LS
Lenny S
1 reviews | Active since Aug 2023
03 Jun 2026, 17:03
Good riddens mweb.
Requested a cancellation with mweb in May and they confirmed on email that it would be effective on 1 July. So I made arrangements with my new provider to get my installation and activation done on 30th June. However, On 1 June we wake up to no internet. Called the customer centre on the same day and was caller number 11, but still held for 1 hour 40 minutes before someone answered, only to inform me that it is an error and it should have been cancelled on 1 July as per the note on the system, but they would get someone to call me the next morning to reactivate my line for June - but no one contacted me. They deactivated me a month earlier. Wrote an email and no response in 2 days. My kids missed online classes and cost me few hundred Rands for mobile data to keep us connected. Contacted my new provider for assistance on the afternoon of 2nd June to ask for assistance to expedite my connection. My installation was done within 21 HOURS of this request to move my service in a month earlier - what a breath of fresh air. Still no one cared to get back to me from mweb after 3 days. Good riddens mweb.
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Replies (2)LS
Lenny S's updateReviewer Update
03 Jun 2026, 17:05Oh! now I just checked and saw that they still debited me!!!!!!!!!
LS
Lenny S's update03 Jun 2026, 17:05
Reviewer Update
Oh! now I just checked and saw that they still debited me!!!!!!!!!
Mweb's replyOfficial
03 Jun 2026, 17:16 Hello Lenny We’ve carefully reviewed your feedback, and it’s clear how disruptive this experience has been, especially with the early disconnection, the time spent trying to reach support, and the impact on your household connectivity. That sequence of events is not aligned with the standard we aim to deliver. We’ve escalated your review directly to our Retentions team for a full assessment of the timeline, billing impact, and next steps. They will be in touch to provide clear feedback and ensure that any outstanding matters are addressed properly. Your experience matters, and this has been raised with the appropriate teams to ensure better consistency and accountability going forward.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,
Mweb's reply03 Jun 2026, 17:16
Official
Hello Lenny We’ve carefully reviewed your feedback, and it’s clear how disruptive this experience has been, especially with the early disconnection, the time spent trying to reach support, and the impact on your household connectivity. That sequence of events is not aligned with the standard we aim to deliver. We’ve escalated your review directly to our Retentions team for a full assessment of the timeline, billing impact, and next steps. They will be in touch to provide clear feedback and ensure that any outstanding matters are addressed properly. Your experience matters, and this has been raised with the appropriate teams to ensure better consistency and accountability going forward.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,