MWEB.co.za
Reviews and Complaints

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

Good day.

As you can see on the below pictures the line had to be dug up to find the wire and the white box. Plus everything has been broken.

The box was left open outside with everything exposed.

This is very negligent and to my observation more damage was done.

Please revert back to me as soon. as possibel as I find this very unprofessional and unexcepteble.

From our point of view the cable has been pulled from the outside and then snapped.

As we have no animals or anything in the front yard. There is no fiscal why this was done by us.

Good day,

I have been using mweb as my internet connection for the past 2 months and have been sending e-mails from my outlook account without any issues. This morning it simply won't send. When I connect my laptop to another device with Telkom data it sends fine, but the 2 agents I have spoken to insist that the fault is not with mweb.

I have attached images of pings I have done to check the server while using my other Telkom data connection - everything fine. Also attached a ping I did while using my mweb data sim - not fine.

My name is Johnny Spyridis. My email address is [protected]@mweb.co.za. I have 3 complaints: 1) I am not receiving a OTP when trying to interact with Mweb. It is near impossible to get through to customer service without the OTP. 2) The chat line does not work and calling in and waiting for ages is impossible as it costs me as I am on prepaid mobile. 3) I cancelled my ADSL on 26/06/2023 and kept the email address. Telkom has been billing me monthly ever since. I have now received an email from Nawaal Collins that the cancellation and line migration never took place due to a 'system error'. Surely i cannot be made responsible for this error. Could someone please contact me urgently to sort out the above issues. My cell no is [protected].

I am again complaining about your complete disinterest in my problem. I have been unable to make calls on my VOIP service telephone number [protected] linked to my account [protected]. I was advised by a technician that the phone was not recognising the modem and he would get someone to phone back to assist me, but I am still waiting after more than 2 weeks. When I tried to make a cell phone enquiry, I held on for more than 30 minutes and have already spent a fortune on calls on my prepaid cell phone. Please send me an email on [protected]@yebo.co.za or a message on [protected] and advise me exactly when I can expect a call from your technician to sort our my problem. Renee Rink

This is the umpteenth time I am complaining about the fact that I have been unable to make calls on my [protected] number. I have spent hours and over R200 on prepaid cell phone calls trying to resolve the matter. No one has ever contacted me and I am tired of paying for a service that I am unable to use.

Please contact me on [protected] in order to resolve the matter. My account number is [protected].

I cannot even begin to tell my frustration regarding the horrible service I have been getting from mweb over the past 2 months. Ever since I changed from telkom to mtn (which I asked and one of agents told me that it's the best).I have been experiencing bad service where the network will just go out. To top all of is when I called numerous times without any help and when my airtime runs out after hours of holding no one bothers to call me. I have lost out of so many hours from work even having to apply for leave and the amount of data I bought just this month alone is more than the subscription I thought is unlimited. I have to pay for the service I'm not getting at the end of the day. You can check how many queries I've logged and no help. Am I supposed to be paying for nonsense for 2 years?

Best believe this is also going to the office of the ombudsman

i lost my connection on my fibre last week on the 24th of august 2023 and logged queries with mweb and even called in the call centre, still no one has come to fix my fibre, i use this connection for work but if this is the service im getting then i have to cancel my subscrition because this is bad service.ive been with you guys for about 5 years and if this is how y'all treat your loyal customers then im canceling this.

I am a new customer that Jason requested my password change URGENTLY ,waiting SINCE July for a response. I have requested some to urgently call me to resolve asap! I also signed up for showmax as it appeared to be a free add on with mweb, I then immediately requested a cancellation as I noticed it was a billable service. I now see that I am in arrears for a service I didn't use not still have. I need someone to call me to get these issues resolved. REGARDS Dinesha Chetty I.D, [protected], [protected]

Dear Complaints Department at MWeb,

I encountered an issue while attempting to access my mail account online.

Unfortunately, I was unable to get new messages, in my mailbox:

[protected]@icon.co.za

My messages weren't being delivered despite a good internet connection. They kept bouncing back to the sender, which was frustrating.

Please address this issue promptly for my continued ease of use and peace of mind.

Thank you for your attention to this matter. Sincerely, Tina Booysen

I took out a lte contract from mweb from the agent keegan lingeveldt in July my first payment was due at the end of August 2023. I now receive a bill for 1456 and my account is locked I called multiple times and I keep getting cut off with only 3 people in the queue I don't understand why it takes more than 20 minutes before a call is answered . I have now learnt that salesman will tell you anything to make a sale and earn commissions its not about customers and its no wonder people never stick to 1 provider due to poor experiences and service from providers

In March 2023 , i inquiered for a data package , as i am disabled and prepaid is to expensive . I was adviced that Mwed has a 25 Mbps packet for R 499-00 per month , including installation and router over 24 months .

