MWEB.co.za
reviews and complaints

Good day. I had internet connection and I got cut off during my presentation. I rebooted both routers and still no internet

Kindly assist urgently on [protected] as I am unsure what's the problem

Regards

Smanga Tshabalala

[protected]

My work depends on being able to download information from the internet. I am paying for a minimum of 10 MB per second. I have tested it at all times of the day and night, and I always receive download speeds of only bytes or kilobytes per second. I have to restart my computer multiple times before I can download emails. and it takes me a long time to access internet banking. Sometimes I cannot access it at all.

My work depends on being able to download information from the internet. I am paying for a minimum of 10 MB per second. I have tested it at all times of the day and night and I receive download speeds of only bytes or kilobytes per second. I have to restart my computer multiple times before I can download emails. and it takes me a long time to access internet banking.

I have logged a query with MWEB regarding a problem with my fibre and to date no technician has come out to the site to resolve the issue, it has been 5 days since the issue arose and I had to go into the office since then because I am unable to work from home due to the issue which I find totally unacceptable and I would like to confirm if MWEB is gonna reimburse me for the 5 days so far that I was inconvenienced, still waiting for a response?

I live in kathu in the northern Cape.

I am using fibre and pay for 50mbs

Iine. My line speed averages 23mbs upload and 13 downloadspeed. It is not just me that has the problem but the whole town. People say the problem is with evotel that installed the fibre. My problem is that I pay mweb every month. Therefor mweb should give me the service I pay for. We hare bind by contract to stay with mweb for a year.

Further more we have 4 outages every week. Can I please get composated for this inconveniece like 50% of my monthly cost.surely mweb must take up the case with evotel. The town is fustrated with the situation because the Isp and evotel just shift the blame. I pay mweb and mweb must keep me the client happy.

Looking forward to you resoving the complaint.

Thanks Johann

So my mom applied for fibre with Mweb however we had COVID 19 at the time so no installation was done however Mweb is billing me and deducting money from my bank account and also she applied for this package as it was a one month free offer but they deducting within the 1st month.

IWe called the mweb customer service to follow up on the order and they assured me I will be contacted and she is still waiting for patiently

I recently moved to a new home and needed a fibre service provider, I initially opted to go for Mweb and then later got a better deal from Web Africa. I sent an email to the consultant who initially assisted me to cancel the application on the 7th of March, this is still not cancelled. No installation has been done, no router received, the cancellation turnaround is apparently 48 to 72 hours, UTTER CRAP!

I have since received my router from Web Africa and I am unable to activate my service as Web Africa cannot activate until Mweb cancels with FrogFoot.

Good day I have called the call centre on 15/03/2022 regarding my fibre account on how to pay and renew the service as I have taken the Vuma Reach 28 Day Base Product as it is month to month service. I am a new customer to mweb so i was not sure how the renewal method works. I explained to the lady from the call that i didn't receive any notification indicating when my service is ending and when payment will be due again. I explained to her when i log into my account its says i have no products and I don't have full access i have restricted access and she than told me that she had spoken to the technical people and that they will update my account and fix the problem so I will not have payment problems like this in the future. She assured me that it would be sorted out today and on the website I will be able to make payment and i will receive my renewal notifications in the future, well she just lied as nothing has be done and its almost COB today. I want this issue to be rectified today if not i will move my business to another service provider i have heard about the bad customer service that mweb provides i did not think for such a petty issue. The service is pathetic and disgusting

After a week of no connection and after many attempts to have my fiber connection corrected still today no internet service to my property, after many ticket logs from the technical/connection/sales team from MWeb, No profesional service was delivered by the MWeb team, no follow ups, no new development from the last call I had with MWeb. I need to phone every time to see the status and how to correct the connection issue.

Dear MWeb you have pathetic service and a incompetent team with no client service at all.

Hi,

My fibre was connected and router installed on the 05th March 2022. It has been 5 days now since and my line has still not been activated. Getting any feedback from any MWEB AGENT is painstaking.

Not a call back in 5 days to even confirm if the installation was in order.

Leven Moodley

I have been using services of Nompumelelo Zikhale (TML ICT Solutions), who is an MWEB service Consultant.

I have not received services I have paid for. Vuma Fibre, Router and Sim

LTE Router and Sim were supposed to arrive a week ago but nothing till this day.

She claims MWEB is delaying the process. She doesn't want to produce reference numbers of Both orders.

I have requested my migration one month before I moved to the new address, the migration date was on 1 of march and since I am calling for a week regarding this, Mweb keeps telling me everyday they will escalate, they will contact octotel, there is a problem, they will contact me back, there is a cancelation that needs to be done and soo on and NO SOLUTION. all they do its give answers like reading a book and next caller or ask to rate the useless service.

I don’t need this, I will cancel this and get to a different provider.

On the 25th made r400 payment for uncapped fibre, customer service was ok at the time, the following day a team came to do installations went relatively quick my internet was up and running on the Saturday, 3 days later my ISP is put off I get an email regarding a debit order for the new month, I specifically told the agent debit order to be done on the 26th yet my account shows debit order on the first of every month, in actual fact I paid r400 for only 3 days connectivity and now I need to pay another r400 3 days later unacceptable and now I have to cancel my contract just to just a simple debit order date that was an error on their side

We want to know when are we getting our router please.

