MWEB.co.za
reviews and complaints

I have been trying to terminate my services with Mweb for more than a month now as I am in the UK. As of 31 March I do not require their services or the email address which I use. There is absolutely no means of emailing them or asking them to cancel a contract. The only facilities there are, are to help, upgrade or buy more services. If there is a way to cancel my contract electronically I would like to know. I started a process to cancel twice and it stopped functioning halfway through the process both times.

I have ordered portable wifi on 21st February with delivery of router and SIM card on the 23rd. Today on 25th still not activated. I spoke to Zoliswa Joost who said Telkom will activate automatically but cannot tell me when and said they are closed today. When asking for Supervisor, she could not get hold of him and I asked that he calls me back or else I have to cancel all my business with Mweb. Until now, no phone call received.

I am trying to get hold of MWEB to cancel a month to month LTE subscription which was taken out at the beginning of February 2023.

Contacted the customer care but you only get the music and the automated voice saying you are caller number so and so, how many call center agents do they have where you have to hold on for more than 30 minutes and still no luck to speak to anybody.

The LTE package is useless as we are a family of 4 and we can't use the wifi all at the same time, if more than 2 people connect than it kicks everybody out. I am working from home and need wifi to connect.

I decided after much struggle to rather get another 5G month to month contract with a different service provider.

I hope someone will come back to me to cancel this.

Thank you.

Trying to get a hold of someone is a nightmare. I had to spend over r200 in airtime to log my query only to be told that they can't assist me without a otp. When I set up my account I used my husband's phone number. He is currently away with work and he was not contactable. The call dropped as my airtime had run out. Back to the call que for me. After another excruciating 30 mins in the que I got a hold of someone who could now miraculously assist me without the otp. When my line was installed I spoke to the technicians and told them to install it inside my property as I live in a high risk area, they disagreed and now my wires has been cut. Been told this could cost me and additional r1700. I couldn't even log a complaint as the complaints team has the privilege of being off on weekends. Was told my fault could take 3-5 working days to get resolved so now not only am I out of pocket for the airtime, I may need to pay an additional fee and i'm losing wages as I work from home and as we all know, no work no pay. I am disgusted with the level of service that I have received I will be finding a new service provider as clearly no services were provided here!

I've always been very happy with my mweb service. Today, I'm just beyond pissed off

I called in for technical assistance with the installation of my new modem. Waited 25 min to get through from my mobile. Finally, I got through halfway through my call. I couldn't hear the tech anymore. He kept saying, "Can you hear me now?" After answering no several times, I lost my temper and said no matter how many times you ask, I still can't hear you. He could hear me. I asked him to call back and give him my landline number. He never called me back. That was 5 hours ago.

I called in to speak to a sales consultant and then asked to speak to technical. I was put on hold and told there were 26 people ahead of me. So another 25 min wait. So i put down the phone. I emailed [protected]@mweb.co.za and left an email asking for an urgent call back. It's been 8 hours and NOTHING! If you're this busy, at least have the decency to have a callback system where you call the client when they're 1st in line. So I'm now sitting with no Internet and no TV as I live stream for 8 hours now. &£#!^& I'M INCREDIBLY PISSED OFF still sitting with no results

FURTHER FEEDBACK

I'm trying to add a new product to my current contract with mweb.I sent them an email complaining about the poor service and saying I wanted to add a product. Sent this on Friday. No one has bothered to contact me it's Tuesday now. What a joke. It doesn't matter how good your Internet is. This service is unacceptable. I intend to search for a new provider. I'M DONE!

Here's the biggest joke while waiting for mweb to answer the phone. I searched for new service providers and found one who was cheaper and gave me better service.

Axxess, thank you for your great prices and brilliant service.

I've cancelled my mweb contract. I emailed 4 different departments, and 7 hours later, NOT A WORD. So tomorrow, once again, I'm going to be subjected to holding on a call forever to confirm that they've, in fact, cancelled my contract. I WILL NEVER DEAL WITH THEM AGAIN. I was with them for over 12 years.

MWEB YOU SUCK I think you're even worse than Telkom

Hi,

I live in Vaalpark Sasolburg. Used to have open serve at my previous adress with good coverage but ever since we moved to a different street and moved over to Vumatel, The coverage is disappointing. I dont understand why I have to pay double to have poor service. 50mbps doesnt help if its OFF every couple of days. Today , 13 February it went off at 6:30am and still off at 12:30pm.

