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 73% of negative reviews
Reply time on negative reviews: 9h 16m
TrustIndex
5.8
Ranking
#15
in Fibre & Broadband
Reply Time
9h 18m
NPS Score
-37
Recommended: Unlikely
Replied to 73% of negative reviews
Reply time on negative reviews: 9h 16m
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 5.8 out of 10 on Hellopeter, based on 7,202 reviews in the last 12 months. They reply to 73% of negative reviews, typically within 9 hours 16 min. Hellopeter has tracked Mweb across 20,209 total reviews. How is the TrustIndex calculated? →
Recent reviews (7,202)
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 Sept 2024
My experience with Mweb has been nothing short of great ☺️
My experience with Mweb has been nothing short of great ☺️. Everytime i call on with a problem i get assisted with so much respect. I appreciate the effort that Mweb team makes to make customers feel welcomed and well assisted.
1 reviews | Active since Sept 2024
My experience with Mweb has been nothing short of great ☺️
My experience with Mweb has been nothing short of great ☺️. Everytime i call on with a problem i get assisted with so much respect. I appreciate the effort that Mweb team makes to make customers feel welcomed and well assisted.
1 reviews | Active since Oct 2026
Terrible Service.
Absolutely terrible service. Waited in total around 3 hours on 4 different calls for an agent to answer. Only to be told they can't help me and contradicting each other. Took them a week to activate my line after Openserve were done with the ONT. STAY AWAY
1 reviews | Active since Oct 2026
Terrible Service.
Absolutely terrible service. Waited in total around 3 hours on 4 different calls for an agent to answer. Only to be told they can't help me and contradicting each other. Took them a week to activate my line after Openserve were done with the ONT. STAY AWAY
1 reviews | Active since Oct 2026
I had a issue with my payment due to unforseen circumstances agent Charl was very friendly and ve...
I had a issue with my payment due to unforseen circumstances agent Charl was very friendly and very affecient solving my issue going forth I would highly recommend Mweb for their great and prompt service especially to agent Charl thanks once again.
1 reviews | Active since Oct 2026
I had a issue with my payment due to unforseen circumstances agent Charl was very friendly and ve...
I had a issue with my payment due to unforseen circumstances agent Charl was very friendly and very affecient solving my issue going forth I would highly recommend Mweb for their great and prompt service especially to agent Charl thanks once again.
1 reviews | Active since Oct 2026
Followed up on an order and Vuyani was efficient and helpful
Followed up on an order and Vuyani was efficient and helpful. Thank you kindly Mweb Best ISP
1 reviews | Active since Oct 2026
Followed up on an order and Vuyani was efficient and helpful
Followed up on an order and Vuyani was efficient and helpful. Thank you kindly Mweb Best ISP
1 reviews | Active since Oct 2022
******** activity , without Reasons
Bad service, untrained workers Only lies to get you trap. Only concern about money and don't re about the bad service Been on the phone for over 30 minutes without answering, I wayee ***airtime online to get respond from any agent yet don't respond Pay my account on the *** each moth after *** of September payment, I was Debited again on the *** which i quickly made a Dispute and revised the payment, Today they discount and expect me to made payment, so that they can collect money twice a month, The chat assistant can't provide relevant answer and Solution They sale lies just to get you signed up and get trap into them. Very very bad experience with unless so all Mweb under the services call opon serve.
1 reviews | Active since Oct 2022
******** activity , without Reasons
Bad service, untrained workers Only lies to get you trap. Only concern about money and don't re about the bad service Been on the phone for over 30 minutes without answering, I wayee ***airtime online to get respond from any agent yet don't respond Pay my account on the *** each moth after *** of September payment, I was Debited again on the *** which i quickly made a Dispute and revised the payment, Today they discount and expect me to made payment, so that they can collect money twice a month, The chat assistant can't provide relevant answer and Solution They sale lies just to get you signed up and get trap into them. Very very bad experience with unless so all Mweb under the services call opon serve.