MWEB.co.za
Reviews and Complaints

I signed up with Mweb at the beginning of February 2022. It has been a constant battle with trying to get any kind of information and when you call, you go through a call center and need to out in an OTP for the call, no OTP has ever been sent so I have no idea how you are to get to speak to anyone if you don't receive an OTP. I only received my router yesterday and now I am being charged for a product I have not even used in this past month.

I have also never received any login details for my online account, making it more difficult to contact anyone.

I am absolutely disgusted with the experience that I have encountered and it has only been a month and I expect that when my concerns are dealt with that the service will improve from here.

I ask that you contact me immediately so that I can get to the bottom of this.

Contact number [protected]

Email: [protected]@yahoo.co.za

On the 8th of February was 6 years since I am MWEB’s client. My Fiber Network Operator was Link Africa. Metrofibre took over from Link Africa in my area. I was unfortunately one of them as the Edenvale area was taken over by Metrofibre.

Since the 20th of October 2021, when Metrofibre came to my house to put their box, I can’t even open the news pages, I can’t open my emails, I can’t do anything that I was able to do with Link Africa unless I turn off the Wi-Fi and switch on the Vodacom data.

I am extremely busy at work and work from home as well. I am not able to do this any longer.

I called Mweb so many times. I’ve been asking them to please come and sort out this issue. I’ve asked them to please send Metrofibre to change the faulty box. Mweb told me that Metrofibre is not willing to come to my house to sort out the issue ⚠️. More than 4 months later the guilt has been shifted from between Metrofibre and Mweb.

The latest was that Mweb will come to my house to bring a loan Wi-Fi router and this will take approximately 2 weeks before they have a router available. This never happened.

I told them that there is no issues with my router. I keep on telling them that my nightmare started the very same day when Metrofibre came to my house to take the existing box and put the new box.

On the 12th of February after my complaint on social media, I got this response from MetroFibre: ''I will escalate the matter to our Key Accounts departments to assist accordingly."

As advised kindly note that our turnaround time is 3-4 working days.

Today is the 25th Of February. I contacted Metrofibre again as there was no response from them.

Today, I was told this: ''Kindly note that once a ticket has been logged, it gets investigated by our Network Operations Department, where we attempt to resolve the fault remotely.

If the fault cannot be resolved remotely the ticket will be escalated to our maintenance department from where a contractor will make contact with you, to schedule an appointment for attendance.

Please be advised that the above process is the reason for our turnaround time of 3-4 working days."

This is all I hear from them for 4 months: “We have escalated this matter...” Metrofibre, please send someone and sort it out!

The worst thing ever was that you took over my Area.

I have to keep on buying data from Vodacom to do my work. Shame on you Metrofibre. Shame on you Mweb.

The most pathetic service that one can experience in their life.

Unbelievable "I don't care" 🤷‍♀️ approach by MWEB and METROFIBRE towards their clients.

Hi, want to bring it to your attention, and I've been doing it since my account was started at mweb which was 7/02/22, I've had no internet since 11/02/22 tried logging, sending email, can't even log onto my account, a tech from just answer, advised me to reset router , done that, now no further which caused me to cancel that membership that I didn't even sign up for, problem is I've got router default settings and password, did that but now has to be reset either from your side as I don't own a computer or laptop, would appreciate if u can get a call back from consultant so as to solve this problem and prevent me from paying R399 for a service I've had no pleasure fro yet, my no [protected] mr Redewaan Joubert

Email from MWEB, regarding Pre Order:

The Fibre pre - order process

1: PRE - ORDERED INSTALLATION: 2 - 4 months

You will be contacted by Fibre installers to set up a date for installation. Look out for calls, SMS's or Emails from them to book your installation date.

2: ROUTER DELIVERY: 5 days after installation date confirmed

If you have ordered a router, it will be sent to your delivery address once the installation date is confirmed. Look out for the couriers.

