MWEB PREMIER is the worst EVER

[Anthro]

I have been on a call, shifted from one department to the next to get information about a hosted Astaro solution for which we pay approx R30 000 + a month.

Finally I get transferred (after listening to your VOIP system sound like a broken recording)

36 minutes in I get cut off
I call again - I ask whether I can be assisted with a connection at one of our Cape Town branches,need access to the DHCP on the device, I get told to hold - and was then unceremoniously cut OFF again.

I am LIVID right now - If you want my business - help me

 

[MWEBHelp]

I have been on a call, shifted from one department to the next to get information about a hosted Astaro solution for which we pay approx R30 000 + a month.

Finally I get transferred (after listening to your VOIP system sound like a broken recording)

36 minutes in I get cut off
I call again - I ask whether I can be assisted with a connection at one of our Cape Town branches,need access to the DHCP on the device, I get told to hold - and was then unceremoniously cut OFF again.

I am LIVID right now - If you want my business - help me

Good Day, please provide me the account details of the premises in question.

I will ensure you receive the assistance you require.

 

[Hummercellc]

I have been on a call, shifted from one department to the next to get information about a hosted Astaro solution for which we pay approx R30 000 + a month.

Finally I get transferred (after listening to your VOIP system sound like a broken recording)

36 minutes in I get cut off
I call again - I ask whether I can be assisted with a connection at one of our Cape Town branches,need access to the DHCP on the device, I get told to hold - and was then unceremoniously cut OFF again.

I am LIVID right now - If you want my business - help me

Join the club, Mweb are beyond useless....... Having endless problems with support....

 

[Anthro]

What also pissed me off properly was that the first person I spoke to, never logged a incident report (even though they had my details)
Are the consultants lazy, incompetent - or simply unmotivated to help ?

If this was not a contract based service I would cancel it - having said that, it would be VERY easy to move my business elsewhere if I provide the necessary motivation to my board of directors, especially if another service provider is more cost efficient.

 

[Anthro]

Some background.
We have a hosted solution in JHB (Astaro device)
it has a 16MB synchronous pipe.
3 branch offices, each with own DSL
KZN (Head Office) 4x 4MB Bonded DSL

JHB (Satellite) 2x 4MB Bonded DSL
CT (Satellite) 2x MB Bonded DSL

Cisco Routers all around for the VPN network between the branches.
In JHB and CT the Cisco routers control the DHCP

Now I am sitting with a device thats saturating the bandwidth in CT but I cannot block it (from Astaro) nor identify it



As you can see, it is eating bandwidth at an alarming rate - and I cannot seem to stop this.

 

[GoofySmurf]

Dont you have an account manager ? I have no issues with them but do all my queries through my accounts manager and let him do the rest of the legwork. I even log faults through him and happy so far.

 

[Anthro]

Dont you have an account manager ? I have no issues with them but do all my queries through my accounts manager and let him do the rest of the legwork. I even log faults through him and happy so far.

Unable to reach the guy, last time I called - left a message to call me back - no response (4 weeks ago)

 

[Anthro]

Was promised a callback
Nothing received yet.

Disappointing.

 

[Hummercellc]

Was promised a callback
Nothing received yet.

Disappointing.

I was promised feedback last week Monday, and yesterday and today. I have received non to date.

Mweb keep asking me "is there anything they can do to make me stay?"

Um.... NO! not at this rate......

 

[Anthro]

Received call, had to re-hash the entire conversation with the Support Engineer, NO notes where even made on my previous
Ref # 20130910002457

Regardless, the query is now following the necessary steps to get resolved.
Turns out the Cisco Router does not have necessary SSH ports opened for MWEB to interrogate the device.

What really frustrates me, is the fact that I had to call in multiple times - the person who first answered my call did not even log the fault on their system - and none of the engineers after that made ANY notes whatsoever as to my feedback.

I will advise that MWEB team leader listens to the call to hear my various gripes with the way that this process was handled.
As reiterated to the Engineer - I do not want immediate service, but at least acknowledge me as a customer - show some interest and willingness to solve the issue.


MWEB have seriously disappointed me this time, I personally have 5 lines with them and stuck my neck out to get MWEB as our primary provider at the offices around the country.

In total we have 9 ADSL lines with them at our various offices - not counting 3 other companies I do network support for which all have 2 DSL lines for fallback, that pays some salaries !?

 

[Anthro]

Received a call from Chad Theys (Escalations) who was able to check the DHCP leases provided on the CISCO.


Thank you Chad for your prompt assistance and concise problem assessment.

Pleasure dealing with you Sir.

 

[ponder]

Thank you Chad for your prompt assistance and concise problem assessment.

If you call that prompt then you have low expectations

This is the problem with SA consumers, they think they get good service after they have biatched and moaned for a while.

 

[Hummercellc]

Well,

I have just received my Invoice for next month, but I have cancelled?

Not one word from "support" if you can even call it that.

I am well within my rights in terms of the CPA, Mweb believe it does not apply to them.

Screw you Mweb. The worst ISP ever!

 

[MWEBHelp]

Well,

I have just received my Invoice for next month, but I have cancelled?

Not one word from "support" if you can even call it that.

I am well within my rights in terms of the CPA, Mweb believe it does not apply to them.

Screw you Mweb. The worst ISP ever!

MOrning, your query is being dealt with.

Invoices are sent out ahead of time for our business clients, however you will receive some more feedback through the course of today.

 

[Anthro]

I am once again struggling with my MWEB Business (Astaro) 16MB Leased Line
We have a clear deterioration in service levels on the line
Call REF #20131002001554
Speed Tests at this moment are sitting at 2.01Mb/s whereas it used to be average 12 - 13 +

Apart from the above, your call centre VOIP system is the worst I have EVER experienced - you should REALLY call them yourself to experience how bad it is !

 

[MWEBHelp]

I am once again struggling with my MWEB Business (Astaro) 16MB Leased Line
We have a clear deterioration in service levels on the line
Call REF #20131002001554
Speed Tests at this moment are sitting at 2.01Mb/s whereas it used to be average 12 - 13 +

Apart from the above, your call centre VOIP system is the worst I have EVER experienced - you should REALLY call them yourself to experience how bad it is !

Morning Anthro

I will arrange for our Business team to contact you regarding your query. They will be in contact with you during the course of the day.

 

[Anthro]

Thank you Sheila from MWEB Business for answering my query
MWEB Guy - this was related to synch speeds on one of the Lines
Telkom to investigate