MWEB.co.za
Reviews and Complaints

Good day

Its been over a month that i'm struggling with MWEB.

Got my router, correct Object number Vumatela called Mweb Call Centre ever since to activate it, held on over an hour just to be told i need to speak to another sales person. After another 30 min no one still answers. I call back then get told they work from 8am - 17h00 no one can help me after i held on from 3pm
Eventually i complained some manager calls back promises all will be sorted 1st thing in the morning, she will even call me & make sure its done!

Still nothing!

Pathethic Service !

Its ridiculous to hold on so long & still get no help! MWEB is not paying for the calls made nor do they bother calling back.

Mweb spending all their resources on advertising this new deal, 10mbps for only R399. Do not buy this...where to start.

Firstly I order the product on their website, I then waited 5 working days for someone to eventually contact me. Then the call centre person informed me that the whole process is automated and I need to cancel my Fibre with my previous ISP and get the 30 days notice reference number. Right, did that now the fun part is...in order to get hold of anyone you need to phone the slowest call centre in the world. I phone the call centre and probably on-average needed to wait an hour to be helped. Only to hear the same story that it will be automatically switched on the 1st of the next month.

The 1st of the month finally arrives, however nothing from MWEB...had to call again...waited an hour..send 10 emails only for call centre agent to tell me that they are waiting for the line to be active...ok we wait. Needless to say its the 4th day of the month and I still don't have internet connectivity..I guess thats why you pay less because you sacrifice the service part...do not buy this from MWEB, save yourself headaches and go with another ISP

Getting through to M-Web is almost impossible - holding on for 18 minutes to be put through to someone who can help you with your query is unacceptable. And when you actually speak to someone LIVE, as I did, speaking to a MARVIN (?) and telling him their service is unacceptable and downright disgusting, he tells you to 'hold on' and disappears. Ten minutes later I put the phone down. And I thought Telkom was bad. My fibre, router et al has been installed, but I am still using ADSL and I still have a telephone - one day when I feel strong enough I might try phoning M-WEB to finally connect the system. I am so sorry M-WEB has gone downhill, 6 months ago one could still get through to them. But I don't need a MARVIN in my life.

I have been without internet for almost a whole month. They came to reconnect a wire, then it worked for a day. It's more off than on. I have spent about R500 on airtime to constantly call you guys for help. Not to mention the data I have been using because my Fibre is not working. I'm tired of this now. Please send a technician out to fix this please. I am seriously reconsidering my contract with you, mweb. You are costing me a fortune!

I spent the day trying to sort out my connectivity.
Spoke to technical who advised the product I have has been discontinued.
He will get the sales team to call me, that never happened so I called them. Made about 4 calls had to hold for 16 mins each team when a consultant answers call drops. Eventually got a hold of someone who gives me fibre prices i requested for him to call me back in 30 mins as i needed to discuss with my partner. The call back never happened so i called back. Spoke to anothr consultant who advised that the product i currently have is not discontinued as yet. She puts me on hold without let me know whats happening next thing I hear i am caller number 4. I was transferred to another department. My airtime ran out so I still don't have my issue resolved.

Mweb should have a call back facility if call drops.
I should have been called woth regards to the discontinuing of LTE product.
Very unpleasant experience.

i recently decided to get the " don't mean to brag" uncapped, unthrottled fiber from Mweb. that was on the 11th of this month, i couldn't get through on the phone and did a half application online 30 min later they call me back and are happy to help. so i sign up over the phone, unfortunately, that is where their "happy to help" attitude ends. since then i got my router but no contact has been made by their installation team. I have been waiting for over 20days now, the sales lady that was eager to help has only ignored my emails and has been on leave twice this moth so she says to me when I said "that if I get no response I want them to collect their router".

i find MWEB's service atrocious once you sign on the dotted line. and im not the only one that feels this way, clearly everyone on their facebook page feels the same.

what a TERRIBLE experience MWEB! BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD BAD !

