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 74% of negative reviews
Reply time on negative reviews: 9h 5m
TrustIndex
5.9
Ranking
#15
in Fibre & Broadband
Reply Time
9h 6m
NPS Score
-35
Recommended: Unlikely
Replied to 74% of negative reviews
Reply time on negative reviews: 9h 5m
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 7,379 reviews in the last 12 months. They reply to 74% of negative reviews, typically within 9 hours 5 min. Hellopeter has tracked Mweb across 20,414 total reviews. How is the TrustIndex calculated? →
Recent reviews (7,379)
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 Mar 2023
Horrible Services
I just had a terrible experience from 1 Oct to 13 Oct still not connected. Hang on for hours to speak to someone just not to get the help needed after practically begging today I finally got the Fibre installed (Frogfoot) via Blitz Technician even worse. The appointment was scheduled for 2pm the contact details they provided didn't one work. I eventually got hold of them 2:30 pm after phoning 3 other people just to be told the technician will come after 3pm. The technician arrives takes him 15min to install he then says mweb will activate me in 1 hour. 3 hours later after struggling almost 1hour to get through to mweb the guy try to configure the box because the details sent was not working as the wifi did not pop up. We get told unfortunately frogfoot needs to fix on their side. Guess what!! Another day no wifi!! The most Pathetic service I've experienced in my life!! All 3 companies involved in 1.
1 reviews | Active since Mar 2023
Horrible Services
I just had a terrible experience from 1 Oct to 13 Oct still not connected. Hang on for hours to speak to someone just not to get the help needed after practically begging today I finally got the Fibre installed (Frogfoot) via Blitz Technician even worse. The appointment was scheduled for 2pm the contact details they provided didn't one work. I eventually got hold of them 2:30 pm after phoning 3 other people just to be told the technician will come after 3pm. The technician arrives takes him 15min to install he then says mweb will activate me in 1 hour. 3 hours later after struggling almost 1hour to get through to mweb the guy try to configure the box because the details sent was not working as the wifi did not pop up. We get told unfortunately frogfoot needs to fix on their side. Guess what!! Another day no wifi!! The most Pathetic service I've experienced in my life!! All 3 companies involved in 1.
1 reviews | Active since Oct 2026
Our internet is down and the assistant couldn't even put me through to somebody to assist me
Our internet is down and the assistant couldn't even put me through to somebody to assist me
1 reviews | Active since Oct 2026
Our internet is down and the assistant couldn't even put me through to somebody to assist me
Our internet is down and the assistant couldn't even put me through to somebody to assist me
1 reviews | Active since Oct 2026
I'm very Satisfied with the whole service of this team❤️
I'm very Satisfied with the whole service of this team❤️
1 reviews | Active since Oct 2026
I'm very Satisfied with the whole service of this team❤️
I'm very Satisfied with the whole service of this team❤️
1 reviews | Active since Oct 2026
I've had a great experience with Mweb Fibre
I've had a great experience with Mweb Fibre! The service has been reliable, the internet speed has been good, and everything has been running smoothly. I'm happy with the service I've received and appreciate having a fibre provider I can depend on. Overall, I'm very satisfied with Mweb Fibre and would definitely recommend them to anyone looking for a good internet service provider!
1 reviews | Active since Oct 2026
I've had a great experience with Mweb Fibre
I've had a great experience with Mweb Fibre! The service has been reliable, the internet speed has been good, and everything has been running smoothly. I'm happy with the service I've received and appreciate having a fibre provider I can depend on. Overall, I'm very satisfied with Mweb Fibre and would definitely recommend them to anyone looking for a good internet service provider!
1 reviews | Active since Aug 2026
I was assisted by Phumeza who helped me so much and was was very patient and very respectful
I was assisted by Phumeza who helped me so much and was was very patient and very respectful. I received a great service thanks
1 reviews | Active since Oct 2026
Wow
Wow!! That was excellent, it became very clear in what I'm looking for. Looking forward to do business with you. Thank you so much.
1 reviews | Active since Oct 2026
Wow
Wow!! That was excellent, it became very clear in what I'm looking for. Looking forward to do business with you. Thank you so much.