PK
Phiwi K
1 reviews | Active since Jul 2011
28 May 2026, 20:41
Long waiting times and no resolution
Something has got to give. I’ve had no fibre this month more than I’ve actually had any connectivity and to get any form of response is like pulling teeth from a new born.
After spending over 3 hours on the phone and over an hour and a half on the live chat all I really need is for someone to tell me when I’ll get connected again.
Reference number is MWB***7.
P.S. Your live chat also feels like it’s an AI agent because surely after waiting for 25minutes to get an update for Zubair I should not be getting a response that speaks to following up with Vodacom when I’ve been moved to Vumatel without being notified with the message ending with a statement that says “Humanize 104 words
Helpful (0)
Replies (8)0
Replies (8)
Mweb's replyOfficial
29 May 2026, 09:29Hi Phiwi, We understand your frustration, especially after the extended downtime, long support interactions, and lack of clear updates. Experiencing little to no connectivity and not receiving timely feedback is not the level of service we aim to provide.We can confirm that your case (reference number MWB***7) is currently being actively investigated by our Technical Team. They are working to identify the root cause of the fibre interruption and determine the correct restoration steps with the relevant network provider.At this stage, the issue is still under investigation, and once more concrete feedback or an ETA becomes available, you will be updated accordingly.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply29 May 2026, 09:29
Official
Hi Phiwi, We understand your frustration, especially after the extended downtime, long support interactions, and lack of clear updates. Experiencing little to no connectivity and not receiving timely feedback is not the level of service we aim to provide.We can confirm that your case (reference number MWB***7) is currently being actively investigated by our Technical Team. They are working to identify the root cause of the fibre interruption and determine the correct restoration steps with the relevant network provider.At this stage, the issue is still under investigation, and once more concrete feedback or an ETA becomes available, you will be updated accordingly.Kind regards,
The Mweb Team
The Mweb Team
PK
Phiwi K's updateReviewer Update
03 Jun 2026, 17:04Dear Mweb,
Almost a week later and still nothing. The only information I received was your response last Friday followed by an SMS stating “Good day, your Vuma ticket has been assigned to their maintenance team. Pending technician arrival. Regards MWEB.”
Please let me know what is the best way to resolve this issue because I no longer know what to do
Almost a week later and still nothing. The only information I received was your response last Friday followed by an SMS stating “Good day, your Vuma ticket has been assigned to their maintenance team. Pending technician arrival. Regards MWEB.”
Please let me know what is the best way to resolve this issue because I no longer know what to do
PK
Phiwi K's update03 Jun 2026, 17:04
Reviewer Update
Dear Mweb,
Almost a week later and still nothing. The only information I received was your response last Friday followed by an SMS stating “Good day, your Vuma ticket has been assigned to their maintenance team. Pending technician arrival. Regards MWEB.”
Please let me know what is the best way to resolve this issue because I no longer know what to do
Almost a week later and still nothing. The only information I received was your response last Friday followed by an SMS stating “Good day, your Vuma ticket has been assigned to their maintenance team. Pending technician arrival. Regards MWEB.”
Please let me know what is the best way to resolve this issue because I no longer know what to do
Mweb's replyOfficial
03 Jun 2026, 17:14Hi Phiwi,
Thank you for reaching out and for your patience while dealing with this. We understand how frustrating it must be to feel stuck without updates for almost a week while your connection remains unresolved. Having to follow up repeatedly without clear progress or timelines can be very discouraging.
This experience has not met the level of timely communication and resolution we aim to provide, especially for ongoing faults that require urgent attention.
A request has been submitted to the team handling fault follow‑ups to urgently engage on your case and obtain a clear status update. They have been asked to prioritise your query and provide you with direct feedback as soon as possible so you are no longer left without clarity on what’s happening.
We remain focused on getting your issue resolved and ensuring you receive a clear update on the next steps without further delay.
