MWEB.co.za
reviews and complaints

Good Afternoon,

My name is Rizaan Henry I'D no [protected], cell number is [protected] i tookout a mweb contract and received a router with it I agreed on R370 monthly premium but during my 1st month more than R600 went off my account I was never explained why even after making several attempts to get hold of mweb consultants(pls see attached) due to this unprofessionalism and lack of communication I decided that i want my account terminated but there's still a monthly premium of R370 going off on a monthly basis this is shocking so will be escalating my issue to your CEO and directors if I have to!I'm truly disgusted!

I've been waiting for almost a month for the fiber installation to be completed, I've raised the matter with Mweb call centre numerous times, I was told they will investigate, 3 weeks later installation is still incomplete yet Mweb is debiting my account for services they are not delivering. Refer to MWB13516907 for more information.

Did an account application for M web fibre what a mistake two months and still nothing
They are useless and their phone answering service is the worst I have ever seen you wait for ten minutes then somebody elso answers from a totally different department then you give your info they say they are enquiring and then disappear again I went for 40 Minutes like this
Their service is the worst I have ever seen.

Hi,

Agreed to a MWeb Fiber contact around the 23rd of December 2019. Beginning of January 2020 a technician come to my home to install the router etc. However it would seem their is no Fiber Connection to my complex. The technician logged a call with MWeb to investigate and have a fiber line installed at my complex so that the job could be completed. Around the middle of January I contacted MWeb about the line installation, I was transferred from the technical department to the new business department, being assured someone would call me back with feedback. It is now the 13th of February and I have heard nothing from MWeb. This is terrible service! I would like to know what is happening with the installation of my fiber ASAP!
My contact details are Colin Best [protected] 336 8048, you can pick my existing contract up with these details.

Hi i am waiting 2 months now for my fibre to be active and spoke to atleast 30 different people .

Please tell me if i should get another network because i almost spend R5000 on exstra data waiting for you.

I have give the S/N code 2 times and probable 4 diffrent people told me they will get back to me .

I need to know whats going on and if i should move .

Unit 82 willows

We have not been using the ADSL service from MWEB since late December 2019. Numerous calls were made to MWEB as well as Telkom however no one knows what the problem is. The internet light on the modem does not switch on, Telkom has done line testing and therefore it is not a Telkom issue. The modem was tested and no faults were found. We have had numerous connection issues with MWEB in the past as well and have therefore decided to cancel the subscription. We called MWEB indicating that we were not able to use the services since December. MWEB ENFORCED their one month cancellation policy which states a customer has to give a one calendar month notice before cancelling which in this case would be 1st Feb 2020- 29 FEB 2020. So we have to pay for December 2019- END OF FEBRUARY 2020 EVEN THOUGH WE CANNOT USE WIFI! This surely doesn't seem fair. We want to CANCEL the contract effective immediately. MWEB should have different protocol for unusual circumstances.
A response from MWEB would be appreciated.
MWEB reference number: MWB13088166 (Date: 09/01/2020)

Hi

I had filled in information on the mweb home page whereby I needed an agent to call me back for I wanted a particular data package.A agent by the name of Janine assisted from mweb supposably and pitched to me where by she also included a supersonic deal with a so called partnershiped company with mweb which I was fine with as well as agent informed me I will be receiving information about my deal via email and sms which I had not received from last week Tuesday 26/11/2019.I am highly upset for I was deducted R145 on the 01/12/2019 for this supersonic deal whereby I have not even received my device to make things even worse I tried contacting mweb and they have no information on the system for their data deal and can not assist therefore I want an immediate cancellation from bestinternet supersonic and from mweb data deal as well, for my details are given to a party I am not happy with.

Regards.
Reeclyn.

Technical issue already for more than a week... Got an SMS to say the wifi is working but it still isn't... My daughter is in Matric and cannot get anything done needing internet access... Costs me lots of money to keep phoning yr 087 number to chase after a service I pay for in advance (pay as u go)... Would be nice to get some compensation for all my issues since u guys had no issue switching off my wifi because it was not paid in on the app but was in yr account 2 weeks before the issue was resolved and I had to make another payment thru the app before it was put back on which also took 2 days... Furthermore I had to wait a very long time to get the money back from you guys which laid in yr account (I have a statement that proves this) before it was eventually refunded now... Pathetic...

