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MWEB.co.za Customer Service Phone, Email, Contacts

MWEB.co.za
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1.0 441 Reviews

MWEB.co.za Complaints Summary

2 Resolved
439 Unresolved
Our verdict: Engaging with MWEB.co.za at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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MWEB.co.za reviews & complaints 441

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1:37 am EST
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MWEB.co.za cancellation of fibre order

In September I cancelled my Telkom fibre order and switched to Octotel. This was confirmed by MWEB via an SMS. I phoned Mweb in December and was told I am still registered for an Octotel fibre installation and to call back in January 2018. I phoned MWEB today and was informed Octotel cancelled my order. Why? Why I was I not informed by MWEB which is my service provider. Surely if Octotel was going to cancel MWEB should have contacted me to enquire if I was still interested in the fibre installation. Can I get an answer?

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8:29 am EST

MWEB.co.za fibre line

I ordered a fibre line through Mweb. Very helpful sales but that is where it ends. The fibre line is owned by Vumatel. They sub-contracted Fibre link, ( a company with no office contact number). Vumatel promised to be at my place at 10:30 on 13 Dec 2017. After me making several calls, they arrived at approx. 1:30pm. They started working at 5pm and left at 7pm with the installation being incomplete. They further promised to be at my place around 7am on the 14th. In the meantime, Mweb cancelled my dsl service and suggest I wait 5 days before going online with fibre. I logged complaints and reserved ref. no's but that means nothing as neither Mweb nor Vumatel has contacted me. i called mweb early the 14th only to be told that I am online, (how is this possible), when the installation is incomplete. After escalating the matter, I am yet to receive an update from an Mweb manager as promised. Furthermore, when i placed the order for fibre, I was told that my fibre line will be active when I am ready and I can possible expect between 1-2 hours downtime. Now I am told that there is a downtime of five working days...what lies and deception. Mweb ticket no. MWB 6022206 and MBW 6024476

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9:01 am EST

MWEB.co.za poor service and communication

I upgraded to Fibre last month and at the same time applied to port my phone number as i did not want to keep paying Telkom fees. I filled in the forms and submitted to Shihaam at Sales. I am now still waiting for feedback on this it is 13 December 2017. I have spent almost 3 hours waiting on the line to speak either to a person who does not know or puts me through to another department which i hold on for. I would like to have been better informed of the process and kept up to date with where things are. It is one thing to sms me, but then i need to phone mweb again and sit in a line and speak to a stranger that does not know my issue and does not know how to fix it. Very frustrating situation.

I am now at the stage where telkom has informed me that they have cancelled the adsl on my side and said that the 3rd party(mweb) can port the number...that is a week ago. no feedback. I am also experiencing slow internet at night...so much for uncapped fibre? Mr kent

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1:08 am EST
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MWEB.co.za fibre

Good day

I ordered Fibre on the 30 October. A sub-contractor for Open Serve arrived only to tell me that the pipe was blocked and they could not install the cable. I was told that Telkom would charge R160 x 35 metres! They just left. What shocking service, obviously not interested in my business. They did not even probe the pipe!

Vumatel is also installing fibre in our complex and they said they would charge R1700 to install to my house. They are hungry for business.

I have been a member of Mweb since 1993 and your personal stated to me that the installation would be seamless. I got different answers, one being that I would get 30m free and another said 8m free.

I am not happy, so I think a change of service provider is on the cards!

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2:39 am EST

MWEB.co.za showmax setup - from united kingdom

Good day. My name is Erika le Roux. I signed up for Showmax through Mweb a few days ago, from the United Kingdom, using my South Afican cell number and ID etc. As i currently temporarily reside in the United Kingdom, I cannot get access to my MWEB account, as my South African cell phone is not active, thus I cant get my user access code on my cell. I received an email saying my Showmax account is active and ready for use, but when I open Showmax, there is nothing to view. As far as I know, the first two weeks of Showmax is free, now I have received an Invoice from Mweb for R73.45 (account nr: [protected]) - i dont know why i received an invoice, i have not received any service, cant access Showmax and cant access my Mweb account. I would like to cancel my subscription to Showmax and with mweb with immediate effect, this whole experience was unpleasant. Please phone me on +[protected] to resolve asap.

