Unacceptable Fibre Performance

[MotaungP]

I am paying R999 per month for an uncapped 100 Mbps / 100 Mbps package, making it even more egregious that I am absolutely not getting my money’s worth.
I work remotely and rely heavily on a stable, high-speed connection to perform my job. The current level of service is completely unacceptable.
On both 13 October and 14 October 2026 at 22:29, I conducted speed tests due to severe lagging. The results were shocking and nowhere near the 100 Mbps line speed I am paying for. I have attached a copy of the speed test results to this email for your immediate review.
When I contacted MWEB on 13 October, I was told the line was provisioned correctly and advised to simply restart my router. I followed these instructions, but it did absolutely nothing to resolve the issue.
Prior to this, I used Vumatel as my underlying infrastructure provider for two years and never experienced a single issue; their service was consistently excellent. I have been on the ClearAccess network for just 3 to 4 months now, and the service has been nothing short of atrocious.
As my Internet Service Provider (MWEB) and Infrastructure Provider (ClearAccess), I require a formal explanation from both parties as to why my line is underperforming so drastically. Please review the attached network logs and provide:

1. A clear technical explanation for the severe speed drops.
2. An immediate, permanent fix to restore my line to its full 100/100 Mbps capacity.
3. Confirmation of how this issue will be monitored to ensure long-term stability.

Please be advised that if this matter is not resolved swiftly and permanently, I will be escalating this formal complaint directly to ICASA (Independent Communications Authority of South Africa) and the ISPA (Internet Service Providers' Association) for breach of service level agreements and unfair consumer treatment.

 

[My_King]

404 : Attachments not found

 

[PBCool]

Hi, are you having these issues via wireless?

The first recommendation would be to try a direct cable connection to your router, to narrow down if its wireless/line/ISP related.

Otherwise you will just end up rebooting your router until you are blue in the face.

 

[netstrider]

Is it not possible to move bavk to Vumatel?

Sounds like CA is the problem.

 

[belator]

I am paying R999 per month for an uncapped 100 Mbps / 100 Mbps package, making it even more egregious that I am absolutely not getting my money’s worth.
I work remotely and rely heavily on a stable, high-speed connection to perform my job. The current level of service is completely unacceptable.
On both 13 October and 14 October 2026 at 22:29, I conducted speed tests due to severe lagging. The results were shocking and nowhere near the 100 Mbps line speed I am paying for. I have attached a copy of the speed test results to this email for your immediate review.
When I contacted MWEB on 13 October, I was told the line was provisioned correctly and advised to simply restart my router. I followed these instructions, but it did absolutely nothing to resolve the issue.
Prior to this, I used Vumatel as my underlying infrastructure provider for two years and never experienced a single issue; their service was consistently excellent. I have been on the ClearAccess network for just 3 to 4 months now, and the service has been nothing short of atrocious.
As my Internet Service Provider (MWEB) and Infrastructure Provider (ClearAccess), I require a formal explanation from both parties as to why my line is underperforming so drastically. Please review the attached network logs and provide:

1. A clear technical explanation for the severe speed drops.
2. An immediate, permanent fix to restore my line to its full 100/100 Mbps capacity.
3. Confirmation of how this issue will be monitored to ensure long-term stability.

Please be advised that if this matter is not resolved swiftly and permanently, I will be escalating this formal complaint directly to ICASA (Independent Communications Authority of South Africa) and the ISPA (Internet Service Providers' Association) for breach of service level agreements and unfair consumer treatment.

Two things stand out:

Why does this seem to be the type of letter an AI agent would prepare?

Secondly, why post it here? This should be addressed directly to MWEB, not a public forum that can advise, but can't solve your problem.

 

[mr_norris]

Why don't you log a ticket with Mweb? You won't get much joy here.

 

[NR7]

Why don't you log a ticket with Mweb? You won't get much joy here.

When I contacted MWEB on 13 October, I was told the line was provisioned correctly and advised to simply restart my router.

Yip that sounds like MWEB...

 

[CrypticZA]

@Mweb Support

 

[mr_norris]

I think OP is a one post wonder and doesn't realise her demands will go unnoticed. But when she shows ICASA and ISPA this thread they will see some pretty cool MyBB people, so not all is lost.

