MWEB.co.za
Reviews and Complaints

Acc: 10480538
A fibre router was installed over a month ago, after doing the set up with mweb it didn't work and has not since then. Numerous calls to MWeb and SADV led to nothing, a different story on what is wrong every time. I fourtunetly kept my adsl line otherwise I would have nothing. I am forced to look for another service provider that can assist.

It is with great regret that I write this mail...
I ordered one of the lte deals, my pacgage arrived on the 16th july 2019 and as it was explained to me that it mite take up to 48hrs for connectivity, I understood, I plugged the devise in on the 16th and on friday the 19th july I still did not have any internet as the devise was still flashing red, I called customer care and I was informed that my devise was not active which I failed to understand, they managed to activate the device and I had internet friday night, saterday the 20th my devise flashed red and it has been like that since and today is the 22nd july. My neighbor is the one who recommended this product to me hence I got it, her device is working fine and she had correspondence from mweb via sms and I had not received not even one sms from mweb, I was not even aware that I needed log in details coz I had not received anything. I have not had any communication, I was the one phoning mweb and asking for assistance, im not even sure if I want to continue with this product anymore
My id number is [protected] I am really unhappy with the service I have received.

Good day
Cancellation of MWEB Service: E MAIL ACCOUNT leoni.[protected]@mweb.co.za
I cancelled my MWEB service three months ago. I received the cancellation confirmation. BUT still debit orders are taken from my bank account.
Please help me to STOP this practice immediately. Every month they add an amount to the billing.
Previous e-mail account : leoni.[protected]@mweb.co.za

Regards
L Joubert
ID [protected]

My customer number: [protected]

I had uncapped MWeb ADSL internet through a Telkom copper line. The internet was not stable and I decided to cancel.

When calling in to cancel, the sales person at the MWeb call centre convinced me to go with the MWeb LTE product. I agreed to take the LTE product and even agreed on a capped line because I was promised a faster line (up to 30Mbps) and a more stable line.

Within the 1st week I realised I did not get what I purchased and complained on 20 May 2019 for the first time. I wanted the service to be terminated without costs because I did not get what was promised. I have a screen shot where the speed tested as low as 0.3 Mbps - 100 times slower than promised.

After numerous call centre calls, many minutes kept holding while being transferred to other departments, etc, etc my internet is not cancelled.

Reference numbers are (I did not write everything down) MWB [protected], MWB [protected]_3, MWB [protected], (was holding the line twice for 17minutes and 9 minutes), MWB [protected], etc.

There seems to be no way to get service from MWeb but through their call centre which seems to be either unwilling or incompetent to deliver a service when it is about cancelling.

My desired outcome is:
1. Cancel my internet without penalty costs. The router is available to be collected. I have already installed a wireless internet.
2. Please compensate me for my costs to cancel and paying for a second internet at the same time whilst MWeb was not performing.

Re: Account [protected]

Phoned Mweb on 28 february 2019 to cancel account and on 5 march 2019 (spoke with abdul) and confirmed in email 7 March 2019. Mweb still submits debit order on my bank account. I reversed debit order. Phoned Mweb on 6 May 2019 was told had to give one months notice, other wise they would keep on processing debit order? informed agent I had given gave one months notice on the above dates, was then cut off? I will keep on reversing the debit order.

P Knight

Hooray
Its working
Dear devin @vumatel
I would just like to tell how wonderfully refreshing it is in this day and age chelsey took ownership of this issue, even though it was an mweb problem. She was absolutely amazing. Thank you chelsey you are a star.

Dear mweb
As for your service person robert who was totally condescending to me, he should take lessons from chelsey. I had to beg him for a reference number (mwb10580825), he refused to accept that it was an mweb issue…. Very bad form!