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6:21 am EDT

MWEB.co.za mweb illegal - disclosure of information under the popi act

I have an Alias email address that I have never used nor disclosed to anyone and hence only known to me and MWEB.

How is it that I receive Spam emails to said unused email address ?
There can only be one answer, MWEB have likely disclosed said email address to third parties in contravention of the Protection of Personal Information Act of 2013. End of story!

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12:49 am EDT

MWEB.co.za fibre line speed

My account number is [protected]. I have been a client with Mweb for many years. I used to have an ADSL line through Telkom and Mweb was my ISP. Because of the Telkom line my speed was poor and it was not possible to upgrade so when fibre was installed in out area I was over the moon. There were plenty ISP with great packages but I decided to stay with MWEB even thought they did not have the best solution as I never had a problem with them. Well, that was a big mistake. I signed up for a 20/20 uncapped line speed, and they did not have a problem in billing me for the above but I still only have a 4/1 speed. I have spoken to fibrehood, they confirmed that I have a 4/1 speed and they cannot change it on my requested but they will change it on MWEB's request. The technical department tested my line and they confirmed it was a 4/1 speed and my contract is a 20/20 and they transfer me to the sales department. The sales department say they will look into it or they say its a technical fault. I have contacted Mweb on several times via phone or their web to get this sorted but as of today I still only have a 4/1 speed. I am just so frustrated. I want a 20/20 line and if Mweb cannot help then I want a refund and I will go to a different ISP.

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10:27 am EDT
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MWEB.co.za email to sales, whoever not replied to

Good day

This email has been sent to: operations, sales tech. Several times since 14th august.

Only reply is from tech advising sales must answer.

Please if you cannot help pass it to senior management, or the board.
I need a clear written reply.
My past experience with telesales, been unsatisfactory in that they don't listen, just babble on, will rattle off terms and conditions at high speed, which comes over as gibberish, unacceptable.

To my mind my request is both tech and sales.

Please pass this email to a senior manager who has authority to [censor] and reply.

Good evening

I'm looking for help /advice.

Currently I have an adsl connection with mweb.

With fibre optic mow available through numerous sites, i'm at a loss on who to support.
You, telkom or vuma for starters.
Telkom offers free installation and packages.
You offer r500 towards installation and packages.
Vuma charges for installation and has packages.

Currently I am on an adsl connection with you.
Per the vuma brochure they start at 4:1 for r396 100gig
Neither you or telkom match this.

All is vague and misleading.

I would presume that the 100gig is pm.

Cables are laid/strung.
All that is needed to complete the process is for telkom a short cable to the house with a signal converter.
Vuma place a connection point on the boundary wall, therefore, necessitating a short cable to the house plus converter.
All capital cost of cabling is carried by the respective companies.
What is outrageous is the high cost of installation.
What happens to the telkom adsl/telephone side of thing.
Telephone service is naturally still a requirement, and cost.
The converter obviously connect to a router by wireless means, or by a network cable.

While the carrot is tempting, everything else is mystifying.

As a person I would like a detailed explanation; which is:-
Am I to be a cash cow?
What is ripping off and what isn't?
Advice on what I need, and do not need.

From my side some streaming, using line video calls to family, emailing and receiving short videos and photographs of printable quality..

Maybe a bit of this and that.

I've been a client of yours for many years, a pensioner aged 73.
Therefore costs and price is important.

I you are unable to assist please forward to someone who is human and can help.

Not to one who will insist on saying I am telling you as if i'm a nincompoop!

