Very disappointed in poor backup

I was indeed contacted by Wade from the "Client Services" department, although I had been told by an assistant in the accounts dept that no such department exist, who in my opinion simply phoned to give the corporate line and to make sure that one of their technical assistants had not told me to buy a new router. I cannot in all honesty say that I was told to buy a new router but I was certainly told that the line was NOT faulty by the Mweb Technician (the following day I was told by Mweb & Telkom that the line was indeed faulty!!) and that I should try a different router. I could not do this as I could not configure my old router so surely it stands to reason the only course is to replace the router. I shall hold Mweb responsible for the replacement of the router. Wade also made it quite clear they could not be responsible for Telkom lines - a service for which I pay Mweb. Surely this is ******* - if I take your money for a service I have got to take responsiblity for that service no matter the provider. I was then left a voice mail on Wed afternoon saying that my fault had been "escalated" , despite this supposedly having been done last Friday 20th, but had no further communication until Thurs morning (26th) at about 08:30 saying again that the matter had been escalated urgently but only received a communication confirming this (sms) at 14:30 . Having heard nothing further from either Mweb or Telkom I again phoned Mweb technical department this morning hoping to speak to one of the 3 people who had phoned me viz Wade, Robin or Ryan. The assistant didn't know who Wade was but said the "escalation" dept could not receive calls and they did not have e-mail addresses. In other words they and the Client "Services" & escallation depts are totally inaccessible to clients. He assured me he could send a message to Ryan and I requested he, Ryan, call me asap. It is now 12:28 and I have heard nothing. Wade gave me the impression that he was doubtful that my problem had been occuring intermittently for 4 months and to my horror when I asked whether Mweb ever ensured that the reported problems had in fact been rectified to the client's satisfaction he told me it was up to the customer torpor an ongoing problem! To add insult to injury the response to my initial review asks me "to bear with" them - in other words, be patient - after 4 months of not always receiving the service for which I have been paying, for which Mweb will not take responsibility. I am appalled not only by the Mweb service but by the conflicting information I have been given during this very trying and inconvenient time and the total lack of accessibility of Mweb staff that I have experienced.

As stated above, I was contacted on Friday by a Mweb technician saying that Telkom would attend to the matter on Friday (28th) or Sa****ay. However on Friday night I received a sms from Telkom saying my complaint had been resolved which it indeed hadn’t. In desperation I once again called the Mweb tech centre this morning and was assured that an escalation was in process and a Telkom technician would attend to the matter today, Sa****ay. When it was obvious this would not happen I phoned Telkom who had no record of contact from Mweb, told me according to their records the matter had been sorted! As I initially said this problem has been occurring on and off since January this year to which the “Client Services” now begrudgingly admit but fail to mention the number of calls I have made to the technical centre since March when the problem became more frequent. I would appreciate a call from the “Client Service” department to finally sort out this disgraceful service. I think the fact that the “Client Services” department are only prepared to communicate with clients via this public forum indicative of both the disdain they feel for their customers and their total unprofessional manner of dealing with my problem. It is now 21:00 on Sa****ay 28th and the fault has not been sorted.