MWEB SHOCKING CUSTOMER SUPPORT

cda said:
DID you TELL them THAT your LINE was WITH mweb AND not TELKOM?
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Who? TELKOM? The guy who told me to go to MWEB knew it by himself from the system. He had it there.

Why should I tell anyone? I pay close to a grand per month plus voice line rental for what? To fix problems myself? Why should an end user know these things. I got told to go to TELKOM and TELKOM took the fault down.

BTW the problem is back. Line died again. STUPID TELKOM.
 
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PeterCH said:
Who? TELKOM? The guy who told me to go to MWEB knew it by himself from the system. He had it there.

Why should I tell anyone? I pay close to a grand per month plus voice line rental for what? To fix problems myself? Why should an end user know these things. I got told to go to TELKOM and TELKOM took the fault down.

BTW the problem is back. Line died again. STUPID TELKOM.
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Maybe you being upgraded to a higher speed and telkom is working on your line that's why it's down
 
Super78 said:
Maybe you being upgraded to a higher speed and telkom is working on your line that's why it's down
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Hmmmm but surely that wouldn't take 3 business days then? And surely their system would know, right?
 
MVGL said:
End User = 16,000 + posts -

Epic Fail
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Wow! Nice of you. Now think carefully here. I acted like I was told. I was told to report the fault to Telkom and I did. I phoned Telkom for follow up and each time they dealt with me as though I was doing the correct thing.
Keeping my post count out of this, do you think that's a fair way to treat people who pay VOICE LINE RENTAL and DSL LINE RENTAL both of which are the highest in the world?

On top of that, have you ever visited a TELKOM outlet? You see 4 people sitting behind desks doing nothing and a queue of people lining up at one cashier to pay their bills. You see the attitude?
You see any other company behave this way?
 
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What support? You get a system generated email, informing they will take more than 24 hrs to respond. I hope soon there will be an alternative consumer grade DSL offering available so I never have to deal with MWEB again...
 
PeterCH said:
Ok - MWEB's messed me around. On Thursday my ADSL line malfunctioned. I logged a fault with MWEB who told me to log a fault with TELKOM (MWEB guy went through the settings, port resets etc). I logged a fault with TELKOM (who also went with guest Telkom settings and port resets). Now today TELKOM tells me that it is not their problem and MWEB must fix it. So I spend 30min wasting my time explaining everything to ELTON - manager at MWEB who also has a bit of an attitude - his main concern was to find out who told me to log a fault with TELKOM and not how to solve my problem. He again messed me around and had Nigel try to change my settings - of course they would not work - I am not brain dead - I would not have faulty settings after I had gone over them with MWEB 2-3x already. Anyway now I can't get through anyone - ELTON went home at 3:30pm and no-one's willing to help me.

I am stuck with a line fault and no internet connectivity from 1 June. Thank you MWEB.

Does anyone know how to get hold of Rudi Jansen and give him a piece of my mind?
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log this on facebook they will jump.
 
My experience at the Telkom shop is actually quiet pleasant and every question I asked is answered properly.

My issue with your post, OP, is I've ordered my analogue line and was going to let MWEB do the ADSL line part, but now I don't know!!! I thought it was better (from posts I've read on this forum) to have MWEB fight Telkom for the client when K@K hits the fan!??
 
the_don46 said:
My experience at the Telkom shop is actually quiet pleasant and every question I asked is answered properly.

My issue with your post, OP, is I've ordered my analogue line and was going to let MWEB do the ADSL line part, but now I don't know!!! I thought it was better (from posts I've read on this forum) to have MWEB fight Telkom for the client when K@K hits the fan!??
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OK. Telkom checked the exchange. The tech called me. Exchange was fine. In the meantime the line connection returned. It still works. I don't know why this problem occurred but it happened after almost 2 months of rock solid connections and speeds. It happened suddenly and it went away suddenly.

I have to thank the MWEB rep guy again - he was very good. Service is very good after all - thanks to MWB. Thanks.
 
PeterCH said:
Ok - MWEB's messed me around. On Thursday my ADSL line malfunctioned. I logged a fault with MWEB who told me to log a fault with TELKOM (MWEB guy went through the settings, port resets etc). I logged a fault with TELKOM (who also went with guest Telkom settings and port resets). Now today TELKOM tells me that it is not their problem and MWEB must fix it. So I spend 30min wasting my time explaining everything to ELTON - manager at MWEB who also has a bit of an attitude - his main concern was to find out who told me to log a fault with TELKOM and not how to solve my problem. He again messed me around and had Nigel try to change my settings - of course they would not work - I am not brain dead - I would not have faulty settings after I had gone over them with MWEB 2-3x already. Anyway now I can't get through anyone - ELTON went home at 3:30pm and no-one's willing to help me.

I am stuck with a line fault and no internet connectivity from 1 June. Thank you MWEB.

Does anyone know how to get hold of Rudi Jansen and give him a piece of my mind?
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Two things occurred to me when I read your post.

The first is that the whole point of letting MWeb manage your line is so that you don't have to manage it yourself. I can't imagine why you accepted the MWeb tech telling you to to call Telkom yourself. You're obviously a fairly knowledgeable user, who is quite capable of standing up for yourself, so why didn't you tell him to log the fault with Telkom?

The second is that when the manager tried to find out who the tech was who told you that, he was actually trying to correct their system, so that the same thing doesn't happen again. Personally I support this kind of action fully. If you're not prepared to do anything about a poorly trained or lazy tech who told you to do his job for him, then you deserve to speak to lazy and poorly informed techs when you call in again next month or next year.
 
