MWEB.co.za
Reviews and Complaints

Dear Reader, I feel compelled to share my recent experience with Mweb, and it pains me to say that it has been nothing short of a nightmare. The level of service provided by Mweb has left me extremely disappointed and frustrated. From unresponsive customer support to unresolved technical issues, my journey with Mweb has been filled with inefficiencies and lack of accountability. It's disheartening to see such a renowned company fall short in delivering basic customer service. I urge you to tread carefully if considering Mweb for your internet needs, as my experience has been far from satisfactory.

Am downgrading my package with MWeb, when i try to phone, its the annoying recording "our phones are ringing off the hook" how many agents are there to assist? Wait for hours only to be told we will transfer you, then again its listening to the recording where there is no one to assist at all so just end up hanging up, frustrated and annoyed, I logged a query on the mobile app which I had to download via mobile data just so that i can possibly track the order, no response from anyone at MWeb

I've applied to upgrade my fibre, but before that was done I received a mail to inform me that I need to make sure that my router will be sufficient for the upgrade. When I phoned the tech support guy said it is not sufficient, hence I ask to be down graded to my original plan. When I checked my billing it was still not done. I did phone again to have it down graded. Still nothing, then I chat on the app and the lady said it has been uploaded, it will take 72 hours, that is now days ago. I have been phoning a few times but without any luck getting to the correct person

I signed up on June 26th, made my payment on July 4th,and to date, I still can't use my fibre service. We already had an existing fibre line and router, so no technicians were needed. Yet, after numerous calls and complaints, we still the "no internet connection" error. This is highly frustrating. I work from home, and I've had to leave the comfort of my own home because I can't use the fibre service I've paid for.

Agents keep telling me my service is active, while I have an activation request pending for over 5 days.

I am very frustrated, after calling in on the 23 April 2024, notified you as Mweb that I am being over debited, as Last month in March I was over debited with R1885 taken from my account, this after we downgraded in February to a package of R369, the agent I spoke with than explained that it was an error on Mweb side and would be reversed, today 26 April 2024 I am debited a whole R3023,03, yet the matter can not be resolved

I took the Mweb Black Friday promotion in November [protected]@ 689 per month and first month free,but connection commenced 10 January 2022, as per below email.

Subscription increased, without notification to R739,00 in December 2023 incorrectly since Mweb delayed installation and 6 months later, in may 2024 to R789,00.

Nb: due to delayed installation,my annual fee increase, changes by a month.

Please be advised that I’m currently unemployed, This increase is unacceptable.

I’m currently reviewing competitor uncapped wifi prices, noticed Mweb current promotion is between R299 / R 599 per month . Why am I being unreasonable invoiced R789.00.This is daylight robbery, disappointing service

Should I not hear from you within 24hours I will be escalating complaint and considering, other WIFI options.

I kindly request a call back from mweb manager,please.

I look forward to a favourable, urgently reply.

Many thanks

I'm here to complain about the people from installation it's been two going on 3 days that my services are not active on my wifi they came to install Monday and told me they can't reach ontop for coverage that the guys will come in Tuesday to set it up and they lied no one came had to call the call center and told me today they will call and activate another lie they didn't like I mean I work with wifi what do they expect me to do I am so upset about this and I already paid my money to get such bad services

My problem started around the 6th of June 2023. Contacted tech support so many times and they still could not get the problem resolved. I have a 200mbps/200mbps fibre line and I am not even getting close to 100mbps/100mbps but still paying the full amount monthly for a 200mbps/200mbps fibre line. I need to get refunded for all the months I have been battling regarding this issue. Please can Mweb contact me asap.

I signed up for Fibre on 23 Feb. I explicitly told the sales person I don't want to pay more than R500 per month. I was told I would pay R475 in Feb, R475 in March. That was because they had a promotion. After March I would pay normal rates. Today they are billing me for March and April together. A whopping R1000 which was never mentioned in the telephone discussion.

Please cancel my subscription with mweb, the service is totaly non existing, the fake numbers you have for you service is the tops, and your app is set so no one can contact or you, i do think this is just a money pit for you and not a customer service, the local company in Delmas have a better service and is available 24/7 for any technical assistance

Hi there,

I am extremely unhappy about the poor quality fiber internet provided to me.

