MWEB.co.za
Reviews and Complaints

Vir Aandag

Ek sukkel al van Junie 2020 met my fibre lyn. Op 2021-01-14 het die wifi afgegaan 3 keer. Ek het 08:00 geskakel en met Michael gepraat hy dit aangesit 12:00 het dit weer afgegaan het toe met Laura McKenzie gepraat sy het dit weer aangesit, om 17:45 het ek weer geskakel en met Mpolela gepraat en sy het gese ons moet die broadband konneksie toets om te kyk of daar n fout op die lyn is en of die router foutief is.
Ek will weet wat is die volgende stap, want ek kan nie so aangaan met sulke diens nie.
Hoor graag van U.

Groete Gilbert
[protected]

We are trying to contact Mweb vut cannot get through because they send an OTP to cell phone but want to change the cell phone number. Get blocked because cannot speak to anyone because they are sending OTP to old cell phone number. I want to change the cell phone number with no success. My account number is 982996. I really need to contact them urgently but with no success.

Service provider with no respect for its customers. I have been waiting since the 2nd of December for my fibre line. No or bad communications, no skilled staff on their call desk. Can never get hold of them. I would like to report this to the Consumer council. I applied for a fibre line on the 2nd of December still waiting every time I call I speak to someone who has no idea what they doing and call me the next day to ask me exactly what I told them the day before. I would like all recording as per conversations for communication.

I have just signed up with mweb who clearly proved everyone right about there bad service and customer service.

I have called mweb 8 times and spend 200 rand just to be hanged up and failed call back

I have given my information as follows

I have moved recently to mweb and took my huawei mitchell plain fibre box with me.. I have received my activation notification from mweb 10 minutes after signing up and wifi information but I was not given a modem I need this to work for work. Agent told me she will send information to vumatel and it will take 24 to 48 hours for their response to mweb and will reply back to me

A normal agent should not have done that, a normal agent would send a new box as per contractual agreement

Very appalling service.

Good thing about it, I have paid for the service already

After taking up the TELKOM 30GB daytime/30GB nighttime data, last month i logged a query asking for a report on my data usage because I did not use 30GB, and as per my Telkom portal, the contract is for 20GB (please see screen shots as well)

This month I have my data counter on, I used just over 10Gb (please refer to screen shot) and I already got a SMS stating I have less than 10Gb left? Which means I was allocated a total of 20GB. This is daylight robbery. Even my night surfer data started at 20GB ? Please explain.

I need to have my account credited for 20GB usage have instead of 30GB. I need to see a report with how I used 30GB last month as requested, because a consultant from Mweb confirmed I used 25gb which makes no sense if my contract is for 20GB. Or I need a hell of a good explanation of how my router is not counting the correct data. Telkom's portal confirms the contract is for 20GB.

Account number is [protected]

Good day,

My Mweb account number is: [protected]

I have called Mweb thrice about this and 3 working weeks later have not received any feedback.

I called MWEB 27 November about a break in my fibre line that needed repair, I work from home.

Two technicians were sent to my home from VUMATEL to check and locate break.

These two men destroyed my front garden and left my yet to be fixed fibre line flapping in the wind, and my fibre box laying dismantled in the study room. I had to tie the broken line to a burglar bar to stop flapping in the wind in front of my front door

The following day I called MWEB to follow up on this as this was logged with them and there is a record of who was assigned to my ticket I logged online.

I could not get hold of Vumatel about this issue, as this was done with MWEB, so I explained what had happened on the first call and asked to make a complaint and was told that the call is recorded so the complaint will be logged.

A few working days later I made another call to follow up as I did not get feedback on the issue and complaints made on the recorded calls about what had happened, and no quote for a the fibre line to be installed.

On the third call I made a few working days after call#2 was made, I needed to re-explain the issue, which was very unprofessional, and I offered to send in images of the damages as proof.

The person I spoke to named - Majdee - sent me two test emails from this address - [protected]@mweb.co.za - which I sent the images of the damage to.

The timestamp shows I sent this email - 03.12.2020 and have still not gotten any feedback on this since.

I then spoke to someone called - Ahmad Hansia from -Britelink at the email address - [protected]@britelink.co.za - and forwarded him the thread I sent to Majdee from Mweb, which included the images and timestamps.

This has been a terrible experience with Mweb and I would like everyone to know about this.

I have also left a complaint about VUMATEL on Hellopeter and will probably do the same about Mweb if this gets ignored also.

I spent alot of money making Mweb my ISP as they were a household name regardless of other ISPs having better offers, but this customer service is pathetic and I cannot ignore this.

I do thank you for taking the time to read this and look forward to a response.

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!