MWEB.co.za
Reviews and Complaints

June 2018 I cancelled all domain packages with MWEB due to the fact that I was no longer operating those businesses, due to many reasons.

Around the 25th August I registered a domain with MWEB. The annual fee being R109 and the monthly fee of R36. This was done online without any problems. A week later I receive an email saying that the monthly fee would now be R49 per month. I had signed up for the R36 per month package and would think that amount should be honoured for a full 12 months and not increased the following month.

On the 12th of September I reactivated newbeginningsmedia.co.za - telephonically. I was told that the domain was still active and that I just need to choose the monthly hosting package, which I did - the new R49 option.
This took two weeks of daily phone calls trying to get this sorted and every day I was told that it was sorted and it wasn't. I spent around R500 just on phone calls to get this sorted and up and running. I was passed from one person to another, with nobody prepared to take responsibility.

I have been with MWEB for years and this is the first time that I have experienced such horrid service.

Around the 15th September I received an invoice of R222.40. I wondered why it was so high, as my hositing worked out to 2 x R49 = R99. I honestly did not feel like going through more phonecalls so I just left it. I did however go online and noticed that my bank details and address were incorrect, even though I updated them online in August, so I had to make yet another phone call. That was on the 28th September. The guy updated my details and assured me that the debit order would go off that account. On the following Monday, 1st, I receive an email saying that my debit order failed. I phoned YET AGAIN and was told that I didn't change my bank details in time so they will re-debit on Tuesday the 2nd. On Friday, the 5th, I receive yet ANOTHER failed debit order email. So YET AGAIN I have to phone. They then tell me that the amount is now R411.84. To say I was furious is an understatement.
The lady tells me that the domain needed to be renewed and and and. I told her that I want to cancel with immediate effect as I cannot continue to deal with such an unprofessional company.

This is affecting the running of my business and it is costing me time and money making daily phone calls and never getting anything sorted.

My fibre connection with MWEB failed on 20th September 2018 - ref MWB8711385.
8 days later I received an SMS saying that the link was down due to cable theft, and there was NO indication on when this service would be restored. Every call I make to MWEB leaves me with less confidence that MWEB can restore this service.
In the meantime, I have been charged for the full month even though I have not had Internet service for 10 days in September 2018, and still don't have service.
CLEARLY MWEB DON'T KNOW HOW TO MANAGE INCIDENTS AND ALSO DON'T KNOW HOW TO LOOK AFTER THEIR CUSTOMERS!
Poor show MWEB!

Hello MWEB

An order was done on the 13th August to MWEB!

I am so tired of playing a middle man between Vumatel and Mweb.

Please can you urgently assist us as I am not a Telkom customer whatsoever and I cannot proceed from you to go to another service provider because you keep telling me that I have a Telkom link to Vumatel and I do not.
Hlengiwe from Vumatel gave me this information and stated that this order was a duplicate.
Reference:- [protected]-[protected]
Box Vumatel
48575443e9cb379c

I do not have anything to do with Telkom. All my services are cancelled with Telkom. As in everything even the landline, ADSL and Fibre was never activated.
PLEASE CAN SOMEONE HELP ME WITH THIS URGENTLY?

If you cannot activate this order then PLEASE CANCEL THIS

MWEB is the most pathetic ISP in South Africa. I've had constant issues with my connection for months now and I'm still waiting for a solution. Every day I have to sit with a connection that has high latency and is incapable of sending pictures on whatsup or download any video when I'm paying for the premium service. MWEB is a joke and must stick to their original vision and leave WiFi to the real honest service providers. MWEB the thief, stealing our hard earned money.

For over a month I have had a problem with receiving emails.

I have a Telkom LTE 3G Modem.

My computer technician took away my computer and when he got to his office all my emails were downloaded!

He did some checks but obviously could not find a problem on my computer that was not there.

I have spent hours on the telephone while MWeb vainly tries to find out what is wrong.

Because I cannot download all the emails to my desktop, MWeb has now cut me off because I am over quota.

I am over quota because of MWEB's blatant incompetence.

I am sick and tired of their lackadaisical attitude.

From the start of the LTE contract we have been struggling with our internet. After complaints and various telephone calls to Mweb, the first router was replaced with a new one.

Unfortunately nothing has changed, we are still paying for a service we are not getting.

The LTE internet service is unreliable and unstable if you do a speedtest seconds apart you can clearly see that it is unstable. According to the Mweb website we are in an area where LTE is fully available - yet we are struggling on a daily basis. We do not have the time nor the strength to keep on phoning Mweb every day to complain about our terrible LTE, we just want to receive the service we are paying for.

