MWEB.co.za
reviews and complaints

Good day. i am very frustrated with MWeb. you guys when you want money you are fast to assist but your service is pathetic. it's been 2 days with no Wi-Fi and no service what's so ever. what ****es me off is the fact that my Wi-Fi after every 2 weeks is off for a day or 2 days with no indication as to why, firstly you guys say it's the router, then you say if we send a tech team out from Vodacom you will charge me i am really upset with this service. please can you assist me with my request. i need my Wi-Fi restored now not tomorrow today. my contact number is ********** -Omar Goolam Mahomed. if I am not restored today, please cancel my contract with immediate effect.

Activation delay

I called in on the 23rd of Dec enquiring about the activation of LTE MTN which was delivered on the 9th of Dec,sim card and IMEI number was provided to the consultant,till this day the LTE remains unactive,i called in today AGAIN i was made to wait on the line for 30minutes until i hanged up,no feedback was received,i am very disappointed on Mweb being a 1st time customer,i would to cancel the whole thing and look for services else where.

On Thursday the 15th of December our Fibre was struck by lightning. Despite several calls and one Technician coming out to "fix" it our Fibre is still not working a week later. Empty promises of escalating the complaint has fallen on deaf ears and in the meantime the two businesses I run from home have had no connectivity but apparently that is of no concern to them only collecting the full subscription fees despite not providing any service.

I have a 25 mg fibre line but it keeps buffering and stalling. Been going on for w while . Fibre line is with open serve. Technical support is not helpful and keep asking me to log directly into the fibre line. Surely MWEB should send a technician to figure this out instead of passing the buck. I am ready o change my ISP. I pay almost R700 monthly for bad service.

We have been really frustrated with M Web. It is next to impossible to resolve issues with them. The only way to contact them is by phone (they have no e - mail address for complaints). Even though they have offices according to the internet, when you get to the building with their name written in big bold letters, you are told that they only operate online now (then please change that info on the internet!) When you contact them by phone you have to jump through lots of hoops to get to an operator. When you explain your problem to them, you get cut off, just to have to go through the whole process again explaining your problem to yet another operator. All promising to resolve the issue with nothing happening for months! Our problem is that we changed addresses and have repeatedly tried to get them to help with the installation at the new location without any success. In the mean while they still charge us monthly for internet even though we are receiving non. This problem has persisted through the whole of October and November. It would help a lot if they could just have offices again so that you can actually go in and resolve an issue with one person in stead of having to call all the time, speaking to a different person every time and nothing being resolved.

Good evening. I have a product with you and you debit on a monthly basis on the 20th. You didn't debit for this month and it's actually NOT the first time you have done this!

I have been trying to get a hold of you but in vain. I just cannot get a hold of you!

Your call center is a problem! You've blocked my account and it's all because you breeches your own contract!

Fix this before I go to my lawyers. I'm tired

They installed my fiber the 21 of October the girl that helped me was supposed to make the debit date for the 25the and she made it for the 21st...im very unhappy with y'all service aswell if we call the call center then they leave us on hold ..i even contacted the people that did arrangements with my installation and they just read my messages without replying

I have applied for a fibre a montha go, at first the order took weeks to be processed and from then after several calls it was sorted out and now it have been installed but yet it is faulty and cant be activated.

I call nearly everyday asking them to come fix this issue as my life is now stuck but they havent provided me with the solution till date.

I am highly disaapointed with the service i am receiving from them

Brackendowns ext 5 has been with internet service for the past 2 weeks and Mwebb has been sorely lacking in contacting us or giving us feedback on the estimated time of services being reinstated. Monies for the service has been billed already and there has been no communication from this service provider. I am seriously considering changing service providers as other service providers in the area have been keeping their clients updated and even resolved the issue in some areas.

I discovered that I had been billed for November even though I had terminated my contract with Mweb due to irregular and suspicious billing practices.

To begin, when I activated my account, I was billed for a whole month for three days of usage, and when I inquired, mWeb behaved as if they were correcting the problem.