Kind regards,
Mweb Team
Thank you for reaching out and for your patience while dealing with this. We understand how frustrating it must be to feel stuck without updates for almost a week while your connection remains unresolved. Having to follow up repeatedly without clear progress or timelines can be very discouraging.
This experience has not met the level of timely communication and resolution we aim to provide, especially for ongoing faults that require urgent attention.
A request has been submitted to the team handling fault follow‑ups to urgently engage on your case and obtain a clear status update. They have been asked to prioritise your query and provide you with direct feedback as soon as possible so you are no longer left without clarity on what’s happening.
We remain focused on getting your issue resolved and ensuring you receive a clear update on the next steps without further delay.
Kind regards,
Mweb Team
Mweb's reply03 Jun 2026, 17:14
Official
Hi Phiwi,
Thank you for reaching out and for your patience while dealing with this. We understand how frustrating it must be to feel stuck without updates for almost a week while your connection remains unresolved. Having to follow up repeatedly without clear progress or timelines can be very discouraging.
This experience has not met the level of timely communication and resolution we aim to provide, especially for ongoing faults that require urgent attention.
A request has been submitted to the team handling fault follow‑ups to urgently engage on your case and obtain a clear status update. They have been asked to prioritise your query and provide you with direct feedback as soon as possible so you are no longer left without clarity on what’s happening.
We remain focused on getting your issue resolved and ensuring you receive a clear update on the next steps without further delay.
Kind regards,
Mweb Team
Thank you for reaching out and for your patience while dealing with this. We understand how frustrating it must be to feel stuck without updates for almost a week while your connection remains unresolved. Having to follow up repeatedly without clear progress or timelines can be very discouraging.
This experience has not met the level of timely communication and resolution we aim to provide, especially for ongoing faults that require urgent attention.
A request has been submitted to the team handling fault follow‑ups to urgently engage on your case and obtain a clear status update. They have been asked to prioritise your query and provide you with direct feedback as soon as possible so you are no longer left without clarity on what’s happening.
We remain focused on getting your issue resolved and ensuring you receive a clear update on the next steps without further delay.
Kind regards,
Mweb Team
PK
Phiwi K's updateReviewer Update
06 Jun 2026, 11:23Surprise surprise so the technicians from Vumatel arrive yesterday, spend time resolving the issue and then leave saying that all that left is an activation which should happen and then I will be back online after over 2 weeks.
Imagine my surprise this morning when I see an email from them telling me the issue has been resolved and ticket is closed…but I still don’t have connectivity so how is it closed.
Come on Mweb it seriously can’t be that difficult. So once again I have to spend my airtime calling you to resolve and wait another 2 hour for my call to be attended and nobody is going to reimburse me the almost R2000 I have spent because you have not provided me the service you charge me monthly for
Please also don’t respond to this message by saying thank you for my patience and you understand my frustration because in all honesty it comes across as condescending. All I want it to be back online again
Imagine my surprise this morning when I see an email from them telling me the issue has been resolved and ticket is closed…but I still don’t have connectivity so how is it closed.
Come on Mweb it seriously can’t be that difficult. So once again I have to spend my airtime calling you to resolve and wait another 2 hour for my call to be attended and nobody is going to reimburse me the almost R2000 I have spent because you have not provided me the service you charge me monthly for
Please also don’t respond to this message by saying thank you for my patience and you understand my frustration because in all honesty it comes across as condescending. All I want it to be back online again
PK
Phiwi K's update06 Jun 2026, 11:23
Reviewer Update
Surprise surprise so the technicians from Vumatel arrive yesterday, spend time resolving the issue and then leave saying that all that left is an activation which should happen and then I will be back online after over 2 weeks.
Imagine my surprise this morning when I see an email from them telling me the issue has been resolved and ticket is closed…but I still don’t have connectivity so how is it closed.
