MWEB.co.za
Reviews and Complaints

I have been a customer for 25 years. My account has been suspended due to non-payment of R165. Could not update my new banking details on their website. Tried to get assistance via live chat almost 36 hours ago. Still no response. Tried to pay online. Unsuccessful. Just greeted by a page error message. On a Facebook page called MWEB bad service, I see that I'm not the o ly one unable to make payment. I added my complaint to a few others on the MWEB Official Facebook page. No, they did not assist. They BLOCKED me. Really? This is how you treat your customers? I also note on the MWEB bad service Facebook page that live chat never gets a response

I’ve been an MWeb account holder since 1997, but their service has deteriorated to an appalling level! They have overcharged me by a substantial amount several months ago, and reaching their billing department is impossible. Every call gets cut off with a message saying, “We cannot take your call right now, please call back later.”

After repeated failed attempts, I had to resort to calling their sales department just to speak to someone with the hope they'll put me through to Billing. No success!

I’m switching to a new service provider immediately! Avoid doing business with them, they are completely incompetent!

Trying to change my companies existing mweb fibre line into a personal fibre line has been the most frustrating, stressful and expensive experience of my life!

They had no problem cancelling my company account and had no problem taking my money for the new account but I've been sitting without Internet for 16 days.

There staff are either not trained properly or are incompetent to the point where they shouldn't even bother going to work.

There phone lines are either Old and Faulty or their staff are just putting down the phone on clients as soon as they answer the call (after being on hold for 30+ Min) [THIS HAS HAPPEND ON 7 DIFFERENT OCCASIONS]

They are straight out LIARS.

•The advertise 10 day turn around time I'm sitting on Day 16.
•Their staff "Promise" to call you back with an update but never do.
They blame everyone else but themselves.
•I already had a fibreline installed - (So No installation was necessary)
•They took payment from me on the 1st day
•Metro Fibre came to inspect the line and said everything was fine
•Already had the router delivered 6 days ago
HOW HARD CAN IT BE TO SEND US THE LOGIN DETAILS? 16 DAYS

Dear Reader, I feel compelled to share my recent experience with Mweb, and it pains me to say that it has been nothing short of a nightmare. The level of service provided by Mweb has left me extremely disappointed and frustrated. From unresponsive customer support to unresolved technical issues, my journey with Mweb has been filled with inefficiencies and lack of accountability. It's disheartening to see such a renowned company fall short in delivering basic customer service. I urge you to tread carefully if considering Mweb for your internet needs, as my experience has been far from satisfactory.

Am downgrading my package with MWeb, when i try to phone, its the annoying recording "our phones are ringing off the hook" how many agents are there to assist? Wait for hours only to be told we will transfer you, then again its listening to the recording where there is no one to assist at all so just end up hanging up, frustrated and annoyed, I logged a query on the mobile app which I had to download via mobile data just so that i can possibly track the order, no response from anyone at MWeb

I signed up with MWEB for their LTE internet. Part of my package was a free to use router.

Due to poor service from MWEB, not getting the line spped which I was being billed for and Mweb's ever increasing price increases, I cancelled my LTE service.

I then sent the free to use router on 25/03/2025, via Postnet, back to MWEB, to the company whose details they provided to me.

To date, MWEB are still billing me for this router, despite the fact that I returned it within their time limits. This is now severely impacing my credit rating, as MWEB are now showing my account as being in arrears

I ordered, and have already paid a months subscription for lte. However, once I installed the router it was found that the signal is not sufficient in the estate I live in. I have been trying to cancel my subscription since monday. I have made contact now with your online help service on: monday / wednesday / and again this morning. Even though I have a reference number, the service still has not being cancelled! All I keep getting told is that a retention agent will contact me - well I am still waiting for that since monday.

I applied for a new MWEB fibre service on 09/12/2024 -
Order No. X14574228.

Thus far, the process just seems to be in no man's land. When I phone for a follow up, the calls are cut. The MWEB app chat service is terrible. On 24/12/2024 I held on for 4 1/2 hours. I chatted to an agent to tell me the order is stuck, but he will resolve it.

Why was I not contacted to resolve the matter?

On 31/12/2024 I held on for 6 hours on the MWEB chat app and had no response, I simply gave up.

My current contract expires today, the previous ISP DSTV Fibre has discontinued the service and recommend MWEB.

I reached out even on MWEB Facebook Messenger and got no assistance.

How is it possible that they simply do not care about service?

Where is senior management to take accountability.

