SK
Shaakira K
1 reviews | Active since Oct 2018
01 Jun 2026, 16:01
I haven't had an issue with mweb however their customer service desk is appalling
I haven't had an issue with mweb however their customer service desk is appalling. They push the live chat instead of calling in. I logged a chat at 13:30, response received at 14:34 referred to another department and now still waiting it's 4pm
Helpful (0)
Replies (7)0
Replies (7)
Mweb's replyOfficial
01 Jun 2026, 16:07Hi Shaakira,
We understand how frustrating it is to wait such a long time on live chat, especially when you are trying to get assistance and expect a timely response. This is not how support should feel, and it clearly falls short of the experience we aim to provide.
We would like the opportunity to assist and get this resolved for you. Please send us a direct message on Hello Peter with a brief description of the issue you need help with, and our team will take a closer look and make sure the right support is provided.
Kind regards,
Mweb Team
We understand how frustrating it is to wait such a long time on live chat, especially when you are trying to get assistance and expect a timely response. This is not how support should feel, and it clearly falls short of the experience we aim to provide.
We would like the opportunity to assist and get this resolved for you. Please send us a direct message on Hello Peter with a brief description of the issue you need help with, and our team will take a closer look and make sure the right support is provided.
Kind regards,
Mweb Team
Mweb's reply01 Jun 2026, 16:07
Official
Hi Shaakira,
We understand how frustrating it is to wait such a long time on live chat, especially when you are trying to get assistance and expect a timely response. This is not how support should feel, and it clearly falls short of the experience we aim to provide.
We would like the opportunity to assist and get this resolved for you. Please send us a direct message on Hello Peter with a brief description of the issue you need help with, and our team will take a closer look and make sure the right support is provided.
Kind regards,
Mweb Team
We understand how frustrating it is to wait such a long time on live chat, especially when you are trying to get assistance and expect a timely response. This is not how support should feel, and it clearly falls short of the experience we aim to provide.
We would like the opportunity to assist and get this resolved for you. Please send us a direct message on Hello Peter with a brief description of the issue you need help with, and our team will take a closer look and make sure the right support is provided.
Kind regards,
Mweb Team
SK
Shaakira K's updateReviewer Update
09 Jun 2026, 12:55The service through the live chat is terrible. I was shuffled between 3 people just to get an answer.
On 29th May I logged a ticket to with no internet, it was logged as a fault by mweb I have the reference. I heard nothing back from mweb for a week. I contacted Vumatel directly and they got it sorted out yesterday the 8th of June. I was without internet for over a week with no feedback from mweb. During the course of this over a week with no internet I received a cancellation of line notice which I queried it, it took your live chat from 1:30pm to 17:30 pm shuffled between 3 people just to tell me it was a message sent in error.
I have been with mweb since 2017 if I recall correct however over this last 2 years service and support has become very bad and has got me considering moving my account elsewhere. Last time I had no internet for over a week I was refused a credit to my account even though it was a break in the cable 200m down the road and it was reported in time. I pay my account on time and I expect there to be internet and for resolutions to problems to be in a timely manner. I'm pretty sure when I ask for a credit from 29th may to 8 June I will be told not allowed again.
On 29th May I logged a ticket to with no internet, it was logged as a fault by mweb I have the reference. I heard nothing back from mweb for a week. I contacted Vumatel directly and they got it sorted out yesterday the 8th of June. I was without internet for over a week with no feedback from mweb. During the course of this over a week with no internet I received a cancellation of line notice which I queried it, it took your live chat from 1:30pm to 17:30 pm shuffled between 3 people just to tell me it was a message sent in error.
I have been with mweb since 2017 if I recall correct however over this last 2 years service and support has become very bad and has got me considering moving my account elsewhere. Last time I had no internet for over a week I was refused a credit to my account even though it was a break in the cable 200m down the road and it was reported in time. I pay my account on time and I expect there to be internet and for resolutions to problems to be in a timely manner. I'm pretty sure when I ask for a credit from 29th may to 8 June I will be told not allowed again.
SK
Shaakira K's update09 Jun 2026, 12:55
Reviewer Update
The service through the live chat is terrible. I was shuffled between 3 people just to get an answer.
On 29th May I logged a ticket to with no internet, it was logged as a fault by mweb I have the reference. I heard nothing back from mweb for a week. I contacted Vumatel directly and they got it sorted out yesterday the 8th of June. I was without internet for over a week with no feedback from mweb. During the course of this over a week with no internet I received a cancellation of line notice which I queried it, it took your live chat from 1:30pm to 17:30 pm shuffled between 3 people just to tell me it was a message sent in error.
I have been with mweb since 2017 if I recall correct however over this last 2 years service and support has become very bad and has got me considering moving my account elsewhere. Last time I had no internet for over a week I was refused a credit to my account even though it was a break in the cable 200m down the road and it was reported in time. I pay my account on time and I expect there to be internet and for resolutions to problems to be in a timely manner. I'm pretty sure when I ask for a credit from 29th may to 8 June I will be told not allowed again.
