MWEB IS TRASH

I genuinely regret choosing MWEB as my fibre ISP. This has easily been one of the most frustrating and *********** customer service experiences I’ve ever dealt with.

I received my Octotel router on the 11th, and from the moment it arrived, it wasn’t working. Since then, all I’ve received from MWEB is excuse after excuse, empty promises, and outright lies just to get me off the phone.

On the 12th, I spoke to Zizipho who confidently told me the router would be activated within 24–48 hours. That was a complete lie.

48 hours later, I called again and spoke to Cindy, who then claimed she “knew someone at Octotel” that would personally assist with resolving the issue urgently. She promised she would either call me back or send me an SMS update regardless of the outcome. Surprise surprise, absolutely nothing. No call. No SMS. No email. Another lie.

Then came Sibongile, who I spoke to another 24 hours later, and she was the FIRST person to actually admit that the process apparently takes 72 hours, not 24–48 like I was originally told. So clearly nobody at MWEB knows what they’re talking about, or they simply say whatever sounds convenient in the moment to end the call.

Every single consultant says the same robotic nonsense: “It’s been escalated.” “It’s in progress.” “We’re waiting for feedback.”

It has apparently been “in progress” since TUESDAY. Today is FRIDAY.

And don’t even bother asking for a manager or supervisor callback because that’s another dead end. Nobody calls back. Nobody follows up. Nobody takes accountability.

The waiting times are absolutely ridiculous too. You sit on hold for 20–30 minutes just to speak to someone who gives you another scripted response with zero actual assistance. The live chat on the app? Useless. WhatsApp support? Also useless, as nobody even responds.

I can honestly say I would NEVER recommend MWEB to anyone looking for fibre. Their service is appalling, their communication is dishonest, and their support structure is completely broken.

If Openserve via Telkom covered my current area in Cape Town, I would have chosen them immediately without hesitation because the difference in service quality is night and day.

At this point, I genuinely don’t expect MWEB to resolve anything for at least another two weeks because clearly urgency and customer service mean absolutely nothing to them.