3 Weeks Without Fibre – Still Down Again and No Assistance from Mweb

Good day,

I am posting this in the hope that it finally receives the attention it deserves, as my attempts to resolve this matter directly have been unsuccessful.

My fibre service with Mweb was down for three weeks, during which I was informed the outage was due to maintenance. What is most concerning is that no prior communication or notification was sent to me regarding this maintenance. The line was eventually repaired by Vumatel on 05/03/2026, yet today the service is down once again.

I also lodged a formal complaint on 25/02/2026, and to date I have received absolutely no feedback. The lack of communication and accountability from Mweb throughout this entire experience has been extremely disappointing.

When contacting customer support today, I spoke to a consultant named Butsha, who refused to provide her surname or the details of her manager citing POPIA Act. She also refused to assist me due to a failed OTP verification process. While I fully understand the importance of security protocols, it is deeply concerning that no alternative method of authentication was offered, especially considering the ongoing service disruptions I have already experienced. There was no effort to assist, escalate, or resolve the issue. She further refused to log a service request for Vumatel technicians to attend to the fault, leaving the issue unresolved and me without service. This approach reflects a lack of willingness to assist a customer who has already endured significant inconvenience.

I was then transferred to the retention department and left on hold for nearly an hour without assistance.

After weeks of unreliable service, a complaint that has gone unanswered, and an extremely poor customer support experience, I have lost all confidence in Mweb’s ability to provide the level of service customers are paying for.

I therefore request the immediate cancellation of my fibre contract. At this stage, I have no interest in continuing with a service provider that shows such little regard for its customers.

I trust that Mweb will address this matter urgently.