MS
Muzz S
1 reviews | Active since Nov 2021
02 Jun 2026, 18:24
MWEB must have the worst online or telephonic customer service around as its non-existent
Would say the customer service is disgusting and atrocious however that would imply that there is a customer service division. Absolutely no luck connecting through live chat or through the call center, with hold times of up to 8 hrs. going unanswered. Stay away from them.
Helpful (0)
Replies (13)0
Replies (13)
Mweb's replyOfficial
03 Jun 2026, 08:29Hi Muzz,
We understand how frustrating it must be to spend hours trying to reach support without success, especially when it feels like there are no available channels to assist you. This is not the experience we want for our customers.
It’s noted that you were eventually able to connect with an agent and receive assistance, which is important.. At the same time, the difficulty in getting through and the long waiting times clearly fell below expectations and need improvement.
Your feedback will be shared with our Service Quality Team for review, as improving accessibility and reducing wait times is critical to the support experience we aim to provide.
If there’s anything further you’d like us to look into or if you still need assistance, please send us a direct message on Hello Peter with a brief description of your query, and the team will be happy to step in and assist.
Kind regards,
Mweb Team
We understand how frustrating it must be to spend hours trying to reach support without success, especially when it feels like there are no available channels to assist you. This is not the experience we want for our customers.
It’s noted that you were eventually able to connect with an agent and receive assistance, which is important.. At the same time, the difficulty in getting through and the long waiting times clearly fell below expectations and need improvement.
Your feedback will be shared with our Service Quality Team for review, as improving accessibility and reducing wait times is critical to the support experience we aim to provide.
If there’s anything further you’d like us to look into or if you still need assistance, please send us a direct message on Hello Peter with a brief description of your query, and the team will be happy to step in and assist.
Kind regards,
Mweb Team
Mweb's reply03 Jun 2026, 08:29
Official
Hi Muzz,
We understand how frustrating it must be to spend hours trying to reach support without success, especially when it feels like there are no available channels to assist you. This is not the experience we want for our customers.
It’s noted that you were eventually able to connect with an agent and receive assistance, which is important.. At the same time, the difficulty in getting through and the long waiting times clearly fell below expectations and need improvement.
Your feedback will be shared with our Service Quality Team for review, as improving accessibility and reducing wait times is critical to the support experience we aim to provide.
If there’s anything further you’d like us to look into or if you still need assistance, please send us a direct message on Hello Peter with a brief description of your query, and the team will be happy to step in and assist.
Kind regards,
Mweb Team
We understand how frustrating it must be to spend hours trying to reach support without success, especially when it feels like there are no available channels to assist you. This is not the experience we want for our customers.
It’s noted that you were eventually able to connect with an agent and receive assistance, which is important.. At the same time, the difficulty in getting through and the long waiting times clearly fell below expectations and need improvement.
Your feedback will be shared with our Service Quality Team for review, as improving accessibility and reducing wait times is critical to the support experience we aim to provide.
If there’s anything further you’d like us to look into or if you still need assistance, please send us a direct message on Hello Peter with a brief description of your query, and the team will be happy to step in and assist.
Kind regards,
Mweb Team
MS
Muzz S's updateReviewer Update
03 Jun 2026, 17:41I find it unbelievable that I get a response via a HelloPeter complaint than I do via the official channels. What an indictment to the company's priorities. Clearly in a state of collapse. The Live Chat NEVER connects to an operator..... days of waiting for 8hrs + with no assistance. I did get hold of a consultant telephonically after being on hold for an eternity but they were unable to assist with my problem and I still remain without an internet connection on my fibre line. Appalling.
MS
Muzz S's update03 Jun 2026, 17:41
Reviewer Update
I find it unbelievable that I get a response via a HelloPeter complaint than I do via the official channels. What an indictment to the company's priorities. Clearly in a state of collapse. The Live Chat NEVER connects to an operator..... days of waiting for 8hrs + with no assistance. I did get hold of a consultant telephonically after being on hold for an eternity but they were unable to assist with my problem and I still remain without an internet connection on my fibre line. Appalling.
Mweb's replyOfficial
04 Jun 2026, 09:21Hi Muzz,
We understand your frustration. Being without a working fibre connection while struggling to get assistance through the usual support channels is understandably disappointing, especially after investing significant time trying to reach us.
Having reviewed the matter, we can confirm that a request has been submitted for a sales agent to contact you and assist with recapturing the service. They will be able to discuss the available options with you and guide you through the next steps.
