MWEB Africa Reviews

old modem

I have had the same modem for 25 years and do believe that I should receive an updated model - living in a small town each time my service is down the first one to blame is always TELKOM a newer modem my improve my experrience

I am unable to accurately rate Mweb's service due to them actually probably not existing! We have been trying to cancel an unused service for the past 2 months and cannot get any response to a phone call and zero response to e-mails. Totally unacceptable service! Maybe you will respond to this message?

If you have another option to go with, do it! MWEB will gladly take your money and not provide service. I've been trying to get my line activated for three weeks and still haven't been given any indication when this process will even start.

A bunch of crooks to be avoided at all cost. DON'T sign a debit order with these crooks - it is almost impossible to stop them taking money off your account. At present they are stealing millions of Rands from people every month by debit order without delivering a service.

MWEB has great service and good discounts on their products and deals. Never been happier!

Dessatrous experience. Only good when signing for a new contract. When willing to move domain they make close to impossible and every day have new requests that are close to unreasonable. Arrogant and unhelpful people on a line called Customer Care.

It is absolutely impossible to deal with MWeb. Emails are sent with a do not reply to this email message. I have been waiting for an inspection of my premises in Newlands for a view on whether there is adequate wireless connectivity: I have been informed that 43 Dean Street is located in a 'dead zone' for wireless. Therefore my query about VOIP suitability remains unanswered. Following this query and request I was sent a VOIP phone for which service I am being billed monthly, in my view this is fraudulent billing for a service that has not even been initiated. If someone at MWeb views this, a call to the number/s shown on my Google listing would be appreciated. If you are a member of the public, be aware that the company's claims to impeccable service are debatable.

Friendly and efficient service. Had company while I waited.

Internet is poor and service is shocking (call centre has 30 min waiting)

Call center is useless and 100mbit line only gives you not even half the speed. MWeb is also not very concerned about it! No calls back, 30 min on hold, treating customers badly. It s actually like a Circus! Will move asap!!!

They are only good until you need them. Contact center doesn't answer, I even tried calling as a 'new' customer. Having problems with your line, don't bother, it's not like they can do anything about it. I honestly only use them because they are cheaper, not because they're any good.

Poor customer service and poor throughput. Regular network issues. An ISP to be avoided

I feel so good with internet , but customer service is so bad , nobody knows what to do no one can help me , couldnt even give me my user name and password to activate my router .

I don't even have my fiber installed yet and already I cancelled my application. In the time it took me to reach someone at Mweb for assistance I had already chatted to Axxess getting all the answers I need and ordered fiber to be installed! Absolutely Pathetic service by Mweb

What to expect from MWEB!!!

Empty promises -
About 4 or 5 weeks ago I called mweb to upgrade to fiber and all was good, "you can expect your product to be delivered within 2 weeks" they said. On the 3rd or 4th week, I called to find out where my product was and I was told that I didn't qualify for it???? No explanation why anything changed after I was told that I was approved (All calls recorded for whatever reason rite!)
So I posted on there FB page and the image attached was the reply. That was Tuesday, No its Friday and still no contact. Fantastic service there mweb, I hope I can inform as many people as possible about how great your service is (NOT)

So all this tells me is that MWEB does not want me to go fiber as this product will be cheaper for me and cost them more on the free router and installation as was promised originally. THIS IS FACT as I was told "you can still get fiber but you have to pay for installation and router" and this was only said after my original verbal contract was not kept and I called to find out why. That is just unbelievable and makes no sense.

But unfortunately this was not an isolated incident, let me explain.

Line dropping, having to call them multiple times a week to reset my line and obviously sitting on the phone for hours with them being transfered from department to department just to have the call dropped and then have to start all over again. Waisting countless hours and halting work as per usual.

