Don't know how to support the services they provide.

If you are considering taking up a contract with this company, don't. Or read the 'Story' and judge for yourself.

on 1 December 2018 I moved into a newly built complex in Cape Town, Parklands and found that fiber had already been installed in all the apartments. The Fiber had been installed by Myiweb and advertised as up and available for signup.

I contacted them and was informed to speak with their "guy" in this area, called Francois. Francois was reluctant to offer me a contract just yet, as he said they had been waiting on a part from JHB and it would be available the coming week when he would personally bring me a contract to sign.

Monday 3rd December: I had no feedback so far as I had expected from Francois, sending him messages to find out what the latest update was. Later that day he messaged me back claiming he had sent me an email, but nothing came through. He once again asked me to give him my address.

Tuesday 4th December: Francois sends me a voicenote informing me that head office would be sending someone to put they parts in that they still required for the complex. He would inform me of any updates.

Friday 7th December: No feedback via email, text or phonecall. I contacted Francois via message again asking for an update. He informed me that the equipment would be installed up and running the next week(10-14December).

Wednesday 12th December: Once again, no feedback whatsoever. I contacted Francois via message and asked him what is happening. He informed me that the installation will be happening Tuesday 18 December, despite the message from the last week stating that it would happen in the current week.

Wednesday 19th December: Still, no feedback. I contacted Francois via message AGAIN and he stated that they would do the installation that day(Wednesday). I waited.

Thursday 20th December: No feedback, I tried following up and got no response.

Friday 21st December: Francois sends me a message stating that they are onsite doing the installation. He asked me for my address for a 3rd time. Note that this is all via message so there is a record if it. He said they would be onsite at the complex the entire weekend.

Sunday 23 December: They were onsite, but only pushed a flyer under my door, did not bother to try and contact me. I contacted Francois via message again when he said that he was now on annual leave and gave me the contact number of James who would now be taking lead.

I called James and he informed me that he would be sending someone out Monday.

Monday 24th December: I contacted James, he was onsite with 2 engineers installing the equipment they had been waiting to install as of the start of December.

I signed a contract, send a copy of my ID and proof of residence. The engineers finished their installation of the equipment and brought me my router at 15:20 that same day as promised. They did not check that anything was working nor did they set it up. When I asked, they said that they needed to be on their way back to JHB and it would be a long drive. James would need to set up the router.

I contacted James who had since left the site. He messaged me back saying that they were experiencing technical difficulties and would only have it resolved 28th of December.

Friday 28th of December: I have had no update. I contacted James via message to ask for updates. He stated that he had no updates and would let me know. Apparently he had also been waiting on someone to do the setup of the router.

Monday 31st December: The past Saturday someone had been in the complex to install the other houses routers and they were up and running.

No update. I contacted James via message and asked him for updates. He later showed up with 2 other people who had nothing to do with the installation, stating that they were also sales reps. When confronted about the past Saturday and why my house was skipped, he said that he had forgotten my contract at his house and did not know which house I was in(note that there were no messages or missed calls on my phone for the past weekend).

For 3+hours we sat, waiting for someone to contact James to assist with the installation. The person who eventually called, made no effort to try and set it up until I once again inquired on their progress. They failed to setup the router as the person on the other end did not know what they were doing, that or they were more focused on a new years eve party from the sounds of it.

Failing the setup, they could not diagnose where the problem was. I ended up helping them in finding the problem, where as the fiber converter was not making contact with the "server room" at the complex as they call it.

I informed James that he would need to get the engineer out again as this is a technical problem, most likely something that they could not resolved remotely.

James left with everything as it was before he came.

Wednesday 2nd January: No contact from James. I contacted him via message to ask for an update. He informed me that he would call me an hour before he comes to my apartment. He called me around 3pm stating that he would be at my place in 30min. I waited.

He showed up at 4pm and sat another hour and 30 minutes with a sales rep who joined him once again without purpose. They left afterwards with the same diagnosis as I presented to them the Monday, the fiber line was not working.

Thursday 3rd January: No update by 4pm. I contacted James via message and he informed me he is still waiting to hear back from head office on when the engineers will come to site. They could not give him a date.

Saturday 5th January: No update. I contacted James asking him for an update and complained to him because I keep having to contact him to ask if there are any updates. He stated that he cannot give me any updates if there are none from upper management.

Monday 14th January: Still no update. I contacted James via message once again asking for an update at 6am and awaited a reply. By 3pm there was none. I contacted him AGAIN and only then did he say that the engineers will attend Wednesday 16th of January.

Tuesday 15th January: I contacted James via message to find out what time the engineers would be onsite Wednesday. He said he would get back to me.

Nothing, no message, no call, no emails.

Wednesday 16th January: The engineers came to site and checked the cable. It took them all day, there was a break in the cable at the server room and they fixed it. I informed them that the fiber light on the converter is still not on. They did not know how to check it and ended up saying they checked the cable and the cable itself was working so their part was done. They also stated that the light did not "need" to come on as they were using a different port.

