MWEB.co.za
Reviews and Complaints

Uit moedeloosheid het ek Leon van Rensburg van FROGFOOT gebel en van my probleem wat al maande duur gekla hy het gesê die persoon wat met frogfoot werk moet dit asb rapporteer
Ons kom ons kontrtak na en betaal maandeliks maar ons diens is swak. My uitgawes: Tegnikus wat al "state of the art rooters" ingesit het getoets teruggevat nuwes ingesit en steeds kan ek nie zoom meetings waarvoor ek betaal ontvang nie. ek word afgegooi en gereconnect die hele tyd. Nie gedink dis ons probleem nie ons het dan nou fiblre!
Speed test onstabiel en soms 0.

I've paid my account through my bank . Using my phone but still I've got disconnected

i moved houses on the 31st of October and obviously had to move my fibre as well. I spoke to a consultant at Mweb in September to ask what exactly needed to be done in order to move the line, so this person said to me i only have to plug out my router and plug it into the new house, and phone mweb and they will connect the line. So the people who moved out of my new house, also had a mweb fibre line and they took their Big white box with them, so i brought mine from the old house as there obviously needed to be one. i called mweb and was advised i needed to send an email to the moving department to say where moved t and from which address i moved. this was done on the 2nd of November, with a whole lot of emails and calls to and from, someone eventually assisted me on the 10th of November and he has Openserve come to my House on Saturday 13 November to connect my line. Yesterday i received a statement from Mweb billing me the full amount of R 499, after i was only connected on the 13th, so basically half the month i had no internet connection, but i need to pay the full amount for the month? Totally unaceptable!

Guys i need help here! i have been phoning Mweb for the pass 3 weeks now, every time they have different stories where my wifi is concerned, is there not 1 competent person that can help me and resolve this issue? i am spending so much money on DATA and it seems like you guys are just messing me around...i do hope someone will be competent enough to give me a call back.

every time a different person tell us in the next 24 hrs., then 48hr, then 24 hrs, guys i am not stupid and i am so angry right now,

Razzaaq Taliep
[protected]

i hope someone will have the decency to contact me

So me and my fiancé been almost a month without any internet since we still waiting for them to move our router from one location to the other, the customer service is one of the worst ones I have ever have, with people killing the phone in your ear, refusing to help you, shouting and transferring you from one person to the other ending up at the same result "we can't help you" what a joke of a service provider are you

Fiber down... connected but no internet, restarted router 100 times from 10/11/2021 still to 11/11/2021 no internet just shows internet down cant connect to DNS server!

Our neighbourhood has been without Wi-Fi for
6 days now, all the neighbours including myself have been phoning but all we get told is lies
Every story is different, get told we will phone you back "Never Happens"
My wife has to stay at home due to her immune system now Mweb has put her life at risk as now I have to go out and do shopping instead of buying on line
The complex next month are not going to pay as non of them have Wi-Fi
Two of the have gone to other service providers
All mweb do is carry on lying
Non of there Senior Managment will talk to there customers
You cannot get Head Offices direct phone number
Yet they happily steal you money each month
We as a group of neighbours are seaking legal advice and want to bring charges against the Managing Director of Theft and Fraud

So my advice to anyone looking for a service provider do not use Mweb look for a reputable company

i signed up with Kirwin. everything went good until my account is locked out. i dont have my username and password and now i have to fill in forms that he know for over 30 days. my router is not delivered and i even offered to pay R10k upfront to make sure that i was not without internet. i was assured that i will have it before the time. i even went a bought my own router just to make sure i was not without internet and guess what i am still without internet even if i got my own router. i got so many calls made to mweb i think i paid 2 months in advance in all my calls to mweb. service without a smile. i want to raise my complaint with a manager but no one is able to get me to that manager. i dont think mweb do have one as i called today over 30 times and no luck at all. i cant see a happy year with mweb if this started like this. my email is [protected]@truckcorp.co.za my number is [protected], i got all call recordings and all emails to prove that he did not handle me as a customer as he should have. it seems to me i am stuck with this incompetent sales agent now a service provider for a year. i thought RSA web was bad! mweb take the cake.

Good day,
I would like to make a complaint against MWEB as I had informed them that I had sold my property and wanted my line to be moved from my existing property at the time to my new property. They were very helpful in the beginning. I needed to do a few things my side i.e. check that the new property had an actual fibre line which it did/does. I had to take a picture of the OCT number at back of a unit of Octotel's device that is in the property.

