What Happened to Mweb’s Service?

I have been a Mweb customer for over 10 years and it was always a pleasure dealing with them until my landline was removed from my area beginning of last year and was forced to cancel my ADSL and use Prepaid LTE.

Eventually Fibre was installed in my area 3 months ago and I signed up with Mweb on the 28th of August and was told that I was linked to Vodacom which I was not aware of, so I arranged to cancel with Vodacom and two weeks later I received a call from a Vodacom consultant and was told by the consultant that I have to email Vumatel cancelations with the reference number (VC19***9) and I asked Vumatel to remove my fibre account with Vodacom which they did.

On the 15th of October I Phoned Mweb and the Mweb consultant did a test on my address and confirmed that I no longer was linked to a ISP, so I asked to please proceed with my order which he did and I was also told that my order would be escalated because I have been waiting since the 28th of August. True to his word on Tuesday morning the 20th of October Vumatel installed my fibre and confirmed that my line was up and running, the next day I received the router from Mweb. I phoned Mweb on the 21st of October for the username and password and was told that they are waiting for Vumatel to activate the fibre and it would take up to 48 hours.

ON the 23rd of October I phone Mweb to ask why is there a delay and was told that they are still waiting for Vumatel to send them feedback, I asked the consultant if she could phone Vumatel to resolve or at least find out what is the delay and she was not interested and kept telling me that they are waiting for feedback, I also asked if she could call me back if the call went down because I was running out of airtime due to waiting for a consultant to answer my call and she said she would and as I expected, I ran out of airtime, but she didn’t call me back. I then bought more airtime and phoned Vumatel myself and was told that everything was up and running on their side and the problem is with Mweb and not Vumatel.

It is now 11 days since I last heard from Mweb or Vumatel and STILL NO FIBRE, it is SHOCKING and unacceptable Service.