Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Mweb presents a sharply divided customer experience. Individual consultants earn genuine praise for resolving issues quickly, lifting Customer Service & Support Quality (3.3) to the strongest theme. However, customers consistently describe extreme difficulty reaching anyone at all, and Communication & Responsiveness (1.2) and Billing, Contracts & Account Management (1.2) sit at the bottom, driven by unanswered calls, dead live chats and cancellations that never process.
Top Strengths:
- •Customer Service & Support Quality: Customers repeatedly name individual consultants who resolve issues within minutes, and WhatsApp support draws particular praise. The recurring theme is that once you actually reach a person, the help is often knowledgeable, patient and genuinely effective.
Replied to 75% of negative reviews
Reply time on negative reviews: 9h 3m
TrustIndex
5.9
Ranking
#15
in Fibre & Broadband
Reply Time
9h 1m
NPS Score
-35
Recommended: Unlikely
Replied to 75% of negative reviews
Reply time on negative reviews: 9h 3m
Nov '25 - Oct '26
Frequently Asked Questions About Mweb
What do customers say about Mweb?
Based on recent customer reviews, Mweb presents a sharply divided customer experience. Individual consultants earn genuine praise for resolving issues quickly, lifting Customer Service & Support Quality (3.3) to the strongest theme. However, customers consistently describe extreme difficulty reaching anyone at all, and Communication & Responsiveness (1.2) and Billing, Contracts & Account Management (1.2) sit at the bottom, driven by unanswered calls, dead live chats and cancellations that never process.
What is Mweb's biggest strength?
Mweb's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support Quality. Customers repeatedly name individual consultants who resolve issues within minutes, and WhatsApp support draws particular praise. The recurring theme is that once you actually reach a person, the help is often knowledgeable, patient and genuinely effective.
What are the most common complaints about Mweb?
The most common complaint about Mweb, based on Hellopeter's AI analysis of recent customer reviews, is Network Reliability & Connection Quality. Customers consistently report speeds far below their contracted packages, with 100Mbps lines delivering a small fraction of that. Outages stretching from several days to several weeks, with no estimated restoration time, are a recurring frustration.
How does Mweb compare to other Fibre & Broadband companies?
Mweb scores 2.1 out of 5 on Hellopeter's AI analysis of service quality in Fibre & Broadband, compared to the Fibre & Broadband industry average of 1.9. Their strongest theme is Customer Service (3.3); their weakest is Billing & Contracts (1.2). The top AI-rated Fibre & Broadband business on Hellopeter is Atomic Access (4.7). How is the AI Score calculated? →
Is Mweb trustworthy?
Mweb has a TrustIndex of 5.9 out of 10 on Hellopeter, based on 7,473 reviews in the last 12 months. They reply to 75% of negative reviews, typically within 9 hours 3 min. Hellopeter has tracked Mweb across 20,537 total reviews. How is the TrustIndex calculated? →
Recent reviews (7,473)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Mweb is very helpful and their assistance professional
Mweb is very helpful and their assistance professional. They know what they are doing. I will recommend them. They helped to log a problem with Metrofibre connection.
1 reviews | Active since Oct 2026
Mweb is very helpful and their assistance professional
Mweb is very helpful and their assistance professional. They know what they are doing. I will recommend them. They helped to log a problem with Metrofibre connection.
1 reviews | Active since Oct 2026
I am a MWEB customer for almost 3 years if correct and everytime there is an issue of my wifi
I am a MWEB customer for almost 3 years if correct and everytime there is an issue of my wifi network saying CONNETED WITHOUT INTERNET,and my concern is that when we cant use the wifi we still liable for monthly payment meaning i pay for what i cant use now that unfair,the Agents are great but the Connection sucks big time.If this is not sorted then ill be forced to move to a different provider.A week back this wifi was off almost for 2weeks and today it just went off again but all service lights on my Router is on as it should.So fix this horrible Network because you will loose allot of customers.
1 reviews | Active since Oct 2026
I am a MWEB customer for almost 3 years if correct and everytime there is an issue of my wifi
I am a MWEB customer for almost 3 years if correct and everytime there is an issue of my wifi network saying CONNETED WITHOUT INTERNET,and my concern is that when we cant use the wifi we still liable for monthly payment meaning i pay for what i cant use now that unfair,the Agents are great but the Connection sucks big time.If this is not sorted then ill be forced to move to a different provider.A week back this wifi was off almost for 2weeks and today it just went off again but all service lights on my Router is on as it should.So fix this horrible Network because you will loose allot of customers.
1 reviews | Active since Oct 2026
Fair review
I have been with Mweb for many a moon and the service and assistance I am getting from billing right through to technical is always on par. Need to give a welldone to the people and staff who are assisting with training and product development. Yes I didn't give 5 stars and the only reason is that you will start to slack on what you are doing. I never give anybody a 5 star just because of this reason.
1 reviews | Active since Oct 2026
Fair review
I have been with Mweb for many a moon and the service and assistance I am getting from billing right through to technical is always on par. Need to give a welldone to the people and staff who are assisting with training and product development. Yes I didn't give 5 stars and the only reason is that you will start to slack on what you are doing. I never give anybody a 5 star just because of this reason.
1 reviews | Active since Feb 2017
Poor Service and connectivity
Worst service ever. Firstly one has to hold for long (over 40 minutes) for help-which doesn't happen. Secondly, their fibre solutions don't work optimally. Have intermittent connectivity. No help offered.
1 reviews | Active since Feb 2017
Poor Service and connectivity
Worst service ever. Firstly one has to hold for long (over 40 minutes) for help-which doesn't happen. Secondly, their fibre solutions don't work optimally. Have intermittent connectivity. No help offered.