MWEB SHOCKING CUSTOMER SUPPORT

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PeterCH

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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?
 
on a lighter note: it's actually the 31st still :D
 
Can you connect and browse with another account? Say an IS account? Surely you can't or why would you have phoned telkom if this was the case but i thought i would ask :D
 
killadoob said:
Can you connect and browse with another account? Say an IS account? Surely you can't or why would you have phoned telkom if this was the case but i thought i would ask :D
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Nope. I can't connect with anything - not even TELKOM GUEST account. It's not an MWEB issue it's a wider issue. MWEB says my account is FINE BTW. ELTON and NIGEL had me RETEST the settings again! The same things we did on Thursday.
 
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Is your line with Mweb?

If so, why? Is the few Rands you save really worth all of this? ;)
 
Ok but then why are you phoning mweb? if you cannot connect to anything else surely the fault lies with telkom? or am i missing something pretty obvious? :p.

If i have my line with mweb for instance would i phone them to log a fault? just a general question for future reference.
 
killadoob said:
Ok but then why are you phoning mweb? if you cannot connect to anything else surely the fault lies with telkom? or am i missing something pretty obvious? :p.

If i have my line with mweb for instance would i phone them to log a fault? just a general question for future reference.
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I logged a fault with MWEB on Thursday night after my DSL line went dead. The guy did what he could and then told me to contact TELKOM. I did and logged a FAULT. Then called MWEB again and they confirmed it. Now today I call TELKOM after escalating the problem on Saturday and they tell me its not their problem. MWEB must deal with it on my behalf. Then I call MWEB who arrogantly has me redo the same settings again - these guys treat a person like a MORON - these are managers btw not the first line staff - and then after wasting more time they will contact their technical dept who will contact TELKOM to do who knows what.
 
On ADSL Line faults, my line, about an hour ago, just started resetting every few seconds. It has never been this bad before. :/
 
bullfrog said:
Is your line with Mweb?

If so, why? Is the few Rands you save really worth all of this? ;)
Click to expand...

Because I wanted it simple.
Besides TELKOM support is terrible. I called them 5 times and each time I get a different answer. They are beyond useless.

Man I'll go back to IBURST at this stage.
 
Yikes that is horrible, i understand now. I am glad i chose never to move my line from telkom.

I always get my line sorted quickly when phoning them. You are in the kuk big time now, let the blame game start.

I find telkom are always helpful, 0800 375 375 generally extremely helpful. I get sms updates, people who know what they are talking about. I actually find telkom amazing most of the time in regards to faults. I am not sure i would want my line with someone else as telkom would need to fix it so having a 3rd party sounds like trouble to me.
 
Telkom will ALWAYS try to shift blame to your ISP. It's pathetic. Get to know your router's modem status page. Sure way to tell if Telkom is at fault or not.
 
killadoob said:
Yikes that is horrible, i understand now. I am glad i chose never to move my line from telkom.

I always get my line sorted quickly when phoning them. You are in the kuk big time now, let the blame game start.
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Yes MWEB is pathetic. Now they sent me an SMS saying they will escalate the problem - whatever that means. These guys don't know what they're doing and the guy just now did not want me to get through. I am really furious! I will call Naspers and speak to them too.
 
unskinnybob said:
Telkom will ALWAYS try to shift blame to your ISP. It's pathetic. Get to know your router's modem status page. Sure way to tell if Telkom is at fault or not.
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And every time a different guy anwers he tells you something else and they knew who the line owner was - ie MWEB - when they logged the fault. When I called them repeatedly they knew that too.

What also irks me is that ELTON wanted to know who the MWEB TECHIE was who told me to log a fault with TELKOM directly. He wanted to listen to the tapes - all the time I was on the line. Who cares about that -? Anyway they have no again confirmed it that the fault is not with me. I even went a got a second router and tested the settings. And a second PC.
 
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. :)
 
As i was reading from the top, i felt so sorry for you PeterCH, call me a SOB i dunno but then as i read your last post i could breathe a sigh of relief. Really happy you got it sorted :)

"raises a glass to no more problems and a free speed upgrade problem free" :D
 
PeterCH said:
I logged a fault with MWEB on Thursday night after my DSL line went dead. The guy did what he could and then told me to contact TELKOM. I did and logged a FAULT. Then called MWEB again and they confirmed it. Now today I call TELKOM after escalating the problem on Saturday and they tell me its not their problem. MWEB must deal with it on my behalf. Then I call MWEB who arrogantly has me redo the same settings again - these guys treat a person like a MORON - these are managers btw not the first line staff - and then after wasting more time they will contact their technical dept who will contact TELKOM to do who knows what.
Click to expand...

