MWEB.co.za
reviews and complaints

Completely ridiculous service and borderline extortion. I had signed up for a LTE package from Mweb, a month-to-month contract at R200 per month. After a few months I called and cancelled the LTE package. I hear nothing from mweb for months until I receive an sms " You are being handed over to the credit-bureau" Upon calling mweb they state I owe them 3 months worth of payments... How? I cancelled months before their listed cancellation date and all of a sudden I owe them more monet?

I know times are tough with COVID-19 but extorting consumers is not the way to go.

The lady I spoke to: Val in the accounts department was not helpful at all. She refused to explain anything, refused to expand on the issue just stating I owe R600.
What pathetic service.

Logged request for internet on 18 august 2020 under x5613997. I have followed up numerous times on the eta of activation. Upon creating the order I provided the vumatel vt number and on most of the follow ups as well. I am being sent form pillar to post when I do eventually get through to the call centre.
Today when I tried cancelling this order I was put through back to the sales department to follow up on activation. I dont want this product anymore - the customer service is very bad.

MWEB FIBRE AND HOW THEY STOLE MY MONEY.
8 calls to the billing department (only picked up 3 times)
3 online queries (NO ANSWER)
2 Facebook Messages (NO ANSWER)
7 emails (NO ANSWER)
2 Facebook comments on their page (NO ANSWER)
ACC:[protected]
I Changed my bank account from FNB to Capitec. Phoned MWEB and told them I need to change my debit order and wasn't sure how. The lady took my banking details and said they would change the debit order.
After two months we worked out the debit order was not moved and our subscription was suspended.
About a week ago, I phoned MWEB and asked what the outstanding amount was and the lady told me it was R3442.00 to be paid and they would reactivate my account.
so last night (24 Aug 2020) my salary comes in and I pay R4002.36 which was (in my head) the outstanding amount plus 1 month fees to get ahead and avoid being cut off in the future.
Today (25 Aug 2020) I sent through the proof of payment via email to MWEB and I have no reply.
I decided to call MWEB where a lady by the name of Rushaan. Said proof of payment was there and she said she has to run up to the accounts side and get them to "unsuspend" the account she'll call me back in 10 min. well an hour later after sending 2 Facebook messages, 2 Facebook comments(under their post which said "NEED HELP URGENTLY") I decided to call again. eventually after 4 calls they eventually answer to a very friendly consultant. Who said there's no issue she has the Proof of payment and all is in order she will activate my wifi for me no problem. Then proceeded to ask why I paid so much as the out standing amount was R1198.00. So I was happy finally felt like someone was there to help. Well I was wrong another 2 hours went by still no wifi.
I called again a different lady picked up this time checking the account and asking me to hold.
she came back on the call just to tell me that they had deactivated the entire account as they were charging me for the installation due to early cancellation. Which was never communicated to me.
At this point I heard Rushaan in the back round talking to the lady I was on a call with and Rushaan eventually phone me back while I am still on the call with her colleague just to tell me. They deactivated account and charged me R2244.00 for early cancellation on installation. And I would have to order a new fibre from MWEB in order to get wifi again. And that the R3442.00 was not refundable as there were outstanding amounts on my statement.
if you look on there Facebook page communication seems to be struggle with MWEB never all the accounts complaints about people being taken for their hardearned money.

From the moment we installed fiber, we've had intermittent issues where the internet just drops for no reason.
This happens every day, and every evening, for no reason!
We have spent hundreds of rand on calls trying to resolve, with no solution.
We have also spend hundreds of rand for mobile data, as we are trying to work from home - when the internet keeps dropping again and again.
This is ridiculous for what we are paying for a 20 bps line, uncapped data!
We hold for hours and get told the same story of rebooting routers, removing tp link / extenders, plugging in the laptop direct and bla bla blaa...
The techies are quite sweet, and try to help, but it is the same rubbish every single time.
I also don't think I am getting the line speed that I am paying for - as the little bit of internet we do have, is ridiculously slow.
I am going to cancel my service.

