MWEB.co.za
reviews and complaints

I am Paying for 200mb up and down and suddenly get 20mb upload that is showing on my online profile as well.
Log a ticket and try to contact helpline which either cuts you off or just get send back to automated answer service.

Order was placed on the 7th of June today is the 2nd of July and we are still waiting. Anthea does not even return our calls. We have cancelled our service provider a month ago hoping to be connected by now and as at today we have spent a lot of money buying data for kids who are doing online lessons because MWEB has delayed connecting us.
Surely if MWEB cannot connect us it better to simply tell us and not waste any of our time. We cannot even work from home because we are not connected.

My internet fibre hasn't been working for the past two weeks, and I've called technical support multiple times but couldn't get help.

our mweb via vuma fibre keeps dropping out . this has been going on for month now.
We have three ticked no from vuma yet nobody has contacted us or solved the problem from mweb or vuma.Yet the tickets are closed. ie no 492601.
Mweb and Vuma have our contact detail yet no follow up or repairs effected.
The technical help center keeps telling us vuma will sort the problem yet nothing is done
The only thing working is the debit order ; delivering on the promised service is dismal. time to change.

Good day
I have made payment for my wifi and no just receiving 1 excuse after a another and after 1 week nothing at all no communication it is very very bad service and I'm very unhappy
C Potgieter
Idnr: [protected]
[protected]
[protected]@gmail.com
Username:
[protected]

Account number:
[protected]

After 20 days and 4 attemps to link open serve, no results. People of open serve fighting over who must do the job or complete it without helping me.
Keep on promise to resolve the problem. Mention and register the problem to M Web without resolving the problem.

hi, since the date of setup we have not used your services . the light on the router still flashes and we have no internet connection at all. i am getting quite annoyed as my next door neighbour had their connection the very same day... my setup was done on saturday and still we don't have any internet...VERY POOR SERVICE . I HAVE ALSO TRIED CALLING NUMEROUS OCCASIONS AND HAVE NOT GOT THROUGH... I HAVE PAID FOR A SERVICE THAT I DONT HAVE... I WILL TAKE THIS UP WITH THE OMBUDSMAN IF MY CONNECTION IS NOT SORTED OUT TODAY!

After payment and settlement of my account, i contacted MWEB on the 01/06/2021 and the 2 agents (Val and some guy) informed me that a confirmation of settlement letter will be sent in 24 hours. it has since been almost a week and i have not received anything. i have just gotten off the phone with a decent lady who advised me that she can see the letter shows pensing but she is unable to advise why it shows that. she has now said that i should call back withing another 24 hours and enquire with their billing department why there is a delay/ hol-up with my confirmation letter. i cannot make a application for a house because MWEB has not updated their system

Acc [protected]

Good day, I am helping my wife in South Africa from New Caledonia, as the connection to our house not done yet. We contacted Evotel to have a contract with Mweb, as we saw they were installing fibre near our house. Mweb said they will connect with Openserve as there is already a connection. Openserve came to our house and said the connection is not finished yet, and Mweb need to finish the hardwire connection first. We have already received the modum, but the fibre is not yet connected to our house, and the latest story is that either Openserve need to connect the fibre to an active link near our premisis, or they will swing it again to Evotel. This has now been dragging for close to 3 weeks with no connection in sight. we had the same issue with Vodacom and Openserve in Nov / Dec 2020, and eventually gave up after 2 months, and they collected their router. We would like to know what the status of our application is, and if there will be an connection eventually. please inform the status to my wife on the details provided on the above account number.

I have on 4 May 2021 ordered the VoIP once the new Fibre connection was done to my premises. On 11 May 2021 I have requested the porting of my Telkom number due to the fact that at the application of the VoIP there was no block to request the porting so I had to phone your sales division to get that done. This was done on 11 May 2021 and since then I have phone many times to obtain the needed application form for the porting. Yesterday alone I had to phone three times because every time they transfer me I get cut off or the line just die after I listen to the same message three times and none of the options is applicable to what I need done. The last time I spoke to a guy by the name of Graeme. After I indicated that I don't even have the service for a month and already I receive no service I want to cancel the entire deal with Mweb. He promise to find the form that was send to me on 11 May 2021 which I still haven't received and mail it to me. It is now a day later and still no form.

I just want to say if I don't receive the form by 15H00 today, 18 May 2021, I will cancel my entire fibre application and will not pay for the installation and the router. I will also claim damages due to this cancelation as I can't be with out and Internet connection.

Your urgent response will be appreciated.

My account number is 9006520.

Regards

Hi please can mweb look at this case ASAP Support Team with ticket reference number: MWB1775664 I need internet I'm an existing customer no one is responding to emails the is no number to call I'm working at home

1. 10h00 - Called MWeb on 2May21 - #6 in queue - spoke to Stephany to resolve - she told me everything was fine as far as she could see but that she would enquire and revert back.

2. 12h20, 2May21 still no response - called Mweb again - #26 in queue - spoke to Stephany again - ref. MWB17752936 - tells me nothing wrong at MWeb I must "Google" the number for Metrofibre and find out myself what is going on there! Unbelievable! I reminded her that my internet is down and she provided me with the number.

3. 12h30, 2May21 - called Metrofibre - Ivana (ref. [protected]) tells me everything on her end is "within specification" and that she has reprovisioned my account. She assures me the fault is not Metrofibre end and the problem is with MWeb side.

