MWEB.co.za
Reviews and Complaints

Mweb Fibre was fitted at my residence 3 weeks ago and the installation is still not done, despite calling daily for a minimum of 30mins and talking to all the agents for work for Mweb. Still no joy! Mweb blaming Vuma Fibre and vice versa... A total mess!

I am trying to cancel with them since wednesday the 9th at 14pm. After waiting 30 minutes for someone to answer and wasting r100 for the day.
The person tells me I have to wait 24 to 48 hours. Today is friday the 11th and I wasted another r100 airtime trying to get through to them. Everytime someone answer they keep putting me through to the next person. The last person actually told me to hold on and then sent me back to the options section.
And to end it all I am on mitchells fibre.

Mweb's customer service has been absolutely disgusting. We recently moved to a different home and requested for our line to be transferred. It was arranged and scheduled but on the day no one showed up. We tried to contact them for over a week. When we eventually got through we were transferred 8 times and after 55 minutes we gave up. We tried again the next week and immediately told the agent we were very unhappy with the service and warned them that we want immediate help. We were then transferred and the line was cut. Eventually after waiting for 2 week we eventually got the line installed, only to have the connection go dead less that a week later. We again struggled to contact them and every time we spoke to an agent they informed us that the whole area was down and that they were working on it. We explained that all our neighbours still had connection and they too were with Mweb. Eventually someone at Mweb listened to us on the 4th call and said they will take up to 10 days. Not only has their customer support been incredibly rude, their support for a client that has been with them for over 10 years was way below the minimum expectation. I will not recommend Mweb to anyone based on my experience.

In order to update or have full access to an MWEB account you need to have an OTP sent to the registered phone number. The phone number registered on my account is not correct. If I try contact MWEB you need this phone number for an OTP to be sent so that you can speak to a consultant on the phone. If you dont then you get put on hold forever. I want to know how to update my phone number details without having the phone number, or at least some way to speak to a human on the phone to assist with this.

Completely ridiculous service and borderline extortion. I had signed up for a LTE package from Mweb, a month-to-month contract at R200 per month. After a few months I called and cancelled the LTE package. I hear nothing from mweb for months until I receive an sms " You are being handed over to the credit-bureau" Upon calling mweb they state I owe them 3 months worth of payments... How? I cancelled months before their listed cancellation date and all of a sudden I owe them more monet?

I know times are tough with COVID-19 but extorting consumers is not the way to go.

The lady I spoke to: Val in the accounts department was not helpful at all. She refused to explain anything, refused to expand on the issue just stating I owe R600.
What pathetic service.

Logged request for internet on 18 august 2020 under x5613997. I have followed up numerous times on the eta of activation. Upon creating the order I provided the vumatel vt number and on most of the follow ups as well. I am being sent form pillar to post when I do eventually get through to the call centre.
Today when I tried cancelling this order I was put through back to the sales department to follow up on activation. I dont want this product anymore - the customer service is very bad.

MWEB FIBRE AND HOW THEY STOLE MY MONEY.
8 calls to the billing department (only picked up 3 times)
3 online queries (NO ANSWER)
2 Facebook Messages (NO ANSWER)
7 emails (NO ANSWER)
2 Facebook comments on their page (NO ANSWER)
ACC:[protected]
I Changed my bank account from FNB to Capitec. Phoned MWEB and told them I need to change my debit order and wasn't sure how. The lady took my banking details and said they would change the debit order.
After two months we worked out the debit order was not moved and our subscription was suspended.
About a week ago, I phoned MWEB and asked what the outstanding amount was and the lady told me it was R3442.00 to be paid and they would reactivate my account.
so last night (24 Aug 2020) my salary comes in and I pay R4002.36 which was (in my head) the outstanding amount plus 1 month fees to get ahead and avoid being cut off in the future.
Today (25 Aug 2020) I sent through the proof of payment via email to MWEB and I have no reply.
I decided to call MWEB where a lady by the name of Rushaan. Said proof of payment was there and she said she has to run up to the accounts side and get them to "unsuspend" the account she'll call me back in 10 min. well an hour later after sending 2 Facebook messages, 2 Facebook comments(under their post which said "NEED HELP URGENTLY") I decided to call again. eventually after 4 calls they eventually answer to a very friendly consultant. Who said there's no issue she has the Proof of payment and all is in order she will activate my wifi for me no problem. Then proceeded to ask why I paid so much as the out standing amount was R1198.00. So I was happy finally felt like someone was there to help. Well I was wrong another 2 hours went by still no wifi.
I called again a different lady picked up this time checking the account and asking me to hold.
she came back on the call just to tell me that they had deactivated the entire account as they were charging me for the installation due to early cancellation. Which was never communicated to me.
At this point I heard Rushaan in the back round talking to the lady I was on a call with and Rushaan eventually phone me back while I am still on the call with her colleague just to tell me. They deactivated account and charged me R2244.00 for early cancellation on installation. And I would have to order a new fibre from MWEB in order to get wifi again. And that the R3442.00 was not refundable as there were outstanding amounts on my statement.
if you look on there Facebook page communication seems to be struggle with MWEB never all the accounts complaints about people being taken for their hardearned money.

From the moment we installed fiber, we've had intermittent issues where the internet just drops for no reason.
This happens every day, and every evening, for no reason!
We have spent hundreds of rand on calls trying to resolve, with no solution.
We have also spend hundreds of rand for mobile data, as we are trying to work from home - when the internet keeps dropping again and again.
This is ridiculous for what we are paying for a 20 bps line, uncapped data!
We hold for hours and get told the same story of rebooting routers, removing tp link / extenders, plugging in the laptop direct and bla bla blaa...
The techies are quite sweet, and try to help, but it is the same rubbish every single time.
I also don't think I am getting the line speed that I am paying for - as the little bit of internet we do have, is ridiculously slow.
I am going to cancel my service.

