Here is a sampling of some of the complaints about MWEB speed issues over the last two months on HelloPeter.com. To be fair, some of these may be customer-specific issues, but it seems to point to some broader problems .. take it for what it is, i.e. HelloPeter reports (only a very small handful were positive about MWEB's response to the complaint).
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False advertising and horible speeds
I am very dissapointed with mweb's product and service for the 2mbps uncapped option. Me and 3 other of my friends have used this product for the last 1 and a half months now, and are not getting to even close the speed that we expect ... 3 of my collugues has exactly the same line , package and problems
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1mb uncapped Mweb line bad service
For the past 3weeks my 1mb internet connection provided by Mweb has become unbearable. Everyday my internet stops working the second i use it, the amount of timeouts is crazy! i cant load webpages unless i sit and click refresh repeatedly and get lucky. but the worst for me is getting kicked from my online games. While playing an average 30 min game, i get kicked around 6 times in that time frame, and since I am in a gaming league this terrible internet connection makes it impossible to practice!
My Telkom ADSL line is fine and working, so the problem definitely **** here with Mweb. Why am I paying for a service that I am not getting? If Mweb don't fix this problem soon, they can say goodbye to another customer.
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slow internet speeds
Its now been 18days since my last complaint about the slow speeds with me and the problem still hasn't been resolved yet ... seems like Mweb is passing the buck to Telkom saying that its their fault. I dont seen how that be possible if another account with another ISP works fine?
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Still getting ripped off by MWEB - no response
Used to pay R588 / month for a 1meg speed, then MWEB dropped the 1meg price to R488 (because they're so kind you know?) & then about 2 weeks ago they call me up & offer me a 2meg speed at the old price I was paying of R588 - I couldn't refuse. Was told that in 30mins I must restart my router & I would be on the 2meg speed. 2 weeks later & I have still not experienced any 2meg speed - in fact my speed is more sluggish than ever. So did a speedtest & got 67mbps - so I called tec support & complained - they couldn't help & said accounts would call me Monday. They left me a very fuzzy message & then never followed up. Then i emailed complaints. By 18:30pm Tues still no response & tests show 45meg ! Wed I get a call from MWEB saying "problem resolved" so I test & get 1,67mbps much closer to 2meg but still not great. So left it like this. Thurs eve was slow again so did a test & got 64mbps - backwards again here we go? Friday came & went - no response from MWEB complaints. Saturday morning did another test & got 26mbps - just gets worse by the day. At time of writing this it is 17:10pm on Sat & still no response from the allmighty MWEB.
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Slow internet, cancelled account
I called the call center on Thursday 25th October complaining about slow speeds. The technician asked me to try a few things which i did but we still didn't fix the slow speed issue. A call back was logged with technical for me and someone would call me back on Friday 26th October at 6:30pm. Nathan called me back and informed me that he is going to have my adsl account reset and he would call me on Friday evening as he is working a double. He never called. I got home expecting to use my faster internet only to see that my account has been cancelled. I called back on Saturday and was informed that (Name removed) isn't working the weekend but the technician would get someone to call me back. Once again nobody did. The whole weekend i sat with no internet because my account was cancelled. Monday came and i got a call back from (Name removed) who informed me that the problem is with service desk and he would contact me back. He called me back Monday afternoon and told me the problem is with service desk still and he would cal me back. I called back on Tuesday but (Name removed) was still not in. (Name removed) call me on Wednesday saying the account is sorted and i will be able to connect. I still wasn't able to work.
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"Peak hour" speeds abysmal!!
Mwebs throttling at "peak hours"is simply ridiculous..Have you ever tried simply watching a youtube video at this time? Or speaking to someone on Skype? All the speed is assigned to email and general browsing which only needs maximum 10-30 KB/s ...out of 512 KB/s, which is what i pay for.. if you advertise the package as 4meg and i pay for that, why cant i get what i paid for? Mweb is in a sad state from how i used to experience it, i think they are over-subscribed or something. Think twice before using mweb, perhaps give Afrihost a try as they seem to be rated number 1 these days. I think im going to go tht route eventually should this continue.