But my all time favorite (but not limited to) was when I upgraded to a 20meg line and got on a good day 11mps, on a bad day 0.01mps and on average 6 or 7. Nowhere near 20mps. Then when you call its "we will re-sync your line and it should be fine (for a few hours if lucky). 3 months later and countless hours waisted on your incompetence it turns out that the most I could run in my area is 15mps. Again, no one said anything and just charged me for 20mps. Then obviously I complain and want to leave and now suddenly the retention department just want to be super helpful, so I downgrade to 10mps(getting average of 6mps) and as expected, no refund for the months paying for a product that never existed. Again, excellent standards MWEB (NOT)

So these are just my favorite moments with this wonderfully useless service provider.

I hope that whoever this reaches will support a company that can actually deliver and are proud to do so. We have way to many thieving companies that just take and never take responsibility. Lets support the companies that will raise the standards of their competitors.

Pathetic service should not be tolerated.

Took 4 months and 15 phone calls to get five installed after we already paid.. once it was escalated though, the staff member who helped me, Jawaad, was extremely helpful and super apologetic because of the delay and made a special effort to get everything up and running.

Waited for over an hour to get attended to and for the 1st 45 minutes I was the only customer there!

Failed to cancel my contract with them because of poor service they have. Now what they do they billing up the money and they do not answer my calls.

Corporate and regional office for MWEB.
The staff were incredibly friendly and efficient

Content with the exceptional service and very fast installation and activation!!!!

Not bad, but not excellent. I'm still waiting for a resolution to the matter I went to query. But other matters have been resolved reasonably in the past.

Someone from this place has tried to hack my Facebook account at 12:35am

Great ISP. Quality tech support with useful and intelligent advice

Cancelled my subscription with Mweb after 5 years plus.I have not had a stable internet connection for over 5 days.The last two days I have no internet connection at all. Their call centre staff are not solution orientated.They don't seem willing to assist.Its robotic and scripted service with no solution. There are a few old skool service orientated staff still employed but they are far and few between.Their Fibre sales agent was more interested in making a sale than offering information.Since when does a client have to ask you questions around your product but they quick to send an email with their details so that they can get a sale/ subscriber.
I was happy with the service but I think they missing the client centric touch they had in the past.

The internet works once it is connected, BUT if you are looking for a company that gives good customer service, forget it .

their website is shocking for an IT company. Once you are a customer there is no way of looking at upgrade packages on the website !!!

Infact pathetic website, cannot even find an email address to contact them with.

Very slow in answering calls and they never return your request for a call back

2 weeks after taking up the R399 special I received an email informing me of an increase from January 2021. What false advertising and a disgrace! When the time is right and I ve looked around at other SP I will be cancelling.

Useless we pay for a 10 mg line and only average 4-5 mg . After numerous calls no one can help us

If your (mweb) mailbox gets targeted by spammers they will block you. Which is fair but after a password change it will be just like root canal surgery to get your address unblocked again. Don't seem to put priority on business clients.

mweb tech support is the worst I have experienced. I have been with cybersmart and rsa web. I guess I will have to afrihost

It has been three weeks since ordering fibre with no indication of an installation date or a call to schedule an installation date and both the isp an the fibre infrastructure-(frogfoot) says to call the other one.
Very very poor service.

1. trying to become a new client, is really really difficult, in this market, you must be booming if you dont want new clients.
2. i have tried to call and waited numerous times, i have left my number for you to contact me on, am still waiting.
3. Vodacom through social media called me back within 90 minutes.....
4. am i still expected to wait forever to have the system set up .......

I thought to call them even with all the negative comments here. After holding on for longer than 20 minutes to talk to a sales consultant, I also tried to leave my number so they can call me. But the phone went dead in my ear before I could give my name and number. What an absolute sad situation. Well they not going to get my business, not now not ever. RIP MWEB - RIP

Terrible, No fibre connection for 8 days and they don't really help. They not interested until they want you money.

I have had the phone go dead on me after trying to talk to mweb on 3 occasions. I have had nobody phone back or apologize. I have waited online for up to 20 minutes for service before this happens. Since I have been with mweb for over 30 years I am very annoyed and sad to feel like I have to leave and look for a better service provider. Very very disappointing.

