SG
Sally G
1 reviews | Active since Nov 2017
06 May 2026, 16:41
Appalling technical support
I have been with MWeb since they first started up. I used to get brilliant technical support over the phone. But recently it has been appalling. Both my husband and I have had cause to try to get support over the past few months. If you phone them, you get told you are in a queue and can use up all your monthly air time waiting for someone to anwer. The online chat is as bad. I am told that someone will be with me shortly. After waiting nearly 3 hours, I closed the window. Total frustration, yet we pay a fair bit every month.
Helpful (0)
Replies (13)0
Replies (13)
Mweb's replyOfficial
06 May 2026, 16:48Hi Sally, we understand your frustration, especially as a long-standing customer who previously had a much better support experience. Long wait times on calls and the chat queue not being responsive is understandably not acceptable when you’re paying for a service you rely on. To help us properly look into what’s going wrong and guide you to the right support path, could you please share a bit more detail on the specific issue you were trying to resolve when you reached out recently? This will help us direct it correctly and avoid further delays for you. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply06 May 2026, 16:48
Official
Hi Sally, we understand your frustration, especially as a long-standing customer who previously had a much better support experience. Long wait times on calls and the chat queue not being responsive is understandably not acceptable when you’re paying for a service you rely on. To help us properly look into what’s going wrong and guide you to the right support path, could you please share a bit more detail on the specific issue you were trying to resolve when you reached out recently? This will help us direct it correctly and avoid further delays for you. Kind regards,
The Mweb Team
The Mweb Team
SG
Sally G's updateReviewer Update
06 May 2026, 18:06 I am suddenly having the problem of every message I receive going into my junk mail, even though I have whitelisted the senders and also said 'not junk mail' to every message over the past few weeks, both in my outlook and also in your webmail. Why is this happening? Even messages sent from my own gmail address going into junk
I also have 2 email addresses, one is yours and the other is my business one, which is not an Mweb/iafrica one. But ALL my messages are coming into my iafrica box and all into the junk folder in the iafrica box.
If I could just communicate via email with someone about this, there may be a quick fix, but trying to phone you or get help on your live chat line is impossible. You used to have a facility that one could message on your website and one could get a written answer quite quickly and efficiently. The way your help line now works is far from helpful
if someone could even phone me ***) that would help, but I am not always at my PC, so it would have to be arranged for a time when I could sit through a guided solution.
Please could someone either phone me to arrange a time, or email me on *** (which of course will come through to my junk folder!)
I also have 2 email addresses, one is yours and the other is my business one, which is not an Mweb/iafrica one. But ALL my messages are coming into my iafrica box and all into the junk folder in the iafrica box.
If I could just communicate via email with someone about this, there may be a quick fix, but trying to phone you or get help on your live chat line is impossible. You used to have a facility that one could message on your website and one could get a written answer quite quickly and efficiently. The way your help line now works is far from helpful
if someone could even phone me ***) that would help, but I am not always at my PC, so it would have to be arranged for a time when I could sit through a guided solution.
Please could someone either phone me to arrange a time, or email me on *** (which of course will come through to my junk folder!)
SG
Sally G's update06 May 2026, 18:06
Reviewer Update
I am suddenly having the problem of every message I receive going into my junk mail, even though I have whitelisted the senders and also said 'not junk mail' to every message over the past few weeks, both in my outlook and also in your webmail. Why is this happening? Even messages sent from my own gmail address going into junk
I also have 2 email addresses, one is yours and the other is my business one, which is not an Mweb/iafrica one. But ALL my messages are coming into my iafrica box and all into the junk folder in the iafrica box.
If I could just communicate via email with someone about this, there may be a quick fix, but trying to phone you or get help on your live chat line is impossible. You used to have a facility that one could message on your website and one could get a written answer quite quickly and efficiently. The way your help line now works is far from helpful
if someone could even phone me ***) that would help, but I am not always at my PC, so it would have to be arranged for a time when I could sit through a guided solution.
Please could someone either phone me to arrange a time, or email me on *** (which of course will come through to my junk folder!)
I also have 2 email addresses, one is yours and the other is my business one, which is not an Mweb/iafrica one. But ALL my messages are coming into my iafrica box and all into the junk folder in the iafrica box.
If I could just communicate via email with someone about this, there may be a quick fix, but trying to phone you or get help on your live chat line is impossible. You used to have a facility that one could message on your website and one could get a written answer quite quickly and efficiently. The way your help line now works is far from helpful
if someone could even phone me ***) that would help, but I am not always at my PC, so it would have to be arranged for a time when I could sit through a guided solution.
