MWEB.co.za

I have applied online to get fibre installed on the 25/06/2020 and still no installation has been done. The order was placed on hold due to another isp already linked to this address. I have previously tried to get fibre through telkom which I cancelled the order as this was pending since march. I have been referred to vumatel, just to be informed that mweb must contact them. I have spoke to vumatel and they said on my address no isp is linked, however when I went on their web page to place an order it shows it is linked to someone else. I do not have fibre at my house! I am trying to get installation, but keep on getting transferred back anf forth from mweb and vumatel. Vumatel again advised that the mweb manager must contact vumatel as this has previously happenend that other addresses are linked to one another and an order can still be placed. I am very frustrated as it takes days before I receive feedback and I am making all the calls.

DEAR MWEB
client number: [protected]

HELP PLEASE

the help phone line is not a help line.
I tried multiple times to speak to someone. I cannot access the website as I don't have an OTP.
I cannot log on to review as I did not receive the OTP_- have multiple (> 50) blocked numbers on my phone.
Please send me the number that will send the OTP to unblock.
PLEASE HELP 

I ordered a R629 package which includes free Installation, router and connection, all of a sudden MWEB is charging me for connection? Their sales manager is confused and wants us to be liable for things we are CLEARLY not liable for, as it states on our contract condition.i am not impressed at all because this has been going on for almost a month now, they do not even want to let me explain properly to them and just want us to pay, it's ridiculous

I recently installed fibre and it was working fine for 2 weeks. It's currently not working properly with only options to whatsapp but unable to download or search anything and my kids need to do their schoolwork. I urgently need someone to get in touch with me to resolve this matter. I don't have the time to hold on for hours on a telephone and nobody replies to email queries.

I want to change my otp on my registered cell phone. Can someone at mweb please contact me. [protected]. I am not able to make contact with mweb because all calls are electronically handled.

Client [protected]; Cel C/mweb stopped lte, march 2020. I moved to Telkom/mweb R199.+ voip R59=R258pm; my accs were; *Apr R427.97; May R258; June R506. *I Cant register query, tells me SessionTimedOut as I start to type. *Since Telkom took over my account is wrong and I Cant report it! Please help, I am oap, cant lose this money. Fix the billing problem please; i cant cancel, cant afford to lose upfront payment of 21 mths to move to some other isp.Anne R

What a difficult exercise to try speaking to someone regarding an explanation of my absurd invoice. My LTE deal is R499 PM but my debit order is R1205 for July 2020, the account was paid for in June 2020 and was at a zero balance. I called [protected] and selected the option of assistance with accounts, the IVR notified me that "unfortunately we are not able to assist as we are not available". The self-service portal is out of order, it reads "session timed out" when trying to log a query for a call-back request (tried with both Chrome and Explore). I then selected the "technical" option and spoke to Bonga Botyeni whose supervisor is Sarrel Henn. Bonga could not help but escalate to billing through Natasha, who also escalated to Miranda of billing. I could not speak to anyone in leadership after numerous requests with Bonga who eventually hung up the line as I was refusing to hang up. It is sad to learn how MWEB lacks empathy to urgently assist frustrated customers. There truly is no customer service. Your service requires a great deal of improvement. Thus far, almost all calls I make to MWEB end up being a nightmare and it is a costly exercise. I need assistance and wanna be called by a manager and not a supervisor. My number: [protected].
Mweb account number [protected]

Changed from a 10mbps adsl contract with mweb, to a 10mbps fibre contract with mweb. Since the change, the internet speed has been laughable. 3 of us in the house, who had all been able to stream/download content at a reasonable speed on adsl - now it is impossible to stream without buffering every other minute - I thought fibre would be better, or at the very least be the same as the adsl - surely not worse?
I'm not willing to spend 40 minutes waiting on the phone to be put through to an mweb agent who will invariably not be able to assist me.

I have been a client of Mweb for 15 years with an email address. I requested fibre service in February and was billed for the first time in April and subsequently in May and probably June.

I have called the call centre probably 100 times in the last two months. You cannot speak to a consultant if you are following up on an order. Their automated system doesn't allow it. You leave your number and nobody calls back.

The fibre has never been installed and I continue to pay. I have emailed thrice now with no luck still. I will be cancelling my order with them.

