Mweb Bewertungen 592

Antwort von Mweb

12. Mai 2026

Hi Shephile, It’s great to hear that Fasigh provided such clear and reassuring assistance while helping you with your locked SIM. Situations like this can be frustrating, so having everything explained calmly and properly makes a real difference.
We’re pleased the support experience left such a positive impression and that you felt informed and well assisted throughout the process. Thank you for taking the time to share your feedback.
Kind regards,
The Mweb Team

Antwort von Mweb

12. Mai 2026

Hello Michaela. We understand how disruptive this has been for you, especially with working from home and caring for your mother. Being without a stable connection in those circumstances is incredibly challenging, and we hear the urgency in your request.

When it comes to fibre services, the physical line and restoration timelines are managed by the network provider, in this case Vuma, while we continue to coordinate and escalate on your behalf to ensure progress is made. That said, being passed between teams without clear resolution is not the experience we want for you.

Our focus right now is to:
Actively engage Vuma for urgent feedback on restoration timelines
Escalate your case with priority, given the impact described
Ensure you receive clear, consistent updates without needing to chase

For secure and efficient assistance, kindly send an email to customer-reviews@mweb.com including the full review details, the link or image, and your registered Mweb email address. Please note that we can only respond once all required information is included. Our team aims to respond as quickly as possible, with a general turnaround time of up to 24 hours.

We’re committed to getting you back online as quickly as possible and ensuring you’re properly supported throughout.

Kind regards,
The Mweb Team

Antwort von Mweb

12. Mai 2026

Good morning, Kylie.

We understand how frustrating that experience must have been, especially after waiting that long without getting through. That’s not the level of accessibility or support we aim to provide, and your concern around cancelling is taken seriously.

We’d value the opportunity to resolve this for you. Please email customer-reviews@mweb.com
with the review information, a link or screenshot, and the registered email address on your Mweb account so we can verify your details securely. We do our best to respond promptly, with a general response time of up to 24 hours once the necessary information has been received.

Our focus will be on ensuring your request is handled efficiently and that you receive clear, direct assistance.

Kind regards,
The Mweb Team

Antwort von Mweb

11. Mai 2026

Hello Wayne.

We understand your frustration and that you’re considering moving to a new provider after a difficult experience. When service expectations aren’t met, it’s completely valid to explore other options that feel more aligned with what you need.

That said, we would still value the opportunity to properly review what went wrong in your case. For secure and efficient assistance, kindly send an email to customer-reviews@mweb.com including the full review details, the link or image, and your registered Mweb email address. Please note that we can only respond once all required information is included. Our team aims to respond as quickly as possible, with a general turnaround time of up to 24 hours.

We look forward to your email.

Kind regards,
The Mweb Team

Antwort von Mweb

11. Mai 2026

Hello Matt. We never want our customers to feel unheard or frustrated. Your review feedback has been shared with the relevant customer journey teams to review your experience and make improvements where needed. We are dedicated to making things better for you and all our clients.


Kind regards,
The Mweb Team

Antwort von Mweb

8. Mai 2026

Morning Hein.

We understand how frustrating this experience has been, especially with inconsistent communication, long wait times, and difficulty reaching support via phone or email. That’s not the level of clarity or responsiveness you should expect.

Your service has been impacted by a widespread Metrofibre outage in HSLA, which is why you’ve experienced instability and delays in assistance. During larger network outages, volumes across all support channels increase significantly, which can affect response times. That said, clear and consistent communication remains essential, and your feedback highlights where we need to do better.

To help you stay informed in real time, you can activate outage notifications on your account by following these steps:
Log in to your Mweb account - Link: https://my.mweb.co.za/
Navigate to Network Status / Outages
Enable Outage Notifications for your service
Confirm your preferred contact method, SMS or email
Save your settings

You can also access the full step-by-step guide here: https://bit.ly/3EJ3eBv

Our network teams are actively working with Metrofibre to restore full service as quickly as possible, and updates will be shared as progress is made.
Thank you for raising this. We are focused on improving communication and accessibility during incidents like these and on restoring your service stability.

Kind regards,
The Mweb Team

Antwort von Mweb

8. Mai 2026

Hello Geraldine.

We understand how frustrating it is to deal with poor connectivity and not get the level of support you expected, especially when you rely on your fibre service every day. This is not the experience we want for you.
We would like to get your connection performing as it should. In the meantime, here are a few focused checks that often help improve Openserve fibre performance:

Test via a wired connection
Connect a device directly to your router using an Ethernet cable and run a speed test. This helps confirm whether the issue is with the line or WiFi.

Check peak-time performance
Run speed tests at different times of the day. If speeds drop mainly in the evenings, it may point to network congestion that we can investigate further.

Restart your router and ONT
Power off both devices, wait about 2 minutes, then power them back on, starting with the ONT. This refreshes the fibre session.