Come on Mweb it seriously can’t be that difficult. So once again I have to spend my airtime calling you to resolve and wait another 2 hour for my call to be attended and nobody is going to reimburse me the almost R2000 I have spent because you have not provided me the service you charge me monthly for
Please also don’t respond to this message by saying thank you for my patience and you understand my frustration because in all honesty it comes across as condescending. All I want it to be back online again
Imagine my surprise this morning when I see an email from them telling me the issue has been resolved and ticket is closed…but I still don’t have connectivity so how is it closed.
Come on Mweb it seriously can’t be that difficult. So once again I have to spend my airtime calling you to resolve and wait another 2 hour for my call to be attended and nobody is going to reimburse me the almost R2000 I have spent because you have not provided me the service you charge me monthly for
Please also don’t respond to this message by saying thank you for my patience and you understand my frustration because in all honesty it comes across as condescending. All I want it to be back online again
Mweb's replyOfficial
08 Jun 2026, 14:54Hi Phiwi, we hear you clearly on this, you’re not asking for apologies or reassurance, you want the service back online, and it currently isn’t despite the work that was done onsite.From what you’ve described, the technician visit has already resolved the physical fault, but the service is now sitting at the final activation stage, which is why you’re seeing the disconnect between a “ticket closed” update and no actual connectivity.To move this forward without delays or back-and-forth:Please restart your router once more (power off completely for 30–60 seconds, then switch back on). Once it’s back up, check whether:
The Mweb Team.
- The internet/WAN light turns stable (not red or blinking), and
- Any devices are able to browse
The Mweb Team.
Mweb's reply08 Jun 2026, 14:54
Official
Hi Phiwi, we hear you clearly on this, you’re not asking for apologies or reassurance, you want the service back online, and it currently isn’t despite the work that was done onsite.From what you’ve described, the technician visit has already resolved the physical fault, but the service is now sitting at the final activation stage, which is why you’re seeing the disconnect between a “ticket closed” update and no actual connectivity.To move this forward without delays or back-and-forth:Please restart your router once more (power off completely for 30–60 seconds, then switch back on). Once it’s back up, check whether:
The Mweb Team.
- The internet/WAN light turns stable (not red or blinking), and
- Any devices are able to browse
The Mweb Team.
PK
Phiwi K's updateReviewer Update
08 Jun 2026, 20:44Dear Mweb,
It’s me again here to tell you that you have no clue what you are talking about when you give feedback to your customers.
I followed your steps and then had to call into your technical support for assistance. Lo and behold it seems as though your sales team hadn’t done the activation on their end and now a new ticket has been logged for that to take place.
I suppose I will send another message in a couple of days to ask why I’m still not active.
The people I really feel sorry for in this whole process is your technical support staff who always do their best to resolve everything however your system and process always seem to fail them.
P.S. Can you also explain to me why I’m getting a cancellation email from Vodacom for my Fibre services effective 1 August when I have always dealt directly with you? Funny thing is throughout this whole process I have not even spoken to you about cancellation.
From
An extremely disgruntled customer
It’s me again here to tell you that you have no clue what you are talking about when you give feedback to your customers.
I followed your steps and then had to call into your technical support for assistance. Lo and behold it seems as though your sales team hadn’t done the activation on their end and now a new ticket has been logged for that to take place.
I suppose I will send another message in a couple of days to ask why I’m still not active.
The people I really feel sorry for in this whole process is your technical support staff who always do their best to resolve everything however your system and process always seem to fail them.
P.S. Can you also explain to me why I’m getting a cancellation email from Vodacom for my Fibre services effective 1 August when I have always dealt directly with you? Funny thing is throughout this whole process I have not even spoken to you about cancellation.
From
An extremely disgruntled customer
PK
Phiwi K's update08 Jun 2026, 20:44
Reviewer Update
Dear Mweb,
It’s me again here to tell you that you have no clue what you are talking about when you give feedback to your customers.
I followed your steps and then had to call into your technical support for assistance. Lo and behold it seems as though your sales team hadn’t done the activation on their end and now a new ticket has been logged for that to take place.
I suppose I will send another message in a couple of days to ask why I’m still not active.
The people I really feel sorry for in this whole process is your technical support staff who always do their best to resolve everything however your system and process always seem to fail them.
