Thanks for your support. We pay for a service and to be honest when mistakes pop up at the company the company should pay us a consultancy fee - after all we help fix their problems. Now MWEB can train their staff better to avoid any issues they don't want and the next lot of customers will get a nicer experience.
-
Join the MyBroadband community
South Africa’s biggest forum. Discuss, discover, and connect with thousands of members.
-
Question of the Day: What's the most interesting small town you've visited in South Africa?
MWEB SHOCKING CUSTOMER SUPPORT
- Thread starter PeterCH
- Start date
Thanks for your support. We pay for a service and to be honest when mistakes pop up at the company the company should pay us a consultancy fee - after all we help fix their problems. Now MWEB can train their staff better to avoid any issues they don't want and the next lot of customers will get a nicer experience.
So does this mean it doesn't matter who administers your line? I heard if you get your ISP to administer your line you more likely to get your issues solved sooner. But then, my experience with just signing with MWEB as a customer results in delayed generic responses. If I go into MWEB offices, they ask me to E-Mail or phone them. If I go to Telkom shop, I get service immedietely by consultants who are actually knowlegdeable (I would have actually expected the opposite).
From my perspective it would seem Telkom has jacked up their service and MWEB has too much business that they can't handle a sale without it becoming a complicated affair!
I do like the idea of Telkom looking after the ADSL line portion of my internet because then I'm free to move ISP's however I'm using MWEB to register my domain, mail accounts linked to domain name as well as internet access. It seemed to make sense to have them administer the ADSL connection as well.. ??
Oh, plus all this I plan to get MWEB to host my website.
So in summary below, you will see what I have already registered for or soon plan to register for..
Telkom Analogue Line (obviously Telkom is the only choice)
Domain registration - done (with MWEB).
E-Mail addresses - not done (but will be done with MWEB since they registered the domain).
ADSL Line - not done (who to choose? MWEB or Telkom?)
ADSL Subscription - not done (MWEB since I have already registered my domain with them).
Website Hosting - not done (MWEB would be the obvious choice since again, I've registed my domain through them).
Initially I thought it would be BEST to use MWEB for everything except for the obvious Telkom Analogue Line Rental, however, this particular thread has raised my concerns as to what would actually be best for me..
So in summary below, you will see what I have already registered for or soon plan to register for..
Telkom Analogue Line (obviously Telkom is the only choice)
Domain registration - done (with MWEB).
E-Mail addresses - not done (but will be done with MWEB since they registered the domain).
ADSL Line - not done (who to choose? MWEB or Telkom?)
ADSL Subscription - not done (MWEB since I have already registered my domain with them).
Website Hosting - not done (MWEB would be the obvious choice since again, I've registed my domain through them).
Initially I thought it would be BEST to use MWEB for everything except for the obvious Telkom Analogue Line Rental, however, this particular thread has raised my concerns as to what would actually be best for me..
Someone at MWEB told me that TELKOM gives preference to their own customers. This was to do with ADSL line installation but it may be the same for everything else.
MWEB has a 'Third Party' handling the interaction between TELKOM and MWEB. I have no idea whether this is a general term for any number of contracted out companies or whether there is a 3rd Party Co somewhere which acts as an intermediary between you/MWEB and TELKOM.
You could always migrate to some 1-2GB capped package with MWEB and then be free to use someone else for your data portion - eg WebAfrica or Axxess.
Last edited:
MWEB take ages to answer their [email protected] address. The best is to call - again it wastes your time and money - and speak to a supervisor from the moment go. For minor issues like finding out your settings - the first line is ok, but for more complicated stuff - speak to a supervisor first.
TELKOM on the other hand - well - the attitude at TELKOM is much worse than at MWEB. MWEB guys are polite and seem to want to help you, TELKOM - well - it's quick answers and they get very defensive and personal. You ask the guy for feedback he tells you that he can't say anything because he didn't speak to you last time. When I called TELKOM, I got a different reply each time. When I spoke to that manager dude at TELKOM (see post above - supervisor of the 0800 person) he was very defensive and took things personally - I told him "Previous guy said this...", he replies: "I wasn't there. You are now talking to me." Secondly, when I walk into a TELKOM shop in Canal Walk or Bayside (especially BaySide) the cashier counter always has a queue and there is usually 1 person working there. The other counters/desks are usually staffed but the staff are usually just idling. You can see the holier than though attitude - the staff at TELKOM BAYSIDE are the worst. Guy is chitchatting and joking with customers (they've paid already) and you're in the queue waiting then he finishes with them - you ask for a POTS filter - he cracks a joke about whether I want a POT or a PAN filter. I told him to get it because I don't have time for jokes - he gets defensive. Staff at Telkom shops are like staff in Communist shops. The guy thinks he is doing you a favour by doing his job description. Telkom Bayside is the worst. No-one else is this bad. No other store or shop. Even Home Affairs is better or SAPS. SAPS in the local police station smile and try to help - these guys just sit with frowns on their faces and don't want to bother to help the single cashier when a long queue forms. While I was there last Saturday at least one other customer was complaining too.
Mike_De_Lange
Senior Member
- Joined
- May 18, 2007
- Messages
- 515
- Reaction score
- 0
Why not just post on your own site Peter?
if your line is with MWEB and the MWEB tech tells you to speak to Telkom then ask for their manager immediately.
As for Telkom taking so long to fix ADSL lines.
It’s because they will not sign a SLA with anyone and still sees ADSL as best effort service
So if your line is down and the Technician who has to fix it is having a best effort coffee break then that was still best effort service
This applies whether you own your own line or whether MWEB manages it for you
As for Telkom taking so long to fix ADSL lines.
It’s because they will not sign a SLA with anyone and still sees ADSL as best effort service
So if your line is down and the Technician who has to fix it is having a best effort coffee break then that was still best effort service
This applies whether you own your own line or whether MWEB manages it for you
So your issue was resolved?
Maybe ask a mod to change your title to MWEB fixed the problem....
I have only had good service from them
I went to N1 City Telkom, MWEB is there too. The help is excellent. Been there twice and I was really impressed ( I was helped by 2 seperate people ).
Also, I would like to add, I think it was nice the guy was joking with you regarding a pot or pan. He was just trying to be nice, it wouldn't kill you to spare 1 minute to laugh it off, in the end getting upset probably ruined your day and his
Also, I would like to add, I think it was nice the guy was joking with you regarding a pot or pan. He was just trying to be nice, it wouldn't kill you to spare 1 minute to laugh it off, in the end getting upset probably ruined your day and his
No. The guy was having a good time with two guys while I was waiting in line and while 5 other Telkom employees were loitering around doing nothing.
I'm sorry but it was my time off, while he was at work messing around (and getting paid for it). It would still be ok had it been an exception, the problem of course is that at every single time I visited that Bayside Telkom store there was a queue - an understaffed cashier desk - and employees sitting or standing behind desks doing nothing. People wait, while Telkom staff yawn. It's obvious TELKOM is about pushing its service on new customers but dedicates very little support for existing customers.
Some of the staff of Telkom Bayside or management have a work ethic problem.
Note that I find service at HOME AFFAIRS IN CAPE TOWN, SAPS stations, South African POST OFFICE, banks, shops etc to be far better. Even the people at CapeMail Customs are better than Telkom staff (outlet stores).
Last edited: