MWEB.co.za
reviews and complaints

Hi. I am an existing client and since the beginning of the month my fibre has not been working, however the debit order went off as per usual.

I spent 52min on the phone with an Mweb techie Thursday evening and when we could not figure out what the problem is, he said he'll send someone today, at half9, 9ish. We are still waiting...

He also could not peovide ne with a direct number. I have had the fibre line for about four months now without any hassles, but suddenly something went wrong.

Please assist me asap, since this constitutes to gross negligence seeing that I pay for a service that is not provided.

My ID is [protected]. My addresses is 174 A High Level Road Three Anchor Bay.
We are, as i am typing, waiting for a ghost, it seems... Please phone me on my cell to schedule a new appointment. My number is [protected]. If you go back into the archives you'll see, hopefully an appointment was logged for today. You'll also see the nature of the problem. Hopefully.

Please live up to our expectation of Mweb. You are a service provider and we your customers.

Sincerely Ms Clarissa Venter

Hi

A client of mine had lots of problems with his email account being hacked. Apart from the fact that the support he got from Mweb was bad, I now traced at least one possible hacker.

My client received and email from a [protected]@mweb.co.za regarding SSL upgrades and a link to reactivate incoming messages.

I know this is not true and traced an email for [protected]@gmail.com embedded in the website where the link pointed. I hope you can catch this guy.

The email he received:

From: Mweb
Sent: 03 August 2018 05:20 AM
Subject: Email Alert

Your Mweb email will stop receiving incoming messages after 24hrs due to SSL upgrades on our server, Click here to reactivate your incoming message log

This update will immediately help your email receive all of your incoming emails. failure to do this will stop you from receiving messages

Thanks,
Mweb

Link: http://site9422624.92.webydo.com/

I am extremely unhappy in regards to the email I had received today, 31 July 2018 stating that there will be an increase in price from the R909 to R929 as of 1 September. I am a new subscriber of less than 2 weeks and its unethical to raise the price within such a short space of time. MWEB approached me to sign on with a "great deal" of R909 - was it just a ploy to get sign up so that MWEB can just raise their price and hook customers?

I can understand if it was a yearly increase, but not over such a short period - also, how do I know that you guys won't increase the price further in the next few months. You cannot make a blanket industry increase, due diligence needs to be given to new subscribers.

Log a call on Friday 26 Jul 2018 as internet was off from Thursday night. I spoke to Jessy who said I would notified of what is happening regarding my internet. Since then our internet is still of and got no feedback from mweb
Please listen to the recorded call. Am I going to be refunded for paying for a service I'm not receiving. On phoning mweb since then I get given hundreds of annoying options that takes you nowhere and also no one answers. This is wasting my expensive airtime and now I'm using data which is also expensive. I really don't want to get this resolved via Facebook

Hi. I am very very disappointed in mweb/telkom. I have phoned mweb about 30-40 times. I can only get through with a landline and my landline is down too. They have supplied me with a app (called zoiper) that I can phone them on wifi/data. I will phone then the it goes through everything and it tells me I am 10th for example. I will stay on the phone and it will say after a while yoy are calller number 6 ect. When it reach to caller number 1 it cuts me off and I must start all over again. That does not work for me. I have used it in the past and it was working perfectly. I went to clients of mine who has mweb 100mb fiber line and it does the same on there network. My biggest problem is I don't have internet for 10 days. That is a serious problem. I use it for my business. I also stream netflix, gamepass and ea access on xbox. I own a 10mb line with 200gb. I pay mweb for a 10mb line + data. They quick to deduct the money upfront to have these services. I want to know who must I send this bill to get not just a refund, but also to cancel this services I haven't recieved my service after I paid for it upfront. I have applied for lte-a, because nobody comes back and tell me what is wrong or offer me other services. I run a business and if I can't deliver my clients go somewhere else. That bill I also want to sent to mweb for all my losses + data I have bought form vodacom to receive my emails. If I haven't paid my service would have been cut or I would have recieve phone calls, sms and email all the time.

Dear Mweb,

I have had problems with your internet for close to a year.. I am tired of calling your technical support to get help as they do the same thing over and over and it's fine for a day or 2 and then back to lagging. For the past 3 months you have been cutting my internet half way through the month due to fair usage policies. This is pathetic as I have uncapped internet. From the day I received your internet the speed has been at maximum 3.00 downlod and 0.40 upload. I do not see the point in paying your fees for slow internet and getting cut off on the 9th. Please could you sort this problem out.

Regards,
Wesley Stoltzer.

Changed from ADSL to LTE operated on the Cell C network. Had speeds lower than ADSL from Day 1. Reported it to MWEB on the same day. That was 3 weeks ago. As of then their response is that they have escalated the inquiry to Cell C (who they don't deal directly with but through Internet Solutions). I call every day to check on progress and get the same response. Once cannot get past the call centre firewall to speak with management. They don't even have a complaints facility on their website.

Dear MWEB,

There is no words for your lack of customer service/satisfactory. It's been almost two month and we are still not connected. Everyday we call in there's an different excuse to what the previous sales technician has said. We even changed our delivery address and you still delivered to the incorrect address and eventually asked our neighbour to sign for the parcel.
We still don't have a username and password.

I really don't know how MWEB can be rated as on of the top service providers.

I will also post the above on all social media platform to show what poor service and respect you have to a possible paying customer (I can't really paying for anything because there's nothing to pay for)

Best,
Ernst

My email address: [protected]@mweb.co.za
has not worked since it was released where I had a post box under my husband's email address. He moved by Mweb to Ignite. From what I have seen there is a 'German wall' between Infinity and Mweb with both parties refusing to talk to each other to sort my problem out. Here is what Ignite has said:

From: Service Desk [mailto:[protected]@isignite.co.za]
Sent: 30 May 2018 11:06 AM
To: [protected]@mweb.co.za
Subject: Your request ID INC000069180 has been resolved

Your incident has been resolved.
The incident will automatically close in 24 Hours
Click here if your issue was not properly resolved INC000069180
Summary details
Closed by:
Closed notes: Step 1: email on the holding number pool

Step 2: call transferred to client services

Ref:MSG0380754_k5aJ1QpD0kVCR32Pw3Bz

I still do not have an email and this is an unfairness bordering on injustice. Can you kindly help? I am extremely frustrated.
Contact: Nana
Cell: [protected]

Have reached only 50gbps 2 since inception of my account a couple of years ago. Varies all the time and has been as low as 1, 7 gbps. All test data is available.
I had the unpleasant experience of taking this issue up with someone at the call centre after having been able Ly assisted to fix a different problem.

The first reason I was given for not reaching 50gbps was that I was using a wifi device to do the test. So we hard wired the laptop to the router and tested again. A slightly lower result was achieved than over wifi.

The second reason for not reaching 50ghps was given to me as being that it was the number of devices attached to the router. We cleared everything off the network except the lap top I was doing the testing on. We tested again and the speed actually dropped from where we were before we took off all the other devices off the network.

This failed to convince the operator that there was in fact a problem. I asked to speck to a Supervisor to whom I was connected.

She advised me that it in fact that I wasn't pay for a "50 gbps package but an UP TO 50 gbps and that even 35 gbps was fast and that I should be Happy with 35 to 50 gbps", in no uncertain terms.

I went back to your website and looked at your adverts. It definitely says 50 gbps and not UP TO 50gbps.

The more I tried to advise both the operator and the Supevisor that I have speed tests going back from inception of the contract till tonight on both my laptop but mostly the iPad over wifi. I have never reached 50gbps except for twice.

The data is available.

I am frustrated as I cannot contact MWEB via email and they can only be contacted via phone - For me as an Expatriate this is obviously not working. This is a modern age where the majority of Companies can be contacted via email, but MWEB not which is in fact an IT Service provider as well. I am trying to make contact to change debit order details as well as to give authorisation on a proxy

reference: ruggies.co.za
Due to the domain hosting that is very limited with mweb and not compatible for gsuite I have request mweb several times to release my domain to the new company. A ticket was send by the new host to mweb which keep on ignoring them. I have send several emails to mweb as well as several queries recorded om mweb account without success.

Synced my dropbox to my new pc which pushed our 20m down / 2m up fibre line with Mweb through Vuma. Seems there is a very low "fair use" cap on their "uncapped /unshaped" contract after which they throttle your line to less than 2Mb, which is slower than our old 4Mb ADSL. Don't go with Mweb, their free installation isn't worth it, rather go with a better ISP like "Cool ideas" who actually offer a real uncapped/unshaped line, and sadly are even slightly cheaper than Mweb, except for the installation fees.