Trust you will assist

John st clair-mulley

— end of forwarded message

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3:57 am EDT

MWEB.co.za internet line speed

Hi I have two lines with MWEB on 4 Mbps in Cape town and one 2 Mbps in Joburg. We have been trying for the last 6 months or more to get this situation resolved with MWEB. My line is operation at less than 1 Mbps as tested by your technicians. I have spent all my airtime in the last 3 months trying to get this resolved but to no avail. If this is not sorted out within the next week I will need to look another provider that can help me.
It seems once you've made the sale the service is over!
VERY unhappy

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3:28 am EDT
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MWEB.co.za upgrade of line not done 4 months later

Ticket MWB3515474 - Account No: [protected]

I am very unhappy with the service we received from MWEB Sales team. I requested our line to be upgraded from a 4mbps line to a 8mbps line on the 21 April 2017 and to date still not been done. I then called MWEB and held on for 10 minutes and was then told that it was NOT done on the 21 April and that they would do it now and my internet will be unstable for up to 10 working days and that they will bill me pro-rata etc. I am not happy at all and I would like MWEB to look into this ticket number complaint and explain what went wrong!

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1:52 pm EDT
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MWEB.co.za fibre

I am so sick and tired of calling the technical department regarding our speed on fibre since the 5th of June 2017. Its continuous that we're only getting a speed of 2.9 while we have a 10meg line. Telkom came and inspected and provided that there line was giving me a speed of 9.7 and discovered that the zyxel modem was not working. It was arranged to be replaced which was replaced lady wed 21/06 it worked well till Sunday and again we're not getting speed. I'm now fed up and would like my wifi package back, which didn't give me problems at all. This is a nightmare. Waiting to change modems and waiting for courier companies. This is terrible service I am receiving.

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2:43 pm EDT
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MWEB.co.za technical assistance

Good evening. It is with great regret that I have to submit a written complaint about the service been receiving from MWEB. Until now I have been a satisfied customer and always been boasting about MWEB. It has reached the point where I am about to switch service providers. I have 2 issues at hand. The first one is that i have the 8mb line. For the last month or so my connection has been eratic. Speeds went as low as 1mb. Speed tests have been emailed to technical. The second issue is that i currently cannot connect to the internet. Been trying for the last 2 days to get through to the technical department. Until now have no luck In getting through. I have literally made over 10 calls in order to get through. Everytime I reach number 1 In the q. The line gets cut off. This is so frustrating going through all this hassles In order to get things resolved.

I trust this will reach your urgent attention

Regards
Fakier

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2:01 pm EDT
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MWEB.co.za very poor internet access on mondays in goodwood area, cape town

For the last 3 months, there seems to be a deterioration in the once excellent service MWeb provided.I noticed that I lost internet access for up to 4 hours as was the case today. Their Support person says that there is an outage in my area and in greater Cape Town today. Strangely, the moment I phoned and spoke to the Support person, the problem of internet connection was miraculously resolved while I was still speaking to the call centre person. Coincidence?

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Rooidraak
, US
May 19, 2017 2:43 am EDT

I have also been having internet issues for the past 2 months in the goodwood area, note that this apparently is caused by a bulk fault on Telkom side. I have however asked mweb to assist me in getting it escalated. They are apparently unable to escalate matters as it has to do with Telkom assets that are failing or something to that regard.

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1:35 am EST
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MWEB.co.za new fibre product

I have been client of Mweb for more than 7 years (Account number 488570) and in August 2016 I saw a promotion on fibre in our area (Bryanston).

I contacted the sales call centre and a salesman (Thobelani Ntuli) came and saw me at our offices. I signed an order for the fibre on about the 17th August 2016.

Thobelani emailed me on the 24th August that he would be able to inform me of the installation date once the order has been captured.

I phoned him during October (as I had not heard from him) to try and find out the installation date and also spoke to his manager. She informed me that the installation could take up to 45 working days.

I accepted that, but after the 45 days I tried to contact him. I have left messages on his phone, emailed him could not get hold of him.

I then phoned the call centre more than 3 times to try and follow up on the progress. They were very helpful and each agent promised me that someone would call me.

I am still waiting for anybody to contact me (very frustrating) and I am at a loss what to do.

I have never had such bad service.

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3:21 am EST
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MWEB.co.za mweb server blocking my e-mails at the message centre and calling them junk mail

About a week ago I phoned to complain about e-mails not arriving at my pc (Regular newsletters etc). I was told to login to your message centre and found 1101... One thousand one hundred and one mails labelled as junk mail! This is unacceptable! Your agent said that sometimes the server decides to designate mails as junk... All of its own accord! This is nonsense. What is the use of selecting "safe sender" option? Again today I found 45 mails labelled as jink. Sort this problem out and give me feedback!

