MWEB.co.za
Reviews and Complaints

I signed up for a 25/25 speed line for R499 per month. You have since dropped that without communicating with me to 25/10.

Over the past few weeks i have tested the line and it gives me 15 /4 and on the odd occasion it might get to 18 / 7 but no where near 25/10 .

If this is your fault please rectify it or i will find a company that is more reliable.

Peter Turton

[protected]

Good day Mweb, I write this letter out of utter frustration and the utmost anger and frankly, shock at the non-existing levels of service received from literally every single person I have spoken to at MWEB this whole week!

My elderly Mom, 79, has recently moved into a new home in Mountain view, Pretoria, where cell phone signal isn't very strong. And so finally, she decided to get fibre for her home, so unfortunately she contacted Mweb. At first, probably because it was a new sale, everyone was very keen to assist her, to sign her up, but thereafter, everything typically went to pot.

The dismal state of affairs in South Africa is directly reflected through your non-existent service levels, Mweb.

On Monday, 3 October 2022 her fibre was installed by Metro Fibre, with no problem, and she was told (by them)that she had to inform Mweb once they were done, which she duly did, although not easily, since she dialled both Tech support and Sales, only to hear ‘the number does not exist’! I had to make calls on her behalf and she also asked others to assist her herewith.

She then found out that she required a router and after a long and arduous mission to finally get the message through to Mweb, the router was finally delivered only on Thursday, 6 October 2022, therefore another 4 days later after fibre was installed . Already, the picture forming about MWeb was not rosy…

Then the whole thing needed activation of course, and this is where things got really ugly. Because she had used all her airtime calling MWEB all week, I jumped in again to try and help her, calling on her behalf. Naturally, MWEB gave me the run around, by telling me only the account holder could make arrangements and others telling me it was fine that I was calling! And so forth. The left hand doesn’t seem to know what the right is doing…

If I say I had made over 10 calls to MWEB this week, that would not be an exaggeration. Last night, finally, I got through to Activations and sat with them telling them which lights on the fibre router was flashing, were on or off and so forth. Finally, I was told activation was done and she would receive an SMS with her login details within 2-4 hours!

Needless to say, here we are, still no SMS received, another 5 phone calls later, only to NOW be told that the service is NOT yet active. I was told by Themba and Paleso (unclear name) that they would both call my mom to assist, and both have not called her - it is now 12 noon, Friday 7 October 2022 - we started this at 9am...

Update – Someone called my Mom, and simply gave her her MWEB login details (for her Mweb account - logins that she already received on Day 1)

He did not mention the fact that her service was not active yet, he did not offer any explanations, and giving her those details were utterly nonsensical as we have all of that, so what was the point? Platitudes?

Your service, (or I should ask, what service?) leaves a LOT to be desired. This is truly unacceptable and frankly, in all her years on this earth, 79, she has never come across worse service from any other service provider and in my book, that says a lot!

I would expect MWEB to make reparations somehow, or at least, allow her to cancel this atrocious service, so that she may find a company that is actually worthwhile and that appreciates her business, because clearly that is NOT MWEB!

You are welcome to contact me, or her should you need more details, since she documented all the phone calls made during the week!

Thank you

I have an existing MTN contract with Mweb which is not working currently. I called their technical support numerous times to no avail.

This issue is still not resolved

Now I requested an upgrade/ migration to fibre which nobody keeps you updated. Their online platform doesn't inform you of the reason for the delay. Nobody calls to let you know either. Their is no urgency whatsoever.

I called their sales team to follow up only to find out that they need a proof of residence.

Our fibre service provider is mweb and our are is managed by Metro Fibre. The fibre has been down for a week now and I've repeatedly logged tickets with Mweb. Their responses are stupid slow and when they do respond it is just a useless "known outage" and zero info on what the issue is or how long it will take to rectify. I have further also tried phoning technical support and they also "logged a ticket" but have no information on the issue.

With Link Africa we never had any issues. Now since metro fibre has taken over the area, we have ongoing issues and now this latest issue is taking forever to resolve with absolutly no information on whats going on.

Mweb has also been pathetic with their support on the issue.