I did everything timeously and provide information when needed. Then enter Octotel who were to arrange installation. This took place on Wednesday the 27th of October but due to loadshedding it could not take place. They had to reschedule but I had asked them to check the loadshedding schedule which they assured me they did, but alas they did not as they were scheduled to come on Friday the 29th of October at 12:30pm "smack bang" in the middle of loadshedding. I tried calling Octotel numerous occasions on the Thursday (28th of October) to ask them to please make it earlier or later as I did not want to waste anyone's time. Never heard from them until Friday, the day of installation.

The two gentleman who came out and did the installation were excellent. After they had completed the installation I had asked: "how long will I be reconnected" to which they replied: "within 3 hours".

This did not happen. I called MWEB on the Saturday to ask why this was the case and they had said that Octotel never updated them on the Friday that the installation had taken place and there was nothing they could do.

I was left without internet from the Friday the 29th of October to Tuesday the 2nd of November. Reason being as the two companies were blaming each other.

MWEB's automated service for punching in your Customer ID / ID or cell phone number does not work AT ALL! You are pushed between departments that always say that they cannot give me an answer. Octotel did not give me an answer and said they had did what they needed to do and the ISP=MWEB need to activate the line.

I wasted at least the best part of 3 to 4 hours of my life on this. I lost out on at least R500 - R850 airtime just calling these two companies not to mention all the data that was needed (minimum 8GB of mobile data) as I needed to use my mobile data for internet services.

How is it in todays day and age = 2021 a company cannot follow through with simple requests (Octotel) who dropped the ball? No call to apologies either for the inconvenience or monumental "balls up" from their side.

MWEB as I said cannot tell whether they are "Arthur or Martha" bumped from department to department. The SMS's do not go through to my phone and they if you do not receive SMS's they cannot help you. Some of the lack of imagination from the technical teams ability to solve the matter was i.e. I use an iPhone 11, I blocked MWEB, my network provider does not allow MWEB to send SMS's to me, I mean the amount of drivel the technical department comes up with is beyond me.

Both these companies dropped the ball and I feel they should both apologise for doing so and better manage their staff and processes because I literally went insane due to this listening to the same "answer phone message and song" with the same "voice prompts" that do not work to be only met with more incompetent staff at the end of the line.

I am literally lost for words to describe this interaction and it has seriously damaged my confidence in either company.

I need to look at my options but hopefully they are able to redeem themselves but that will be very hard after the debacle that has occurred.

The worst, worst part is that this entire message is only literally the tip of the iceberg I experienced and if I had to chronologically write down everything I would probably end up in a mental asylum.

From a very unhappy and disgruntled client.

2 November 2021. I have been waiting for more than an hour for MWEB to send a one-time pin to my cell so I can get full access to my account. I have tried asking that the puin gets resent, but have now received a message " you only have 4 attempts left" before they lock me out for 30 minutes. I wonder whether there are other customers experiencing the same frustration.

Louis Wolmarans
[protected]@mweb.co.za
I applied for Fibre installation Package R449 per month on 13 Sep 2021. I also places an order for a 150 min VOIP package at R69 pm. I also requested a porting of my Telkom line to MWB. On 14 Sep 2021 I received a SMS that my order has been cancelled by ZOOM. My subscription at that stage was R385 per month. I received a R15 discount per month that's why I paid only R385 pm.
No fibre was installed within the 10 day period as indicated when placing the order. I had no use for the VOIP phone that I bought. It was also indicated that the first months subscription will be calculated pro-rata. No mention was made about sales tax to be added
My bank account was debited with a full R494 on 30 Sep 2021. I queried this as no installation was done. Through the query system I cancelled the VOIP phone order. And I asked for a return to my old subscription of R385. On 29 Oct 2021 a debit order was submitted to my bank of R454.
Why should I pay for a fibre service that wasn't installed.

I am a new MWeb fibre client. My connection started 28 October 2021. I called MWeb billing to enquire how I am going to be billed because I get payed on the 15th of the month.

The reply to my question was that I will be billed R99 for the remainder of the month of October and again at the end of the month for the full amount R599 until the 15th of November 2021 then again on the 15th of November 2021 for a full month up to the 15th of December 2021 and so on.