3: ACTIVATION: 2 days after successful installation

After installation is completed, Fibre installers must check that your line is working. Once active you'll receive an Email and SMS. Plug in the routers power supply and connect to the ONT via a LAN cable. Set up should be automatic within 15 minutes. Manual set up guides are available in the Help Centre

A customer (Me), the technical service from MWEB has NO CLUE as to when the System from EVOTEL went Live; when the Application was submitted on the 20 Jan 2022, respond email on the 21 Jan 2022.

On the 14 Feb 2022, my account was Debited with R294.11.

On the 1 Feb 2022, MWEB send sms regarding infrastructure delay on Evotel side.

Again an sms on 7 Feb 2022 from MWEB that fibre was still being rolled out by Evotel.

All these were misrepresentation from MWEB, regarding status on Evotel.

Now currently blocking my ISP from VOX Tel, application made on 2 Feb 2022.

MWEB Tech serv personnel by the name of Mogale/Mohale, sad on the 16 Feb 2022, that Fibre was new in SA, I asked him to re-tract that statement.

I cannot be involved with Unprofessional people who do not have the Tech know how and lie about other Tech serv companies.

This is Karen Cain, account number [protected].

I would like to speak to someone about the service that is so poor.

I completed the questionnaire some time ago and noone got back to me.

Firstly it is like getting through to Fort Knox and then I am put on hold for 15 minutes and transferred from pillar to post.

Could SOMEONE have the decency to phone me to ask me what my complaint is?

Karen

[protected].

The email address on the invoice and statement is my daughter's email address

[protected]@mweb.co.za

I skipped a payment on my mweb account in December 2021, and when I paid in 22nd January, they told me my account had been deleted. (X7118340)

There was no decency in informing me that my account would be revoked and that I would have to reapply.

We have been without Internet for the past week due to City Power digging up our MWeb/Vumatel cable whist they were replacing a power cable

We immediately phoned MWeb/Vumatel on [protected] and they said it would be escalated, we phone nearly everyday to no avail, we are desperate as we work from home and this means loss of income , I have tried email and Messenger

What do I do as things are getting pretty desperate

Regards

Carol Plunkett

My speed has dropped from 10mbps to 7.8mbps but I’m still paying R700 a month

Can you please rectify this ASAP

We have been experiencing this for 3 months already and we called several times but no one has called us back. If I don’t hear from you within 48 hours I’m canceling my contract with immediate effect

I have requested for a manager to call me by 8 different sale consaltants. With no luck. Sales consultants son allow you to speak and me interupting you while you speak and then get angry when younger upset. You going to be rude and show no respect towards your clients din expect them to be nice.

So if any Manager has a back boner and not scared to do there job, by dealing with an angry upset client. Please feel free to contact me.

On Fri 4th, I specifically told Mweb Tech support that their [protected] tech support number was not working over the previous weekend, and I had no LTE service on Sat 29 and Sun 30th. My LTE went down again on Fri night, the 4th of Feb, and I was again unable to reach Mweb on any available number for support. I used 4GB of my phone data trying to work over the weekend. I used R100 of airtime on Monday, phoning, holding, trying to log a fault (they keep you on the phone for ages, troubleshooting, trying different settings etc. One technician told me to move the router around the building - how? It is plugged in to the mains!). My internet went down again last night, and I cannot get through to tech support or Mweb's CT number. I have previously logged the fault/s on their site, but it is now limiting me to the number of faults I can log, so I cannot log this again, madness. A condition of my employment contract is that I have a reliable internet connection, and while I understand that various factors affect connectivity, WHY CAN'T I GET HOLD OF MY SERVICE PROVIDER? They take R 749 every month but provide a product 50% of the time at best, and offer very, extremely, horrendous service. I have call logs on my phone to prove each and every call I have made, and attempted.

Mweb!

WORST PIECE OF [censored]! SERVICE PROVIDER EVER!

Automated queuing system...a piece of [censored]...very repetitive...should be removed.

Automated queuing system...a piece of [censored]...must have at least R200 airtime to report a problem...so that one does not get cut off because of the long automated unnecessary queuing [censored]ty system USING UP ALL ONES FUNDS.