Please could someone either phone me to arrange a time, or email me on *** (which of course will come through to my junk folder!)
Mweb's replyOfficial
07 May 2026, 09:54Hi Sally,
We understand how disruptive and confusing it is when legitimate emails are consistently landing in your junk folder, even after whitelisting senders and marking messages as not junk. We also acknowledge how frustrating it is when both your Mweb email address and your business email are being routed into the same junk folder, making normal communication very difficult.
Based on what you’ve described, this behaviour is often linked to content filtering rules being enabled on the mailbox. We recommend checking and removing any content filters, then allowing time (up to an hour) for the system to refresh. Please follow the steps below:
To check and remove content filters:
Log into https://www.mweb.co.za/webmail
Select More at the top
Click on Settings
Select Content Filtering on the left
Delete any filters listed
Wait approximately one hour for the system to update
Test by sending a new email to confirm it delivers to the Inbox correctly
If content filters are present and were not created by you, this may indicate that the mailbox has been compromised. In that case, we strongly recommend updating your email password to secure the account:
To change your email password:
Log into https://my.mweb.co.za/
Select My Email Accounts
Click Settings next to the affected email address
Select Access Details
Change the password
Click Save
If you need further assistance after completing the steps above, you’re welcome to reach out to us via direct message on Hello Peter, where we can continue assisting .
Kind regards,
Mweb Team
We understand how disruptive and confusing it is when legitimate emails are consistently landing in your junk folder, even after whitelisting senders and marking messages as not junk. We also acknowledge how frustrating it is when both your Mweb email address and your business email are being routed into the same junk folder, making normal communication very difficult.
Based on what you’ve described, this behaviour is often linked to content filtering rules being enabled on the mailbox. We recommend checking and removing any content filters, then allowing time (up to an hour) for the system to refresh. Please follow the steps below:
To check and remove content filters:
Log into https://www.mweb.co.za/webmail
Select More at the top
Click on Settings
Select Content Filtering on the left
Delete any filters listed
Wait approximately one hour for the system to update
Test by sending a new email to confirm it delivers to the Inbox correctly
If content filters are present and were not created by you, this may indicate that the mailbox has been compromised. In that case, we strongly recommend updating your email password to secure the account:
To change your email password:
Log into https://my.mweb.co.za/
Select My Email Accounts
Click Settings next to the affected email address
Select Access Details
Change the password
Click Save
If you need further assistance after completing the steps above, you’re welcome to reach out to us via direct message on Hello Peter, where we can continue assisting .
Kind regards,
Mweb Team
Mweb's reply07 May 2026, 09:54
Official
Hi Sally,
We understand how disruptive and confusing it is when legitimate emails are consistently landing in your junk folder, even after whitelisting senders and marking messages as not junk. We also acknowledge how frustrating it is when both your Mweb email address and your business email are being routed into the same junk folder, making normal communication very difficult.
Based on what you’ve described, this behaviour is often linked to content filtering rules being enabled on the mailbox. We recommend checking and removing any content filters, then allowing time (up to an hour) for the system to refresh. Please follow the steps below:
To check and remove content filters:
Log into https://www.mweb.co.za/webmail
Select More at the top
Click on Settings
Select Content Filtering on the left
Delete any filters listed
Wait approximately one hour for the system to update
Test by sending a new email to confirm it delivers to the Inbox correctly
If content filters are present and were not created by you, this may indicate that the mailbox has been compromised. In that case, we strongly recommend updating your email password to secure the account:
To change your email password:
Log into https://my.mweb.co.za/
Select My Email Accounts
Click Settings next to the affected email address
Select Access Details
Change the password
Click Save
If you need further assistance after completing the steps above, you’re welcome to reach out to us via direct message on Hello Peter, where we can continue assisting .
Kind regards,
Mweb Team
We understand how disruptive and confusing it is when legitimate emails are consistently landing in your junk folder, even after whitelisting senders and marking messages as not junk. We also acknowledge how frustrating it is when both your Mweb email address and your business email are being routed into the same junk folder, making normal communication very difficult.
Based on what you’ve described, this behaviour is often linked to content filtering rules being enabled on the mailbox. We recommend checking and removing any content filters, then allowing time (up to an hour) for the system to refresh. Please follow the steps below:
To check and remove content filters:
Log into https://www.mweb.co.za/webmail
Select More at the top
Click on Settings
Select Content Filtering on the left
Delete any filters listed
Wait approximately one hour for the system to update
Test by sending a new email to confirm it delivers to the Inbox correctly
If content filters are present and were not created by you, this may indicate that the mailbox has been compromised. In that case, we strongly recommend updating your email password to secure the account:
To change your email password:
Log into https://my.mweb.co.za/
Select My Email Accounts
Click Settings next to the affected email address
Select Access Details
Change the password
Click Save
If you need further assistance after completing the steps above, you’re welcome to reach out to us via direct message on Hello Peter, where we can continue assisting .