On the website it shows a huge number of Vumatel sites are off and this makes me believe even more that Vumatel doesnt know what they are doing.

I really hope a trusted Company like MWEB can do something about this for me and obviously hundreds of other customers to get our money's worth out of the service.

Regards

We are unable to get hold of mweb fibre support people to fix our connection for last few hours as numbers given there are no answers . Zoom infrastructure checked n its not on their side n request we contact mweb for device setting checks on their side... we live in 18 gadwal road, merebank , Durban.

My name is Mr udeshkumar ramsundar

ID number is [protected]

Cell is [protected]

Please fix our connection urgently as mweb client

The last time we had internet was the 28 January has been off since, before that it was on for 15days out of the 31days of January. We have sent emails, calls and we are told a technician has been sent to see what the problem is.

At this point I am paying MWEB for vibes because I am not receiving what I paid for. They take their clients for granted and have complete disregard of how their gross incompetence is affecting us.

It is very unbecoming for a company like Mweb to be so negligent with service delivery

I took out a contract with Mweb for fibre late Dec 2022, the line was installed by Vumatel but never commissioned, it has never worked since inception and I get a bill for usage and installation, I deem this fraud as no service has ever been rendered , they also blatantly lie about sending out technicians when in fact nobody ever came to the house, I want to cancel my contract , they promise to do so but don’t…. Making sure I cannot go the opposition , I raised a query with ICASA but after a week have not had a response , I am at a wits end on how to move forward

I recently signed up for MWeb Fibre. The new sales section was VERY efficient to get me to sign up. I have since had the fibre installed to my home and have been waiting for days on end for MWEB to delivery my Router.

All calls to MWEB go unanswered, with the exception of new sales - which inevitably transfers me to another line which goes unanswered for 7 to 10 minutes before cutting off. I've tried to get hold of someone to assist and after my 7th attempt ended in futility, I GIVE UP.

Not getting anywhere with MWEB, I've even taken the trouble to contact the designated courier service which confirmed that NO ORDER is on their system against my application.

MWEB's online tracking tool also appears to be NOT updated, indicating that installation and activation has not yet started. To the contrary, the installation and activation had been completed some days ago.

This poor service and even poorer support infrastructure smacks of a marketing company and not a service provider.

My family is not even excited anymore about getting hooked up with fibre.

3rd February 2023... My wifi stopped working. After being 11th in the queue, my call was finally answered after 20 minutes. i then had to plug my laptop into my router, reboot my computer, so after a full hour, just as i pushed in the re-set button, i ran out of airtime. i had purchased more air time while on the call, however it still cut me off. my FULL month's air time used up for one phone call to mweb. since then, when i call, i am between 26 and 37 in the queue. who can spend R150 just to sit on hold. Mweb are pathetic, and i have no intention of staying with them. problem is that i will have to somehow get through to them to cancel my account, and thats going to cost what?. how DARE they be so properly unavailable... they are nothing more than the same thugs that run this country!

We logged a request to move the service to a new address over a week ago. We had the installation completed by open serve on saturday 28 Jan, and called Mweb to have this service activated on Saturday and sunday with no luck. on Monday 30th we were told activation would take 24 to 48hours, the consultant assured us she would log this request. Today we called again and were told that the request for activation was not logged. we have been holding on the line for over an hour with nobody answering the phone. This is unacceptable. We've had to buy data as we do not have internet services that we are already paying for.

Please resolve this matter urgently.

Lerato Maluleke [protected]

I have been trying to get hold of the billing apartment to speak to them about my account and the problem i have and send emails for someone to phone me because i cant get hold of them and my airtime bill was about 100 rand just to get no response.

Still after 2 weeks no one came back to me and still not got to make a arrangement regarding my account.

Bad service

Yesterday, 31 Jan 2023, our MWeb Fiber was installed, in our neighbour's house.

Unfortunately the technician can only do what he's told apparently.

I have been unable to contact Mweb, as their numbers don't get answered, their website and apps are completely useless and limited.

In addition you need a username and password to log in to the website, which we did not receive.

So, I now am paying n excess of R700 per onth per month for wifi in the front 1m corner of my lounge.