Mweb only returns customers call when the customer is applying and not when the customer gets cut off due to lack funds...AFTER USING R200...LOSSING R200.

Mweb I hate you and the your crappiest automated system that you have stealing our airtime.

i should've listened to Vox when they told me that you are known for your BAD! SERVICE and unnecessary long automated queuing system.

I am so frustrated with Vuma and Mweb . Last month i moved to a different unit in a same area and requested assistance with moving my connection or cancllation ,till to this day i have not been assisted or received proper feed back . O have been sent form pilar to post . Logged query with mweb on website ,facebook,hellopeter no responce .however they were able to debit on my account .

May I request someone to please attend to my query

Applied for uncapped wifi on the 09/12/2021 paid the R399 on the same day.
06/01/2022 - queried no installation was made yet.
10/01/2022 - received email from vumatel and mweb my service was activated called and advised they no installation was done yet. since then i have made more than 60 calls to them and still no has rectified the issues. the managers do not even respond to msgs or call back they say they are escalating the issue but still nothing happens . i have even asked for a refund and a cancellation so that i can use another service provider. But yet again nothing happens. this is the worst customer service i have ever experienced. No sense of urgency and principles. [protected]

Waiting for my fiber to be activated over a week with no help from the call center this account was opened in December and up till now still waiting, made many calls for help if the agent can not resolve then will cancel

I hope this is not another website where one complaints and get's ignored. Seeking service from MWEB is a struggle. I applied for a service around Sep/Oct 2021, around the 09 Dec 2021, I received an SMS to pay, I paid the next day. A day later I received a call to confirm and appointment for 21 Dec 2021, to date it's still quiet. I tried to contact MWEB several times since the 3rd Jan without success. On the 10 Jan 2022 I managed to get hold of an agent in sales, who told me Vuma was closed, but she will transfer me to installation, I was cut-off during the transfer. Same thing happened on the 11th. On the 12th I refused to be transferred, I insisted that the agent assists me. She promised to come back to me by 14h00, nothing. 13 Jan, the agent just told me I must speak to installation, all she can do is do the escalation, she didn't even want to give me Manelisa Mavuso's contacts so I can do the escalation myself. Today it's Wednesday 19 Jan 2022, I'm still waiting. If I'm struggling to access MWEB now, struggling to get a line after making a payment, what's going to happen later? The only option I have is to cancel, be refunded and go somewhere else. What a pathetic service to say the least. Disgruntled customer. Order No. X6711178 ([protected]@gmail.com C/N [protected])

Hi im frustrated with mweb/vuma, we having a problem in our road with the fibre damage, it's been going on for a year now, the guys who came to fix it a week ago. I actually told them that this connection box should be in a enclosure same as at the residents houses, it's laying on a field and it gets damage everytime, so now our fibre is off, just rediculous

I placed an order for uncapped fibre close to a month ago, in the beginning there was progress as the router / modem was delivered 2 weeks later however till date no installation has occurred and the router is sitting idle. When I contact Mweb I am given the run around, there is no clear indication as to when the installation will occur.

I have requested moving of premises service assistance on the 12th November 2021.
On the 18th November 2021 Vumatel installed a new fibre line. We previously resided right next door. It is now 3 weeks since the installation was done and we still do not have an internet connection.
Vumatel confirmed via email that my installation is complete. As of today's date the fibre service is still not active. Having tried everyday trying to phone and find a solution to this problem nothing has been resolved. Complaint reference no mwb19509321

I am really sick of this. I switched to mweb because I thought they were better than telkom. My laptop randomly disconnects. Telkom were slow but they had down time once a year. Mweb has down time once a day(if I am lucky), don't do fibre if you can't maintain fibre!

I keep getting a window popping up with blocks for Server, User name and password. I enter the correct password and it goes and comes back within seconds. This happens all the time. I tried the call number, enter my ID and when I press one - the voice says I have not entered anything.