I currently have Mweb Fibre installed in my Durban Home, and when we required Fibre for our Pretoria home I believed I would just be able to contact Mweb and have it installed. I placed an order on the 2nd August, after several phone calls with them saying they will call me back the order was confirmed on the 4th august. The router was delivered, and on the 6th I received a call from Open Serve to say they would be there on the 7th to install. We waited the whole day and no one arrived. On Saturday we logged it with Sales Support who said it was being escalated and I would get feedback 24/48hrs. Today is the 14th. Not a single call. I have made over 20 phone calls to them in the past 5 days have used R1784 worth of airtime. Been put on hold, transferred to a voice machine that cuts you off. Been told many many times that there is nothing they can do I must wait. When I ask when will someone be calling me back they say 24/48 hours. I must be due at least 60 call backs by now. I have email. I have logged at least 20 queries in their site. I have tweeted I have left messages on facebook I have even attempted to contact their staff via social
Media. Please Please explain why I am
Begging for assistance. When your customers cry on the phone begging the assistant to
Please please help them, is that not a sign that something is serriously wrong.

I have just called to talk to someone in the technical division and I was holding for 16 minutes and 34 seconds. I am next in line and when the person answers the phone they bloody cut me off. Seriously this is not the first time this has happened. I cannot afford to sit forever waiting patiently for someone to answer the phone just to be cut off.

Please can someone phone me on [protected] as I am sick and tired of waiting on the phone and getting cut off. My id number [protected] so that you can access my account before phone me.

Upgrade to fibre line requested on 29 July 2020. Order supposed to be processed in 2 - 3 days... as of 12 August (15 days later), No upgrade, no response, no feedback, and no support for so-called "support team"...

ANY feedback at this stage would be highly appreciated!

I have been phoning the Mweb call centre the last couple of days and the service is the worst I have experienced ever. I want to upgrade my account, but that changed to I want to cancel my account asap, it is just that bad.

Good day. We have applied with MWEB to install fibre. They sent a link via an email to which we responded and the application was processed. We received the router and we followed the instructions that were provided by MWEB so that we can connect and use the servcie. We eventually called MWEB and requested that they return our call because we did nit have enough airtime to continue the call. The operator said they dont return calls and they dont send out technicians to install and setup your router so you on your own, just follow the instructions. This was disappointing because we could not set bup the router and I decided to cancel the order. The order was then cancelled on the same day as we tried to set up the router. We then decided to use VOX instead and received great service from them but now MWEB refuses to hand over the line because we must pay nearly R1700 before they will release the line to VOX. There was no explanation from MWEB regarding the set up, connectivity or any other information regarding consequences of cancellation. Now we stuck with a line thats ready forn use but MWEB refuses to release the line to VOX.

I currently own a complex building where i lost a tenant due to mweb taking 3 months to do an installation. After the tenant moved they billed for services NOT rendered now my new tenant can not have fibre installed because of an active line that should not be there. During the covid19 pandemic the current tenant now needs to break protocol just to insure that she does not lose her job as she can not work from home. This is costing my company a lot of money in lost revenue and they are now holding the line hostage. They don't care about anything of any body. I have spend over R2000 just in phone calls to try and resolve the problem the customer services is up to s%%t. The people i have spoken to, to try and assist me are rude, unhelpful and unwilling to try and assist.

I have applied online to get fibre installed on the 25/06/2020 and still no installation has been done. The order was placed on hold due to another isp already linked to this address. I have previously tried to get fibre through telkom which I cancelled the order as this was pending since march. I have been referred to vumatel, just to be informed that mweb must contact them. I have spoke to vumatel and they said on my address no isp is linked, however when I went on their web page to place an order it shows it is linked to someone else. I do not have fibre at my house! I am trying to get installation, but keep on getting transferred back anf forth from mweb and vumatel. Vumatel again advised that the mweb manager must contact vumatel as this has previously happenend that other addresses are linked to one another and an order can still be placed. I am very frustrated as it takes days before I receive feedback and I am making all the calls.

