1 reviews | Active since Nov 2026
Not a happy customer
My moving house request on the app did was not processed. I then again called into the call centre on 28 September 2026 for the moving house request to be processed. It was not done correctly, and at the end of October 2026 I was charged for the old line at the old address as well as the moved line at the new address and the new line at the old address as well; 3 line instead of 1. I contacted MWeb on their telepone line and held on for more than 30 minutes. I then contacted them via the live chat on the website, and initially the agent on the chat said I did not do a moving house, however I supplied the phone call date and details as proof for them to draw and listen to the recording. This person said they will forward the issue to another department and no one furthered the live chat or called me. I struggled for 3 days to get someone at MWeb to take ownership of the issue and correct the billing mistake made by their agent on 28 September. This is not customer centric service.
Hello,
We can appreciate your concern with how the move of premises was handled, particularly where you had to follow up multiple times to have the request attended to and then experienced billing concerns as a result. When relocating a service, it's important to have confidence that the process is managed smoothly and that any changes to the account are implemented correctly.
This is not the experience we want for our clients. our review feedback has been taken seriously and shared with our Customer Journey Team for review. Feedback such as yours helps us understand where the process fell short, identify what went wrong, and make improvements where necessary to provide a smoother experience for our clients in future. Thank you for taking the time to share your feedback.
Kind regards,
The Mweb Team
Hello,
We can appreciate your concern with how the move of premises was handled, particularly where you had to follow up multiple times to have the request attended to and then experienced billing concerns as a result. When relocating a service, it's important to have confidence that the process is managed smoothly and that any changes to the account are implemented correctly.
This is not the experience we want for our clients. our review feedback has been taken seriously and shared with our Customer Journey Team for review. Feedback such as yours helps us understand where the process fell short, identify what went wrong, and make improvements where necessary to provide a smoother experience for our clients in future. Thank you for taking the time to share your feedback.
Kind regards,
The Mweb Team