Extremely poor ISP service

We are extremely disappointed with how MWEB has handled our fibre account and ongoing installation issues.

Since migrating to MWEB Frogfoot fibre, we have experienced repeated service failures due to what is clearly a substandard and unsecured installation. The conduit and fibre were installed next to our swimming pool without being properly secured. The installation was fundamentally flawed.

To prevent further damage and ensure safety for our family, we personally excavated and re-routed the conduit at our own cost. This was never our responsibility — we did so to mitigate risks created by the original installation.

Inside our home, the fibre remains unsecured in the ceiling. During a geyser emergency, this created a dangerous situation when access to the ceiling was required. This was entirely avoidable with proper installation standards.

Following a recent repair, MWEB debited an amount exceeding four times our normal monthly subscription — without prior notice, authorisation, or invoice. The debit exceeded available funds and resulted in bank penalty charges. Despite raising this immediately, our account has now been suspended — even though we are paid up for February.

Over the past three weeks we have spent hours on calls, repeating the same explanation to multiple agents. We were promised callbacks and investigations that never materialised. When we disputed Frogfoot’s feedback, the ticket was simply closed.

As the ISP, MWEB is our contractual service provider and remains responsible for managing faults and coordinating with the Fibre Network Operator. Closing tickets without proper resolution and passing liability to the customer for faulty installation is unacceptable.

Our position: • We will pay only for actual usage (December, January, February) at standard authorised rates. • We do not accept liability for repairs resulting from defective installation. • The unauthorised debit has been reversed through our bank after all attempts to resolve directly failed. • We require written confirmation of billing adjustments, reinstatement (if applicable), and infrastructure removal.

We expect transparent billing, competent installation oversight, and accountable service management.

This matter remains unresolved.