Followed MWEBS protocol to request line move. Only "received" and acknowledged after 2nd phone call and resend of email. Phoned at least 7 times to get update on status, to be bounced. Each phone call requires holding on for at least 30 mins per call before cal answered. Almost 3 weeks since initial request to simply switch premises with already installed fiber line and own router... and can't get hold of anyone competent to make things happen or even cancel unattended request in order to change Service provider. Shocking after sales service.

I am so disappointed in the service I am receiving from Mweb, I've paid for a service and it's not being installed after sales service is just putrid no joy at ALL. No one can help you and I've ran up a huge bill calling Mweb and this is besides my normal subscription of R750.00pm, just calls made to Mweb came too R500.00. So they take your money and let you run a bill at the same time. Geez if only I knew what kind of service I am getting I wouldn't bother!

Goodday

I am very unhappy about my Fibre from Mweb. Someone has canceled the B number given to me when the fibre was installed and it was working until Friday 5th June 2020 until about 14h30. I am unable to work from home and kids cannot do work either. This is an inconvenience for me and my family as I have been paying my account monthly via debit order. Please sort this out as soon as possible as I have called in 5 times and have to hold for an agent everytime. Nobody has fixed up the problem.

Thankyou
Regards
Lisa-Marie Barnes
[protected]/[protected]

I have currently a MWEB, ADSL Uncapped 4Mbps WIFI connection which is received through a TelCom line. We needed the higher line speed as my wife is working at the North West University and is conducting electronic meetings on a daily basis. The current line speed is to slow to get proper connection and is an embarrassment if contact is lost during the meetings.
On 7 May 2020 I requested Mweb Sales Dept telephonic ally by phoning the number [protected] and following the steps to increase my line speed from 4 mbps to 8 mbps. The saleslady gave me a quotation of the monthly costs of the higher line speed and read me a long list of conditions. She informed me that the process will take between 7-10 working days to complete.
On the 21 of May I inquired at the Technical Services of Mweb again by phoning [protected] and following the steps. I was informed by the technician that my application was decline as my house was to far from the Telcom exchange in Potchefstroom and the the line can only accommodate a 4 mbps. I was never informed by Mweb about this information. If I did inquired I believe I would still be waiting.
I then contacted the Technician of Telcom in Potchefstroom that confirmed the information received from MWEB about the distance from my house to the old exchange. He then informed me that they can shift my line to a new sub-exchange that was build about two blocks from my house which he did and he forwarded me the specifications of the new line.
On the 22 May 2020 I phone the Sales Dept of MWEB again informing them of the changes that was made to my line and about the new specifications. I spoke to at that time a very helpful lady Anthia Prins. She requested me to forward her the new specification information as she will need it to forward to the Mweb Technicians. Which I did. Again she informed me that the process will take between 7-10 working days.
On Monday 1 June 2020 again I phoned the Technicians of Mweb via [protected] when I was informed that the distance is to far from my house. I informed the Technician about the changes that was made to the line and that I did forward it via email to Anthia Prins. The technician said that he could not retrieve any of the information on the system and that they only work on the information provided to them by TelCom via Uniweb. It is clear that the information about my new line provided by Telcom to me and which I forwarded to the Saleslady was not even provided or looked at by the technicians of MWEB and that they are still complying or being led by outdated information. When I asked him what must I do now he then put me through to the Sales Dept. Again I explained the situation to the Sale Dept and again they referred me to the Technical Dept.
On 2 June 2020 I again phone the Sale Dept requesting guidance from them and again I was referred to the Tech Dept. In the meantime we are still struggling with the internet and download speed.
We are send from pillar to post and no one want to assist to attend to my application on grounds of the new information on the specifications on the line as provided in writing to them. Instead the technicians still want to rely on outdated information on Uniweb.
My reference is [protected]

Ive taken a fibre package with MWEB the 1st of April 2020 they told me it would take 2 weeks for installation which till today the 1s of June hasnt happened. Ive called the call centre after 2 weeks of signing up but cannot get through to the call centre. I then decided to call Vumatel who does the installation for mweb and they told me that the installation had taken place last year way before i moved into the property so mweb needs to issue a new ticket. I tried Mweb again but no success emailed them with no feedback. I then sent a msg to Mweb on facebook for cancellation. Called the mweb technical support line who managed to put me through to cancellations. The operator logged a call on the system and got their sales guy Brent to call me back. Brent assured me that i would get a refund and an additional month for free on top of the 2 free months owing to me. Today it is 4 days later, nobodys called me back and they have debited me R1019.99 for installation which has not taken place. Again, i cannot get through to Mweb to rather cancel this product and give me money back as i have not received their product. I called Vumatel again and theyr telling me the same thing. That MWEB needs to log a ticket with them informing that there is no installation on this property. I cannot understand why the would charge me R1019.99 for installation which according to Vumatel has been done way before i signed up for the product. My id is [protected] and cell number [protected].

