RvdP
Ronnie van der Peet
1 reviews | Active since Jun 2016
20 Feb 2019, 12:36
Poor service
Fibre down without warning for days. Since inception you have been useless with ongoing "maintenance" for months. No assistance from support either. Between you and MWEB not sure who is worse
Helpful (0)
Replies (6)0
Replies (6)
SADV's replyOfficial
20 Feb 2019, 13:49Good day Ronnie, we are are aware that the maintenance in Brackendowns had been going on from several weeks now. The reason for this has been due to the network not being up to our quality standards. We have therefore, rebuilt many parts of the network, taking it phase by phase. Phases 5 and 6 are the last two phases to be rebuilt, which are due to be completed at the end of the month. Please note, this is a network issue and MWEB has had no control over the maintenance and rebuild process implemented. Notifications have been sent out every few weeks notifying residents and ISPs of where we are in the maintenance plan. A final schedule was sent out on the 17th of January, confirming our exact plans, with dates and a notification that there would be intermittent service during this rebuild phase. We cannot apologize enough for this entire process, we are just trying to get the network up to our high standard, so that we can eliminate future issues. As we know that this has been an inconvenience to all customers affected, you will be given 1 months free service, at the end of the maintenance period. If you require any further updates, please let us know - ***.
Best regards,
SADV's reply20 Feb 2019, 13:49
Official
Good day Ronnie, we are are aware that the maintenance in Brackendowns had been going on from several weeks now. The reason for this has been due to the network not being up to our quality standards. We have therefore, rebuilt many parts of the network, taking it phase by phase. Phases 5 and 6 are the last two phases to be rebuilt, which are due to be completed at the end of the month. Please note, this is a network issue and MWEB has had no control over the maintenance and rebuild process implemented. Notifications have been sent out every few weeks notifying residents and ISPs of where we are in the maintenance plan. A final schedule was sent out on the 17th of January, confirming our exact plans, with dates and a notification that there would be intermittent service during this rebuild phase. We cannot apologize enough for this entire process, we are just trying to get the network up to our high standard, so that we can eliminate future issues. As we know that this has been an inconvenience to all customers affected, you will be given 1 months free service, at the end of the maintenance period. If you require any further updates, please let us know - ***.
Best regards,
RvdP
Ronnie van der Peet's updateReviewer Update
20 Feb 2019, 14:03Why are customers not informed of the maintenance days when fibre is suddenly dropped? MWEB claim that they are not aware of any maintenance currently... that is what I was told via facebook. They are trying to blame the router. Unbelievable
RvdP
Ronnie van der Peet's update20 Feb 2019, 14:03
Reviewer Update
Why are customers not informed of the maintenance days when fibre is suddenly dropped? MWEB claim that they are not aware of any maintenance currently... that is what I was told via facebook. They are trying to blame the router. Unbelievable
SADV's replyOfficial
20 Feb 2019, 15:54Hi Ronnie, we have sent out notifications to all customers and ISPs. A schedule was sent out on the 17th of January 2019 and then a follow up regarding the 1 month free service, was sent on the 24th of January. Please could you confirm if you have received these? It is important your email is listed as we use that for all communication regards the area on our network or DFA's.
Best regards,
SADV's reply20 Feb 2019, 15:54
Official
Hi Ronnie, we have sent out notifications to all customers and ISPs. A schedule was sent out on the 17th of January 2019 and then a follow up regarding the 1 month free service, was sent on the 24th of January. Please could you confirm if you have received these? It is important your email is listed as we use that for all communication regards the area on our network or DFA's.
Best regards,
RvdP
Ronnie van der Peet's updateReviewer Update
20 Feb 2019, 16:15I still do not get notified on which days maintenance is carried out
RvdP
Ronnie van der Peet's update20 Feb 2019, 16:15
Reviewer Update
I still do not get notified on which days maintenance is carried out
RvdP
Ronnie van der Peet's updateReviewer Update
20 Feb 2019, 17:00Just spoke to a technician of yours and he said we should not have been offline last night.. so what happend there? They are working again now so obviously fibre is down.... again i was not notified of this, neither was a u notified of monday and Tuesday
RvdP
Ronnie van der Peet's update20 Feb 2019, 17:00
Reviewer Update
Just spoke to a technician of yours and he said we should not have been offline last night.. so what happend there? They are working again now so obviously fibre is down.... again i was not notified of this, neither was a u notified of monday and Tuesday
SADV's replyOfficial
20 Feb 2019, 17:00Hi Ronnie, unfortunately, we are working in the area constantly and are in our distribution cabinets daily. Therefore, we cannot give exact dates on down time, as some customers are affected while other customers are not, dependent on the activity. That is why we sent a general notification informing customers that from 17 January to 28 February, there will be a rebuild happening in the phases and some days they could be affected by down time. If there is specific days where we can note downtime, it is sent, as per the email sent on the 7th of February, informing residents of the maintenance as well as what streets will be affected. We do try give as much detail to residents as possible/available. As previously started, we cannot apologize enough for this inconvenience. We are working on getting the site up and running optimally, ASAP.
Best regards,
SADV's reply20 Feb 2019, 17:00
Official
Hi Ronnie, unfortunately, we are working in the area constantly and are in our distribution cabinets daily. Therefore, we cannot give exact dates on down time, as some customers are affected while other customers are not, dependent on the activity. That is why we sent a general notification informing customers that from 17 January to 28 February, there will be a rebuild happening in the phases and some days they could be affected by down time. If there is specific days where we can note downtime, it is sent, as per the email sent on the 7th of February, informing residents of the maintenance as well as what streets will be affected. We do try give as much detail to residents as possible/available. As previously started, we cannot apologize enough for this inconvenience. We are working on getting the site up and running optimally, ASAP.
Best regards,