, we were informed by an MWEB sales agent that we needed a new router for the service to work at the new apartment. However, after installation, we still did not have internet access. When I called MWEB support to resolve the issue, I was told by another agent that a new router wasn’t necessary. The inconsistency in information is unacceptable, and it shows a lack of proper knowledge among your team.

Persistent Lack of Internet Access: Even with our old router, there was still no internet connection. For five consecutive days, I’ve been calling MWEB repeatedly to get this resolved. Each time, the agents tell me the internet is active on their side. Yet, we are still unable to connect, leaving us without essential connectivity for a week now.

Incorrect Address on Account: On top of this, one of the agents mentioned an address in Durban on our account, while we are based in Cape Town! This is highly concerning as it points to a possible error or mismanagement on MWEB’s part, which could be impacting our service.

This lack of coordination and support is unacceptable, and we feel that MWEB is failing to provide the service we are paying for. I expect a resolution immediately, with a working internet connection at the correct address in Cape Town. If not, I will have no choice but to consider other providers who are reliable and competent.

Please address this issue as a priority.