Mweb – appalling. Worst service I can ever imagine!

If there was a no star rating, a minus star rating, I would have chosen that. I have just been without my paid for wifi service that I pay Mweb for because someone in their sales and accounts back office sent a wrongful email to Metro Fibre (the fibre provider in my area) to cancel my subscription. This was never requested by me. Never. I still live there and I need the wifi subscription, now even more than ever with the lockdown and having to work from home. It resulted in me having to phone back and forth between Mweb and Metro Fibre at my own cost. First thought it was a technical problem. They couldn't even figure out what it was. Metro Fibre figured it out. Calling Mweb's customer "care helpline" is even worse than being their customer. It is utter frustration. They kept referring me to Metro Fibre and vice versa. No one ever offered to call from their side. I, as the paying customer, had to do the calling to figure out what was going on. I eventually succeeded in obtaining the email where Mweb requested this wrongful cancellation and called Mweb again because they kept denying that it was their fault. It was then promised that the person who sent the email will contact Metro Fibre and myself to rectify the mistake and keep me up to date.

This, of course, did not happen and only after I posted about my experience on their Facebook page was my service reconnected. Magically. NO email or communication from Mweb to inform me that the service was reinstated, NO apology for the utter frustration this has caused me, NO solution offered for the nearly a week that I was without service because of Mweb's mistake and NO offer to reimburse me for the calls I had to make to and fro to get this sorted out or the week which I paid for but did not receive service for.

They are probably hoping that this will now just go away and they can keep raking in people's money, but not provide a service? Not provide a platform where people can contact them, email them, have someone to speak to without having to hold on for hours on end when there is a problem?

They are beyond appaling, atrocious, awful, inadequate, lousy, terrible and this is completely unacceptable. They make their clients feel helpless. I feel like there is nothing I can do. I can't even find anywhere on their website to log a written query. Nowhere.

And the worst is, you can not cancel your subscription to Mweb without having to pay ludicrous penalties. So as a customer, your hands are completely tied. And has Mweb responded on FB or sent me an email to apologise at least. NO.