DJ
Denton J
1 reviews | Active since Jan 2010
02 Jun 2026, 11:23
Lack of support
I think that 2 is a generous rating. I have tried for two days to connect with their technical support. After waiting for 2.5 hours yesterday Simone finally came back to me, but I was out and could not respond. Tried again today and have been waiting since 9:48 for someone to respond. The time is now 11:21! They need to do something about assisting clients and not have them wait all day for a response.
Helpful (0)
Replies (11)0
Replies (11)
Mweb's replyOfficial
02 Jun 2026, 11:33Profile ***
Hello Denton We can see how frustrating this has been, especially after setting aside time over two days and still not getting the support you needed. Waiting that long for assistance, only to miss the response and then start over again, is far from the smooth experience we aim to deliver. Your feedback around response times and accessibility is taken seriously. Support should be responsive and reliable, and this highlights a gap we need to close. Please share your registered email address linked to the order via private message so we can take a closer look and assist you directly as a priority. Once we have your details, we will make sure the right team connects with you and sees this through without further delays.
Kind regards,
The Mweb Team
Hello Denton We can see how frustrating this has been, especially after setting aside time over two days and still not getting the support you needed. Waiting that long for assistance, only to miss the response and then start over again, is far from the smooth experience we aim to deliver. Your feedback around response times and accessibility is taken seriously. Support should be responsive and reliable, and this highlights a gap we need to close. Please share your registered email address linked to the order via private message so we can take a closer look and assist you directly as a priority. Once we have your details, we will make sure the right team connects with you and sees this through without further delays.
Kind regards,
The Mweb Team
Mweb's reply02 Jun 2026, 11:33
Official
Profile ***
Hello Denton We can see how frustrating this has been, especially after setting aside time over two days and still not getting the support you needed. Waiting that long for assistance, only to miss the response and then start over again, is far from the smooth experience we aim to deliver. Your feedback around response times and accessibility is taken seriously. Support should be responsive and reliable, and this highlights a gap we need to close. Please share your registered email address linked to the order via private message so we can take a closer look and assist you directly as a priority. Once we have your details, we will make sure the right team connects with you and sees this through without further delays.
Kind regards,
The Mweb Team
Hello Denton We can see how frustrating this has been, especially after setting aside time over two days and still not getting the support you needed. Waiting that long for assistance, only to miss the response and then start over again, is far from the smooth experience we aim to deliver. Your feedback around response times and accessibility is taken seriously. Support should be responsive and reliable, and this highlights a gap we need to close. Please share your registered email address linked to the order via private message so we can take a closer look and assist you directly as a priority. Once we have your details, we will make sure the right team connects with you and sees this through without further delays.
Kind regards,
The Mweb Team
DJ
Denton J's updateReviewer Update
04 Jun 2026, 12:46I just had a great session with Carl from web, what a patient young man. We have identified that the problem is with Vodacom/Vumatel and he will contact them to sort it out. Well done to MWEB for this intervention.
DJ
Denton J's update04 Jun 2026, 12:46
Reviewer Update
I just had a great session with Carl from web, what a patient young man. We have identified that the problem is with Vodacom/Vumatel and he will contact them to sort it out. Well done to MWEB for this intervention.
Mweb's replyOfficial
04 Jun 2026, 12:54Hi Denton,
Thank you for sharing this feedback.We’re really pleased to hear that Carl was able to assist you patiently and help identify the likely source of the issue. It’s encouraging to know that the interaction brought clarity and that the next steps with the upstream provider have been outlined.We appreciate you taking the time to recognise the support you received.Kind regards,
The Mweb Team
Thank you for sharing this feedback.We’re really pleased to hear that Carl was able to assist you patiently and help identify the likely source of the issue. It’s encouraging to know that the interaction brought clarity and that the next steps with the upstream provider have been outlined.We appreciate you taking the time to recognise the support you received.Kind regards,
The Mweb Team
Mweb's reply04 Jun 2026, 12:54
Official
Hi Denton,
Thank you for sharing this feedback.We’re really pleased to hear that Carl was able to assist you patiently and help identify the likely source of the issue. It’s encouraging to know that the interaction brought clarity and that the next steps with the upstream provider have been outlined.We appreciate you taking the time to recognise the support you received.Kind regards,
The Mweb Team
Thank you for sharing this feedback.We’re really pleased to hear that Carl was able to assist you patiently and help identify the likely source of the issue. It’s encouraging to know that the interaction brought clarity and that the next steps with the upstream provider have been outlined.We appreciate you taking the time to recognise the support you received.Kind regards,
The Mweb Team
DJ
Denton J's updateReviewer Update
08 Jun 2026, 15:39We are once again where we were on the 2nd June 2026. Nothing has changed and the speed of my fibre line is still the same. Every time some on creates a fault with Vumatel they close the faults saying that it is resolved, which, of course, it is not. I then tried to contact Mweb to downgrade my service so that I get what I am paying for. This is impossible. I cannot get a sales agent to do anything. All that they do is transfer me to technical support, which I know is useless. I have tried using the WhatsApp facility, I have tried phoning them all with the same result. Maybe they don't really want the business anymore? Just a thought! I am at my whits end I received such good service from Carl, but even that did not result in a resolution!