P.S. Can you also explain to me why I’m getting a cancellation email from Vodacom for my Fibre services effective 1 August when I have always dealt directly with you? Funny thing is throughout this whole process I have not even spoken to you about cancellation.
From
An extremely disgruntled customer
It’s me again here to tell you that you have no clue what you are talking about when you give feedback to your customers.
I followed your steps and then had to call into your technical support for assistance. Lo and behold it seems as though your sales team hadn’t done the activation on their end and now a new ticket has been logged for that to take place.
I suppose I will send another message in a couple of days to ask why I’m still not active.
The people I really feel sorry for in this whole process is your technical support staff who always do their best to resolve everything however your system and process always seem to fail them.
P.S. Can you also explain to me why I’m getting a cancellation email from Vodacom for my Fibre services effective 1 August when I have always dealt directly with you? Funny thing is throughout this whole process I have not even spoken to you about cancellation.
From
An extremely disgruntled customer
Mweb's replyOfficial
09 Jun 2026, 13:19Hi Phiwi,
We understand how frustrating it must be to go through all these challenges, especially after following the correct steps and still not seeing progress. Being passed between teams without resolution can be very discouraging, particularly when you’ve already made payment and are eager to get connected. That’s not how the process should feel when everything has been provided on your side.
We have requested the team handling activations to urgently follow up on your case. They have also been asked to send you a direct email update as soon as there is any progress so you’re not left chasing for feedback.
We will continue to push this internally to ensure your service is activated and you are connected as soon as possible.
Kind regards,
Mweb Team
We understand how frustrating it must be to go through all these challenges, especially after following the correct steps and still not seeing progress. Being passed between teams without resolution can be very discouraging, particularly when you’ve already made payment and are eager to get connected. That’s not how the process should feel when everything has been provided on your side.
We have requested the team handling activations to urgently follow up on your case. They have also been asked to send you a direct email update as soon as there is any progress so you’re not left chasing for feedback.
We will continue to push this internally to ensure your service is activated and you are connected as soon as possible.
Kind regards,
Mweb Team
Mweb's reply09 Jun 2026, 13:19
Official
Hi Phiwi,
We understand how frustrating it must be to go through all these challenges, especially after following the correct steps and still not seeing progress. Being passed between teams without resolution can be very discouraging, particularly when you’ve already made payment and are eager to get connected. That’s not how the process should feel when everything has been provided on your side.
We have requested the team handling activations to urgently follow up on your case. They have also been asked to send you a direct email update as soon as there is any progress so you’re not left chasing for feedback.
We will continue to push this internally to ensure your service is activated and you are connected as soon as possible.
Kind regards,
Mweb Team
We understand how frustrating it must be to go through all these challenges, especially after following the correct steps and still not seeing progress. Being passed between teams without resolution can be very discouraging, particularly when you’ve already made payment and are eager to get connected. That’s not how the process should feel when everything has been provided on your side.
We have requested the team handling activations to urgently follow up on your case. They have also been asked to send you a direct email update as soon as there is any progress so you’re not left chasing for feedback.
We will continue to push this internally to ensure your service is activated and you are connected as soon as possible.
Kind regards,
Mweb Team
PK
Phiwi K's updateReviewer Update
17 Jun 2026, 10:09Dearest Mweb,
What must happen now? After weeks of being offline yesterday I finally get back online again and on now calling your billing department to get my credit back for the weeks of no service I am told technical needs to log the call. I speak to the technical team and they can only do the calculations until 8th June as from then onwards it was not an issue on their end (and ticket had been closed on that day) and supposedly I must now speak to the Sales people for them to process something else on their side.
As it stands now I have 2 additional reference numbers between the 8th of June MWB ***4 (from technical) and Ref ***6 (from sales). At this point all I want is the credit for between 8th June - 16th June without having to call, wait 2 hours and then have a million people telling me different stories.
