MWEB.co.za

Hi Widaad

I hope you're well. Please could I ask that you give me a call. Been following up with Vumatel and they apparently have not had any contact with MWEB.

Thank you

From: Blaine Cook [mailto:blaine.[protected]@vumatel.co.za]
Sent: Wednesday, August 7, 2019 9:48 AM
To: Lebo Moloabi
Subject: Re: Account TGRS8298

Hi Lebo.

I have not received any feedback from Widaad as yet. I hope to hear from them soon.

Kind regards.
Blaine

On Tue, Aug 6, 2019 at 4:47 PM Lebo Moloabi wrote:
Hi Blaine

Has Widaad made contact with you?

From: Blaine Cook [mailto:blaine.[protected]@vumatel.co.za]
Sent: Tuesday, August 6, 2019 3:43 PM
To: Lebo Moloabi
Cc: MWEB ; [protected]@mweb.co; [protected]@mweb.com; [protected]@mweb.com; Vumatel
Subject: Re: Account TGRS8298

Hi Lebo.

Thank you for your email.

Your assistance is greatly appreciated.

Kind regards.
Blaine.

On Tue, Aug 6, 2019 at 11:32 AM Lebo Moloabi wrote:

Hi Widaad

Please can I get confirmation as to whether this matter has been settled.

Warm Regards

From: Lebo Moloabi [mailto:[protected]@boipelo360.co.za]
Sent: Wednesday, July 31, 2019 12:28 PM
To: 'MWEB' ; '[protected]@mweb.co'
Cc: 'Blaine Cook' ; '[protected]@mweb.com' ; 'Vumatel'
Subject: RE: Account TGRS8298
Importance: High

Hi Widaad

Thanks for taking my call. As discussed I really need this query put to bed. I have just spend almost 2 hours on hold and being shunted from department to department about this query. The last two times that Vumatel called excluding the call today I was assured that this would be settled. As you will see from the trail mail I was in contact with Nomahlubi and I requested that she send a confirmation email which was not send. I then spoke to Avela Sitaa then to yourself requesting a confirmation email.

Blaine I have attached an email with the promo that I responded to for your information. What I would like from you Widaad is an email confirming that this is the promo offer that I took up, and that Mweb is responsible for settling this account. I can't have this query come up every 3 month for a processes that should have been completed in 2017. Please can you send me this email with Blaine in copy so that this matter can be resolved.

Your urgent assistance in this regard will be appreciated

From: Lebo Moloabi [mailto:[protected]@boipelo360.co.za]
Sent: Wednesday, July 31, 2019 11:06 AM
To: 'Blaine Cook' ; 'MWEB'
Subject: RE: Account TGRS8298

Hi Nomahlubi

I have just received a call from Vumatel informing me that this has not been sorted out. Please look at trail mail below and can you give me a call urgently. My last email to you I requested confirmation once this matter was sorted and I did not hear from you. This is exactly what

Warm Regards

From: Blaine Cook [mailto:blaine.[protected]@vumatel.co.za]
Sent: Wednesday, July 31, 2019 10:58 AM
To: [protected]@boipelo360.co.za
Subject: Account TGRS8298

Hi Lebo.

Trust this email finds you well.

Please note that your ISP Mweb did state that you were out of the promotion period and they will not pay for your installation. Your account still remans outstanding with us for the amount of R1710.00
I hope to get this matter resolved soon.
Once again, I do apologize for the frustration you are having with this matter.

Kind regards.
Blaine D. Cook
[protected]

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From: Lebo Moloabi [mailto:[protected]@boipelo360.co.za]
Sent: Friday, May 24, 2019 7:46 AM
To: 'MWEB'
Cc: 'Vumatel'
Subject: RE: - RE: Outstanding Vumatel Fibre Installation Account: TGRS8298

Hi Nomahlubi

Thanks for your email. Herewith the account. Please can you send me a letter of confirmation once this is sorted out.

Warm Regard

From: MWEB [mailto:[protected]@mweb.com]
Sent: Thursday, May 23, 2019 4:48 PM
To: Lebo Moloabi
Subject: - RE: Outstanding Vumatel Fibre Installation Account: TGRS8298

Good day,
Thank you for your e-mail.
Can you kindly forward us the invoice Vumatel have sent to you regarding the installation fee payment.
As we will take this up with them directly.
Looking forward hearing from you.

Kind regards,
Nomahlubi Am
Sales Administrator
Tel: [protected]
www.mweb.co.za

------------- Original Message --------------
From: Lebo Moloabi [[protected]@boipelo360.co.za]
To: 'Vumatel' [[protected]@vumatel.co.za]
Cc: [protected]@mweb.com
Date: 23/May/2019 12:37:18
Subject: RE: Outstanding Vumatel Fibre Installation Account: TGRS8298

TO WHOM IT MAY CONCERN

2:

My ISP was supposed to pay (Please provide your ISP Name (MWEB) and Account Number (943520))

MWEB offered a package with free installation so please take this up with them. I have contacted them and that is why they are copied on this email. Please confirm receipt of this email and should you need further clarity I can be contacted on [protected])

Regards

From: Vumatel [mailto:[protected]@vumatel.co.za]
Sent: Thursday, May 23, 2019 10:47 AM
To: [protected]@boipelo360.co.za
Subject: Outstanding Vumatel Fibre Installation Account: TGRS8298

Dear Lebo Moloabi, this is a friendly reminder of your outstanding Vumatel invoice for your fibre installation. This is for the installation of the physical fibre and the CPE/ONT device from your boundary wall into your home. The work was completed by a Vumatel installation technician or partner. Note that this invoice does not relate to the activation or connection fee billed by your ISP. Please reply with below options to resolve your outstanding account TGRS8298.

