VM
Voune M
1 reviews | Active since Mar 2026
10 Mar 2026, 14:03
MWEB Billing for Fibre That Was Never Installed
Good day,
I am writing regarding our fibre order with MWEB.
A router was delivered, however no technician ever came out to complete the installation. Despite this, billing started before the service was installed or activated.
We contacted MWEB multiple times to report that the fibre had not been installed and requested that the billing be corrected. After raising this issue, a credit was app****. However, when we requested that the service be cancelled, the cancellation was not processed. Instead, another technician order was placed, yet again no technician ever arrived.
We have since called MWEB several more times to cancel the order and request a refund. These repeated calls have required us to spend our own airtime trying to resolve an issue that should have been handled correctly by MWEB in the first place.
To make matters worse, the MWEB application incorrectly shows that our fibre service is active and running, which is not true. The service has never been installed and has never been used.
This morning we were informed that cancellation is with the CRS department and that an agent would contact us regarding cancellation, refund and router collection. No one has contacted us yet, but we are now being asked to pay R236.63 and arrange router collection.
This situation is completely unacceptable.
Helpful (0)
Replies (7)0
Replies (7)
Mweb's replyOfficial
10 Mar 2026, 14:31Hello Voune.
Thank you for taking the time to share the full details of your experience. We get how concerning it must be to see billing and service status updates when the installation has not yet been completed, especially after the effort you have already made to resolve this through multiple calls.We have located your profile and the associated references. These have now been escalated directly to the Openserve activations team, who manage all Openserve installations and service connections. They will review the full order history and the status of the installation, and will email you with an update as well as the next steps as soon as possible.Your feedback regarding the installation process, billing concerns, and the time spent contacting support has also been shared internally so the relevant teams can review and address this appropriately. Our priority now is to ensure the order and account are reviewed thoroughly so that the correct resolution can be provided. R^
Thank you for taking the time to share the full details of your experience. We get how concerning it must be to see billing and service status updates when the installation has not yet been completed, especially after the effort you have already made to resolve this through multiple calls.We have located your profile and the associated references. These have now been escalated directly to the Openserve activations team, who manage all Openserve installations and service connections. They will review the full order history and the status of the installation, and will email you with an update as well as the next steps as soon as possible.Your feedback regarding the installation process, billing concerns, and the time spent contacting support has also been shared internally so the relevant teams can review and address this appropriately. Our priority now is to ensure the order and account are reviewed thoroughly so that the correct resolution can be provided. R^
Mweb's reply10 Mar 2026, 14:31
Official
Hello Voune.
Thank you for taking the time to share the full details of your experience. We get how concerning it must be to see billing and service status updates when the installation has not yet been completed, especially after the effort you have already made to resolve this through multiple calls.We have located your profile and the associated references. These have now been escalated directly to the Openserve activations team, who manage all Openserve installations and service connections. They will review the full order history and the status of the installation, and will email you with an update as well as the next steps as soon as possible.Your feedback regarding the installation process, billing concerns, and the time spent contacting support has also been shared internally so the relevant teams can review and address this appropriately. Our priority now is to ensure the order and account are reviewed thoroughly so that the correct resolution can be provided. R^
Thank you for taking the time to share the full details of your experience. We get how concerning it must be to see billing and service status updates when the installation has not yet been completed, especially after the effort you have already made to resolve this through multiple calls.We have located your profile and the associated references. These have now been escalated directly to the Openserve activations team, who manage all Openserve installations and service connections. They will review the full order history and the status of the installation, and will email you with an update as well as the next steps as soon as possible.Your feedback regarding the installation process, billing concerns, and the time spent contacting support has also been shared internally so the relevant teams can review and address this appropriately. Our priority now is to ensure the order and account are reviewed thoroughly so that the correct resolution can be provided. R^
VM
Voune M's updateReviewer Update
10 Mar 2026, 14:36 Thank you for the response. I understand that Openserve manages the physical installation, however my complaint is not about Openserve. The issue is that MWEB started billing for a fibre service that was never installed or activated, and the MWEB system reflected the service as active even though no technician had ever visited the premises. We also requested cancellation multiple times, but the cancellation was not processed and we continued to experience incorrect service status and billing. My request remains the same:
• Confirmation that the MWEB fibre service has been cancelled
• Removal of all billing for the service that was never installed or used
• Confirmation of router collection without any collection fee Escalating to Openserve does not address the billing and cancellation issues which fall under MWEB’s responsibility. I therefore request written confirmation that the account has been corrected and closed.