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Very poor ADSL performance, still billed R1078!
I got an MWEB 4Mbps uncapped DSL account in late October.
From the start we had performance and connectivity problems, e.g. downloads freezing, irregularly slow speeds. On 7 Nov, after waiting 2 weeks to see if it would come right, we notified MWEB, who 'escalated' the problem to their 'technical specialists'. For another 3 weeks they periodically contacted us with NOTHING useful to offer, they did NOTHING to try fix the problems.
We OTOH spent weeks dutifully debugging the account, trying other ISPs, regularly sending them information that might help them. They ignored it all.
By end November, the problems had GOTTEN WORSE.
I cancelled end Nov, but the biggest cheek, they are billing me the full amount for both Nov and Dec, even though it was so bad I had to spend an extra R1000 odd (R2000 in all) on other ISPs, as the MWEB one is useless. Now they have REFUSED to even consider a refund.
There clearly seem to be widespread problems
NB NB: The problem IS NOT our equipment - both Afrihost and Plugg accounts work BEAUTIFULLY on our equipment. ONLY MWEB has these problems
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Useless and Rude
Tried to downgrade my MWEB uncapped ADSL account from an 2mb to 1mb. 12 hours on the phone, transferred from one person to another, 10 people spoken to in total, cut-off 4 times, treated like the poor cousin resurrected from **** when spoken to and still no success or progress. I have been a loyal customer to MWEB for over 7 years where I have paid you over R50,000 and would have hoped to be at least treated like I was human. One would have thought that MWEB would treasure their customers considering the competitiveness of this market. Oh well, I will soon be moving all my data accounts away from MWEB to an organisation that shows more appreciation for their clients. I would suggest all readers of this report who are MWEB clients dump MWEB now before the inevitable of a similar experience happening to you. If you are considering signing up with them, don't! Afrihost, Open Web, Web Africa, Imaginet, CyberSmart & many many more will serve you better in the long run.
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MWEB service is rubbish
On 12-09-2012 I reported an issue with my internet service (heavy packet loss and high latency) with the MWEB guy representative on (URL Removed)
I have since had to follow up with him constantly to see if he is actually working on resolving my issue. Surely it should be the other way around?
It is now almost a month later and my internet service from MWEB is still in the same state as it was a month ago. My first question is:
What has this guy been doing for the last month? My expectation is that he has been working day and night to resolve this (I am assuming this is not the case?)
Secondly, do I have to take my business elsewhere in order to get the 2MB uncapped internet access I AM PAYING FOR?
Please follow up on this issue. I WANT RESULTS, NOT MORE EXCUSES OR CONSIDER THIS SERVICE CANCELLED!!! I HOPE I AM MAKING THIS CRYSTAL CLEAR!!!
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No resolving problem
I am having problem with my 2MB ADSL uncapped. It cost me lot of money. Started giving me problems 2 weeks ago. I did log a call with MWEB. They say the same thing every time there is no problem. My ping goes from 100 to 1000. I am sorry I a pay so much for ADSL I expected better re ponce on the line. At the moment I will not recommend MWEB for ISP. They ask me to test my ADSL router what I did. Even used my backup one still the same problem. Even replaced the filter. No success. I wonder if I phone again if they will say everything is ok.
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Slow adsl downloads
i got a 1mbps line from mweb yesterday, the download speed doesn't go over 30kbps, i contacted mweb who wasn't vary helpful, all they told me was that there is a problem. They did int tell me what the problem was or anything.
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It's not our problem
We logged a request with a line dropping connection mid 2011, till date, oct-2012 no resolution, this is an all inclusive line/broadband package that we pay almost a R1000 per month for, but never works, numerous calls has been logged and all that happens is the blame game. Mweb blames, telkom, telkom says there is no fault except for the router that is being used. we replace the router with all kinds of makes from linksys, netgear, Cisco 800 Series etc, a total of 6 routers replace, still not working. today we phoned and the lady on the call said that it is not mweb's problem, and did nothing about it, wednesday 10 oct a call was logged, and was advised that a tech will come out, 4 days later and no one showed up or called to advise ETA on call out. This is really pathetic by MWEB Standards. if not resolved this week. we will go ahead with legal procedures. Whoever at MWEB that looks at this will be able to trace our request right back to last year.
more ...
