Worst ISP and client care ever

Mweb has got to be the worse ISP in the world. I moved homes and called Mweb as the new place I was moving to was fiber ready so all I needed to do was activate the Fiber package at the new address. Lo & behold was I thrown from point to point with misinformation, incorrect SLA's, agents AND managers from the call center's as well as the social media team PROMISING call backs and follow ups but to this day not one call was receive On the 14 July 2023 I initially called to have fiber set up in my new place and please note that I work from home permanently which mean Fiber is literally my bread and butter, I was advised by agent 1 that my address is not picking up and the a property creation thing needs to take place, I explained that it makes no sense as the property I fiber ready and the fiber network router is installed at the house. I was asked to go and take pictures of the router serial number which I did and was advised to wait for the email address to send the pictures to and to date I am still waiting. Agent 1 promised me a call back to provide feed back as I explained working from home I needed to get the internet sorted as soon as I possibly could

Monday 17th July called Mweb about 5 times, being transferred from person to person, agents who have no way of speaking to customers, agents who are blatantly not interested in doing their jobs and assisting customers as they should, wasting R100's of rand trying to actually speak to someone who ultimately is incapable of assisting I was told by Agent 2 that "Agent 1 is working on the same floor as me I will tell him to call you back" and again to this day no one has called me back

Between the previous call and Friday 21st July 2023 I made nearly 20 calls trying to get to an agent to help me, The Wednesday 19th July 2023 an agent from the social media team called me and told me that he sorted things out and during the call a family member got home and I asked him if he could call me in 10-15 mins back as I just needed to see to the person and guess what?? TO THIS DAY NO CALL BACK He sent me an email with order details but no further information. I then tried calling back the Thursday for feedback or further instruction on the email sent but wasn't able to get to an agent, eventually the Friday I called again and was able to connect to Agent 1 from day 1, according to him, he tried calling but was not able to reach me, so he called my "next of kin" as per my account and spoke to her, not that I mind but since when does MWEB feel its okay to send the wifi passwords to a next of kin on my account ?

That all aside, the thing that really got me upset was that despite the MULTIPLE times i spoke to multiple agents NO ONE ever mentioned that payment periods. I made my payment the 21st July 2023 and that was that, NO FURTHER INFORMATION WAS GIVEN. Only to wake up Tuesday 01 August 2023 to a message from MWEB that my services was suspended due to non payment.

I immediately called and wasted some more R100's in airtime trying to find out what is happening, wasted 3 hours on a phone being transferred from person to person, having the phone put down in my ear, being blatantly told that "THERES NOTHING WE CAN DO, YOU MUST JUST PAY AGAIN", had an agent in Billing promise that my manager will go listen to the calls because "there is nothing i can do because sales didn't tell you about the pro rata."

Now I understand pro rat charges, i understand billing, I can even understand that sometimes certain people have a bad day and that they don't have the capacity to do things, what I don't understand and really have a problem with is that EVERY AGENT I interacted with had the exact same "no energy tones, don't care attitudes and just overall did not give a damn whether they help me as a customer or not. It was as if I was asking for a personal favor's. Having to call back multiple times a day to literally beg for feedback was an absolutely appalling

As watered down as I have tried to make this it has to be the worse experience I have ever had with any service provider. I will definitely be leaving Mweb and spreading my negative encounter as much and as far as I possibly can. Not even sure what I expected from a company that has a 1.6 rating. #mwebsucks#worseclientcare #