MWEB.co.za
Reviews and Complaints

I strongly feel that some MWeb employees should not receive salaries as it undoubtedly appears that they really don't care about their clients. There is absolutely NO client service!

On the 19th of July 2018 shortly after 12:00 as per appointment Mr Elmar Stoffels, one of the field sales agents of MWeb, visited myself and my Personal Assistant, Mr Herschelle Vries, at my offices/residence in Chrismar, Bellville to explain the much advertised fibre package. A few days later, namely on the 25th of July, I signed a contract for the 20/20 uncapped fibre package explicitly (clearly) requesting on the form that they should notify me WHEN the first debit order would take place. This was also mentioned to Elmar when he explained the process to us (Herschelle and myself).

At 19:00 on the 8th of October a pro rata amount of R839.10 was debited from my account. This placed me in an invidious position as almost this whole amount was reserved for another urgent matter.

During the meeting on the 19th of July we had with Elmar, he never mentioned that immediately after the activation of the service by MWeb a pro rata amount for the month ahead would be deducted from my bank account.

Furthermore, I have documentary proof that I signed for the package of R909.00 per month, NOT for R929.00 as I was invoiced later.

The next morning, i.e., on the 9th of October Herschelle called the MWeb call centre to find out why my account had been debited without my knowledge. He spoke to two different call centre agents who explained to him that this was standard practice of the company to deduct an amount soon after one's service has been activated. This was news to us!

The second call centre agent Herschelle spoke to by the name of Nirvana in the Sales Support Department explained to him that she would put through a request for Mr Elmar Stoffels to make contact with me so that I could try and clear this matter up with him.

After Herschelle had ended the call with MWeb I instructed him to get in contact with Mr Elmar Stoffels to discuss this matter further with him. Until this time, every time that we tried to get hold of Elmar he either took our call or returned it almost immediately, but now - because of his messing up?! - after numerous attempts by Herschelle to get a hold of him, Elmar finally took the call. Herschelle explained the situation and my anger to Elmar stressing the fact that an amount of R839.10 had been debited without my prior knowledge from my account. He enquired from him why we had not previously been informed that this would be happening. Surely Elmar should have mentioned this. Also, on the signed Fibre Application form there is an express request that I should be notified BEFORE the first debit order were to be effected.

Elmar told Herschelle basically the same thing that the call centre agents had already disclosed to us, that this is standard practice of the company to debit an amount after the activation. He nonchalantly said that there was nothing that he could really do with regards to the fact that the money was now gone out of my bank account without my prior knowledge. He also did not provide any explanation as to why he did not disclose this information to us (Herschelle and me) during our meeting on the 19th of July.

Herschelle then contacted MWeb again on the same day (i.e., the 9th of October) and spoke to an agent by the name of Rafikah. He explained to her everything in detail regarding this matter and what had transpired between him and the phone call to Mr Elmar Stoffels. She then asked Herschelle if he would want to speak to the supervisor of Elmar. He agreed. When Rafikah tried to transfer the call to the supervisor the call was cut off. Herschelle phoned back again and spoke to the exact agent again where she this time advised him to log onto the MWeb webpage to leave a complaint there. Herschelle did exactly that: he provided them with all details.

The following day (i.e. the 10th of October) on the MWeb webpage we received a reply from MWeb informing us that the matter had been escalated and that we could soon expect to be contacted by the manager of Elmar Stoffels. Not long after we had seen this answer on the webpage, we received a call from the Fields Agents Supervisor, Mr Nadir Warries, who spoke to Herschelle.

Once again - this was now the umpteenth time! - Herschelle ended up explaining to Nadir also the entire situation. Nadir said that disciplinary steps would be taken against Elmar Stoffels for neglecting to inform us about the amount that would be debited from my account. He furthermore said that they would discuss the matter of coming up with different strategies to have the money returned to my account and then be debited again at a later date. He (Nadir Warries) informed Herschelle that he would get back to us with a solution to the problem the following day, that is the 11th of October. Nadir agreed to Herschelle's suggested time, namely at 11:00.

