MWEB.co.za
reviews and complaints

I am a current mwb user, my current package of 100m upload and 100m download, I do not receive coverage in my home, firstly I was advised to purchase my own router, then an extender, after 2 hours and once again being advised to upgrade and so I did, in that vumatel would move my box, and also I would receive a different router to accommodate the new package. Today my internet is down, I am informed that I will not be receiving my router as I am a current mweb user, that package is only for non mweb users. After 5 calls yesterday and 3 calls today, being put through to every department, I still don't have internet due to vumatel upgrading my package, the call gets put down when I enquire on the service.
When upgrading I was informed that vumatel will contact me and advise of the modem and also the range, after clicking on the upgrade, I now am informed there is nothing they can do as I am a mweb subscriber and therefore I do not qualify, however I still do not have any information from mweb/vumatel as to why I do not qualify? Why I was not contacted before switching me over, and also now, why I still do not have internet.

I am appalled at the poor service, I have been with mweb for more than 10 years, and cannot believe they treat a valued customer in this regard.

Order No. X5600437
Uncapped 10Mbps Fibre Lite - Openserve
14/08/2020

still no internet (worked for 2 weeks), mweb keep billing and there are no attempts to resolve the issue

We will approach ICASA and ISPA to lay formal complaints

My mail server locks out because MWEB decide to lock all persons out who still have the old seven digit password, no warning, no email.

Then you call customer service and wait for like over 20 minutes to be helped, MWEB does not offer a call / toll free number so calling from a cell phone can get expensive.
One would think in 2020 Mweb would have a data number so that persons calling can use their home wifi.
Once the operator comes on line, she does not offer to call you back, all call costs are for the client.
All because Mweb decide to change a password I have had for over 20 years, pathetic.
Its time to look for another service provider.

Account number 56807787

Can a functional person call me at [protected] URGENTLY, Ive had 3 technicians at my home an today I have given the full story to 4 different agents all of whom said I must hold on and xfered me in line.

Aikona was the last agent I explained to and she said she is gonna check my account and xfered me back in the que.

Mweb have shown me that you are not contactable unless you have a technical problem that team seems to respond very quickly, but your sales team is not doing their work, and please should anyone be nice enough to call me do not bring up terms and conditions now, up well past that stage

I eagerly wait for a call.

Kashiefa Price

I have never come a cross a company so useless and difficult to get hold of but suppose they are going the same way as all south African government run departments they just do not care. Moved house and applied to move our fiber over 2 weeks ago but nothing has happened. When you try to get hold of them it is impossible. Would be nice if someone from mwed would do there jobs.

Since mid october 2020, emails dont send or arrive cel phone
Shows them but I wait sometimes 4hrs before it comes to laptop using the modem. Telkom is government owned & part of the problem; they keep charging customers who cant drop their contract unless they pay to cancel their contract.. We continue to pay and telkom/mweb doesnt give service. Stay away from both of these companies.

From: Oliver Marais
Sent: Monday, 19 October 2020 15:08
To: MWEB Password Team ; docs@mweb.com ; MWEB Technical Support
Subject: Re: Ticket MWB15838978 - Re: Documentation requested

You know what. Your service sucks! How difficult can it be to amend the cell number and delivery address. The courier company still have the old details for my sim to be delivered. I have sent several emails, made several calls for this to be done... But nothing. Was promised call backs but nothing. Please provide me with an escalation email address. I need my sim card asap as I am working from home. If i'm not getting positive feedback today I will complain about this poor service on external websites.

Regards
Oliver Marais

We moved. I sent an email to [protected]@mweb.com.
2 days later no response. I call their call center and they still haven't corrected my mobile number to the correct mobile number. Meaning I cannot get a sms with a Pincode.
Very frustrating - calling customer care - holding on line for over 30 minutes no answer.
087 no and 021 no's called.
My Acc # - [protected]

MWeb fibre. My fibre was of nearly the whole day yesterday. Today it is irregular as was the last couple of days. When it is up the speed is fine. I watch TV over my line and it is more off then on. Is there any place i can report this to as i cannot continue with bad service like this.

There was an outage with mweb in our area friday the 2nd of october in linmeyer.
We still had to internet connection the following tuesday and I contacted mweb technical support and was advised that the outage issues had been resolved and that a team will have to come to our premises and investigate the reason for no internet connection.

I followed up again last friday the 9th of october. at this point I have still not heard back from mweb and my problem was still not resolved. again, I was told that my complaint will be escalated further and the urgency will be brought to their attention.

Now, I am going for a second week without my internet connection.
I have phoned for a 3rd time today! still the same story, oh there is a note on your system, your team will request feedback from the service provider. this is sickening that there's no urgency coming from mweb.
Just one big screw you telephone call after another.

During this covid nonsense most people have been relying on being able to work remotely from their homes and earn a livelihood. mweb does not give a damn about my livelihood or that of my family!

I am beyond disgusted with this pathetic service for which I have already paid for by the way! and have never missed a payment either!

Mweb is robbing me of my livelihood. I haven't been able to work from home, nor has my husband been able to run his business. we also solely rely on our internet as means of entertainment for our family.

To what great lengths must I go to obtain some customer service and have my problem resolved? should I also revert to social media and make it known what a pathetic brand I have to deal with.

Your service is as disgusting as that of the anc government.

I expect my internet issues to be resolved immediately, or I will keep escalating this and become an irritant to mweb until I get a shred of joy and have my internet resolved.

