MWEB.co.za

Hi please can mweb look at this case ASAP Support Team with ticket reference number: MWB1775664 I need internet I'm an existing customer no one is responding to emails the is no number to call I'm working at home

1. 10h00 - Called MWeb on 2May21 - #6 in queue - spoke to Stephany to resolve - she told me everything was fine as far as she could see but that she would enquire and revert back.

2. 12h20, 2May21 still no response - called Mweb again - #26 in queue - spoke to Stephany again - ref. MWB17752936 - tells me nothing wrong at MWeb I must "Google" the number for Metrofibre and find out myself what is going on there! Unbelievable! I reminded her that my internet is down and she provided me with the number.

3. 12h30, 2May21 - called Metrofibre - Ivana (ref. [protected]) tells me everything on her end is "within specification" and that she has reprovisioned my account. She assures me the fault is not Metrofibre end and the problem is with MWeb side.

4. 13h00, 2May21 - called MWeb again - #16 in queue - ref. MWB17752936 & Metrofibre conact ref. 82334 - spoke to Stephany
- Total reset done one rooter renamed rooter user+pwd after back to original
- tested link direct from fibre box excluding rooter
- used 2x different user+pwd sets to make sure it is fibre/box related not user end

5. 13h25, 2May21 - called Metrofibre again - ref [protected] - Ivana has all stated ref numbers - declares that technicians do not work on Sundays and that I should not expect any action - could have told me this at the beginning! - tells me turnaround time is 3-4 days! - THIS IS COMPLETELY UNACCEPTABLE TO BE WITHOUT INTERNET THESE DAYS. - If this is part of the contract, this outage has never happened and I have certainly never consented to such long down times.

6. I am no longer content with such a poor service and I feel that I have been done in with this poor cover. Never heard of such a long outage and I expect to be compensated for the extra costs and loss of service incurred.

I have not had my fiber installed in my apartment and have been debited twice for it. VUMA incorrectly logged it as complete and active to mweb and cannot rectify this issue. April and May debit orders have come off and we sit with no wifi or line in my apartment. All that has been done for 3 months is it has been escalated and no one has gotten back to us to rectify the situation. They refuse to assist us at all.

My email address is [protected]@mweb.co.za . We received the fiber installation with the Vumatel and Mweb routers in early March. On 1 April things started to get desperate as we are now experiencing intermittent service on the current Telkom line. I managed to speak to a lady on 1 April that informed me that MWEB can't activate my system due to the absence of an OBJECT NUMBER. Since that day I phone or make contact with Vumatel through Whatsapp messages. They persist in informing me that the Object code was sent to Mweb. Whenever I manage to reach MWeb (after waiting and subjected to listen to the most atrocious elevator music for 34 minutes on average), I am informed constantly that they are still waiting for the Object code. Herewith the object code: 48575443617961A4 and VC-[protected]. If I have these numbers surely Mweb will also have it. I can't move this week but will be flying down to the Cape next week to ensure Mweb has it as well.

My parents live in western cape, pensioners and every time they had to phone mweb to follow up on delivery of router, router was not working so mweb collected it, and my parents canceled with mweb, now they want my parents to pay (for what?)and threatening to put them on credit bureau. Mweb should be ashamed. My parents experienced bad customer service and spent somuch prepaid airtime on mweb and if they asked mweb to call them back, mweb said they don't call back.

Im Natasha Macanda and I've repeatedly called MWEB in to find out what the status with the whole process of installation of fibre at my place. Initially no one could locate my unit which I found odd as the tenant before me has fibre connection. I spoke to someone named Parker that reassured me that everything will be in order. Parker didn't return my call as promised then another person named Yunus called me and said that he found my unit, that whoever I was speaking to previously was mistaken. He read me the terms and conditions, I was good to go. He told me I will have to wait 5-10 working days for my router and connection. Immediately after I thought everything was sorted out Parker called back saying that Yunus was mistaken and didn't do the right thing. He will fix it and call me back, and again he didn't call back. So, I called back just now and spoke to someone named Sizwe. He told me that he everything has been ordered, i asked to speak to Parker and he went on saying that speaking to him wouldn't make a difference. This person doesn't understand the frustration Im in because I had to even pay R1000 upfront for this fibre connection. I have been waiting for so long and calling MWEB back and forth. Something needs to be done or my money should be reimbursed so I can have a peace of mind because I don't understand what's going on.

My account (Account number: [protected]) is active since 12 April 2021, since that time I only manage to connect to the internet a couple of times, the router is on and my network/computer sees it, but when connecting it shows no internet available.
The fact that I am paying for a service and not getting what I am supposed to get is very annoying. Please do not send me a message with instructions on how to do the setup, send somebody to come and fix the system.
If I do not receive proper feedback and assistance you must come and remove the installation as this is unacceptable, and I am not prepared to pay for sub-standard service.
I need the system up and running ASAP to be able to do my work.

Have to pester them to get installation done.
Installation damage costed me more than installation cost.
Poor service - no one knows anything about anything - you get pushed from one department to the next
Then you get told MAYBE someone will call you back
Supposedly faster speed- was very very slow
Needed an extender - they couldn't help me, couldn't recommend anyone who could help
Said ‘wasn't their problem'
Eventually the manager admitted that they offer just a service - not a value added one

Avoid mweb!

On 01/04/2021, I received notification that Order No. X6170237 was placed with Openserve. Tracking the process I received the following message: "A delay has occurred with your order. We are working with Openserve to resolve and will keep you updated via SMS". Unfortunately, the wrong address was entered. Please cancel the request.

