MWEB.co.za
Reviews and Complaints

What a difficult exercise to try speaking to someone regarding an explanation of my absurd invoice. My LTE deal is R499 PM but my debit order is R1205 for July 2020, the account was paid for in June 2020 and was at a zero balance. I called [protected] and selected the option of assistance with accounts, the IVR notified me that "unfortunately we are not able to assist as we are not available". The self-service portal is out of order, it reads "session timed out" when trying to log a query for a call-back request (tried with both Chrome and Explore). I then selected the "technical" option and spoke to Bonga Botyeni whose supervisor is Sarrel Henn. Bonga could not help but escalate to billing through Natasha, who also escalated to Miranda of billing. I could not speak to anyone in leadership after numerous requests with Bonga who eventually hung up the line as I was refusing to hang up. It is sad to learn how MWEB lacks empathy to urgently assist frustrated customers. There truly is no customer service. Your service requires a great deal of improvement. Thus far, almost all calls I make to MWEB end up being a nightmare and it is a costly exercise. I need assistance and wanna be called by a manager and not a supervisor. My number: [protected].
Mweb account number [protected]

Changed from a 10mbps adsl contract with mweb, to a 10mbps fibre contract with mweb. Since the change, the internet speed has been laughable. 3 of us in the house, who had all been able to stream/download content at a reasonable speed on adsl - now it is impossible to stream without buffering every other minute - I thought fibre would be better, or at the very least be the same as the adsl - surely not worse?
I'm not willing to spend 40 minutes waiting on the phone to be put through to an mweb agent who will invariably not be able to assist me.

I have been a client of Mweb for 15 years with an email address. I requested fibre service in February and was billed for the first time in April and subsequently in May and probably June.

I have called the call centre probably 100 times in the last two months. You cannot speak to a consultant if you are following up on an order. Their automated system doesn't allow it. You leave your number and nobody calls back.

The fibre has never been installed and I continue to pay. I have emailed thrice now with no luck still. I will be cancelling my order with them.

Followed MWEBS protocol to request line move. Only "received" and acknowledged after 2nd phone call and resend of email. Phoned at least 7 times to get update on status, to be bounced. Each phone call requires holding on for at least 30 mins per call before cal answered. Almost 3 weeks since initial request to simply switch premises with already installed fiber line and own router... and can't get hold of anyone competent to make things happen or even cancel unattended request in order to change Service provider. Shocking after sales service.

I am so disappointed in the service I am receiving from Mweb, I've paid for a service and it's not being installed after sales service is just putrid no joy at ALL. No one can help you and I've ran up a huge bill calling Mweb and this is besides my normal subscription of R750.00pm, just calls made to Mweb came too R500.00. So they take your money and let you run a bill at the same time. Geez if only I knew what kind of service I am getting I wouldn't bother!

Goodday

I am very unhappy about my Fibre from Mweb. Someone has canceled the B number given to me when the fibre was installed and it was working until Friday 5th June 2020 until about 14h30. I am unable to work from home and kids cannot do work either. This is an inconvenience for me and my family as I have been paying my account monthly via debit order. Please sort this out as soon as possible as I have called in 5 times and have to hold for an agent everytime. Nobody has fixed up the problem.

Thankyou
Regards
Lisa-Marie Barnes
[protected]/[protected]

