Mweb Opiniones 525

Respuesta de Mweb

13 abr 2026

Hello Mookho.

We hear how exhausting and frustrating this experience has been, especially after such a long-standing relationship since 2014/2015. Long hold times, dropped calls, chat delays, and service suspension despite payment clearly created a breakdown across multiple touchpoints, and that impact on your time and peace of mind is fully acknowledged.

To properly review what happened on your account, including the suspension while payment was made and the missed call-back attempts, this needs to be handled securely by our dedicated team rather than public support channels.

We’d value the opportunity to formally investigate and assist further. Please email customer-reviews@mweb.com with your review details, registered Mweb email address, and any supporting screenshots or reference numbers so we can verify your account and take this forward appropriately. We aim to respond within 24 hours once all required details are received.

Kind regards,
The Mweb Team

Respuesta de Mweb

13 abr 2026

Hello Seg T.

We understand how frustrating this situation is, especially when you’ve been following a confirmed payment arrangement and your service is then interrupted unexpectedly. That’s not the level of consistency and reliability we aim to provide.

To get this properly reviewed and resolved, please email customer-reviews@mweb.com
with your account details and a summary of the billing arrangement shared with you. This will allow our team to securely verify your profile, review the billing timeline, and address the disconnection with the correct context.

Our team will respond as quickly as possible, with a general turnaround time of up to 24 hours, and will ensure clear feedback and next steps are provided.

Kind regards,
The Mweb Team

Respuesta de Mweb

10 abr 2026

Hello Ashley.

Thank you for taking the time to share this with us. We understand how frustrating and concerning it must feel when you believe a cancellation has been completed, including payment of the cancellation fee, yet monthly billing continues. This is not the experience we want for you, and we would like to ensure it is properly investigated and resolved.

We will need to review your account, cancellation request history, and billing status in detail to determine exactly what has happened and correct it where necessary.

For secure and efficient assistance, kindly send an email to customer-reviews@mweb.com
including the full review details, the link or image, and your registered Mweb email address. Please note that we can only respond once all required information is included. Our team aims to respond as quickly as possible, with a general turnaround time of up to 24 hours.

Once received, we will ensure your case is reviewed urgently and escalated to the relevant billing and cancellations team for resolution.

Kind regards,
The Mweb Team

Respuesta de Mweb

10 abr 2026

Hello Shakira.

Thank you for reaching out and sharing your experience. We understand how frustrating repeated disconnections, delayed support responses, and billing concerns can be, especially when you rely on a stable connection for daily use. This is not the level of service we aim to provide, and your concerns are taken seriously.

To ensure your case is properly reviewed and resolved, we will need to continue this process via email so the relevant teams can access your full account details securely and investigate thoroughly.

For secure and efficient assistance, kindly send an email to customer-reviews@mweb.com
including the full review details, the link or image, and your registered Mweb email address. Please note that we can only respond once all required information is included. Our team aims to respond as quickly as possible, with a general turnaround time of up to 24 hours.

Kind regards,
The Mweb Team

Respuesta de Mweb

10 abr 2026

Good morning, Wiedaad.

Thank you for sharing such wonderful feedback. We’re really pleased to hear that your signup process was simple and that your activation went smoothly.

It’s also great to know our technical support team was able to assist you with setting up your router and get you connected without hassle. We’ll be sure to pass your kind words on to them.

We’re glad your overall experience has been amazing; that’s exactly the standard we aim for with every customer journey, from sign-up through to full activation.

If you ever need assistance or want to optimise your connection further, we’re always here and happy to help.

Kind regards,
The Mweb Team

Respuesta de Mweb

9 abr 2026

Hello Bongani.

Thank you for laying out your experience so clearly. Dealing with ongoing, inconsistent connectivity since October, extended periods without service, and still being billed as though everything is running normally is deeply frustrating. Added to that, having tickets closed without resolution and spending significant time trying to reach support without meaningful assistance creates an experience that feels both exhausting and unresolved.

This is not the standard we hold ourselves to. Your feedback points to gaps across connectivity stability, ticket ownership, and support accessibility, and it deserves a thorough, end-to-end review rather than another partial interaction.

We’ve taken ownership of this by ensuring your profile is escalated for a full review. Our team will assess your connection history, investigate why tickets were closed prematurely, and align this with your billing to ensure accuracy. Where service has not been delivered as expected, this will be addressed appropriately.

To move this forward without delay, please email customer-reviews@mweb.com
with:

Your review details or a screenshot
Your registered Mweb email address

This allows us to securely access your account and ensure the right teams follow through with clear outcomes. Once received, you can expect a response within 24 hours, along with defined next steps and accountability through to resolution.