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False advertising and horible speeds
I am very dissapointed with mweb's product and service for the 2mbps uncapped option. Me and 3 other of my friends have used this product for the last 1 and a half months now, and are not getting to even close the speed that we expect ... 3 of my collugues has exactly the same line , package and problems
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1mb uncapped Mweb line bad service
For the past 3weeks my 1mb internet connection provided by Mweb has become unbearable. Everyday my internet stops working the second i use it, the amount of timeouts is crazy! i cant load webpages unless i sit and click refresh repeatedly and get lucky. but the worst for me is getting kicked from my online games. While playing an average 30 min game, i get kicked around 6 times in that time frame, and since I am in a gaming league this terrible internet connection makes it impossible to practice!
My Telkom ADSL line is fine and working, so the problem definitely **** here with Mweb. Why am I paying for a service that I am not getting? If Mweb don't fix this problem soon, they can say goodbye to another customer.
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slow internet speeds
Its now been 18days since my last complaint about the slow speeds with me and the problem still hasn't been resolved yet ... seems like Mweb is passing the buck to Telkom saying that its their fault. I dont seen how that be possible if another account with another ISP works fine?
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Still getting ripped off by MWEB - no response
Used to pay R588 / month for a 1meg speed, then MWEB dropped the 1meg price to R488 (because they're so kind you know?) & then about 2 weeks ago they call me up & offer me a 2meg speed at the old price I was paying of R588 - I couldn't refuse. Was told that in 30mins I must restart my router & I would be on the 2meg speed. 2 weeks later & I have still not experienced any 2meg speed - in fact my speed is more sluggish than ever. So did a speedtest & got 67mbps - so I called tec support & complained - they couldn't help & said accounts would call me Monday. They left me a very fuzzy message & then never followed up. Then i emailed complaints. By 18:30pm Tues still no response & tests show 45meg ! Wed I get a call from MWEB saying "problem resolved" so I test & get 1,67mbps much closer to 2meg but still not great. So left it like this. Thurs eve was slow again so did a test & got 64mbps - backwards again here we go? Friday came & went - no response from MWEB complaints. Saturday morning did another test & got 26mbps - just gets worse by the day. At time of writing this it is 17:10pm on Sat & still no response from the allmighty MWEB.
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Slow internet, cancelled account
I called the call center on Thursday 25th October complaining about slow speeds. The technician asked me to try a few things which i did but we still didn't fix the slow speed issue. A call back was logged with technical for me and someone would call me back on Friday 26th October at 6:30pm. Nathan called me back and informed me that he is going to have my adsl account reset and he would call me on Friday evening as he is working a double. He never called. I got home expecting to use my faster internet only to see that my account has been cancelled. I called back on Saturday and was informed that (Name removed) isn't working the weekend but the technician would get someone to call me back. Once again nobody did. The whole weekend i sat with no internet because my account was cancelled. Monday came and i got a call back from (Name removed) who informed me that the problem is with service desk and he would contact me back. He called me back Monday afternoon and told me the problem is with service desk still and he would cal me back. I called back on Tuesday but (Name removed) was still not in. (Name removed) call me on Wednesday saying the account is sorted and i will be able to connect. I still wasn't able to work.
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"Peak hour" speeds abysmal!!
Mwebs throttling at "peak hours"is simply ridiculous..Have you ever tried simply watching a youtube video at this time? Or speaking to someone on Skype? All the speed is assigned to email and general browsing which only needs maximum 10-30 KB/s ...out of 512 KB/s, which is what i pay for.. if you advertise the package as 4meg and i pay for that, why cant i get what i paid for? Mweb is in a sad state from how i used to experience it, i think they are over-subscribed or something. Think twice before using mweb, perhaps give Afrihost a try as they seem to be rated number 1 these days. I think im going to go tht route eventually should this continue.
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Very poor ADSL performance, still billed R1078!
I got an MWEB 4Mbps uncapped DSL account in late October.