Thank you

Every year around this time My Lte starts mulfunctioning. Whenever you contact Mweb you are on hold for no end. By the time you get to Nr 2 or even 1 airtime is finished. Another issue is its either you get cut off when you have reached Nr1. Today I bought a lot of airtime trying to get of hold of you. Its tiring . Last year the unit was replaced on the same month around November. This year I'm seeing the same issues arising. Unit gets hots, disconnect and is always red or green. I use internet for my work. Does this mean every year the unit needs to be changed? This cant be right...I need to work, how do i pay you if i'm not generating income

Good Day, I have been speaking to various MWEB agents for the last 2 months just to do a simple downgrade, I keep getting the run around and being told someone will contact me in 2 days which never happens. this is now the 2nd month the downgrade has not been completed. Nobody seems to be helping?

I requested a downgrade from 100mbps back to my original package of 20mbps, this request was done last month October 2024. I was told everything is fine and at month end my plan will be changed. When I checked my bank statement II noticed my deduction was still for the 100mbps plan.

Start of this month I queried what happened, I was told there is a system error and that's why the downgrade did not go through. I was also told it will be investigated and someone will contact me once everything has been completed. I have made numerous calls as well as logging queries on the MWEB portal asking for feedback, I am either told the problem lies with Vumatel or that its a ISP error and that the system error is still being investigated.

I contacted Mweb again last week Wednesday 20/11/2024 and was told it is still being investigated and I will get a call Friday. I told the agent I do not want to be billed again for the higher package and we are getting close to my deduction day lead time. I was told don't worry Mweb will call me on Friday. I have never received any feedback or call back, and I can only assume as my deduction is tomorrow I am once again going to be billed for the higher package, money which I do not have.

This is really such poor service and not 1 agent took responsibility to actually make sure that my request was going to be corrected, just kept being passed on. I want to know what is going to be done about this situation, I do not have money for the higher package. How can something be investigated so long with no correction? This is just ridiculous.

It seems like MWEB are going out of your way to lose customers or are milking this situation to get as much money from me before they actually downgrade my plan. So which is it?

[protected]

I've applied to upgrade my fibre, but before that was done I received a mail to inform me that I need to make sure that my router will be sufficient for the upgrade. When I phoned the tech support guy said it is not sufficient, hence I ask to be down graded to my original plan. When I checked my billing it was still not done. I did phone again to have it down graded. Still nothing, then I chat on the app and the lady said it has been uploaded, it will take 72 hours, that is now days ago. I have been phoning a few times but without any luck getting to the correct person

I signed up on June 26th, made my payment on July 4th,and to date, I still can't use my fibre service. We already had an existing fibre line and router, so no technicians were needed. Yet, after numerous calls and complaints, we still the "no internet connection" error. This is highly frustrating. I work from home, and I've had to leave the comfort of my own home because I can't use the fibre service I've paid for.

Agents keep telling me my service is active, while I have an activation request pending for over 5 days.

I have log an inquiry to request assistance with relocating my fibre from old address to new on the 24th April. Got a response with a link. Logged another inquiry explaining the issues I came across preventing me to log my move request. Phone them daily since the last attempt to try log the moving request.

After nunerber of time phoning emailing and inquiry logs. They canceled my service to arrange for relocation since then I am still waiting to get my fibre activated. The assistance from their side started 2 May via emails. Just requesting new location details then mailing me they are struggling to locate address. Every response from the takes days. Last email said we don't have the correct ONT device instead of finding a solution I am still waiting. I am so over this I explained to the the issues I am experiencing with children in homeschooling not being able to attend their platform work falling be hind. After my attempt to cancell my account the operator said to me you are still going to wait for other services to attend to your request. I understand it but it can't take 17 days and more to assist. Furthermore I have paid to have services in May. I want to make sure they also understand I will not pay for the coming month they can use my available funds for that service month. Can just through away R1129 because they can't get my move request sorted out. And after all the struggle I am experiencing till still send me a invoice charging me a complete months service fee without any service.

I am very frustrated, after calling in on the 23 April 2024, notified you as Mweb that I am being over debited, as Last month in March I was over debited with R1885 taken from my account, this after we downgraded in February to a package of R369, the agent I spoke with than explained that it was an error on Mweb side and would be reversed, today 26 April 2024 I am debited a whole R3023,03, yet the matter can not be resolved

I took the Mweb Black Friday promotion in November [protected]@ 689 per month and first month free,but connection commenced 10 January 2022, as per below email.

Subscription increased, without notification to R739,00 in December 2023 incorrectly since Mweb delayed installation and 6 months later, in may 2024 to R789,00.

Nb: due to delayed installation,my annual fee increase, changes by a month.

Please be advised that I’m currently unemployed, This increase is unacceptable.