Do you know how those techis feel already? Every client says my settings are my cable right.
Then they basically have to convince those clients that they are just trying to help.
They have to treat every single customer like a moron. 1stly the 1st techi has to double check that the previous one did not miss anything.
2ndly your line could have been repaired or come right by itself and from all the troubleshooting with mweb and telkom something might actually be plugged or set wrong.
3rdly when mweb logs a fault on your behalf they have to check everything to make sure telkom does not charge u a UCOC (unececary call out charge)
MWeb has their hands full with telkom sending all their clients with line faults back to mweb to troubleshoot so it's easy for a techi to mis the fact that the line is with mweb, and half the time telkoms system does not show line is with mweb.
I worked for mweb till 4months ago and I agree the first guy should not have sent you to telkom. I am just wondering where managers and even a 3rd techi comes in to the equation.
It is just a line fault. dont take it personally rather omplain when they dont offer to check your settings and cables.
 
baphomet said:
Do you know how those techis feel already? Every client says my settings are my cable right.
Then they basically have to convince those clients that they are just trying to help.
They have to treat every single customer like a moron. 1stly the 1st techi has to double check that the previous one did not miss anything.
2ndly your line could have been repaired or come right by itself and from all the troubleshooting with mweb and telkom something might actually be plugged or set wrong.
3rdly when mweb logs a fault on your behalf they have to check everything to make sure telkom does not charge u a UCOC (unececary call out charge)
MWeb has their hands full with telkom sending all their clients with line faults back to mweb to troubleshoot so it's easy for a techi to mis the fact that the line is with mweb, and half the time telkoms system does not show line is with mweb.
I worked for mweb till 4months ago and I agree the first guy should not have sent you to telkom. I am just wondering where managers and even a 3rd techi comes in to the equation.
It is just a line fault. dont take it personally rather omplain when they dont offer to check your settings and cables.
Click to expand...

Ok it's just a pity that there isn't any communication between the techs. First tech resets your port and checks settings - DONE. Tells you: GO TO TELKOM. You go to Telkom. Telkom gives you TELKOM GUest account settings and resets port - CHECK. TELKOM opens line fault. You go back to MWEB - guy resets port again and check settings - CHECK. Then you leave it and wait for TELKOM - Telkom guys 3-4 of them tell you the manager will call with feedback. Ultimately last TELKOM guy tells you GO TO MWEB. Just like that. Then MWEB seems to be more interested in who the tech was who said REPORT TO TELKOM. Third guy again walks you through router settings and does port resets and blames TELKOM. Ultimately MWEB forum guy does something and the line magically works again. Maybe TELKOM sent a guy out to the box. Who knows.

In between the time I flashed my router's firmware. I got a second router to see if maybe my router was faulty. I removed the filters.

Anyway it's all fixed. :) Ta.
 
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Yuu said:
As i was reading from the top, i felt so sorry for you PeterCH, call me a SOB i dunno but then as i read your last post i could breathe a sigh of relief. Really happy you got it sorted :)

"raises a glass to no more problems and a free speed upgrade problem free" :D
Click to expand...

Wow thanks man! Nice of you. Appreciate the sympathy! :)
 
PeterCH said:
I logged a fault with MWEB on Thursday night after my DSL line went dead. The guy did what he could and then told me to contact TELKOM. I did and logged a FAULT. Then called MWEB again and they confirmed it. Now today I call TELKOM after escalating the problem on Saturday and they tell me its not their problem. MWEB must deal with it on my behalf. Then I call MWEB who arrogantly has me redo the same settings again - these guys treat a person like a MORON - these are managers btw not the first line staff - and then after wasting more time they will contact their technical dept who will contact TELKOM to do who knows what.
Click to expand...

DID you TELL them THAT your LINE was WITH mweb AND not TELKOM?

PLEASE can YOU type LIKE you AREN'T raging.
 
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