The service from Mweb has been the worst I have ever experienced in my entire life.
I placed my fibre order on the 11th of March, I got an sms the next day to confirm my unit number. So I called in and gave it to the call centre operator and was told to wait 7 - 10 working days. I called in again a few days later to check if everything was on track and I was told yes to just wait and someone would call. After receiving no calls after the 10 days I called back to the mweb call centre and was told that they would escalate the matter. Also just to note that everytime I called in, I was asked for my unit number... I dont actually think this was ever updated. So after receiving no calls a few later I called SADV who told me that they hadnt received my order from Mweb. I called Mweb back and they said they would check and call me back... not 5 mins after this call I get an email from SADV saying that my order was received. Mweb had not sent my order through and had been lying to me about the process everytime I called. SADV were very helpful and managed to do my installation fairly quicky to make up for Mweb's mistake. Mweb never apologised an kept feeding me nonsense over the phone. I was told that as soon as SADV installed my box I could call them and they would activate me.. this however was another lie because when I called I got a different story about waiting 48 hours... I also had to wait another 7 - 10 days to receive my router ... which I eventually just bought my own. Mweb told me that as soon as SADV has closed the ticket on their side they would activate my account. An hour after SADV has closed the ticket I called mweb who had still done nothing and only when I called has put in the request to activate my account.. and was told to wait another 48 hours... The amount of airtime I have waiting calling these people to make sure they are doing their jobs is ludicrous. THey are lazy and dont care and I am still waiting for my apology. This whole exercise has taken nearly a month and all I want is for someone to keep their word and do what the promise. This is disgusting service and will most likely never use MWEB again and will advise anyone considering fibre providers to use Afrihost or any of the others!

I had a call agent be so absoulty rude to me over a small payment that wasn't even a 100 rand and she had called my boss to say I haven't given them his personal cell number but ended up complaining about me on his personal cell number that they had already had and it was completely unssacry I explained to the lady that they weren't in office at time and she was so rude to me will not susgest mweb to anybody because of your discusting services

In January 2019 upgraded my Mweb ADSL line to a fibre line expecting super fast speeds on the 100 Mbps option I chose in conjunction with Octotel. The telephonic sales consultant advised that the modem device included in the deal does not allow for 100mbps speed and said they have a router which can but costs R1500. I opted for this router otherwise what would the point be. After a week I called tech support because my speed was consistently poor averaging around 35-40 Mbps on WiFi. On LAN the speed increased to 85 Mbps. The agent went through a number of tests and advised that the router be replaced with a new one. A few days later another router arrived, not new but refurbished. When I called about my new router, they explained that the out of box failure period had lapsed. I was furious and spoke to a supervisor who eventually agreed to send me a new router. Anyhow the router arrived but the speeds I am getting are nowhere near what it should be. I reported this to tech support again, and I had to listen to some hogwash explanations about possible reasons why my WiFi speeds are so slow. I still await an update on my query, but clearly Mweb fibre is not working for me.

We cancelled our Fibre order last week and was advised by the call centre agent that a refund of my R 1, 000.00 will be refunded to my Capitec Bank Account. Until today I have not received any refund.

Every-time I try and follow up, I have to hold on for long periods to reach an agent and when I eventually do they tell me the same thing.

I have lodged online queries and same has still not been answered, same as my tweets in twitter.

Surely this can not be how Mweb treats their customers.

I request that my issue is resolved as soon as possible as it is a pure frustration not knowing the status.

Good day, I currenlt have the rain 25gb off peak and 25gb on peak package. Yesterday morning when I woke up I noticed I had no internet access. I went to look on my mweb account and saw that the on peak data was capped. I then proceeded to purchase a 3gb booster and was told I should wait around 15min for it to kick in. I waited over an hour and still had no access.in that time I had rebooted my lte router but no luck. I once again had to call in to find out what was going on. When I got through they told me that they were having connection issues and my number would be added onto the list of when this problem was sorted. I then received an sms around 12 in the afternoon saying the connection problem had been sorted however, I was still without internet. I then called in again, please keep in mind I have used a our r80 worth of airtime calling in with no resolution. Each time I called as soon as I got talking the operator and my phone ended the call due to no airtime. It is now 8:21am and I am still without internet! I am not impressed with this service and I had just taken out a new product which I am considering canceling! Please get someone to call me so that this can be sorted out. My information: chantelle george [protected] [protected]

