AW
Allistor W
1 reviews | Active since Oct 2018
12 Mar 2026, 09:15
Looking for a new service provider after 20 years!!!
I have been a client of MWEB for over 20 years. Phoning them yesterday (11/03/2026) I actually realize the bad service they give to their clients. Yesterday, a truck turned into my road and while doing so, the truck ********** all the fibre cables. We have been sitting without internet for more than 24 hours now and still, no technician on site to replace the cable. Yesterday I was told that it will be repaired by this morning (12/03/2026) Now I am told by MWEB the turn around time will be 4 to 5 days???? Is that what Mweb think of their clients? And all that I am getting from Mweb's call centre is, Vumatel this and Vumatel that. If I look at my bankstatement, I don't see Vumatel anywhere, I see Mweb. I am a Mweb client, NOT A VUMATEL CLIENT!!!! 4 to 5 days turn around time and Mweb thinks its fine. Mweb is happy with the turn around time of Vumatel. That is what Mweb thinks their clients deserve. But wait, come the end of the month, WHO IS FIRST IN LINE TO COLLECT THEIR MONEY??? You guest it right, MWEB!!! Wait, I almost forgot to mention this, each time I phoned MWEB, it took me more than an hour holding on. All my calls to MWEB is now over 300 minutes just holding on for an agent. MWEB, to say your service is disgusting is actually giving you a huge compliment.
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Replies (3)
Mweb's replyOfficial
12 Mar 2026, 09:48 Good day, Allistor. Thank you for sharing your experience and for being a valued MWEB client for over 20 years. We completely understand how frustrating it must be to be without internet, especially when work and daily routines rely on a stable connection. Being told a fault would be resolved quickly only to experience further delays would understandably add to the frustration, and we recognise the impact this has had on your day-to-day activities.
We checked your account and see that there was initially an outage yesterday which has since been resolved. However, as your connection remained down, a fault has been logged for Vumatel to assist. Although the general turnaround time for faults is what Vumatel provides, they are usually quick to respond. Our Escalation Monitoring Team will be keeping a close eye on the fault and will provide updates via SMS as the matter progresses.
We appreciate your patience while the team continues to monitor and work on restoring your service. Your feedback about wait times and communication has also been shared with the relevant teams to help improve our service.
Kind regards, Mweb Team
We checked your account and see that there was initially an outage yesterday which has since been resolved. However, as your connection remained down, a fault has been logged for Vumatel to assist. Although the general turnaround time for faults is what Vumatel provides, they are usually quick to respond. Our Escalation Monitoring Team will be keeping a close eye on the fault and will provide updates via SMS as the matter progresses.
We appreciate your patience while the team continues to monitor and work on restoring your service. Your feedback about wait times and communication has also been shared with the relevant teams to help improve our service.
Kind regards, Mweb Team
Mweb's reply12 Mar 2026, 09:48
Official
Good day, Allistor. Thank you for sharing your experience and for being a valued MWEB client for over 20 years. We completely understand how frustrating it must be to be without internet, especially when work and daily routines rely on a stable connection. Being told a fault would be resolved quickly only to experience further delays would understandably add to the frustration, and we recognise the impact this has had on your day-to-day activities.
We checked your account and see that there was initially an outage yesterday which has since been resolved. However, as your connection remained down, a fault has been logged for Vumatel to assist. Although the general turnaround time for faults is what Vumatel provides, they are usually quick to respond. Our Escalation Monitoring Team will be keeping a close eye on the fault and will provide updates via SMS as the matter progresses.
We appreciate your patience while the team continues to monitor and work on restoring your service. Your feedback about wait times and communication has also been shared with the relevant teams to help improve our service.
Kind regards, Mweb Team
We checked your account and see that there was initially an outage yesterday which has since been resolved. However, as your connection remained down, a fault has been logged for Vumatel to assist. Although the general turnaround time for faults is what Vumatel provides, they are usually quick to respond. Our Escalation Monitoring Team will be keeping a close eye on the fault and will provide updates via SMS as the matter progresses.