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7:36 am EDT
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MWEB.co.za modem

Good Day

It has been approximately two weeks since our Mweb Modem has not been functioning.

Despite our efforts, communications, calls etc NO ONE has bothered to revert to us or sort out the problem.

Should this not be sorted out ASAP our intentions are to cancel and seek an alternative service provider.

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Update by Lurdes
Sep 06, 2016 7:37 am EDT

Good Day

It has been approximately two weeks since our Mweb Modem has not been functioning.

Despite our efforts, communications, calls etc NO ONE has bothered to revert to us or sort out the problem.

Should this not be sorted out ASAP our intentions are to cancel and seek an alternative service provider.

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2:14 am EST

MWEB.co.za email address was cancelled - mweb does not even read all my emails

I cancelled my email address which polka gave me - when I purchased a computer through them - On 14th of May 2013 I emailed [protected]@mweb.co.za to cancel [protected]@polka.co.za - I thought the email was cancelled. Again an email was send on 26th of Feb 2014 where I specifically ask Mweb to cancel all other products which they are deducting through my account but leave my one primary email address. When Mweb did not take notice - I cancelled my debit order. I made a complaint on Hello Peter - one agent tried to assist me and then he also disappear - I emailed all my emails to Mweb Accounts for their notification - I thought everything is resolved...all of a sudden I get a sms I am being put on Credit Bureau for non payment...Mweb call center was phoned ...the lady told me I did not send any emails as proof - but my hole box is full of proof of send emails...She does not even want to listen to me and told me rudely to pay my mweb account - even a double amount? No Mweb your customer services are bad - they don't read. It is very disappointing - account 9676395/7125763. I get no satisfactory service from them. Regards Rene Fourie [protected]

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irene colyvas
, US
Feb 14, 2020 3:29 am EST
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MWEB stopped working in my area more than three months ago The router is complete dead since the land lines are out of order and telecom advised they will not be fixed due to many accidents of theft
At the time I have reported to Mweb that my internet connections stopped and the only advise I received I must take it with telecom since it is due to faulty lines Strange the whole world was aware of the reason of the telecom lines stopped working but not them
Since then I have tried to contact Mweb/ADSL telepathically to no avail only the answering voice repeating their product no matter how long I spend on the phone Subsequently I cancel my debit order and sent an email message advising the debit order was cancelled but no reply came forward
The debit order is keep on initiated every month with double the amount and keep on sending back and every time I receive an electronic message advising me of the unpaid debit order
I am happy to see so many messages from various people with the exactly same problem It is indeed the worst product provider and it should be forbitten to advertise their products since are not functioning and their luck of service is appalling
I wont be surprised if they send me a letter of demand or threatening to black listed me
but I am ready for them
Irene Colyvas account number [protected]

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11:27 pm EDT

MWEB.co.za internet billing against sales promotions

When you want to get a deal or they want to make up something, sales people give you promises over the phone verbally. They never put their deals and promises in writing. When time comes to invoice services, billing department pretend as they are not aware of the deals which is offered by sales people over the phone. When you want to claim it you don`t have proof because deal was not on email but it was only a phone conversation. If you ask this anyone from MWEB they will confirm that they offer deals over the phone, they don`t need any paper work. At first it looks like a convenience but later you find out that they use this gap for their crook billing system :(

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10:17 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

MWEB.co.za signed me up for an additional two year contract (without my consent or knowledge) when all I did was change my package option.

I signed up for a two year 350mb contract with Mweb in February 2009. Within the first few months I was already looking forward to the day that I would cancel this contract in February 2011, I even saved the date as a reminder on my calendar. I had to change my package a few times during these two years due to the ridiculous charges for additional data used, as well as the amount of data that I required depending on the circumstances at the time. I changed to a 1G option in September 2010 because I was having issues with our wireless connection at work. When I changed to the 1G option I did so at the Mweb store in Cresta. They said it would be perfectly fine to do this and did not make any mention of another two year contract or renewal of my contract.

