MWEB.co.za
reviews and complaints

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

I have been trying to get a hold of someone in Mweb to cancel my order for fibre. The call centre cant help me, they say I have to log in. I have done so, but it is not allowing me to send in a query through their system. Please do not deliver, and please do not charge me.

I ordered on the 21st of January 2021, and I would like to cancel before they install.

My name is Michael Eliason. My ID number is [protected]. My email address is [protected]@mweb.co.za. My telephone number is +[protected].

I have been trying to contact mweb since last week. I get through but they keep transferring me to a different department each time. I have changed my phone number therefore I cannot get the one time pin number. I hold on for ages to get someone to answer me. I am calling internationally and it is so expensive to call, hold on, be transferred and never get to speak to anyone that is able to help me. This is a business account so I need it urgently.

Please help.

I tried for several months to find an email-address, but I couldn't. Therefore I decided to complete the "file a complaint" on Mweb Complaints. When I downloads the AVG Internet Security (from Mweb's webpage) I, m told that I have only the "trial" and that it
expires in 23 days. When I enter the activation code, they says it is wrong. In other words: I don't have an activation code and I, m paying for it!

On 9 December my MWeb was, supposedly, connected. Today, 20 January, it has still not been connected, although I have been billed monthly for service. Efforts to get help telephonically are a joke, the phone has rung for 45 minutes unanswered. Complaints via email are never acknowledged. I legally have a 3 month "cooling off" period and am considering using this.

Vir Aandag

Ek sukkel al van Junie 2020 met my fibre lyn. Op 2021-01-14 het die wifi afgegaan 3 keer. Ek het 08:00 geskakel en met Michael gepraat hy dit aangesit 12:00 het dit weer afgegaan het toe met Laura McKenzie gepraat sy het dit weer aangesit, om 17:45 het ek weer geskakel en met Mpolela gepraat en sy het gese ons moet die broadband konneksie toets om te kyk of daar n fout op die lyn is en of die router foutief is.
Ek will weet wat is die volgende stap, want ek kan nie so aangaan met sulke diens nie.
Hoor graag van U.

Groete Gilbert
[protected]

We are trying to contact Mweb vut cannot get through because they send an OTP to cell phone but want to change the cell phone number. Get blocked because cannot speak to anyone because they are sending OTP to old cell phone number. I want to change the cell phone number with no success. My account number is 982996. I really need to contact them urgently but with no success.

Service provider with no respect for its customers. I have been waiting since the 2nd of December for my fibre line. No or bad communications, no skilled staff on their call desk. Can never get hold of them. I would like to report this to the Consumer council. I applied for a fibre line on the 2nd of December still waiting every time I call I speak to someone who has no idea what they doing and call me the next day to ask me exactly what I told them the day before. I would like all recording as per conversations for communication.

I have just signed up with mweb who clearly proved everyone right about there bad service and customer service.

I have called mweb 8 times and spend 200 rand just to be hanged up and failed call back

I have given my information as follows

I have moved recently to mweb and took my huawei mitchell plain fibre box with me.. I have received my activation notification from mweb 10 minutes after signing up and wifi information but I was not given a modem I need this to work for work. Agent told me she will send information to vumatel and it will take 24 to 48 hours for their response to mweb and will reply back to me

A normal agent should not have done that, a normal agent would send a new box as per contractual agreement

Very appalling service.

Good thing about it, I have paid for the service already

After taking up the TELKOM 30GB daytime/30GB nighttime data, last month i logged a query asking for a report on my data usage because I did not use 30GB, and as per my Telkom portal, the contract is for 20GB (please see screen shots as well)

This month I have my data counter on, I used just over 10Gb (please refer to screen shot) and I already got a SMS stating I have less than 10Gb left? Which means I was allocated a total of 20GB. This is daylight robbery. Even my night surfer data started at 20GB ? Please explain.

I need to have my account credited for 20GB usage have instead of 30GB. I need to see a report with how I used 30GB last month as requested, because a consultant from Mweb confirmed I used 25gb which makes no sense if my contract is for 20GB. Or I need a hell of a good explanation of how my router is not counting the correct data. Telkom's portal confirms the contract is for 20GB.

Account number is [protected]

Good day,

My Mweb account number is: [protected]

I have called Mweb thrice about this and 3 working weeks later have not received any feedback.

I called MWEB 27 November about a break in my fibre line that needed repair, I work from home.

Two technicians were sent to my home from VUMATEL to check and locate break.

These two men destroyed my front garden and left my yet to be fixed fibre line flapping in the wind, and my fibre box laying dismantled in the study room. I had to tie the broken line to a burglar bar to stop flapping in the wind in front of my front door

The following day I called MWEB to follow up on this as this was logged with them and there is a record of who was assigned to my ticket I logged online.

I could not get hold of Vumatel about this issue, as this was done with MWEB, so I explained what had happened on the first call and asked to make a complaint and was told that the call is recorded so the complaint will be logged.

A few working days later I made another call to follow up as I did not get feedback on the issue and complaints made on the recorded calls about what had happened, and no quote for a the fibre line to be installed.

On the third call I made a few working days after call#2 was made, I needed to re-explain the issue, which was very unprofessional, and I offered to send in images of the damages as proof.

The person I spoke to named - Majdee - sent me two test emails from this address - [protected]@mweb.co.za - which I sent the images of the damage to.

The timestamp shows I sent this email - 03.12.2020 and have still not gotten any feedback on this since.

I then spoke to someone called - Ahmad Hansia from -Britelink at the email address - [protected]@britelink.co.za - and forwarded him the thread I sent to Majdee from Mweb, which included the images and timestamps.

This has been a terrible experience with Mweb and I would like everyone to know about this.

I have also left a complaint about VUMATEL on Hellopeter and will probably do the same about Mweb if this gets ignored also.

I spent alot of money making Mweb my ISP as they were a household name regardless of other ISPs having better offers, but this customer service is pathetic and I cannot ignore this.

I do thank you for taking the time to read this and look forward to a response.