*Attached a speed test, have to take the screen capture before the test finished because the throttling is so bad the test fails at the upload speed.

I have been trying to contact mweb for a cancellation for all the products I have with them.

I contacted support, technical, the people I dealt with in the past and every avenue possible. I have tried login on my account and cancelling and things online suggestions said would help. It is over a month now, and I haven't gotten a response. I just want to cancel everything with mweb.

[protected]@mweb.com
[protected]@mweb.com
[protected]@mweb.com
[protected]@mweb.com
[protected]@mweb.com

Still Nothing.

Good day,
Still very disappointed.
I was complaining that LTE connection is extremely frustrating because of the very bad signal. The technical support (Deon) arrange for someone (Theo) to come to my place and check for solutions. Much appreciated.
Theo recommended a cell C sim swap, as the signal is better than Rain, that I've had. Also he mentioned that is even cheaper.
Now finally the cell C sim arrived, seems like the signal is better, BUT the price increased, plus I have to pay for the sim delivery (R205) too.

IT'S NOT MY FAULT THAT THE "RAIN" LTE CONNECTION NEVER WORKED, EVEN IF I PAID EVRY MONTH!
How you can sort the technical problem that I had by increasing the monthly subscription?
Our first agreement was R299, NOT R349! You supposed to check the signal before you proceed with the offer, on the first place. Why I have to pay for the sim to be delivered that I wasn't aware of? I didn't ask for any sim swap I just ask for the service that I'm paying to make it work.
MWEB you really proving once again that you're very unprofessional and unethical.

VERY DISAPPOINTED! I will share my bad experience everywhere!

Kind Regards,
CB Christian
[protected]
[protected]@gmail.com

We applied for Fibre through Mweb a few weeks ago. It was not an easy process and the Openserve guys were here numerous times. When installation was finally complete were we given our B number to call for activation. We had not received our router yet.
We went away for a week and during this time I had a call from Mweb to ask if installation was complete so they could send out the router. I said we were away and could not take delivery of the router yet. The router was sent out anyway and we were billed from that date. Once activated which was approximately 1 week after receiving router, we discovered that the coverage doesn't even reach 10m away from the router. When I contacted Mweb I was advised "Oh, that's our basic router, you will have to buy a better router for better coverage". We did not sign up to spend almost R1000 p/m in order to have to sit in 1 room to be close to the router because Mweb are supplying a completely inferior product! The router barely weighs 100g and looks like a cheap chinese toy! We have another property and subscribed to Rocketnet, this was a year ago and we have never had a moment's trouble! Mweb we will cancel our debit order and you can come and remove your rubbish!

Good Day Mweb

I signed up as a new customer a week ago and now i'm thinking that this is the biggest mistake ever!
The technician from Openserve came on Monday 23rd April to install the Fibre after installing he phoned to activate or advise of installation complete, i the customer phoned mweb to inform them and supply the so called B number, after receiving the Router from the courier I phoned as well but now almost 4 days and still no activation when one phone you get send from pillow to post with absolutely no help or advise, incompetent staff just saying " Sorry Sir we cannot activate the router as we don't have anything on the system to say Fibre is installed" really why did we phone on the 23rd?

You guys are more than welcome to fetch your cables as well as router not interested I will cancel my debit order and go to a service provider that are actually interested in customers and how to give service.

I will share this on Social media Facebook, Twitter and to all to please warn the public to stay away from MWEB!

PS! Strange enough Mweb so quick to sign up a new customer but then ended up with this [censored]!

Regards,

Mr Pretorius

Please note I applied for web LTE service end March 2018. I had second thoughts and send a message to RAM couriers not to deliver the simcard, which they anyway did, on 4 April 2018. On 5 April I informed a staff member at Mweb that I am cancelling the application as it is too extensive. The SIM card was never opened or activated, still sealed as received on 4 April. I couldn't afford to buy the necessary modem to use the service, therefore I cancelled.

The person on Mweb side was very rude and threatened to charge me a cancellation fee of R550. This conversation was recorded. I didn't get his name but asked for his managers name, which he stated is David Sinby, or something to that effect. I am disgusted to now learn that they did not accept the cancellation request as well as notice to cancel the existing Mweb service on 5 April but still went ahead to Bill me until 31 May. They have NO integrity whatsoever, no skills to handle clients with dignity and respect and clearly are only interested to make money.