Surely someone there is able to look at the full picture and just credit me back what is actually due to me without me having to always having to follow up every other day.
Please also do me a bigger favour and tell me about understanding my frustration, thanking me for my patience etc. etc. as mentioned in previous complaint from 6th June...JUST GIVE ME BACK MY CREDIT, it really can't be that difficult. And also stop telling me that someone will be in touch with me because and SMS is not a person and an e-mail response is only sent once I actually follow up once again.
Surely someone there is able to pick up the phone, call me and resolve this once and for all. It can't be that hard.
What must happen now? After weeks of being offline yesterday I finally get back online again and on now calling your billing department to get my credit back for the weeks of no service I am told technical needs to log the call. I speak to the technical team and they can only do the calculations until 8th June as from then onwards it was not an issue on their end (and ticket had been closed on that day) and supposedly I must now speak to the Sales people for them to process something else on their side.
As it stands now I have 2 additional reference numbers between the 8th of June MWB ***4 (from technical) and Ref ***6 (from sales). At this point all I want is the credit for between 8th June - 16th June without having to call, wait 2 hours and then have a million people telling me different stories.
Surely someone there is able to look at the full picture and just credit me back what is actually due to me without me having to always having to follow up every other day.
Please also do me a bigger favour and tell me about understanding my frustration, thanking me for my patience etc. etc. as mentioned in previous complaint from 6th June...JUST GIVE ME BACK MY CREDIT, it really can't be that difficult. And also stop telling me that someone will be in touch with me because and SMS is not a person and an e-mail response is only sent once I actually follow up once again.
Surely someone there is able to pick up the phone, call me and resolve this once and for all. It can't be that hard.
PK
Phiwi K's update17 Jun 2026, 10:09
Reviewer Update
Dearest Mweb,
What must happen now? After weeks of being offline yesterday I finally get back online again and on now calling your billing department to get my credit back for the weeks of no service I am told technical needs to log the call. I speak to the technical team and they can only do the calculations until 8th June as from then onwards it was not an issue on their end (and ticket had been closed on that day) and supposedly I must now speak to the Sales people for them to process something else on their side.
As it stands now I have 2 additional reference numbers between the 8th of June MWB ***4 (from technical) and Ref ***6 (from sales). At this point all I want is the credit for between 8th June - 16th June without having to call, wait 2 hours and then have a million people telling me different stories.
Surely someone there is able to look at the full picture and just credit me back what is actually due to me without me having to always having to follow up every other day.
Please also do me a bigger favour and tell me about understanding my frustration, thanking me for my patience etc. etc. as mentioned in previous complaint from 6th June...JUST GIVE ME BACK MY CREDIT, it really can't be that difficult. And also stop telling me that someone will be in touch with me because and SMS is not a person and an e-mail response is only sent once I actually follow up once again.
Surely someone there is able to pick up the phone, call me and resolve this once and for all. It can't be that hard.
What must happen now? After weeks of being offline yesterday I finally get back online again and on now calling your billing department to get my credit back for the weeks of no service I am told technical needs to log the call. I speak to the technical team and they can only do the calculations until 8th June as from then onwards it was not an issue on their end (and ticket had been closed on that day) and supposedly I must now speak to the Sales people for them to process something else on their side.
As it stands now I have 2 additional reference numbers between the 8th of June MWB ***4 (from technical) and Ref ***6 (from sales). At this point all I want is the credit for between 8th June - 16th June without having to call, wait 2 hours and then have a million people telling me different stories.
Surely someone there is able to look at the full picture and just credit me back what is actually due to me without me having to always having to follow up every other day.
Please also do me a bigger favour and tell me about understanding my frustration, thanking me for my patience etc. etc. as mentioned in previous complaint from 6th June...JUST GIVE ME BACK MY CREDIT, it really can't be that difficult. And also stop telling me that someone will be in touch with me because and SMS is not a person and an e-mail response is only sent once I actually follow up once again.
Surely someone there is able to pick up the phone, call me and resolve this once and for all. It can't be that hard.