I ordered a 20mbp fibre line, and the guys from link africa installed it on Monday 28th October, and I had to phone mweb sales to get it activated... Well 194mins and 11 calls later still no answer... I even phoned the billing department to cancel this before they even Connect me... But haven't heard a thing... I'm over it and done... Good bye mweb... Don't want u or need you.. Gonna find a company that can deliver a service promised. So please send ur courier to collect ur modem and remove this line.

The service from mweb is absolutely shocking. Mweb is quick to sell me the fibre but not quick to help set it up. I have used R300 airtime to try and get my fibre to work to no avail. Your website is absolutely useless and does NOT give the option to log a query like you claim it does on the phone menu. ALL mweb numbers give the same menu without the option to speak to a texhnician. I want somebody to phone me ASAP to help set up my fibre or send a technician out TODAY to fix the problem. I have followed ALL the steps i was told to and it still says it's connected but no Internet usage. I want this sorted out ASAP. My number is [protected]. I will wait for a response else I will be going onto Hello Peter and Facebook to complain some more until someone helps me.

Its been one week and R300 worth of phone calls to hear when will mweb dever my free router. Every time the operator i speak to says the next day it will be delivered. And i am still waiting. Plz can someone assist me asap. [protected]. My id [protected]. If this carries on and my routeris not delivered this week theni am going to canel my contract with mwe

A week after my fibre line was installed, my internet connection became almost unusable. The technical department said my router must be faulty. After an entire week without wifi (not being able to use printers scanners etc), the 'new' router arrives. I open the box and instead of seeing a new Zyxel, it's a refurbished router without even a model name and dirty wires, not even in its original box (a WR7020v2 which I see is selling on the gumtree for R250).
I am beyond disgusted and angry.
When I called the help desk, the first person asked me to wait, then a second person came on to the line with no knowledge of the first person, asked me to wait, then a third person came on the line with no knowledge of either of the first two people. The second person said I got a refurbished router because I had passed the seven days. If you imagine MWEB will get away with this CRIMINAL behaviour you are very mistaken. I will do what it takes to expose this disgusting service.

Dear Sir/Madam,
On 17th October I compaint to their helpdesk about about my email adres being compromised
Please find below all the correspondence with their helpdesk:

Mr J Haring, Tuesday 15 October 2019, 06:19AM
Since yesterday my email (outlook) gives me error 800CCC92 meaning my login has been compromised. Please advise how I can fix my email. Maybe resetting my password, if this is possible.

Mr J Haring, Wednesday 16 October 2019, 12:42PM
After sending several queries to inform you, that I am unable to log into my email account I am not receiving any response.
Is the email server perhaps down? My email account is [protected]@iafrica.com. It would be much appreciated if this problem can be resolved as soon as possible. Is it perhaps possible, that you can sent me a link to change my password? On the internet I found that error 800CCC92 means that my email account as been compromised. Maybe after trying various passwords to log into my account the account is perhaps blocked. You can contact me on [protected] or [protected] or [protected]
Kind regards
Jan Haring

Mr J Haring, Thursday 17 October 2019, 10:18AM
With reference to my previous queries, I am still unable to log into my email. I have spoken to a gentleman who confirmed that my email login has indeed been compromised. He sent me electronically a new password, but when I tried to enter into my email account with the new password a message appeared, that the login again failed with a message, that I must use my MWEB account and password. I do not know who compromised my account but it is possible that when I sent 'n email message to GrantEnquiries@SASSA.co.za I received a message, that the website did not have a valid security certificate. Maybe you can investigate if that website is responsible for the hacking of my email account.
In the meantime I am still not having my email account back
KInd regards
Jan Haring

Mr J Haring, Saturday 19 October 2019, 11:20AM
With reference to my previous queries I wish to inform you that since Thursday morning my internet connection has also been suspended. Can you please communicate with me on my mobile phone [protected] to explain what is going on.
Regards
Jan Haring

