I yesterday had to deal with MWEB on behalf of a client. A simple request was sent in, We need the A records for the domain changed as the website will be hosted by me. This client has fixed IP servers for their mail. In order not to screw up the system we opted to “redirect” the webserver from MWEB to us.
MWEB instead of updating the A Records deleted them. The propogation takes anywhere from 8 – 24 hours for a change like this, I checked first thing this morning and realised that the A records had been deleted. I called MWEB Tech support and told them my problem.
The “tech support”person, bless his socks told me the problem was being logged for the first time slot. You see the Tech help desk only works from 8 – 5 pm. They will then either call me back for more information or escalate it to the service engineers who also work you guessed it business hours.
So in effect MWEB’s 24/7 tech support is a call centre that is able to assist with basic stuff, “Is the cable plugged in? “, but if there is a real problem, well take an aspirin and MWEB’ll call you in the morning, maybe. Your website is offline for the busiest period for foreign visits and we can’t do anything till the sun is almost setting in Kenya.
MWEB have delayed me by 24 hours at the very least. If they sort out the A records first thing this morning I might be lucky enough to be able to complete my tasks that I had scheduled for today, tomorrow. Thanks MWEB your competence astounds me.
More for you to read
Tags: MWEB Tech support