Extremely poor support experience – unresolved fault, dropped calls and inability to cancel

Extremely poor support experience – unresolved fault, dropped calls and inability to cancel

I have been an MWEB customer since September 2025, but following my experience this week I have decided that I no longer wish to continue with the service.

My internet connection has been down since the weekend. I have already completed troubleshooting with MWEB support, and I was advised that the issue needed to be logged as a fault.

This is now the second time since Monday that a fault I logged for the loss of internet connectivity has been closed without the problem being resolved. I was not contacted and nobody visited my property to investigate the problem. Each time the fault is closed, I understand that I then have to effectively restart the fault-resolution process, with another 3–6 working day period. This is extremely disruptive, particularly because both my wife and I work from home.

While I was dealing with MWEB's support team through the MWEB app live chat, I was also making telephone calls to MWEB. I deliberately used both channels simultaneously because, based on my previous experience, I was concerned that either a call might be dropped or the chat might be disconnected, leaving me having to start the process all over again.

On my first telephone attempt, I waited approximately 26 minutes before an agent eventually answered, only for the call to be dropped.

I called again and eventually spoke to Fatima from Customer Services. I would like to acknowledge that Fatima was helpful and professional. When I explained that the extended calls were depleting my airtime, she offered to call me back, which she did.

Unfortunately, when she called me back, she transferred me to the Retentions team. I then remained in the queue for nearly an hour, despite the automated system indicating that I was first in the queue. I was never connected to an agent and eventually had no choice but to give up.

At the same time, I was continuing with the MWEB live chat in an attempt to get the technical fault resolved.

The chat initially connected me with an agent named Brandon. I explained that this was the second fault since Monday that had been closed without resolution, and that I had already spent considerable time troubleshooting the previous day. Brandon proceeded with some additional checks, including asking me to restart the ONT and router and confirm the Ethernet connections. I cooperated with all of these requests.

During the chat, however, I was suddenly transferred between agents. I went from speaking with Brandon to being addressed by another agent, Tebogo, without a proper handover. I had to ask whether Brandon was still assisting me and whether I was expected to explain the entire situation again.

I was understandably frustrated and asked Tebogo to read the conversation above rather than requiring me to repeat everything.

I was then asked to provide my name, surname, email address, telephone number and ID number.

What particularly frustrated me was that I was already logged into the MWEB app when I initiated the support chat. The support system had already identified my MWEB/Openserve service and displayed the open fault I was contacting them about. Nevertheless, I was asked to provide all of my details again.

After I provided them, Tebogo confirmed that I was not showing as an MWEB customer on his side.

This was extremely concerning and confusing. I was actively logged into the MWEB app, using MWEB's own support chat, and the system had displayed my MWEB/Openserve service and existing fault. Yet the agent assisting me could not apparently locate me as an MWEB customer.

I am not alleging that there has been a security breach, because I do not have enough information to make that claim. However, this raises a serious concern about whether MWEB's support systems are correctly identifying and linking customers to their services and whether customer information is being properly managed between the different support platforms.

After all of this, I have reached the point where I no longer want to continue with MWEB.

I would therefore like MWEB to:

Confirm receipt of this complaint. Confirm that my cancellation request has been received and processed. Confirm the effective cancellation date and any legitimate final amount owing with an emended bill excluding any costs since the fault was reported and no service received. Ensure that I am not billed for services after the appropriate cancellation date. Explain why the previous faults were closed without the issue being resolved or confirmed with me. Investigate why I was unable to be identified as an MWEB customer while I was logged into the MWEB app and using MWEB's own support channel. Review the handling of my telephone and live-chat interactions, including the dropped call, prolonged Retentions queue and lack of proper handover between chat agents.

I would specifically like to commend Fatima from Customer Services for being helpful and for calling me back when I explained that the calls were depleting my airtime. Unfortunately, the subsequent transfer to Retentions resulted in another extremely long wait and I was ultimately unable to speak to anyone.

This complaint is not simply about having an internet outage. It is about the repeated failure to resolve the fault, faults being closed without resolution, excessive waiting times, a dropped support call, poor handover between support agents, and an inability to obtain straightforward assistance with cancelling my service.

I have made considerable efforts to resolve this through multiple MWEB support channels. At this stage, I simply want my cancellation handled efficiently and correctly.