On 20 August 2019 a new LTE router was delivered to me. I reported the router as faulty on 22 August 2019. The faulty router was collected from me on 30 September 2019. The router was returned to me on 30 October 2019. A new SIM was delivered to me on 1 November 2019. The SIM was activated on 8th November 2019. MWEB told me I would be credited for the period the service was inactive. This has not been done. I have problems logging a query on the MWEB website as well as waiting for long periods when calling MWEB about the issue.
I have all the time since the delivery of the router been debited by MWEB. I want MWEB to confirm that I will be credited for the period I had no service, i.e. from 22 August 2019 to 8 November 2019.

Good day,

I have a serious issue with Mweb. Apparently Mweb has one of the worst support systems ever ! I am hard of hearing and can't follow a telephone conversation well. So I have been trying to get some help via email but alas no email addresses . there is one email address for complaints but numerous emails to this number did not help in the least. There also is a query button on the website but letters to this number are being ignored.
One of my problems is that I subscribed to a Voip monthly contract at R99 pm. I did receive sms's from Mweb with usernames and passwords. but that apparently was wrong and I could not activate or make any use of the program. I wrote to complaints telling them of the problem and that I cancelled the program forthwith. Mweb confirmed cancellation but mentioned that I have to give one months notice.
I immediately send them an email not to deduct any money as this product has never been activated nor was it used in any way !
Notwithstanding my request mweb deducted nearly two months premium R 196.61
I can't get get any response from Mweb but would request a refund of the money.
Hopefully they will respond to this letter ?
Kind regards,
Chistiaan Mauritz van den Heever
ID: [protected]

Good day

Ticket no:MWB12377632

On the 23/10/19 - called Mweb and advised that the i will be moving premises.
They charged me a R503.00 cancellation fee which i agreed to, then got billed for R763.00 and the normal monthly fee of R959.00 even though my service had not been activated as yet.

I then had to call and fight about reversing this charge, which was then credited to my account. Then i had to call and fight about the difference in cancellation fee confirmed with Csutomer Service and that of what i was billed for.

I have since made so many phone calls to Mweb that i could be part of the staff there.
I even know the names of managers that i am still waiting to call me back.

I call Vumatel very day to check if they have received a ticket for my installation and every day they have nothing. Yesterday an mweb agent about the only one that actually cared that there was a human being behind the complaint called me, after i threatened to trend with Mwebs poor delivery.

He told me it was esacalated (bear in mind i was told this 3 times prior to him) and gave me an ISP number, which when I called Vumatel was returned to Mweb because it was old and needed to be reactivated.

I have a time lines of all teh people i sopke to since the 23/10/19 and there empty promises.

I also told them to cancel as i could no longer deal with this incompetence and that no canceelation fee should apply, as i am cancelling due to their non delivery.

Guess what i receive a statement and yes i am being billed R1200.00 for cancellation.

People Mweb can not get away with this pathetic service they are providing and we are paying for it.

I want this matter resolved, otherwise i will be "trending " this on other social platforms, as people need to know who what they getting themselves into when they choose Mweb.

I have not even mentioned the painfull process of dealing with Customer Service and Sales - you hold on for hours (literally) then get transferred and hold on for more hours and then when you get throug you get cut off, this happened thrice in one day.

You cannot get to a manager and teh managers dont care to call back.

If this platform does not work - i will move onto the next.Enough is enough.

On the 30 September 2019 I ordered a new fibre line, I heard nothing from Mweb until the 28 October 2019. Installation was done on the 2 November 2019 by vumatel. I called from the 2 November to the 6 November everyday to be told it takes 24 to 48 hours to activate. Today i'm told that it hasnt been submitted by vumatel and that the will see by Friday if its active. I work for Prime media
and will get a nice billboard telling all people the [censored] service we recieve from Mweb.

My LTE router was diagnosed as faulty. I reported it as faulty on 22 August. The router was collected for repairs on 30 September. It was only returned on 30 October. A new SIM was delivered on 1 November. I was told it would take 24 to 48 hours for SIM activation. As of today 6 November I have no SMS to inform me whether the SIM has been activated. I am not used to such bad service from MWEB. They had always been helpful when I used my ADSL. But with cable theft I now need the LTE router. Calls to the call centre about SIM activation do not help at all. Andre.