I currently have Mweb Fibre installed in my Durban Home, and when we required Fibre for our Pretoria home I believed I would just be able to contact Mweb and have it installed. I placed an order on the 2nd August, after several phone calls with them saying they will call me back the order was confirmed on the 4th august. The router was delivered, and on the 6th I received a call from Open Serve to say they would be there on the 7th to install. We waited the whole day and no one arrived. On Saturday we logged it with Sales Support who said it was being escalated and I would get feedback 24/48hrs. Today is the 14th. Not a single call. I have made over 20 phone calls to them in the past 5 days have used R1784 worth of airtime. Been put on hold, transferred to a voice machine that cuts you off. Been told many many times that there is nothing they can do I must wait. When I ask when will someone be calling me back they say 24/48 hours. I must be due at least 60 call backs by now. I have email. I have logged at least 20 queries in their site. I have tweeted I have left messages on facebook I have even attempted to contact their staff via social
Media. Please Please explain why I am
Begging for assistance. When your customers cry on the phone begging the assistant to
Please please help them, is that not a sign that something is serriously wrong.

I have just called to talk to someone in the technical division and I was holding for 16 minutes and 34 seconds. I am next in line and when the person answers the phone they bloody cut me off. Seriously this is not the first time this has happened. I cannot afford to sit forever waiting patiently for someone to answer the phone just to be cut off.

Please can someone phone me on [protected] as I am sick and tired of waiting on the phone and getting cut off. My id number [protected] so that you can access my account before phone me.

Upgrade to fibre line requested on 29 July 2020. Order supposed to be processed in 2 - 3 days... as of 12 August (15 days later), No upgrade, no response, no feedback, and no support for so-called "support team"...

ANY feedback at this stage would be highly appreciated!

I have been phoning the Mweb call centre the last couple of days and the service is the worst I have experienced ever. I want to upgrade my account, but that changed to I want to cancel my account asap, it is just that bad.

Good day. We have applied with MWEB to install fibre. They sent a link via an email to which we responded and the application was processed. We received the router and we followed the instructions that were provided by MWEB so that we can connect and use the servcie. We eventually called MWEB and requested that they return our call because we did nit have enough airtime to continue the call. The operator said they dont return calls and they dont send out technicians to install and setup your router so you on your own, just follow the instructions. This was disappointing because we could not set bup the router and I decided to cancel the order. The order was then cancelled on the same day as we tried to set up the router. We then decided to use VOX instead and received great service from them but now MWEB refuses to hand over the line because we must pay nearly R1700 before they will release the line to VOX. There was no explanation from MWEB regarding the set up, connectivity or any other information regarding consequences of cancellation. Now we stuck with a line thats ready forn use but MWEB refuses to release the line to VOX.

I currently own a complex building where i lost a tenant due to mweb taking 3 months to do an installation. After the tenant moved they billed for services NOT rendered now my new tenant can not have fibre installed because of an active line that should not be there. During the covid19 pandemic the current tenant now needs to break protocol just to insure that she does not lose her job as she can not work from home. This is costing my company a lot of money in lost revenue and they are now holding the line hostage. They don't care about anything of any body. I have spend over R2000 just in phone calls to try and resolve the problem the customer services is up to s%%t. The people i have spoken to, to try and assist me are rude, unhelpful and unwilling to try and assist.

I have applied online to get fibre installed on the 25/06/2020 and still no installation has been done. The order was placed on hold due to another isp already linked to this address. I have previously tried to get fibre through telkom which I cancelled the order as this was pending since march. I have been referred to vumatel, just to be informed that mweb must contact them. I have spoke to vumatel and they said on my address no isp is linked, however when I went on their web page to place an order it shows it is linked to someone else. I do not have fibre at my house! I am trying to get installation, but keep on getting transferred back anf forth from mweb and vumatel. Vumatel again advised that the mweb manager must contact vumatel as this has previously happenend that other addresses are linked to one another and an order can still be placed. I am very frustrated as it takes days before I receive feedback and I am making all the calls.

DEAR MWEB
client number: [protected]

HELP PLEASE

the help phone line is not a help line.
I tried multiple times to speak to someone. I cannot access the website as I don't have an OTP.
I cannot log on to review as I did not receive the OTP_- have multiple (> 50) blocked numbers on my phone.
Please send me the number that will send the OTP to unblock.
PLEASE HELP 

I ordered a R629 package which includes free Installation, router and connection, all of a sudden MWEB is charging me for connection? Their sales manager is confused and wants us to be liable for things we are CLEARLY not liable for, as it states on our contract condition.i am not impressed at all because this has been going on for almost a month now, they do not even want to let me explain properly to them and just want us to pay, it's ridiculous

I recently installed fibre and it was working fine for 2 weeks. It's currently not working properly with only options to whatsapp but unable to download or search anything and my kids need to do their schoolwork. I urgently need someone to get in touch with me to resolve this matter. I don't have the time to hold on for hours on a telephone and nobody replies to email queries.

I want to change my otp on my registered cell phone. Can someone at mweb please contact me. [protected]. I am not able to make contact with mweb because all calls are electronically handled.

Client [protected]; Cel C/mweb stopped lte, march 2020. I moved to Telkom/mweb R199.+ voip R59=R258pm; my accs were; *Apr R427.97; May R258; June R506. *I Cant register query, tells me SessionTimedOut as I start to type. *Since Telkom took over my account is wrong and I Cant report it! Please help, I am oap, cant lose this money. Fix the billing problem please; i cant cancel, cant afford to lose upfront payment of 21 mths to move to some other isp.Anne R