ZD
Zach D
1 reviews | Active since Feb 2021
15 Sept 2026, 15:20
MWEB — Enough Is Enough
**MWEB — ENOUGH IS ENOUGH. THIS IS UNACCEPTABLE.**
I have never dealt with such a frustrating and completely dysfunctional service experience.
MWEB has **cancelled/deactivated my SIM multiple times**, despite the fact that I was being **debited and paying for the service**. I was charged an **activation fee THREE TIMES** for a service that I could barely use.
After the **second deactivation**, MWEB provided me with a **Telkom SIM** and instructed me to pay another activation fee. I paid it. I then received **little to no usable service**, despite continuing to pay.
After the **third time**, MWEB finally admitted there was a problem and gave me an apology, telling me they would "upgrade" or increase my speed. Sounds good on paper — except the **network remains absolutely terrible**.
So let me understand this:
* You deactivate my SIM. * You continue taking my money. * You charge me activation fees repeatedly. * You give me another SIM and charge me again. * I pay for the service but cannot actually use it properly. * You eventually acknowledge the problem. * You promise to improve the service. * **The network is still terrible.** * And now I cannot even properly access my MWEB dashboard because **MWEB updated my cellphone number, but the OTPs are STILL being sent to my old/deactivated SIM.**
This means I cannot even conveniently manage the account that **I AM PAYING FOR**.
And trying to get assistance is another nightmare.
The WhatsApp support is essentially a queue/bot experience where you sit waiting, while the call centre is equally frustrating. I should not have to spend hours chasing a telecommunications provider just to get access to a service I am already paying for.
**I AM PAYING A FORTUNE FOR A SERVICE I AM NOT RECEIVING.**
At this point, this is no longer a minor technical inconvenience. This is a **repeated failure of service, customer support and basic account administration.**
I want MWEB to stop giving me apologies and generic promises and actually **FIX THE PROBLEM**.
I expect:
1. A full investigation into why my SIM was repeatedly deactivated. 2. A breakdown of **every activation fee charged to me**, including why I was charged multiple times. 3. A refund/credit for periods where I was charged but received no usable service. 4. My account/dashboard and OTP authentication to be properly corrected to my current cellphone number. 5. A proper investigation into the network performance at my location — not another meaningless "speed upgrade." 6. A clear explanation of what MWEB is going to do to ensure this does **NOT happen again**.
I have been patient far beyond what is reasonable.
**MWEB: I am not asking for another apology. I am asking for the service I have paid for.**
If this is how MWEB treats paying customers, then I seriously question why anyone should remain a customer.
**FIX IT. REFUND WHAT WAS WRONGLY CHARGED. RESTORE PROPER ACCESS TO MY ACCOUNT. AND PROVIDE THE SERVICE I AM PAYING FOR.**
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Mweb's replyOfficial
15 Sept 2026, 15:43Hello Zach,
We understand how frustrating it must be to experience ongoing connectivity issues, especially after multiple SIM changes, activation fees, service interruptions, and difficulties accessing your account. We can appreciate how disappointing it is when you're paying for a service but feel that it is not performing as expected. We'd like to focus on the connection itself first so that we can better understand the current performance being experienced and work towards improving it. To assist with this, please perform a speed test at www.speedtest.net and send us the results via direct message.
When testing, please:
Once you've completed the tests, please send us the results via direct message. This will allow us to analyse the connection and determine the most appropriate next steps to ensure the best way forward.
Kind regards,
Mweb Team
We understand how frustrating it must be to experience ongoing connectivity issues, especially after multiple SIM changes, activation fees, service interruptions, and difficulties accessing your account. We can appreciate how disappointing it is when you're paying for a service but feel that it is not performing as expected. We'd like to focus on the connection itself first so that we can better understand the current performance being experienced and work towards improving it. To assist with this, please perform a speed test at www.speedtest.net and send us the results via direct message.
When testing, please:
- Run one test with all your usual devices connected.
- Run a second test with only one device connected to the network.
- If testing over WiFi, stand directly next to the router to ensure the most accurate results possible.
Once you've completed the tests, please send us the results via direct message. This will allow us to analyse the connection and determine the most appropriate next steps to ensure the best way forward.
Kind regards,
Mweb Team
Best regards,
Mweb's reply15 Sept 2026, 15:43
Official
Hello Zach,
We understand how frustrating it must be to experience ongoing connectivity issues, especially after multiple SIM changes, activation fees, service interruptions, and difficulties accessing your account. We can appreciate how disappointing it is when you're paying for a service but feel that it is not performing as expected. We'd like to focus on the connection itself first so that we can better understand the current performance being experienced and work towards improving it. To assist with this, please perform a speed test at www.speedtest.net and send us the results via direct message.
When testing, please:
Once you've completed the tests, please send us the results via direct message. This will allow us to analyse the connection and determine the most appropriate next steps to ensure the best way forward.
Kind regards,
Mweb Team
We understand how frustrating it must be to experience ongoing connectivity issues, especially after multiple SIM changes, activation fees, service interruptions, and difficulties accessing your account. We can appreciate how disappointing it is when you're paying for a service but feel that it is not performing as expected. We'd like to focus on the connection itself first so that we can better understand the current performance being experienced and work towards improving it. To assist with this, please perform a speed test at www.speedtest.net and send us the results via direct message.
When testing, please:
- Run one test with all your usual devices connected.
- Run a second test with only one device connected to the network.
- If testing over WiFi, stand directly next to the router to ensure the most accurate results possible.
Once you've completed the tests, please send us the results via direct message. This will allow us to analyse the connection and determine the most appropriate next steps to ensure the best way forward.
Kind regards,
Mweb Team
Best regards,