MWEB.co.za
Reviews and Complaints

Good day

This is Charles Douglas Lesiba, ID [protected], cell [protected]. Installation is done and I want to activate my account.

Waiting for an SMS with the pin to activate my account, poor service from mweb.

I expect to get feedback with regard to the above before I use social media platforms to voice my frustration. I'm not willing to wait any longer.

I expect respond within the next 24hours.

I received an email from Mweb that my Cell C LTE will be discontinued by end of October and I must contact them to discuss a new package.
Apparently they can't get me the same deal, so I have no alternative but to cancel the contract. It took me 2 hours to get an agent at cancellations. I spoke to Carlo Peters and he said he will send me an email. The email was an indemnity form that my area do not have coverage for Telkom LTE, although he wants me to take a contract for that. I replied that I am not going to sign it, after which he said then I must phone cancellations again.
This is ridiculous, seeing that I acted on his suggestion about the email and therefore lost my call. I am dumbstruck and despondent with the service I received from Mweb!

I attempted to cancel my LTE service, which Mweb makes extremely difficult to do. I followed the correct procedures, then got a call from an agent to process my cancellation. He made me aware of the Fibre option available, which the Website contunously showed as unavailable. I confirmed that i would look at that option, and as aresult Mweb havenot cancelled my LTE service, and insist i confirmed that i was going to sign up. They continue to bill me inspite of me actually cancelling!

Ive called a fiew times Ive done everything they asked and still no luck with the registration for self service or recieving a monthly statement via my email Ive mailed all the relevant docs to them and no one is helping me this is an ongoing problem for months. My number is [protected]. I talked to Taambiet Noel and I cant remember the other ladys name on thee live chat but no help, Please resolve this issue and please update our details

I signed up with MWEB on an open contract agreement for the 100gb data LTE package with Cell C. They provided me with a free router. The terms of this agreement is that we were not allowed to cancel the service within a 12 month period or we would be charged a cancellation fee for the router.

I received a notification advising that MWEB has cancelled their agreement with cell c and therefore our contract would end.

I called in after receiving the email, and was ensured that since this contract is being cancelled from MWEB's side I would not be charged the cancellation fee.

An hour later after the phone call I received an sms and email from Rukaya Smith confirming my cancellation (which I did not ask for) and that I would be charged R898.42 for the early contract termination.

I am utterly disgusted with how this situation was handled and the phone assistance was completely unsettling.

I have tried calling back and responding to the email - which is keeps bouncing.

I am extremely unhappy with the lack of service that I have received from MWEB as a brand new customer. My Fibre line got installed on Wednesday 11 September 2019.

At 16:36 on the 11 September 2019 I received an SMS stating that my Mweb order has been complete. That evening at 6pm, when I got home, I called your Technical assistance line at 6pm and the IVR said that the call centre is closed. I needed assistance in setting up my router and I could not get assistance. I even went online and logged a query and to date no assistance.

I then called your call centre at 8am on the 12/09/2019 spoke to a consultant who told me that I have to call back when I am at my property, he assured me that the call centre will be open and that it closes at 8pm. At 6pm last night I dialled your call centre, I held on for 30 minutes with no assistance, could not get hold of any agents.
I tried again at 7pm and at this point your IVR mentioned that the call centre is closed.

Eventually I managed to set up the router myself . Then when I did a Internet Speed test, my down load speeds was only 3mbps and upload speed was 20mbps. Your advertising on the product that I signed up for said that the fibre speed is 20mpbs upload and download speeds and no throttling.

I am extremely unhappy with the lack of service and for not getting the internet speeds I signed up for.

Please treat this as urgent or I will escalate further.

