Mweb
Will not replace router on weekend

My router broke down on friday afternoon and I contacted Mweb support. Call logged and promised they will return with an answer asap. I phoned them after one hour and was told that second tier does not have somebody in their office and they have to get the standby personnel to help me. Phoned again at 23h00 and was told that they cannot help me after hours and that I must wait till Monday. After explaining again that this is a business account and that the supplied router is critical to my business, I was basically told that it did not matter as they see the weekend as after hours. I feel this is unacceptable as my clients work everyday and therefore I require my router to be attended to during a weekend if required. I feel since I have to pay for my contract with Mweb 7 days a week, I am entitled to service 7 days a week. If Mweb is not prepared to help me during a crisis, I cannot see why they have after hours support. They could just have a recording that states exactly what I was told and atleast I would not be to and made to believe that there is a chance of being helped.

Company: Mweb
Country: South Africa
City: Johannesburg

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