DJ
Denton J's update08 Jun 2026, 15:39
Reviewer Update
We are once again where we were on the 2nd June 2026. Nothing has changed and the speed of my fibre line is still the same. Every time some on creates a fault with Vumatel they close the faults saying that it is resolved, which, of course, it is not. I then tried to contact Mweb to downgrade my service so that I get what I am paying for. This is impossible. I cannot get a sales agent to do anything. All that they do is transfer me to technical support, which I know is useless. I have tried using the WhatsApp facility, I have tried phoning them all with the same result. Maybe they don't really want the business anymore? Just a thought! I am at my whits end I received such good service from Carl, but even that did not result in a resolution!
Mweb's replyOfficial
08 Jun 2026, 15:44Hello Denton
We can see how exhausting this has been, especially with repeated faults being closed without a clear improvement and the difficulty in getting through for further assistance. That’s not the level of consistency we aim to deliver, and we appreciate you sticking with it this far.To move this forward properly, we need to isolate exactly where the performance drop is happening. These advanced checks help us determine whether the issue sits with the line, the router, or the environment, which is key to holding the network partner accountable with clear evidence.1. Run a wired speed test (Ethernet directly to the router)
This removes WiFi variables like interference and signal loss. If speeds are still low on cable, it strongly indicates a line or network-side issue rather than your home setup.2. Test at different times of day (morning, afternoon, evening)
This helps identify congestion patterns. If speeds drop mainly during peak hours, it points to network saturation in the area, which we escalate differently with the fibre provider.3. Check latency and packet loss (ping test)
Running a continuous ping to a stable server shows if packets are dropping or fluctuating. Even if speeds look acceptable, packet loss will cause buffering, disconnects, and poor performance. This is critical evidence when faults are being incorrectly closed.4. Connect directly to the ONT (bypass the router, if possible)
This is a key isolation test. If performance improves when the router is removed, it confirms the router is the bottleneck or failing. If there is no change, the issue sits upstream on the line or network.5. Confirm WiFi band and signal strength
If you are primarily using WiFi, note whether you’re on 2.4 GHz or 5 GHz and how far you are from the router. Weak signal or interference can halve speeds easily, which often gets mistaken for a line fault.6. Check the number of active devices and background usage
Streaming, updates, and cloud syncing can consume bandwidth silently. Testing with all other devices paused gives a clean benchmark of your actual line performance.Each of these steps gives us concrete, time-stamped evidence. Without this, network partners may incorrectly close faults, but with it, we can escalate with precision and push for a proper resolution.Please share the results of these tests with us via private message. We are here for you.
Kind regards,
The Mweb Team
We can see how exhausting this has been, especially with repeated faults being closed without a clear improvement and the difficulty in getting through for further assistance. That’s not the level of consistency we aim to deliver, and we appreciate you sticking with it this far.To move this forward properly, we need to isolate exactly where the performance drop is happening. These advanced checks help us determine whether the issue sits with the line, the router, or the environment, which is key to holding the network partner accountable with clear evidence.1. Run a wired speed test (Ethernet directly to the router)
This removes WiFi variables like interference and signal loss. If speeds are still low on cable, it strongly indicates a line or network-side issue rather than your home setup.2. Test at different times of day (morning, afternoon, evening)
This helps identify congestion patterns. If speeds drop mainly during peak hours, it points to network saturation in the area, which we escalate differently with the fibre provider.3. Check latency and packet loss (ping test)
Running a continuous ping to a stable server shows if packets are dropping or fluctuating. Even if speeds look acceptable, packet loss will cause buffering, disconnects, and poor performance. This is critical evidence when faults are being incorrectly closed.4. Connect directly to the ONT (bypass the router, if possible)
This is a key isolation test. If performance improves when the router is removed, it confirms the router is the bottleneck or failing. If there is no change, the issue sits upstream on the line or network.5. Confirm WiFi band and signal strength
If you are primarily using WiFi, note whether you’re on 2.4 GHz or 5 GHz and how far you are from the router. Weak signal or interference can halve speeds easily, which often gets mistaken for a line fault.6. Check the number of active devices and background usage
Streaming, updates, and cloud syncing can consume bandwidth silently. Testing with all other devices paused gives a clean benchmark of your actual line performance.Each of these steps gives us concrete, time-stamped evidence. Without this, network partners may incorrectly close faults, but with it, we can escalate with precision and push for a proper resolution.Please share the results of these tests with us via private message. We are here for you.