I have a Cell C LTE product with MWEB of which in the time of the contract they told me that I am on the edge of coverage and therefore will be sitting with the problem of no coverage most of the time...they weren't supposed to sell me this product int he first place...I currently have to coverage again and Everytime have to phone in and waste my airtime...I received an email yesterday that says Cell C has stop their business with MWEB and will not longer provide the service they provided for me, bearing in mind that I have a contract with MWEB...I am dying to see what they will do about it cause if I didn't pay them they would have told me about breach of contract and take me to their lawyers...and I am certain it goes two ways so can mweb get into contact with me to tell me what they going to do about this as I don't think it's for me to phone them...this is their problem not mine

Good Day

As a recent purchaser of your MWeb Fibre, I am disgusted! I had a better connection with ADSL!

I phoned your technical department numerous times and still I have not been given a solution!

This morning alone, no less than 15 times has my connection been dropped and this is a DAILY occurrence!

If you are unable to sort this problem out, please cancel my contract with NO cost to ourselves. As it is we are a poor NPO trying to good for special needs children with NO donation from MWeb and still being held up with MWeb's crappy service!
Acc: 2075351

I signed up for fibre at MWEB. They subcontracted Paarlberg Consulting to complete the installation and this is a disgrace and disaster.

They have already spent 2 days and all I have is wires being run through my water run offs and a hole drilled in the FRONT of my house. No conduit/ducting used. Wires just run on the outside of my house.

My sidewalk has been dug up. WTF is going on!

I downgrade to a cheaper 100mbps plan 15 August. I got billed for the old plan 1st Sep. from the 1st Sep my fiber line is not even seeing 50mbps. I am promised support calls everyday yet nothing happens. Apologies by the dozens and that is where it stays. Tell me if you enjoy raping my pocket? Is this the kind of service I need to get? Mweb is absolutely pathetic.

I have received my router last week already. On the website they say they will charge me from the day my router was delivered, but they havent even installed it yet. Frogfoot hasnt even called me as yet to do the installation... Should I rather cancel this and look for an internet provoder that works quicker? I want this installtion asap as I am paying for it, if you dont want me as a client, I will look for someone else to assist with internet.
Amanda brits [protected]

I have been with mweb for about a month now and had no problem, then last Friday the 30th of August i got back home and was on a 1 mb line where i have to be on a 10mb line, i called mweb and they said it takes few hours to fix then the next day i called again and they said it takes 3 to 4 days, today i called and now they said it takes 10 to 15 days from today because they only submitted it today. I have assignments to do and send in but the line is so weak i cant do it, if i dont hand it in i will not be able to write exams, i am thinking of leaving mweb because if this.

December 2018 I renewd my subscription for a single Microsoft office user for the amount of R85.00 from Mweb. In January 2019 I decided that I want to switch to a multiple Microsoft office user for the amount of R 109.00. The lady at the customer service helped me to switch. So they send me a new product key, when I typed in the product key my computer showed that the key had already been used. I checked the key and it was the same key they sent for the single user. I phoned customer service again to tell them the product key had been used, then this lady tells me I cannot switch to a multiple user I will have to pay the full amount for the single user first before I can switch, which came to a amount of over R7000. So I told her I will stay with the single user. End of January 2019 they billed me for both. R85 and R109. I phoned customer service, stayed on the line for half an hour with no help, I logged a query on the website twice, where they tell me I am only being billed for one. Every month they deduct this money from my account, which I just reverse. Now they have handed me over. What do I do? How can I pay R109 for a product that I don't have?

My line was installed last week tuesday. Up until now no one seems to have the ability to assist me in activating the account. I have been promised numerous times it will be activated today and i will get the sms with my username and password. But everyday seems to be a mweb system issue. This is becoming ridiculous now and very dissatisfying makes me question my choice in isp that i have choses. Started off on a very unhappy note with mweb.

MWEB could not confirm my address without a municipal bill for OpenServe to set up the line. OpenServe called me before i could send the confirmation and could not act at the time of the call. I have since confirmed my address and escalated the issue but MWEB can do nothing but say "hopefully OpenServe will call you this week". I still have not been called to set up an appointment.

MWEB also did not inform me of the company that would be delivering my router. When the security for the secure estate i live in called me informing me that someone wants to come to my house, i turned them away, not recognising the name of the people coming to visit. Now the router has been warehoused and flagged as "delivered", the MWEB employee who i followed up with to restart this process flat out lied when saying "your router will be delivered within 2 days" on Thursday 15 August. I know because i followed up today Monday 19 August and was told the above details that it was flagged as "delivered". It most certainly has not.