 

[ISP cash cow]

She is probably posting it on all social media sites she can find

 

[Mweb Support]

I am paying R999 per month for an uncapped 100 Mbps / 100 Mbps package, making it even more egregious that I am absolutely not getting my money’s worth.
I work remotely and rely heavily on a stable, high-speed connection to perform my job. The current level of service is completely unacceptable.
On both 13 October and 14 October 2026 at 22:29, I conducted speed tests due to severe lagging. The results were shocking and nowhere near the 100 Mbps line speed I am paying for. I have attached a copy of the speed test results to this email for your immediate review.
When I contacted MWEB on 13 October, I was told the line was provisioned correctly and advised to simply restart my router. I followed these instructions, but it did absolutely nothing to resolve the issue.
Prior to this, I used Vumatel as my underlying infrastructure provider for two years and never experienced a single issue; their service was consistently excellent. I have been on the ClearAccess network for just 3 to 4 months now, and the service has been nothing short of atrocious.
As my Internet Service Provider (MWEB) and Infrastructure Provider (ClearAccess), I require a formal explanation from both parties as to why my line is underperforming so drastically. Please review the attached network logs and provide:

1. A clear technical explanation for the severe speed drops.
2. An immediate, permanent fix to restore my line to its full 100/100 Mbps capacity.
3. Confirmation of how this issue will be monitored to ensure long-term stability.

Please be advised that if this matter is not resolved swiftly and permanently, I will be escalating this formal complaint directly to ICASA (Independent Communications Authority of South Africa) and the ISPA (Internet Service Providers' Association) for breach of service level agreements and unfair consumer treatment.

Hello @MotaungP

Thanks for reaching out.

We'd like the opportunity to investigate the connection performance issue and assist you directly. Please reach out with your registered email address, so we may take a closer look and get you the support you need. We look forward to your DM.

Kind regards,
The Mweb Team

 

[rh1]

Lol mweb suppport on the forum. Bring back memories when the CEO use to engage on this very forum.

Remember one forum member telling the mweb CEO, that their strategy was not sustainable and going into depth around the technical reasons and the associated costs and that they would crash and burn (my words).

Years later, I think he was right.

Mweb chat support is as bad as ADT support. An AI chat loop with no results.

 

[mr_norris]

Lol mweb suppport on the forum. Bring back memories when the CEO use to engage on this very forum.

Remember one forum member telling the mweb CEO, that their strategy was not sustainable and going into depth around the technical reasons and the associated costs and that they would crash and burn (my words).

Years later, I think he was right.

Mweb chat support is as bad as ADT support. An AI chat loop with no results.

Those were good times tho - when Mweb brought about reasonably cheap uncapped accounts, it was an absolute banger.

 

[NR7]

Those were good times tho - when Mweb brought about reasonably cheap uncapped accounts, it was an absolute banger.

Think we look at those days far too favorably. Like stockholm syndrome.

In the ol' PS4/Xbox One era of circa 2014 I had to manage my MWEB uncapped ADSL usage if there was a game releasing later in the month so I didn't hit the 250Gb threshold and get throttled hard on a 10Mbps package for R959pm (which is worth R1750 today if you believe an inflation calculator).

 

[ADrunkTeddyBear]

@MotaungP You got Mweb to respond. Whats the outcome?

Or is your AI agent still drafting a response?

 

[Mweb Support]

Hello @MotaungP,

A friendly follow-up: we have not yet received your private message, which will allow us to verify your profile details and assist you further.
Please send us a DM when convenient, so we can review your query and help you directly.

Kind regards,
The Mweb Team

 

[Tyrez]

MWeb double-charged me, cut my internet for 1 week, and now claims they have "no cancellation log" despite chat proof.

I'm posting here because MWeb's support has completely failed me. I have the call logs and chat transcripts to prove it. I am furious, but I'm keeping this factual because I need advice on how to force them to actually cancel this account and refund me.

The Timeline & The Double Charge:

The Cut-off:
1 week ago, MWeb's system debited my account on the wrong date, and then cut my internet.
When the first debit went out, MWeb told me it didn't reflect on their side and asked me to pay again. I paid. So, I have paid twice for the same month, and I still have no internet.