Kind regards,
Mweb Team
SG
Sally G's updateReviewer Update
07 May 2026, 10:30Thanks, did all of the above but when I got to Content Filtering, there was nothing listed.
Says 'no items to show' and blank on the right
As of today, ALL mail from both my business and private addresses is going into iafrica junk mail folder
Under Spam Filtering ... Trusted email addresses, all those listed there are going to junk
Says 'no items to show' and blank on the right
As of today, ALL mail from both my business and private addresses is going into iafrica junk mail folder
Under Spam Filtering ... Trusted email addresses, all those listed there are going to junk
SG
Sally G's update07 May 2026, 10:30
Reviewer Update
Thanks, did all of the above but when I got to Content Filtering, there was nothing listed.
Says 'no items to show' and blank on the right
As of today, ALL mail from both my business and private addresses is going into iafrica junk mail folder
Under Spam Filtering ... Trusted email addresses, all those listed there are going to junk
Says 'no items to show' and blank on the right
As of today, ALL mail from both my business and private addresses is going into iafrica junk mail folder
Under Spam Filtering ... Trusted email addresses, all those listed there are going to junk
Mweb's replyOfficial
07 May 2026, 10:55Hi Sally,
Thank you for coming back to us and for confirming the outcome of the content filtering checks.
Given that there are no content filters in place and the behaviour is persisting across addresses, we have logged a Technical Specialist callback under the ticket reference MWB***6 to further troubleshoot and assist with this issue in more detail. The specialist will review the mailbox behaviour, spam filtering logic, and routing to identify the cause and guide you through the necessary corrections.
Thank you for your patience while this is being looked into.
Kind regards,
Mweb Team
Thank you for coming back to us and for confirming the outcome of the content filtering checks.
Given that there are no content filters in place and the behaviour is persisting across addresses, we have logged a Technical Specialist callback under the ticket reference MWB***6 to further troubleshoot and assist with this issue in more detail. The specialist will review the mailbox behaviour, spam filtering logic, and routing to identify the cause and guide you through the necessary corrections.
Thank you for your patience while this is being looked into.
Kind regards,
Mweb Team
Mweb's reply07 May 2026, 10:55
Official
Hi Sally,
Thank you for coming back to us and for confirming the outcome of the content filtering checks.
Given that there are no content filters in place and the behaviour is persisting across addresses, we have logged a Technical Specialist callback under the ticket reference MWB***6 to further troubleshoot and assist with this issue in more detail. The specialist will review the mailbox behaviour, spam filtering logic, and routing to identify the cause and guide you through the necessary corrections.
Thank you for your patience while this is being looked into.
Kind regards,
Mweb Team
Thank you for coming back to us and for confirming the outcome of the content filtering checks.
Given that there are no content filters in place and the behaviour is persisting across addresses, we have logged a Technical Specialist callback under the ticket reference MWB***6 to further troubleshoot and assist with this issue in more detail. The specialist will review the mailbox behaviour, spam filtering logic, and routing to identify the cause and guide you through the necessary corrections.
Thank you for your patience while this is being looked into.
Kind regards,
Mweb Team
SG
Sally G's updateReviewer Update
07 May 2026, 11:34Thank you, appreciated. As I am not always at my desk (and therefore my desktop PC), it may be best to set a time with whoever is going to call me?
I will be available today until 2.30pm otherwise tomorrow (Fri 8th) between 9am and 10.30am
I will be available today until 2.30pm otherwise tomorrow (Fri 8th) between 9am and 10.30am
SG
Sally G's update07 May 2026, 11:34
Reviewer Update
Thank you, appreciated. As I am not always at my desk (and therefore my desktop PC), it may be best to set a time with whoever is going to call me?
I will be available today until 2.30pm otherwise tomorrow (Fri 8th) between 9am and 10.30am
I will be available today until 2.30pm otherwise tomorrow (Fri 8th) between 9am and 10.30am
Mweb's replyOfficial
07 May 2026, 12:24Hi Sally,
Thank you for sharing your availability details with us. We’ve passed this information along to the relevant team so they’re aware of the preferred times to make contact.
Should the call come through at an inconvenient time, you’re welcome to make alternative arrangements directly with the person calling to ensure it’s handled at a time that suits you better.
Kind regards,
Mweb Team
Thank you for sharing your availability details with us. We’ve passed this information along to the relevant team so they’re aware of the preferred times to make contact.
Should the call come through at an inconvenient time, you’re welcome to make alternative arrangements directly with the person calling to ensure it’s handled at a time that suits you better.
Kind regards,
Mweb Team
Mweb's reply07 May 2026, 12:24
Official
Hi Sally,
Thank you for sharing your availability details with us. We’ve passed this information along to the relevant team so they’re aware of the preferred times to make contact.
Should the call come through at an inconvenient time, you’re welcome to make alternative arrangements directly with the person calling to ensure it’s handled at a time that suits you better.
Kind regards,
Mweb Team
Thank you for sharing your availability details with us. We’ve passed this information along to the relevant team so they’re aware of the preferred times to make contact.
Should the call come through at an inconvenient time, you’re welcome to make alternative arrangements directly with the person calling to ensure it’s handled at a time that suits you better.
Kind regards,
Mweb Team
SG
Sally G's updateReviewer Update
07 May 2026, 12:46Thank you
SG
Sally G's update07 May 2026, 12:46
Reviewer Update
Thank you
Mweb's replyOfficial
07 May 2026, 12:55You`re welcome.
Kind regards,
Mweb Team
Kind regards,
Mweb Team
Mweb's reply07 May 2026, 12:55
Official
You`re welcome.
Kind regards,
Mweb Team
Kind regards,
Mweb Team
SG
Sally G's updateReviewer Update
11 May 2026, 05:28I was telephoned by a very kind man who helped me sort out my technical issues after remoting into my computer. Over the years I have found that, once one speaks to a human, help is very efficient and usually sorts out the problems. The issue is getting to speak to someone.
If Mweb could only sort out their incredibly frustrating systems, I would give them a hearty thumbs up. Waiting for literally hours in a queue on hold on one's phone or in a chat online where all you get told is an agent will be with you as soon as possible (without any sense of where you are in the queue or how long you can expect to wait) is just not on.
Apart from sorting out the above, why can't there be an email address to which one can send a technical query, which could be followed up with a personal email reply or, if that doesn't help, an offer for an agent to call one to advise in real time?
If Mweb could only sort out their incredibly frustrating systems, I would give them a hearty thumbs up. Waiting for literally hours in a queue on hold on one's phone or in a chat online where all you get told is an agent will be with you as soon as possible (without any sense of where you are in the queue or how long you can expect to wait) is just not on.
Apart from sorting out the above, why can't there be an email address to which one can send a technical query, which could be followed up with a personal email reply or, if that doesn't help, an offer for an agent to call one to advise in real time?
SG
Sally G's update11 May 2026, 05:28
Reviewer Update
I was telephoned by a very kind man who helped me sort out my technical issues after remoting into my computer. Over the years I have found that, once one speaks to a human, help is very efficient and usually sorts out the problems. The issue is getting to speak to someone.
If Mweb could only sort out their incredibly frustrating systems, I would give them a hearty thumbs up. Waiting for literally hours in a queue on hold on one's phone or in a chat online where all you get told is an agent will be with you as soon as possible (without any sense of where you are in the queue or how long you can expect to wait) is just not on.
Apart from sorting out the above, why can't there be an email address to which one can send a technical query, which could be followed up with a personal email reply or, if that doesn't help, an offer for an agent to call one to advise in real time?
If Mweb could only sort out their incredibly frustrating systems, I would give them a hearty thumbs up. Waiting for literally hours in a queue on hold on one's phone or in a chat online where all you get told is an agent will be with you as soon as possible (without any sense of where you are in the queue or how long you can expect to wait) is just not on.
Apart from sorting out the above, why can't there be an email address to which one can send a technical query, which could be followed up with a personal email reply or, if that doesn't help, an offer for an agent to call one to advise in real time?
Mweb's replyOfficial
11 May 2026, 10:55Hi Sally,
We’re really pleased to hear that once you were able to speak with a consultant, your technical issue was resolved efficiently and with the care you needed.
At the same time, we understand your frustration around how difficult it can be to reach someone in the first place. Your comments about wait times, visibility in queues, and the lack of alternative written support channels are valuable and will be shared with our Service Quality Team to be taken into consideration as we continue reviewing and improving our support systems.
For future assistance, we do offer Live Chat via our website. You can access this by visiting https://www.mweb.co.za/ and selecting the chat bubble on the page, which connects you directly to our support team.
Thank you again for your balanced and thoughtful feedback.
Kind regards,
Mweb Team
We’re really pleased to hear that once you were able to speak with a consultant, your technical issue was resolved efficiently and with the care you needed.
At the same time, we understand your frustration around how difficult it can be to reach someone in the first place. Your comments about wait times, visibility in queues, and the lack of alternative written support channels are valuable and will be shared with our Service Quality Team to be taken into consideration as we continue reviewing and improving our support systems.
For future assistance, we do offer Live Chat via our website. You can access this by visiting https://www.mweb.co.za/ and selecting the chat bubble on the page, which connects you directly to our support team.
Thank you again for your balanced and thoughtful feedback.
Kind regards,
Mweb Team
Mweb's reply11 May 2026, 10:55
Official
Hi Sally,
We’re really pleased to hear that once you were able to speak with a consultant, your technical issue was resolved efficiently and with the care you needed.
At the same time, we understand your frustration around how difficult it can be to reach someone in the first place. Your comments about wait times, visibility in queues, and the lack of alternative written support channels are valuable and will be shared with our Service Quality Team to be taken into consideration as we continue reviewing and improving our support systems.
For future assistance, we do offer Live Chat via our website. You can access this by visiting https://www.mweb.co.za/ and selecting the chat bubble on the page, which connects you directly to our support team.
Thank you again for your balanced and thoughtful feedback.
Kind regards,
Mweb Team
We’re really pleased to hear that once you were able to speak with a consultant, your technical issue was resolved efficiently and with the care you needed.
At the same time, we understand your frustration around how difficult it can be to reach someone in the first place. Your comments about wait times, visibility in queues, and the lack of alternative written support channels are valuable and will be shared with our Service Quality Team to be taken into consideration as we continue reviewing and improving our support systems.
For future assistance, we do offer Live Chat via our website. You can access this by visiting https://www.mweb.co.za/ and selecting the chat bubble on the page, which connects you directly to our support team.
Thank you again for your balanced and thoughtful feedback.
Kind regards,
Mweb Team
SG
Sally G's updateReviewer Update
11 May 2026, 13:17Live chat is part of the problem. I cannot tell you how many hours we have sat in Live Chat, waiting to be helped, but not being told where we are in the queue or how long we can expect to wait. You obviously don't have enough personnel in your support team in this part of the business.
So both Live Chat and phoning the help line are equally not working.
So far the only way to get proper help is to be phoned by you. In those instances the help is great.
So both Live Chat and phoning the help line are equally not working.
So far the only way to get proper help is to be phoned by you. In those instances the help is great.
SG
Sally G's update11 May 2026, 13:17
Reviewer Update
Live chat is part of the problem. I cannot tell you how many hours we have sat in Live Chat, waiting to be helped, but not being told where we are in the queue or how long we can expect to wait. You obviously don't have enough personnel in your support team in this part of the business.
So both Live Chat and phoning the help line are equally not working.
So far the only way to get proper help is to be phoned by you. In those instances the help is great.
So both Live Chat and phoning the help line are equally not working.
So far the only way to get proper help is to be phoned by you. In those instances the help is great.
Mweb's replyOfficial
11 May 2026, 13:39Hi Sally,
Thank you for taking the time to share such detailed and constructive feedback with us.
Your comments around long wait times, lack of visibility in queues, and the challenges with both Live Chat and phone support has been submitted to our Service Quality Team to be taken into consideration as part of ongoing reviews and improvements to our support channels.
We value you taking the time to outline this so clearly, as it helps highlight where the experience needs to improve to better support our customers.
Kind regards,
Mweb Team
Thank you for taking the time to share such detailed and constructive feedback with us.
Your comments around long wait times, lack of visibility in queues, and the challenges with both Live Chat and phone support has been submitted to our Service Quality Team to be taken into consideration as part of ongoing reviews and improvements to our support channels.
We value you taking the time to outline this so clearly, as it helps highlight where the experience needs to improve to better support our customers.
Kind regards,
Mweb Team
Mweb's reply11 May 2026, 13:39
Official
Hi Sally,
Thank you for taking the time to share such detailed and constructive feedback with us.
Your comments around long wait times, lack of visibility in queues, and the challenges with both Live Chat and phone support has been submitted to our Service Quality Team to be taken into consideration as part of ongoing reviews and improvements to our support channels.
We value you taking the time to outline this so clearly, as it helps highlight where the experience needs to improve to better support our customers.
Kind regards,
Mweb Team
Thank you for taking the time to share such detailed and constructive feedback with us.
Your comments around long wait times, lack of visibility in queues, and the challenges with both Live Chat and phone support has been submitted to our Service Quality Team to be taken into consideration as part of ongoing reviews and improvements to our support channels.
We value you taking the time to outline this so clearly, as it helps highlight where the experience needs to improve to better support our customers.
Kind regards,
Mweb Team