WiFi environment check
If you are using WiFi, move closer to the router and check for interference from walls or other devices. Switching between 2.4GHz and 5GHz bands can also make a noticeable difference.

Background usage
Ensure no large downloads, streaming, or cloud backups are running in the background while testing speeds.

Your experience matters, and our focus is on getting your service back to a consistent, high-quality standard as quickly as possible.

Kind regards,
The Mweb Team

Antwort von Mweb

7. Mai 2026

Hello Org.

We understand how frustrating and exhausting this activation experience has been, especially after spending so much time seeking assistance across multiple channels before finally getting connected. An activation process should feel seamless and straightforward, not frustrating.

We also understand your disappointment, particularly where the experience did not meet the level of service you expected from Mweb. While we are glad the service is now connected, we fully acknowledge the frustration caused by the delays, communication gaps, and the effort required on your part to resolve this. Your feedback regarding the responsiveness of our support channels and the activation process is important and has already been shared with the relevant teams for review and improvement.

Thank you for reaching out and giving us the opportunity to improve.

Kind regards,
The Mweb Team

Antwort von Mweb

7. Mai 2026

Hello Michael.

We understand how serious and disruptive this experience has been, especially in a business environment where reliable connectivity and timely communication are essential to daily operations. Waiting across multiple days after payment has already been made, while being transferred between departments without clear resolution, is understandably frustrating and not the standard we aim to deliver.

We also recognise the impact that delays like this can have on your business operations, particularly when fibre connectivity is critical for communication, productivity, and customer engagement. Your concerns around long hold times, inconsistent feedback, and the lack of clear ownership over the issue are being taken seriously. We're truly sorry for any inconvenience experienced.

We would like the opportunity to properly investigate the delays linked to your business order, including the activation process, payment allocation, and the engagement between the relevant teams handling the Openserve provisioning. Our goal is to ensure there is accountability, clearer communication, and a defined path forward toward resolution.

For secure and efficient assistance, kindly send an email to customer-reviews@mweb.com including the full review details, the link or image, your registered Mweb email address, and any relevant business account information. Please note that we can only respond once all required information is included. Our team aims to respond as quickly as possible, with a general turnaround time of up to 24 hours.

Kind regards,
The Mweb Team

Antwort von Mweb

6. Mai 2026

Hello Michelle.

We understand how frustrating this experience has been, especially after long wait times and not being able to get through to a consultant while your issue remains unresolved. We also recognise how disappointing this is, given your long-standing relationship with Mweb.

This is not the level of support we aim to provide, particularly when you are actively trying to resolve a service issue and still being charged while experiencing disruption. Your feedback is taken seriously, and we want to ensure this is properly addressed.

For secure and efficient assistance, kindly send an email to customer-reviews@mweb.com including the full review details, the link or image, and your registered Mweb email address. Please note that we can only respond once all required information is included. Our team aims to respond as quickly as possible, with a general turnaround time of up to 24 hours.

Our focus is to ensure your service is restored and that you receive clear, timely communication going forward so you are not left waiting without answers.

Kind regards,
The Mweb Team

Antwort von Mweb

6. Mai 2026

Hi George, we understand how frustrating that experience must have been—waiting that long and barely moving in the queue is not acceptable when you’re trying to get help.

We’d like to understand what you were trying to resolve so we can assist you without putting you through that again. If you’re still needing help, share a bit more detail on your query and we’ll take it forward from here.

Kind regards,
The Mweb Team

Antwort von Mweb

6. Mai 2026

Morning Terry.

We understand how concerning this is, especially when you have made full payment and are still being advised that the account is in arrears. Having proof of payment and not being able to get through to anyone only adds to that frustration, and we recognise the urgency in getting this resolved.

We have reached out directly to our Finance team, who handle all payment allocations, to review your account in detail. This includes verifying the March and April payments, checking how they were allocated on the system, and identifying what may have caused the discrepancy.

Our priority is to ensure your payments are correctly reflected and that your account status is updated without delay. The team will make contact with you to confirm the outcome, request your proof of payment if needed, and guide you through the next steps to clear the balance and ensure everything is fully aligned.

Kind regards,
The Mweb Team

Antwort von Mweb

6. Mai 2026

Hello Vic.

We understand how frustrating this has been, especially after spending hours trying to get your service restored across multiple channels without success. Being without connectivity and unable to reach assistance promptly is not the experience we aim to provide.

We have raised your case directly with our Finance division, which manages all service suspensions and payment allocations. They will review your payments in detail to confirm receipt, ensure correct allocation, and identify what is currently preventing reconnection.

Our priority is to have your service restored as quickly as possible. The team will be in touch with you directly to provide a clear update, confirm the status of your account, and guide the next steps to get you reconnected without further delay.

Kind regards,
The Mweb Team

Antwort von Mweb

6. Mai 2026

Good morning.

We understand how frustrating it is to wait that long without being assisted, especially when you are actively trying to resolve something important. That kind of delay is not the level of responsiveness we aim to deliver, and we recognise the impact it has on your experience.

