MWEB.co.za
Reviews and Complaints

Good Day Mweb

I signed up as a new customer a week ago and now i'm thinking that this is the biggest mistake ever!
The technician from Openserve came on Monday 23rd April to install the Fibre after installing he phoned to activate or advise of installation complete, i the customer phoned mweb to inform them and supply the so called B number, after receiving the Router from the courier I phoned as well but now almost 4 days and still no activation when one phone you get send from pillow to post with absolutely no help or advise, incompetent staff just saying " Sorry Sir we cannot activate the router as we don't have anything on the system to say Fibre is installed" really why did we phone on the 23rd?

You guys are more than welcome to fetch your cables as well as router not interested I will cancel my debit order and go to a service provider that are actually interested in customers and how to give service.

I will share this on Social media Facebook, Twitter and to all to please warn the public to stay away from MWEB!

PS! Strange enough Mweb so quick to sign up a new customer but then ended up with this [censored]!

Regards,

Mr Pretorius

Please note I applied for web LTE service end March 2018. I had second thoughts and send a message to RAM couriers not to deliver the simcard, which they anyway did, on 4 April 2018. On 5 April I informed a staff member at Mweb that I am cancelling the application as it is too extensive. The SIM card was never opened or activated, still sealed as received on 4 April. I couldn't afford to buy the necessary modem to use the service, therefore I cancelled.

The person on Mweb side was very rude and threatened to charge me a cancellation fee of R550. This conversation was recorded. I didn't get his name but asked for his managers name, which he stated is David Sinby, or something to that effect. I am disgusted to now learn that they did not accept the cancellation request as well as notice to cancel the existing Mweb service on 5 April but still went ahead to Bill me until 31 May. They have NO integrity whatsoever, no skills to handle clients with dignity and respect and clearly are only interested to make money.

Further note that our Telkom cables were stolen beginning March 2018 and Telkom decided not to replace them. We had no access to Mweb since first week in March and could not continue without a Telkom landline. We made numerous calls to Mweb during the three week period to try and solve the problem. I cannot and certainly will not pay for a service that I could not use due to no fault of my own. The application for LTE was spur of the moment and I immediately realized it would be unaffordable and cancelled that as well.

I have serious doubts about the desperate way Mweb staff is trying to squeeze money from unsuspected potential clients. The consultant who handled my call regarding notice and cancellation was totally disrespectful and rude. He should be disciplined.

I did not receive any service from Mweb since February 2018 die to Telkom unavailability. I did not activate thecsimcard and I did request the couriers not to deliver. They delivered anyway.

I am Iot willing to pay any fees towards cancellation or monthly fees since February for Mweb. I did tell this to the consultant to cancel with immediate effect the existing Mweb contract. Now Mweb expect me to pay for May as well, three months I need to pay when I had NO service at all? And Mweb was aware of the problem with Telkom all along?

What more can I say? This is totally unacceptable and I will not tolerate to be treated like this. I will also NOT pay one cent for cancelling LTE I told this to the consultant, please listen to the specific recording where he threatened me. I did cancel the existing Mweb as well as it makes no sense to have a service without access to a landline. I will take this matter to the CEO of Mweb if I need to.

A van Rooyen

The Internet address in question is cj.[protected]@mweb.co.za

Our MWeb internet services are no longer working and I need it cancelled.

My wife did our business and she passed away. The stop order goes through my account and I can imply stop it but that is not the way I do business. I am abroad and do not have access to our email at home ([protected]@mweb.co.za)

My name is Gerhard Pretorius
Address 4 Kaaimansweg Groot Brakrivier
Landline Number [protected]
My ID Nr - [protected]
My email address - [protected]@yahoo.com