They eventually sent me an updated statement that read "R365" instead of "R265." I didn't take any of their equipment because I already had my own equipment, such as a router and cables. When I questioned this, Mweb responded by sending me another invoice in less than 20 days of the very same month, and the invoice had now ballooned to +/- R600 and some change.

When I inquired about this, they informed me that they are now charging a month in advance, which I was not informed of at the outset, nor was I given any warning about this retaliatory move in response to my initial complaint that they were overcharging me for three days of internet use.

I further explained to them that I would not pay anything until my statement is adjusted accordingly.

When I chose not to continue with this service, they charged me an additional R674 for contract termination. which is essentially me declaring that I refuse to be duped by Mweb.

First and foremost, I would want to stress that I am not afraid of Mweb and am more than willing to immediately go to court over this. Second, I will not be paying Mweb any money.

T

Please see below.

From: John Walton

Sent: Monday, 31 October 2022 16:17

To: '[protected]@mweb.com'

Cc: 'protea99'

Subject: FW: Ticket MWB22063602 - RE: Split for 31/10/22 : Ticket MWB22063602 - RE: Please confirm : Ticket MWB22063602 - Fwd: Ticket MWB22063602 - FW: Ticket MWB22063602 - Change of Ownership Knysna Fibre Product

Hello,

When I originally requested the transfer of ownership I was explicit in my instructions that there was to be a seamless handover to the new owner.

I specifically noted that the Fibre Box and Router needed to be physically moved upstairs so as to provide signal to the whole house.

I further requested that the move be done on Friday 28 October to facilitate the smooth transition.

It transpired today that Octotel had not been informed of the need to move the Fibre Box and Router.

Kindly check the recordings of my original phone calls to verify this all. My use of language is precise and I did not expect this poor level of service.

I phoned your technical team this morning 45 minutes of calls from my cellphone) and after a fairly lengthy exchange was promised a ticket number via sms. This has yet to be provided hours later.

This is NOT the level of service I am used to receiving from your company.

Kindly escalate this as high as it needs to go to ensure that OCTOTEL facilitates the move of the equipment tomorrow (Tuesday 1 November).

I am embarrassed because I assured the new owner (Mrs. Roberts-Snyman [protected]) that all logistics had been arranged.

I trust you will ensure that matters are speedily resolved.

Kind regards,



John Walton

Musical Director

Cinemagic Scoring

+[protected]

[protected]@cinemagicscoring.com

www.cinemagicscoring.com

From: Mweb

Sent: Friday, 28 October 2022 12:44

To: John Walton

Subject: Re: Ticket MWB22063602 - RE: Split for 31/10/22 : Ticket MWB22063602 - RE: Please confirm : Ticket MWB22063602 - Fwd: Ticket MWB22063602 - FW: Ticket MWB22063602 - Change of Ownership Knysna Fibre Product

Good day

Thank you for your reply.

It would be best to attend to the split first for 31/10/22 as per your request.

Thereafter the new owner can contact our Sales Team on [protected] (8am-7pm) for assistance on moving the ONT as there are costs involved and they would have to provide her with a quote.

We will confirm on 31/10/22 once the split is completed. Please remember to download all emails as there will be down time as advised previously.

We are super excited to announce that the new Mweb App has arrived!

Download the App now and manage your account, products, receive communication and MORE directly from your mobile device!

Available on Google Play Store :

https://bit.ly/3PO5xqg

Huawei App Gallery: https://bit.ly/3AHHPaV

Apple App Store: https://apple.co/3PP1WIo

Regards

Nawaal Collins

Mweb

www.mweb.co.za

------------- Original Message --------------

From: John Walton [[protected]@icloud.com]

To: [protected]@mweb.com

Cc: 'protea99' [[protected]@yahoo.com]

Date: 10/Oct/2022 11:01:09

Subject: RE: Split for 31/10/22 : Ticket MWB22063602 - RE: Please confirm : Ticket MWB22063602 - Fwd: Ticket MWB22063602 - FW: Ticket MWB22063602 - Change of Ownership Knysna Fibre Product

Hello,

Yishu (Jane) Roberts - the new owner as from 1 November - has requested that

the fibre point be moved to her main living room. I estimated this to

involve a splice and extra 10 meters of fibre, but the technicians can work

it out more accurately.