We appreciate you bringing this experience to our attention and trust that the upcoming engagement will help move the matter forward.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply04 Jun 2026, 09:21
Official
Hi Muzz,
We understand your frustration. Being without a working fibre connection while struggling to get assistance through the usual support channels is understandably disappointing, especially after investing significant time trying to reach us.
Having reviewed the matter, we can confirm that a request has been submitted for a sales agent to contact you and assist with recapturing the service. They will be able to discuss the available options with you and guide you through the next steps.
We appreciate you bringing this experience to our attention and trust that the upcoming engagement will help move the matter forward.
Kind regards,
The Mweb Team
The Mweb Team
MS
Muzz S's updateReviewer Update
08 Jun 2026, 12:095 days later and still not resolved. Rather pathetic actually.
MS
Muzz S's update08 Jun 2026, 12:09
Reviewer Update
5 days later and still not resolved. Rather pathetic actually.
Mweb's replyOfficial
08 Jun 2026, 13:29Hi Muzz,
We understand your frustration, especially as several days have passed and you're still waiting for the service to be restored.
Having reviewed the latest notes on the account, we can confirm that the order has been recaptured and is currently in progress. The relevant team is actively working on the request to move it through the next stages.
We recognise that the delay has been disappointing, particularly after already spending time trying to get assistance, and we will continue to monitor the progress of the order.
Kind regards,
he Mweb Team.
he Mweb Team.
Mweb's reply08 Jun 2026, 13:29
Official
Hi Muzz,
We understand your frustration, especially as several days have passed and you're still waiting for the service to be restored.
Having reviewed the latest notes on the account, we can confirm that the order has been recaptured and is currently in progress. The relevant team is actively working on the request to move it through the next stages.
We recognise that the delay has been disappointing, particularly after already spending time trying to get assistance, and we will continue to monitor the progress of the order.
Kind regards,
he Mweb Team.
he Mweb Team.
MS
Muzz S's updateReviewer Update
08 Jun 2026, 13:40This reply is untrue. I've had one of your consultant's call me to say there's nothing further they can do as the problem is with Vuma and I'm supposed to sort this out. Sort out what I m unsure of and it just sounds like another case of passing the buck on useless service.
MS
Muzz S's update08 Jun 2026, 13:40
Reviewer Update
This reply is untrue. I've had one of your consultant's call me to say there's nothing further they can do as the problem is with Vuma and I'm supposed to sort this out. Sort out what I m unsure of and it just sounds like another case of passing the buck on useless service.
Mweb's replyOfficial
08 Jun 2026, 14:59Hi Muzz,
We understand your frustration, especially after being told conflicting information and feeling like the responsibility is being passed between teams and the fibre provider.
We understand your frustration, especially after being told conflicting information and feeling like the responsibility is being passed between teams and the fibre provider.
We have requested our team to look into the order directly and provide clear feedback on the current status as well as the next steps required to move this forward.
We recognise how important it is to have consistent and accurate communication, and the team will be reviewing what is happening on the order so that you are not left without clarity.
Kind regards,
The Mweb Team.
The Mweb Team.
Mweb's reply08 Jun 2026, 14:59
Official
Hi Muzz,
We understand your frustration, especially after being told conflicting information and feeling like the responsibility is being passed between teams and the fibre provider.
We understand your frustration, especially after being told conflicting information and feeling like the responsibility is being passed between teams and the fibre provider.
We have requested our team to look into the order directly and provide clear feedback on the current status as well as the next steps required to move this forward.
We recognise how important it is to have consistent and accurate communication, and the team will be reviewing what is happening on the order so that you are not left without clarity.
Kind regards,
The Mweb Team.
The Mweb Team.
MS
Muzz S's updateReviewer Update
08 Jun 2026, 15:27Your team has been in contact. They'll "look into it" but I shouldn't expect reconnection for at least 48-72hrs..... after already waiting for days..... this is completely unacceptable. The amount of money I am having to spend on mobile data just to be able to work is never a consideration either...... your endeavor's to retain a client is massively underwhelming.
I still find it an absolute joke that your call center never answers calls, the live chat is never answered either yet on a public forum, the communication is prompt. Disgusting
I still find it an absolute joke that your call center never answers calls, the live chat is never answered either yet on a public forum, the communication is prompt. Disgusting
MS
Muzz S's update08 Jun 2026, 15:27
Reviewer Update
Your team has been in contact. They'll "look into it" but I shouldn't expect reconnection for at least 48-72hrs..... after already waiting for days..... this is completely unacceptable. The amount of money I am having to spend on mobile data just to be able to work is never a consideration either...... your endeavor's to retain a client is massively underwhelming.
