Mweb Opiniones 525

This is not the MWEB of old, these people are scammers debiting accounts for services not provided. Thankfully the banks are aware of this and will reverse the debit orders on request. If you are reading this consider yourself warned.

To whom it may concern,

I am writing to formally escalate my complaint regarding the completely unacceptable service I have received from MWEB’s technical and sales teams.

Since yesterday, I have spent over two hours on the phone attempting to get assistance with my issue. During this time I have been transferred repeatedly between agents, with no one taking ownership or providing any meaningful help. Several calls have also been abruptly disconnected after transfers, forcing me to start the process again from the beginning.

This level of inefficiency, lack of accountability, and poor customer service is extremely frustrating and frankly unacceptable for a company that expects customers to pay for its services.

At this point, I no longer have the patience or energy to continue calling your support lines only to be transferred endlessly without resolution. The experience has been exhausting and a complete waste of my time.

If this matter is not resolved urgently, I will have no choice but to cancel all my services with MWEB and escalate this complaint further. This will include lodging a formal complaint with the relevant telecommunications regulatory authorities and sharing my experience through the appropriate consumer channels.

I expect this matter to be escalated internally and for a competent representative to contact me urgently with a proper resolution.

We are not receiving emails - i held on for over 3 and a half hours last week only to be cut off as the operator answered the call at 4pm. There needs to be a quicker solution to reporting technical faults. Must be the worst service i have ever experienced. A year or so ago they were so helpful and answered very quickly and resolved the issue - NOT NOW - EXTREMELY UNHAPPY CLIENT

This company gets a gold medal in being deliberately unkind, unpleasant, cruel, and provide the most pathetic customer service ever. I will say 5 days 8 hors using my phone to call them and their chat and whattsapp nothing get answered. The person or persons responsible for this type of hideously bad service are just cruel to the core. Shameless.

After waiting 80min minutes for my call to be answered, I got about 10 words in and my call was cut, because it was 5pm. No callback nothing. I have been with them from 1996. Just do the maths 30 years and I have see this company going worse with time. My complaint was regarding massive amount of spam, I'm getting and this is all to do with one of the worst, email interfaces on the market. I have over the time always regarded them high and recommended them to so many people, but it's time to face the fact that I need to find a new ISP.

What happened to you MWEB??? I have been with this ISP for 10 years or more. No problems... but this all changed. Poorest of service, waiting in line forever for someone to pick up a phone, no-one can be contacted personally, where is the call centre? Unfriendly staff, it is a total MESS! I am ditching you like a tumor needs ditching. FAFO - whoever is in charge of you now should be replaced.

Subject: Formal Escalation: Ongoing Service Failures, Billing Errors and Unacceptable Customer Experience

Dear MWEB Management,

I am writing to formally escalate a serious complaint regarding the unacceptable level of service I have experienced since switching to MWEB in December 2025. My experience across sales, technical support, billing, and customer service has been extremely disappointing and has caused significant inconvenience and financial frustration.

When I first contacted MWEB in early December 2025 to move my services for 2026, the sales process was extremely quick and filled with promises about efficiency and support. However, immediately after the sale was concluded, the reality was very different.

The technical team arrived to complete the installation but completely ignored my request to move the router position. Instead, they left the setup exactly as it was, which resulted in me being without internet for five days, despite the fact that my December services had already been paid for.

When I raised the issue with the sales consultant, the response I received was shocking and completely unprofessional. I was told that if I was unhappy, I could simply cancel and that it was “not a big deal.”

The retention department later contacted me and convinced me to stay by offering one complimentary month of service as compensation for the inconvenience.

Unfortunately, the problems did not stop there.

When I later applied for a third internet line for a property in another province, the experience was again extremely poor. The technical team arrived six hours late, and the quality of the installation workmanship was completely unacceptable. I took photographs and emailed them to Vuma to highlight the poor work done. Two months later, I have still received absolutely no response or acknowledgement.

The situation escalated further when my service was suddenly disconnected, and I was informed there was an early termination fee of approximately R5,000 on my account. I had to explain the situation repeatedly to multiple agents, none of whom appeared to understand the issue or take ownership of resolving it. The lack of internal communication between departments was extremely evident.

On top of this:

The MWEB mobile app displays incorrect billing information and is effectively useless for resolving issues.

Customers are forced to wait up to two hours on the phone to speak to a representative.

I was even required to pay reconnection fees for a disconnection that was not caused by me.

More recently, the server theft in the Ferndale area left me without internet for four days. When I contacted accounts regarding a credit for the downtime, I was advised to contact support to have the credit applied.

Instead of receiving a credit, R4,100 was debited from my account, which is completely unacceptable. I was then advised by the accounts department to reverse the payment myself, as it would take MWEB too long to process the correction.

This entire experience has left me extremely frustrated and regretful that I chose to switch service providers. Unfortunately, I now feel trapped in a contract, as cancelling would result in further financial penalties, despite the repeated service failures and billing errors on MWEB’s side.