Can some

Beware mweb is a dodgy scammer.
In 2014, MWEB cold phoned my unsuspecting elderly mother to offer her a data contract. I have since investigated the matter as we realized there are a myriad of unknown debit orders on her account all linked back to this dodgy sale. I found one of the companies deducting money from her account and after weeks of struggling they gave me the call recording. I was absolutely shocked by this call.
Firstly, MWEB is scamming clients on many levels. The first thing I noticed was they gave her the impression that they are from her existing provider and want to offer her a better deal with faster internet for less money. The sales person asked her if she is with Telkom, she said yes but she does not know what package. (Her ADSL line is with Telkom, her data was with another ISP.) The agent said her internet will definitely be faster. This is a 100% false statement as her infrastructure does not allow for faster internet due to the distance from the exchange. She was already at the maximum possible bitrate with an unshaped, capped account. This was a blatant lie and extremely misleading as it's physically impossible to get faster internet on the ailing Telkom infrastructure in her area. Secondly, the agent said it will be cheaper. (The sales person did not know who her providers was, or how much she paid monthly) At the time, she was with a provider that was by far the cheapest. This means, again blatant lie. This is obviously the modus operandi of a scammer.
The agent went as far as telling her she must just remember to cancel her Telkom data package and said "To cancel your Telkom line, here is OUR cancellation line number" This gave her the impression the lady was from Telkom as she said here is our cancelation number, not their cancellation number.
This is not even where it gets crazy. During the last 2 min of the call, she sold my mother a whole bunch of items that was not relevant one after the other. She told her, you get free funeral cover for 6 months. But forgot to mention after 6 months you pay something like R149 p/m. This is again blatantly misleading a client. She quickly said a couple of things right at the end that added probably R300 to her bill with my mother clearly not hearing what she is saying and saying OK after the sales agents uses cleverly placed tie downs. She did not explain how to get access to any of the value added services she will be paying for. This is clearly extorting money from clients with misleading and dodgy sales tactics.
It's now been almost 4 years that my mother paid for all this crap due to a dodgy sales tactic and unethical sales methods by MWEB. Trust me, I will take this as far as I can, stealing money from old people because you know they don't understand should be punishable by law. I will also send this call to Telkom so they can see how you steal customers by pretending to be them. Luckily I have family high up in Telkom, will send it directly to them.
I will also advocate against you scammer where I can and preach against your dishonest company at every turn. I have all the calls, will be making the available to the public so they can see how you guys operate. I would be ashamed of myself.

I received a bad service from MWEB. I applied for MWEB 25GB LTE-A on 10 January 2018 and i've been sent from pillar to post.

I was advised by Zahrah Almas on 11 Jan 2018 that the deal is no longer available but my colleagues that applied after me have been receiving positive feedback. They were asked to confirm their addresses and receiving emails that their routers will be delivered within 7 working days and

i re-applied again on 12 January 2018 and i received an email from Babalwa Mrwebi, I qoute " Good day

Thank you for your LTE-A application.

Please advise if you will be using the LTE-A at the address that is on the application form which is 251 Oak Avenue or will you be using it at your home address?

We need to do a coverage check at the address where the router will be used." i replied the same day that i'll be using it at 251 Oak Avenue, Randburg. i havent received any feedback from Babalwa ever since

Then i received an email from Karin Bestha on 26 Jan 2018 advising that the 25gb+25gb Bonus data has come to and end. i asked when did it come to an end and i received an email from Babalwa Mrwebi, i qoute 'Good day

Thank you for your reply.

The deal came to an end on the 25 January 2018.

Please note that we wouldn't have been able to process the order with the missing information which we had to find out from you". Which is not true coz i responded on the same day when she asked for my address.

I was treated unfairly by Mweb and its unacceptable. If this deal was out of stock why did my colleagues receive their routers coz they applied after me. i can even give you their names if you want. U dont treat customers fairy

Mweb was Quick to sell a router, to me in Dec and committed to arrange ADSL installation within 10 working days. I have called the customer service line since early Jan. The agents promised to call me back but I have heard nothing from them despite these promises to call me. I still have no indication of when ADSL installation will take place. I've been waiting for more than 2 months.

Last week I signed up for an Lte-A product. The product arrived, was delivered as promised. However I have now had this product since Tuesday morning the 23 Jan 2018 and it still has not been activated I have no connection and it hasn't worked worked once. all I'm being told is someone will get back to me. And it's not only me my neighbor ordered the same package and same day and he is also still offline with no luck with mweb.

In September I cancelled my Telkom fibre order and switched to Octotel. This was confirmed by MWEB via an SMS. I phoned Mweb in December and was told I am still registered for an Octotel fibre installation and to call back in January 2018. I phoned MWEB today and was informed Octotel cancelled my order. Why? Why I was I not informed by MWEB which is my service provider. Surely if Octotel was going to cancel MWEB should have contacted me to enquire if I was still interested in the fibre installation. Can I get an answer?