• Confirmation that the MWEB fibre service has been cancelled
• Removal of all billing for the service that was never installed or used
• Confirmation of router collection without any collection fee Escalating to Openserve does not address the billing and cancellation issues which fall under MWEB’s responsibility. I therefore request written confirmation that the account has been corrected and closed.
VM
Voune M's update10 Mar 2026, 14:36
Reviewer Update
Thank you for the response. I understand that Openserve manages the physical installation, however my complaint is not about Openserve. The issue is that MWEB started billing for a fibre service that was never installed or activated, and the MWEB system reflected the service as active even though no technician had ever visited the premises. We also requested cancellation multiple times, but the cancellation was not processed and we continued to experience incorrect service status and billing. My request remains the same:
• Confirmation that the MWEB fibre service has been cancelled
• Removal of all billing for the service that was never installed or used
• Confirmation of router collection without any collection fee Escalating to Openserve does not address the billing and cancellation issues which fall under MWEB’s responsibility. I therefore request written confirmation that the account has been corrected and closed.
• Confirmation that the MWEB fibre service has been cancelled
• Removal of all billing for the service that was never installed or used
• Confirmation of router collection without any collection fee Escalating to Openserve does not address the billing and cancellation issues which fall under MWEB’s responsibility. I therefore request written confirmation that the account has been corrected and closed.
Mweb's replyOfficial
10 Mar 2026, 15:12Hello Voune.
Thank you for taking the time to share the full details of your experience. We get how concerning it must be to see billing and service status updates when the installation has not yet been completed, especially after the effort you have already made to resolve this through multiple calls.We have located your profile and the associated references. These have now been escalated directly to the Openserve activations team, who manage all Openserve installations and service connections. They will review the full order history and the status of the installation, and will email you with an update as well as the next steps as soon as possible.Your feedback regarding the installation process, billing concerns, and the time spent contacting support has also been shared internally so the relevant teams can review and address this appropriately. Our priority now is to ensure the order and account are reviewed thoroughly so that the correct resolution can be provided. R^
Thank you for taking the time to share the full details of your experience. We get how concerning it must be to see billing and service status updates when the installation has not yet been completed, especially after the effort you have already made to resolve this through multiple calls.We have located your profile and the associated references. These have now been escalated directly to the Openserve activations team, who manage all Openserve installations and service connections. They will review the full order history and the status of the installation, and will email you with an update as well as the next steps as soon as possible.Your feedback regarding the installation process, billing concerns, and the time spent contacting support has also been shared internally so the relevant teams can review and address this appropriately. Our priority now is to ensure the order and account are reviewed thoroughly so that the correct resolution can be provided. R^
Mweb's reply10 Mar 2026, 15:12
Official
Hello Voune.
Thank you for taking the time to share the full details of your experience. We get how concerning it must be to see billing and service status updates when the installation has not yet been completed, especially after the effort you have already made to resolve this through multiple calls.We have located your profile and the associated references. These have now been escalated directly to the Openserve activations team, who manage all Openserve installations and service connections. They will review the full order history and the status of the installation, and will email you with an update as well as the next steps as soon as possible.Your feedback regarding the installation process, billing concerns, and the time spent contacting support has also been shared internally so the relevant teams can review and address this appropriately. Our priority now is to ensure the order and account are reviewed thoroughly so that the correct resolution can be provided. R^
Thank you for taking the time to share the full details of your experience. We get how concerning it must be to see billing and service status updates when the installation has not yet been completed, especially after the effort you have already made to resolve this through multiple calls.We have located your profile and the associated references. These have now been escalated directly to the Openserve activations team, who manage all Openserve installations and service connections. They will review the full order history and the status of the installation, and will email you with an update as well as the next steps as soon as possible.Your feedback regarding the installation process, billing concerns, and the time spent contacting support has also been shared internally so the relevant teams can review and address this appropriately. Our priority now is to ensure the order and account are reviewed thoroughly so that the correct resolution can be provided. R^
VM
Voune M's updateReviewer Update
10 Mar 2026, 15:28 Thank you for the response. However, the main issue remains the billing for a service that was never installed and the refund amount that is due. Please confirm the total refund amount and timeline.