Well I don't Know where to Start, but saying that this sort of customer service is appalling. I have had a 10MB ADSL line for just under two years. All of a sudden, my line cannot give me 10MB, but off an on under. I called MWEB and had a long run around being kept on a string instead of saying we cannot help u. I Paid for a service which I did not receive. I requested they look at the billing, to date nothing yet and no contact. I cancelled waiting for they to sort themselves out. Last Week I re-instated my contract and to my surprise, nothing has changed. They signed me up for a 10MB line again and I only receive 4MB if I am luck. I am having to phone them continuously for 30 to 60 min a shot at my cost.

The last straw was I called this morning to wait 40min for someone to answer, only to get the phone put down on my ear.

How can such service providers get away with murder.

Anyone know of who I can escalate this poor service to. It has become a Norm.

Despite listing their website as a option for fibre cancellation this is not the case and noo such option exists under My Products. On attempting to call their cancellation department you are left on hold until you decide to give up. This is particularly thought provoking given that other departments are very responsive.

This is obviously a delay tactic and is frankly pathetic on their part. I want my one month cancellation notice in and acknowledged before the start of December so that I can start a more affordable package in the new year.

Wendy Kaplan
Account No. [protected]

On the 7th November 2018, I called MWeb's help line to assist me with installation of a fibre line. The man who assisted me, Craig Hess, not only was totally impatient with me (as I was uncertain of what to do) - he also had me in tears as he was rude and impolite and made me feel like I was a total imbecile.

Not very helpful at all for someone attending to a "helpline".

I trust that something will be done about this, he certainly needs to be reprimanded for his totally disgusting behaviour!

I signed up with MWEB for a package of 200 mbps download and 20 upload with free installation. The difficulty in getting Netflix movies downloading smoothly made me make a speed test for several times to discover that for more than 6 six months I was not getting more than 19mbps. To my surprise, I also discovered that the router installed could not handle more than 100mbps. After lodging a complaint, MWEB only delivered an appropriate router but remains reluctant to compensate me for the many months I was cheated. Can anyone help?

I strongly feel that some MWeb employees should not receive salaries as it undoubtedly appears that they really don't care about their clients. There is absolutely NO client service!

On the 19th of July 2018 shortly after 12:00 as per appointment Mr Elmar Stoffels, one of the field sales agents of MWeb, visited myself and my Personal Assistant, Mr Herschelle Vries, at my offices/residence in Chrismar, Bellville to explain the much advertised fibre package. A few days later, namely on the 25th of July, I signed a contract for the 20/20 uncapped fibre package explicitly (clearly) requesting on the form that they should notify me WHEN the first debit order would take place. This was also mentioned to Elmar when he explained the process to us (Herschelle and myself).

At 19:00 on the 8th of October a pro rata amount of R839.10 was debited from my account. This placed me in an invidious position as almost this whole amount was reserved for another urgent matter.

During the meeting on the 19th of July we had with Elmar, he never mentioned that immediately after the activation of the service by MWeb a pro rata amount for the month ahead would be deducted from my bank account.

Furthermore, I have documentary proof that I signed for the package of R909.00 per month, NOT for R929.00 as I was invoiced later.

The next morning, i.e., on the 9th of October Herschelle called the MWeb call centre to find out why my account had been debited without my knowledge. He spoke to two different call centre agents who explained to him that this was standard practice of the company to deduct an amount soon after one's service has been activated. This was news to us!

The second call centre agent Herschelle spoke to by the name of Nirvana in the Sales Support Department explained to him that she would put through a request for Mr Elmar Stoffels to make contact with me so that I could try and clear this matter up with him.