I have currently a MWEB, ADSL Uncapped 4Mbps WIFI connection which is received through a TelCom line. We needed the higher line speed as my wife is working at the North West University and is conducting electronic meetings on a daily basis. The current line speed is to slow to get proper connection and is an embarrassment if contact is lost during the meetings.
On 7 May 2020 I requested Mweb Sales Dept telephonic ally by phoning the number [protected] and following the steps to increase my line speed from 4 mbps to 8 mbps. The saleslady gave me a quotation of the monthly costs of the higher line speed and read me a long list of conditions. She informed me that the process will take between 7-10 working days to complete.
On the 21 of May I inquired at the Technical Services of Mweb again by phoning [protected] and following the steps. I was informed by the technician that my application was decline as my house was to far from the Telcom exchange in Potchefstroom and the the line can only accommodate a 4 mbps. I was never informed by Mweb about this information. If I did inquired I believe I would still be waiting.
I then contacted the Technician of Telcom in Potchefstroom that confirmed the information received from MWEB about the distance from my house to the old exchange. He then informed me that they can shift my line to a new sub-exchange that was build about two blocks from my house which he did and he forwarded me the specifications of the new line.
On the 22 May 2020 I phone the Sales Dept of MWEB again informing them of the changes that was made to my line and about the new specifications. I spoke to at that time a very helpful lady Anthia Prins. She requested me to forward her the new specification information as she will need it to forward to the Mweb Technicians. Which I did. Again she informed me that the process will take between 7-10 working days.
On Monday 1 June 2020 again I phoned the Technicians of Mweb via [protected] when I was informed that the distance is to far from my house. I informed the Technician about the changes that was made to the line and that I did forward it via email to Anthia Prins. The technician said that he could not retrieve any of the information on the system and that they only work on the information provided to them by TelCom via Uniweb. It is clear that the information about my new line provided by Telcom to me and which I forwarded to the Saleslady was not even provided or looked at by the technicians of MWEB and that they are still complying or being led by outdated information. When I asked him what must I do now he then put me through to the Sales Dept. Again I explained the situation to the Sale Dept and again they referred me to the Technical Dept.
On 2 June 2020 I again phone the Sale Dept requesting guidance from them and again I was referred to the Tech Dept. In the meantime we are still struggling with the internet and download speed.
We are send from pillar to post and no one want to assist to attend to my application on grounds of the new information on the specifications on the line as provided in writing to them. Instead the technicians still want to rely on outdated information on Uniweb.
My reference is [protected]

Ive taken a fibre package with MWEB the 1st of April 2020 they told me it would take 2 weeks for installation which till today the 1s of June hasnt happened. Ive called the call centre after 2 weeks of signing up but cannot get through to the call centre. I then decided to call Vumatel who does the installation for mweb and they told me that the installation had taken place last year way before i moved into the property so mweb needs to issue a new ticket. I tried Mweb again but no success emailed them with no feedback. I then sent a msg to Mweb on facebook for cancellation. Called the mweb technical support line who managed to put me through to cancellations. The operator logged a call on the system and got their sales guy Brent to call me back. Brent assured me that i would get a refund and an additional month for free on top of the 2 free months owing to me. Today it is 4 days later, nobodys called me back and they have debited me R1019.99 for installation which has not taken place. Again, i cannot get through to Mweb to rather cancel this product and give me money back as i have not received their product. I called Vumatel again and theyr telling me the same thing. That MWEB needs to log a ticket with them informing that there is no installation on this property. I cannot understand why the would charge me R1019.99 for installation which according to Vumatel has been done way before i signed up for the product. My id is [protected] and cell number [protected].

I never complain about bad service - I merely just stop using a company or its services.

But due to strained economic times during covid and my personal circumstances, every cent counts and I simply cant afford to lose or any forfeit my installments, I am forced to stay with mweb!
Under ordinary circumstances I would have forfeited my installments and incurred a loss purely on my principle on not doing business or deal with a company who doesn't value its customer and does not deliver on their promise).

But as I said I am forced to stay with mweb. All I want is for their services to be transferred to my new home but they simply cant get this right.
The most frustrating thing is that you cant get to speak to anyone and nobody calls you back; apart from the time, when I asked them not to bother about helping. When I did this, I was called within 12 hours.

However since my last engagement with trevor from mweb on friday 22 may - I have heard nothing, cant speak to him or get any feedback if my wifi will be installed by 1 june... This is their key suffering and if they cant get this right... What else do I say.

The most frustrating part is that the offer I got from their competitor was a better offer, but due to technicality of additional costs that I need to incur to cancel my agreement with mweb, I had to cancel that application.

All I need is for someone/mweb to deliver what was agreed. Please can someone do so.