Please arrange with Octotel that this work be carried out on Friday 28

October and naturally any expense incurred will be for her account. Jane's

(Yishu) phone number is [protected] and I have cc'd her in this email.

Please confirm that this is in order.

Kind regards,

John Walton

Since 1997 our company has been paying Mweb (migrated from Iafrica to Mweb). We've been trying for almost a year to cancel this contract. We were successful in removing the company's banking details June 2022. One of our directors are now receiving sms' threatening to blacklist the account holder, even though they can't tell us who the account holder is and only the account holder can cancel the contract.

We've just received an email stating: "Kindly be advised that we cannot provide you with an agreement/contract for Account Id: 2527250 as the account has been active since 1997, and the service was migrated over to Mweb from Iafrica." If this is the case, you illegally took money from our account and we should be refunded.

I applied for a fiber to home with mweb. on the 20th October 2022 A sales person by the name Kegan phoned me to do the step by step over the phone contract for a pakage 25 Up 10 down for R369-00. He Confirmed all the details and my order was proccesed. They emailed me a account number so that I can track my order.

The very next day I got an sms from mweb stating that my order was canceled due coverage. The sales person checked online and confirmed that there is coverage before he continued with my order. Mweb could have at least phoned me and make me another offer. I have left a meassage with Jodi to ask Kegan to give me a call so that we solve the problem. Now I have already canceled with my previous fiber supplier. Not happy at all. Kegan never phoned back.

😡😡😡😡😡😡

Good day me and my wife have been calling and messaging with no luck at all this is so disappointing we paid n r1000 and it's two weeks we've been waiting for our router we are out of options now because they keep saying they going to call back but don't call at all can you please help us.

Kind regards

Luciano Mcpherson

Order number: X8252965

Reference: CVXIS214005

I signed up for a 25/25 speed line for R499 per month. You have since dropped that without communicating with me to 25/10.

Over the past few weeks i have tested the line and it gives me 15 /4 and on the odd occasion it might get to 18 / 7 but no where near 25/10 .

If this is your fault please rectify it or i will find a company that is more reliable.

Peter Turton

[protected]

Good day Mweb, I write this letter out of utter frustration and the utmost anger and frankly, shock at the non-existing levels of service received from literally every single person I have spoken to at MWEB this whole week!

My elderly Mom, 79, has recently moved into a new home in Mountain view, Pretoria, where cell phone signal isn't very strong. And so finally, she decided to get fibre for her home, so unfortunately she contacted Mweb. At first, probably because it was a new sale, everyone was very keen to assist her, to sign her up, but thereafter, everything typically went to pot.

The dismal state of affairs in South Africa is directly reflected through your non-existent service levels, Mweb.

On Monday, 3 October 2022 her fibre was installed by Metro Fibre, with no problem, and she was told (by them)that she had to inform Mweb once they were done, which she duly did, although not easily, since she dialled both Tech support and Sales, only to hear ‘the number does not exist’! I had to make calls on her behalf and she also asked others to assist her herewith.

She then found out that she required a router and after a long and arduous mission to finally get the message through to Mweb, the router was finally delivered only on Thursday, 6 October 2022, therefore another 4 days later after fibre was installed . Already, the picture forming about MWeb was not rosy…

Then the whole thing needed activation of course, and this is where things got really ugly. Because she had used all her airtime calling MWEB all week, I jumped in again to try and help her, calling on her behalf. Naturally, MWEB gave me the run around, by telling me only the account holder could make arrangements and others telling me it was fine that I was calling! And so forth. The left hand doesn’t seem to know what the right is doing…

If I say I had made over 10 calls to MWEB this week, that would not be an exaggeration. Last night, finally, I got through to Activations and sat with them telling them which lights on the fibre router was flashing, were on or off and so forth. Finally, I was told activation was done and she would receive an SMS with her login details within 2-4 hours!