All these smart people with their smart comments. It's funny how people always criticize in hindsight and have their mouthful. No one cares what you would have done or what you think should have been done. Fact remains, their customer service sucks (when you have to start weaving through lies, call multiple times and correct internal company policy, that is pathetic)

I agree with you 100% PeterCH, 1stly it's not your problem to deal with internal company problems (like someone referring you to Telkom), f- them, all you care about is your line which is your damned right, that's what you pay for, he can go investigate on his OWN damned time after he fixed your problem which you are paying him for.

2ndly their reluctance to "escalate" is very disturbing. I've called 0800 DSL DSL so many times (the lines in this area are constantly going down). NOT ONCE have I been asked to check my router settings. Not once have they treated me like an idiot. They can't do a port test remotely because I'm on a Mini-DSLAM over fiber, so they usually tell me that, skip to port reset and log a fault anyway. Every single time. That's over 20 faults logged in 5 years.

That's why I'm afraid to move away from Telkom with my DSL line!
 
Mweb Support Email - lol'd

I lol'd when I got this reply from mweb support.

Dear Linden

Thank you for taking the time to contact us.

Please be informed that from your account this is the results that it shows.

Average Throughput 1213 kbps (Downlink) / 54 kbps (Uplink).

Please contact us should you require any further technical assistance.


Kind regards,
Ernest Stripp
E-mail centre representative


MWEB Technical Support
Call Centre: 0860 11 22 52 / 082 16 100
Fax: +27 21 596 8388
E-mail address: [email protected]
www.mweb.co.za




-----Original Message-----
From: Linden Burger [mailto:[email protected]]
Sent: Sunday, May 30, 2010 7:51 PM
To: Technical Mail - MWEB
Subject: ADSL Latency Issue

Hi there, I was hoping you could maybe take this up with telkom seeing as Mweb now handles the ADSL portion of my line rental.

I've been experiencing latency problems for the past week or so on my line.

Here is a pingtest.net result for you to have a look at.
http://www.pingtest.net/result/17880683.png

Results like this have been common for the last week or so.

My Phone number is 011 412 4351 and my adsl account username is [email protected]

Kind regards
Linden Burger
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Could you be less helpful please?
 
I'm in the same boat as most of the people - experiencing extremely horrific service from these A$swipes and i'm getting more and more fukkked off with these stooopid kuntts.....i've experienced max download speeds of <50Kb/s for the past 3 days, phoned mweb and telkom repeatedly today . ....no effin joy!!!!! And to think i actually pay my bills timeously for this effin crap service . . . fukkkk you MWEB -
Way to go MWEB - proving that you guys can offer the world and actually deliver for 2 days in an entire month - I so wish we had other options so i could phone MWEB support and tell them they can suck my KOKK and fukkkk off with their ****tttyyyy service -

Apologies for my tone - but i'm sick and tired - and all those people that tell me that i can cancel my subscription so they can benefit from one less MWEB user and have an overall better internet experience - i say - wake up...smell the roses - one less person aint gonna make a difference to your internet experience - hell a 100 000 less people wont - you know why - mWEB is just out to make money - load up on as many subscriptions - split the load and see how far and feasible it can be till they can the service - throw it out as an unfeasible venture yet extremely profitable venture while it lasted.
 
I think I'm confused or no-one has answered my question :)

MWEB (or chosen ISP) to manage your DSL line OR Telkom? Thanks :)
 
31-05-2010 03:36 PM
PeterCH said:
I am stuck with a line fault and no internet connectivity from 1 June. Thank you MWEB.
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31-05-2010 05:50 PM
PeterCH said:
They fixed it! I think the MWEB rep made some calls and now the line works perfectly with the same router settings which were failing just an hour ago. Thanks MWEB Rep. :)
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Epic Thread Fail? I don't care much for Mweb, but geepers this sounds like like on hell of an over reaction and hissy fit.
 
diabolus said:
31-05-2010 03:36 PM


31-05-2010 05:50 PM




Epic Thread Fail? I don't care much for Mweb, but geepers this sounds like like on hell of an over reaction and hissy fit.
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Call it what you want but it got my issue resolved. Line issues magically fixed. I can guarantee you that had I not made this purposeful 'hissy fit' - I would now be buying 3G prepaid data at the same time it may help other people who encounter a similar issue.
 
the_don46 said:
I think I'm confused or no-one has answered my question :)

MWEB (or chosen ISP) to manage your DSL line OR Telkom? Thanks :)
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If you pay your line rental to TELKOM - you must report the fault to TELKOM yourself on their 0800 number.
If you pay your ISP for line rental - you must report the fault to your ISP who will report it to Telkom themselves.

When I reported the fault for my MWEB line to TELKOM the TELKOM dude took the fault down. He issued me a reference number.
When I called MWEB a few minutes later, they had the reference number on their system - their systems are linked they can see everything.
 
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Colin62 said:
Two things occurred to me when I read your post.

The first is that the whole point of letting MWeb manage your line is so that you don't have to manage it yourself. I can't imagine why you accepted the MWeb tech telling you to to call Telkom yourself. You're obviously a fairly knowledgeable user, who is quite capable of standing up for yourself, so why didn't you tell him to log the fault with Telkom?
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I didn't know. I am knowledgeable in some things but not in all. Guy says - log it with TELKOM and gives me a number, I do it. Obviously I want my line restored so I can use it as soon as possible.

The second is that when the manager tried to find out who the tech was who told you that, he was actually trying to correct their system, so that the same thing doesn't happen again. Personally I support this kind of action fully. If you're not prepared to do anything about a poorly trained or lazy tech who told you to do his job for him, then you deserve to speak to lazy and poorly informed techs when you call in again next month or next year.
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No. That's wasting my time and money. Do you know how much mobile airtime I wasted on this? Luckily I get free moments at work to do this. MWEB's support is their business. The guy can check the logs to see who did it. Before this episode, I had no idea that one reported line faults to a dedicated 0800 number.
 
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