Mweb Customer Service - What’s Happened?

[AdriJ]

I have been a loyal customer at Mweb for many years. Recently upgraded my fibre service - it appears that is easy to do and even easier for mweb to charge for.
Getting what I am paying for - not so much!
Anyone else having huge issues trying to get hold of mweb to get issues sorted? Currently getting half the service I am paying for.
Tried phone contact - tried their online service - tried Instagram messages, tried emailing- no joy! If I look on the web - it seems many mweb customers are having the same issues.
Don’t they want our business anymore?
Is there a ruling authority or organization that regulates the industry I can contact to register a complaint?
Seriously unimpressed.
On that note - any other service provided you can recommend? I am definitely going to move but would appreciate recommendations.

 

[charlieharper]

Is there a ruling authority or organization that regulates the industry I can contact to register a complaint?
Seriously unimpressed.

ISPA

 

["D"]

Mweb Customer Service - What’s Happened?

Nothing. Nothing at all.

On that note - any other service provided you can recommend? I am definitely going to move but would appreciate recommendations.

How can you or anyone move a Fibre line subscription if you or they cannot get a cancellation processed? Mweb has spun its web well - it borders on entrapment.

Note: If you eventually manage to switch over there will be a few (or likely many) days without connectivity, but what can be done in the end? Perhaps there is hope still - who knows?

 

[AdriJ]

Just an update.
Two weeks now - Not a single word of feedback or response from Mweb yet regarding the fact that they are charging me for an upgrade, but not providing the service.
I have phoned - done several online queries, even posted on Instagram - nothing nothing nothing, not a phone call, not a mail, nothing.
So I will definitely be moving my fibre business elsewhere.
Take note anyone looking at going into any contract details with Mweb - I would strongly recommend you stay well away from them.

 

[8mad]

Just an update.
Two weeks now - Not a single word of feedback or response from Mweb yet regarding the fact that they are charging me for an upgrade, but not providing the service.
I have phoned - done several online queries, even posted on Instagram - nothing nothing nothing, not a phone call, not a mail, nothing.
So I will definitely be moving my fibre business elsewhere.
Take note anyone looking at going into any contract details with Mweb - I would strongly recommend you stay well away from them.

Same here. I got a response to an online query submission 11 days later with no real help, only for the query to be solved and no means for me to reply... I guess this means that I need to create a new ticket then

 

[BCR]

I have been a loyal customer at Mweb for many years.

On that note - any other service provided you can recommend? I am definitely going to move but would appreciate recommendations.

A few months ago I was considering MWEB as an option, after I cancelled my Telkom LTE via Afrihost, because the pricing on some packages for what I wanted to switch to - MTN LTE - was marginally bettter on MWEB vs. Afrihost.

Thank goodness I didn't, based on your thread, and the excellent service & feedback people get on this forum from Afrihost reps. (these days, particularly @AfriNatic ).

I highly recommend Afrihost to you, even though some others complain about them, or aspects of their network, at times. I'd rather experience the odd issue, and have excellent feedback available when needed, than be with an ISP with no presence & not a care in the world about customers' problems.

The only thing I'd warn you of is to avoid getting fibre through an ISP using Frogfoot if you're in the part of the world I'm in - not through personal experience, but as a result of ongoing issues in this thread :

Frogfoot Port Elizabeth

Do you guys get pro rata rebates for the times when your service providers are unable to provide the line speeds that you are paying for? I was on the verge of switching from Telkom ADSL to fibre until a found this thread a few months ago. Unfortunately the area where I stay can only...

mybroadband.co.za

I wish you (and the other poster so far) in this thread, all the luck in getting away from MWEB.
Don't know how you'll do it if they're totally uncommunicative, but maybe if you live near enough to their offices, or a satellite office, you should pay them a visit to air your grievances ... and process the cancellation.

 

[SuperHero Sarah]

Good Morning
You should consider RSAweb, we offer excellent customer service, we have a 4.4 google rating. Our home fibre (FTTH) service offers you high-speed internet at a low cost. We are also running a special right now were we offer a free UPS with certain packages.