Constantly having connectivity issues and no one attending to it.

I am paying for a fiber connection but the quality is so bad even below the lowest ADSL connection I had previously.

That is absolutely unacceptable. My neighbor has also Vumatel fiber (not via MWEB) and his internet is perfect.

What am I paying for?

Good day,

The service is not on standard.

We were with cool ideas and just got too expensive for a pensioner.

Cancel service with cool ideas in January, to be activated with MWEB on the 1st of March.

1st March nothing happened, with investigation Vumatel didn't cancel line that it can met activated with Mweb.

With allot of phones call later we are still without internet and its 11the of March today. Everyone just tell me that its be escalated.

Please phone me regarding the service!

[protected]

I have been struggling for 2 weeks with my LTE/Mtn and been phoning every second day to find out what is happening with no luck,they say it is mtn sim problem but does nothing to respond to get it fixed properly...where is managers hiding and not looking to get problems fixed...after several emails to mwebinfo and on the mweb app logged the problem, without any luck and still not working..is there really nobody from management who can contact me rearding this problem.[protected].

I have been struggling for 2 weeks now about my LTE/Mnet, technical department keep on doing the same things over and over and its still not working, have been sending emails and phoned several times but with no response...they tell me they will phone back but never phone back.Then when I asked yesterday to speak to a manager I was told sorry he must wait for response as he is working from home and can't put me through directly to manager.How must I pay for such service where I can not be properly assisted.I have spend over R200 just on phoning,and keep getting the same response.

I log a call Ref: MWB [protected] on the 30th of January 2024 to terminate my service for the acc. nr. [protected] as i am moving house to another area. I was promised in 24 hours i will receive confirmation of my cancellation.

To date I have not heard anything from the agent that assisted me.

Can this be escalate Urgently to avoid me paying for another month which will really upset me.

Regards

Worse company ever they increase subscription fee without notification and when you call them with queries the waiting time is so ridiculous14mins,ill never recommend Mweb I'm looking for alternative companies who can be there when I need them to solve an issue.Lazy [censored] consultants.All a got was a statement with no warning about the increase.They say its octotel who made this increase and they can't help for that.Why is your consultants so uneducated not having answers when we need them.Mweb is quick to get you onboard but the moment you need them they say [censored] you.Ill be done with you in the next few months

I am trying to pay my monthly subscription. I do not know why, but the OTP is not coming through. My cell number is correct on your system, but the OTP is not coming through. I cannot continue my transaction with the OTP. I have been trying for more than hour to either speak to an agent, logging on the system or emailing, but all with no success. When I finally think Im getting through to an agent I get a message that says "due to unforeseen circumstances, we cannot take your call, please try again later". This message has been going on for more than hour. What is happening. All I want to do is pay my account. Why is it always so difficult to get assistance from MWEB. Nothing seems to be working, not the website, email or telephone enquiries. I would like this matter to be resolved as soon as possible.

My Router was repositioned from my officce upstairs, which was working perfectly, to in my lounge, downstairs in our double story home.

Unfortunately, the router was positioned in my main lounge, and needed to be installed in my office.

We are having intermittent communication on wifi, and I cannot get an order to be placed by MWEB to Metrofibre to do this.

I run two international businesses and 2 bnbs off this communication system, and it is not working as it should, nor is it in the right place.

Can someone reposition this URGENTLY?

There is no option for repositioning online, as we are in the same building, same address, but the online option will not accept this.

I have spent the best part of 2 days (no jokes) on emails and mobile phoene

for some response.

PLEASE HELP

I gave notice of moving on 14 nov 2023. They simply take like 6 days if the do, to respond to emails. Phoning in if your call do get answered the same problem has to be repeated over and over. Despite sending the correct address details, i even got a congratulations email fro mweb stating installation was done. Wow no ont box in my init and nobody contacted me for access to my home. Today 11 dec 2023 i am still without connection and no contact from anyone. My mobile data is depleted due to no fibre connection and therfor want to cancell without obligation to pay one cent further to this pathetic no service by mweb. You can not even reach them telephonically. I am done