I have received my router on the 12th of January 2023, but to date I do not have internet connection, because we are still awaiting the installation of the fibre box. Every single day for the past 2 weeks I have been told that there is a ticket logged with Vumatel to come and install the fibre box, but every day I get told the same crappy story that Vumatel will contact us and that the matter has been escalated.

Eventually we contacted Vumatel ourselves and they asked for the ticket number from our ISP. Again I spoke to MWEB and they could not provide me with the ISP ticket number, because there was no ticket logged. The service is appalling, but they are still happy to deduct my debit order without having the service that I paid for.

I need MWEB to start helping me please, I own a house that has a granny flat on it, I had 2 separate lines installed on the property 5 years ago, I have been with Mweb provider for the past 5 years. My current tenants are on webAfrica, there internet stopped working on the 24th of December, so they called vuma technical out, now my mweb has some how been deactivated from vumatel and I am some how running of the webAfrica provider in my house, I did contact Mweb and put a complaint in to reactivate my account, but they said it's vumatel that must activate it, but at the same time vumatel needs to sort out the lines from house and flat as I cannot be reconnected and be on the flats provider, I need serious technical help sent out to my property to get this issue sorted out as I work from home and have been a loyal customer of MWEB for many years. I have also NEVER sent you's an email giving notice to DEACTIVATE my account , so how is this possible, as I have paid for the service each month, INCLUDING this month! After numerous REF numbers and phone calls to your technical support team, nothing has been done, then I got a ticket number from vumatel asking for a survey, when they came to my property to sort the issue out and LEFT sorting NOTHING out, they said they will get an Engineer from Vumatel to come out and nothing has been DONE, I have not heard anything from them or MWEB, that was over a week ago... vumatel ticket number 9680120, I cannot log a query on my mweb app either as it is now INACTIVE... and I have still not been Activated by MWEB or Vumatel.

MWEB REFERERENCE NUMBERS

REF: MWB22947348

REF: MWB22972575

REF: MWB22973123

REF: MWB23004287

As my service provider I'd like some feed back regarding this situation, feel free to contact me in my number below!

Regards Dereck Van zyl

Cel number : [protected]

My ID ‪[protected]‬

Dereck Van zyl

19 Transvaal street, Ravensklip, Boksburg

Hello

Order 8922332 - Heinrich de Klerk

I started the process on the 3rd Jan 2023, I've made daily calls to get some form of feedback. Every day the same - We have escalated it to Vumatel or we're waiting for feedback from Vumtel etc. I had a working fiber line. My understanding, the line should have release (Which did happen) and picked up by the new ISP with any delay.

This process is really the worst thing that could have happened to me moving into the new year.

My main concern is that there is no way to get hold of Vumatel to find out what is happening or get feedback. Mweb only give me the same feedback. Myself as the consumer has nothing to go with, no reference or something use against any of the parties that are involved with this fiber transfer.

Overall, just a very bad experience - can't recommend any mweb or Vumatel

Good Day I am sending this message with disappointment, I ordered a Router with an MTN sim card, and was delivered on the 8th of December 2022... but to this day have been trying to contact you to activate the sim card but to no avail or your office will contact me at the wrong time when there is no electricity and say they cannot activate if the router is off, please can you do something about this because I have wifi that is not working at all from Aupa Maloka... ID:[protected].. Simcard: [protected]

For the past 6 days (excl today) I have been complaining and trying to follow up with mweb as my speed is less than half of what i'm paying for.

I purchased a 200mb/200mb uncapped unthrottled package through mweb (metrofibre) that was running propperly, until the holidays started.

From around the 22nd my speed averaged out at 80mb/90mb.

I have disconnected everything and tested, bought a new cat6, done a reset on my router and even tried reaching mweb on their website and call various times.

No response.

I cannot believe the crap service I am getting.

(ps their call centre support is still on voicemail for the holidays up till the 3rd jan, and not changed - meaning their system has not been updated to do tech support now)

https://speedtest.mweb.co.za/results/index.php?id=10mtkl2&darkmode=false

Please help my account payment didn't go tru December so I make a payment on the mweb account number just to find out I can't that payment I must make payment with my capitec account so the first payment it's reflecting so can u refund me because was from a Absa account and I make payment yesterday from my account can't get hold of mweb I'm holding the line no reply my account number is [protected] and phone number is [protected] please assist