Customer Service Review: MWEB – An Unacceptable Experience

I am extremely disappointed with the level of service I have received from MWEB. Since Monday, 4 March 2026, I have been calling every single day, at various times throughout the day, trying to get assistance. Today is 10 March 2026, and not one of my calls has been answered. On multiple occasions, I have been placed on hold for up to 2 hours, with 1.5 hours spent as “first in the queue.” How is it even possible to be first in the queue for that long and still not have my call answered? This clearly suggests a serious issue with the call centre operations — or a complete disregard for customer queries in certain departments. To make matters worse, I have now had to purchase multiple airtime and minute bundles just to afford the hold times. This has become a VERY expensive exercise, on top of already paying for a service that I cannot get support for. What frustrates me even more is this: - Sales answers almost immediately, every time. - Cancellations never answers at all.

It honestly feels as though the cancellations department has been told not to answer their calls. How is a customer supposed to cancel a service if no one ever picks up? Yet when it comes to billing, MWEB is quick to debit without fail. This is not just poor service — it is atrocious, unacceptable, and deeply unprofessional. No customer should have to fight this hard-to-get basic support or request a cancellation. I am beyond frustrated and hope MWEB addresses this serious service failure urgently. Customers deserve better.