Complaint: Unresolved Line Speed Upgrade & Extremely Poor Support

Complaint: Unresolved Line Speed Upgrade & Extremely Poor Support

I upgraded to a new line speed of 120/60 Mbps effective 1 December 2025, and since then I have been trying to escalate the issue for an entire week without any success. The Mweb app is useless, or staff coverage is terrible — I spend hours on hold, often get disconnected, and no one ever gets back to me.

Today, I made a point of staying online no matter how long it took. I started the chat at 12:30, and only at 15:22 was I finally connected to someone — and I’m still waiting for actual assistance. This is completely unacceptable.

Mweb used to allow customers to log tickets online and resolve issues efficiently. Instead, they made the decision to remove this feature and replaced it with a far more tedious and frustrating process. For a tech company, I would expect innovation, especially in customer support, but that clearly isn’t the case here.

I want this issue resolved immediately, and I expect my account to be credited, as I have already paid for the upgraded speeds but have not received what I’m paying for since 1 December.