Contract cancelled one-sidedly instead of moved to new address

On 27 October 2025 I used the official “Move Home” function in the MWEB app and also phoned the call centre to request that my existing uncapped fibre package be moved to my new address. I clearly gave the move date of 14 November 2025 and received an order confirmation email. The move order showed “Provisioning” in the app.The new place already had a fully working Openserve ONT with green lights. I simply took my MWEB router with me when I moved in. On 13 November 2025 I received an SMS saying my contract had been cancelled. When I called again, MWEB claimed there was “no service” at the new address and that they had therefore cancelled my contract one-sidedly – completely untrue, the ONT was live and ready.

From that point it became an absolute nightmare: > The original move order mysteriously disappeared from the app (all previous orders are still visible – only this one vanished). > More than 10 calls to the call centre – every time a different agent, a different excuse. > Tickets opened with promises of “3–5 working days”, then silently closed with zero feedback. > All emails came from no-reply addresses – impossible to respond or attach proof. > Calls frequently dropped or I was transferred endlessly between departments. > I emailed photos of the working ONT and router to the address given by Retentions – completely ignored.

After a month of chasing and two full weeks with no home internet at all, on 28 November 2025 I finally cancelled the entire service out of pure frustration and despair.

All MWEB had to do was activate the line on an already-connected Openserve ONT – a task that should take minutes. Instead they cancelled my contract by mistake and then stonewalled me.

MWEB’s customer service is, without doubt, the worst I have ever experienced from any South African company. Friendly voices on the phone mean nothing when nobody actually solves the problem.