Can not get hold to speak to MWeb last week been calling daily but give up after 20min with no answer , wonder if they exist

3 months waiting for connecting router phoned many times and promised will send somebody still waiting.

After a hour on the line speaking to 4 different departments,someone finally came clean and said there's a issue with buying fiber vouchers. Every month there's a issue. Called afrihost and didn't even wait a minute to speak to someone as opposed to average 20 mins with mweb. Via Twitter they took chances by telling me I must wait a calendar month for cancellation. But it's a pay as I go voucher system. Utter rubbish service provider.stay clear

Do not know why I am paying for internet that is a problem most of the time.

The customer service associates provide absolutely no resolution and have no way of speaking. Made such a bad choice choosing them as my provider.

Been without fibre for almost two months ever since they switched to Vuma .....nobody can help me with anything....still waiting for my line to be cancelled....very dissatisfied.... communication is very horrible

The worst place to go. I swear every single person working in this building dropped out of primary school and got employed here straight away, as not a single person I spoke to had any idea about anything to do with internet.

Everything works well enough, but when you have a problem they make it extremely difficult to reach them. I can't login to the website. When I phone the number for billing on their invoice, they ask for my ID and send a pin to my cell phone, which I never receive. They then put me on hold forever (longest I waited was 32 minutes before I gave up) while telling me to use their website - the one I can't login to. The switchboard number on their website contact us section doesn't work, and I can't find an email address to use either. I even tried calling sales, which asks if I want to leave a number... But the machine only seems to be able to take 9 digits (phone numbers are 10).

I was just so angry at life in general today, internet issues and the state of our world in general. I was on the edge for a moment, that was until I called Mweb and spoke to Ilhaam Johaar - A cloud of light so dazzling it almost blinded me enveloped my body, I was 50KG's lighter, a newborn baby and I can never look back now. Customer Service on this level is unprecedented and I'll be writing in her name on the ballot come the next national elections!!

Looking for a service provider, but i have phoned 4 times and left 3 messages. Just to sign up. Im not even a customer yet and there is no service? Is it worth it?

I have fibre WiFi with the isp and I keep having connection issues. Calling them I send hundreds of rands and then not getting help. When a call cuts they don't call back. The people you speak to lack empathy and the worst part is I got this wifi to work and I can't. I am really having a terrible experience with MWEb

The music is very loud during the tech support waiting period

MWEB, you guys have a major, costly Problem. Your Customer Service agents are severely under trained. And when they do follow up with you they don't apologize or admit their mistakes, claiming other agents may be at fault. They also require training on phone etiquette, in this case i was told i was being transferred to a manager and the Agent just hung up. What? This does not make me want to recommend you guys to others at all

called mweb 3 times today and left my number three times for a call back
have not received any call back.
i will not be going ahead with fibre installation as your service sucks.
please accept this as confirmation of cancellation.
if you had an e-mail address on your website i would have sent an e-mail.

Amazing service!! Only waited a week for my router to arrive. Fibre was working and activated the same day.

I have been I client for over a year. The sign up was a great experience. I have now moved one road away and have been trying to transfer my subscription to the new address. I have been on the line for over 4 hours with almost every time the line going dead. If I do speak to someone then they transfer me to another department which then goes dead. This is the most irritating thing I have ever done for the past two weeks. Absolutely shocking. Someone eventually called me, they then transferred me to another department and then another department for the line to go dead. Can the moving department call me they have everything as requested. USELESS

Pathetic customer service. Currently waiting in their reception area for over an hour to resolve an issue. Except for reception, no one comes to assist yet staff are roaming around. Live chat on their website is off-line. Perfect reflection of their service levels. Wish I could give negative rating

Absolutely terrible service. Been trying to get connected for 2 weeks now, with i don't know how many phone calls. Useless staff is blaming everyone else for their mistakes (fibre provider, previous isp,...). Been on the phone 30 minutes just now before i got fed up and hung up. They never call back or keep you up to date with your order. Should have never changed to them.