For added control going forward, the Mweb App allows you to track your connection status, monitor tickets, and manage your account in real time, which can help avoid situations where updates are missed: https://help.mweb.co.za/articles/mobile-app/getting-started/navigating-the-mweb-mobile-app

Kind regards,
The Mweb Team

Respuesta de Mweb

8 abr 2026

Hi Guillaume, we completely understand how upsetting it must feel to experience frustration after being a loyal Mweb customer for 17 years. Your experience matters to us, and we want to ensure your concerns are fully understood and addressed.

To assist you securely and effectively, please email your account details to customer-reviews@mweb.com. Once we have your information, our team can review your account and work with you to resolve the issues you’ve experienced as quickly as possible.

Kind regards,
The Mweb Team

Respuesta de Mweb

8 abr 2026

Hello Ruby.
We understand how frustrating this experience has been, especially after your long-standing history with Mweb. Extended wait times and difficulty reaching support are not the experience we aim to deliver. Your feedback has been noted and is being taken seriously to improve accessibility and response efficiency.

We’d value the opportunity to resolve this for you. Please email customer-reviews@mweb.com with the review information, a link or screenshot, and the registered email address on your Mweb account so we can verify your details securely. We do our best to respond promptly, with a general response time of up to 24 hours once the necessary information has been received.

Kind regards,
The Mweb Team

Respuesta de Mweb

8 abr 2026

Morning Julian.

We understand how frustrating it is to spend so much time trying to get through, especially when you’re not receiving clear answers on your account. This is not the level of service we aim to provide.

We can see that your Vumatel fibre order has been placed, and one of our agents connected with you via chat yesterday to log a request for urgent activation, now that your line has been cleared from the previous ISP.

We’ve also escalated this to the Vumatel activations team, who will review your order and get in touch with you directly to discuss the next steps as soon as possible.

Your case is being actively followed up on to ensure progress without further delays. We will be in touch soon.

Kind regards,
The Mweb Team

Respuesta de Mweb

7 abr 2026

Hello Shafiek. Thank you for sharing your feedback, Bongani. We never want our customers to feel unheard or frustrated. Your review has been shared with the relevant customer journey teams to review your experience and make improvements where needed. We are dedicated to making things better for you and all our clients.

Kind regards,
The Mweb Team

Respuesta de Mweb

7 abr 2026

Hello Eunice.

We completely understand your frustration. Being left without service after following all the payment steps, spending hours on hold, and receiving conflicting information is unacceptable, especially when you rely on your internet daily.

To help you get back online as quickly as possible, you can follow the official guidance here: https://bit.ly/3I5I8md
This step-by-step guide can help confirm your account status and ensure the connection is restored.

Your case is being actively tracked, and the team will reach out to provide updates and confirm when your connection is live. While this is being resolved, if you experience any further issues or delays, please reach out via private message so we can respond directly and promptly.

We’re committed to turning this experience around and getting your internet fully restored without further delays.

Kind regards,
The Mweb Team

Respuesta de Mweb

7 abr 2026

Hi Daves.

Being without internet for three days, especially over the Easter weekend, after already spending hours trying to get through to support, is incredibly frustrating. After 30 years with Mweb, you should be able to rely on a far more responsive and seamless experience than this.

The extended downtime combined with the dropped call after such a long wait clearly shows that this hasn’t been handled with the urgency it deserves. That’s not the level of service we aim to deliver, particularly for a long-standing customer.

We’re stepping in to take full ownership of this and ensure your fault is properly prioritised. Your connection needs to be fully assessed and restored, with clear feedback on what caused the outage and what’s being done to prevent a repeat.

To help stabilise things while this is being addressed, a quick check you can try is restarting your router and confirming whether any status lights (LOS/red light) are showing, as this can indicate whether the issue is line-related or device-related. That said, given the duration of the outage, this does need direct intervention from the network team.

We want the opportunity to turn this around for you and restore your service properly, with the level of reliability you’ve come to expect over the years.

We’d value the opportunity to resolve this for you. Please email customer-reviews@mweb.com
with the review information, a link or screenshot, and the registered email address on your Mweb account so we can verify your details securely. We do our best to respond promptly, with a general response time of up to 24 hours once the necessary information has been received.

Kind regards,
The Mweb Team

Respuesta de Mweb

2 abr 2026

Hi David

Waiting that long for support and then struggling with the website on top of it is incredibly frustrating, especially when you’re trying to get something resolved quickly. That experience falls short of the standard we aim to deliver.

When response times are delayed, or the site doesn’t behave as expected, it can often point to high demand or a session issue, but that should never leave you feeling stuck without a clear way forward. Let’s get this moving properly for you.

