Lack of Service and Communication

** Original Order Number: *** -02 Feb 2026 **

I am extremely frustrated with the lack of communication and progress on this matter, and I need urgent clarity.

I logged a request for a “Move.” The technician advised that the line was damaged and would take approximately three days to resolve. That was nearly two weeks ago, and I have received no meaningful feedback or updates.

In the meantime, the order was closed, and MWeb was informed that I requested the ONT to be installed in the granny flat. This is incorrect. I am not residing in the granny flat, and I did not request this change. I do not understand how this information was recorded without anyone confirming it with me directly.

As a result, I now have to ask MWeb to log a new installation ticket for the main house and provide proof of address, which I have already submitted. Three days have passed, and again there has been no communication or update.

I would appreciate answers to the following:

Why was the original order closed without resolution or confirmation from me?

Why was incorrect information recorded regarding the installation location?

What is the expected timeline for resolving this correctly?

Will there be any billing adjustment or refund for the extended period without service?

I need this matter escalated and resolved as soon as possible. The lack of communication and repeated delays are unacceptable.

Please provide urgent feedback.