The worst ever I'm still trying to cancel with them but it's like no one works at there service department cause you never get a reply if I could rate you minus 5 starts I would gladly do that you should close mweb

Great employers and great ISP that strives to meet the sometimes economically unreasonable demands of customers

Friendly Reception. Handles requests really well
Best customer service out of every isp

MWEB you are a disappointment. Pre-lockdown: MWEB sends wrong sim with courier; delays fixing mistake; leaves us stranded working from home with poor connection during lockdown. Their suggested solution: 'Borrow a neighbour's router.' Wow. Embarrassing.

I had the worst encounter with the technical team.., internet is down for the past 12 hours, all I need is restoration of service. The technical guy says he can't restore service because he needs to verify the owner details, I told him I have the verification details he says no, I need to talk to the owner (account owner has moved out, we are in flat sharing). Imagine not having to watch dstv because your dad (the account owner is out of the country with work). I am canceling right away.

While there internet access is not bad they have no way of contacting them via their website. You have to call them via a standard land line. How can an ISP not provide even a contact form on their website. PATHETIC.

SICK SICK ISP - STAY FAAAR FAAR WAY. UNRELIABLE, NO REPONSE, CHANGES TERMS LIKE THE WIND, MOST INCOMPETENT STAFF I HAVE EVER CAME ACCROSS IN MY 25 YEARS IN INFORMATION TECHNOLOGY. MWEB - -------YOU WILL NOT SURVIVE

After ordering an installation on 29 June 2020 with a note that it will take "UP to seven days" for Vumatel to install I followed up 10 days later to receive a message saying it will take 14 days. On 13 July 2020 the Vuma team arrived and installed the OMT with a giggle that they broke the fibre and we will be running on the spare. Wow - I have never seen someone trying to clean an optic fibre by blowing onto the end. Obviously the technician has no idea of the diameter of an optic fibre and the diameter of a micro saliva droplet. The installation was completed and the technician showed three lights indicating that everything was working. Today 23 July 2020 I attempted to follow up on the process. Logged onto my account and the status shows "Order submitted". I called every available number and all of them had exactly the same voice recording. The only place where I was able to talk to someone was for technical assistance - I was number 22 in line and waited for 20 minutes before I hung up. This is 24 days down the line - I chose the service provider because of the 7 day note when you purchase. Now I can't send an email, can't talk to them and can't get any service or response. I would recommend that you seriously reconsider before you consider doing business with MWEB.

I ordered my uncapped Fibre on 12/3/2020 I made my payment on that day as well. Called in to ask about it however call got cut off, I also left a contact number as prompted but was never contacted, was hoping to get this done before the lock down as you guys promised within 7-14 days which ended before the lock down started, extremely disappointed with the service

Phoning MWEB is a nightmare. If you do get through, it is impossible to get to the correct support person to make changes to products with MWEB. They advertise that MWEB VOIP calls to other MWEB VOIP numbers are free, but if you phone MWEB with MWEB VOIP, they make you pay for it (uses your minutes). MWEB does not have any email contact details. The options to make changes to your services if you sign in to your account only covers basic items. MWEB customer interface is pathetic.

Good when you don't need any assistance. When there is an issue, nobody seems to know what to do. Every consultant tells you something else. After a month and a lot of money, my issue is still not resolved. They advertise as "they deal with Telkom", but THEY NEVER DO!

Very painful process to get any customer service. Online query system is a waste of time too.... However, once you do get a person on the line, the staff are very helpful. Thank you Jody for all your assistance, much appreciated.

DISGUSTING! MY CALL GETS DROPPED EVERY SINGLE TIME!

I have tried countless times to cancel my account. it is truly pathetic that there is no contact email available for an ISP provider. I am literally trying to reach them now on this platform. Have phone countless times, no one can help or just get transferred and cut off.
Please can someone just help me cancel this account