I have call logs showing a single call of 1 hour 12 minutes to their 021 number, plus numerous calls to 087 700 0777 (including 23 min, 22 min, and 19 min calls). I spoke to over 50 live chat agents. Every single one said "I'm transferring you to the department that handles this" but that department couldn't tell their eye from their elbow.

I was promised "reconnection within 24-48 hours" multiple times. It is now over a week later. Still no internet.

3 days ago, I requested cancellation. When I followed up, I was told the account only has a log for a reconnection request, not a cancellation.

I went back to the web chat. An agent named Zizipho explicitly told me (at 16:33 and 16:22): "The cancellation was submitted. Please wait for sms and email confirming cancellation. The process takes 42-72 hours... the line release process will be submitted after the order is cancelled." (I have attached the screenshots of this).

Now they are telling me cancellation requires 30 days' notice. So they can cut my service without notice, leave me offline for two weeks, charge me twice and I'm expected to give them a month's notice for a service I don't even have?

I am contacting my bank to dispute the second debit and to place a stop payment on MWeb's debit order.

I am sending a written complaint to [email protected] with these screenshots and call logs, demanding cancellation confirmation and a refund within 7 working days.

I will be filing a formal complaint with ICASA.

My questions for the forum:

Has anyone successfully forced MWeb to execute a cancellation when they claimed there was "no log" (despite agents saying otherwise)?

Is ICASA or the NCC the faster route here?

Has anyone dealt with MWeb double-charging did the bank reversal work, and did MWeb retaliate?

Is there an MWeb rep on this forum who can actually look at my account and sort this out? I am happy to send my account number via PM.

Any advice is appreciated. I just want this account cancelled, my duplicate payment refunded, and to never deal with this company again.

 

[Mweb Support]

MWeb double-charged me, cut my internet for 1 week, and now claims they have "no cancellation log" despite chat proof.

I'm posting here because MWeb's support has completely failed me. I have the call logs and chat transcripts to prove it. I am furious, but I'm keeping this factual because I need advice on how to force them to actually cancel this account and refund me.

The Timeline & The Double Charge:

The Cut-off:
1 week ago, MWeb's system debited my account on the wrong date, and then cut my internet.
When the first debit went out, MWeb told me it didn't reflect on their side and asked me to pay again. I paid. So, I have paid twice for the same month, and I still have no internet.

I have call logs showing a single call of 1 hour 12 minutes to their 021 number, plus numerous calls to 087 700 0777 (including 23 min, 22 min, and 19 min calls). I spoke to over 50 live chat agents. Every single one said "I'm transferring you to the department that handles this" but that department couldn't tell their eye from their elbow.

I was promised "reconnection within 24-48 hours" multiple times. It is now over a week later. Still no internet.

3 days ago, I requested cancellation. When I followed up, I was told the account only has a log for a reconnection request, not a cancellation.

I went back to the web chat. An agent named Zizipho explicitly told me (at 16:33 and 16:22): "The cancellation was submitted. Please wait for sms and email confirming cancellation. The process takes 42-72 hours... the line release process will be submitted after the order is cancelled." (I have attached the screenshots of this).

Now they are telling me cancellation requires 30 days' notice. So they can cut my service without notice, leave me offline for two weeks, charge me twice and I'm expected to give them a month's notice for a service I don't even have?

I am contacting my bank to dispute the second debit and to place a stop payment on MWeb's debit order.

I am sending a written complaint to [email protected] with these screenshots and call logs, demanding cancellation confirmation and a refund within 7 working days.

I will be filing a formal complaint with ICASA.

My questions for the forum:

Has anyone successfully forced MWeb to execute a cancellation when they claimed there was "no log" (despite agents saying otherwise)?

Is ICASA or the NCC the faster route here?

Has anyone dealt with MWeb double-charging did the bank reversal work, and did MWeb retaliate?

Is there an MWeb rep on this forum who can actually look at my account and sort this out? I am happy to send my account number via PM.

Any advice is appreciated. I just want this account cancelled, my duplicate payment refunded, and to never deal with this company again.

Good day, @Tyrez

We’ve received your DM and responded earlier this morning requesting the profile details needed to securely access and verify your Mweb account.

Once we receive these details, we can investigate the concerns raised and work towards providing the assistance and clarity you need regarding the payment and cancellation queries.

We look forward to hearing from you so we can take this further.

Kind regards,
The Mweb Team