VM
Voune M's update10 Mar 2026, 15:28
Reviewer Update
Thank you for the response. However, the main issue remains the billing for a service that was never installed and the refund amount that is due. Please confirm the total refund amount and timeline.
Mweb's replyOfficial
10 Mar 2026, 15:28Hello Voune.
Thank you for taking the time to share the full details of your experience. We get how concerning it must be to see billing and service status updates when the installation has not yet been completed, especially after the effort you have already made to resolve this through multiple calls.We have located your profile and the associated references. These have now been escalated directly to the Openserve activations team, who manage all Openserve installations and service connections. They will review the full order history and the status of the installation, and will email you with an update as well as the next steps as soon as possible.Your feedback regarding the installation process, billing concerns, and the time spent contacting support has also been shared internally so the relevant teams can review and address this appropriately. Our priority now is to ensure the order and account are reviewed thoroughly so that the correct resolution can be provided. R^
Thank you for taking the time to share the full details of your experience. We get how concerning it must be to see billing and service status updates when the installation has not yet been completed, especially after the effort you have already made to resolve this through multiple calls.We have located your profile and the associated references. These have now been escalated directly to the Openserve activations team, who manage all Openserve installations and service connections. They will review the full order history and the status of the installation, and will email you with an update as well as the next steps as soon as possible.Your feedback regarding the installation process, billing concerns, and the time spent contacting support has also been shared internally so the relevant teams can review and address this appropriately. Our priority now is to ensure the order and account are reviewed thoroughly so that the correct resolution can be provided. R^
Mweb's reply10 Mar 2026, 15:28
Official
Hello Voune.
Thank you for taking the time to share the full details of your experience. We get how concerning it must be to see billing and service status updates when the installation has not yet been completed, especially after the effort you have already made to resolve this through multiple calls.We have located your profile and the associated references. These have now been escalated directly to the Openserve activations team, who manage all Openserve installations and service connections. They will review the full order history and the status of the installation, and will email you with an update as well as the next steps as soon as possible.Your feedback regarding the installation process, billing concerns, and the time spent contacting support has also been shared internally so the relevant teams can review and address this appropriately. Our priority now is to ensure the order and account are reviewed thoroughly so that the correct resolution can be provided. R^
Thank you for taking the time to share the full details of your experience. We get how concerning it must be to see billing and service status updates when the installation has not yet been completed, especially after the effort you have already made to resolve this through multiple calls.We have located your profile and the associated references. These have now been escalated directly to the Openserve activations team, who manage all Openserve installations and service connections. They will review the full order history and the status of the installation, and will email you with an update as well as the next steps as soon as possible.Your feedback regarding the installation process, billing concerns, and the time spent contacting support has also been shared internally so the relevant teams can review and address this appropriately. Our priority now is to ensure the order and account are reviewed thoroughly so that the correct resolution can be provided. R^
VM
Voune M's updateReviewer Update
11 Mar 2026, 08:09 Good day,I am writing regarding our MWEB fibre account, and I need to raise serious concern about the way this matter has been handled.From the beginning, the fibre service was never installed. Although the router was delivered, no technician was ever sent to complete the installation despite numerous follow-ups from our side. We were informed that there was a line issue that required a technician, yet nothing was resolved.Because of this lack of service delivery, we requested that the order be cancelled.Despite this, We have already been charged several fees on an account where no service was ever activated or used. Now we have also noticed that Marco has been billed again for 1 April, which is completely unacceptable.You cannot continue billing a customer for a service that was never installed, never activated, and never used. At no point was the fibre connection completed or operational.To make matters more concerning, we were contacted to arrange collection of the router while the billing issues on the account are still unresolved. We are not refusing to return the router; however, we expect the account to be corrected first. Once the incorrect charges have been reversed and the refund processed, we will gladly arrange collection of the router.Please urgently address the following:• Reverse the April billing immediately.