Further note that our Telkom cables were stolen beginning March 2018 and Telkom decided not to replace them. We had no access to Mweb since first week in March and could not continue without a Telkom landline. We made numerous calls to Mweb during the three week period to try and solve the problem. I cannot and certainly will not pay for a service that I could not use due to no fault of my own. The application for LTE was spur of the moment and I immediately realized it would be unaffordable and cancelled that as well.

I have serious doubts about the desperate way Mweb staff is trying to squeeze money from unsuspected potential clients. The consultant who handled my call regarding notice and cancellation was totally disrespectful and rude. He should be disciplined.

I did not receive any service from Mweb since February 2018 die to Telkom unavailability. I did not activate thecsimcard and I did request the couriers not to deliver. They delivered anyway.

I am Iot willing to pay any fees towards cancellation or monthly fees since February for Mweb. I did tell this to the consultant to cancel with immediate effect the existing Mweb contract. Now Mweb expect me to pay for May as well, three months I need to pay when I had NO service at all? And Mweb was aware of the problem with Telkom all along?

What more can I say? This is totally unacceptable and I will not tolerate to be treated like this. I will also NOT pay one cent for cancelling LTE I told this to the consultant, please listen to the specific recording where he threatened me. I did cancel the existing Mweb as well as it makes no sense to have a service without access to a landline. I will take this matter to the CEO of Mweb if I need to.

A van Rooyen

The Internet address in question is cj.[protected]@mweb.co.za

Our MWeb internet services are no longer working and I need it cancelled.

My wife did our business and she passed away. The stop order goes through my account and I can imply stop it but that is not the way I do business. I am abroad and do not have access to our email at home ([protected]@mweb.co.za)

My name is Gerhard Pretorius
Address 4 Kaaimansweg Groot Brakrivier
Landline Number [protected]
My ID Nr - [protected]
My email address - [protected]@yahoo.com

Can some

Beware mweb is a dodgy scammer.
In 2014, MWEB cold phoned my unsuspecting elderly mother to offer her a data contract. I have since investigated the matter as we realized there are a myriad of unknown debit orders on her account all linked back to this dodgy sale. I found one of the companies deducting money from her account and after weeks of struggling they gave me the call recording. I was absolutely shocked by this call.
Firstly, MWEB is scamming clients on many levels. The first thing I noticed was they gave her the impression that they are from her existing provider and want to offer her a better deal with faster internet for less money. The sales person asked her if she is with Telkom, she said yes but she does not know what package. (Her ADSL line is with Telkom, her data was with another ISP.) The agent said her internet will definitely be faster. This is a 100% false statement as her infrastructure does not allow for faster internet due to the distance from the exchange. She was already at the maximum possible bitrate with an unshaped, capped account. This was a blatant lie and extremely misleading as it's physically impossible to get faster internet on the ailing Telkom infrastructure in her area. Secondly, the agent said it will be cheaper. (The sales person did not know who her providers was, or how much she paid monthly) At the time, she was with a provider that was by far the cheapest. This means, again blatant lie. This is obviously the modus operandi of a scammer.
The agent went as far as telling her she must just remember to cancel her Telkom data package and said "To cancel your Telkom line, here is OUR cancellation line number" This gave her the impression the lady was from Telkom as she said here is our cancelation number, not their cancellation number.
This is not even where it gets crazy. During the last 2 min of the call, she sold my mother a whole bunch of items that was not relevant one after the other. She told her, you get free funeral cover for 6 months. But forgot to mention after 6 months you pay something like R149 p/m. This is again blatantly misleading a client. She quickly said a couple of things right at the end that added probably R300 to her bill with my mother clearly not hearing what she is saying and saying OK after the sales agents uses cleverly placed tie downs. She did not explain how to get access to any of the value added services she will be paying for. This is clearly extorting money from clients with misleading and dodgy sales tactics.
It's now been almost 4 years that my mother paid for all this crap due to a dodgy sales tactic and unethical sales methods by MWEB. Trust me, I will take this as far as I can, stealing money from old people because you know they don't understand should be punishable by law. I will also send this call to Telkom so they can see how you steal customers by pretending to be them. Luckily I have family high up in Telkom, will send it directly to them.
I will also advocate against you scammer where I can and preach against your dishonest company at every turn. I have all the calls, will be making the available to the public so they can see how you guys operate. I would be ashamed of myself.