Webafrica and Mweb focusing on customer experience in 2026

Jan

Jan

Who's the Boss?
Staff member
Joined
May 24, 2010
Messages
14,789
Reaction score
13,438
Location
The Rabbit Hole
Webafrica and Mweb say customer experience is their number one priority for 2026

Mweb and Webafrica have seen significant increases in customer satisfaction scores in MyBroadband Insights‘ latest research report, following major investments in their products and support.

“That’s great to hear, it shows that our efforts are not in vain,” Webafrica and Mweb chief commercial officer Greg Wright said in response to the latest customer satisfaction data.
 
Since January this year, every single email I sent to a customer or friend with an MWEB, ICON, WORLDONLINE, IAFRICA email address is rejected with the answer SPAM

My own attorney has an MWEB address which he has had for 14 years and I am unable to send him anything

Enquiring with MWEB, they ask for the email addresses that I have problems with

There are 14 addresses. I send them a list, or read some of them out. Nothing happens. They cannot explain the problem and are disinterested

My attorney used to receive 20-30 emails a day. Now he gets 4 or 5. He is also not making any progress with MWEB. They just brush him off

He offered to visit them. They do not have an office in Cape Town and declined to provide a Jhb address

Who is responsible for this pitiful service?
 
Jan said:
Webafrica and Mweb say customer experience is their number one priority for 2026

Mweb and Webafrica have seen significant increases in customer satisfaction scores in MyBroadband Insights‘ latest research report, following major investments in their products and support.

“That’s great to hear, it shows that our efforts are not in vain,” Webafrica and Mweb chief commercial officer Greg Wright said in response to the latest customer satisfaction data.
Click to expand...

I guess the directors and higher ups at these companies never bother reading these forums to get a true reflection of what actually happens at ground level.
 
Really? A ****ing speedtest is used to measure customer experience. The fact that most speed tests are done on WiFi should already invalidate this as any form of reliable data
 
Syphonx said:
Really? A ****ing speedtest is used to measure customer experience. The fact that most speed tests are done on WiFi should already invalidate this as any form of reliable data
Click to expand...
You would be loads of fun if someone invited you to a party wouldn't you.
 
Jan said:
Webafrica and Mweb say customer experience is their number one priority for 2026

Mweb and Webafrica have seen significant increases in customer satisfaction scores in MyBroadband Insights‘ latest research report, following major investments in their products and support.

“That’s great to hear, it shows that our efforts are not in vain,” Webafrica and Mweb chief commercial officer Greg Wright said in response to the latest customer satisfaction data.
Click to expand...
Mweb did not contact me. Lets just say, their customer experience is a chatbot loop. So they probably getting rated by their chatbots.
 
The fact of the matter is that polls on X are more reliable. With X you need a verified email that is not disposable to participate in a poll. With the speed test from MBB you dont need an account to "rate". Its an open poll which even bots can use. And why wont ISPs - the owners of IP addresses - send bots who make use of those IP addresses to make themselves look good?

This is not a reflection of the reality. There have been a few such articles lately on MBB. That reads more like paid placements.
 
My lawyer friend eventually spoke to a lady at MWEB. She said his the first report of any complaint. He referred to 18 separate calls made since January. No she said, you never told us anything, are you making this up?

He asked for her name and to speak to a supervisor. She ended the call

I gave him the name of directors mentioned in the article. He soon found the address and telephone number and called one gent at 5:30 yesterday morning and gave it stick. This fellow promised to have someone call him during the day. No-one did. So he called again 2 hours ago and said they would be receiving a summons for fraudalent business practices
 
chrisc said:
Since January this year, every single email I sent to a customer or friend with an MWEB, ICON, WORLDONLINE, IAFRICA email address is rejected with the answer SPAM

My own attorney has an MWEB address which he has had for 14 years and I am unable to send him anything

Enquiring with MWEB, they ask for the email addresses that I have problems with

There are 14 addresses. I send them a list, or read some of them out. Nothing happens. They cannot explain the problem and are disinterested

My attorney used to receive 20-30 emails a day. Now he gets 4 or 5. He is also not making any progress with MWEB. They just brush him off

He offered to visit them. They do not have an office in Cape Town and declined to provide a Jhb address

Who is responsible for this pitiful service?
Click to expand...
Good morning @chrisc

Thank you for taking the time to share this, we acknowledge how disruptive this has become, especially when it is affecting important communication like with your attorney. That’s really not the experience we want associated with Mweb services at all.

From what you’ve described, this seems to point to a possible filtering or authentication issue rather than a simple mailbox problem. When emails to multiple Mweb-hosted domains (mweb, iafrica, worldonline, icon) are being rejected as spam, it’s generally linked to one or more of the following:
  • Sender reputation or IP flagging – If the sending mail server has been flagged externally, Mweb’s inbound filters may reject or quarantine messages.
  • SPF, DKIM or DMARC misalignment – If your sending domain is not correctly authenticated, emails can be treated as suspicious and blocked.
  • Content or attachment triggers – Certain formats, links or attachments can trip spam filters even if the email is legitimate.
  • Recipient-side filtering rules – In many cases, strict mailbox-level filtering or outdated rules can prevent delivery.
A few practical steps you can try straight away:
• Send a test email as plain text with no links or attachments to see if it delivers.
• Ask your IT provider or email host to confirm SPF, DKIM and DMARC are correctly configured
Ask them specifically to:
- Verify SPF includes all sending servers and does not exceed lookup limits
- Ensure DKIM is enabled and signing correctly
- Confirm DMARC policy is set and aligned with SPF/DKIM
• Request the bounce-back header/message ID from failed emails, this helps us trace exactly where the rejection is happening.
• Ask the recipient to check spam/junk folders and whitelist your sending address/domain

That said, this absolutely needs a proper investigation from our side so we can further isolate the root cause and resolve it fully. Please DM us your registered Mweb email address, along with a few of the affected recipient addresses and, if possible, a recent bounce-back message. We’ll take ownership of this and work with our mail team to get you clear answers and a fix.

You can reach us directly on MyBroadband via our official handle: @Mweb Support. We’re here and ready to help.


To @everyone else in the thread, who may be experiencing similar issues or has any concerns around service, connectivity or support, you’re welcome to reach out to us via DM on @Mweb Support. We’re truly committed to working through each case properly and making sure you get all the assistance you need.

Appreciate you raising this, let’s get it sorted. We look forward to assisting you.

Kind regards,
Mweb Support
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X