After Herschelle had ended the call with MWeb I instructed him to get in contact with Mr Elmar Stoffels to discuss this matter further with him. Until this time, every time that we tried to get hold of Elmar he either took our call or returned it almost immediately, but now - because of his messing up?! - after numerous attempts by Herschelle to get a hold of him, Elmar finally took the call. Herschelle explained the situation and my anger to Elmar stressing the fact that an amount of R839.10 had been debited without my prior knowledge from my account. He enquired from him why we had not previously been informed that this would be happening. Surely Elmar should have mentioned this. Also, on the signed Fibre Application form there is an express request that I should be notified BEFORE the first debit order were to be effected.

Elmar told Herschelle basically the same thing that the call centre agents had already disclosed to us, that this is standard practice of the company to debit an amount after the activation. He nonchalantly said that there was nothing that he could really do with regards to the fact that the money was now gone out of my bank account without my prior knowledge. He also did not provide any explanation as to why he did not disclose this information to us (Herschelle and me) during our meeting on the 19th of July.

Herschelle then contacted MWeb again on the same day (i.e., the 9th of October) and spoke to an agent by the name of Rafikah. He explained to her everything in detail regarding this matter and what had transpired between him and the phone call to Mr Elmar Stoffels. She then asked Herschelle if he would want to speak to the supervisor of Elmar. He agreed. When Rafikah tried to transfer the call to the supervisor the call was cut off. Herschelle phoned back again and spoke to the exact agent again where she this time advised him to log onto the MWeb webpage to leave a complaint there. Herschelle did exactly that: he provided them with all details.

The following day (i.e. the 10th of October) on the MWeb webpage we received a reply from MWeb informing us that the matter had been escalated and that we could soon expect to be contacted by the manager of Elmar Stoffels. Not long after we had seen this answer on the webpage, we received a call from the Fields Agents Supervisor, Mr Nadir Warries, who spoke to Herschelle.

Once again - this was now the umpteenth time! - Herschelle ended up explaining to Nadir also the entire situation. Nadir said that disciplinary steps would be taken against Elmar Stoffels for neglecting to inform us about the amount that would be debited from my account. He furthermore said that they would discuss the matter of coming up with different strategies to have the money returned to my account and then be debited again at a later date. He (Nadir Warries) informed Herschelle that he would get back to us with a solution to the problem the following day, that is the 11th of October. Nadir agreed to Herschelle's suggested time, namely at 11:00.

The following day (the 11th of October) we waited for the call from Mr Nadir Warries at 11:00. Needless to mention, he dit NOT call! Herschelle tried numerous times to get a hold of him, but they were all in vain. The next best thing was to again lodge a complaint on the MWeb webpage. We needed to know why Mr Nadir Warries, MWeb's Fields Agents Supervisor, had failed to get in touch with us as promised.

After trying again numerous times to contact him, only by 15:05 did Herschelle manage to get hold of him successfully. Nadir said that he was not at the office as he had to leave the office after 09:00 to attend to a personal matter. He claimed that he had asked his assistant to get in touch with us to inform us of this matter. No-one contacted us! Nadir then asked if we could reschedule our appointment with him for the following day, i.e., the 12th of October. They (Nadir and Herschelle) mutually agreed on 10:00. AGAIN the MWeb Fields Agents Supervisor, Mr Nadir Warries, failed to contact us the following day as promised.

TEN DAYS LATER (on the 22nd of October) - which was surely enough time for Nadir to think out more lies why MWeb and he in particular pride themselves in failing their clients - Herschelle called him AGAIN. Surprisingly Nadir took the call, but asked if he could call us back in 10 minutes, which he did. Another surprise! Nadir did, however, ask Herschelle if anyone from the Billing Department had contacted us. No-one did! If they claim that they did, can they please provide us with documentary proof. This time Nadir explained to Herschelle that there was nothing that the billing department could do in terms of providing me with a refund for the money that was debited from my account without my prior knowledge.

Upon my insistence Herschelle asked Nadir if he was willing to accept my intention to warn prospective clients about the raw deal from MWeb. Nadir said that he was "okay with it." Herschelle repeated the question, and again Nadir said the same. Wouldn't a person in this (senior) position try to avoid this somehow?

