My ADSL line went out on the 8th of Feb - at the time I did notify Mweb and stated I am worried it might be due to lightning and that the router has been struck by lightning. Be it as it may they tested the line and said it is down and they will log with Telkom. 18 days passed before Telkom resolved that the line was in perfect working condition.
This was not the problem - the issue I have with Mweb is that during that time they only followed up with me once, or maybe twice, regarding the line despite my (almost) daily request to please get in touch with Telkom (my ADSL line rental is through Mweb), numerous requests to please ask them not to just pitch up at my house as I DO actually have a normal job taking me away from my house, to please call me beforehand (Telkom) and to please give me a call back at the end of the day to give me feedback (Mweb)
Eventually after incurring hefty costs for 3g data I gave up and scoured the web, contacted friends etc, and got the number of a Telkom Supervisor - within a couple of hours Telkom was there and it was found that the line is fine - it was the router after all (strange as I did test it with a non-Fon router - a Belkin).
My issue is -
1. What did Mweb really do between 8-25 Feb? Just wait for my calls every day?
2. No one at Mweb tried to do anything to resolve this - my proof? The lady I got hold of at Telkom came along with the Telkom technician to check that it got done - I KNOW Mweb logged the call on their system and possibly marked it to be escalated, BUT ONE (1) call to Telkom and I was able to get someone there
3. the Router is now my problem to replace, my cost - fine normally I would understand it to be the case, BUT considering the p-poor service in resolving this, and all the additional data costs I had to incur (I work from home in the evening) I think to say the router should be for their account is a minimal requirement.
If ONLY MWEB had followed up, checked whether Telkom did their part (and this is MWEB's responsibility as my ADSL line rental is not with Telkom but with Mweb) and at least gave me feedback I would not have to list them under 'useless'
This was not the problem - the issue I have with Mweb is that during that time they only followed up with me once, or maybe twice, regarding the line despite my (almost) daily request to please get in touch with Telkom (my ADSL line rental is through Mweb), numerous requests to please ask them not to just pitch up at my house as I DO actually have a normal job taking me away from my house, to please call me beforehand (Telkom) and to please give me a call back at the end of the day to give me feedback (Mweb)
Eventually after incurring hefty costs for 3g data I gave up and scoured the web, contacted friends etc, and got the number of a Telkom Supervisor - within a couple of hours Telkom was there and it was found that the line is fine - it was the router after all (strange as I did test it with a non-Fon router - a Belkin).
My issue is -
1. What did Mweb really do between 8-25 Feb? Just wait for my calls every day?
2. No one at Mweb tried to do anything to resolve this - my proof? The lady I got hold of at Telkom came along with the Telkom technician to check that it got done - I KNOW Mweb logged the call on their system and possibly marked it to be escalated, BUT ONE (1) call to Telkom and I was able to get someone there
3. the Router is now my problem to replace, my cost - fine normally I would understand it to be the case, BUT considering the p-poor service in resolving this, and all the additional data costs I had to incur (I work from home in the evening) I think to say the router should be for their account is a minimal requirement.
If ONLY MWEB had followed up, checked whether Telkom did their part (and this is MWEB's responsibility as my ADSL line rental is not with Telkom but with Mweb) and at least gave me feedback I would not have to list them under 'useless'
