New Customer: 

- Remember to complete a needs analysis, and once a package has been decided on, ensure the customer understands the below

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Bank Detail Verification: 

- This product is subject to a Bank Details Verification check. This has a turnaround time of 24-48hours. 

- If verification fails, you will be notified via SMS with instructions on how to update the information. 

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Product information: 

- The VoIP product you have chosen is the <insert product, i.e., Starter or Lite> at <RXXXX> per month, which includes < insert minutes ie 100,250 > local minutes. (If client is taking Hardware) and the VoIP handset at a cost of <RXXXX>. 

- The local minutes will be prorated upon activation and depleted per minute 

- No carryover applies. Once your local minutes have been used, the hard cap applies, and top-ups can be bought through our Client Services, or you can purchase through your My Account, where you can log in via the Mweb website. This will expire in 60 days from the date of purchase if not used   

- To make international calls, you can contact our Client Services department or go to My Account to add international Top Ups, which also expire after 60 days from the date of purchase if not used. 

- Please log in to My Account for additional self-help options, like how to configure call forwarding. You also have the option to port your number to us at a once-off cost of <RXXXX> 

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With Hard phone: 

- The hard phone is a phone with a cord that must be plugged into the router to be able to use the service. 

Without Hard phone: 

- If you are not buying the hard phone, Mweb recommends that you download the application called Zoiper on your smartphone or PC. 

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Activation and Turn Around Time: 

- Activation can take up to 24-48 hours once we have verified your details with the bank. 

- The device will be delivered within 7-10 working days if you ordered one. 

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Sales Process: 

- Once your VoIP order has been captured, you will receive an email on how to track your order as well as an SMS with details on how to log into the CUSTOMER PORTAL. 

- Once your VoIP order has gone active, you will receive a legal agreement which includes your account number, important product information on how to set up, and an SMS with your VoIP login details. 

- The product is month-to-month, and a calendar month notice is applicable in order to cancel. 

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Billing: 

Existing Customer: 

- You will be billed pro rata and one month in advance, which will be debited on the last working day of the month your service is activated. 

- Thereafter, you will be invoiced the normal subscription fee as per your package. 

- This payment will be delayed to the last working day of the following month, should your activation take place around the 25th of the month. 

- Thereafter, you will be invoiced the normal subscription fee of RXXX and debited on the last working day of every month. 

- For more information on how payment works, please see Clause 8 of Mweb’s General Terms and Conditions. 

- You will see “Mweb Internet” followed by your account number on your bank statement. This is our abbreviated short name used for debit orders. 

New Customer (new profile on SOLID): 

- You will be billed pro rata from the day of activation for the remaining days of this month, together with any once-off charges (e.g., hardware), and your bank account will be debited within 5 working days after activation.  

- You will also be billed for the month in advance on the last working day of the same month you are debited the pro-rata fees, unless your activation takes place around the 25th of the month, then you will be debited on the last working day of the following month. 

- Thereafter, you will be invoiced the normal subscription fee of RXXX and debited on the last working day of every month. 

- For more information on how payment works, please see Clause 8 of Mweb’s General Terms and Conditions. 

- You will see “Mweb Internet” followed by your account number on your bank statement. This is our abbreviated short name used for debit orders. 

                                                    Don't forget to conclude the sale with the debit order declaration.

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Confirmation & closing: 

- You will receive an order tracking email with a link to view and track your order. 

- By simply logging on to your Mweb My Account or accessing your Mweb mobile app, you will find all you need to know about the status of your order. 

- Is there anything else I can assist with? 

- Thank you very much. I hope you enjoy your stay here at Mweb. Kindly hold for the 3-question survey 

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