Needless to say, here we are, still no SMS received, another 5 phone calls later, only to NOW be told that the service is NOT yet active. I was told by Themba and Paleso (unclear name) that they would both call my mom to assist, and both have not called her - it is now 12 noon, Friday 7 October 2022 - we started this at 9am...

Update – Someone called my Mom, and simply gave her her MWEB login details (for her Mweb account - logins that she already received on Day 1)

He did not mention the fact that her service was not active yet, he did not offer any explanations, and giving her those details were utterly nonsensical as we have all of that, so what was the point? Platitudes?

Your service, (or I should ask, what service?) leaves a LOT to be desired. This is truly unacceptable and frankly, in all her years on this earth, 79, she has never come across worse service from any other service provider and in my book, that says a lot!

I would expect MWEB to make reparations somehow, or at least, allow her to cancel this atrocious service, so that she may find a company that is actually worthwhile and that appreciates her business, because clearly that is NOT MWEB!

You are welcome to contact me, or her should you need more details, since she documented all the phone calls made during the week!

Thank you

I have an existing MTN contract with Mweb which is not working currently. I called their technical support numerous times to no avail.

This issue is still not resolved

Now I requested an upgrade/ migration to fibre which nobody keeps you updated. Their online platform doesn't inform you of the reason for the delay. Nobody calls to let you know either. Their is no urgency whatsoever.

I called their sales team to follow up only to find out that they need a proof of residence.

Our fibre service provider is mweb and our are is managed by Metro Fibre. The fibre has been down for a week now and I've repeatedly logged tickets with Mweb. Their responses are stupid slow and when they do respond it is just a useless "known outage" and zero info on what the issue is or how long it will take to rectify. I have further also tried phoning technical support and they also "logged a ticket" but have no information on the issue.

With Link Africa we never had any issues. Now since metro fibre has taken over the area, we have ongoing issues and now this latest issue is taking forever to resolve with absolutly no information on whats going on.

Mweb has also been pathetic with their support on the issue.

Hi, my internet has been down for 15 days now, that's half a month and I have been getting no updates, no calls on the situation. I've logged a fault with mweb and was initially told that they have sent this to Vodacom, I've got my ref number. Was told to wait around 48 hours for an update. Nothing

I then called Vodacom to check on their side, they just tell me they escalating it. After a few days I called, they said it's been sent to the Nokia department, and they will escalate again

Escalating has happend only, but no update

Once, a lady even told me she's getting me feedback the same day at 12 but I never got that call

Lastly, I called mweb and they had told me not to contact Vodacom and that they are handling it with them. I cannot expect to get any update unless 7 working days has passed, now why wasn't I been told about this? Anyway I waited for 7 days

Still nobody has contacted me, and I don't even know what's the fault as yet. This is absolutely frustrating, running a home business and having a home student, this is having me run at a loss

Keep in mind this month was already paid for in advanced debit order and the internet hasn't even been used

Pathetic service having us to wait this long with no help whatsoever

Requested for move request end July for move on 1 September, no updates nothing, then when i started f/up I was given the run around & until today no manager bothered to phone me back. Multiple calls to various people and multiple escalations or so they claimed.

I don't know how its ok to hold on for 20 tot 25 minutes before anyone even picks up, then you explain, just to get another scripted apology and an empty promise.

Its 9th Sept, still no final solution, making empty promises and blaming Vodacom but its as clear as day, they dont care and the staff is incompetent and claim a manager cannot be called, but o dear, they promise to ask a manager to call with no luck. Every person tells a different story and makes another promise that won't be kept. Feels like i have to jump through hoops of hell to get the damn fiber line sorted. In 2022! Unacceptable and I hope they close their doors necause they have no control over their staff or service delivery. They suck. And im an existing customer! Khanyisile, Daniqua, Themba, Ameeera, Amanda, all of you including your supposed managers don't deserve to be employed. How is it not possible in 2022 to pick up a phone and find out why someone is not doing what they should?

This will go to Facebook and Hello Peter