The following day (the 11th of October) we waited for the call from Mr Nadir Warries at 11:00. Needless to mention, he dit NOT call! Herschelle tried numerous times to get a hold of him, but they were all in vain. The next best thing was to again lodge a complaint on the MWeb webpage. We needed to know why Mr Nadir Warries, MWeb's Fields Agents Supervisor, had failed to get in touch with us as promised.

After trying again numerous times to contact him, only by 15:05 did Herschelle manage to get hold of him successfully. Nadir said that he was not at the office as he had to leave the office after 09:00 to attend to a personal matter. He claimed that he had asked his assistant to get in touch with us to inform us of this matter. No-one contacted us! Nadir then asked if we could reschedule our appointment with him for the following day, i.e., the 12th of October. They (Nadir and Herschelle) mutually agreed on 10:00. AGAIN the MWeb Fields Agents Supervisor, Mr Nadir Warries, failed to contact us the following day as promised.

TEN DAYS LATER (on the 22nd of October) - which was surely enough time for Nadir to think out more lies why MWeb and he in particular pride themselves in failing their clients - Herschelle called him AGAIN. Surprisingly Nadir took the call, but asked if he could call us back in 10 minutes, which he did. Another surprise! Nadir did, however, ask Herschelle if anyone from the Billing Department had contacted us. No-one did! If they claim that they did, can they please provide us with documentary proof. This time Nadir explained to Herschelle that there was nothing that the billing department could do in terms of providing me with a refund for the money that was debited from my account without my prior knowledge.

Upon my insistence Herschelle asked Nadir if he was willing to accept my intention to warn prospective clients about the raw deal from MWeb. Nadir said that he was "okay with it." Herschelle repeated the question, and again Nadir said the same. Wouldn't a person in this (senior) position try to avoid this somehow?

It is saddening to know that this is the level of service one can expect to get from MWeb. How are you supposed to put your trust in a company like this?! If this is how they are conducting themselves with clients then it probably won't take that long before I decide to cancel my subscription with them. I hope that they can better equip themselves with staff who knows how to do their work properly and that don't blatantly lie and deceive their clientele.

Yes, it is sad indeed that I am now forced to expose MWeb in the media for their unbelievably corrupt service. I will make sure everyone KNOWS what kind of company MWeb really is. And Mr Nadir Warries, the Fields Agents Supervisor, said twice that he's okay with it.

A warning to the general public: don't get involved with this corrupt company called MWeb; save yourself hours of fighting in vain telephonically; keep your sanity and dignity. Don't allow MWeb to force you to turn from a gentle sheep into a venomous snake!

Pieter Bezuidenhout
Bellville

It would seem that since Mweb was taken over by Internet Solutions the voice quality is so bad that one cannot have a conversation with a consultant.

AS somebody who works in this market as a consultant I would request that Mweb get IS to increase the voice bandwidth, so that good quality speech is possible and the excellent service we got from Mweb prior to this buy out can be restored

I had a landline from telkom which mweb converted to an ADSL line, when I upgraded mweb failed to release the line in order for telkom to disconnect the landline under my instruction as it was no longer needed due to my upgrade, hence this was not done, I have now received a telkom invoice for R1450 due to this negligence from mweb and them not releasing the line in order for telkom to disconnect it and have been listed on the credit bearu because of this, I would like to have this resolved immediately by mweb and contact myself once rectified

Byron Grieb
[protected]
Byron.[protected]@gmail.com

June 2018 I cancelled all domain packages with MWEB due to the fact that I was no longer operating those businesses, due to many reasons.

Around the 25th August I registered a domain with MWEB. The annual fee being R109 and the monthly fee of R36. This was done online without any problems. A week later I receive an email saying that the monthly fee would now be R49 per month. I had signed up for the R36 per month package and would think that amount should be honoured for a full 12 months and not increased the following month.

