MWEB is the worst WiFi service provider in the country

I am extremely disappointed and frustrated with the level of service I have received from MWEB. At this point, I feel compelled to share my experience publicly because despite numerous calls, WhatsApp messages, follow-ups and hours spent trying to get assistance, my issue remains unresolved.

I have been without Wi-Fi since July.

The situation started after a previous tenant vandalised the fibre box. We made MWEB fully aware of the circumstances and explained that the tenant responsible had subsequently disappeared. We have repeatedly tried to get MWEB to assist us by engaging with the relevant fibre network providers, particularly Vumatel, to have the infrastructure inspected and repaired.

Instead, we have been caught in an endless cycle of being sent from one party to another.

We have been told repeatedly for approximately six weeks that MWEB would communicate with VOX regarding transferring the line and resolving the issue. Yet nothing meaningful has happened. There has been no urgency, no proper follow-up and seemingly no accountability from MWEB.

What makes this even more frustrating is that we paid R249, yet the Wi-Fi router was only sent to us approximately four weeks later. By the time it arrived, we were already dealing with an extended period without internet access. Despite the delays, MWEB has seemingly made very little effort to proactively follow up or provide a meaningful resolution.

I have personally spent significant amounts of money and considerable time making calls to MWEB in an attempt to get this matter resolved. I have spoken to multiple consultants, repeatedly explained the exact same situation and provided the information required, only to find myself back at square one.

Unfortunately, the experience with another consultant was completely different. I was communicating through the direct WhatsApp line and was essentially ignored, despite actively trying to get assistance. For a customer who has already been without internet for weeks, being ignored by the very company you are paying for a service is completely unacceptable.

What I find most disappointing is that MWEB has seemingly been unable — or unwilling — to take ownership of the problem.

If the issue requires Vumatel or VOX to intervene, then MWEB should be communicating with those parties on behalf of its customer and following the matter through until there is a resolution. Instead, the customer is left doing the chasing while paying for a service they cannot use.

At the very least, I expected MWEB to escalate the matter properly and arrange for the Vumatel team to inspect and repair the damaged fibre infrastructure. Six weeks later, I am still waiting.

This is not simply an inconvenience anymore. It has affected my ability to work, communicate and carry out basic day-to-day activities that require a stable internet connection.

The most frustrating part is not even that there was an infrastructure problem to begin with. Fibre infrastructure can be damaged and circumstances can arise that are outside an ISP’s immediate control.

The unacceptable part is the complete lack of urgency, communication, ownership and follow-through.

For approximately six weeks, I have effectively been told that MWEB will communicate with VOX and work towards transferring the line, yet I have seen very little evidence of meaningful progress. Every time I make contact, I am forced to explain the situation again and spend more time trying to get someone to actually take ownership of the matter.

As a paying customer, I should not have to beg an ISP to follow up on a service failure that has already been reported numerous times.

I genuinely cannot recommend MWEB based on this experience.

If you are considering MWEB as your ISP, I would strongly advise you to consider other providers first. An ISP’s quality should not only be judged when everything is working perfectly; it should be judged by how they treat customers when something goes wrong.

Unfortunately, my experience has shown me that MWEB has failed that test.

MWEB needs to seriously reconsider how it handles customers experiencing technical and infrastructure-related problems.

South Africans should think twice before signing up with MWEB. Based on my experience, I would avoid MWEB at all costs.