SD
Stephanie D
1 reviews | Active since Mar 2026
09 Apr 2026, 19:00
Chronic Internet Failures and No Resolution
Dear Mweb
The internet worked for two days, and now the ONT alarm light is red again. Based on my experience, this means it will take about two days just to escalate the issue, and then another three days for a Vumatel/Vodacom technician to attend to the fault. Realistically, I am now facing yet another ±7 days (5 working days) without internet, and even then, there’s no guarantee the issue will actually be resolved. I am honestly exhausted and completely fed up with this situation.
I am paying for a service that I am simply not receiving.
To emphasise again, in March, I was without internet for 26 days of the 31 days. In April, I have already been without internet for 7 out of 9 days. This is completely unacceptable.
Despite paying R699 per month for a service that is not being delivered, I have had to spend over R2,000 on mobile data just to remain operational, as I work full-time from home and rely on a stable internet connection. This situation is beyond frustrating.
At this point, I will be cancelling this service. Should the debit order still be processed, I will dispute it with my bank immediately, as I am no longer willing to pay for a service that effectively does not exist. Mweb has also not reimbursed me for the additional data costs I have had to incur as a direct result of these ongoing failures.
Helpful (0)
Replies (3)0
Replies (3)
Mweb's replyOfficial
10 Apr 2026, 10:18Hello Stephanie.Thank you for taking the time to share this in detail, and we completely understand how exhausting and disruptive this ongoing experience has been, especially given how heavily you rely on your connection for work. Being without service for extended periods, alongside additional mobile data costs, is understandably frustrating and not the experience we aim to deliver.We see your ONT alarm light has turned red again, and we’d like to step in urgently to assist and ensure this is properly investigated and progressed without further delay.To allow us to access your account and escalate this effectively, please send us a private message with your query and confirm your registered email address. This will enable us to review your line status, previous fault history, and ensure the correct teams are engaged to resolve this as quickly as possible.Once received, we will take ownership of your case, coordinate directly with the network teams, and keep you updated on every step of the process until resolution is reached.We appreciate you bringing this to our attention and will prioritise getting clarity and movement on your connection as a matter of urgency.Kind regards,
The Mweb Team
The Mweb Team
Best regards,
Mweb's reply10 Apr 2026, 10:18
Official
Hello Stephanie.Thank you for taking the time to share this in detail, and we completely understand how exhausting and disruptive this ongoing experience has been, especially given how heavily you rely on your connection for work. Being without service for extended periods, alongside additional mobile data costs, is understandably frustrating and not the experience we aim to deliver.We see your ONT alarm light has turned red again, and we’d like to step in urgently to assist and ensure this is properly investigated and progressed without further delay.To allow us to access your account and escalate this effectively, please send us a private message with your query and confirm your registered email address. This will enable us to review your line status, previous fault history, and ensure the correct teams are engaged to resolve this as quickly as possible.Once received, we will take ownership of your case, coordinate directly with the network teams, and keep you updated on every step of the process until resolution is reached.We appreciate you bringing this to our attention and will prioritise getting clarity and movement on your connection as a matter of urgency.Kind regards,
The Mweb Team
The Mweb Team
Best regards,
SD
Stephanie D's updateReviewer Update
10 Apr 2026, 10:30The alarm light is in AGAIN. Technicians have come to my house 4 times already in the past month to try and resolve the issue. There seems to be no permanent solutions for the consistent faults that have occured.
Email address: ***
What other information do you require?
Email address: ***
What other information do you require?
SD
Stephanie D's update10 Apr 2026, 10:30
Reviewer Update
The alarm light is in AGAIN. Technicians have come to my house 4 times already in the past month to try and resolve the issue. There seems to be no permanent solutions for the consistent faults that have occured.
Email address: ***
What other information do you require?
Email address: ***
What other information do you require?
Mweb's replyOfficial
10 Apr 2026, 11:04Hello Stephanie.Thank you for taking the time to share this in detail, and we completely understand how exhausting and disruptive this ongoing experience has been, especially given how heavily you rely on your connection for work. Being without service for extended periods, alongside additional mobile data costs, is understandably frustrating and not the experience we aim to deliver.We see your ONT alarm light has turned red again, and we’d like to step in urgently to assist and ensure this is properly investigated and progressed without further delay.To allow us to access your account and escalate this effectively, please send us a private message with your query and confirm your registered email address. This will enable us to review your line status, previous fault history, and ensure the correct teams are engaged to resolve this as quickly as possible.Once received, we will take ownership of your case, coordinate directly with the network teams, and keep you updated on every step of the process until resolution is reached.We appreciate you bringing this to our attention and will prioritise getting clarity and movement on your connection as a matter of urgency.Kind regards,
The Mweb Team
The Mweb Team
Best regards,
Mweb's reply10 Apr 2026, 11:04
Official
Hello Stephanie.Thank you for taking the time to share this in detail, and we completely understand how exhausting and disruptive this ongoing experience has been, especially given how heavily you rely on your connection for work. Being without service for extended periods, alongside additional mobile data costs, is understandably frustrating and not the experience we aim to deliver.We see your ONT alarm light has turned red again, and we’d like to step in urgently to assist and ensure this is properly investigated and progressed without further delay.To allow us to access your account and escalate this effectively, please send us a private message with your query and confirm your registered email address. This will enable us to review your line status, previous fault history, and ensure the correct teams are engaged to resolve this as quickly as possible.Once received, we will take ownership of your case, coordinate directly with the network teams, and keep you updated on every step of the process until resolution is reached.We appreciate you bringing this to our attention and will prioritise getting clarity and movement on your connection as a matter of urgency.Kind regards,
The Mweb Team
The Mweb Team
Best regards,