For the quickest path to resolution, here are a couple of steps that can help immediately:

Try accessing the site in an incognito/private browser or a different browser altogether, this often resolves loading or login issues
If you’re on WiFi, switch to mobile data briefly to rule out a connection-related access issue
If you already have a reference number or open query, keep it handy so we can pick things up without delay.

We’d value the opportunity to resolve this for you. Please email customer-reviews@mweb.com
with the review information, a link or screenshot, and the registered email address on your Mweb account so we can verify your details securely. We do our best to respond promptly, with a general response time of up to 24 hours once the necessary information has been received.

Kind regards,
The Mweb Team

Respuesta de Mweb

2 abr 2026

Hello Lynette. We never want our customers to feel unheard or frustrated. Your review feedback has been shared with the relevant customer journey teams to review your experience and make improvements where needed. We are dedicated to making things better for you and all our clients.

Kind regards,
The Mweb Team

Respuesta de Mweb

2 abr 2026

Hello Lusanda. We completely understand your frustration and recognize how disappointing this experience has been. This is not the level of service we strive to provide, especially for long-term customers who rely on us.

We would appreciate the opportunity to address any ongoing issues and restore your confidence in Mweb. If you could share the details of the challenges you’re experiencing, we will prioritize resolving them as quickly as possible. Kindly send an email to customer-reviews@mweb.com including the full review details, the link or image, and your registered Mweb email address. Please note that we can only respond once all required information is included. Our team aims to respond as quickly as possible, with a general turnaround time of up to 24 hours.

Kind regards,
The Mweb Team

Respuesta de Mweb

2 abr 2026

Morning Jerome.

Thank you for taking the time to share this; it really matters. What you’ve described is not the experience we aim to deliver, especially when you’ve made every effort to ensure your service is ready from day one. Being passed between teams, having calls dropped, and only discovering a cancellation after multiple follow-ups is understandably frustrating, and we take that seriously.

We have already escalated your activation to our Openserve activations team under ref#MWB34166713, and they are actively working with Openserve to get your service reinstated and live as quickly as possible. You can expect direct email updates as progress is made, so you are kept fully informed every step of the way.

We are also reviewing the account handling internally to understand exactly where the process broke down and to ensure this is corrected. Your experience highlights a gap we need to close, and we are addressing it with urgency.

We appreciate your patience while we work to get this resolved and restore your service. If there is anything further you would like us to check or prioritise for you in the meantime, please let us know.

Kind regards,
The Mweb Team

Respuesta de Mweb

2 abr 2026

Hello there. We never want our customers to feel unheard or frustrated. Your review feedback has been shared with the relevant customer journey teams to review your experience and make improvements where needed. We are dedicated to making things better for you and all our clients.


Kind regards,
The Mweb Team

Respuesta de Mweb

1 abr 2026

Hello Robert. Thank you for taking the time to share this experience with us. The delays in getting through to Retentions, along with the promotion not being applied as discussed, would understandably feel frustrating, especially after multiple follow-ups on your side.

We have arranged for our Retentions team to contact you as a priority to review your account, address the billing discrepancy, and ensure the agreed promotion is correctly applied. The team will also take the time to clarify everything with you and provide a clear way forward.

Your feedback highlights gaps in both turnaround times and communication, and this is being taken seriously. The expectation is a seamless, reliable experience, and we are committed to restoring that for you.

Please expect a call ASAP from the team.

Kind regards,
The Mweb Team

Respuesta de Mweb

31 mar 2026

Hi Emi, we completely understand your frustration, being without internet for over a week and not getting the support you need is unacceptable. We want to make sure your issue is addressed properly.

To assist you securely and efficiently, please email customer-reviews@mweb.com
with the following details:

A brief description of the issue you’re experiencing
Any error messages or symptoms you’ve noticed
Your registered Mweb email address linked to your account

Once we have these details, we’ll be able to investigate your case thoroughly and provide the appropriate next steps. Our team aims to respond as quickly as possible, typically within 24 hours of receiving the required information.

Kind regards,
The Mweb Team

Respuesta de Mweb

30 mar 2026

Hello Reinhard. Thank you for reaching out. You can easily downgrade or change your Mweb package directly using the Mweb App. We’ve prepared step-by-step guidance to help you manage your products, which you can access here: https://bit.ly/4nLl8Jy

Please note that while our customer care team is available by phone, wait times can range between 1 and 3 hours due to high call volumes. For quicker and fully self-managed updates, the App is the fastest and most effective method via Live Chat.

We appreciate your understanding and are confident that using the App will allow you to adjust your package smoothly without the delays experienced through the website or call centre.

Kind regards,
The Mweb Team