Pillay

Good day,
Our contract has been signed on the 22 april 2020 for uncapped fibre. Up to date nothing has happened. When I track our order it says it has been handed over to service provider but no one is phoning/mailing or giving any information. It also states mweb will keep you informed but there is no communication from mweb. You cannot speak to a consultant - only leave your nr which is extremely frustrating. Your service is poor and we are at the point of ending the service with you! It is 24 days since our initial contract with you - so please please please can you let us know where we stand with you?

Regards
Gerhard jansen
[protected]
[protected]@iafrica.com

After my numerous complaints about the poor service I received from MWEB's sales agents since early March 2020 and the cancellation of my contract, I am writing to you for assistance with my complaint.

MWEB has been unable to successfully attend to my queries and still processed unauthorised deductions from my daughter's bank account in April and May 2020, for the inactive sim card and additional services/data we have not benefit from.

Kindly advise why MWEB is billing me and why they are using my daughter's banking details when I specifically requested for this service to be terminated.
First I was misinformed about the compatibility of my router, spent valuable time and resources on trying to get this resolved and now MWEB is billing me and deducting money for services not provided.
The same has been with my brother, MWEB delivered his sim card which was also not compatible to his router. He also cancelled his application for the contract yet MWEB continues to debit his account.

May I please have urgent assistance to my queries as we have also been battling to get through on their call centre numbers and no response to my emails.

Thanking you and kind regards

I signed up as a new client early April.
The service has still not been activated. I have called several times to follow up. The option only allows you to give your cell number and then it says they will come back. Nobody has ever come back to me.
Trying to get through to the sales department is impossible. Today I have tried 3 times AGAIN without any success. Listening to a voice saying if you hold a little longer your call will be attended to. All three times I held on for more than 30 minutes without my call been answered.
I have received my router but wish MWeb would come and collect it and cancel my contract even before it starts due to their extremely bad service. I will even pay just not to be a client of MWeb.!

Longest story ever - short version.
Was meant to immigrate in March. Covid cancelled that. Got hold of Mweb straight away to reverse cancelation request... Was told everything was done. 7th May - no wifi.. Almost a week later after numerous calls and promises of being called back... Nothing is sorted out. Apparent problem Telkom never reactivated Sim. Mweb solutions have ranged from sim swap, take out another contract... Still no idea if they've even requested Telkom to reactivate sim. Been through every department at mweb, keep getting shoved from pillar to post.
Yet mweb still takes their money?

worst service ever! I paid my mweb account on the 25th April already and sent proof of payment as requested to activate my new telkom sim immediately

No one has helped me thus far, every time I call in for assistance I'm put on a long hold or the call cuts and no one calls back even after having my details open on their systems.

I've sent through a complaint and someone called but didn't even help as I was placed on hold for 15 minutes.
One agent tells me the request for activation has been sent and then another tells me there a R9 outstanding on the account so they cannot reactivate.
How the hell can there be a R9 when the amount I paid what was one of their consultants told me!

So sick of waisting my airtime on them.
Horrible service definitely going to change providers!

Hi Widaad

I hope you're well. Please could I ask that you give me a call. Been following up with Vumatel and they apparently have not had any contact with MWEB.

Thank you

From: Blaine Cook [mailto:blaine.[protected]@vumatel.co.za]
Sent: Wednesday, August 7, 2019 9:48 AM
To: Lebo Moloabi
Subject: Re: Account TGRS8298

Hi Lebo.

I have not received any feedback from Widaad as yet. I hope to hear from them soon.

Kind regards.
Blaine

On Tue, Aug 6, 2019 at 4:47 PM Lebo Moloabi wrote:
Hi Blaine

Has Widaad made contact with you?

From: Blaine Cook [mailto:blaine.[protected]@vumatel.co.za]
Sent: Tuesday, August 6, 2019 3:43 PM
To: Lebo Moloabi
Cc: MWEB ; [protected]@mweb.co; [protected]@mweb.com; [protected]@mweb.com; Vumatel
Subject: Re: Account TGRS8298

Hi Lebo.

Thank you for your email.

Your assistance is greatly appreciated.

Kind regards.
Blaine.

