MWEB BUSINESS PATHETIC TECH SUPPORT

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hitech247

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I have been in the IT industry for more than 25 years and I can honestly say that MWEB Business has the worst tech support I have ever seen.

1. You get no feedback about open issues.
2. You can make appointments with Tech support and they just do not even bother to keep it or they call late.

And dont even bother sending email to a manager, they just ignore it.

I am the technical manager of an international company. We use the internet a lot and we work in different time zones.
Even so, the first thing that the MWEB tech staff requests, is that we unplug everything from the router and then test again.

I am sorry, but its a bit difficult to drop the connectivity when you have users connected to the router.

Okay so I come in early morning when there is no one on the network. I have to get up at 5 am just so we can prove an MWEB fault.
But okay, I make the appointment and arrive early. Unplug everything from the router. Still same problem. At this stage its just my laptop connected to the
ethernet port, so they cant blame the Linux firewall or any other hardware.

So there I am , waiting for the MWEB tech to call so we can sort out the issue. No MWEB tech calls at the appointed time. This is the SECOND appointment that MWEB misses.

Staff arrives and I have to reconnect the router so they can start to work. Guess what, then the MWEB tech calls to sort out the problem.

So basically we must down our whole network when it suits the MWEB tech department.

Sorry, but thats not the way its supposed to work.

I have sent screenshots, I have sent numerous emails and still this fault is not fixed. ( After nearly a week ).

It has been escalated to 2nd level, but since 2nd level support seems to be incapable of keeping an appointment, I have just given up.
I am sick of this terrible treatment.
:sick:
 
hitech247 said:
I have been in the IT industry for more than 25 years and I can honestly say that MWEB Business has the worst tech support I have ever seen.

1. You get no feedback about open issues.
2. You can make appointments with Tech support and they just do not even bother to keep it or they call late.

And dont even bother sending email to a manager, they just ignore it.

I am the technical manager of an international company. We use the internet a lot and we work in different time zones.
Even so, the first thing that the MWEB tech staff requests, is that we unplug everything from the router and then test again.

I am sorry, but its a bit difficult to drop the connectivity when you have users connected to the router.

Okay so I come in early morning when there is no one on the network. I have to get up at 5 am just so we can prove an MWEB fault.
But okay, I make the appointment and arrive early. Unplug everything from the router. Still same problem. At this stage its just my laptop connected to the
ethernet port, so they cant blame the Linux firewall or any other hardware.

So there I am , waiting for the MWEB tech to call so we can sort out the issue. No MWEB tech calls at the appointed time. This is the SECOND appointment that MWEB misses.

Staff arrives and I have to reconnect the router so they can start to work. Guess what, then the MWEB tech calls to sort out the problem.

So basically we must down our whole network when it suits the MWEB tech department.

Sorry, but thats not the way its supposed to work.

I have sent screenshots, I have sent numerous emails and still this fault is not fixed. ( After nearly a week ).

It has been escalated to 2nd level, but since 2nd level support seems to be incapable of keeping an appointment, I have just given up.
I am sick of this terrible treatment.
:sick:
Click to expand...

Hi hitech,

Thank you for raising this and bringing it to our attention.

It is certainly concerning at the way your query has been handled so far. Please PM me your MWEB account details and the name of the manager that you have emailed that you haven't received a response from.

I will follow up with our Business department and have them contact you regarding your query.

Regards,
MWEB Guy
 
Have PM'ed you all the details.
I have included the name of the staff that missed the appointments, and the name of the Manager.
Also included is the ticket ref - open since the 5th of july.
 
hitech247 said:
Have PM'ed you all the details.
I have included the name of the staff that missed the appointments, and the name of the Manager.
Also included is the ticket ref - open since the 5th of july.
Click to expand...

How about publishing the names here for all to see. Kind of a wall of shame.
 
Our one office recently got MWEB Business Uncapped ADSL. So far it hasn't been working from day 1. MWEB has been passing the buck to Telkom and back. I never get an update from my MWEB account manager, hardly ever answers phone calls and seldom responds to emails I send.

I want this to get sorted once and for all!
 
Yah well ,

Good luck with that .

I got a "canned response" today from the head of operations , after our fault has been outstanding for 9 days now .
And I am sure I would not have recieved that response if Mwebguy did not start to ask questions.

If you try to get info about the ticket, the first thing they do is .... say hold on ..... and RESET the router , knocking off all your staff.

Maybe someone should tell them that a remote router reset is not a magical button.

Well, time to get a new ISP I guess.
 
Okay,

Basic fault finding 101.

The connection worked perfectly before when we were with a different ISP.
The Hardware is IDENTICAL . The Software is IDENTICAL.

Since we use MWEB BUSINESS the speed drops from 3.5 meg to 0.36 meg.
All that has changed is the ISP.

How on earth can the fault be on our side ?
But , lets keep them happy.

I unplugged our whole network and still the speed is 0.36 .

Sigh.

I guess common sense is just not that common.
 
Last edited:
I agree, MWeb Premier Support is terrible! Waiting times, escalation procedures, unable to gain assistance, calls closed without resolution, terrible first-tier support and unable to speak to second-tier support, calls not returned and many many other issues. MWeb Business and their Premier desk needs some serious work done on it. As soon as we can, we will be moving service providers.

I currently have a call open for a week, one of our lines was mysteriously down-graded. Took them several days to find this out, unable to tell me who authorised the change at MWeb, as well as what is going to be done to prevent this happening again!

Grrrrr.......
 
It's not just the ADSL support that sucks. We're testing out an MWEB dedicated server to see what the performance/uptime is like. It's not looking good so far, with numerous downtimes of 20-30 minutes since the server was installed last week. Emails to [email protected] are answered 2-3 days later, sometimes not at all.
 
shakes1 said:
I agree, MWeb Premier Support is terrible! Waiting times, escalation procedures, unable to gain assistance, calls closed without resolution, terrible first-tier support and unable to speak to second-tier support, calls not returned and many many other issues. MWeb Business and their Premier desk needs some serious work done on it. As soon as we can, we will be moving service providers.

I currently have a call open for a week, one of our lines was mysteriously down-graded. Took them several days to find this out, unable to tell me who authorised the change at MWeb, as well as what is going to be done to prevent this happening again!

Grrrrr.......
Click to expand...

Please send me your MWEB details and perhaps the reference number so that I can follow up on this for you.

Regards
MWEB Guy
 
MWEB Guy what do you suggest my company does to get service from MWEB?
 
Wow !

Thanks for the help MWEB Guy.

Whatever you did, it really spurred things into action.

I got a call from the Head of operations' department.

A senior Tech guy logged on .

And .... just like magic .... the problem went away.

If only they could have done this on day one and not on day nine !
 
This thread gives me shivers :(
Against my advice our offices have signed up with 4 new MWEB business uncapped bonded lines - and if this is the type of hassle occurs just ONCE trust me the aftermath will be bad for MWEB's name in the IT field 0.o
 
You finally got the service you deserved from day one.

Sigh.
 
I finally had my issues resolved, as my companies ADSL line is managed by MWEB. I eventually contacted Telkom myself (as MWEB wasn't assisting) and they resolved it within 48 hours.
 
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