If you have any questions please feel free to contact me.
Sarah

 

[ProfA]

Good Morning
You should consider RSAweb, we offer excellent customer service, we have a 4.4 google rating. Our home fibre (FTTH) service offers you high-speed internet at a low cost. We are also running a special right now were we offer a free UPS with certain packages.

If you have any questions please feel free to contact me.
Sarah

tried you guys many years ago. service was horrid to the point where i cancelled during the application process. then you sharks tried to bill me for the "cancellation fee". good thing im the type that doesn't scare easily and told you where to get off.

 

[SuperHero Sarah]

I'm sorry to hear that you had such a horrible experience with us. As you have stated this was many years ago and we have since improved our services and we do not charge our customers any fees until you are installed with Fibre.

 

[LazyLion]

Mweb Customer Service - What’s Happened?

Nothing, they've always been like that.

 

[AdriJ]

Same here. I got a response to an online query submission 11 days later with no real help, only for the query to be solved and no means for me to reply... I guess this means that I need to create a new ticket then

Super frustrating hey!
Just some advice for you - Rather contact the ISPA and request a mediation - I contacted them and they got back to me the next day asking for more info. So ISPA is definitely interested in assisting. Maybe if more of us go this route, Mweb will wake up and respond. It is now ELEVEN DAYS after my initial query - not a word back from Mweb as yet .....

 

[AdriJ]

Nothing, they've always been like that.

Actually - I do not agree - as mentioned I had been a happy Mweb customer for many years - it is only in the last 2 years that their service has started slipping - at least last year you could still get hold of a human and get a problem fixed - now, you cannot even get through on the help line.

 

[AdriJ]

ISPA

Thanks for this advice - I have contacted ISPA and have sent them all the info - hope it works!

 

[AdriJ]

Good Morning
You should consider RSAweb, we offer excellent customer service, we have a 4.4 google rating. Our home fibre (FTTH) service offers you high-speed internet at a low cost. We are also running a special right now were we offer a free UPS with certain packages.

If you have any questions please feel free to contact me.
Sarah

Thank you Sarah - please send me your contact details so that I can find out more above your offer.

 

[AdriJ]

A few months ago I was considering MWEB as an option, after I cancelled my Telkom LTE via Afrihost, because the pricing on some packages for what I wanted to switch to - MTN LTE - was marginally bettter on MWEB vs. Afrihost.

Thank goodness I didn't, based on your thread, and the excellent service & feedback people get on this forum from Afrihost reps. (these days, particularly @AfriNatic ).

I highly recommend Afrihost to you, even though some others complain about them, or aspects of their network, at times. I'd rather experience the odd issue, and have excellent feedback available when needed, than be with an ISP with no presence & not a care in the world about customers' problems.

The only thing I'd warn you of is to avoid getting fibre through an ISP using Frogfoot if you're in the part of the world I'm in - not through personal experience, but as a result of ongoing issues in this thread :

Frogfoot Port Elizabeth

Do you guys get pro rata rebates for the times when your service providers are unable to provide the line speeds that you are paying for? I was on the verge of switching from Telkom ADSL to fibre until a found this thread a few months ago. Unfortunately the area where I stay can only...

mybroadband.co.za

I wish you (and the other poster so far) in this thread, all the luck in getting away from MWEB.
Don't know how you'll do it if they're totally uncommunicative, but maybe if you live near enough to their offices, or a satellite office, you should pay them a visit to air your grievances ... and process the cancellation.

Thanks for the feedback - yip no luck yet via the usual channels, but glad my info could help you!
@AfriNatic - care to make contact with me to see what you/Afrihost can offer? Thanks!

 

[AfriNatic]

Thanks for the feedback - yip no luck yet via the usual channels, but glad my info could help you!
@AfriNatic - care to make contact with me to see what you/Afrihost can offer? Thanks!

Yes sure.

 

[ebvenyera]

Good day

How do I cancel my Mweb fibre contract? If I call the call centre, they promise to send me a One Time Pin to my phone which never arrives.