On the 2nd of June 2020 I ordered the Mitchells Fibre and paid the R399 I received a voucher number as I was unable to redeem it as it gave me an error I called in and was told I can only redeem once ive been installed I need to wait 7 - 14 days for a call for Installation which never happened I have been back and forth calling all the time since then on the 10th September when I called I was told it was now vuma reach and I must reorder which I did the lady said they will track the R399 I had already paid and never been able to redeem to process this order which never happened... I then requested call backs which eventually on the 25th September ar 15h10 Waseema called me and told me that she is once again going to escalate the matter after I told her I need this Fibre Installed asap as im about to loose my job as I need to work from home even if it meant I needed to pay the R399 again she said no she is exlscalating it... on the 29th September I called in again as I had heard nothinh back yet and spoke to Patrick at 15h36 he informed me he will let a manager call me back in 15- 20 minutes which never happened... I requested a call back again and no1 called back... on the 01st October I called in again and spoke to Roslyn she assured me that Ayesha Abrahams her manager would call me back which once again never happened... I requested several more call backs and still no1 has callef me back I called in again on the 02nd October at 14h35 and had them put me through to the retentions departmant where Brent assured me my order and everything would be cancelled in 24 hours so that I am able to move to a different isp as I have had no joy with mweb... I called in again on the 05th October and the lady said the request had been put through it takes 48 hours npw again up untill now its the 8th October nothing has been done about my request its been 4 months of bad service and endless calls and got nothing resolved so I am begging here can this order please be cancelled so I am able to apply at a other isp so that I can work from home before loosing my job

Regards
Nuraan Losper
[protected]

Good day

Octotel installed the 1st of October and Mweb had the router delivered on the 2nd of October which was amazingly fast. I have managed to get the internet working on the evening of the 2nd with the help of your technical online team.
However, since I have been connected, which has not been two full days yet, the internet connection has not been stable at all. In fact I am paying for a 30 up and 30 down line which is performing far worse than the Vodacom 10Mbps line which I had before.

If this service is going to be this unstable where I can't even complete an online banking transaction without it bombing out - then I would like to cancel this service. I cannot work like this. I am paying for a faster line so that I can do work more effectively and faster but I have been extremely frustrated with this internet the last two days.

If there is a simple solution to this problem please let me know. It is not a peak hour vs quiet hour problem as I have tried all hours of the day and night and same story. When I check the internet speed online it jumps from 23 to 1 then again to 14 then up and down - never stable.

I really hope there is a solution to this as I am so disappointed in this service. I sincerely hope this is not false advertising to simply get people to subscribe. I work in media and rely heavily on the internet for my work.

PLEASE let me know what the solution is.

Hi there

My account number is [protected]

Please stop closing my queries.
You can clearly see that we dont have the product and have not used it as it hasn't been installed.

Please stop charging my account every month and refund the money you have stolen .

As of October 1st you've taken R1300
I want this money back or I will be forced to take legal action.

I have called, emailed, facebook messaged, used the App

REFUND THE MONEY IMMEDIATELY

CHRIS
[protected]

I require the urgent assistance of a senior person at Mweb as currently the people we dealing with are rather average.

The location of my business was once upon a time a "residential premises", it has for the past several years become a "commercial premises" and therefore the address has changed.

Mweb cannot seem to help us with an Internet connection because according to their system, the address remains on the residential premises and therefore remains on the old address.

No one seems to want to assist us with the fibre installation, no one cares!

Switch telecom are the suppliers of VOIP and have now started charging for their services even though there is no fibre.

Can Mweb please assist! URGENTLY. Your "service" has been shocking!

Allen van der Linde cell: [protected]
I have cancelled Telkom line and I will soon be without internet. I have phoned many times. Bookings have been made but no one has contacted me or arrived to install

I want to change my contact details for billing. My otp is sent to redundant cell nr. So I don't have access. I have phoned, emailed since 1 september and nobody is coming back to me. None of the numbers or email addresses available on the web work. This is pathetic service! My mailbox is almost full and I cannot get access.

Mweb Fibre was fitted at my residence 3 weeks ago and the installation is still not done, despite calling daily for a minimum of 30mins and talking to all the agents for work for Mweb. Still no joy! Mweb blaming Vuma Fibre and vice versa... A total mess!

I am trying to cancel with them since wednesday the 9th at 14pm. After waiting 30 minutes for someone to answer and wasting r100 for the day.
The person tells me I have to wait 24 to 48 hours. Today is friday the 11th and I wasted another r100 airtime trying to get through to them. Everytime someone answer they keep putting me through to the next person. The last person actually told me to hold on and then sent me back to the options section.
And to end it all I am on mitchells fibre.

Mweb's customer service has been absolutely disgusting. We recently moved to a different home and requested for our line to be transferred. It was arranged and scheduled but on the day no one showed up. We tried to contact them for over a week. When we eventually got through we were transferred 8 times and after 55 minutes we gave up. We tried again the next week and immediately told the agent we were very unhappy with the service and warned them that we want immediate help. We were then transferred and the line was cut. Eventually after waiting for 2 week we eventually got the line installed, only to have the connection go dead less that a week later. We again struggled to contact them and every time we spoke to an agent they informed us that the whole area was down and that they were working on it. We explained that all our neighbours still had connection and they too were with Mweb. Eventually someone at Mweb listened to us on the 4th call and said they will take up to 10 days. Not only has their customer support been incredibly rude, their support for a client that has been with them for over 10 years was way below the minimum expectation. I will not recommend Mweb to anyone based on my experience.

In order to update or have full access to an MWEB account you need to have an OTP sent to the registered phone number. The phone number registered on my account is not correct. If I try contact MWEB you need this phone number for an OTP to be sent so that you can speak to a consultant on the phone. If you dont then you get put on hold forever. I want to know how to update my phone number details without having the phone number, or at least some way to speak to a human on the phone to assist with this.