K
Kev
1 reviews | Active since Feb 2024
09 Sept 2026, 20:24
Fibre never activated — cancellation being ignored, agents not following through
Mweb installed fibre at my address on Saturday 29 August (account ***0). The technician told us to call in to get it activated. Since then we have called every single day, waiting for hours with no one picking up. On live chat, choosing support and billing gets no agent assistance. When I finally did get through to an agent named Lizo, he said he would transfer me to the cancellation department. Nothing happened, no cancellation, no follow up. I have also emailed *** and *** with no response. I have never had a working connection and I am being held hostage, unable to use the service and unable to cancel it. I want this account cancelled immediately and the R249 already paid refunded. Account number ***0, Network Provider Identifier B***.
Helpful (0)
Replies (6)0
Replies (6)K
Kev's updateReviewer Update
09 Sept 2026, 20:24I feel like you are holding customer hostage for wanting to cancel
K
Kev's update09 Sept 2026, 20:24
Reviewer Update
I feel like you are holding customer hostage for wanting to cancel
Mweb's replyOfficial
10 Sept 2026, 09:21Hi Kev,
We understand how frustrating this has been, especially after your repeated attempts to get the matter resolved.We’ve logged this with the relevant team to assist with your cancellation request and the matter raised. They will review the query and assist further.Kind regards,
The Mweb Team
We understand how frustrating this has been, especially after your repeated attempts to get the matter resolved.We’ve logged this with the relevant team to assist with your cancellation request and the matter raised. They will review the query and assist further.Kind regards,
The Mweb Team
Mweb's reply10 Sept 2026, 09:21
Official
Hi Kev,
We understand how frustrating this has been, especially after your repeated attempts to get the matter resolved.We’ve logged this with the relevant team to assist with your cancellation request and the matter raised. They will review the query and assist further.Kind regards,
The Mweb Team
We understand how frustrating this has been, especially after your repeated attempts to get the matter resolved.We’ve logged this with the relevant team to assist with your cancellation request and the matter raised. They will review the query and assist further.Kind regards,
The Mweb Team
K
Kev's updateReviewer Update
10 Sept 2026, 15:08I haven’t received any feedback. How long should I expect to get assistance?
K
Kev's update10 Sept 2026, 15:08
Reviewer Update
I haven’t received any feedback. How long should I expect to get assistance?
Mweb's replyOfficial
10 Sept 2026, 15:30Hi Kev
We have logged an urgent follow up with the relevant teams and will continue to be here for you for any updates on the above.
Kind regards,
The Mweb Team
We have logged an urgent follow up with the relevant teams and will continue to be here for you for any updates on the above.
Kind regards,
The Mweb Team
Mweb's reply10 Sept 2026, 15:30
Official
Hi Kev
We have logged an urgent follow up with the relevant teams and will continue to be here for you for any updates on the above.
Kind regards,
The Mweb Team
We have logged an urgent follow up with the relevant teams and will continue to be here for you for any updates on the above.
Kind regards,
The Mweb Team
K
Kev's updateReviewer Update
11 Sept 2026, 15:39Update: Dean, a technical specialist, called me and worked through the router setup and troubleshooting with me. The WiFi is now working after weeks of no connection. I appreciate Dean personally resolving this, though it shouldn’t have taken this long and this much public escalation to get a response. Thank you for finally getting someone to assist.
K
Kev's update11 Sept 2026, 15:39
Reviewer Update
Update: Dean, a technical specialist, called me and worked through the router setup and troubleshooting with me. The WiFi is now working after weeks of no connection. I appreciate Dean personally resolving this, though it shouldn’t have taken this long and this much public escalation to get a response. Thank you for finally getting someone to assist.
Mweb's replyOfficial
11 Sept 2026, 15:58Hello Kev,Thank you for taking the time to provide an update. We're pleased to hear that Dean was able to assist you with the router setup and troubleshooting, and that your WiFi connection is now working after such a prolonged period without service. We completely understand your concerns regarding the time it took to reach a resolution. Your feedback regarding the support journey and overall experience is important to us and will be shared with our Service Quality Team for review and improvement.
Kind regards,
Mweb Team
Kind regards,
Mweb Team
Mweb's reply11 Sept 2026, 15:58
Official
Hello Kev,Thank you for taking the time to provide an update. We're pleased to hear that Dean was able to assist you with the router setup and troubleshooting, and that your WiFi connection is now working after such a prolonged period without service. We completely understand your concerns regarding the time it took to reach a resolution. Your feedback regarding the support journey and overall experience is important to us and will be shared with our Service Quality Team for review and improvement.
Kind regards,
Mweb Team
Kind regards,
Mweb Team