Mr J Haring, Sunday 20 October 2019, 09:07AM
With reference to my previous queries the password that was given to me to open my email account was in fact the password to open my internet connection. I inserted the given password into my router and voila my internet worked again. But I still need a new password for my email account as my existing password (Marius32) still fails to open my account. Still giving me error 800ccc92 meaning that my login is still compromised. It would be very appreciated if you could help me in this regard.
Kind regards
Jan Haring

Mr J Haring, Tuesday 22 October 2019, 06:53AM
When trying to test my account settings in Microsoft mail (via Control panel) it gives me the following message:
The server you are connected to is using a security certificate that cannot be verified.
The target principal name is incorrect.
Do you want to continue using this server?
When viewing that certificate it gives the following information:
This certificate is intended for the following purpose(s)
Proves your identity to a remote computer
2.16.840.1.114412.1.2
2.23.140.1.2.1

The certificate was issued to: *.synaq.com
Issued by: RapidSSL RSA Ca 2018
Valid from: 21/02/2019 to 05/03/2021

May this information will give you an idea who has compromised my email account.
MWEB Help, Thursday 24 October 2019, 15:36PM

Hi

Our records indicate that your account is active. I have reprovisioned your account.

Please use the following SMTP server for a possible solution:

smtp.mweb.co.za (you will need to enable "My server requires authentication")

advanced settings:
SSL: must be off
ports: 587

Mr J Haring, Thursday 24 October 2019, 22:13PM
Still does not work. Still getting error 800ccc92 Your email server rejected your login. Verify your user name and password for this account in account settings The server responded: ERR Your login has been compromised.
My incoming mail server is :pop3.iafrica.com
My outgoing mail server is:: smtp.iafrica.com
My user name is: [protected]@iafrica.com.
Last Thursday I phoned the Mweb helpdesk where a certain gentleman told me, that my email has indeed been compromised.
Does that mean that the account is still active, but that somebody else is using my email account account and most probably changed my password?

As I have currently no working email address, it is no use to inform me about results via email. But you can contact me via mobile phone: +[protected]
Thanking you for your assistance.
Kind regards
Jan Haring

We have 100mbs fibre line installed. The line drops suddenly and we are stuck without internet for the whole day. We run a business and require the line to be working all the time. When we phone them they ask a lot of information regarding our router like serial numbers and what lights are on etc. They should have our information on file and there should be no reason for us to give that information to them. They ask us to switch of the router and then on again. Which we always do if there is a problem. We then have to to a broadband connection with a laptop directly from the router. We have to then get a laptop from somewhere and then run around to do a broadband connection and do the settings for it as well. After all that is done they say that the problem must be with third party fibre line provider and then log a call with 3 to 6 days turnaround. 3 to 6 days turnaround, who has time to wait 3 to 6 days to start working again? After the call is logged, the internet is restored a few hours later or the next day. When we phone Mweb to find out what the problem was they say that the line is fine and that they do not know what the problem was. This is clearly a service issue on Mweb side and needs to be sorted. I did log a complaint with them over the phone. Hopefully the problem will sorted, but this is not the first time we logged a complaint and the service problem is still occurring intermittently

Open serve completed router installation with fibre on the 17th of October 2019. They supplied ref number B310067110. I tried a couple of time to phone and provide mweb with this reference. I was told sms will be sent but nothing. When I log in the account page it shows installation still not complete. Please help?! I am happy on installation being prompt/quick but now service delivery has stopped... User: [protected]

The service of MWEB is despicable.I initially opted for a change from adsl (which i was totally satisfied with) as i was advised by mweb via an email that they are doing away with adsl and that the installation of LTE/FIBRE would be free, which for me being unemployed sounded ideal...BIGGEST MISTAKE, as since the installation of such device, i have had endless issues with LTE and subsequent lack of response from the powers that be to my issues(having left messages for their sales manager Miss Widad et al to phone back...maybe they thought that the problem would be resolved by itself.They certainly don't perscribe to the adage that "CONSUMER IS KING"and that i've been so incommoded.
First of all they did not advise me that LTE is a cell phone based product( which they deny of course saying it's wi fi...well my adsl router was also wi fi) hence the 4g router reflected on the packaging and the bars on the Huawei denoting signal strength.They also didn't tell me how the the data provided i.e.50g + 20g+ 50g would be broken up during the day and night.50g +20g between 7am to 12pm and then 50g from 12pm till 6am-who the hell works on the computer at 12 midnight to 6am...insomniacs?