• Confirm in writing that the account has been fully cancelled.
• Provide a full breakdown of all charges app**** to this account.
• Process the appropriate refund for any fees charged for services that were never delivered.This situation has been extremely frustrating, as we have spent a considerable amount of time trying to resolve an issue that should never have occurred in the first place.We expect this matter to be corrected without further delay.Kind regards
Marco Jacobs & Voune Magardie
• Confirm in writing that the account has been fully cancelled.
• Provide a full breakdown of all charges app**** to this account.
• Process the appropriate refund for any fees charged for services that were never delivered.This situation has been extremely frustrating, as we have spent a considerable amount of time trying to resolve an issue that should never have occurred in the first place.We expect this matter to be corrected without further delay.Kind regards
Marco Jacobs & Voune Magardie
VM
Voune M's update11 Mar 2026, 08:09
Reviewer Update
Good day,I am writing regarding our MWEB fibre account, and I need to raise serious concern about the way this matter has been handled.From the beginning, the fibre service was never installed. Although the router was delivered, no technician was ever sent to complete the installation despite numerous follow-ups from our side. We were informed that there was a line issue that required a technician, yet nothing was resolved.Because of this lack of service delivery, we requested that the order be cancelled.Despite this, We have already been charged several fees on an account where no service was ever activated or used. Now we have also noticed that Marco has been billed again for 1 April, which is completely unacceptable.You cannot continue billing a customer for a service that was never installed, never activated, and never used. At no point was the fibre connection completed or operational.To make matters more concerning, we were contacted to arrange collection of the router while the billing issues on the account are still unresolved. We are not refusing to return the router; however, we expect the account to be corrected first. Once the incorrect charges have been reversed and the refund processed, we will gladly arrange collection of the router.Please urgently address the following:• Reverse the April billing immediately.
• Confirm in writing that the account has been fully cancelled.
• Provide a full breakdown of all charges app**** to this account.
• Process the appropriate refund for any fees charged for services that were never delivered.This situation has been extremely frustrating, as we have spent a considerable amount of time trying to resolve an issue that should never have occurred in the first place.We expect this matter to be corrected without further delay.Kind regards
Marco Jacobs & Voune Magardie
• Confirm in writing that the account has been fully cancelled.
• Provide a full breakdown of all charges app**** to this account.
• Process the appropriate refund for any fees charged for services that were never delivered.This situation has been extremely frustrating, as we have spent a considerable amount of time trying to resolve an issue that should never have occurred in the first place.We expect this matter to be corrected without further delay.Kind regards
Marco Jacobs & Voune Magardie
Mweb's replyOfficial
11 Mar 2026, 08:35Hi Voune, thank you for your detailed message and for outlining your concerns regarding the billing and refund. Your case is currently with our escalations team for a full review of the order, billing, and cancellation status. They are investigating the charges app**** to the account as well as the refund that may be due. As soon as the review has been completed, feedback will be provided with confirmation of the refund amount, the applicable adjustments on the account, and the expected timeline. We appreciate your patience while the escalations team works through this matter and will ensure an update is shared with you as soon as it becomes available. U^
Mweb's reply11 Mar 2026, 08:35
Official
Hi Voune, thank you for your detailed message and for outlining your concerns regarding the billing and refund. Your case is currently with our escalations team for a full review of the order, billing, and cancellation status. They are investigating the charges app**** to the account as well as the refund that may be due. As soon as the review has been completed, feedback will be provided with confirmation of the refund amount, the applicable adjustments on the account, and the expected timeline. We appreciate your patience while the escalations team works through this matter and will ensure an update is shared with you as soon as it becomes available. U^