Unresolved Fibre Service Activation and Incorrect Billing

I am disapointed with the service I have received from MWEB regarding my fibre installation and account billing.

I initially signed up for a fibre deal with MWEB and was later informed that the service had been activated on 29 April. However, I was subsequently advised that the activation had been completed on the incorrect line. Since then, despite numerous attempts to obtain assistance, the matter remains unresolved.

Over the past several weeks, I have spent a considerable amount of airtime contacting MWEB and speaking to multiple agents in the hope of resolving this issue. Unfortunately, I have received conflicting information and no effective assistance. On one occasion, I received a call from an agent who assured me that the line was active. However, after providing the reference number associated with my case and conducting further checks, it became clear that the line was still not active.

I have repeatedly explained that I work from home and rely heavily on a stable internet connection to perform my duties. Despite making MWEB aware of the urgency of this matter, there has been no satisfactory resolution.

In addition to the activation issues, I have also experienced serious billing discrepancies. I received an SMS indicating that I would be charged a termination fee of R989 for a service that I have never been able to use. I paid an administration fee of R99 for the original deal, which ultimately did not work, and I was subsequently offered an alternative package consisting of 30 Mbps upload and 30 Mbps download speeds.

Thereafter, an amount of R250 was debited from my account, while the R99 administration fee for the failed service was never refunded. Furthermore, an additional amount of R369 was debited for a service that remains inactive and unresolved to this day.

The reference numbers provided to me regarding this matter are:

• MWB***7 • MWB***2