I have fibre with mweb through Vuma, uncapped, unthrottled, unshaped.

There is constant interruption, with network going on and off, sometimes up to 20 - 30 times. I then have to wait for it to reconnect.
I have previously called in and they checked the settings, but it is still problematic.

I got fibre because I didn't want interruption while streaming and did not want buffering, but the problem is worse than when I use my dongle.

Emile Roman [protected]

Good day

Its been over a month that i'm struggling with MWEB.

Got my router, correct Object number Vumatela called Mweb Call Centre ever since to activate it, held on over an hour just to be told i need to speak to another sales person. After another 30 min no one still answers. I call back then get told they work from 8am - 17h00 no one can help me after i held on from 3pm
Eventually i complained some manager calls back promises all will be sorted 1st thing in the morning, she will even call me & make sure its done!

Still nothing!

Pathethic Service !

Its ridiculous to hold on so long & still get no help! MWEB is not paying for the calls made nor do they bother calling back.

Mweb spending all their resources on advertising this new deal, 10mbps for only R399. Do not buy this...where to start.

Firstly I order the product on their website, I then waited 5 working days for someone to eventually contact me. Then the call centre person informed me that the whole process is automated and I need to cancel my Fibre with my previous ISP and get the 30 days notice reference number. Right, did that now the fun part is...in order to get hold of anyone you need to phone the slowest call centre in the world. I phone the call centre and probably on-average needed to wait an hour to be helped. Only to hear the same story that it will be automatically switched on the 1st of the next month.

The 1st of the month finally arrives, however nothing from MWEB...had to call again...waited an hour..send 10 emails only for call centre agent to tell me that they are waiting for the line to be active...ok we wait. Needless to say its the 4th day of the month and I still don't have internet connectivity..I guess thats why you pay less because you sacrifice the service part...do not buy this from MWEB, save yourself headaches and go with another ISP

Getting through to M-Web is almost impossible - holding on for 18 minutes to be put through to someone who can help you with your query is unacceptable. And when you actually speak to someone LIVE, as I did, speaking to a MARVIN (?) and telling him their service is unacceptable and downright disgusting, he tells you to 'hold on' and disappears. Ten minutes later I put the phone down. And I thought Telkom was bad. My fibre, router et al has been installed, but I am still using ADSL and I still have a telephone - one day when I feel strong enough I might try phoning M-WEB to finally connect the system. I am so sorry M-WEB has gone downhill, 6 months ago one could still get through to them. But I don't need a MARVIN in my life.

I have been without internet for almost a whole month. They came to reconnect a wire, then it worked for a day. It's more off than on. I have spent about R500 on airtime to constantly call you guys for help. Not to mention the data I have been using because my Fibre is not working. I'm tired of this now. Please send a technician out to fix this please. I am seriously reconsidering my contract with you, mweb. You are costing me a fortune!

I spent the day trying to sort out my connectivity.
Spoke to technical who advised the product I have has been discontinued.
He will get the sales team to call me, that never happened so I called them. Made about 4 calls had to hold for 16 mins each team when a consultant answers call drops. Eventually got a hold of someone who gives me fibre prices i requested for him to call me back in 30 mins as i needed to discuss with my partner. The call back never happened so i called back. Spoke to anothr consultant who advised that the product i currently have is not discontinued as yet. She puts me on hold without let me know whats happening next thing I hear i am caller number 4. I was transferred to another department. My airtime ran out so I still don't have my issue resolved.

Mweb should have a call back facility if call drops.
I should have been called woth regards to the discontinuing of LTE product.
Very unpleasant experience.

i recently decided to get the " don't mean to brag" uncapped, unthrottled fiber from Mweb. that was on the 11th of this month, i couldn't get through on the phone and did a half application online 30 min later they call me back and are happy to help. so i sign up over the phone, unfortunately, that is where their "happy to help" attitude ends. since then i got my router but no contact has been made by their installation team. I have been waiting for over 20days now, the sales lady that was eager to help has only ignored my emails and has been on leave twice this moth so she says to me when I said "that if I get no response I want them to collect their router".

i find MWEB's service atrocious once you sign on the dotted line. and im not the only one that feels this way, clearly everyone on their facebook page feels the same.

what a TERRIBLE experience MWEB! BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD !