TM
Tracy M
1 reviews | Active since Feb 2024
10 Apr 2026, 17:02
Absolutely deplorable customer service
I seriously regret changing ownership of my son's mweb router to my name. First, Vumatel activates the wrong line, so it stands to reason that Mweb has given internet access to the wrong line? 01 April to 10 April, no resolution, no nothing! You spend hundreds of rands phoning mweb which takes sometimes 6 hours to speak to an agent, or spend hundreds on data to connect to their live chat, and you wait 4-5 hours to connect! 10 days, business lost, money spent I don't have. Mweb don't seem to be sorting the problem, and neither Vumatel!!!!! 10 days, they have invoiced pro rata - I don't think so, I'm not paying for an ornament because they cannot sort out! The internet service has not even being DELIVERED!!!!!!!!!!! My best bet, send back, cancel everything and go to an organisation that can actually deliver a service!!! Then Mweb promised to phone me 10 April.................
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Replies (4)0
Replies (4)
Mweb's replyOfficial
10 Apr 2026, 17:04 Hello Tracy. Thank you for taking the time to share this, and we’re truly sorry for the distress and disruption this situation has caused you, especially over such an extended period and with the impact it has had on your business and daily connectivity. We completely understand how frustrating it is when activation issues and follow-ups are not resolved within expected timelines. We want to assure you that this is being taken seriously. We have already reached out to our Retentions team, who will review your account in full and contact you directly to urgently assist and provide a clear way forward.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Mweb's reply10 Apr 2026, 17:04
Official
Hello Tracy. Thank you for taking the time to share this, and we’re truly sorry for the distress and disruption this situation has caused you, especially over such an extended period and with the impact it has had on your business and daily connectivity. We completely understand how frustrating it is when activation issues and follow-ups are not resolved within expected timelines. We want to assure you that this is being taken seriously. We have already reached out to our Retentions team, who will review your account in full and contact you directly to urgently assist and provide a clear way forward.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
TM
Tracy M's updateReviewer Update
10 Apr 2026, 17:13Not to worry Mweb, Account number: ***9 send through to your accounts department/sales - consider this cancelled, I will send back old router and new ornament router! And the funny thing is your next invoice is already due!!!!!! From 01 April to now, the only successfull delivery is the ornament router which cannot connect - mweb still have to begin providing successful internet access from the 01 April?????? I reached out to your retentions department yesterday already and was SUPPOSED to have been phoned back this morning!!!!!!!!!! So I will go to an organisation that can successfully deliver internet access!
TM
Tracy M's update10 Apr 2026, 17:13
Reviewer Update
Not to worry Mweb, Account number: ***9 send through to your accounts department/sales - consider this cancelled, I will send back old router and new ornament router! And the funny thing is your next invoice is already due!!!!!! From 01 April to now, the only successfull delivery is the ornament router which cannot connect - mweb still have to begin providing successful internet access from the 01 April?????? I reached out to your retentions department yesterday already and was SUPPOSED to have been phoned back this morning!!!!!!!!!! So I will go to an organisation that can successfully deliver internet access!
TM
Tracy M's updateReviewer Update
10 Apr 2026, 17:16You can also advise your billing department that debit order has been reversed for 07 April as I will not pay for a service that has not even begun - neither will I pay for something that Vumatel and Mweb cannot deliver!!!
TM
Tracy M's update10 Apr 2026, 17:16
Reviewer Update
You can also advise your billing department that debit order has been reversed for 07 April as I will not pay for a service that has not even begun - neither will I pay for something that Vumatel and Mweb cannot deliver!!!
Mweb's replyOfficial
14 Apr 2026, 09:40Hi Tracy, we can understand your frustration here, especially when you feel you are being billed for a service that has not yet been delivered. That is understandably unacceptable from your perspective, and we do acknowledge the impact this situation has had on you. At this stage, the matter is currently in progress with our Retentions Team, who are reviewing your case in detail and will be reaching out to you directly to provide clarity and the next steps. They are best placed to address both the service concerns and account-related queries together so that everything is handled in a coordinated way. Regarding the billing query you’ve raised, this will also form part of their review, and they will advise you accordingly once they’ve assessed the full situation. We appreciate your patience while this is being worked through and will ensure you are contacted as soon as feedback is available. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply14 Apr 2026, 09:40
Official
Hi Tracy, we can understand your frustration here, especially when you feel you are being billed for a service that has not yet been delivered. That is understandably unacceptable from your perspective, and we do acknowledge the impact this situation has had on you. At this stage, the matter is currently in progress with our Retentions Team, who are reviewing your case in detail and will be reaching out to you directly to provide clarity and the next steps. They are best placed to address both the service concerns and account-related queries together so that everything is handled in a coordinated way. Regarding the billing query you’ve raised, this will also form part of their review, and they will advise you accordingly once they’ve assessed the full situation. We appreciate your patience while this is being worked through and will ensure you are contacted as soon as feedback is available. Kind regards,
The Mweb Team
The Mweb Team