When I sent in my letter of cancellation in January 2011 I received a response from a lady called Colette Bristow. She told me that I could not cancel my contract as it was only due to end in September 2012! I replied saying that this was impossible and explained all the details, however to this day she has not responded. I even tried calling her but she was not available.

I went into the Cresta store at the beginning of February this year after waiting for a response that clearly nobody was intersted in tending to at the head office. After explaining the situation, the assistant told me that it was an error on the system's side and that in fact I was entitled to cancel my contract. She said she would have it sorted out within the week and get back to me. She did not get back to me and so I went into the store again at the beginning of this week (first week of March). When I related the story again (now for the fourth time) the assistant told me that there was a note on the system that stated my account was "pending" or something of the sort. She did not know what that meant and said that she would find out and get back to me by Thursday. Today is Friday and there is still no word.

I think this company has absolutely no integrity whatsover. All the money in the world can buy you the best advertising, however when you cannot follow through with actions to substantiate what you promise then you end up loosing the customers that helped build your business. All I want is to cancel my contract, for Mweb to stop debiting my account, relieve me of my pain and suffering and let me be free.

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Glintole
, US
Sep 23, 2010 11:44 am EDT

On 1 October I submitted my cancellation documents as instructed to do so by Mweb cancellations. I explained to them before I left that I would be abroad as I was immigrating - they assured me it would be no problem to cancel from abroad. I received an auto response saying that cancellations responds within 24 hours - however, its been a week and still I have had no confirmation at all! What does it take to receive any kind of confirmation that my account has been cancelled? Is it that hard to reply to an email?

Ive had nothing but terrible service from Mweb since I signed up 2 years ago! After all the frustration ive had I dont think I will be referring them to any friends or colleagues in the future!

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Kebbs
, US
Feb 05, 2011 3:16 pm EST

My parents who aren't that technologically savvy upgraded their MWEB account to a 3G package. This was done a week ago and it still has not been activated and NOTHING is been done about it every time we phone MWEB they just tell us they are going to escalate it . I ask for someone to phone me back to report on the progress, and I am still waiting. My parents use their internet for their business and as such their clients are complaining as emails are being sent to them !

Today we again phoned in and they said we must get in contact with MTN as it is their problem. We bought the package through MWEB they must sort it out ... I am at my wits end Nobody seems to really care or want to help me out ... I will never use MWEB again because if you have a problem they dont seem to care they just want you to pay at the end of every month.

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IonaCape
, ZA
May 13, 2011 8:03 am EDT

I've had mWeb for a month and a half. The connection always seemed to get slow and slow week by week. I have trouble now uploading anything over 25K. I can download, just not upload attachments and such. It was fast and everything did work in the beginning, but they seem to employ some algorithm to diminish service over time once they have you hooked, from my perspective. - Ionam Capetown

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Adel Niemand
, ZA
Mar 14, 2011 12:12 pm EDT

We are experiencing difficulties with dropping internet lines for almost a year now, and MWEB is just not interested in solving the problem (after numerous calls/requests). We changed routers 4 times, made calls to their technical departement NUMEROUS TIMES and received reference numbers which came to nothing, Telkom came out to our premises to check the line, ensuring us each time the line is 100% (after recreating the port). We even got a brand new line from Telkom (which we migrated to MWEB again), but the problem persists. We pay them promptly each month for this lack of service.

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Adel Niemand
, ZA
Mar 14, 2011 12:05 pm EDT

We are experiencing difficulties with dropping internet lines for almost a year now, and MWEB is just not interested in solving the problem. They're blaming Telkom, however we migrated our ADSL line to MWEB, and have whatsoever nothing to do with whom the problem lies. We pay them promptly each month - for what? Lack of service.

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Mweb Guy
, ZA
Sep 27, 2010 3:30 am EDT

Hi Glintole

Please provide me with your account details and I will gladly assist.