DEAR MWEB
client number: [protected]

HELP PLEASE

the help phone line is not a help line.
I tried multiple times to speak to someone. I cannot access the website as I don't have an OTP.
I cannot log on to review as I did not receive the OTP_- have multiple (> 50) blocked numbers on my phone.
Please send me the number that will send the OTP to unblock.
PLEASE HELP 

I ordered a R629 package which includes free Installation, router and connection, all of a sudden MWEB is charging me for connection? Their sales manager is confused and wants us to be liable for things we are CLEARLY not liable for, as it states on our contract condition.i am not impressed at all because this has been going on for almost a month now, they do not even want to let me explain properly to them and just want us to pay, it's ridiculous

I recently installed fibre and it was working fine for 2 weeks. It's currently not working properly with only options to whatsapp but unable to download or search anything and my kids need to do their schoolwork. I urgently need someone to get in touch with me to resolve this matter. I don't have the time to hold on for hours on a telephone and nobody replies to email queries.

I want to change my otp on my registered cell phone. Can someone at mweb please contact me. [protected]. I am not able to make contact with mweb because all calls are electronically handled.

Client [protected]; Cel C/mweb stopped lte, march 2020. I moved to Telkom/mweb R199.+ voip R59=R258pm; my accs were; *Apr R427.97; May R258; June R506. *I Cant register query, tells me SessionTimedOut as I start to type. *Since Telkom took over my account is wrong and I Cant report it! Please help, I am oap, cant lose this money. Fix the billing problem please; i cant cancel, cant afford to lose upfront payment of 21 mths to move to some other isp.Anne R

What a difficult exercise to try speaking to someone regarding an explanation of my absurd invoice. My LTE deal is R499 PM but my debit order is R1205 for July 2020, the account was paid for in June 2020 and was at a zero balance. I called [protected] and selected the option of assistance with accounts, the IVR notified me that "unfortunately we are not able to assist as we are not available". The self-service portal is out of order, it reads "session timed out" when trying to log a query for a call-back request (tried with both Chrome and Explore). I then selected the "technical" option and spoke to Bonga Botyeni whose supervisor is Sarrel Henn. Bonga could not help but escalate to billing through Natasha, who also escalated to Miranda of billing. I could not speak to anyone in leadership after numerous requests with Bonga who eventually hung up the line as I was refusing to hang up. It is sad to learn how MWEB lacks empathy to urgently assist frustrated customers. There truly is no customer service. Your service requires a great deal of improvement. Thus far, almost all calls I make to MWEB end up being a nightmare and it is a costly exercise. I need assistance and wanna be called by a manager and not a supervisor. My number: [protected].
Mweb account number [protected]

Changed from a 10mbps adsl contract with mweb, to a 10mbps fibre contract with mweb. Since the change, the internet speed has been laughable. 3 of us in the house, who had all been able to stream/download content at a reasonable speed on adsl - now it is impossible to stream without buffering every other minute - I thought fibre would be better, or at the very least be the same as the adsl - surely not worse?
I'm not willing to spend 40 minutes waiting on the phone to be put through to an mweb agent who will invariably not be able to assist me.

I have been a client of Mweb for 15 years with an email address. I requested fibre service in February and was billed for the first time in April and subsequently in May and probably June.

I have called the call centre probably 100 times in the last two months. You cannot speak to a consultant if you are following up on an order. Their automated system doesn't allow it. You leave your number and nobody calls back.

The fibre has never been installed and I continue to pay. I have emailed thrice now with no luck still. I will be cancelling my order with them.

Followed MWEBS protocol to request line move. Only "received" and acknowledged after 2nd phone call and resend of email. Phoned at least 7 times to get update on status, to be bounced. Each phone call requires holding on for at least 30 mins per call before cal answered. Almost 3 weeks since initial request to simply switch premises with already installed fiber line and own router... and can't get hold of anyone competent to make things happen or even cancel unattended request in order to change Service provider. Shocking after sales service.