VoIP Service offer turns into a nightmare

I am deeply disappointed and frustrated with the service I have received from MWEB regarding my fibre internet and VoIP phone line. As a startup consultant working from home, reliable connectivity and communication are critical to my business operations. However, MWEB has fallen far short of acceptable standards.

I subscribed to their VoIP phone line on a special offer, which initially worked fine until the free minutes ran out after a few days. Wanting to continue using the service, I upgraded to a 300-minute-per-month package. That’s where the nightmare began.

For days now, I’ve been unable to use my phone because MWEB has failed to merge the accounts. Despite countless calls to their support teams, I’ve been bounced between the billing team and the technical support team, each blaming the other and refusing to take ownership of the issue. Repeatedly, I’ve been assured that someone will call me back "within a few hours" to confirm the problem has been resolved, but not once has this happened. To add insult to injury, calls have been dropped in the middle of conversations when I’ve tried to escalate the matter.

The situation has now become even worse. After giving my number to several clients, I have been informed by MWEB that they will have to change my number as part of the upgrade. This is absolutely unacceptable. Changing my number after I have shared it with clients undermines my professionalism and damages my ability to maintain consistent communication in my business.

This level of incompetence and disregard for customer service is appalling. Not only has MWEB wasted my time, but they’ve also disrupted my ability to work effectively and jeopardized my business relationships.

To anyone considering MWEB for internet or VoIP services, be warned: the lack of accountability, poor communication, and inability to resolve even basic issues make this provider a significant liability.

I demand immediate action to resolve this matter. Merge the accounts, ensure that the correct subscription is activated without changing my number, and restore the service I am paying for. Anything less will leave me no choice but to escalate this issue further and explore alternative providers.

Sincerely, A Very Dissatisfied Customer