My issue is why do I get billed the full amount for 15 days and not half the price? The response of the billing official was " That is how we bill sir" but that is not right was my response I she didn't respond any further.

Where can I go for help about this?

Left Telecom LTE service which was slow for a better internet connection with MWEB Fibre connection .
A couple days ago I received a modem via parcel delivery from MWEB. and nothing further.
Disconnected telecom modem and connected the modem after some difficulty got to work and that lasted for about 2 days and then it went of the air and that was yesterday morning around 11h00. Since then off the air and by luck I haven't cancelled Telecom yet. I tried to get help from MWEB online services but Hanging around and listing to endless non meaningful information I eventually got a notification from the help desk that I am call 22 in line I know the are busy and must handle a lot of complains but then still hanging on for another 10 minute got another notification that I am now caller 18 in line with quick calculations I recon I will still be on the air for another 40 minutes with no promise that I will speak to someone at that time. I am an elderly person at home my wife is still working and the contract is on her name. If I phone regarding a complain a code will be send to her phone and I have to try and contact her for that code and by the time I got that time ran out and I am again at the starting point for registering a problem.. Please get someone to call me on my cell number which is
[protected]. Eugene my wife which is working in the day and not at home where the problem with the computer is and cannot assist in assisting with info needed tel number is [protected].

The fibre in my area is mostly down. I had previous complaints with mweb about my line not giving full mb/s. They upgraded it today and now its down again.

Worst isp ever, operates as a fly by night scam.What's more surprising the company is been on the makert for the longest time but they can't seem to be handling their business pretty well.Wouldn't recommend anyone to sign up with Mweb. Quick to send pro rater billing notices yet no service rendered.
My new account was activated on the 11/10/2021 yet the router was still with the courier.On the 12/10/2021 noon the router was delivered on my door step & i did the connection as per instruction.No internet connection was established.2 days later still no connection.I have tried using all communication platforms to get assistance but no answer.

Not impressed with Mweb.

Hi my name is lethabo, I am with mweb for two weeks now already they are giving me horror service. It took mweb a month to come and install the cables in my yard.

Today I was offline the whole day very, I called several times but with no luck how disappointing . I will never recommend any one of my family to use it, using mweb is like waking up from a bad movie

Fibre speed test extremely poor. Have to contact mweb for assitance daily.
Blame being passed to vumatel and not resolved. Contract is with mweb.
Request a refund for data purchased to continue work.
Repair the system as per contract.
This is an ongoing issue with mweb and vumatel.
cell [protected]
[protected]@outlook.com

I am exhausted having to restart explaining why I am done with this pathetic excuse of company.
I was told my installation will take up to 14 days from payment, nothing happened in that time as i waited patiently after making payment upfront.
From there the activation didn't happen. Then i decided to cancel. Now cancellation is taking more than 2 weeks. Every time i call in, i get transferred. Its frustrating and i get vulgar on the person because of their colleagues mistakes.
I have had poor service from other companies, it has never been as poor as this. Their website is an absolute joke. No updates, no response, no communication whatsoever. I regret ever making contact with them. I have spent so much money on data which I will never get back because of their false promises. The least a customer expects is communication.

On 27 September 2021 my complex Skiatos reported that the fibre was not working, I then on 28 September called my internet subscribing company which is Mweb and was given a fault ticket number MWB1901 7383 under accoount number [protected] (Mweb account number).

I am very unhappy that to date the problem has not been resolved and I have called the Mweb and Metrofibre support team to be told many times that they are escalating the problem and they are sorry for what is happening, but the worse is that the system is still not working and they have just ignore my request kept lying to me and not resolving the issue, I am so angry that there response would be that they would escalate the problem, there is no contact number for the manager or any person that you could lay a complaint with at the Mweb offices, as they only have this call centre number, not helpful at all. It is so frustrating that they have taken almost two weeks to resolve the issue, the worse part is that they do not even call a client back and give them feedback, I have all the pin numbers on my phone how many times I have called Mweb and was repeatedly given the same response that they looking into the account, etc.

Mweb ran a "first month free" campaign if you sign up, I signed up and Mweb deducted about R180 3 days after my line was active and R645 five days later. All this happened after my activation was delayed 9 days after installation. The support team is not helpful at all, I was transferred literally 7 times in one call. Get your internet elsewhere.