MWEB.co.za
reviews and complaints

Dear MWEB

we have tried for the past 5 days to get our fibre line connected, and yet we try and try again and there is no progress on the matter.

Some History

I ordered a fibre line from MWEB on my account under P. Rebel [protected]). This was then cancelled as my wife required to complete the order so that she has proof of residence. My wife then spoke to the agent and it was confirmed that the order was placed and we could cancel the TELKOM fibre connection. order number for the fibre line in Michelle Rebel name is X10071107.

At the moment, the fibre ONT box is on and the router is on. We are now waiting for activation from MWEB.

MWEB (as well as Open Serve) have noted that there is a pending order on the line B130017579,and I have come to the conclusion that when my order was cancelled, it was not cancelled correctly within MWEB system and the Openserve system, hence the B130017579 having the block on it that an order is pending.

I contacted Openserve, and they very kindly gave me the information, as noted above.

So now it is MWEB who cannot resolve the issue with Openserve. This is totally unacceptable.

HOPEFULLY THIS EMAIL GETS TO SOMEONE WHO WILL TAKE ONERSHIP OF THIS ISSUE AND GET IT RESOLVED. AS OF NOW, THE MWEB NAME IS IN BAD SHAPE WITH US AND WE ARE FRUSTRATED. HOWEVER, IF THIS CONTINUES, THEN WE WILL PLACE THE COMPLAINT ON SOCIAL MEDIA AND LOOK TO MOVE TO ANOTHER ISP COMPANY.

Complaint: Intermittent wifi connection. Very unsatisfactory. Area HOEKWIL 6538, Western Cape. What is MWeb coverage for this area? Do I need to change to a different service provider? Cus no: [protected]. Cell: [protected] email: [protected]@yebo.co.za Please respond asap. MWEB tel lines have LONG waiting queues. Sent log in via the MWeb app but no response! I improved speed Dec 2021 & new TP-LINK router upgrade -still paying off. No fiber in this area. Are four-hour outages affecting the wifi connection? Router swithed on and off to re-connect but does not improve the connectivity. Please recommend something to keep the power on during load shedding for TV, cell phones and computer. We have been with yebo/mweb for many years. Thank you.

Regards, SM Matthews

I haven't had connectivity on my device since the first week in April 2023. I have tried on numerous occasions to reach out for technical support spending hundreds of rands on airtime due to the ridiculous waiting times. I've logged numerous queries on the App and eventually decided to just cut my losses and cancel my subscription of R529PM. I logged a query on the app, no luck. Tried calling again, nothing. Even approached sales staff doing activations and even that didn't help. Contacted MWeb via Facebook and there was some progress. A query was logged on my behalf and even reflected on my app. I was advised that my cancellation date would be 31/05/2023 and guess what?! Today, 01/06/2023 my account was debited yet again. Second time I pay full price for a service I can't even access.

Been waiting for my order 3 weeks now and no delivery been without home internet over a month all because they couldn't find the problem with my internet thus resulting in me cancelling and reordered but,looks like they can't even get a new order right.

Absolutely poor customer service,every call you wait over 45mins only to be told they're gonna escalate the issue which never happens.

I recently bought a mesh extender online and when they delivered the product , it does not switch on at all. Tried calling thier technical department and always being told that im caller number whoever and the call eventually gets cut with no assistance at all?

i cant be on the phone for 20 minutes and be cut off ? what about the airtime that im spending ? nothing is being resolved or anything

but when one calls the sales deparment the call gets answered in an instant ?

My name is Keagan Naidoo I have had wifi with Mweb since november last year. My bank account has been ever since been debited for the monthly payment until the end of april 2023 when for some reason Mweb was not debiting my account...the payment was just not going out of my account. So i made a eft payment to Mweb so i could have my wifi connected again & nothing. Its going to be a week now with no wifi despite me paying for it. I have proof of payment & they have sent me an invoice for payment made to them but have still not connected my wifi. I logged 2 complaints with them & sent my proof of invoice for payment twice to no avail. I am extremely unhappy since i made payment & dobt have my wifi connected. None of the email addresses work. When i call them i am put on hold forever which finishes my minutes & airtime. But still have not gotten hold of them & still dont have my wifi connected.