On 29th May I logged a ticket to with no internet, it was logged as a fault by mweb I have the reference. I heard nothing back from mweb for a week. I contacted Vumatel directly and they got it sorted out yesterday the 8th of June. I was without internet for over a week with no feedback from mweb. During the course of this over a week with no internet I received a cancellation of line notice which I queried it, it took your live chat from 1:30pm to 17:30 pm shuffled between 3 people just to tell me it was a message sent in error.
I have been with mweb since 2017 if I recall correct however over this last 2 years service and support has become very bad and has got me considering moving my account elsewhere. Last time I had no internet for over a week I was refused a credit to my account even though it was a break in the cable 200m down the road and it was reported in time. I pay my account on time and I expect there to be internet and for resolutions to problems to be in a timely manner. I'm pretty sure when I ask for a credit from 29th may to 8 June I will be told not allowed again.
SK
Shaakira K's updateReviewer Update
09 Jun 2026, 18:24My service was connected after I reached out to vumatel directly instead of through my isp who should have sorted this out on the 29th of may when I logged it. On 8 June I sent 3 messages to vumatel with the problem and my details at 2pm and my line was connected and back on line by 3:30pm same day. Mweb service logged a ticket on the 29th and made no efforts further for a week. I sat without any connection from the 29th of may to the 8th of June if I hadn't contacted Vumatel directly I probably would still be sitting without connection waiting for mweb my isp that gets my payment every month without fail to sort it out.
Your live chat support agents need to treat customers like they matter and that their time matters. That or you don't have enough agents to ensure the chat works as it should.
The only way you can help me now is to do better with your support centre.
Your live chat support agents need to treat customers like they matter and that their time matters. That or you don't have enough agents to ensure the chat works as it should.
The only way you can help me now is to do better with your support centre.
SK
Shaakira K's update09 Jun 2026, 18:24
Reviewer Update
My service was connected after I reached out to vumatel directly instead of through my isp who should have sorted this out on the 29th of may when I logged it. On 8 June I sent 3 messages to vumatel with the problem and my details at 2pm and my line was connected and back on line by 3:30pm same day. Mweb service logged a ticket on the 29th and made no efforts further for a week. I sat without any connection from the 29th of may to the 8th of June if I hadn't contacted Vumatel directly I probably would still be sitting without connection waiting for mweb my isp that gets my payment every month without fail to sort it out.
Your live chat support agents need to treat customers like they matter and that their time matters. That or you don't have enough agents to ensure the chat works as it should.
The only way you can help me now is to do better with your support centre.
Your live chat support agents need to treat customers like they matter and that their time matters. That or you don't have enough agents to ensure the chat works as it should.
The only way you can help me now is to do better with your support centre.
Mweb's replyOfficial
10 Jun 2026, 10:45Hi Shaakira,
We hear your frustration clearly, especially around the delay from 29 May to 8 June and the impact of having no connectivity during that time while still needing to escalate directly to Vumatel to get the service restored within hours. That gap in follow-up and communication from our side is not the standard we aim to deliver, and we understand the inconvenience it caused you.We also take your feedback regarding our live chat support seriously. When customers are unable to get timely assistance or feel that their time is not being valued, that points to an area that needs urgent attention and improvement.We will flag all of this feedback with the relevant teams for review, including the handling of your open ticket, the lack of proactive follow-up during the outage period, and your experience across our support channels. This will be used to address gaps in process and responsiveness.We appreciate you bringing this to our attention, and we will ensure it is properly escalated so it contributes to improving the overall support experience going forward.Kind regards,
The Mweb Team
We hear your frustration clearly, especially around the delay from 29 May to 8 June and the impact of having no connectivity during that time while still needing to escalate directly to Vumatel to get the service restored within hours. That gap in follow-up and communication from our side is not the standard we aim to deliver, and we understand the inconvenience it caused you.We also take your feedback regarding our live chat support seriously. When customers are unable to get timely assistance or feel that their time is not being valued, that points to an area that needs urgent attention and improvement.We will flag all of this feedback with the relevant teams for review, including the handling of your open ticket, the lack of proactive follow-up during the outage period, and your experience across our support channels. This will be used to address gaps in process and responsiveness.We appreciate you bringing this to our attention, and we will ensure it is properly escalated so it contributes to improving the overall support experience going forward.Kind regards,
The Mweb Team
Mweb's reply10 Jun 2026, 10:45
Official
Hi Shaakira,
