1 reviews | Active since May 2026
Extremely frustrating and inefficient MWEB customer experience!
Extremely frustrating and inefficient customer experience!
After unexpectedly running out of MWEB wireless data due to cloud backups and syncing on a new laptop setup yesterday, I simply needed to buy a LTE wireless internet recharge bundle from MWEB.
The problems started immediately:
The MWEB website gives virtually no clear guidance on how to do a simple top-up. The online chat function was completely useless despite repeated attempts — only automated “machine” responses with no real assistance. I then had to phone the “help” line, where I spoke to 3 different people and was transferred twice because I had apparently reached the wrong divisions.
The worst part was the waiting: Almost 2 hours were wasted sitting in queues, listening to endless repetitive messages and extremely irritating hold music.
Ironically, once I finally reached the correct person, the actual transaction took less than 10 minutes.
In 2026, a customer should not have to spend nearly two hours just to recharge data. Very disappointing systems, poor customer guidance, and an unnecessarily painful support experience.
Thank you for taking the time to share this detailed feedback. Spending nearly two hours trying to complete something as simple as a data recharge, being passed between teams, and struggling with unclear self‑service options is understandably frustrating, especially when the actual solution took only a few minutes once you reached the right person. That kind of experience can leave anyone feeling drained and disappointed.
Your experience highlights challenges around guidance, digital support tools, and call routing, and this feedback will be submitted to our Service Quality Team for review so we can identify where the process created unnecessary effort and how it can be improved. Situations like this should be straightforward, and the journey to resolution should match that expectation.
If you still require assistance with this matter, you’re welcome to reach out via a private message on Hello Peter, where we can continue assisting.
We’re focused on strengthening the overall support experience so tasks like this are quicker and easier to complete going forward.
Kind regards,
Mweb Team
Thank you for taking the time to share this detailed feedback. Spending nearly two hours trying to complete something as simple as a data recharge, being passed between teams, and struggling with unclear self‑service options is understandably frustrating, especially when the actual solution took only a few minutes once you reached the right person. That kind of experience can leave anyone feeling drained and disappointed.
Your experience highlights challenges around guidance, digital support tools, and call routing, and this feedback will be submitted to our Service Quality Team for review so we can identify where the process created unnecessary effort and how it can be improved. Situations like this should be straightforward, and the journey to resolution should match that expectation.
If you still require assistance with this matter, you’re welcome to reach out via a private message on Hello Peter, where we can continue assisting.
We’re focused on strengthening the overall support experience so tasks like this are quicker and easier to complete going forward.
Kind regards,
Mweb Team