1 reviews | Active since Jun 2024
Appalling Mweb customer engagement
Disgusting disregard for client satisfaction and assistance when assistance is needed!
From April 26th 2026, Mweb has countlessly disappointed on multiple avenues of client engagement attempts. Firstly an order needed to be placed to have my “moving home” order initiated, this was subsequently followed up by another 3 confirmation calls on my side to ensure that the transition between properties is seamless. In Mweb fashion this was not done. Move in day…. No WiFi connectivity led to an hours call with a gent named Stuart, he assisted and instilled the notion that there are indeed individuals in the business that know what they are doing, my connectivity lasted until my Vumatel infrastructure in my unit failed, this is not even 2 weeks into the occupancy of my new property.
The day 26/05/2026, my WiFi test speed was pinging off of 1.782mbs per second, I cannot have more than one device connected to my WiFi without it crashing… Today 27/05/2026 after a 2 hour holding period my call is finally answered to have an individual of staff answer my call (who is probably under paid and under appreciated) end my call to potentially avoid harsh feedback towards them as their employers systems are dismal, often questioning the managers and higher managements engagement on operational issues bleeding the patrons energy that support this company.
If anyone wants to waste a valuable R700-R1000 rather go to a casino your odds of growing that will probably be sooner that the assistance you will receive from Mweb’s so called agents!!
Thank you for taking the time to share such detailed feedback. We are truly sorry for the experience you have had, especially during something as important as a home move. We understand how disruptive and frustrating this has been for you.We are glad to hear that Stuart was able to assist and provide a positive interaction, but we fully acknowledge that the overall experience, including the delays, failed transition, and poor connectivity, has not met the standard we aim to deliver.
From a technical perspective, the speeds you have described at 1.7 Mbps and instability when multiple devices connect to a possible deeper issue that needs focused attention. Addressing this correctly is important because it ensures your line is stable, your equipment is functioning optimally, and that there are no underlying infrastructure faults affecting your service.Here are some expert steps to help improve and diagnose your connection:• Restart both your router and fibre ONT, as this clears session faults and refreshes the connection
• Test your speed using a LAN cable directly to the router. This helps determine if the issue is WiFi-related or line-related
• Check the lights on your ONT box, especially LOS or PON, as abnormal lights can indicate a fibre infrastructure fault
• Reduce the number of connected devices temporarily to see if congestion is contributing to the issue
• Ensure your router is centrally placed and not obstructed, as poor placement can significantly reduce WiFi performance
• If possible, connect to the 5GHz WiFi band for better speed and stability over shorter distances
These steps are important because they help isolate whether the issue is within the home setup, the router, or the external fibre network, such as Vumatel infrastructure.We would like to assist you with this and ensure it is properly resolved. Please share your chat reference with us via private message, so we may take a closer look at any previous discussions to address the connection issue. Kindly send us your account details and feedback/results of the above troubleshooting steps, so we may further prioritise diagnostics, possibly engage Vumatel where needed, and provide you with clear feedback and a resolution path.We appreciate your patience and the opportunity to make this right.
Kind regards,
The Mweb Team
Best regards,
Thank you for taking the time to share such detailed feedback. We are truly sorry for the experience you have had, especially during something as important as a home move. We understand how disruptive and frustrating this has been for you.We are glad to hear that Stuart was able to assist and provide a positive interaction, but we fully acknowledge that the overall experience, including the delays, failed transition, and poor connectivity, has not met the standard we aim to deliver.
From a technical perspective, the speeds you have described at 1.7 Mbps and instability when multiple devices connect to a possible deeper issue that needs focused attention. Addressing this correctly is important because it ensures your line is stable, your equipment is functioning optimally, and that there are no underlying infrastructure faults affecting your service.Here are some expert steps to help improve and diagnose your connection:• Restart both your router and fibre ONT, as this clears session faults and refreshes the connection
• Test your speed using a LAN cable directly to the router. This helps determine if the issue is WiFi-related or line-related
• Check the lights on your ONT box, especially LOS or PON, as abnormal lights can indicate a fibre infrastructure fault
• Reduce the number of connected devices temporarily to see if congestion is contributing to the issue
• Ensure your router is centrally placed and not obstructed, as poor placement can significantly reduce WiFi performance
• If possible, connect to the 5GHz WiFi band for better speed and stability over shorter distances
These steps are important because they help isolate whether the issue is within the home setup, the router, or the external fibre network, such as Vumatel infrastructure.We would like to assist you with this and ensure it is properly resolved. Please share your chat reference with us via private message, so we may take a closer look at any previous discussions to address the connection issue. Kindly send us your account details and feedback/results of the above troubleshooting steps, so we may further prioritise diagnostics, possibly engage Vumatel where needed, and provide you with clear feedback and a resolution path.We appreciate your patience and the opportunity to make this right.
Kind regards,
The Mweb Team
Best regards,