Hi. I am an existing client and since the beginning of the month my fibre has not been working, however the debit order went off as per usual.

I spent 52min on the phone with an Mweb techie Thursday evening and when we could not figure out what the problem is, he said he'll send someone today, at half9, 9ish. We are still waiting...

He also could not peovide ne with a direct number. I have had the fibre line for about four months now without any hassles, but suddenly something went wrong.

Please assist me asap, since this constitutes to gross negligence seeing that I pay for a service that is not provided.

My ID is [protected]. My addresses is 174 A High Level Road Three Anchor Bay.
We are, as i am typing, waiting for a ghost, it seems... Please phone me on my cell to schedule a new appointment. My number is [protected]. If you go back into the archives you'll see, hopefully an appointment was logged for today. You'll also see the nature of the problem. Hopefully.

Please live up to our expectation of Mweb. You are a service provider and we your customers.

Sincerely Ms Clarissa Venter

Hi

A client of mine had lots of problems with his email account being hacked. Apart from the fact that the support he got from Mweb was bad, I now traced at least one possible hacker.

My client received and email from a [protected]@mweb.co.za regarding SSL upgrades and a link to reactivate incoming messages.

I know this is not true and traced an email for [protected]@gmail.com embedded in the website where the link pointed. I hope you can catch this guy.

The email he received:

From: Mweb
Sent: 03 August 2018 05:20 AM
Subject: Email Alert

Your Mweb email will stop receiving incoming messages after 24hrs due to SSL upgrades on our server, Click here to reactivate your incoming message log

This update will immediately help your email receive all of your incoming emails. failure to do this will stop you from receiving messages

Thanks,
Mweb

Link: http://site9422624.92.webydo.com/

I am extremely unhappy in regards to the email I had received today, 31 July 2018 stating that there will be an increase in price from the R909 to R929 as of 1 September. I am a new subscriber of less than 2 weeks and its unethical to raise the price within such a short space of time. MWEB approached me to sign on with a "great deal" of R909 - was it just a ploy to get sign up so that MWEB can just raise their price and hook customers?

I can understand if it was a yearly increase, but not over such a short period - also, how do I know that you guys won't increase the price further in the next few months. You cannot make a blanket industry increase, due diligence needs to be given to new subscribers.

Log a call on Friday 26 Jul 2018 as internet was off from Thursday night. I spoke to Jessy who said I would notified of what is happening regarding my internet. Since then our internet is still of and got no feedback from mweb
Please listen to the recorded call. Am I going to be refunded for paying for a service I'm not receiving. On phoning mweb since then I get given hundreds of annoying options that takes you nowhere and also no one answers. This is wasting my expensive airtime and now I'm using data which is also expensive. I really don't want to get this resolved via Facebook

Hi. I am very very disappointed in mweb/telkom. I have phoned mweb about 30-40 times. I can only get through with a landline and my landline is down too. They have supplied me with a app (called zoiper) that I can phone them on wifi/data. I will phone then the it goes through everything and it tells me I am 10th for example. I will stay on the phone and it will say after a while yoy are calller number 6 ect. When it reach to caller number 1 it cuts me off and I must start all over again. That does not work for me. I have used it in the past and it was working perfectly. I went to clients of mine who has mweb 100mb fiber line and it does the same on there network. My biggest problem is I don't have internet for 10 days. That is a serious problem. I use it for my business. I also stream netflix, gamepass and ea access on xbox. I own a 10mb line with 200gb. I pay mweb for a 10mb line + data. They quick to deduct the money upfront to have these services. I want to know who must I send this bill to get not just a refund, but also to cancel this services I haven't recieved my service after I paid for it upfront. I have applied for lte-a, because nobody comes back and tell me what is wrong or offer me other services. I run a business and if I can't deliver my clients go somewhere else. That bill I also want to sent to mweb for all my losses + data I have bought form vodacom to receive my emails. If I haven't paid my service would have been cut or I would have recieve phone calls, sms and email all the time.

Dear Mweb,

I have had problems with your internet for close to a year.. I am tired of calling your technical support to get help as they do the same thing over and over and it's fine for a day or 2 and then back to lagging. For the past 3 months you have been cutting my internet half way through the month due to fair usage policies. This is pathetic as I have uncapped internet. From the day I received your internet the speed has been at maximum 3.00 downlod and 0.40 upload. I do not see the point in paying your fees for slow internet and getting cut off on the 9th. Please could you sort this problem out.

Regards,
Wesley Stoltzer.

