After Years With Mweb, This Is How They Treat Loyal Customers

I have been with Mweb for years. When they migrated me to fibre, I was paying around R400 every month without issues. For a long time, the amount was stable. Then suddenly, in the past two months, the bills started coming in higher and higher. First a small increase, then a few hundred rand more, and now for December I was billed R709.

The problem is that I am a prepaid subscriber. I am billed in advance, which has always made sense. But when I saw the amounts going up every month without any explanation, I decided enough is enough. After fighting with Mweb for months over different issues, I decided to cut my losses and move to another ISP.

I contacted them to cancel, and this is where the real nonsense started.

The consultant told me that I cannot cancel unless I first pay the due amount and then give them 30 days’ notice. I said that was fine. I do not owe them anything and I am not refusing the notice period.

But when I asked whether I would be connected after making the payment, he said no.

I asked him why I would pay if I will not be connected, and he told me it is because they need to release my line so I can go to another ISP.

This means they want me to pay them R709 and receive nothing. Then I must go to another ISP and pay again to be connected. So effectively, I just hand Mweb money for no service.

This makes no sense. I am a prepaid customer. If I pay, I expect to be connected during my 30-day notice period. That is how notice works.

Instead, they are refusing to release my line unless I pay first, and once I pay, they still will not connect me. If I choose to be reconnected, they said they will only release my line at the end of January, meaning they are trapping me into staying another month.

None of this is fair or ethical. I am not refusing the notice period. I am not refusing to pay. I am refusing to pay for nothing.

After being a loyal customer for years, this is how they treat people. I would not recommend Mweb to anyone.