On the 12th of September I reactivated newbeginningsmedia.co.za - telephonically. I was told that the domain was still active and that I just need to choose the monthly hosting package, which I did - the new R49 option.
This took two weeks of daily phone calls trying to get this sorted and every day I was told that it was sorted and it wasn't. I spent around R500 just on phone calls to get this sorted and up and running. I was passed from one person to another, with nobody prepared to take responsibility.

I have been with MWEB for years and this is the first time that I have experienced such horrid service.

Around the 15th September I received an invoice of R222.40. I wondered why it was so high, as my hositing worked out to 2 x R49 = R99. I honestly did not feel like going through more phonecalls so I just left it. I did however go online and noticed that my bank details and address were incorrect, even though I updated them online in August, so I had to make yet another phone call. That was on the 28th September. The guy updated my details and assured me that the debit order would go off that account. On the following Monday, 1st, I receive an email saying that my debit order failed. I phoned YET AGAIN and was told that I didn't change my bank details in time so they will re-debit on Tuesday the 2nd. On Friday, the 5th, I receive yet ANOTHER failed debit order email. So YET AGAIN I have to phone. They then tell me that the amount is now R411.84. To say I was furious is an understatement.
The lady tells me that the domain needed to be renewed and and and. I told her that I want to cancel with immediate effect as I cannot continue to deal with such an unprofessional company.

This is affecting the running of my business and it is costing me time and money making daily phone calls and never getting anything sorted.

My fibre connection with MWEB failed on 20th September 2018 - ref MWB8711385.
8 days later I received an SMS saying that the link was down due to cable theft, and there was NO indication on when this service would be restored. Every call I make to MWEB leaves me with less confidence that MWEB can restore this service.
In the meantime, I have been charged for the full month even though I have not had Internet service for 10 days in September 2018, and still don't have service.
CLEARLY MWEB DON'T KNOW HOW TO MANAGE INCIDENTS AND ALSO DON'T KNOW HOW TO LOOK AFTER THEIR CUSTOMERS!
Poor show MWEB!

Hello MWEB

An order was done on the 13th August to MWEB!

I am so tired of playing a middle man between Vumatel and Mweb.

Please can you urgently assist us as I am not a Telkom customer whatsoever and I cannot proceed from you to go to another service provider because you keep telling me that I have a Telkom link to Vumatel and I do not.
Hlengiwe from Vumatel gave me this information and stated that this order was a duplicate.
Reference:- [protected]-[protected]
Box Vumatel
48575443e9cb379c

I do not have anything to do with Telkom. All my services are cancelled with Telkom. As in everything even the landline, ADSL and Fibre was never activated.
PLEASE CAN SOMEONE HELP ME WITH THIS URGENTLY?

If you cannot activate this order then PLEASE CANCEL THIS

MWEB is the most pathetic ISP in South Africa. I've had constant issues with my connection for months now and I'm still waiting for a solution. Every day I have to sit with a connection that has high latency and is incapable of sending pictures on whatsup or download any video when I'm paying for the premium service. MWEB is a joke and must stick to their original vision and leave WiFi to the real honest service providers. MWEB the thief, stealing our hard earned money.

For over a month I have had a problem with receiving emails.

I have a Telkom LTE 3G Modem.

My computer technician took away my computer and when he got to his office all my emails were downloaded!

He did some checks but obviously could not find a problem on my computer that was not there.

I have spent hours on the telephone while MWeb vainly tries to find out what is wrong.

Because I cannot download all the emails to my desktop, MWeb has now cut me off because I am over quota.

I am over quota because of MWEB's blatant incompetence.

I am sick and tired of their lackadaisical attitude.

From the start of the LTE contract we have been struggling with our internet. After complaints and various telephone calls to Mweb, the first router was replaced with a new one.

Unfortunately nothing has changed, we are still paying for a service we are not getting.

The LTE internet service is unreliable and unstable if you do a speedtest seconds apart you can clearly see that it is unstable. According to the Mweb website we are in an area where LTE is fully available - yet we are struggling on a daily basis. We do not have the time nor the strength to keep on phoning Mweb every day to complain about our terrible LTE, we just want to receive the service we are paying for.

