Mweb Fibre connection

[plupton]

Hi MwebGuy,
Seen a few posts that you have answered and hoping you can help.
I applied to Mweb for a new fibre connection 4 weeks ago.
The router was delivered in 2 days but the actual connection hasn't happened and can't get any feedback on progress.
The advertised lead time is 14 days - but it is now double that.
Getting in touch with Mweb is impossible - when phoning can only leave a number for sms reply - done several times with no response. email to [email protected] comes back undeliverable and email to [email protected] gives response that it is an unmonitored mailbox.
Even tried contacting the actual installation company - but they say I can only deal with the ISP.
I have an ADSL line also with Mweb that is very slow - and now really frustrating when having to work from home.
Any assistance would be greatly appreciated.
Pete.

 

[system32]

Hi MwebGuy,
Seen a few posts that you have answered and hoping you can help.
I applied to Mweb for a new fibre connection 4 weeks ago.
The router was delivered in 2 days but the actual connection hasn't happened and can't get any feedback on progress.
The advertised lead time is 14 days - but it is now double that.
Getting in touch with Mweb is impossible - when phoning can only leave a number for sms reply - done several times with no response. email to [email protected] comes back undeliverable and email to [email protected] gives response that it is an unmonitored mailbox.
Even tried contacting the actual installation company - but they say I can only deal with the ISP.
I have an ADSL line also with Mweb that is very slow - and now really frustrating when having to work from home.
Any assistance would be greatly appreciated.
Pete.

Try the numbers below:

Also try contacting via facebook and twitter
https://www.facebook.com/MWEB
https://twitter.com/MWEBTweets
@MwebGuy
@MWEBHelp

 

[cavedog]

Mweb does not offer support via email anymore. You need to call.

 

[YM_80]

Hi MwebGuy,
Seen a few posts that you have answered and hoping you can help.
I applied to Mweb for a new fibre connection 4 weeks ago.
The router was delivered in 2 days but the actual connection hasn't happened and can't get any feedback on progress.
The advertised lead time is 14 days - but it is now double that.
Getting in touch with Mweb is impossible - when phoning can only leave a number for sms reply - done several times with no response. email to [email protected] comes back undeliverable and email to [email protected] gives response that it is an unmonitored mailbox.
Even tried contacting the actual installation company - but they say I can only deal with the ISP.
I have an ADSL line also with Mweb that is very slow - and now really frustrating when having to work from home.
Any assistance would be greatly appreciated.
Pete.

I had a similar issue. Installation was done, router setup, and the infrastructure provider did what they needed to do. There was some issue with my order with MWeb, but nobody was telling me what was going on.

I had to repeatedly phone them and chase them to get it resolved - which was done, eventually, 2 weeks later.

I spoke to people in Technical, Sales, Admin, and Sales - and just had to keep at it until it was sorted (which was a very quick process when it actually happened).

I also logged queries online via the MWeb portal - but that didn't get me much at all.

You have to deal with the call centre, unfortunately.

My recommendations are:

1. Call in close to the start of the work day - i.e. 8 a.m.
2. When you call in, choose the Sales option, and the one about upgrading your service. Alternatively, choose the option for new customers wanting to sign up. (I suspect the call priorities go to new customers or upgrades...so that's the quickest way to get to a human).
   • If you go to the option about following up on your Fibre activation, they simply make it so that they'll get back to you...and who knows how long that will take? So just go the best route to get to a human, and they can then transfer you to the right person.

Hope it works out.

 

[plupton]

Many thanks for the feedback - will try all the options.

 

[leomacedon]

Hi MWEBguy

I would like to cancel my MWEB fibre account after it ends on 16 June 2021 (i.e. this is my one month's calendar notice).

I moved house from Rosebank Cpt to St James in September last year and so haven't been able to use the service fully.

I tried to phone Mweb's call centre on 087 700 2121 and it just rings. Please help!

Regards,
Alexandre Rodrigues

 

[MWEBHelp]

Hi MWEBguy

I would like to cancel my MWEB fibre account after it ends on 16 June 2021 (i.e. this is my one month's calendar notice).

I moved house from Rosebank Cpt to St James in September last year and so haven't been able to use the service fully.

I tried to phone Mweb's call centre on 087 700 2121 and it just rings. Please help!

Regards,
Alexandre Rodrigues

Good day

Please accept my apologies for the delay in response.

Our records indicate that you have been in contact with one of our consultants and that your query has been addressed.

Regards
Mweb
www.mweb.co.za