I ordered the LTe sim with a router. Since i received it, there is no connection whatsoever. I have loggen numerous queries via the app and Facebook. I even phoned in and the querie was forward to the technical department. The gentleman helping me was very kind and we somewhat determine that it is the location that is an issue.

I have spoken to a very tude guy called wayne and i was insisting that i return the whole package as it seems they cannot help me. I was told there no getting out of the contract which i dont even remember signing.

I have been trying to reach to MWEB for weeks to fix my router for weeks, since 17th of April 2023. I have been calling everyday as i used the fiber for work. My fiber has been giving issue since March 2023. Ref number: MWB23883946. I am frustrated. Then I requested to cancel my subscription which is another nightmare. Please MWEB if you see this Please contact me and cancel my subscription with you. Another provider need to assist but you have not realize my line

I initial had zoom fibre which I was paying R499, which then migrated to mweb and the billing changed to R599 without notifying me, and when I decided to cancel the service, however I was retained and advised if I take up a cheaper line with my mweb for R489, my last bill (R599) I will pay for the old line will be for April and that amount will be reimbursed to me or used for the new line, which was not done, I was also advised once the new line goes active the old line will be cancelled, which was also not done. When I received me billing for May it shows I will be billed R1527,11 which was incorrect and after calling in and speaking to a consultant, I was advised I should only pay around R400 for the new line after working it out and a credit was logged, however when I called back today the 18th to follow up on the credit, I was advised the credit is logged and I should pay around R500 plus when I explained it to the consultant he suggested to me I must update my banking details until the credit is approved and the query is rectified as what I explained to him was not logged, which is nonsense, it goes to show the consultants didnt listen my query and mweb is robbing the people, I have been trying to speak to a manager, however none of them wants to take the call or call me back, I have been calling on numerous occasion for this to be resloved and have to wait for more than 20 minutes to get hold of a consultant and still get no assistance, I have wasted more than R500 airtime trying to resolve this query and it is still not resloved

My router is faulty. I bought a new one from mweb. For the last week I tried to contact them to help me set up the new router. R150 airtime later i am still connected to the faulty one because they put me on hold everytime. They confirm my details and send me a OTP pin everytime but when the phone went dead nobody phoned back. I phoned 4 times in this week but are always over number 25 in the queue and can't afford to always just load airtime. Pls assist me because I am sitting with a faulty router, connected, and a new one as a white elephant.

Hi. I was a zoom client now they have moved to Fibre stream then to mweb. I received no notification about 3 increases in the past few months. I tried calling mweb for days now. My airtime is getting finished all the time cos I am been put to one consultant to the next. Very poor service and unqualified consultants are working at mweb. Contact me urgently other wise I will be forced to cancel my subscription. Contact [protected]

On 29 March 2023 I contacted MWeb to complain about the download speed of my LTE product. I was told that MTN would be contacted and the issue would be rectified within 24 to 72 hours. On 3 April 2023 I again contacted MWeb, as the problem had not been rectified, and after waiting for 30 minutes got through to an agent who said that she would escalate the problem. Well, guess what, I am still waiting. The case number is available on request.

I will not talk about the issue that I have had with MWeb since August 2022 where I complaind about not being able to download my VoIP call records. The engineers are so good they are still working on it, 7 months later.

I have been attempting to put one month's notice in to cancel my Mweb Fibre contract via the app which frequently crashes before I can send the notice. I am moving and need to cancel my fibre product with one month's notice. The app has not put my request through and the telephonic customer care line has also not worked once. Please assist me as soon as possible.

Account number: [protected]

Regards

Wilmien Rossouw (Username: [protected])

On 15 Feb I requested to move my line. After numerous call(where I had to hold the line for upto 25minutes just to speak to a consultant) mweb finally sent Vumatel service providers out on 08March 2023. Vumatel did the "installation" but didn't provide me with nay equipment. When I tried to connect the line after waiting on the call for over 30 minutes, I was told that Vumatel need to come out again. The call was logged on 09 February 2023, to date I haven't heard from Mweb or Vumatel.