At this point, I expect the following:

1. A full investigation into my account and billing history

2. Immediate correction of all incorrect charges

3. Credits for service downtime and billing errors

4. Written confirmation that my account has been corrected

5. Assurance that the technical installation issues I previously reported will be addressed

I also strongly recommend that MWEB urgently address the following internal issues:

Staff training and accountability across departments

Improved empathy and communication with customers

Transparent and accurate billing systems

A functional and reliable customer service app

If this matter is not resolved urgently, I will have no choice but to escalate the complaint to the relevant regulatory authorities and consumer protection bodies.

I look forward to a prompt and meaningful resolution.

Kind regards,
Malni Mahomed

There service has literally become zero, no customer service, technical is unreachable, phoned today and was No. 1 for over an hour. Their app is absolutely useless. Their WhatsApp is just as useless. You can't log a fault. What does a frigging bot know. I'm absolutely disgusted, especially after being a client for 10+ years. Time to dump MWEB!!!

If I could give zero stars I would.
I cancelled this product over the phone in January and paid the cancellation fee after wating an hour on hold. Two days afterward I called again (waited another hour) to confirm the cancellation. I even asked if there is anything else to do and they said "no, it's all sorted". I then still had to pay for February however after phoning they said they will reverse the payment (they didn't) and then again saw mweb wanting to bill me for March. I again called and this time waited 2hours just for some person to say the cancellation didn't go through and then immediately hung up?...
I won't be recommending mweb to anyone, and I will be leaving horrible reviews everywhere I can.
It's no secret you make your cancellation service so useless so people take longer to cancel and thus having to pay you more.

Get your shit together- you make the ANC look functional

If it was possible to give them 0 stars I would , their service is terrible, phone calls take more than 2 hours to be answered I’m honestly sick of this company

Wow. They should not even attempt to evaluate service provider.its not about the customer but m web itself where the overcharge you pathetic customer service unreachable in any form of communication.it could cost you a fortune to contact them & when you do its dumbness on the other side & your issues are not resolved. Worst company I ever engaged with in my life. If you want frustration,to be ripped off taken for a ride I suggest m web anyway. Not even half star rating.

I regret not reading the reviews on Hello Peter and Trustpilot before I agreed to use Mweb. ! My advice to anyone considering using them is DONT! All the negative reviews posted previously are spot on.

Since Mweb has done some big changes, my emails do not come into my Outlook inbox. Frustrating and inefficient service lately. We need emails to work for effective business. Come on Mweb - fix it !

They don't have any service whatsoever, it's actually a joke, you don't get any assistance at all, their automated customer service is Ridiculous pathetic. you will hold until Jesus comes trying to solve your issues is a waste of time. I have been trying to cancel their Wi-Fi since Dec 2025 to date I'm still kept on hold, i try every day to no avail.

How does one communicate with MWeb? There's no email for customer care and no agent to take your call.

On the call you can wait for up to an hour if you don't eventually hang up. Live Chat, you'll forever wait for OTP..

Worst service ever. Can not find our account. We send through all documentation to stop the internet as my father passed. We send more updates yet they continue to deduct money. We stopped the debit order but somehow they still steal money.

The worst in South Africa. Their call centre people will make you wait for 2 hours straight and be laughing in the background. I have been calling them for the past 3 months trying to get internet connection. They never resolved my issue, instead they would be very rude and hang up on me.

I wouldn’t recommend them to anyone. Worst of all, they don’t have any offices you can visit to get help.

I have been with MWEB for over five years and have never missed or been late with a single payment. I am on a month-to-month contract and have been trying for the past two weeks to submit my required calendar month notice to cancel my fibre subscription.

Despite calling the contact centre repeatedly, I am constantly told that someone from the cancellations department will contact me, yet no one ever does. I am currently on a call and have been holding for over 30 minutes, only to likely be told the same thing again. At one point, I was caller number two for over 26 minutes without any progress.

The level of service is extremely disappointing. As a long-standing, loyal customer, I expected far better treatment. Despite my consistent efforts, my cancellation notice has still not been processed. At this point, I feel I have no choice but to reverse my February debit order just to get attention and resolution.

Most pathetic service you can get.I have been experiencing continuous connectivity problems however, there's no outages in my area...Since Monday, I called their landline, with no luck , I've been caller nr 3 for more than an hour, engaged in several live chats with different agents, to request a technician, emailed the complains department with absolutely no feedback.They simply have a lack of care for their customers. I would not recommend them to anyone. It has now been four days without receiving any assistance.

I went for the special they advertised R399 for 3 months and afterwards it will be R439. Based on these prices decided to go with mweb. Got call from them to tell me when first payment is due AND JUST BY THE WAY price is going up, I will not benifit from special. It will start on R439 and the after 3 months R539. Operator was quite irritaded when I didnt understood why I suddenly have to pay so much. Truly sorry I went for mweb. When you advertise you should honour it. And I suppose its going to be a future problem to cancel. Really sorry I didn't read reviews before I decided to use them