We appreciate your patience while the team continues to monitor and work on restoring your service. Your feedback about wait times and communication has also been shared with the relevant teams to help improve our service.
Kind regards, Mweb Team
AW
Allistor W's updateReviewer Update
12 Mar 2026, 10:04Good day. Thanks so much for your prompt reply. It is much appreciated. I clearly told the call centre yesterday on THREE occasions what happened hare. I also phoned them again to notify them that at that point of time, no technician attended to my call. They were aware that the reason we are sitting with no internet is due to the truck that ripper off everything. That was clearly explained to MWEB yesterday. I phoned MWEB this morning again to norify them once again that the grey fibre box is still hanging form the post. I can NOT sit without internet the whole day today again.
AW
Allistor W's update12 Mar 2026, 10:04
Reviewer Update
Good day. Thanks so much for your prompt reply. It is much appreciated. I clearly told the call centre yesterday on THREE occasions what happened hare. I also phoned them again to notify them that at that point of time, no technician attended to my call. They were aware that the reason we are sitting with no internet is due to the truck that ripper off everything. That was clearly explained to MWEB yesterday. I phoned MWEB this morning again to norify them once again that the grey fibre box is still hanging form the post. I can NOT sit without internet the whole day today again.
Mweb's replyOfficial
12 Mar 2026, 10:13 Good day, Allistor. Thank you for sharing your experience and for being a valued MWEB client for over 20 years. We completely understand how frustrating it must be to be without internet, especially when work and daily routines rely on a stable connection. Being told a fault would be resolved quickly only to experience further delays would understandably add to the frustration, and we recognise the impact this has had on your day-to-day activities.
We checked your account and see that there was initially an outage yesterday which has since been resolved. However, as your connection remained down, a fault has been logged for Vumatel to assist. Although the general turnaround time for faults is what Vumatel provides, they are usually quick to respond. Our Escalation Monitoring Team will be keeping a close eye on the fault and will provide updates via SMS as the matter progresses.
We appreciate your patience while the team continues to monitor and work on restoring your service. Your feedback about wait times and communication has also been shared with the relevant teams to help improve our service.
Kind regards, Mweb Team
We checked your account and see that there was initially an outage yesterday which has since been resolved. However, as your connection remained down, a fault has been logged for Vumatel to assist. Although the general turnaround time for faults is what Vumatel provides, they are usually quick to respond. Our Escalation Monitoring Team will be keeping a close eye on the fault and will provide updates via SMS as the matter progresses.
We appreciate your patience while the team continues to monitor and work on restoring your service. Your feedback about wait times and communication has also been shared with the relevant teams to help improve our service.
Kind regards, Mweb Team
Mweb's reply12 Mar 2026, 10:13
Official
Good day, Allistor. Thank you for sharing your experience and for being a valued MWEB client for over 20 years. We completely understand how frustrating it must be to be without internet, especially when work and daily routines rely on a stable connection. Being told a fault would be resolved quickly only to experience further delays would understandably add to the frustration, and we recognise the impact this has had on your day-to-day activities.
We checked your account and see that there was initially an outage yesterday which has since been resolved. However, as your connection remained down, a fault has been logged for Vumatel to assist. Although the general turnaround time for faults is what Vumatel provides, they are usually quick to respond. Our Escalation Monitoring Team will be keeping a close eye on the fault and will provide updates via SMS as the matter progresses.
We appreciate your patience while the team continues to monitor and work on restoring your service. Your feedback about wait times and communication has also been shared with the relevant teams to help improve our service.
Kind regards, Mweb Team
We checked your account and see that there was initially an outage yesterday which has since been resolved. However, as your connection remained down, a fault has been logged for Vumatel to assist. Although the general turnaround time for faults is what Vumatel provides, they are usually quick to respond. Our Escalation Monitoring Team will be keeping a close eye on the fault and will provide updates via SMS as the matter progresses.
We appreciate your patience while the team continues to monitor and work on restoring your service. Your feedback about wait times and communication has also been shared with the relevant teams to help improve our service.
Kind regards, Mweb Team