From the start we had performance and connectivity problems, e.g. downloads freezing, irregularly slow speeds. On 7 Nov, after waiting 2 weeks to see if it would come right, we notified MWEB, who 'escalated' the problem to their 'technical specialists'. For another 3 weeks they periodically contacted us with NOTHING useful to offer, they did NOTHING to try fix the problems.
We OTOH spent weeks dutifully debugging the account, trying other ISPs, regularly sending them information that might help them. They ignored it all.
By end November, the problems had GOTTEN WORSE.
I cancelled end Nov, but the biggest cheek, they are billing me the full amount for both Nov and Dec, even though it was so bad I had to spend an extra R1000 odd (R2000 in all) on other ISPs, as the MWEB one is useless. Now they have REFUSED to even consider a refund.
There clearly seem to be widespread problems
NB NB: The problem IS NOT our equipment - both Afrihost and Plugg accounts work BEAUTIFULLY on our equipment. ONLY MWEB has these problems
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Useless and Rude
Tried to downgrade my MWEB uncapped ADSL account from an 2mb to 1mb. 12 hours on the phone, transferred from one person to another, 10 people spoken to in total, cut-off 4 times, treated like the poor cousin resurrected from **** when spoken to and still no success or progress. I have been a loyal customer to MWEB for over 7 years where I have paid you over R50,000 and would have hoped to be at least treated like I was human. One would have thought that MWEB would treasure their customers considering the competitiveness of this market. Oh well, I will soon be moving all my data accounts away from MWEB to an organisation that shows more appreciation for their clients. I would suggest all readers of this report who are MWEB clients dump MWEB now before the inevitable of a similar experience happening to you. If you are considering signing up with them, don't! Afrihost, Open Web, Web Africa, Imaginet, CyberSmart & many many more will serve you better in the long run.
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MWEB service is rubbish
On 12-09-2012 I reported an issue with my internet service (heavy packet loss and high latency) with the MWEB guy representative on (URL Removed)
I have since had to follow up with him constantly to see if he is actually working on resolving my issue. Surely it should be the other way around?
It is now almost a month later and my internet service from MWEB is still in the same state as it was a month ago. My first question is:
What has this guy been doing for the last month? My expectation is that he has been working day and night to resolve this (I am assuming this is not the case?)
Secondly, do I have to take my business elsewhere in order to get the 2MB uncapped internet access I AM PAYING FOR?
Please follow up on this issue. I WANT RESULTS, NOT MORE EXCUSES OR CONSIDER THIS SERVICE CANCELLED!!! I HOPE I AM MAKING THIS CRYSTAL CLEAR!!!
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No resolving problem
I am having problem with my 2MB ADSL uncapped. It cost me lot of money. Started giving me problems 2 weeks ago. I did log a call with MWEB. They say the same thing every time there is no problem. My ping goes from 100 to 1000. I am sorry I a pay so much for ADSL I expected better re ponce on the line. At the moment I will not recommend MWEB for ISP. They ask me to test my ADSL router what I did. Even used my backup one still the same problem. Even replaced the filter. No success. I wonder if I phone again if they will say everything is ok.
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Slow adsl downloads
i got a 1mbps line from mweb yesterday, the download speed doesn't go over 30kbps, i contacted mweb who wasn't vary helpful, all they told me was that there is a problem. They did int tell me what the problem was or anything.
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It's not our problem
We logged a request with a line dropping connection mid 2011, till date, oct-2012 no resolution, this is an all inclusive line/broadband package that we pay almost a R1000 per month for, but never works, numerous calls has been logged and all that happens is the blame game. Mweb blames, telkom, telkom says there is no fault except for the router that is being used. we replace the router with all kinds of makes from linksys, netgear, Cisco 800 Series etc, a total of 6 routers replace, still not working. today we phoned and the lady on the call said that it is not mweb's problem, and did nothing about it, wednesday 10 oct a call was logged, and was advised that a tech will come out, 4 days later and no one showed up or called to advise ETA on call out. This is really pathetic by MWEB Standards. if not resolved this week. we will go ahead with legal procedures. Whoever at MWEB that looks at this will be able to trace our request right back to last year.
more ...
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