We can see that your attempt to reach us was not met with the urgency and availability you expected, and that is something we are taking seriously. Our focus now is to ensure you receive the support you were looking for, without any further delays or repeated waiting.

We would like to assist you directly and get your query resolved as quickly and efficiently as possible. Please share your details with us so we can prioritise your case and connect you with a consultant who can take full ownership and see this through to resolution.

For secure and efficient assistance, kindly send an email to customer-reviews@mweb.com
including the full review details, the link or image, and your registered Mweb email address. Please note that we can only respond once all required information is included. Our team aims to respond as quickly as possible, with a general turnaround time of up to 24 hours.

Kind regards,
The Mweb Team

Antwort von Mweb

6. Mai 2026

Hello Sipho. We never want our customers to feel unheard or frustrated. Your review feedback has been shared with the relevant customer journey teams to review your experience and make improvements where needed. We are dedicated to making things better for you and all our clients.

Kind regards,
The Mweb Team

Antwort von Mweb

5. Mai 2026

Hello Chad.
We understand how frustrating this experience has been, especially when it comes to billing after a cancellation request and the effort required to get assistance. That is not the level of service we aim to provide.

We would like to take ownership of this and ensure your account is reviewed thoroughly, including the cancellation status and any billing that followed. Our team will work to clarify what happened and resolve this as quickly as possible.

Please email customer-reviews@mweb.com with your review details, a link or screenshot, and the registered email address on your account so we can securely verify your profile and assist further. Once received, we will prioritise your query and provide clear next steps.


Kind regards,
The Mweb Team

Antwort von Mweb

5. Mai 2026

Hello Catherine.

We understand how important it is to resolve something like this quickly, especially when you are assisting a family member. The time you have spent trying to reach us, along with the lack of follow-up and long wait times, is not the experience we want for you or your grandmother.

Cancelling a service on behalf of someone else does require secure verification to protect the account holder, which can sometimes add steps, but it should always be clearly guided and efficiently handled. Your feedback on the website journey and contact channels is noted, as this should be far more straightforward and accessible.

We would value the opportunity to take ownership of this and ensure it is resolved without any further delay. Please email customer-reviews@mweb.com with the review information, a link or screenshot, and the registered email address on your Mweb account so we can verify your details securely.

Once received, our team will prioritise your request, guide you through any required authorisation for acting on your grandmother’s behalf, and ensure the cancellation is processed as quickly and smoothly as possible. We aim to respond within 24 hours once all the necessary information has been received.

Kind regards,
The Mweb Team

Antwort von Mweb

5. Mai 2026

Hi Thabiso,
Thank you for taking the time to share this feedback. Waiting over a month with your order still showing as provisioning, after paying processing fees and making repeated attempts to get assistance, is not the experience we want for our clients, and we recognise how concerning and frustrating this has been.
The lack of follow‑up, prolonged provisioning status, and difficulty reaching an agent are acknowledged and require closer review so the order can be properly progressed or corrected. Your feedback will be shared with our Service Quality Team for review and improvement, as these gaps in communication and turnaround are important to address.

We’d value the opportunity to resolve this for you. Please email customer-reviews@mweb.com with the review information, a link or screenshot of this post, and the registered email address on your MWEB account so your details can be verified securely and the matter escalated to the appropriate team. Once the required information has been received, every effort is made to respond promptly, with a general response time of up to 24 hours.

Kind regards,
Mweb Team

Antwort von Mweb

5. Mai 2026

Hello Natalie.

We hear how serious and distressing this situation has been for you, especially with repeated billing concerns over several months and the impact that has had financially. That’s not the experience we want for any customer, and this must be addressed thoroughly and with urgency.

We can confirm that your case (ref#67774243) is currently being handled by our Finance team, which manages service suspensions and billing disputes. They are actively reviewing the transactions on your account and will email you directly with a detailed update and clear next steps.

As part of this review, the team will:
• Investigate the unauthorised transactions reported over the past three months
• Review all billing entries against your service and contract terms
• Assess any applicable reversals or adjustments where discrepancies are found
• Review your request regarding contract cancellation and associated fees

We understand your request for cancellation and clarity on charges, and this will form a key part of the outcome shared with you. The focus now is to ensure your account is fully reviewed and aligned correctly, with a fair and transparent resolution.

We appreciate you raising this and giving us the opportunity to address it properly.

Kind regards,
The Mweb Team

Antwort von Mweb

4. Mai 2026

Good morning, Candace.

We understand how frustrating it is to spend hours trying to cancel your account without resolution, especially when you just want a clear outcome and keep getting stuck in queues.
Your case has already been flagged to our Retentions team, and they will be reviewing your account to contact you directly and finalise the cancellation process.

To speed things up, please ensure your phone is available for an incoming call, as this will be the fastest way to complete the next steps and close your account properly.

Kind regards,
The Mweb Team