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anusha N
1 reviews | Active since Jan 2012
01 Jun 2026, 17:09
MWEB- Impossible to Reach, Impossible to Resolve, Customer Service That Simply Doesn't Exist
MWEB has, without question, the worst customer service experience I have encountered. It is nearly impossible to speak to anyone. No matter when you call, you can expect lengthy waiting times. Customers are constantly told to use the live chat function on the online portal or app, but in my experience it does not work. Messages go unanswered and support is effectively non-existent.
What makes this even more frustrating is that MWEB continues to direct customers to communication channels that are not functioning properly. Customers should not have to spend hours trying to get assistance.
The complete lack of accessible support and effective communication is unacceptable. MWEB urgently needs to improve its customer service systems and responsiveness. Until then, I cannot recommend their services.
I previously posted a review on this platform a few months ago, but it appears to have been removed or is no longer visible.
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anusha N's updateReviewer Update
01 Jun 2026, 18:43MWEB, why is it so difficult to cancel a fibre subscription?I have been trying to cancel one of my fibre subscriptions, yet no one responds regardless of the communication channel used. Calls go unanswered after lengthy holding periods, the WhatsApp line is unresponsive, and the live chat function is ineffective.I do not intend paying for another month simply because I am unable to get hold of someone to process a cancellation request.What is particularly frustrating is that there appears to be no straightforward way to cancel a service online. Why are customers not able to submit cancellation requests directly through the customer portal? Why is there no clearly accessible cancellation email address?The result is that customers are forced to spend hours waiting on hold or attempting to contact support through various channels with little to no response.Cancelling a service should be a simple and transparent process. Instead, MWEB appears to make it unnecessarily difficult for customers to communicate with them and terminate a subscription.This experience has been extremely frustrating and disappointing.
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anusha N's update01 Jun 2026, 18:43
Reviewer Update
MWEB, why is it so difficult to cancel a fibre subscription?I have been trying to cancel one of my fibre subscriptions, yet no one responds regardless of the communication channel used. Calls go unanswered after lengthy holding periods, the WhatsApp line is unresponsive, and the live chat function is ineffective.I do not intend paying for another month simply because I am unable to get hold of someone to process a cancellation request.What is particularly frustrating is that there appears to be no straightforward way to cancel a service online. Why are customers not able to submit cancellation requests directly through the customer portal? Why is there no clearly accessible cancellation email address?The result is that customers are forced to spend hours waiting on hold or attempting to contact support through various channels with little to no response.Cancelling a service should be a simple and transparent process. Instead, MWEB appears to make it unnecessarily difficult for customers to communicate with them and terminate a subscription.This experience has been extremely frustrating and disappointing.
Mweb's replyOfficial
02 Jun 2026, 08:33Hello ****ha We can understand your frustration. When you've made multiple attempts to submit a cancellation request across different channels and haven't received the response you're expecting, it's understandable to feel concerned about whether your request will be processed in time. We can confirm that your request has been logged with our Retentions team, and they've been asked to assist with your cancellation enquiry. They will review the details on your account and guide you through the next steps required to process the request. We appreciate the feedback you've shared regarding the cancellation process and the challenges you've experienced trying to get in touch. Your concerns have been noted, as we recognise the importance of having a clear and accessible process when managing account changes. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply02 Jun 2026, 08:33
Official
Hello ****ha We can understand your frustration. When you've made multiple attempts to submit a cancellation request across different channels and haven't received the response you're expecting, it's understandable to feel concerned about whether your request will be processed in time. We can confirm that your request has been logged with our Retentions team, and they've been asked to assist with your cancellation enquiry. They will review the details on your account and guide you through the next steps required to process the request. We appreciate the feedback you've shared regarding the cancellation process and the challenges you've experienced trying to get in touch. Your concerns have been noted, as we recognise the importance of having a clear and accessible process when managing account changes. Kind regards,
The Mweb Team
The Mweb Team