I ordered a fibre line through Mweb. Very helpful sales but that is where it ends. The fibre line is owned by Vumatel. They sub-contracted Fibre link, ( a company with no office contact number). Vumatel promised to be at my place at 10:30 on 13 Dec 2017. After me making several calls, they arrived at approx. 1:30pm. They started working at 5pm and left at 7pm with the installation being incomplete. They further promised to be at my place around 7am on the 14th. In the meantime, Mweb cancelled my dsl service and suggest I wait 5 days before going online with fibre. I logged complaints and reserved ref. no's but that means nothing as neither Mweb nor Vumatel has contacted me. i called mweb early the 14th only to be told that I am online, (how is this possible), when the installation is incomplete. After escalating the matter, I am yet to receive an update from an Mweb manager as promised. Furthermore, when i placed the order for fibre, I was told that my fibre line will be active when I am ready and I can possible expect between 1-2 hours downtime. Now I am told that there is a downtime of five working days...what lies and deception. Mweb ticket no. MWB 6022206 and MBW 6024476

I upgraded to Fibre last month and at the same time applied to port my phone number as i did not want to keep paying Telkom fees. I filled in the forms and submitted to Shihaam at Sales. I am now still waiting for feedback on this it is 13 December 2017. I have spent almost 3 hours waiting on the line to speak either to a person who does not know or puts me through to another department which i hold on for. I would like to have been better informed of the process and kept up to date with where things are. It is one thing to sms me, but then i need to phone mweb again and sit in a line and speak to a stranger that does not know my issue and does not know how to fix it. Very frustrating situation.

I am now at the stage where telkom has informed me that they have cancelled the adsl on my side and said that the 3rd party(mweb) can port the number...that is a week ago. no feedback. I am also experiencing slow internet at night...so much for uncapped fibre? Mr kent

Good day

I ordered Fibre on the 30 October. A sub-contractor for Open Serve arrived only to tell me that the pipe was blocked and they could not install the cable. I was told that Telkom would charge R160 x 35 metres! They just left. What shocking service, obviously not interested in my business. They did not even probe the pipe!

Vumatel is also installing fibre in our complex and they said they would charge R1700 to install to my house. They are hungry for business.

I have been a member of Mweb since 1993 and your personal stated to me that the installation would be seamless. I got different answers, one being that I would get 30m free and another said 8m free.

I am not happy, so I think a change of service provider is on the cards!

Good day. My name is Erika le Roux. I signed up for Showmax through Mweb a few days ago, from the United Kingdom, using my South Afican cell number and ID etc. As i currently temporarily reside in the United Kingdom, I cannot get access to my MWEB account, as my South African cell phone is not active, thus I cant get my user access code on my cell. I received an email saying my Showmax account is active and ready for use, but when I open Showmax, there is nothing to view. As far as I know, the first two weeks of Showmax is free, now I have received an Invoice from Mweb for R73.45 (account nr: [protected]) - i dont know why i received an invoice, i have not received any service, cant access Showmax and cant access my Mweb account. I would like to cancel my subscription to Showmax and with mweb with immediate effect, this whole experience was unpleasant. Please phone me on +[protected] to resolve asap.

I have an Alias email address that I have never used nor disclosed to anyone and hence only known to me and MWEB.

How is it that I receive Spam emails to said unused email address ?
There can only be one answer, MWEB have likely disclosed said email address to third parties in contravention of the Protection of Personal Information Act of 2013. End of story!

My account number is [protected]. I have been a client with Mweb for many years. I used to have an ADSL line through Telkom and Mweb was my ISP. Because of the Telkom line my speed was poor and it was not possible to upgrade so when fibre was installed in out area I was over the moon. There were plenty ISP with great packages but I decided to stay with MWEB even thought they did not have the best solution as I never had a problem with them. Well, that was a big mistake. I signed up for a 20/20 uncapped line speed, and they did not have a problem in billing me for the above but I still only have a 4/1 speed. I have spoken to fibrehood, they confirmed that I have a 4/1 speed and they cannot change it on my requested but they will change it on MWEB's request. The technical department tested my line and they confirmed it was a 4/1 speed and my contract is a 20/20 and they transfer me to the sales department. The sales department say they will look into it or they say its a technical fault. I have contacted Mweb on several times via phone or their web to get this sorted but as of today I still only have a 4/1 speed. I am just so frustrated. I want a 20/20 line and if Mweb cannot help then I want a refund and I will go to a different ISP.

Good day

This email has been sent to: operations, sales tech. Several times since 14th august.

Only reply is from tech advising sales must answer.

