CjLiebenberg1985
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- Oct 17, 2026
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I’m sharing this for South Africans researching OpenWeb’s MTN Mobile service. We signed up for the MTN Mobile Uncapped 2Mbps SIM-only package at R387 per month. As of 17 October 2026, the SIM had not been delivered. We never inserted it into a router or used the internet service. We repeatedly followed up and confirmed the delivery address.
By 12 October, we had paid for the month but still had nothing, so we asked OpenWeb to resolve the delivery problem or refund us. On 12 October, OpenWeb said the debit-order mandate had been submitted and that we needed to approve a DebiCheck request in our banking app. We repeatedly checked, but no request appeared.
On 15 October, we sent a formal complaint and cancellation notice asking OpenWeb to cancel the service and SIM order, stop future debit instructions, make no further charges, and refund the R387. OpenWeb referred us to its one-calendar-month cancellation policy without confirming the refund.
On 16 October, OpenWeb confirmed receipt of the R387 and said it was “just waiting on the completion of your debit order mandate.” On 17 October, after our cancellation request, OpenWeb said our account was already activated, would close at the end of November, and the SIM was being sent. We want OpenWeb to explain how it could say mandate completion was still outstanding and then say the account was active and the SIM was being sent after cancellation.
There is also a conflict between OpenWeb’s published documents. Its Terms of Service (https://openweb.co.za/terms-conditions/) say SIM delivery may take 7–10 working days and describe a pro-rata refund for each day after the tenth working day. The separate Refund Policy (https://openweb.co.za/returns) says refunds are not provided for non-use, delayed first use, or monthly services. The Terms define LTE “logging on” as inserting the SIM into a router, which never happened in our case. We are asking OpenWeb to explain how these provisions fit together and how they apply here.
After this experience, we looked at recent public reviews and found other individual reports about response delays, SIM or service problems, and cancellation, refund, or billing difficulties. They do not establish that every customer has the same experience. For forum context, see the April 2026 SIM/cancellation thread (https://mybroadband.co.za/forum/threads/beware-of-openweb-isp-pty-ltd.1337246/) and the separate January 2026 MTN data performance/support discussion (https://mybroadband.co.za/forum/threads/openweb-mtn-mobile-data-run.1332046/). The April thread appears to reproduce the same account as a Trustpilot review, so we are not treating it as a second independent complaint. Recent reviews can also be seen on HelloPeter (https://www.hellopeter.com/openweb) and Trustpilot (https://www.trustpilot.com/review/openweb.co.za).
We believe sections 54 and 48 of the Consumer Protection Act may be relevant and are considering referral to an appropriate consumer authority. We want OpenWeb to refund the R387, confirm cancellation and no further charges, explain the mandate and policy contradictions, and improve how missing-SIM cases are handled. This post is intended to help consumers make an informed decision and to seek a fair resolution. Based on our experience, we cannot recommend OpenWeb. We will update if the matter is fairly resolved and the refund is paid.
The Consumer Protection Act 68 of 2008 is available here: https://www.gov.za/sites/default/files/32186_467.pdf
By 12 October, we had paid for the month but still had nothing, so we asked OpenWeb to resolve the delivery problem or refund us. On 12 October, OpenWeb said the debit-order mandate had been submitted and that we needed to approve a DebiCheck request in our banking app. We repeatedly checked, but no request appeared.
On 15 October, we sent a formal complaint and cancellation notice asking OpenWeb to cancel the service and SIM order, stop future debit instructions, make no further charges, and refund the R387. OpenWeb referred us to its one-calendar-month cancellation policy without confirming the refund.
On 16 October, OpenWeb confirmed receipt of the R387 and said it was “just waiting on the completion of your debit order mandate.” On 17 October, after our cancellation request, OpenWeb said our account was already activated, would close at the end of November, and the SIM was being sent. We want OpenWeb to explain how it could say mandate completion was still outstanding and then say the account was active and the SIM was being sent after cancellation.
There is also a conflict between OpenWeb’s published documents. Its Terms of Service (https://openweb.co.za/terms-conditions/) say SIM delivery may take 7–10 working days and describe a pro-rata refund for each day after the tenth working day. The separate Refund Policy (https://openweb.co.za/returns) says refunds are not provided for non-use, delayed first use, or monthly services. The Terms define LTE “logging on” as inserting the SIM into a router, which never happened in our case. We are asking OpenWeb to explain how these provisions fit together and how they apply here.
After this experience, we looked at recent public reviews and found other individual reports about response delays, SIM or service problems, and cancellation, refund, or billing difficulties. They do not establish that every customer has the same experience. For forum context, see the April 2026 SIM/cancellation thread (https://mybroadband.co.za/forum/threads/beware-of-openweb-isp-pty-ltd.1337246/) and the separate January 2026 MTN data performance/support discussion (https://mybroadband.co.za/forum/threads/openweb-mtn-mobile-data-run.1332046/). The April thread appears to reproduce the same account as a Trustpilot review, so we are not treating it as a second independent complaint. Recent reviews can also be seen on HelloPeter (https://www.hellopeter.com/openweb) and Trustpilot (https://www.trustpilot.com/review/openweb.co.za).
We believe sections 54 and 48 of the Consumer Protection Act may be relevant and are considering referral to an appropriate consumer authority. We want OpenWeb to refund the R387, confirm cancellation and no further charges, explain the mandate and policy contradictions, and improve how missing-SIM cases are handled. This post is intended to help consumers make an informed decision and to seek a fair resolution. Based on our experience, we cannot recommend OpenWeb. We will update if the matter is fairly resolved and the refund is paid.
The Consumer Protection Act 68 of 2008 is available here: https://www.gov.za/sites/default/files/32186_467.pdf