We hear your frustration clearly, especially around the delay from 29 May to 8 June and the impact of having no connectivity during that time while still needing to escalate directly to Vumatel to get the service restored within hours. That gap in follow-up and communication from our side is not the standard we aim to deliver, and we understand the inconvenience it caused you.We also take your feedback regarding our live chat support seriously. When customers are unable to get timely assistance or feel that their time is not being valued, that points to an area that needs urgent attention and improvement.We will flag all of this feedback with the relevant teams for review, including the handling of your open ticket, the lack of proactive follow-up during the outage period, and your experience across our support channels. This will be used to address gaps in process and responsiveness.We appreciate you bringing this to our attention, and we will ensure it is properly escalated so it contributes to improving the overall support experience going forward.Kind regards,
The Mweb Team
We hear your frustration clearly, especially around the delay from 29 May to 8 June and the impact of having no connectivity during that time while still needing to escalate directly to Vumatel to get the service restored within hours. That gap in follow-up and communication from our side is not the standard we aim to deliver, and we understand the inconvenience it caused you.We also take your feedback regarding our live chat support seriously. When customers are unable to get timely assistance or feel that their time is not being valued, that points to an area that needs urgent attention and improvement.We will flag all of this feedback with the relevant teams for review, including the handling of your open ticket, the lack of proactive follow-up during the outage period, and your experience across our support channels. This will be used to address gaps in process and responsiveness.We appreciate you bringing this to our attention, and we will ensure it is properly escalated so it contributes to improving the overall support experience going forward.Kind regards,
The Mweb Team
SK
Shaakira K's updateReviewer Update
21 Jun 2026, 18:3329 may to 8 June no internet 16 and 17th June no internet 21 June no internet what the hell mweb!!!!! Honestly what is your purpose only to take money? I am now at my wits end with mweb what is the issue and the problem because this is INSANE! I AM PAYING FOR THE SERVICE ITS NOT A FAVOUR! Mweb becoming government pay pay pay no service given how many times do I need to log faults because it's weekly now fix the damn thing properly!
SK
Shaakira K's update21 Jun 2026, 18:33
Reviewer Update
29 may to 8 June no internet 16 and 17th June no internet 21 June no internet what the hell mweb!!!!! Honestly what is your purpose only to take money? I am now at my wits end with mweb what is the issue and the problem because this is INSANE! I AM PAYING FOR THE SERVICE ITS NOT A FAVOUR! Mweb becoming government pay pay pay no service given how many times do I need to log faults because it's weekly now fix the damn thing properly!
SK
Shaakira K's updateReviewer Update
21 Jun 2026, 18:34And I want a refund for every day I didn't have internet because it's been more off than on.
SK
Shaakira K's update21 Jun 2026, 18:34
Reviewer Update
And I want a refund for every day I didn't have internet because it's been more off than on.
Mweb's replyOfficial
22 Jun 2026, 13:44Hi Shaakira,
We understand how frustrating it must be to experience repeated connectivity issues over multiple days, especially when your service is expected to be stable and reliable. This has clearly affected your experience more than once, and it’s understandable that you’re feeling fed up.
We can confirm that the fault has been resolved on the network side and connectivity has been restored. To ensure your service comes back up on your side as well, please perform a restart of your router and allow a few minutes for the connection to re-establish before testing again.
If your connection is still not working after the restart or continues to drop, please let us know here and we will take it forward immediately to ensure it is stabilised properly.
Kind regards,
Mweb Team
We understand how frustrating it must be to experience repeated connectivity issues over multiple days, especially when your service is expected to be stable and reliable. This has clearly affected your experience more than once, and it’s understandable that you’re feeling fed up.
We can confirm that the fault has been resolved on the network side and connectivity has been restored. To ensure your service comes back up on your side as well, please perform a restart of your router and allow a few minutes for the connection to re-establish before testing again.
If your connection is still not working after the restart or continues to drop, please let us know here and we will take it forward immediately to ensure it is stabilised properly.
Kind regards,
Mweb Team
Mweb's reply22 Jun 2026, 13:44
Official
Hi Shaakira,
We understand how frustrating it must be to experience repeated connectivity issues over multiple days, especially when your service is expected to be stable and reliable. This has clearly affected your experience more than once, and it’s understandable that you’re feeling fed up.
We can confirm that the fault has been resolved on the network side and connectivity has been restored. To ensure your service comes back up on your side as well, please perform a restart of your router and allow a few minutes for the connection to re-establish before testing again.
If your connection is still not working after the restart or continues to drop, please let us know here and we will take it forward immediately to ensure it is stabilised properly.
Kind regards,
Mweb Team
We understand how frustrating it must be to experience repeated connectivity issues over multiple days, especially when your service is expected to be stable and reliable. This has clearly affected your experience more than once, and it’s understandable that you’re feeling fed up.
We can confirm that the fault has been resolved on the network side and connectivity has been restored. To ensure your service comes back up on your side as well, please perform a restart of your router and allow a few minutes for the connection to re-establish before testing again.
If your connection is still not working after the restart or continues to drop, please let us know here and we will take it forward immediately to ensure it is stabilised properly.
Kind regards,
Mweb Team