Changed from ADSL to LTE operated on the Cell C network. Had speeds lower than ADSL from Day 1. Reported it to MWEB on the same day. That was 3 weeks ago. As of then their response is that they have escalated the inquiry to Cell C (who they don't deal directly with but through Internet Solutions). I call every day to check on progress and get the same response. Once cannot get past the call centre firewall to speak with management. They don't even have a complaints facility on their website.

Dear MWEB,

There is no words for your lack of customer service/satisfactory. It's been almost two month and we are still not connected. Everyday we call in there's an different excuse to what the previous sales technician has said. We even changed our delivery address and you still delivered to the incorrect address and eventually asked our neighbour to sign for the parcel.
We still don't have a username and password.

I really don't know how MWEB can be rated as on of the top service providers.

I will also post the above on all social media platform to show what poor service and respect you have to a possible paying customer (I can't really paying for anything because there's nothing to pay for)

Best,
Ernst

My email address: [protected]@mweb.co.za
has not worked since it was released where I had a post box under my husband's email address. He moved by Mweb to Ignite. From what I have seen there is a 'German wall' between Infinity and Mweb with both parties refusing to talk to each other to sort my problem out. Here is what Ignite has said:

From: Service Desk [mailto:[protected]@isignite.co.za]
Sent: 30 May 2018 11:06 AM
To: [protected]@mweb.co.za
Subject: Your request ID INC000069180 has been resolved

Your incident has been resolved.
The incident will automatically close in 24 Hours
Click here if your issue was not properly resolved INC000069180
Summary details
Closed by:
Closed notes: Step 1: email on the holding number pool

Step 2: call transferred to client services

Ref:MSG0380754_k5aJ1QpD0kVCR32Pw3Bz

I still do not have an email and this is an unfairness bordering on injustice. Can you kindly help? I am extremely frustrated.
Contact: Nana
Cell: [protected]

Have reached only 50gbps 2 since inception of my account a couple of years ago. Varies all the time and has been as low as 1, 7 gbps. All test data is available.
I had the unpleasant experience of taking this issue up with someone at the call centre after having been able Ly assisted to fix a different problem.

The first reason I was given for not reaching 50gbps was that I was using a wifi device to do the test. So we hard wired the laptop to the router and tested again. A slightly lower result was achieved than over wifi.

The second reason for not reaching 50ghps was given to me as being that it was the number of devices attached to the router. We cleared everything off the network except the lap top I was doing the testing on. We tested again and the speed actually dropped from where we were before we took off all the other devices off the network.

This failed to convince the operator that there was in fact a problem. I asked to speck to a Supervisor to whom I was connected.

She advised me that it in fact that I wasn't pay for a "50 gbps package but an UP TO 50 gbps and that even 35 gbps was fast and that I should be Happy with 35 to 50 gbps", in no uncertain terms.

I went back to your website and looked at your adverts. It definitely says 50 gbps and not UP TO 50gbps.

The more I tried to advise both the operator and the Supevisor that I have speed tests going back from inception of the contract till tonight on both my laptop but mostly the iPad over wifi. I have never reached 50gbps except for twice.

The data is available.

I am frustrated as I cannot contact MWEB via email and they can only be contacted via phone - For me as an Expatriate this is obviously not working. This is a modern age where the majority of Companies can be contacted via email, but MWEB not which is in fact an IT Service provider as well. I am trying to make contact to change debit order details as well as to give authorisation on a proxy

reference: ruggies.co.za
Due to the domain hosting that is very limited with mweb and not compatible for gsuite I have request mweb several times to release my domain to the new company. A ticket was send by the new host to mweb which keep on ignoring them. I have send several emails to mweb as well as several queries recorded om mweb account without success.

Synced my dropbox to my new pc which pushed our 20m down / 2m up fibre line with Mweb through Vuma. Seems there is a very low "fair use" cap on their "uncapped /unshaped" contract after which they throttle your line to less than 2Mb, which is slower than our old 4Mb ADSL. Don't go with Mweb, their free installation isn't worth it, rather go with a better ISP like "Cool ideas" who actually offer a real uncapped/unshaped line, and sadly are even slightly cheaper than Mweb, except for the installation fees.

*Attached a speed test, have to take the screen capture before the test finished because the throttling is so bad the test fails at the upload speed.

I have been trying to contact mweb for a cancellation for all the products I have with them.

I contacted support, technical, the people I dealt with in the past and every avenue possible. I have tried login on my account and cancelling and things online suggestions said would help. It is over a month now, and I haven't gotten a response. I just want to cancel everything with mweb.

[protected]@mweb.com
[protected]@mweb.com
[protected]@mweb.com
[protected]@mweb.com
[protected]@mweb.com

Still Nothing.