RP
Raheel P
1 reviews | Active since Jan 2019
15 Sept 2022, 08:42
Disgusting service from an *********** "company"
Fibre at home was disconnected on Friday 9th September, have called into the call centre several times and each time I call I get a different explanation as to why the service has been canceled and also why it has not been reinstated yet. According to the last person I spoke to yesterday , MWEB is awaiting some type of clearance from VUMATEL (who apparently has no TAT nor contact details). Call centre agents with each call puts me on hold for such a long time everytime I call and refuses to let me speak to a supervisor. Very disgusted with the service both from MWEB and Vumatel
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Replies (7)RP
Raheel P's updateReviewer Update
15 Sept 2022, 09:59I have contacted MWEB several times since Saturday, what I cannot understand is WHY has the service been terminated , who authorized that and who requested it? Our billing has always been on a debit order and to this day or account has not been debited. MWEB is saying it's Vumatel and Vumatel is telling me it's MWEB. Please don't give me robotic replies , address the issue and fix it. What is so hard to reactivate the service and debit our account??
RP
Raheel P's update15 Sept 2022, 09:59
Reviewer Update
I have contacted MWEB several times since Saturday, what I cannot understand is WHY has the service been terminated , who authorized that and who requested it? Our billing has always been on a debit order and to this day or account has not been debited. MWEB is saying it's Vumatel and Vumatel is telling me it's MWEB. Please don't give me robotic replies , address the issue and fix it. What is so hard to reactivate the service and debit our account??
Vumatel's replyOfficial
15 Sept 2022, 11:21Good day Raheel
Thanks for taking our call earlier today.
Kindly note that the payment link does not reflect on our systems and we have contacted your ISP for assistance with the payment link however they have advised that they can not provide us with the payment link due to the POPI act.
Kind Regards
Zoleka Guca
Thanks for taking our call earlier today.
Kindly note that the payment link does not reflect on our systems and we have contacted your ISP for assistance with the payment link however they have advised that they can not provide us with the payment link due to the POPI act.
Kind Regards
Zoleka Guca
Vumatel's reply15 Sept 2022, 11:21
Official
Good day Raheel
Thanks for taking our call earlier today.
Kindly note that the payment link does not reflect on our systems and we have contacted your ISP for assistance with the payment link however they have advised that they can not provide us with the payment link due to the POPI act.
Kind Regards
Zoleka Guca
Thanks for taking our call earlier today.
Kindly note that the payment link does not reflect on our systems and we have contacted your ISP for assistance with the payment link however they have advised that they can not provide us with the payment link due to the POPI act.
Kind Regards
Zoleka Guca
RP
Raheel P's updateReviewer Update
15 Sept 2022, 14:54Zoleka , after we spoke I have been in contact with MWEB 4 times. They confirmed they logged a ticket on live sheet on the 14/09/2022. They have also informed me this is the error message on their side : 400 Bad Request {"detail":"Failed to create prepaid order: service\":{\"errors\":{\"port_number\":[\"has an active service\"]},\"full_errors\":[\"port_number has an active servi...tr . According to MWEB our service at our address has been cancelled? Can you please explain why?
RP
Raheel P's update15 Sept 2022, 14:54
Reviewer Update
Zoleka , after we spoke I have been in contact with MWEB 4 times. They confirmed they logged a ticket on live sheet on the 14/09/2022. They have also informed me this is the error message on their side : 400 Bad Request {"detail":"Failed to create prepaid order: service\":{\"errors\":{\"port_number\":[\"has an active service\"]},\"full_errors\":[\"port_number has an active servi...tr . According to MWEB our service at our address has been cancelled? Can you please explain why?
Vumatel's replyOfficial
15 Sept 2022, 16:16Good day Raheel
Kindly advise if the ISP confirmed that there is a request for activation.
Kind Regards
Zoleka Guca
Kindly advise if the ISP confirmed that there is a request for activation.
Kind Regards
Zoleka Guca
Vumatel's reply15 Sept 2022, 16:16
Official
Good day Raheel
Kindly advise if the ISP confirmed that there is a request for activation.
Kind Regards
Zoleka Guca
Kindly advise if the ISP confirmed that there is a request for activation.
Kind Regards
Zoleka Guca
RP
Raheel P's updateReviewer Update
15 Sept 2022, 18:38Yes,they have sent the request on the 10th September 2022 and today the 15th September 2022
RP
Raheel P's update15 Sept 2022, 18:38
Reviewer Update
Yes,they have sent the request on the 10th September 2022 and today the 15th September 2022
Vumatel's replyOfficial
16 Sept 2022, 07:50Good day Raheel
Thanks for the response.
Kindly note that we have escalated your activation request to our installations team to advise and assist. We will revert once feedback is received.
Kind Regards
Zoleka Guca
Thanks for the response.
Kindly note that we have escalated your activation request to our installations team to advise and assist. We will revert once feedback is received.
Kind Regards
Zoleka Guca
Vumatel's reply16 Sept 2022, 07:50
Official
Good day Raheel
Thanks for the response.
Kindly note that we have escalated your activation request to our installations team to advise and assist. We will revert once feedback is received.
Kind Regards
Zoleka Guca
Thanks for the response.
Kindly note that we have escalated your activation request to our installations team to advise and assist. We will revert once feedback is received.
Kind Regards
Zoleka Guca
RP
Raheel P's updateReviewer Update
19 Sept 2022, 11:39Hi Zoleka , still no response and still no WIFI at home. Can you please inform me what the TAT is for escalations?
RP
Raheel P's update19 Sept 2022, 11:39
Reviewer Update
Hi Zoleka , still no response and still no WIFI at home. Can you please inform me what the TAT is for escalations?