Hi. I am an existing client and since the beginning of the month my fibre has not been working, however the debit order went off as per usual.

I spent 52min on the phone with an Mweb techie Thursday evening and when we could not figure out what the problem is, he said he'll send someone today, at half9, 9ish. We are still waiting...

He also could not peovide ne with a direct number. I have had the fibre line for about four months now without any hassles, but suddenly something went wrong.

Please assist me asap, since this constitutes to gross negligence seeing that I pay for a service that is not provided.

My ID is [protected]. My addresses is 174 A High Level Road Three Anchor Bay.
We are, as i am typing, waiting for a ghost, it seems... Please phone me on my cell to schedule a new appointment. My number is [protected]. If you go back into the archives you'll see, hopefully an appointment was logged for today. You'll also see the nature of the problem. Hopefully.

Please live up to our expectation of Mweb. You are a service provider and we your customers.

Sincerely Ms Clarissa Venter

Hi

A client of mine had lots of problems with his email account being hacked. Apart from the fact that the support he got from Mweb was bad, I now traced at least one possible hacker.

My client received and email from a [protected]@mweb.co.za regarding SSL upgrades and a link to reactivate incoming messages.

I know this is not true and traced an email for [protected]@gmail.com embedded in the website where the link pointed. I hope you can catch this guy.

The email he received:

From: Mweb
Sent: 03 August 2018 05:20 AM
Subject: Email Alert

Your Mweb email will stop receiving incoming messages after 24hrs due to SSL upgrades on our server, Click here to reactivate your incoming message log

This update will immediately help your email receive all of your incoming emails. failure to do this will stop you from receiving messages

Thanks,
Mweb

Link: http://site9422624.92.webydo.com/

I am extremely unhappy in regards to the email I had received today, 31 July 2018 stating that there will be an increase in price from the R909 to R929 as of 1 September. I am a new subscriber of less than 2 weeks and its unethical to raise the price within such a short space of time. MWEB approached me to sign on with a "great deal" of R909 - was it just a ploy to get sign up so that MWEB can just raise their price and hook customers?

I can understand if it was a yearly increase, but not over such a short period - also, how do I know that you guys won't increase the price further in the next few months. You cannot make a blanket industry increase, due diligence needs to be given to new subscribers.

Log a call on Friday 26 Jul 2018 as internet was off from Thursday night. I spoke to Jessy who said I would notified of what is happening regarding my internet. Since then our internet is still of and got no feedback from mweb
Please listen to the recorded call. Am I going to be refunded for paying for a service I'm not receiving. On phoning mweb since then I get given hundreds of annoying options that takes you nowhere and also no one answers. This is wasting my expensive airtime and now I'm using data which is also expensive. I really don't want to get this resolved via Facebook

Hi. I am very very disappointed in mweb/telkom. I have phoned mweb about 30-40 times. I can only get through with a landline and my landline is down too. They have supplied me with a app (called zoiper) that I can phone them on wifi/data. I will phone then the it goes through everything and it tells me I am 10th for example. I will stay on the phone and it will say after a while yoy are calller number 6 ect. When it reach to caller number 1 it cuts me off and I must start all over again. That does not work for me. I have used it in the past and it was working perfectly. I went to clients of mine who has mweb 100mb fiber line and it does the same on there network. My biggest problem is I don't have internet for 10 days. That is a serious problem. I use it for my business. I also stream netflix, gamepass and ea access on xbox. I own a 10mb line with 200gb. I pay mweb for a 10mb line + data. They quick to deduct the money upfront to have these services. I want to know who must I send this bill to get not just a refund, but also to cancel this services I haven't recieved my service after I paid for it upfront. I have applied for lte-a, because nobody comes back and tell me what is wrong or offer me other services. I run a business and if I can't deliver my clients go somewhere else. That bill I also want to sent to mweb for all my losses + data I have bought form vodacom to receive my emails. If I haven't paid my service would have been cut or I would have recieve phone calls, sms and email all the time.