1:

I will pay (Please confirm a payment date)

2:

My ISP was supposed to pay (Please provide your ISP Name and Account Number)

3:

I have paid already (Please attach proof of payment)

4:

I have initiated a once off debit order instruction from the attached Vumatel installation invoice

5:

My billing details are incorrect (Please provide us with the correct details)

Alternatively, click the link: https://protect-za.mimecast.com/s/H6D0CxGjLztBGX61u84LRG to self-service.

Banking Details:

Account name: Vumatel (Pty) Ltd

Bank: Standard Bank

Account number: [protected]

Branch code: 051001

Should you have any further queries kindly contact us on [protected] or email us on [protected]@vumatel.co.za

Kind regards,

Vumatel Accounts

Mweb's services are absolutely appalling. Well non existing. Sense they change to telkom or lets say no telkom for a better name i've had no internet services but mweb still takes its payment. And the best part of all this they keep blaming telkom and do nothing about it.
I've logged so many calls over the last 4 months and nothing. Absolutely nothing has been done from mweb side. Not even suggesting another services provide to better my internet experience with them. I absolutely hate mweb. I hope that this company goes bankrupt and all their director land up in jail for the crap services they provide.
Everyone keep away from this compamy.

No service from day of fibre installation. Nobody responds to let me know the status of my query. Mweb debited my account for the full month plus rata when I never received service at all... daylight robbery! Pathectic service. I want to cancel with mweb due to breach of contract, no service. Logged a query and nobody responds.
First the installers installed the fibre incorrectly, now no service, they did not activate service, so I'm basically sitting everyday send waiting for SADV/ MWEB to activate the internet service. Absolute incompetence. I'm very irritated with the fact that this is a 15 min fix up which has taken 2 weeks and still not resolved. I'm reversing the debit and cancelling the contract. Worse part of this is that when I asked escalate matter to management nobody knows who their management is! Really?

On the 1st April I received confirmation that Mweb will collect pro-rata payment and R199 MTN package. By this time the MTN SIM card was inserted into my new ROUTER ARCHER 600 (Cat6) verified by an MWEB technician.
REF MWB 138 67 458

New Acc - [protected]

I called several times and spoke with sales (Patrick) and Technicians (Thulani, Daniel) who said my ticket has been escalated.
I spent over R350 for calls and data to work from home because of my internet issue. I had complained on twitter for several days and only today I was told via Inbound call by Rudolph that my router is not compatible. This is unacceptable and would appreciate feedback/ resolution for my issue.

Please review all my calls made to your call centre and nothing has been resolved. Im very disappointed with your services.

Been complaining about internet connection since December 1019. The signal is intermittent. Devices cannot connect to wireless. Working from home and cannot get a proper signal. Frustrated and tired of complaining. Spent lots of money buying data and airtime just to call mweb every 2nd day. Pleas can services and credit my account. It is no use that I'm paying mweb and buying data.

Ive been waiting since18 desember 2019for my connection ive paid in desember for the connection up until 1 april 2020 is the first call i got from kerwyn martins to say my router will be here yesterday 2 april 2020 today 3 april after i complained he send me the couriers number when i phoned them they didn't even know what im talking about after i told him again he said he emailed them for the 3rd concecitive time still no router link africa all ready put in the cables when are going to start charging me from before the router comes cause the fibre is all ready installed how do i get hold of anyone that can help me cause when you phone in and get and i state IF YOU GET HOLD OF ANYONE AT THE NUMBER [protected] only answer they give is i dont know, ill get back to, i don't know how to help you this is pathetic service

My fibre was installed on 24 march 2020. The installers todate 2 April 2020 have not notified mweb. Since 24 march 2020 I have been trying to contact your help line. Nobody answers . On 1 April 2020 I finally got through. They then released the router and courier company will contact me for delivery. On 2 April I called again waited for 25 min before sombody answered. Nomisa confirmed it has been released. I must call the courier company. I called them they have not received any request from mweb. I must call back and get tracking no. Again 20 min and Nomisa again said it has been released. I asked for a tracking no which she can't give. I asked for her manager. She refused to give me her details. She will sent Nazira an email to contact me urgently. Its no been an hour and half and still no call. I can' believe this is the service that mweb gives clients. I have already received a verbal warning from my work as I am not working yet. The turn around time is 7 to 10 days. My fibre is alresdy in 9 days. WHERE IS THE ROUTER. Can somebody please assist.

The amount of time one has to hold for assistance is absolutely pathetic. Transfers between departments only to be on hold for a whole 40min.

I needed my internet activated after fiber installation t my home but what a nightmare.

MWEB must seriously up their game when it comes to customer service. Maybe I should send my itemized billing for mweb to pay for the calls I've been holding on for 40min.

They dont get back to online queries so I'm not sure why they even have that option.

I should move my accounts elsewhere.

Cannot get hold of Mweb tech support . Been on the line for 40 minutes waiting . Totally in acceptable. They need to contact me . [protected]

Ramindra Murugan
[protected]
Ramindra.[protected]@gmail.com

16 Mendoza dr, Herwood park, Umhlanga

I have ordered fibre, it was cancelled and submitted as a switch order. Now the installation is complete by vumatel. No router delivery or feedback.

Online profile is inactive. Unable to view order progress.

Bad service from call centre.

I left my number more that 10 times with no call back.

Please address urgently.

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]