Kind regards,
The Mweb Team
Mweb's reply08 Jun 2026, 15:44
Official
Hello Denton
We can see how exhausting this has been, especially with repeated faults being closed without a clear improvement and the difficulty in getting through for further assistance. That’s not the level of consistency we aim to deliver, and we appreciate you sticking with it this far.To move this forward properly, we need to isolate exactly where the performance drop is happening. These advanced checks help us determine whether the issue sits with the line, the router, or the environment, which is key to holding the network partner accountable with clear evidence.1. Run a wired speed test (Ethernet directly to the router)
This removes WiFi variables like interference and signal loss. If speeds are still low on cable, it strongly indicates a line or network-side issue rather than your home setup.2. Test at different times of day (morning, afternoon, evening)
This helps identify congestion patterns. If speeds drop mainly during peak hours, it points to network saturation in the area, which we escalate differently with the fibre provider.3. Check latency and packet loss (ping test)
Running a continuous ping to a stable server shows if packets are dropping or fluctuating. Even if speeds look acceptable, packet loss will cause buffering, disconnects, and poor performance. This is critical evidence when faults are being incorrectly closed.4. Connect directly to the ONT (bypass the router, if possible)
This is a key isolation test. If performance improves when the router is removed, it confirms the router is the bottleneck or failing. If there is no change, the issue sits upstream on the line or network.5. Confirm WiFi band and signal strength
If you are primarily using WiFi, note whether you’re on 2.4 GHz or 5 GHz and how far you are from the router. Weak signal or interference can halve speeds easily, which often gets mistaken for a line fault.6. Check the number of active devices and background usage
Streaming, updates, and cloud syncing can consume bandwidth silently. Testing with all other devices paused gives a clean benchmark of your actual line performance.Each of these steps gives us concrete, time-stamped evidence. Without this, network partners may incorrectly close faults, but with it, we can escalate with precision and push for a proper resolution.Please share the results of these tests with us via private message. We are here for you.
Kind regards,
The Mweb Team
We can see how exhausting this has been, especially with repeated faults being closed without a clear improvement and the difficulty in getting through for further assistance. That’s not the level of consistency we aim to deliver, and we appreciate you sticking with it this far.To move this forward properly, we need to isolate exactly where the performance drop is happening. These advanced checks help us determine whether the issue sits with the line, the router, or the environment, which is key to holding the network partner accountable with clear evidence.1. Run a wired speed test (Ethernet directly to the router)
This removes WiFi variables like interference and signal loss. If speeds are still low on cable, it strongly indicates a line or network-side issue rather than your home setup.2. Test at different times of day (morning, afternoon, evening)
This helps identify congestion patterns. If speeds drop mainly during peak hours, it points to network saturation in the area, which we escalate differently with the fibre provider.3. Check latency and packet loss (ping test)
Running a continuous ping to a stable server shows if packets are dropping or fluctuating. Even if speeds look acceptable, packet loss will cause buffering, disconnects, and poor performance. This is critical evidence when faults are being incorrectly closed.4. Connect directly to the ONT (bypass the router, if possible)
This is a key isolation test. If performance improves when the router is removed, it confirms the router is the bottleneck or failing. If there is no change, the issue sits upstream on the line or network.5. Confirm WiFi band and signal strength
If you are primarily using WiFi, note whether you’re on 2.4 GHz or 5 GHz and how far you are from the router. Weak signal or interference can halve speeds easily, which often gets mistaken for a line fault.6. Check the number of active devices and background usage
Streaming, updates, and cloud syncing can consume bandwidth silently. Testing with all other devices paused gives a clean benchmark of your actual line performance.Each of these steps gives us concrete, time-stamped evidence. Without this, network partners may incorrectly close faults, but with it, we can escalate with precision and push for a proper resolution.Please share the results of these tests with us via private message. We are here for you.