After lodging complaints with mweb, I finally decided to cancel my contract and to date I'm still waiting for the cancellation form. I've called, emailed but to no avail. I eventually received an sms saying I owe them R2700. What a joke! Ive been paying for no service now I need to pay over 2k to cancel my contract with a useless service provoder.

On the 11th of march I applied for LTE sim the 13th of march I asked them to cancel my order mainly because of the Rica process and the lack of communication plus the double charge the whole week I beg them to cancel my order they keeps on asking for my order number I sent multiple times up until today my order is not cancel the sim and router will be delivered Friday

I have been in contact with Mweb since the 28/2/2023……. To move my fibre . I have done it online as they said and phoned them . I call them daily . Nobody bothers to give you correct answers. They keep you in the phone for hours and the problem is still not resolved. If they do not have a fibre in my area they must stop debiting me as I am unable to use the fibre from the old place. I call daily but monody knows what’s going on. It’s ridiculous how inefficient they are. It’s sick to thing they can daylight robbery people by debiting s and not providing a service . Can somebody please help resolve this frustrating issue. We work from home and have no internet connection

I am an existing MWEB customer.
MN Bisschoff
[protected]
I applied for a LTE Unit for my business.
ID & proof of address given to courier on arrival but was rejected and courier left.
I ONLY have my current MWEB invoice displaying my personal info including address, but was not accepted.
I have tried calling MWEB no LESS than 9 times, I get transferred from one to the next and NO ONE can assist me!
I have been on hold for 16 min & 49sec to which my call was finally answered.
I explained the detail & again was transferred to another idiot, only for her to drop the call after I explained the situation...
It is unacceptable!
Cancel my LTE order with IMMIDIATE affect.
Credit my account with the R269 for the SIMA RICA which I was charged for even though I have not received the unit or package...!
If I do not get a credit, then I will cancel the MWEB debit order until you contact me...!
It is pathetic that you are so quick to take a persons money, but DO NOT DELIVER THE SERVICE!
I will now go to a competitor for better service, when my MWEB agreement expires will I cancel my MWEB account too!
Contact me, if you do not understand the above.
[protected]

I've never experienced such poor service ANYWHERE or with ANYTHING before! Have made NUMEROUS Calls, complained for 3 weeks about not having FIBRE service, they keep on "escalating" my problem to MetroFibre, but ABSOLUTELY NOTHING gets sorted! I'm supposed to have a 100 Mbps line, but get between a couple of Kbps to 25 Mbps TOPS, if there is any connection at all! I phone their number, [protected], start off number 50 something in the queue, when after an hour holding on it gets to your turn, they CUT YOU OFF! I'm PAST FURIOUS AND FED-UP ALREADY! Comes time to pay, they charge you in full! TRULY DISGUSTED! My number is [protected] to check on my call history MWEB! Get back to me please!

Dear Sir/Madam

I am disappointed with Mweb, not in the fibre, but accessibility to speak face-to-face with reception and support staff.

The Corona pandemic is over and people, such as myself, wish to come into the Mweb head office and speak directly to people who could assist and not via telephone and wait for a lengthy period of time to get assistance.

Do not inform me that there are not enough personnel to assist. If so, then the CEO can come and address the situation.

My mother terminated her service with MWEB last year. I have sent them proof of termination. Just to sure, I have added a copy of the cancellation form to this complaint

I require the MWEB banking details to pay a certain amount on behalf of my mother. She is unable to walk due to surgery and cannot get access herself to the people to pay off an amount from her account,

I require the banking details as well as a contact person in the billing department to whom I may correspond directly with to confirm all information and transactions.

Witold Jakutowicz

We placed an order on 13/02/2023 for a new line.

We have received confirmation that the account is active and service is LIVE.

As can be seen below, we have already been billed for March.

The issues we are facing are:

- We received the router however the is no installation in the unit (ONT etc) have not been installed yet

- We have called almost daily since 23/02 as per the ref MWB23397970 however we have been told that this is an OpenServe issue as they are the installer. Should MWEB not provide us with better feedback as they are the ISP?

- We have been billed/debited an amount of R588.11 for a service that we have no access to. We require this amount to be refunded/credited.

Should we not receive any feedback, we will have no choice but to cancel this service.