On Tue, Aug 6, 2019 at 11:32 AM Lebo Moloabi wrote:

Hi Widaad

Please can I get confirmation as to whether this matter has been settled.

Warm Regards

From: Lebo Moloabi [mailto:[protected]@boipelo360.co.za]
Sent: Wednesday, July 31, 2019 12:28 PM
To: 'MWEB' ; '[protected]@mweb.co'
Cc: 'Blaine Cook' ; '[protected]@mweb.com' ; 'Vumatel'
Subject: RE: Account TGRS8298
Importance: High

Hi Widaad

Thanks for taking my call. As discussed I really need this query put to bed. I have just spend almost 2 hours on hold and being shunted from department to department about this query. The last two times that Vumatel called excluding the call today I was assured that this would be settled. As you will see from the trail mail I was in contact with Nomahlubi and I requested that she send a confirmation email which was not send. I then spoke to Avela Sitaa then to yourself requesting a confirmation email.

Blaine I have attached an email with the promo that I responded to for your information. What I would like from you Widaad is an email confirming that this is the promo offer that I took up, and that Mweb is responsible for settling this account. I can't have this query come up every 3 month for a processes that should have been completed in 2017. Please can you send me this email with Blaine in copy so that this matter can be resolved.

Your urgent assistance in this regard will be appreciated

From: Lebo Moloabi [mailto:[protected]@boipelo360.co.za]
Sent: Wednesday, July 31, 2019 11:06 AM
To: 'Blaine Cook' ; 'MWEB'
Subject: RE: Account TGRS8298

Hi Nomahlubi

I have just received a call from Vumatel informing me that this has not been sorted out. Please look at trail mail below and can you give me a call urgently. My last email to you I requested confirmation once this matter was sorted and I did not hear from you. This is exactly what

Warm Regards

From: Blaine Cook [mailto:blaine.[protected]@vumatel.co.za]
Sent: Wednesday, July 31, 2019 10:58 AM
To: [protected]@boipelo360.co.za
Subject: Account TGRS8298

Hi Lebo.

Trust this email finds you well.

Please note that your ISP Mweb did state that you were out of the promotion period and they will not pay for your installation. Your account still remans outstanding with us for the amount of R1710.00
I hope to get this matter resolved soon.
Once again, I do apologize for the frustration you are having with this matter.

Kind regards.
Blaine D. Cook
[protected]

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From: Lebo Moloabi [mailto:[protected]@boipelo360.co.za]
Sent: Friday, May 24, 2019 7:46 AM
To: 'MWEB'
Cc: 'Vumatel'
Subject: RE: - RE: Outstanding Vumatel Fibre Installation Account: TGRS8298

Hi Nomahlubi

Thanks for your email. Herewith the account. Please can you send me a letter of confirmation once this is sorted out.

Warm Regard

From: MWEB [mailto:[protected]@mweb.com]
Sent: Thursday, May 23, 2019 4:48 PM
To: Lebo Moloabi
Subject: - RE: Outstanding Vumatel Fibre Installation Account: TGRS8298

Good day,
Thank you for your e-mail.
Can you kindly forward us the invoice Vumatel have sent to you regarding the installation fee payment.
As we will take this up with them directly.
Looking forward hearing from you.

Kind regards,
Nomahlubi Am
Sales Administrator
Tel: [protected]
www.mweb.co.za

------------- Original Message --------------
From: Lebo Moloabi [[protected]@boipelo360.co.za]
To: 'Vumatel' [[protected]@vumatel.co.za]
Cc: [protected]@mweb.com
Date: 23/May/2019 12:37:18
Subject: RE: Outstanding Vumatel Fibre Installation Account: TGRS8298

TO WHOM IT MAY CONCERN

2:

My ISP was supposed to pay (Please provide your ISP Name (MWEB) and Account Number (943520))

MWEB offered a package with free installation so please take this up with them. I have contacted them and that is why they are copied on this email. Please confirm receipt of this email and should you need further clarity I can be contacted on [protected])

Regards

From: Vumatel [mailto:[protected]@vumatel.co.za]
Sent: Thursday, May 23, 2019 10:47 AM
To: [protected]@boipelo360.co.za
Subject: Outstanding Vumatel Fibre Installation Account: TGRS8298

Dear Lebo Moloabi, this is a friendly reminder of your outstanding Vumatel invoice for your fibre installation. This is for the installation of the physical fibre and the CPE/ONT device from your boundary wall into your home. The work was completed by a Vumatel installation technician or partner. Note that this invoice does not relate to the activation or connection fee billed by your ISP. Please reply with below options to resolve your outstanding account TGRS8298.