I’m currently reviewing competitor uncapped wifi prices, noticed Mweb current promotion is between R299 / R 599 per month . Why am I being unreasonable invoiced R789.00.This is daylight robbery, disappointing service

Should I not hear from you within 24hours I will be escalating complaint and considering, other WIFI options.

I kindly request a call back from mweb manager,please.

I look forward to a favourable, urgently reply.

Many thanks

I'm here to complain about the people from installation it's been two going on 3 days that my services are not active on my wifi they came to install Monday and told me they can't reach ontop for coverage that the guys will come in Tuesday to set it up and they lied no one came had to call the call center and told me today they will call and activate another lie they didn't like I mean I work with wifi what do they expect me to do I am so upset about this and I already paid my money to get such bad services

My problem started around the 6th of June 2023. Contacted tech support so many times and they still could not get the problem resolved. I have a 200mbps/200mbps fibre line and I am not even getting close to 100mbps/100mbps but still paying the full amount monthly for a 200mbps/200mbps fibre line. I need to get refunded for all the months I have been battling regarding this issue. Please can Mweb contact me asap.

I signed up for Fibre on 23 Feb. I explicitly told the sales person I don't want to pay more than R500 per month. I was told I would pay R475 in Feb, R475 in March. That was because they had a promotion. After March I would pay normal rates. Today they are billing me for March and April together. A whopping R1000 which was never mentioned in the telephone discussion.

Please cancel my subscription with mweb, the service is totaly non existing, the fake numbers you have for you service is the tops, and your app is set so no one can contact or you, i do think this is just a money pit for you and not a customer service, the local company in Delmas have a better service and is available 24/7 for any technical assistance

Hi there,

I am extremely unhappy about the poor quality fiber internet provided to me.

Constantly having connectivity issues and no one attending to it.

I am paying for a fiber connection but the quality is so bad even below the lowest ADSL connection I had previously.

That is absolutely unacceptable. My neighbor has also Vumatel fiber (not via MWEB) and his internet is perfect.

What am I paying for?

Good day,

The service is not on standard.

We were with cool ideas and just got too expensive for a pensioner.

Cancel service with cool ideas in January, to be activated with MWEB on the 1st of March.

1st March nothing happened, with investigation Vumatel didn't cancel line that it can met activated with Mweb.

With allot of phones call later we are still without internet and its 11the of March today. Everyone just tell me that its be escalated.

Please phone me regarding the service!

[protected]

I have been struggling for 2 weeks with my LTE/Mtn and been phoning every second day to find out what is happening with no luck,they say it is mtn sim problem but does nothing to respond to get it fixed properly...where is managers hiding and not looking to get problems fixed...after several emails to mwebinfo and on the mweb app logged the problem, without any luck and still not working..is there really nobody from management who can contact me rearding this problem.[protected].

I have been struggling for 2 weeks now about my LTE/Mnet, technical department keep on doing the same things over and over and its still not working, have been sending emails and phoned several times but with no response...they tell me they will phone back but never phone back.Then when I asked yesterday to speak to a manager I was told sorry he must wait for response as he is working from home and can't put me through directly to manager.How must I pay for such service where I can not be properly assisted.I have spend over R200 just on phoning,and keep getting the same response.

I log a call Ref: MWB [protected] on the 30th of January 2024 to terminate my service for the acc. nr. [protected] as i am moving house to another area. I was promised in 24 hours i will receive confirmation of my cancellation.

To date I have not heard anything from the agent that assisted me.

Can this be escalate Urgently to avoid me paying for another month which will really upset me.

Regards

I called mwebs customer care on the 10/01/2024 to downgrade my package of R529 to R399. The consultant advised me to do so closer to the debit date. I did so I think it was on the 24/01/2024. The person assured me it's done and on the 26th the amount of R399 will be debited from my account. The morning of the 26th I woke up to see they tried to debit an amount of R529 luckily there was not enough money in the account. I called them again and the person assured me it will be done and I can do payment via the link. I struggled the whole weekend to no avail. Today I called again! WOW Just to hear that I have been given the wrong information by the first consultant and that it takes 15 days to migrate between packages and being transferred from the one to the other and ending up with the guy called Wayne in cancelations. Who felt that I am rude and just transferring me back to the billing dept where I was transferred around again! This now after spending close to a hour on the phone with no luck. I called back again and was transferred arround again just to end up with Wayne again. Who said he would find out what's happening and call me back to which I replied I won't keep my hopes up and him ranting and raving but I do call you back. And he still did not call me back. Mweb your service is disgusting to say the least. And now I have no wifi connectivity.