Kind regards,
The Mweb Team
DJ
Denton J's updateReviewer Update
08 Jun 2026, 15:55I have done all the above tests with Carl. I am getting to the point of closing my account with you. There is really no point in this if you cannot provide the support that I need. It is a simple thing of getting Vumatel to do their job.
DJ
Denton J's update08 Jun 2026, 15:55
Reviewer Update
I have done all the above tests with Carl. I am getting to the point of closing my account with you. There is really no point in this if you cannot provide the support that I need. It is a simple thing of getting Vumatel to do their job.
Mweb's replyOfficial
08 Jun 2026, 16:15Hello Denton
We have reached out to the team to review the connection performance and advise on the next steps ASAP.
Kind regards,
The Mweb Team
We have reached out to the team to review the connection performance and advise on the next steps ASAP.
Kind regards,
The Mweb Team
Mweb's reply08 Jun 2026, 16:15
Official
Hello Denton
We have reached out to the team to review the connection performance and advise on the next steps ASAP.
Kind regards,
The Mweb Team
We have reached out to the team to review the connection performance and advise on the next steps ASAP.
Kind regards,
The Mweb Team
DJ
Denton J's updateReviewer Update
08 Jun 2026, 16:35All the above tests were conducted with Carl on the 4 June. I do not see how running them again is going to prove anything. The problem remains with Vumatel and needs to be addressed with them. I am of the opinion that you either cannot or will not resolved the problem with them. In the meantime I am paying for something that I am not getting. This is not the service that I expect from you as a customer of many years. I cannot recommend Mweb to anyone. When there is a problem then they are unable/unwilling to help.
DJ
Denton J's update08 Jun 2026, 16:35
Reviewer Update
All the above tests were conducted with Carl on the 4 June. I do not see how running them again is going to prove anything. The problem remains with Vumatel and needs to be addressed with them. I am of the opinion that you either cannot or will not resolved the problem with them. In the meantime I am paying for something that I am not getting. This is not the service that I expect from you as a customer of many years. I cannot recommend Mweb to anyone. When there is a problem then they are unable/unwilling to help.
Mweb's replyOfficial
08 Jun 2026, 16:42Hi Denton,
We understand your frustration, especially given that the same tests were already completed on 4 June and you’re still experiencing the same issue without resolution. We also hear your concern about being billed for a service you’re not currently able to use, and the impact this is having on your experience as a long-standing customer.We have reached out to the team to review the connection performance and engage directly with the relevant fibre network provider to determine the next steps. The team will come back with a clear way forward based on the existing troubleshooting and findings already captured.Kind regards,
The Mweb Team.
We understand your frustration, especially given that the same tests were already completed on 4 June and you’re still experiencing the same issue without resolution. We also hear your concern about being billed for a service you’re not currently able to use, and the impact this is having on your experience as a long-standing customer.We have reached out to the team to review the connection performance and engage directly with the relevant fibre network provider to determine the next steps. The team will come back with a clear way forward based on the existing troubleshooting and findings already captured.Kind regards,
The Mweb Team.
Mweb's reply08 Jun 2026, 16:42
Official
Hi Denton,
We understand your frustration, especially given that the same tests were already completed on 4 June and you’re still experiencing the same issue without resolution. We also hear your concern about being billed for a service you’re not currently able to use, and the impact this is having on your experience as a long-standing customer.We have reached out to the team to review the connection performance and engage directly with the relevant fibre network provider to determine the next steps. The team will come back with a clear way forward based on the existing troubleshooting and findings already captured.Kind regards,
The Mweb Team.
We understand your frustration, especially given that the same tests were already completed on 4 June and you’re still experiencing the same issue without resolution. We also hear your concern about being billed for a service you’re not currently able to use, and the impact this is having on your experience as a long-standing customer.We have reached out to the team to review the connection performance and engage directly with the relevant fibre network provider to determine the next steps. The team will come back with a clear way forward based on the existing troubleshooting and findings already captured.Kind regards,
The Mweb Team.
DJ
Denton J's updateReviewer Update
08 Jun 2026, 16:47Thanks we are ever hopeful.
DJ
Denton J's update08 Jun 2026, 16:47
Reviewer Update
Thanks we are ever hopeful.
Mweb's replyOfficial
08 Jun 2026, 16:53You're welcome.
Mweb's reply08 Jun 2026, 16:53
Official
You're welcome.