Dear Mweb,

I have had problems with your internet for close to a year.. I am tired of calling your technical support to get help as they do the same thing over and over and it's fine for a day or 2 and then back to lagging. For the past 3 months you have been cutting my internet half way through the month due to fair usage policies. This is pathetic as I have uncapped internet. From the day I received your internet the speed has been at maximum 3.00 downlod and 0.40 upload. I do not see the point in paying your fees for slow internet and getting cut off on the 9th. Please could you sort this problem out.

Regards,
Wesley Stoltzer.

Changed from ADSL to LTE operated on the Cell C network. Had speeds lower than ADSL from Day 1. Reported it to MWEB on the same day. That was 3 weeks ago. As of then their response is that they have escalated the inquiry to Cell C (who they don't deal directly with but through Internet Solutions). I call every day to check on progress and get the same response. Once cannot get past the call centre firewall to speak with management. They don't even have a complaints facility on their website.

Dear MWEB,

There is no words for your lack of customer service/satisfactory. It's been almost two month and we are still not connected. Everyday we call in there's an different excuse to what the previous sales technician has said. We even changed our delivery address and you still delivered to the incorrect address and eventually asked our neighbour to sign for the parcel.
We still don't have a username and password.

I really don't know how MWEB can be rated as on of the top service providers.

I will also post the above on all social media platform to show what poor service and respect you have to a possible paying customer (I can't really paying for anything because there's nothing to pay for)

Best,
Ernst

My email address: [protected]@mweb.co.za
has not worked since it was released where I had a post box under my husband's email address. He moved by Mweb to Ignite. From what I have seen there is a 'German wall' between Infinity and Mweb with both parties refusing to talk to each other to sort my problem out. Here is what Ignite has said:

From: Service Desk [mailto:[protected]@isignite.co.za]
Sent: 30 May 2018 11:06 AM
To: [protected]@mweb.co.za
Subject: Your request ID INC000069180 has been resolved

Your incident has been resolved.
The incident will automatically close in 24 Hours
Click here if your issue was not properly resolved INC000069180
Summary details
Closed by:
Closed notes: Step 1: email on the holding number pool

Step 2: call transferred to client services

Ref:MSG0380754_k5aJ1QpD0kVCR32Pw3Bz

I still do not have an email and this is an unfairness bordering on injustice. Can you kindly help? I am extremely frustrated.
Contact: Nana
Cell: [protected]

Have reached only 50gbps 2 since inception of my account a couple of years ago. Varies all the time and has been as low as 1, 7 gbps. All test data is available.
I had the unpleasant experience of taking this issue up with someone at the call centre after having been able Ly assisted to fix a different problem.

The first reason I was given for not reaching 50gbps was that I was using a wifi device to do the test. So we hard wired the laptop to the router and tested again. A slightly lower result was achieved than over wifi.

The second reason for not reaching 50ghps was given to me as being that it was the number of devices attached to the router. We cleared everything off the network except the lap top I was doing the testing on. We tested again and the speed actually dropped from where we were before we took off all the other devices off the network.

This failed to convince the operator that there was in fact a problem. I asked to speck to a Supervisor to whom I was connected.

She advised me that it in fact that I wasn't pay for a "50 gbps package but an UP TO 50 gbps and that even 35 gbps was fast and that I should be Happy with 35 to 50 gbps", in no uncertain terms.

I went back to your website and looked at your adverts. It definitely says 50 gbps and not UP TO 50gbps.

The more I tried to advise both the operator and the Supevisor that I have speed tests going back from inception of the contract till tonight on both my laptop but mostly the iPad over wifi. I have never reached 50gbps except for twice.

The data is available.

I am frustrated as I cannot contact MWEB via email and they can only be contacted via phone - For me as an Expatriate this is obviously not working. This is a modern age where the majority of Companies can be contacted via email, but MWEB not which is in fact an IT Service provider as well. I am trying to make contact to change debit order details as well as to give authorisation on a proxy