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Craig C
1 reviews | Active since Apr 2026
13 Apr 2026, 11:47
Have been with mweb for several years and have always had trouble free service from them
Have been with mweb for several years and have always had trouble free service from them. Recently required their support with a product. Calling them at various times of the day, resulted in long queues and not successful. Then tried the live chat which also took a long time, however managed to get the issues resolved. Would suggest they match their customer support team in line with their customers base. Another option would be to improve the self-help function, as this app doesn’t work that well. Thx, Craig
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Mweb's replyOfficial
13 Apr 2026, 12:05Hi Craig,
We really appreciate you taking the time to share this, especially as a long-standing customer who’s had a generally trouble-free experience over the years.
We hear you clearly on the recent support challenges, particularly the long call queues and delays on live chat, before you were eventually able to get things resolved. While it’s great that the issue was ultimately sorted, the effort required to get there clearly wasn’t the smooth experience you’ve come to expect.
Your point about aligning support capacity with customer demand is well made, and the feedback around improving the self-help experience and app functionality is especially valuable. When customers turn to digital support first, it needs to be fast, intuitive, and reliable, not another hurdle.
A few practical tips while we’re here
If you ever need a quicker resolution in the future, these can help reduce wait time:
- Use live chat earlier in the day when queues are typically lighter
- Have your account details ready upfront to speed up verification
- Check the self-help guides for common fixes like password resets, line checks, or service status updates (these are often faster than queue-based support when working well). Link: https://help.mweb.co.za/
We’re also feeding your feedback into our support experience teams, especially around queue management and improving the self-service journey, so more issues can be resolved without waiting for an agent.
Really glad we could get your issue resolved in the end, and we appreciate you sticking with us while highlighting where we need to do better.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Mweb's reply13 Apr 2026, 12:05
Official
Hi Craig,
We really appreciate you taking the time to share this, especially as a long-standing customer who’s had a generally trouble-free experience over the years.
We hear you clearly on the recent support challenges, particularly the long call queues and delays on live chat, before you were eventually able to get things resolved. While it’s great that the issue was ultimately sorted, the effort required to get there clearly wasn’t the smooth experience you’ve come to expect.
Your point about aligning support capacity with customer demand is well made, and the feedback around improving the self-help experience and app functionality is especially valuable. When customers turn to digital support first, it needs to be fast, intuitive, and reliable, not another hurdle.
A few practical tips while we’re here
If you ever need a quicker resolution in the future, these can help reduce wait time:
- Use live chat earlier in the day when queues are typically lighter
- Have your account details ready upfront to speed up verification
- Check the self-help guides for common fixes like password resets, line checks, or service status updates (these are often faster than queue-based support when working well). Link: https://help.mweb.co.za/
We’re also feeding your feedback into our support experience teams, especially around queue management and improving the self-service journey, so more issues can be resolved without waiting for an agent.
Really glad we could get your issue resolved in the end, and we appreciate you sticking with us while highlighting where we need to do better.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team