I never complain about bad service - I merely just stop using a company or its services.

But due to strained economic times during covid and my personal circumstances, every cent counts and I simply cant afford to lose or any forfeit my installments, I am forced to stay with mweb!
Under ordinary circumstances I would have forfeited my installments and incurred a loss purely on my principle on not doing business or deal with a company who doesn't value its customer and does not deliver on their promise).

But as I said I am forced to stay with mweb. All I want is for their services to be transferred to my new home but they simply cant get this right.
The most frustrating thing is that you cant get to speak to anyone and nobody calls you back; apart from the time, when I asked them not to bother about helping. When I did this, I was called within 12 hours.

However since my last engagement with trevor from mweb on friday 22 may - I have heard nothing, cant speak to him or get any feedback if my wifi will be installed by 1 june... This is their key suffering and if they cant get this right... What else do I say.

The most frustrating part is that the offer I got from their competitor was a better offer, but due to technicality of additional costs that I need to incur to cancel my agreement with mweb, I had to cancel that application.

All I need is for someone/mweb to deliver what was agreed. Please can someone do so.

Pillay

Good day,
Our contract has been signed on the 22 april 2020 for uncapped fibre. Up to date nothing has happened. When I track our order it says it has been handed over to service provider but no one is phoning/mailing or giving any information. It also states mweb will keep you informed but there is no communication from mweb. You cannot speak to a consultant - only leave your nr which is extremely frustrating. Your service is poor and we are at the point of ending the service with you! It is 24 days since our initial contract with you - so please please please can you let us know where we stand with you?

Regards
Gerhard jansen
[protected]
[protected]@iafrica.com

After my numerous complaints about the poor service I received from MWEB's sales agents since early March 2020 and the cancellation of my contract, I am writing to you for assistance with my complaint.

MWEB has been unable to successfully attend to my queries and still processed unauthorised deductions from my daughter's bank account in April and May 2020, for the inactive sim card and additional services/data we have not benefit from.

Kindly advise why MWEB is billing me and why they are using my daughter's banking details when I specifically requested for this service to be terminated.
First I was misinformed about the compatibility of my router, spent valuable time and resources on trying to get this resolved and now MWEB is billing me and deducting money for services not provided.
The same has been with my brother, MWEB delivered his sim card which was also not compatible to his router. He also cancelled his application for the contract yet MWEB continues to debit his account.

May I please have urgent assistance to my queries as we have also been battling to get through on their call centre numbers and no response to my emails.

Thanking you and kind regards

I signed up as a new client early April.
The service has still not been activated. I have called several times to follow up. The option only allows you to give your cell number and then it says they will come back. Nobody has ever come back to me.
Trying to get through to the sales department is impossible. Today I have tried 3 times AGAIN without any success. Listening to a voice saying if you hold a little longer your call will be attended to. All three times I held on for more than 30 minutes without my call been answered.
I have received my router but wish MWeb would come and collect it and cancel my contract even before it starts due to their extremely bad service. I will even pay just not to be a client of MWeb.!

Longest story ever - short version.
Was meant to immigrate in March. Covid cancelled that. Got hold of Mweb straight away to reverse cancelation request... Was told everything was done. 7th May - no wifi.. Almost a week later after numerous calls and promises of being called back... Nothing is sorted out. Apparent problem Telkom never reactivated Sim. Mweb solutions have ranged from sim swap, take out another contract... Still no idea if they've even requested Telkom to reactivate sim. Been through every department at mweb, keep getting shoved from pillar to post.
Yet mweb still takes their money?

worst service ever! I paid my mweb account on the 25th April already and sent proof of payment as requested to activate my new telkom sim immediately

No one has helped me thus far, every time I call in for assistance I'm put on a long hold or the call cuts and no one calls back even after having my details open on their systems.

I've sent through a complaint and someone called but didn't even help as I was placed on hold for 15 minutes.
One agent tells me the request for activation has been sent and then another tells me there a R9 outstanding on the account so they cannot reactivate.
How the hell can there be a R9 when the amount I paid what was one of their consultants told me!

So sick of waisting my airtime on them.
Horrible service definitely going to change providers!