They left saying that James will be back to finish installing it. James had since left the site to fetch his car from the mechanic.

At 16:30pm I contacted James again to find out where he was as he still had not completed the installation. At 17:20pm he messaged me back saying that he was sorry he did not contact me. The excuse was that his phone was in the office, but he was on his way to me now while stuck in traffic.

At 18:30pm I contacted him again, as I am waiting for him at home while he is "on his way". He stated that he had first stopped at another client, 20km away and will be with me afterwards.

At 20:15 he had not yet shown up and I contacted him again. By this time I was furious at the bad service and lack of communication. He showed up at 20:30ish and asked that he can come back the next day as my account was not ready yet. Apparently they had lost my ID and proof of residence. I sent it again.

He said that he would be back the next morning at 08:30am.

Thursday 17th January: At this stage I am ready to cancel the contract and go with Telkom, who anyway takes months to fix their problems.

Finally, someone contacts me first. 08:40am James messages me saying that there was an accident, he is stuck in traffic. at 11am he had not yet shown up at my house.

He showed up at 11:30am. Setup his laptop to configure my router, stated that he was just waiting for someone to contact him and assist in setting up the router. I asked why he does not call them and he said his airtime was out. The company apparently does not give him a phone or compensation for the calls he makes for work related things. I ended up calling them myself in an effort to get the router setup. He said that he just wanted to go drop some papers and left the laptop with me so that someone can connect and set up the router.

I got in contact with Thabo from the support desk and they stated that they could not find my account code. They transferred me to the accounts department where I spoke with Nokulunga who informed me that they did not have my supporting documents for the contract and that is why my account is not activated. I had to send my ID and Proof of residence for a 3rd time.

Nokulunga stated that they need to send this off to the contracts department and that might take the rest of the day.

I called them again at 3pm to find out about my account. It had been activated. I spoke with Thabo from support and he assisted me in entering my credentials into the router and configured it. It did not work. I explained to him that the fiber light is not on at the converter and explained what the engineers said when they were onsite.

He said that he would need to contact James as they think the problem is with the fiber line itself. He said he would contact me back with an update.

I called them again and spoke with Thulani from support as Thabo was in another call. He stated that there was something wrong with the configuration of my account and therefor the fiber line was not activated. He apparently fixed it and got me to enter the new credentials. The fiber light was still not on at the converter.

He said he would escalate to his supervisors. I asked him to please contact me with an update as the comms have been pathetic up until now. He promised me that he would give me an update before his shift is over, which was until 10pm.

Nothing.

Friday 18th January:

I called at 11am as once again I had not gotten any update at all. I spoke with Olive from support and she informed me that Thabo and Thulani would only be in at 1pm as that is when their shift starts. I asked her to check the account and informed her of what was going on.

She asked for an hour to get in contact with the people she needed to speak with and she would call me back as soon as she had.

At 14:30pm I called back as I had still not hear anything from them, I spoke with Thulani once again and he told me that he thought the Supervisor would call me back. He stated that he does not know what is going on with the account. I urged him to find out for me, and he said that the supervisors would only start work after 5pm. He was going to ask the Supervisor to call me back.

For the entire weekend, there were no updates whatsoever.

Monday 21st January: At 13:53pm I called them and spoke with Pumvile from reception. I asked to speak with the Supervisor as they were supposed to call me back. She asked a reason and I had to again explain my story as above(the short version at least). She passed me through but the phone rang until it died out. I called again and Molavi answered, passed me to support instead. Thabo from support passed me to the Supervisor line and it died out again.

I called once again and got Thulani from Support. I asked him to not pass me to the supervisor but instead to get him to come to the phone that I was connected to. The supervisors name was Sandile.

I explained my story to Sandile as he said that he know some of it. He said that he would need to contact James to get an engineer to be sent back to site and sort the problem once and for all.

I informed James via message that Sandile would contact him just to find out that James had already been in contact with Sandile the morning(who mentioned nothing of this when we spoke).

They responded to James Monday night stating that an engineer called Brighton will be onsite Tuesday to sort the problem out.

Tuesday 22nd January: I contacted James around 8am to find out when the engineer will be out to site. He said he would try to find out and get back to me.

James returned my message stating that they told him the engineers will only be out Wednesday as they are booked full for Tuesday.

And this is where we are at now.

My conclusion:

Main problems: 1. There is an extreme lack of communication, internal and towards the clients. 2. They send out people who do not know how to do what is needed. Whether it be lack of training or hiring the wrong people, it shouldn't be up to the client to diagnose the problems on behalf of the company.

It feels like playing the lotto when applying for this companies services. If you are very lucky it might work out for you.

To me, they are the only providers in my neighborhood at this stage and I am limited, but will go over to anyone else who comes into the area.

The main frustration for me was not knowing what was going on. Should I just cancel the contract and accept defeat, go with something like 4G and mobile data. I almost sure it will turn out to be less of a pain than this process.