Hi,

I applied for mweb fibre 3 weeks ago with the infrastructure provider installing within a week and the router being delivered within a day.

all his happened within the week of the 30th September 2019 to 05 October 2019, and since I've been calling about activation and everyone I talk to says within 24 hours to 48 hours and this is from sales to technical departments.

I don't understand why no one knows when activation will happen and why its taking this long to be activated

Please assist

Very disappointed customer
Samuel Moteka
email:[protected]@mweb.co.za

I have been a new customer with Mweb for just over a month, and this is the 2nd time that i dont have internet connection. Service is very unstable. Since yesterday 15 October 2019 to date my problem has not been fixed. I previously have a Uncapped LTE package with Telkom and over the 24 month period i had Zero down time.

Extremely disappointed with the service from Mweb. Paying for a service which i cannot enjoy uninterrupted.

We took out a contract with MWeb, thinking it was the right choice. Sadly, the service is horrific! Our wifi router has been faulty since day one...dropping at least once every minute or two. Logging a query is useless! They keep closing the query as resolved. Getting hold of the technical team telephonically is impossible. I am at the point where I want to use my Costumer Consumer rights and cancel this contract for non performance. You pay a fortune for a service that is beyond dissatisfying!

I ordered MWEB fibre as it was sold that we would have no issues with gaming, TV or coverage troughout the house and that the package on the day i would get a phone free with the installation. I cancelled my Telkom account that was a 4Meg line. Since the installation i have constant issues with coverage and gaming lag and smart tv lag limited coverage in flat. I have phoned for support on numerous times but either get cut off or get transferred and do not get helped. All I want to know is what is wrong and why is the coverage worst than Telkom, MWEB is brilliant and sending invoice staements and deducting money but cannot give me a call or tell me what the issue is. At stages we have internet and then we dont it is as if there is no constant coverage, usage on one day showed 65 GIG with one person at home? My package is R729 never to repeat deal but now the costs drop to R529? I am not happy with the new fibre line and if this do not get resolved soon I will take next steps.

I am an MWEB customer in Durban North S.A. Since Thursday morning, I have been having on & off internet service.All day Thursday 10/10/2019 I had NO internet.
Friday morning had internet on for about 1 hour, After numerous complaints from Thursday, the internet came back at around 13.30 until 17:35. Keep on phoning and waiting for over 20 minutes at everytime, without any success. Phone on Saturday as still without internet, was told the same jargon, phone again at in the afternoon after waiting over the phone for 27 minutes spoke to Lauren, who as all the others spoken to, just tell you that they will update the fault with "LINKAFRICA" who has got the monopoly of the fiber in my road. Also everytime I manage to talk to someone, I just get told that it can take 3 to 6 days for LINKAFRICA to sort it out. this morning Sunday, the line is unstable. I will again try to contact Mweb tomorrow and find out the next excuse. What MWEB who is the company which collect my money every month do something about it.

your service is an absolute disgrace! i spoke to lady Lauren on the technical helpling saturday 14h53.
My email has been down since yesterday i cant download or send emails from my Outlook!
Lauren asked me certain questions, i answered all her questions - just the 1 question regarding my postal address, i pay via EFT each month R80-00
She refused point blank to assist me further! I answered all her questions regardless she refused to help me -- told me i must update my details via the website before anyone will even help
What a bloody joke!
Total discgrace MWEB - i can't even run my business
I guess no one will call me to assist me?
Allan Howden
[protected]