Deeply Disappointed by Mweb's Poor Service and unfillled Promises

Deeply Disappointed by MWEB's Poor Service and Unfulfilled Promises

I am extremely disappointed with MWEB and the service I have received. On 2 August 2026, I signed up for a fibre package advertised as 30Mbps Download and 30Mbps Upload for R379 per month. In addition, I paid the required installation fee of R249 in good faith, expecting that MWEB would deliver the service they promised.

More than five weeks later, I am still waiting for the service I have already paid for. Every time I contact MWEB, I am transferred from one agent to another, repeating the same story over and over again. Each agent tells me that they "understand my frustration," but those words have become meaningless because no one is actually resolving the issue.

The most recent consultant I spoke to was Siyabonga, who assured me that he would assist in escalating and resolving the matter. Unfortunately, despite the promises, nothing has changed. I have received no meaningful feedback, no progress updates, and, most importantly, no fibre service.

What frustrates me the most is that I constantly have to chase MWEB for answers. As a paying customer, I should not have to beg for assistance or spend hours following up on a service that has already been paid for. I keep being told that installation takes 7 to 14 days, yet it has now been over a month and a week with no service delivery.

At this point, I feel completely let down and misled. The service being advertised online is not the service I am experiencing as a customer. What was presented during the sales process is vastly different from the reality I have encountered. I trusted MWEB with my money, but all I have received in return are delays, excuses, and unfulfilled promises.

If my address or profile does not qualify for the service, MWEB should be honest and communicate that openly instead of keeping me waiting indefinitely. If MWEB cannot provide the service I paid for, then they should refund the money they have taken from me rather than continue wasting my time.

This experience has left me feeling frustrated, disappointed, and regretful about choosing MWEB. The level of service I have received is far below what any customer should reasonably expect, and it is this ongoing frustration that has led me to share my experience publicly.

I simply want either the service that I paid for or a full refund of my money.