It is saddening to know that this is the level of service one can expect to get from MWeb. How are you supposed to put your trust in a company like this?! If this is how they are conducting themselves with clients then it probably won't take that long before I decide to cancel my subscription with them. I hope that they can better equip themselves with staff who knows how to do their work properly and that don't blatantly lie and deceive their clientele.

Yes, it is sad indeed that I am now forced to expose MWeb in the media for their unbelievably corrupt service. I will make sure everyone KNOWS what kind of company MWeb really is. And Mr Nadir Warries, the Fields Agents Supervisor, said twice that he's okay with it.

A warning to the general public: don't get involved with this corrupt company called MWeb; save yourself hours of fighting in vain telephonically; keep your sanity and dignity. Don't allow MWeb to force you to turn from a gentle sheep into a venomous snake!

Pieter Bezuidenhout
Bellville

It would seem that since Mweb was taken over by Internet Solutions the voice quality is so bad that one cannot have a conversation with a consultant.

AS somebody who works in this market as a consultant I would request that Mweb get IS to increase the voice bandwidth, so that good quality speech is possible and the excellent service we got from Mweb prior to this buy out can be restored

I had a landline from telkom which mweb converted to an ADSL line, when I upgraded mweb failed to release the line in order for telkom to disconnect the landline under my instruction as it was no longer needed due to my upgrade, hence this was not done, I have now received a telkom invoice for R1450 due to this negligence from mweb and them not releasing the line in order for telkom to disconnect it and have been listed on the credit bearu because of this, I would like to have this resolved immediately by mweb and contact myself once rectified

Byron Grieb
[protected]
Byron.[protected]@gmail.com

June 2018 I cancelled all domain packages with MWEB due to the fact that I was no longer operating those businesses, due to many reasons.

Around the 25th August I registered a domain with MWEB. The annual fee being R109 and the monthly fee of R36. This was done online without any problems. A week later I receive an email saying that the monthly fee would now be R49 per month. I had signed up for the R36 per month package and would think that amount should be honoured for a full 12 months and not increased the following month.

On the 12th of September I reactivated newbeginningsmedia.co.za - telephonically. I was told that the domain was still active and that I just need to choose the monthly hosting package, which I did - the new R49 option.
This took two weeks of daily phone calls trying to get this sorted and every day I was told that it was sorted and it wasn't. I spent around R500 just on phone calls to get this sorted and up and running. I was passed from one person to another, with nobody prepared to take responsibility.

I have been with MWEB for years and this is the first time that I have experienced such horrid service.

Around the 15th September I received an invoice of R222.40. I wondered why it was so high, as my hositing worked out to 2 x R49 = R99. I honestly did not feel like going through more phonecalls so I just left it. I did however go online and noticed that my bank details and address were incorrect, even though I updated them online in August, so I had to make yet another phone call. That was on the 28th September. The guy updated my details and assured me that the debit order would go off that account. On the following Monday, 1st, I receive an email saying that my debit order failed. I phoned YET AGAIN and was told that I didn't change my bank details in time so they will re-debit on Tuesday the 2nd. On Friday, the 5th, I receive yet ANOTHER failed debit order email. So YET AGAIN I have to phone. They then tell me that the amount is now R411.84. To say I was furious is an understatement.
The lady tells me that the domain needed to be renewed and and and. I told her that I want to cancel with immediate effect as I cannot continue to deal with such an unprofessional company.

This is affecting the running of my business and it is costing me time and money making daily phone calls and never getting anything sorted.

My fibre connection with MWEB failed on 20th September 2018 - ref MWB8711385.
8 days later I received an SMS saying that the link was down due to cable theft, and there was NO indication on when this service would be restored. Every call I make to MWEB leaves me with less confidence that MWEB can restore this service.
In the meantime, I have been charged for the full month even though I have not had Internet service for 10 days in September 2018, and still don't have service.
CLEARLY MWEB DON'T KNOW HOW TO MANAGE INCIDENTS AND ALSO DON'T KNOW HOW TO LOOK AFTER THEIR CUSTOMERS!
Poor show MWEB!