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Zanele N
1 reviews | Active since Apr 2018
08 May 2026, 10:01
I am extremely disappointed with the service I have been receiving from MWEB
I am extremely disappointed with the service I have been receiving from MWEB. Firstly, the fiber coverage in my home is very poor. I app**** for 5GHz connectivity, but for it to work I literally have to stand next to the router. The moment I move to another room, the signal disappears completely. Only the 2.4GHz connection works properly throughout the house, which defeats the purpose of paying for 5GHz service. Secondly, I signed up for a contract of R430 per month, yet for consecutive months I have been billed over R500 without any proper explanation. Lastly, the customer service waiting times are unacceptable. Every call involves holding for over 20 minutes before getting assistance. Customers do not have the time or patience for this. MWEB seriously needs to improve its support staff capacity and service delivery. Very disappointing experience overall.
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Replies (3)
Mweb's replyOfficial
08 May 2026, 10:20Hi Zanele, we hear your frustration, especially around the WiFi coverage and the time it’s taking to get support when you need it. We also see that you’ve already spoken with our Billing Team, and the billing setup and charges were explained during that interaction.
On the WiFi side, what you’re experiencing with 5GHz is actually related to how that frequency works. 5GHz delivers faster speeds but has a shorter range and struggles more with walls and distance compared to 2.4GHz, which is why it drops when you move further away from the router. 2.4GHz will typically give you wider home coverage, while 5GHz performs best closer to the router.
To improve your experience, you can try the following:
- Place the router in a central, open area (not enclosed or on the floor)
- Keep it away from thick walls and large appliances
- Position it slightly higher for better signal distribution
- Consider a WiFi extender or mesh system if your home is larger to improve 5GHz reach
We also hear your concerns around support wait times, and that feedback has been noted for review.
Please try the steps above and let us know if the issue continues, we’ll be happy to assist further if needed.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply08 May 2026, 10:20
Official
Hi Zanele, we hear your frustration, especially around the WiFi coverage and the time it’s taking to get support when you need it. We also see that you’ve already spoken with our Billing Team, and the billing setup and charges were explained during that interaction.
On the WiFi side, what you’re experiencing with 5GHz is actually related to how that frequency works. 5GHz delivers faster speeds but has a shorter range and struggles more with walls and distance compared to 2.4GHz, which is why it drops when you move further away from the router. 2.4GHz will typically give you wider home coverage, while 5GHz performs best closer to the router.
To improve your experience, you can try the following:
- Place the router in a central, open area (not enclosed or on the floor)
- Keep it away from thick walls and large appliances
- Position it slightly higher for better signal distribution
- Consider a WiFi extender or mesh system if your home is larger to improve 5GHz reach
We also hear your concerns around support wait times, and that feedback has been noted for review.
Please try the steps above and let us know if the issue continues, we’ll be happy to assist further if needed.
Kind regards,
The Mweb Team
The Mweb Team
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Zanele N's updateReviewer Update
08 May 2026, 10:41Hi MWEB Team, thank you for your response.
With regards to billing, the additional charges were never clearly communicated to me, which is exactly why I am raisin the concern. I only agreed and signed up for a R430 package, not a single cent more. If there were additional costs involved, this should have been properly explained from the beginning and reflected transparently.
Secondly, it is quite frustrating that I am now being advised to purchase extenders and additional equipment in order to get proper coverage. None of this was mentioned to me by the installation team or by the call centre agent when I signed up for the contract, nor during the previous times I reported the same issue. Had this information been communicated upfront, I would have made a more informed decision.
I am also not technically versed in these installations. There are cables connected between the router and the other device, and I genuinely do not know which equipment is supposed to be moved or adjusted. As a paying customer, I would appreciate it if MWEB could send a technician or agent to properly assess and assist with the setup instead of expecting me to troubleshoot this on my own.
Kind regards, a frustrated customer.
ZN
Zanele N's update08 May 2026, 10:41
Reviewer Update
Hi MWEB Team, thank you for your response.
With regards to billing, the additional charges were never clearly communicated to me, which is exactly why I am raisin the concern. I only agreed and signed up for a R430 package, not a single cent more. If there were additional costs involved, this should have been properly explained from the beginning and reflected transparently.
Secondly, it is quite frustrating that I am now being advised to purchase extenders and additional equipment in order to get proper coverage. None of this was mentioned to me by the installation team or by the call centre agent when I signed up for the contract, nor during the previous times I reported the same issue. Had this information been communicated upfront, I would have made a more informed decision.
I am also not technically versed in these installations. There are cables connected between the router and the other device, and I genuinely do not know which equipment is supposed to be moved or adjusted. As a paying customer, I would appreciate it if MWEB could send a technician or agent to properly assess and assist with the setup instead of expecting me to troubleshoot this on my own.
Kind regards, a frustrated customer.
Mweb's replyOfficial
08 May 2026, 11:45Hi Zanele, thank you for taking the time to explain this so clearly, we hear your frustration, especially around not feeling fully informed at the point of sign-up and now being left to troubleshoot a setup that wasn’t properly explained or handed over.
We also acknowledge your concern regarding the billing side. We’ve requested our Billing Team to review your account and come back with a clear explanation so you have full visibility on the charges linked to your package.
On the connection and coverage issue, we are also logging this with our Technical Support Team to investigate your setup and assist further. Given what you’ve described (including the cabling and uncer*****y around the equipment), we will ensure this is reviewed properly so you’re not expected to resolve it on your own.
We understand your request for hands-on assistance, and the technical team will assess the situation and advise on the most appropriate support path once they’ve reviewed your setup.
We’ll ensure both teams come back to you with clear, structured feedback so you’re not left without answers.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply08 May 2026, 11:45
Official
Hi Zanele, thank you for taking the time to explain this so clearly, we hear your frustration, especially around not feeling fully informed at the point of sign-up and now being left to troubleshoot a setup that wasn’t properly explained or handed over.
We also acknowledge your concern regarding the billing side. We’ve requested our Billing Team to review your account and come back with a clear explanation so you have full visibility on the charges linked to your package.
On the connection and coverage issue, we are also logging this with our Technical Support Team to investigate your setup and assist further. Given what you’ve described (including the cabling and uncer*****y around the equipment), we will ensure this is reviewed properly so you’re not expected to resolve it on your own.
We understand your request for hands-on assistance, and the technical team will assess the situation and advise on the most appropriate support path once they’ve reviewed your setup.
We’ll ensure both teams come back to you with clear, structured feedback so you’re not left without answers.
Kind regards,
The Mweb Team
The Mweb Team