On the 4th of March I placed an order for MWEB's promotion of 25mbps up and down for 499 uncapped unthrottled. I received a call to say they could pin my address and could I please send a copy of the municipal bill. I did so and also sent them a screen shot of my checking my coverage on the open-source website. I received my order number on the 4th with details to create my login to my mweb account. I went and completed all the necessary and started tracking my order. The next day I saw that my order had reached the received and being processed section for the Fibre and the order placed with the courier for the router. The following week the installers came to my next door neighbour's and while they were there they said they would install fir us to to avoid having to dig up the driveway twice. They told me they needed an A and B number to come back and activate the line. I tried without success to contact mweb... Sent emails, Facebook messenger messages and tried to call but could not get through to a single person to assist me. This morning I received a message that my order had been put on hold due to problems with infrastructure installations... But it's all installed on my side, it just needs to be activated but I cannot get through to someone who can help me... It's rediculous. If I have not heard from nweb by the end of business on Monday I am going to assume me order has bedn canceled and I will move onto another service provider to assist me. My contact number is [protected].

I signed up for Fiber last year November but it was never installed, so in December I called to cancel the service as Mweb debited my account an the service was not installed yet.

They said they would cancel it but it was never cancelled I have spoken to numerous consultants in the billing, technical and what ever department.

Please call urgently the service is pathetic.. Service agents Marlon, Rafieka Jolene (who said she will escalate to her manager on the 17/02/21 an turn around time is 24hours the manager has since not called me back. Reg MWB17088320
Today is spoke to a Rushaan in the billing department

I have tried, on numerous occasions, to contact the customer care line for assistance with internet, or rather the lack there of. I have decided to cancel our relationship with MWEB. Please contact me @[protected], Jacqui. This is extremely important.

I'm paying the 50mbps uncapped package and I'm barely getting 1Mbps. My connection is incredibly unstable, it goes off several times every few minutes and online gaming and streaming has become impossible. Now I'm obligated to stay with mweb or pay the full cost of the installation and router. Mweb are terrible, feels like I've been scammed. I would've took the cheapest package if I knew my speed would be this bad

On the 23 Feb 2021, i received a notification to pay R 399.00 for my Mweb Fibre order, I paid immediately. On the 26 Feb 2021, I confirmed my installation for the 29 Feb 2021. However no one pitched up at my address at the scheduled time. I called Mweb and was told that they will call me back. Over the next few days I called Mweb to see what was going on, none of the representative could provide me with any information. After 6 days and still no feedback, I decided to cancel my Fibre order as well as my current ADSL service which was with Mweb. I requested the cancellation on the 04 Feb 2021. Although I received my refund on the 17 Feb 2021, Mweb has still not cancelled the order. Therefore when I approached another ISP to handle my fibre installation they advised they cannot assist me as Mweb has not released my line. They have also billed me incorrectly this month. When I call after sales department was was told my cancellation would be process in 7 days. When it wasn't I called again and was told it was 10 days, when I followed up once more, I was told that it would take 14 days from the 28 Feb 2021. Clearly no one knows how the cancellation process works. I desperately require the fibre installation to take place however the other service provider can only assist me once Mweb sorts out their mess. I have been a customer with Mweb since 2012 and this is the first time I have ever had an issue with their service. I have called the after sales department about 12 times since the 04 Feb 2021, I am constantly promised that some one will call me however no one calls. On 3 of these occasions I was told Carmen he manager will call me. To date Carmen has not called. If this was not bad enough they have billed me incorrectly. I called the billing department but was once more told that someone will call me back. this been 5 days since that enquiry and still not feedback.

I had Fibre installed by Mweb on the 26th of February.
The people who installed the box did not install it at my desk, where my router and telephone stands.

I have logged a support ticket with Mweb and asked them to come and install the box at the correct place in my office. It is now the 8th of March and still no response form MWEB,

I have called them numerous times and then I hold on for more than 30 minutes and I also get cut off.

No one seems to be interested in helping a client that is paying for a service, and I can't even terminate this service because it is a 12 month contract.

The service is terrible.

Good day

My dad David Skinner who is 85 years old has relocate and he is struggling to get his ADSL line cancelled at Mweb. He was calling their [protected] and the voice prompt of Mweb is not even working . this is now going on for more than 2 months. He cannot cancel his Telkom line for he needs to cancel his ADSL line with Mweb... He drove through to Mweb Head Office in N! City just to see that their offices is closed this was 05/03/2021 and the same damn number as above onthe doorthat you should call.
PLeaseeeee help my dad in this matter, i have tried this myself without any success.. my dad's contact details is [protected]. He is really so depressed struggling with this matter.
His email address is [protected]@gmail.com and mine is [protected]@kelderhof.co.za

I will be sending you emails the whole day

I can't get through to those numbers

What must I do -I am asking you guys about the increase

Not about cancelling my web WFI

Did you not read my emails

please call me [protected]

My accounst still shows inactive i am unable to use or creat my email there is no website builder i can use

Our email address [protected]@icon.co.za is currently not receiving any incoming mail, and I am unable to get through the MWeb Technical Helpdesk to find out what the situation is.

Sending emails is not a problem however.

When is this likely to be resolved?

Order Fulfillment - Order Status Query - Ref No: MWB16785492. I have been waiting since the 13th of Jan for my fiber line. Hardly any communications from Mweb, Cant get hold of them and forced to leave a a number . Every time I call...famous words is " I understand your frustration" They promise to give feedback and call me the next day to ask me exactly what I told them the day before.

Installation and operation of fibre was supposed to be done within 14 working days.

The above mentioned ref number has been moved to previous queries and is no longer regarded as an active one on the customer portal. I NOT able to add comments all of the sudden as of today. I suspect that the functionality has been disabled due to my daily interaction with the "active queries".

Appreciate the assistance in resolving the matter as working from home becomes a nightmare without the proper infrastructure/connection.

Regards