1 reviews | Active since Apr 2019
MWEB Charging Me for a Service That Does Not Work – Immediate Cancellation Requested
I am beyond frustrated with the service received from MWEB and feel other customers should be aware of what we have experienced.
We app**** for fibre with MWEB in mid-April and paid the R249 installation fee. From the very beginning, the process has been a nightmare.
Firstly, during the fibre installation, items were ****** from our property by the installation team. After that, there were delays with the router delivery, yet MWEB still started billing me pro-rata from 7 May even though the router was only delivered on 10 May.
The service was only activated on 27 May when the debit order went off, yet I was also charged additional amounts that were never properly explained or agreed to.
Since receiving the router, the internet has barely worked. Every time we connect to the WiFi, it redirects us to a strange sign-in/account page showing conflicting balance information and preventing proper internet access.
On Monday, 1 June, I spent from 08:00 until 16:00 on MWEB live chat trying to get assistance. I was eventually told the router had been configured correctly and that the issue was fixed. When I got home that night, the internet finally worked — but only for one evening.
The very next morning, the exact same issue returned. Since yesterday until now, the service has once again not been working at all.
I cancelled my previous provider because I believed MWEB would offer a better service, but this has been one of the worst customer service experiences I have ever dealt with:
Theft during installation Delayed router delivery Being billed before activation Additional unexplained charges Internet service constantly failing Entire days wasted trying to get support No proper assistance from the call centre or live chat
I no longer want this service and have formally requested immediate cancellation.
This experience has been completely unacceptable.
It’s clear how frustrating and exhausting this situation has been, especially after struggling with both the onboarding and ongoing support over such an extended period. From the delays in installation and activation to the billing concerns and repeated service issues, this is not the smooth sign‑up and support journey we aim to deliver, and your experience has clearly fallen short.
We also understand how concerning it is to be billed before the service was fully usable, as well as the impact of having unreliable connectivity after activation. Situations like this, where multiple issues compound over time, should have been handled with far more clarity, follow‑through, and ownership.
We have arranged for our Finance Team to review your account in detail, including the billing, activation timeline, and additional charges you’ve mentioned. They have been requested to reach out to you directly and address all your concerns, ensuring you receive a clear breakdown and resolution as soon as possible.
Your experience will be shared with our Service Quality Team for review and improvement, as this highlights important gaps in both onboarding and ongoing support that need to be addressed.
Should you need any further assistance, you’re welcome to reach out via direct message on Hello Peter, and we’ll make sure you continue receiving focused attention.
Kind regards,
Mweb Team
It’s clear how frustrating and exhausting this situation has been, especially after struggling with both the onboarding and ongoing support over such an extended period. From the delays in installation and activation to the billing concerns and repeated service issues, this is not the smooth sign‑up and support journey we aim to deliver, and your experience has clearly fallen short.
We also understand how concerning it is to be billed before the service was fully usable, as well as the impact of having unreliable connectivity after activation. Situations like this, where multiple issues compound over time, should have been handled with far more clarity, follow‑through, and ownership.
We have arranged for our Finance Team to review your account in detail, including the billing, activation timeline, and additional charges you’ve mentioned. They have been requested to reach out to you directly and address all your concerns, ensuring you receive a clear breakdown and resolution as soon as possible.
Your experience will be shared with our Service Quality Team for review and improvement, as this highlights important gaps in both onboarding and ongoing support that need to be addressed.
Should you need any further assistance, you’re welcome to reach out via direct message on Hello Peter, and we’ll make sure you continue receiving focused attention.
Kind regards,
Mweb Team
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Thank you for following up and for your continued patience. We understand how frustrating it is to still be without a working connection and not receive a callback when you were expecting one, especially after everything you’ve already experienced.
The matter remains with the Finance Team, who are actively reviewing your account and the concerns raised. They have been informed to reach out to you as a priority, so you receive the clarity and resolution you’ve been waiting for.
We remain committed to seeing this through and ensuring you receive a direct update and resolution.
Kind regards,
Mweb Team
Thank you for following up and for your continued patience. We understand how frustrating it is to still be without a working connection and not receive a callback when you were expecting one, especially after everything you’ve already experienced.
The matter remains with the Finance Team, who are actively reviewing your account and the concerns raised. They have been informed to reach out to you as a priority, so you receive the clarity and resolution you’ve been waiting for.
We remain committed to seeing this through and ensuring you receive a direct update and resolution.
Kind regards,
Mweb Team