Mweb responds to customer service complaints

Jan

Jan

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Mweb under fire

Mweb customers continue to report difficulty getting support from the Webafrica-owned ISP, weeks after a large-scale email migration caused widespread disruption earlier this year.

MyBroadband was recently contacted by a reader whose Mweb email had stopped working, leaving them unable to send or receive messages through their account.
 
I know of a polka email user who has problems too and MWeb fails them too. Why dont the people report these issues to ISPA?
 
Hey i started out with a Mweb dial up, because of those R49.99 modems that only worked with them.But the account was shared, so it worked out well. My last dial up account though was with another small ISP, I still miss them. RIP Richard.

Had telkom DSL as the only game in town, then moved to Axxess and then Afrihost, and still with them even though they no longer do DSL. Used to get 1G a month from them for free, kept a spare router with the login so i could swap it in for a day around 3rd of the month, then stopped when i went uncapped.
 
Please man. Webafrica are notoriously one of the kakkest ISP's to get any kind of support & service from. Go read literally any thread about them on here. They seem to have a corporate culture of not giving a ****. Only thing helping MWEB retain customers are legacy ballies with their @MWEB email addresses who don't know how to move forward in life with a new email address (I realise it's a big inconvenience).
 
WebAfrica is absolutely awful. Do not use them - ever.
Took me months to cancel (and it was absolutely worth it).
Use an ISP with humans on the end of a phone call - not a useless "chatbot" that seems to be on leave 99% of the time.
Stay awy from WebAfrica.
 
Well, AfriK@K isn't much better with its own support, yet they keep "winning" all these rewards.
 
lordnokon said:
Well, AfriK@K isn't much better with its own support, yet they keep "winning" all these rewards.
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Sure but at least they have reps on here who are incredibly helpful. AH support is also at least reachable regardless of their efficiency.
 
saor said:
Sure but at least they have reps on here who are incredibly helpful. AH support is also at least reachable regardless of their efficiency.
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Reachable - YES
Efficiency - HELL NO

I've tried reaching out to the "reps" privately no response for weeks now!
 
Hi everyone,

Thank you for your messages and for bringing your experiences to our attention. We completely understand how frustrating it can be when support doesn’t meet your expectations, and we truly appreciate your patience.

We want to let you know that Mweb is back online on MyBroadband and ready to assist directly via DM. To help us support you quickly, please include your registered email address and details of the issue when reaching out. You can either tag @Mweb Support in the thread or send us a direct message.

Our team is committed to resolving any queries, improving your experience, and ensuring your internet service works reliably. Your feedback is important to us, and it helps us make Mweb better for everyone.

We look forward to helping you and ensuring every interaction is smooth, seamless, efficient, and positive. Please reach out via DM for any assistance. We are here for you. R^
 
GhostShow said:
@Mweb Support, you are not back online, that is a blatant lie. You just deleted everyone's, that is still struggling email https://mybroadband.co.za/forum/threads/mweb-email-migration-has-critically-failed.1337098/
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@GhostShow

Hello there,

Thank you for reaching out. We get how important it is to have this resolved smoothly, and we’re here to assist.

Please share your registered email address along with your query details via direct message. Once received, our team will securely verify your profile and review the account in detail so we can provide the most accurate and effective assistance.

We'll do our best to get this matter addressed and resolved as quickly and efficiently as possible and will keep you updated along the way. We look forward to your DM.


Kind regards,
The Mweb Team
 
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Mweb Support said:
Hi everyone,

Thank you for your messages and for bringing your experiences to our attention. We completely understand how frustrating it can be when support doesn’t meet your expectations, and we truly appreciate your patience.

We want to let you know that Mweb is back online on MyBroadband and ready to assist directly via DM. To help us support you quickly, please include your registered email address and details of the issue when reaching out. You can either tag @Mweb Support in the thread or send us a direct message.

Our team is committed to resolving any queries, improving your experience, and ensuring your internet service works reliably. Your feedback is important to us, and it helps us make Mweb better for everyone.

We look forward to helping you and ensuring every interaction is smooth, seamless, efficient, and positive. Please reach out via DM for any assistance. We are here for you. R^
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Getting a rep on here is at least a step in the right direction.
 
dontcryforme said:
They posted 3 messages in 2 months. Emails are still shịṭ
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It takes a few months to build up the courage to post - these are murky waters.

MWEB and Webafrica have gone to absolute **** the last few years, hopefully they've got the balls to actually recognise their shortcomings and do something tangible about because up until now they've seemed perfectly happy to sit and do nothing while service levels drop.
 
Good afternoon,

If you’re open to it, we would really appreciate the opportunity to address your concerns and assist further.

Please feel free to send us a DM with your profile and query details. Our team will review your account thoroughly, investigate the matter, and work to assist you as quickly as possible.

Kind regards,
The Mweb Team
 
Mweb Support said:
@GhostShow

Hello there,

Thank you for reaching out. We get how important it is to have this resolved smoothly, and we’re here to assist.

Please share your registered email address along with your query details via direct message. Once received, our team will securely verify your profile and review the account in detail so we can provide the most accurate and effective assistance.

We'll do our best to get this matter addressed and resolved as quickly and efficiently as possible and will keep you updated along the way. We look forward to your DM.


Kind regards,
The Mweb Team
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Dear Mweb,

Sure you are welcome to have a look, but from what I understood from the contact center technical support, those emails are now GONE. Unable to be recovered since the server it was on, is no longer available. So besides the security and availability issues, how are you going to resolve emails that no longer exist due to the server no longer existing?
 
@GhostShow - Hello, and thank you for your follow-up, we see how concerning this situation is, especially when it involves historical emails that are important to you.

Based on the feedback you’ve received, if the data resided on a legacy or temporary migration server that has since been decommissioned, recovery is very likely not be possible. In those cases, restoration depends on whether any secondary backups or synced copies exist, such as local email clients, archived PST/OST files in your Outlook, or backups on other devices you may linked to the email address.

We'd like to provide a few suggestions that could help you strengthen the security and reliability of your current mailbox going forward. A few key recommendations:
  • Ensure your mailbox is configured using secure protocols, IMAP with SSL (port 993) and SMTP with TLS (port 587), to keep all communication encrypted
  • Update your password to a strong, unique one and avoid reusing it across services
  • Regularly back up your mailbox using an email client like Outlook to create local copies of important emails
  • Check your mailbox quota and look into upgrading it, if needed, to avoid delivery or storage issues
  • Review spam filter settings and rules to ensure legitimate emails are not being incorrectly filtered or duplicated
  • Keep your email client updated and confirm sync settings are optimised for timely delivery
Like you've mentioned, this does not replace the lost data, and we want to be transparent while still doing everything possible to support you. If you’re open to it, please continue the conversation with us via DM so we can investigate the remaining concerns on your account in detail and provide some additional tailored guidance.

Kind regards,
The Mweb Team
 
GhostShow said:
Dear Mweb,

Sure you are welcome to have a look, but from what I understood from the contact center technical support, those emails are now GONE. Unable to be recovered since the server it was on, is no longer available. So besides the security and availability issues, how are you going to resolve emails that no longer exist due to the server no longer existing?
Click to expand...
Thank you for your DM. Our team will respond with further assistance shortly.
 
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