Kind Regards
MWEB Guy

mwebguy@mweb.co.za

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11:41 am EST
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MWEB.co.za unlawfull debit orders

I phoned MWEB during October 2010 and cancelled my internet subscription. The consultant explained to me that a premium will be taken at the end of October as I have to give a calender month notice. He also advised me to sent an email to confirm my request for cancellation. At the end of November a debit order was taken from my account - I did not have funds for this debit order as it should not have gone through and the bank sent it back. I phoned MWEB and the consultant informed met that this was an error and that they will not take any more debit orders. I was quite busy during December and January and did not check my account but at the end of January when I checked my account I found that the bounced November debit order was resubmitted and two more premiums at the end of December and January was taken from my account. I phoned in and asked the consultant why this has happened and also for a refund of my money. In short I was told that I should sent them proof of my cancelation or no money back. My problem - I have lost my computer in a house breaking (I have a case number to proof) and cannot give them the email. They are not willing to accept the case number and the clear proof that there was no usage on my internet account during the period under dispute. I am also questioning the process, because why dit two consultant not inform met of the fact that they do not only need a emailed request but also a cancellation document. The feeling that I've got is that either somebody has not done their work or maybe it is MWEB's policy to keep collectin on debit orders that has been cancelled.

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Jackie Norman
, US
Sep 27, 2019 4:09 am EDT

that's exactly the situation I have! I have tried to cancel and they continue to deduct the debit order. I have been to the bank to block them, and now they are holding me liable for a number of months worth of payments! most frustrating!

MWEB.co.za In-depth Review

Website Design and User Experience: The website design of MWEB.co.za is clean and user-friendly, making it easy to navigate and find the information you need. The layout is intuitive, with clear menus and well-organized content. The overall user experience is smooth and efficient, ensuring a pleasant browsing experience.

Range of Services and Products: MWEB.co.za offers a comprehensive range of services and products to meet various needs. From internet connectivity solutions to web hosting and domain registration, they have it all. Whether you are a home user or a business owner, you can find the right service or product to suit your requirements.

Pricing and Value for Money: MWEB.co.za provides competitive pricing for their services and products, offering good value for money. They have different packages and plans to cater to different budgets and requirements. With transparent pricing and no hidden costs, you can easily choose the option that best fits your needs without breaking the bank.

Customer Support and Communication: MWEB.co.za excels in customer support and communication. Their support team is knowledgeable, responsive, and always ready to assist you with any queries or issues you may have. They offer multiple channels of communication, including phone, email, and live chat, ensuring that you can reach them easily and get the help you need in a timely manner.

Reliability and Uptime: MWEB.co.za is known for its reliability and uptime. Their services are backed by robust infrastructure and advanced technologies, ensuring minimal downtime and uninterrupted connectivity. Whether you are using their internet services or hosting your website with them, you can rely on MWEB.co.za to keep your online presence up and running smoothly.

Speed and Performance: MWEB.co.za delivers excellent speed and performance across their services. Their internet connectivity solutions offer fast and stable connections, allowing you to browse the web, stream videos, and download files without any lag or buffering. Their web hosting services also provide high-speed access to your website, ensuring a seamless user experience for your visitors.

Security and Privacy: MWEB.co.za prioritizes the security and privacy of their customers. They implement robust security measures to protect your data and ensure that your online activities are secure. With advanced encryption and firewalls, you can trust MWEB.co.za to keep your information safe from unauthorized access.

Additional Features and Benefits: In addition to their core services, MWEB.co.za offers a range of additional features and benefits. These include free email accounts, website builders, and online storage options. They also provide value-added services such as domain name registration and website analytics, allowing you to enhance your online presence and make the most out of your digital assets.

Customer Reviews and Testimonials: MWEB.co.za has received positive customer reviews and testimonials, highlighting their excellent services, reliable support, and overall customer satisfaction. Many customers appreciate their professionalism, promptness, and commitment to delivering top-notch solutions. These reviews and testimonials serve as a testament to the quality of their services.

Overall Rating and Recommendation: Based on the above factors, MWEB.co.za deserves a high overall rating. Their website design and user experience are excellent, their range of services and products is comprehensive, and their pricing offers good value for money. Their customer support is top-notch, and their reliability, speed, and security are commendable. With additional features and positive customer reviews, MWEB.co.za is highly recommended for anyone looking for reliable internet services, web hosting, and related solutions.

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Contact MWEB.co.za customer service

Phone numbers

877 000 777 087 700 5000

Website

www.mweb.co.za

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