MWEB.co.za
Reviews and Complaints

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?

I have been client of Mweb for more than 7 years (Account number 488570) and in August 2016 I saw a promotion on fibre in our area (Bryanston).

I contacted the sales call centre and a salesman (Thobelani Ntuli) came and saw me at our offices. I signed an order for the fibre on about the 17th August 2016.

Thobelani emailed me on the 24th August that he would be able to inform me of the installation date once the order has been captured.

I phoned him during October (as I had not heard from him) to try and find out the installation date and also spoke to his manager. She informed me that the installation could take up to 45 working days.

I accepted that, but after the 45 days I tried to contact him. I have left messages on his phone, emailed him could not get hold of him.

I then phoned the call centre more than 3 times to try and follow up on the progress. They were very helpful and each agent promised me that someone would call me.

I am still waiting for anybody to contact me (very frustrating) and I am at a loss what to do.

I have never had such bad service.

About a week ago I phoned to complain about e-mails not arriving at my pc (Regular newsletters etc). I was told to login to your message centre and found 1101... One thousand one hundred and one mails labelled as junk mail! This is unacceptable! Your agent said that sometimes the server decides to designate mails as junk... All of its own accord! This is nonsense. What is the use of selecting "safe sender" option? Again today I found 45 mails labelled as jink. Sort this problem out and give me feedback!

Good Day

It has been approximately two weeks since our Mweb Modem has not been functioning.

Despite our efforts, communications, calls etc NO ONE has bothered to revert to us or sort out the problem.

Should this not be sorted out ASAP our intentions are to cancel and seek an alternative service provider.

I cancelled my email address which polka gave me - when I purchased a computer through them - On 14th of May 2013 I emailed [protected]@mweb.co.za to cancel [protected]@polka.co.za - I thought the email was cancelled. Again an email was send on 26th of Feb 2014 where I specifically ask Mweb to cancel all other products which they are deducting through my account but leave my one primary email address. When Mweb did not take notice - I cancelled my debit order. I made a complaint on Hello Peter - one agent tried to assist me and then he also disappear - I emailed all my emails to Mweb Accounts for their notification - I thought everything is resolved...all of a sudden I get a sms I am being put on Credit Bureau for non payment...Mweb call center was phoned ...the lady told me I did not send any emails as proof - but my hole box is full of proof of send emails...She does not even want to listen to me and told me rudely to pay my mweb account - even a double amount? No Mweb your customer services are bad - they don't read. It is very disappointing - account 9676395/7125763. I get no satisfactory service from them. Regards Rene Fourie [protected]

When you want to get a deal or they want to make up something, sales people give you promises over the phone verbally. They never put their deals and promises in writing. When time comes to invoice services, billing department pretend as they are not aware of the deals which is offered by sales people over the phone. When you want to claim it you don`t have proof because deal was not on email but it was only a phone conversation. If you ask this anyone from MWEB they will confirm that they offer deals over the phone, they don`t need any paper work. At first it looks like a convenience but later you find out that they use this gap for their crook billing system :(

I signed up for a two year 350mb contract with Mweb in February 2009. Within the first few months I was already looking forward to the day that I would cancel this contract in February 2011, I even saved the date as a reminder on my calendar. I had to change my package a few times during these two years due to the ridiculous charges for additional data used, as well as the amount of data that I required depending on the circumstances at the time. I changed to a 1G option in September 2010 because I was having issues with our wireless connection at work. When I changed to the 1G option I did so at the Mweb store in Cresta. They said it would be perfectly fine to do this and did not make any mention of another two year contract or renewal of my contract.

When I sent in my letter of cancellation in January 2011 I received a response from a lady called Colette Bristow. She told me that I could not cancel my contract as it was only due to end in September 2012! I replied saying that this was impossible and explained all the details, however to this day she has not responded. I even tried calling her but she was not available.

I went into the Cresta store at the beginning of February this year after waiting for a response that clearly nobody was intersted in tending to at the head office. After explaining the situation, the assistant told me that it was an error on the system's side and that in fact I was entitled to cancel my contract. She said she would have it sorted out within the week and get back to me. She did not get back to me and so I went into the store again at the beginning of this week (first week of March). When I related the story again (now for the fourth time) the assistant told me that there was a note on the system that stated my account was "pending" or something of the sort. She did not know what that meant and said that she would find out and get back to me by Thursday. Today is Friday and there is still no word.

I think this company has absolutely no integrity whatsover. All the money in the world can buy you the best advertising, however when you cannot follow through with actions to substantiate what you promise then you end up loosing the customers that helped build your business. All I want is to cancel my contract, for Mweb to stop debiting my account, relieve me of my pain and suffering and let me be free.

I phoned MWEB during October 2010 and cancelled my internet subscription. The consultant explained to me that a premium will be taken at the end of October as I have to give a calender month notice. He also advised me to sent an email to confirm my request for cancellation. At the end of November a debit order was taken from my account - I did not have funds for this debit order as it should not have gone through and the bank sent it back. I phoned MWEB and the consultant informed met that this was an error and that they will not take any more debit orders. I was quite busy during December and January and did not check my account but at the end of January when I checked my account I found that the bounced November debit order was resubmitted and two more premiums at the end of December and January was taken from my account. I phoned in and asked the consultant why this has happened and also for a refund of my money. In short I was told that I should sent them proof of my cancelation or no money back. My problem - I have lost my computer in a house breaking (I have a case number to proof) and cannot give them the email. They are not willing to accept the case number and the clear proof that there was no usage on my internet account during the period under dispute. I am also questioning the process, because why dit two consultant not inform met of the fact that they do not only need a emailed request but also a cancellation document. The feeling that I've got is that either somebody has not done their work or maybe it is MWEB's policy to keep collectin on debit orders that has been cancelled.

I have tried to transfer a co.za domain from a local internet developer to MWeb Business. It should be a simple process. Sumbit a request to release the domain, and when the current host of the domain releases the 'ticket' it is transferred to MWeb.. Very simple! But apparently not so simple for MWeb who have taken over a week to do asbolutely NOTHING regarding my simple request.

I decided to use MWeb because I was of the opinion that they couldn't possibly be as useless as Telkom, but apparently I was wrong!