The person i spoke to , assured me that its a month to month , and you only pay for the time you use . She also confirmed that you pay every end of each month , as i had a issue with debit date deductions .

Mweb dragged their feet , and eventually mid May 2023 a installation date was marked for June 5 th , at 14-30 pm . Octo-tel , the company affiliated with Mweb , arrived , as i got home from medical treatment . It was my birthday , and the treatment i take , makes me quite sick , so i was not outside present with complete installation . The technitians left , and told me the line is active , whitch was not true . When i got to my room , i was horrified .

there were whires everywhere , and what seems to have been glued to the wall came loose , and was just hanging in the air . I tried phoning Mweb for more than a week , making it June 14 th before i managed to get hold of someone on facebook . Politely , i send the lady pictures , and she assured me it will be replaced . In the meanwhile , she said she will transfer me to technical department to atleast make the line active as i need it for medical reasons . With me taking instructions from the person on the phone , we manage to activate the line at 1 Kbps . He told me he will lock a urgent complain and that the matter will be resolved in 48 hours . Ive spend over R 720-00 on phone calls to Mweb , being informed on the 5 th of July my contract has been termanated . I owe Mweb R 815-00 plus R 245 .

The problem was never solved , line went dead .

Today is the 12 Th of August , and ive heard nothing from Mweb again . I even went to their offices , to be told by a securaty guard , i cant go in . All and all the pain , suffering , and fact that

On the 1 August 2023 I spoke to sales consultant 1 doing an application. On the 2 August 2023 I spoke to same sales consultant and request a cancelation. He confirmed that my fibre home line will be cancelation.

4 August I received a notification saying my fibre line is active and mweb will debit my account within 5 days.

With great concern I made contact and spoke to a sales consultant 2 saying that she would get the first sales consultant 1 to call me and clear up the situation. I was reluctant because if the first consultant could activate a fibre line knowing that I've canceled how could he be more helpful.

I however waited and waited on the call back and decided to call the sales team and follow up. I spoke to a different consultant 3 after a lengthy explanation I was told with no empathy that he will log a request for the first consultant to give me a call. So upsetting I requested to speak to management to have my request been taken more serious only to be told by the agent his working from home there's no way I could speak to management.

It's clear I'm taken for a fool, wasting time and money to contact mweb and get a matter resolved I wasn't suppose to be in the first place. To top it all I'm unable to activate fibre with a different ISP because of this.

We were repeatedly informed by both the sales and technical teams that if we replace the router (that was giving issues due to age and not allowing for the speeds we were paying for), we will not be billed for the new router, unless we cancel our subscription in the first 06 months following delivery.

This is the first billing cycle after receipt and installation of the new router and we were unexpectedly billed full price for the router. We did not anticipate this and therefore our budget was overdrawn causing another debit order to bounce, costing us additional banking fees. This is totally unacceptable.

Terrible. Just terrible. I'm moving out at the end of July and earlier this month, I requested to move my fibre thinking I'd pay a premium similar to what I'm currently paying, low and behold a massive increase and that too with a different network. According to the agents, because they can't accommodate me the only solution is to cancel the service but they will vhsthr me for entire month of August for fibre. They couldn't accommodate me and they want to charge me for an extra month? Daylight robbery. How hard is it to cancel the service? Why must I pay for a service I won't be using? August hasn't even begun?

I am Danie Bothma and live in Mooi River, 18 Stirling Terrace, KZN. I logged on to your services and then had to wait for the card. I was informed several times that I needed to be able to hand in an ID Document as well as proof of residency. I explained to the Mweb salesman that I rent the place and don't pay for municipal services because they're included in the price.

I was told that I could submit a bank statement as proof. I explained that my bank is in Lichtenburg Northwest. I asked if I could get and submit proof to the SAP’s which could then also serve as proof of residence. I made it this way, and the SAPS stamped and signed the document. The document then serves as an affidavit.

The courier guy rejects the attached document.

I adhered to the document request from Mweb and it was rejected.

I am shocked at the way I was treated as a new client, and if that is the kind of service you deliver, then we must cancel the contract before it commences. I adhere to the request from you regarding the documents to be submitted, but you refuse.

I also inform you that you are not allowed to deduct any money from my account until the matter is resolved and I have the card in my hand or cancel your services before you activate the card.

The account number that was given to me was [protected].

Regards

Danie Bothma

I have been waiting for my line to be activated for 3 weeks! And it was just a transfer of a line. I have requested numerous times that someone phones me back but to date I havent received 1 call! I work from home and this has seriously affected my lively hood! No one can give me any update or answer other than the fact that it has been escalated to openserve yet everyone i speak to gives me a different timeline as to when it was escalated!