[protected]

FQslrK5

Mr E C LAWSON

I signed up with Mweb at the beginning of February 2022. It has been a constant battle with trying to get any kind of information and when you call, you go through a call center and need to out in an OTP for the call, no OTP has ever been sent so I have no idea how you are to get to speak to anyone if you don't receive an OTP. I only received my router yesterday and now I am being charged for a product I have not even used in this past month.

I have also never received any login details for my online account, making it more difficult to contact anyone.

I am absolutely disgusted with the experience that I have encountered and it has only been a month and I expect that when my concerns are dealt with that the service will improve from here.

I ask that you contact me immediately so that I can get to the bottom of this.

Contact number [protected]

Email: [protected]@yahoo.co.za

On the 8th of February was 6 years since I am MWEB’s client. My Fiber Network Operator was Link Africa. Metrofibre took over from Link Africa in my area. I was unfortunately one of them as the Edenvale area was taken over by Metrofibre.

Since the 20th of October 2021, when Metrofibre came to my house to put their box, I can’t even open the news pages, I can’t open my emails, I can’t do anything that I was able to do with Link Africa unless I turn off the Wi-Fi and switch on the Vodacom data.

I am extremely busy at work and work from home as well. I am not able to do this any longer.

I called Mweb so many times. I’ve been asking them to please come and sort out this issue. I’ve asked them to please send Metrofibre to change the faulty box. Mweb told me that Metrofibre is not willing to come to my house to sort out the issue ⚠️. More than 4 months later the guilt has been shifted from between Metrofibre and Mweb.

The latest was that Mweb will come to my house to bring a loan Wi-Fi router and this will take approximately 2 weeks before they have a router available. This never happened.

I told them that there is no issues with my router. I keep on telling them that my nightmare started the very same day when Metrofibre came to my house to take the existing box and put the new box.

On the 12th of February after my complaint on social media, I got this response from MetroFibre: ''I will escalate the matter to our Key Accounts departments to assist accordingly."

As advised kindly note that our turnaround time is 3-4 working days.

Today is the 25th Of February. I contacted Metrofibre again as there was no response from them.

Today, I was told this: ''Kindly note that once a ticket has been logged, it gets investigated by our Network Operations Department, where we attempt to resolve the fault remotely.

If the fault cannot be resolved remotely the ticket will be escalated to our maintenance department from where a contractor will make contact with you, to schedule an appointment for attendance.

Please be advised that the above process is the reason for our turnaround time of 3-4 working days."

This is all I hear from them for 4 months: “We have escalated this matter...” Metrofibre, please send someone and sort it out!

The worst thing ever was that you took over my Area.

I have to keep on buying data from Vodacom to do my work. Shame on you Metrofibre. Shame on you Mweb.

The most pathetic service that one can experience in their life.

Unbelievable "I don't care" 🤷‍♀️ approach by MWEB and METROFIBRE towards their clients.

Hi, want to bring it to your attention, and I've been doing it since my account was started at mweb which was 7/02/22, I've had no internet since 11/02/22 tried logging, sending email, can't even log onto my account, a tech from just answer, advised me to reset router , done that, now no further which caused me to cancel that membership that I didn't even sign up for, problem is I've got router default settings and password, did that but now has to be reset either from your side as I don't own a computer or laptop, would appreciate if u can get a call back from consultant so as to solve this problem and prevent me from paying R399 for a service I've had no pleasure fro yet, my no [protected] mr Redewaan Joubert

Email from MWEB, regarding Pre Order:

The Fibre pre - order process

1: PRE - ORDERED INSTALLATION: 2 - 4 months

You will be contacted by Fibre installers to set up a date for installation. Look out for calls, SMS's or Emails from them to book your installation date.

2: ROUTER DELIVERY: 5 days after installation date confirmed

If you have ordered a router, it will be sent to your delivery address once the installation date is confirmed. Look out for the couriers.

3: ACTIVATION: 2 days after successful installation

After installation is completed, Fibre installers must check that your line is working. Once active you'll receive an Email and SMS. Plug in the routers power supply and connect to the ONT via a LAN cable. Set up should be automatic within 15 minutes. Manual set up guides are available in the Help Centre

A customer (Me), the technical service from MWEB has NO CLUE as to when the System from EVOTEL went Live; when the Application was submitted on the 20 Jan 2022, respond email on the 21 Jan 2022.

On the 14 Feb 2022, my account was Debited with R294.11.

On the 1 Feb 2022, MWEB send sms regarding infrastructure delay on Evotel side.

Again an sms on 7 Feb 2022 from MWEB that fibre was still being rolled out by Evotel.

All these were misrepresentation from MWEB, regarding status on Evotel.

Now currently blocking my ISP from VOX Tel, application made on 2 Feb 2022.

MWEB Tech serv personnel by the name of Mogale/Mohale, sad on the 16 Feb 2022, that Fibre was new in SA, I asked him to re-tract that statement.

I cannot be involved with Unprofessional people who do not have the Tech know how and lie about other Tech serv companies.

This is Karen Cain, account number [protected].

I would like to speak to someone about the service that is so poor.

I completed the questionnaire some time ago and noone got back to me.

Firstly it is like getting through to Fort Knox and then I am put on hold for 15 minutes and transferred from pillar to post.

Could SOMEONE have the decency to phone me to ask me what my complaint is?

Karen

[protected].

The email address on the invoice and statement is my daughter's email address

[protected]@mweb.co.za

I skipped a payment on my mweb account in December 2021, and when I paid in 22nd January, they told me my account had been deleted. (X7118340)

There was no decency in informing me that my account would be revoked and that I would have to reapply.