Hi, my internet has been down for 15 days now, that's half a month and I have been getting no updates, no calls on the situation. I've logged a fault with mweb and was initially told that they have sent this to Vodacom, I've got my ref number. Was told to wait around 48 hours for an update. Nothing

I then called Vodacom to check on their side, they just tell me they escalating it. After a few days I called, they said it's been sent to the Nokia department, and they will escalate again

Escalating has happend only, but no update

Once, a lady even told me she's getting me feedback the same day at 12 but I never got that call

Lastly, I called mweb and they had told me not to contact Vodacom and that they are handling it with them. I cannot expect to get any update unless 7 working days has passed, now why wasn't I been told about this? Anyway I waited for 7 days

Still nobody has contacted me, and I don't even know what's the fault as yet. This is absolutely frustrating, running a home business and having a home student, this is having me run at a loss

Keep in mind this month was already paid for in advanced debit order and the internet hasn't even been used

Pathetic service having us to wait this long with no help whatsoever

Requested for move request end July for move on 1 September, no updates nothing, then when i started f/up I was given the run around & until today no manager bothered to phone me back. Multiple calls to various people and multiple escalations or so they claimed.

I don't know how its ok to hold on for 20 tot 25 minutes before anyone even picks up, then you explain, just to get another scripted apology and an empty promise.

Its 9th Sept, still no final solution, making empty promises and blaming Vodacom but its as clear as day, they dont care and the staff is incompetent and claim a manager cannot be called, but o dear, they promise to ask a manager to call with no luck. Every person tells a different story and makes another promise that won't be kept. Feels like i have to jump through hoops of hell to get the damn fiber line sorted. In 2022! Unacceptable and I hope they close their doors necause they have no control over their staff or service delivery. They suck. And im an existing customer! Khanyisile, Daniqua, Themba, Ameeera, Amanda, all of you including your supposed managers don't deserve to be employed. How is it not possible in 2022 to pick up a phone and find out why someone is not doing what they should?

This will go to Facebook and Hello Peter

Let me start by saying that the one star given is site permitting, they really don't even deserve that!

They promise a service, take payment immediately then disappear. This is the promise : ***(Installation can take up to 14 days from when you have placed your order on the Mweb website. Once you've placed your order, Mweb submits the order to Vuma Reach who check to see if Fibre is available at your address.)***

IT HAS BEEN 20 DAYS STILL NO FIBRE AFTER NUMEROUS CALLS THEY HAVE THE AUDACITY TO SEND A MESSAGE SAYING THAT WE SHOULD NOT CONTACT THEM !

I WILL BE TAKING THIS FURTHER

I placed an order online for fibre on the 18.08.2022 and wanted to cancel on the 19.08.2022.

I made numerous calls and no one is picking up...All i get is the recordings

The order is flagged on mwebs system and I havent made payment as yet.

From the reviews I have read i am having second thoughts about using this service provider.

Due to the inflight order on their system i cannot use another service provider.

Good afternoon

Please can you assist me?

My name is Rhiannon

email address is

[protected]@mweb.co.za

I used to get this message a few times a day "A client error as occurred. please try again."

I now get it on every email message I either open to read, sending a message or evening looking for an old message.

I am struggling to use Mweb!

IT HAS BEEN 3 WEEKS since we moved 29 July 2022 and WE STILL DONT HAVE FIBRE.

OUR SON WRITING MATRIC PRELIMS (ONLINE SCHOOL) NO FIBRE another REFERENCE – MWB21689298 - WE ARE TOLD TODAY THAT THEY CAN ONLY COME AN EVALUATE THE ISSUE ON 23 AUGUST. YOUR SERVICE IS NOTHING SHORT OF SHOCKING.

MY SON WRITES HIS PRELIMS CAT PRACTICAL on 22ND AUG (MONDAY) ONLINE SCHOOLING NEEDS FIBRE

AND PRELIMS IT PRACTICAL on 23rd AUG, 24Th AUG (TUESDAY) & (WEDNESDAY) ONLINE SCHOOLING NEEDS FIBRE

NOW WE HAVE TO WAIT FOR A SPUERVISOR TO CALM US DOWN AFTER 3 WEEKS OF WAITING !

Do we need to fly down to your head office to get help?

We have waited 3 weeks for the fibre REF NB215568737 and another REF MWB21689298 and another REF MWB [protected]

Honestly where must we go at this late stage !

Coralee & Rui de Almeida

I caution everyone who wants to subscribe to Mweb to rethink. I have logged a call with them on 1 of August Monday as the fibre was out - the Nokia boxs' alarm light is red and no internet whatsoever. They told me the fault is with Vodacom. 8 Days later I still did not receive any feedback or any technician call out and still no internet. So I called again, they told me they would escalate. As this did not solve my problem I called Vodacom directly. I got hold of someone who was willing to help only to be informed that Mweb NEVER logged any call whatsoever with them for my fault - Vodacom had no record of any fault report. I then logged a call with Vodacom directly. I did also reached out to Mweb via Facebook also during this time. And the kicker is that on day 8 they just responded that it takes 6 - 10 days for a technician to come out - but this was on the day I found out that for 8 days Vodacom didn't not have any fault logged with them. So now I am still waiting for repair or a technician to just contact me it is August the 17th - 17 days with no internet - I work from home and am currently buying data to keep going which is not cheap. The best part of this whole saga is that although I have been without internet for 17 days now and have been lied to - they sent me a bill for this month - and you guessed it - I am being billed for a whole months (non-existent) service.

I have been calling for months, trying to just get a speed correctly loaded and correct.

When calling the Call Centre, I am transferred three times to different departments and nobody has an idea what is happening. I called today again, from the technical team to two consultants having no idea what they are doing and then they drop the call and send me an email saying its now activated.

Service ethic is PATHETIC...

Disappointed!

I have had no internet since Thursday morning no one has come out to fix my internet connection issue,called yesterday they say someone was there I was at home whole day checking there was no one apparently the issue was resolved,nobody let me know they coming,I am now on day 5 no internet and I need it for work,if I don't pay my account you disconnect my internet but now I am disconnected paying for no service,on top of that I need to go buy airtime to call because you guys only got 086 and 087 numbers which u can't call with contract cell phone,I am very disappointed in the service not to mention how my fibre box looks from the inside

So apparently today there was internet outage so I couldn't connect to internet so was my whole estate, everyone then confirmed that the issue was resolved but I still couldn't connect so later I decided to call tech support and I spoke to useless Jan who failed dismally to help me, the call was taking so long I asked him if he would call back if I got disconnected which he responded that oh no we don't make outgoing calls... which if your call gets disconnected you literally on your own.. As long as Mweb keeps taking your money they couldn't care less if your query is resolved or not, I got disconnected, spent a fortune on that call and on data that I had to buy since useless Jan could not call me back and could not resolve my issue. Can someone phone me in the morning to connect me or cancel my service for free so I can go to a pro customer service provider!

I received an email from mweb saying my storage was nearly full.

As in the past I went to my mweb account logged in and confirmed storage nearly full. That is - as in the past the storage on the mweb site. NOT the storage on my p.c.

So as in the past I deleted lots of old emails in the belief that my emails on my pc were not part of this procedure.

The emails on my p.c. were also deleted.

I have lost lots of legally binding emails and contacts.

Can these be retrieved from mweb?

VERY ANNOYED.

When I upgraded my line from 3/30 to 30 /30 my WiFi stop to work phone MWEB how many times spend R300 airtime said I must manual set I did now say my username invalid I phone and still no feed back really I am so upset and want to cancel in the first place one put fiber why because one don't have signal now MWEB say mam just go in internet and follow steps what don't you understand no signal if no WiFi network so so bad my contract phone me [protected]

I had logged a complaint more than a month ago & waiting for even longer for the install to be completed with the worst company mweb, as they advertise the fibre services for vuma & even include a promotion with an upfront payment that was already made, but now to get the fibre reach installed, we cannot even get this company mweb to contact us back or even a simple sms to let us know it was prolonged.

Hello, can you tell me why mweb is taking so long for services that never started as yet, there was no install or wi-fi internet data used, can you let them know that this is outrageous & will be cancelled along with the so called services that they yet to provide. I have made the 1st payment on the 08/06/2022 & the date today is the 05/07/2022 s what the hell is going on?

To whom it may concern

My fibre line has been down since Sunday 26/06/2022 from early hours of the morning and still down. I have been following up everyday and just getting same feedback "waiting for feedback from vodacom". This is unacceptable service to be honest and I am in desperate need to get my line up as I am incurring extra cost as I am working from home and having to buy 3g data now

MWEB REF no MWB21254840

Vodacom ref SR220626-072848

Pls phone me on [protected]

1. I called the Tech centre yesterday and waited 2,5 hours for someone to take my call

2. after spending 30 minutes on the call he concluded that the rooter is faulty due to load shedding

3. I was told to buy a new rooter

4. The rooter that MWeb supplied me with is less than 12 month old.

5. There is no evidence that it is the

6. Why can MWeb not supply the new rooter

7. If I buy another rooter will I have to wait another 2,5 hours before my call is anwered?