Please if you cannot help pass it to senior management, or the board.
I need a clear written reply.
My past experience with telesales, been unsatisfactory in that they don't listen, just babble on, will rattle off terms and conditions at high speed, which comes over as gibberish, unacceptable.

To my mind my request is both tech and sales.

Please pass this email to a senior manager who has authority to [censor] and reply.

Good evening

I'm looking for help /advice.

Currently I have an adsl connection with mweb.

With fibre optic mow available through numerous sites, i'm at a loss on who to support.
You, telkom or vuma for starters.
Telkom offers free installation and packages.
You offer r500 towards installation and packages.
Vuma charges for installation and has packages.

Currently I am on an adsl connection with you.
Per the vuma brochure they start at 4:1 for r396 100gig
Neither you or telkom match this.

All is vague and misleading.

I would presume that the 100gig is pm.

Cables are laid/strung.
All that is needed to complete the process is for telkom a short cable to the house with a signal converter.
Vuma place a connection point on the boundary wall, therefore, necessitating a short cable to the house plus converter.
All capital cost of cabling is carried by the respective companies.
What is outrageous is the high cost of installation.
What happens to the telkom adsl/telephone side of thing.
Telephone service is naturally still a requirement, and cost.
The converter obviously connect to a router by wireless means, or by a network cable.

While the carrot is tempting, everything else is mystifying.

As a person I would like a detailed explanation; which is:-
Am I to be a cash cow?
What is ripping off and what isn't?
Advice on what I need, and do not need.

From my side some streaming, using line video calls to family, emailing and receiving short videos and photographs of printable quality..

Maybe a bit of this and that.

I've been a client of yours for many years, a pensioner aged 73.
Therefore costs and price is important.

I you are unable to assist please forward to someone who is human and can help.

Not to one who will insist on saying I am telling you as if i'm a nincompoop!

Trust you will assist

John st clair-mulley

— end of forwarded message

Hi I have two lines with MWEB on 4 Mbps in Cape town and one 2 Mbps in Joburg. We have been trying for the last 6 months or more to get this situation resolved with MWEB. My line is operation at less than 1 Mbps as tested by your technicians. I have spent all my airtime in the last 3 months trying to get this resolved but to no avail. If this is not sorted out within the next week I will need to look another provider that can help me.
It seems once you've made the sale the service is over!
VERY unhappy

Ticket MWB3515474 - Account No: [protected]

I am very unhappy with the service we received from MWEB Sales team. I requested our line to be upgraded from a 4mbps line to a 8mbps line on the 21 April 2017 and to date still not been done. I then called MWEB and held on for 10 minutes and was then told that it was NOT done on the 21 April and that they would do it now and my internet will be unstable for up to 10 working days and that they will bill me pro-rata etc. I am not happy at all and I would like MWEB to look into this ticket number complaint and explain what went wrong!

I am so sick and tired of calling the technical department regarding our speed on fibre since the 5th of June 2017. Its continuous that we're only getting a speed of 2.9 while we have a 10meg line. Telkom came and inspected and provided that there line was giving me a speed of 9.7 and discovered that the zyxel modem was not working. It was arranged to be replaced which was replaced lady wed 21/06 it worked well till Sunday and again we're not getting speed. I'm now fed up and would like my wifi package back, which didn't give me problems at all. This is a nightmare. Waiting to change modems and waiting for courier companies. This is terrible service I am receiving.

Good evening. It is with great regret that I have to submit a written complaint about the service been receiving from MWEB. Until now I have been a satisfied customer and always been boasting about MWEB. It has reached the point where I am about to switch service providers. I have 2 issues at hand. The first one is that i have the 8mb line. For the last month or so my connection has been eratic. Speeds went as low as 1mb. Speed tests have been emailed to technical. The second issue is that i currently cannot connect to the internet. Been trying for the last 2 days to get through to the technical department. Until now have no luck In getting through. I have literally made over 10 calls in order to get through. Everytime I reach number 1 In the q. The line gets cut off. This is so frustrating going through all this hassles In order to get things resolved.

I trust this will reach your urgent attention

Regards
Fakier

For the last 3 months, there seems to be a deterioration in the once excellent service MWeb provided.I noticed that I lost internet access for up to 4 hours as was the case today. Their Support person says that there is an outage in my area and in greater Cape Town today. Strangely, the moment I phoned and spoke to the Support person, the problem of internet connection was miraculously resolved while I was still speaking to the call centre person. Coincidence?