1:

I will pay (Please confirm a payment date)

2:

My ISP was supposed to pay (Please provide your ISP Name and Account Number)

3:

I have paid already (Please attach proof of payment)

4:

I have initiated a once off debit order instruction from the attached Vumatel installation invoice

5:

My billing details are incorrect (Please provide us with the correct details)

Alternatively, click the link: https://protect-za.mimecast.com/s/H6D0CxGjLztBGX61u84LRG to self-service.

Banking Details:

Account name: Vumatel (Pty) Ltd

Bank: Standard Bank

Account number: [protected]

Branch code: 051001

Should you have any further queries kindly contact us on [protected] or email us on [protected]@vumatel.co.za

Kind regards,

Vumatel Accounts

Mweb's services are absolutely appalling. Well non existing. Sense they change to telkom or lets say no telkom for a better name i've had no internet services but mweb still takes its payment. And the best part of all this they keep blaming telkom and do nothing about it.
I've logged so many calls over the last 4 months and nothing. Absolutely nothing has been done from mweb side. Not even suggesting another services provide to better my internet experience with them. I absolutely hate mweb. I hope that this company goes bankrupt and all their director land up in jail for the crap services they provide.
Everyone keep away from this compamy.

No service from day of fibre installation. Nobody responds to let me know the status of my query. Mweb debited my account for the full month plus rata when I never received service at all... daylight robbery! Pathectic service. I want to cancel with mweb due to breach of contract, no service. Logged a query and nobody responds.
First the installers installed the fibre incorrectly, now no service, they did not activate service, so I'm basically sitting everyday send waiting for SADV/ MWEB to activate the internet service. Absolute incompetence. I'm very irritated with the fact that this is a 15 min fix up which has taken 2 weeks and still not resolved. I'm reversing the debit and cancelling the contract. Worse part of this is that when I asked escalate matter to management nobody knows who their management is! Really?

On the 1st April I received confirmation that Mweb will collect pro-rata payment and R199 MTN package. By this time the MTN SIM card was inserted into my new ROUTER ARCHER 600 (Cat6) verified by an MWEB technician.
REF MWB 138 67 458

New Acc - [protected]

I called several times and spoke with sales (Patrick) and Technicians (Thulani, Daniel) who said my ticket has been escalated.
I spent over R350 for calls and data to work from home because of my internet issue. I had complained on twitter for several days and only today I was told via Inbound call by Rudolph that my router is not compatible. This is unacceptable and would appreciate feedback/ resolution for my issue.

Please review all my calls made to your call centre and nothing has been resolved. Im very disappointed with your services.

Been complaining about internet connection since December 1019. The signal is intermittent. Devices cannot connect to wireless. Working from home and cannot get a proper signal. Frustrated and tired of complaining. Spent lots of money buying data and airtime just to call mweb every 2nd day. Pleas can services and credit my account. It is no use that I'm paying mweb and buying data.

Ive been waiting since18 desember 2019for my connection ive paid in desember for the connection up until 1 april 2020 is the first call i got from kerwyn martins to say my router will be here yesterday 2 april 2020 today 3 april after i complained he send me the couriers number when i phoned them they didn't even know what im talking about after i told him again he said he emailed them for the 3rd concecitive time still no router link africa all ready put in the cables when are going to start charging me from before the router comes cause the fibre is all ready installed how do i get hold of anyone that can help me cause when you phone in and get and i state IF YOU GET HOLD OF ANYONE AT THE NUMBER [protected] only answer they give is i dont know, ill get back to, i don't know how to help you this is pathetic service