I was also invoiced by email for a billing date of 12 August before MWEB had followed through on any of its promises. Implications that i owe money should follow after the service has been delivered, even partially, even if the invoice is for R0! The closest i have been to fibre is the phonecall where i signed up for the service.

Finally, it would greatly help your initial customer interaction if the hold tone didn't sound like someone playing drums and piano in a washing machine. Very irritating listening to a garbled mess while i'm following up on every aspect of my fibre order!

I subscribed on a 2 month free promotion a month ago and now my account is suspended because of a payment issue. They close at 5 pm and i was on the phone with them from 4:45pm and they just put the phone down. I have called them 2 weeks agk and they said it will be sorted out and they never contacted me again. I have to work and use my internet. Now i have to wait because no one can finish helping me because its 2 mins after they close. I applied for the promotion on time and had to wait for 2 weeks for activation and delivery and now i dont get the package that i applied for. How does that work?

I took out a contract with you guys almost 4 or 5 months ago and from the time I got my LTE contract, I have had endless problems.
I am unable to watch Netflix without it continuously freezing. The router was supposed to allow up to 22 devices to connect yet if more than 1 device is connected, it doesn't work... Network becomes extremely poor and you cannot use the internet. Downloads take forever and it is an absolute nightmare. I logged a ticket and it's been open for over 90 days. I get interim feedback every 2 weeks or so but no resolution. Last week I was advised that a new Sim card will be delivered and now my current Sim card is not working at all. The 3g/4g light is constantly red. I tested it in my phone it still doesn't work. I reset the device and it still doesn't work.
I called the service desk 3 times today and the last guy said Il just have to wait for the new simcard. My question is... How the hell am I expected to pay for a service that I cannot make use of? He said that you guys will reimburse me for these days that the red light is on but what about the last 4 months?
This is the most pathetic service ever and I expect it to be sorted out ASAP or you refund me for the last 4 months and cancel this useless service.
I expect a response as ASAP... Do not make me wait another 2 weeks.

Good day please be advised that I have made several calls and contact with you guys regarding the technical error that I am experiencing. I have not had wifi coverage for a month and I have communicated with you guys via email and telephonically. I have called on Sunday the 29th of july 2019 made three calls and was no help what so ever. I have sent the required document which is the opt form together with my iD document on the 02 August 2019 and still no joy. Called mweb four times to find out wats going on and quess what mweb has a back log . Having said all of that I get a message the email address that mweb has on the system doesn't match the one that I sent my documents from, because customer care has take the email address incorrectly. So now I have been told to contact customer care which is now not just waisting my time but also waisting my airtime. I then get told that a manager name Brett Best cannot assist so explain to me what is he a manager for as I did indicate that this is for business use. Also mweb customer care can only be contacted on Monday. So I cannot do business for the next three days. Is this the service mweb provides. Please assist. Kind Regards Sharon Vandayar.

I have been taken from pillar to post by the consultants and I'm tired now.my account number is [protected] and my cellphone number is [protected].i have been trying to get my account active but it's been a week now.they say bank details and cell number are wrong I even went to the bank everything is fine and there's money in there but MWEB doesn't want to debit and activate my account.im stuck and I named those emails.

Avoid Mweb like Plague, you give them your bank details and they take free reign taking any amount they think they deserve.

and then when I did debit order stop and reversed the money, they started sending me threatening sms and emails via LexMed Debt Management (Pty) Ltd.

I begun with a monthly contract of R49 per month in South Africa.
then they increased to R69 per month.
then two month ago when the contract had expired they began debiting into my account R344.
what an outrageous behavior!
I would not recommend anyone to have a contract with a business that takes its client to a debt collector for nonsense, that is bad business sense that does not make sense!
word of mouth is as bad as online, for i will never recommend MWEB to anyone