4. 13h00, 2May21 - called MWeb again - #16 in queue - ref. MWB17752936 & Metrofibre conact ref. 82334 - spoke to Stephany
- Total reset done one rooter renamed rooter user+pwd after back to original
- tested link direct from fibre box excluding rooter
- used 2x different user+pwd sets to make sure it is fibre/box related not user end

5. 13h25, 2May21 - called Metrofibre again - ref [protected] - Ivana has all stated ref numbers - declares that technicians do not work on Sundays and that I should not expect any action - could have told me this at the beginning! - tells me turnaround time is 3-4 days! - THIS IS COMPLETELY UNACCEPTABLE TO BE WITHOUT INTERNET THESE DAYS. - If this is part of the contract, this outage has never happened and I have certainly never consented to such long down times.

6. I am no longer content with such a poor service and I feel that I have been done in with this poor cover. Never heard of such a long outage and I expect to be compensated for the extra costs and loss of service incurred.

I have not had my fiber installed in my apartment and have been debited twice for it. VUMA incorrectly logged it as complete and active to mweb and cannot rectify this issue. April and May debit orders have come off and we sit with no wifi or line in my apartment. All that has been done for 3 months is it has been escalated and no one has gotten back to us to rectify the situation. They refuse to assist us at all.

My email address is [protected]@mweb.co.za . We received the fiber installation with the Vumatel and Mweb routers in early March. On 1 April things started to get desperate as we are now experiencing intermittent service on the current Telkom line. I managed to speak to a lady on 1 April that informed me that MWEB can't activate my system due to the absence of an OBJECT NUMBER. Since that day I phone or make contact with Vumatel through Whatsapp messages. They persist in informing me that the Object code was sent to Mweb. Whenever I manage to reach MWeb (after waiting and subjected to listen to the most atrocious elevator music for 34 minutes on average), I am informed constantly that they are still waiting for the Object code. Herewith the object code: 48575443617961A4 and VC-[protected]. If I have these numbers surely Mweb will also have it. I can't move this week but will be flying down to the Cape next week to ensure Mweb has it as well.

My parents live in western cape, pensioners and every time they had to phone mweb to follow up on delivery of router, router was not working so mweb collected it, and my parents canceled with mweb, now they want my parents to pay (for what?)and threatening to put them on credit bureau. Mweb should be ashamed. My parents experienced bad customer service and spent somuch prepaid airtime on mweb and if they asked mweb to call them back, mweb said they don't call back.

Im Natasha Macanda and I've repeatedly called MWEB in to find out what the status with the whole process of installation of fibre at my place. Initially no one could locate my unit which I found odd as the tenant before me has fibre connection. I spoke to someone named Parker that reassured me that everything will be in order. Parker didn't return my call as promised then another person named Yunus called me and said that he found my unit, that whoever I was speaking to previously was mistaken. He read me the terms and conditions, I was good to go. He told me I will have to wait 5-10 working days for my router and connection. Immediately after I thought everything was sorted out Parker called back saying that Yunus was mistaken and didn't do the right thing. He will fix it and call me back, and again he didn't call back. So, I called back just now and spoke to someone named Sizwe. He told me that he everything has been ordered, i asked to speak to Parker and he went on saying that speaking to him wouldn't make a difference. This person doesn't understand the frustration Im in because I had to even pay R1000 upfront for this fibre connection. I have been waiting for so long and calling MWEB back and forth. Something needs to be done or my money should be reimbursed so I can have a peace of mind because I don't understand what's going on.

My account (Account number: [protected]) is active since 12 April 2021, since that time I only manage to connect to the internet a couple of times, the router is on and my network/computer sees it, but when connecting it shows no internet available.
The fact that I am paying for a service and not getting what I am supposed to get is very annoying. Please do not send me a message with instructions on how to do the setup, send somebody to come and fix the system.
If I do not receive proper feedback and assistance you must come and remove the installation as this is unacceptable, and I am not prepared to pay for sub-standard service.
I need the system up and running ASAP to be able to do my work.

Have to pester them to get installation done.
Installation damage costed me more than installation cost.
Poor service - no one knows anything about anything - you get pushed from one department to the next
Then you get told MAYBE someone will call you back
Supposedly faster speed- was very very slow
Needed an extender - they couldn't help me, couldn't recommend anyone who could help
Said ‘wasn't their problem'
Eventually the manager admitted that they offer just a service - not a value added one

Avoid mweb!

On 01/04/2021, I received notification that Order No. X6170237 was placed with Openserve. Tracking the process I received the following message: "A delay has occurred with your order. We are working with Openserve to resolve and will keep you updated via SMS". Unfortunately, the wrong address was entered. Please cancel the request.

On the 4th of March I placed an order for MWEB's promotion of 25mbps up and down for 499 uncapped unthrottled. I received a call to say they could pin my address and could I please send a copy of the municipal bill. I did so and also sent them a screen shot of my checking my coverage on the open-source website. I received my order number on the 4th with details to create my login to my mweb account. I went and completed all the necessary and started tracking my order. The next day I saw that my order had reached the received and being processed section for the Fibre and the order placed with the courier for the router. The following week the installers came to my next door neighbour's and while they were there they said they would install fir us to to avoid having to dig up the driveway twice. They told me they needed an A and B number to come back and activate the line. I tried without success to contact mweb... Sent emails, Facebook messenger messages and tried to call but could not get through to a single person to assist me. This morning I received a message that my order had been put on hold due to problems with infrastructure installations... But it's all installed on my side, it just needs to be activated but I cannot get through to someone who can help me... It's rediculous. If I have not heard from nweb by the end of business on Monday I am going to assume me order has bedn canceled and I will move onto another service provider to assist me. My contact number is [protected].