I still find it an absolute joke that your call center never answers calls, the live chat is never answered either yet on a public forum, the communication is prompt. Disgusting
I still find it an absolute joke that your call center never answers calls, the live chat is never answered either yet on a public forum, the communication is prompt. Disgusting
Mweb's replyOfficial
08 Jun 2026, 15:47Good afternoon, Muzz
Thank you for taking the time to speak with us and for allowing our team to engage with you directly. We hear exactly how frustrating this situation is, especially after already being without service for several days and now facing an extended reconnection window.
Our teams are actively working on a resolution and pushing this with the highest priority. While the estimated 48 to 72 hours comes from the network partner’s repair timelines, we are not leaving this unattended in the background. The matter remains under close follow-up to drive the quickest possible restoration.
Your feedback around accessibility is also taken seriously. Waiting extended periods on calls or live chat, while seeing quicker responses on public platforms, creates a disconnect in experience that should not happen. This has been raised internally, as consistency across all support channels is essential to the level of service we aim to provide.
We remain committed to getting you reconnected and stabilised as quickly as possible and will continue to keep you updated as progress is made.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Mweb's reply08 Jun 2026, 15:47
Official
Good afternoon, Muzz
Thank you for taking the time to speak with us and for allowing our team to engage with you directly. We hear exactly how frustrating this situation is, especially after already being without service for several days and now facing an extended reconnection window.
Our teams are actively working on a resolution and pushing this with the highest priority. While the estimated 48 to 72 hours comes from the network partner’s repair timelines, we are not leaving this unattended in the background. The matter remains under close follow-up to drive the quickest possible restoration.
Your feedback around accessibility is also taken seriously. Waiting extended periods on calls or live chat, while seeing quicker responses on public platforms, creates a disconnect in experience that should not happen. This has been raised internally, as consistency across all support channels is essential to the level of service we aim to provide.
We remain committed to getting you reconnected and stabilised as quickly as possible and will continue to keep you updated as progress is made.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
MS
Muzz S's updateReviewer Update
10 Jun 2026, 15:553 days later and no sign of reconnection. I hold no hope that MWEB will get this right at all. Utterly useless!
MS
Muzz S's update10 Jun 2026, 15:55
Reviewer Update
3 days later and no sign of reconnection. I hold no hope that MWEB will get this right at all. Utterly useless!
Mweb's replyOfficial
10 Jun 2026, 16:02HI Muzz
We see that our agents are actively working on getting the connection restored. We have logged a follow-up and will continue to be here for you for any further support or updates via private message.
Kind regards,
The Mweb Team
We see that our agents are actively working on getting the connection restored. We have logged a follow-up and will continue to be here for you for any further support or updates via private message.
Kind regards,
The Mweb Team
Mweb's reply10 Jun 2026, 16:02
Official
HI Muzz
We see that our agents are actively working on getting the connection restored. We have logged a follow-up and will continue to be here for you for any further support or updates via private message.
Kind regards,
The Mweb Team
We see that our agents are actively working on getting the connection restored. We have logged a follow-up and will continue to be here for you for any further support or updates via private message.
Kind regards,
The Mweb Team
MS
Muzz S's updateReviewer Update
10 Jun 2026, 16:15Further lies and excuses.... your agents are not actively working on this and just tell me they can't do much further as it is up to Vumatel YOUR infrastructure providers
MS
Muzz S's update10 Jun 2026, 16:15
Reviewer Update
Further lies and excuses.... your agents are not actively working on this and just tell me they can't do much further as it is up to Vumatel YOUR infrastructure providers
Mweb's replyOfficial
10 Jun 2026, 16:35Hi Muzz,
We understand your frustration, especially when it feels like no progress is being made while you're still without service.
We can confirm that a follow-up has been logged, and we are awaiting feedback from the relevant team.
We understand your frustration, especially when it feels like no progress is being made while you're still without service.
We can confirm that a follow-up has been logged, and we are awaiting feedback from the relevant team.
Kind regards,
The Mweb Team
Mweb's reply10 Jun 2026, 16:35
Official
Hi Muzz,
We understand your frustration, especially when it feels like no progress is being made while you're still without service.
We can confirm that a follow-up has been logged, and we are awaiting feedback from the relevant team.
We understand your frustration, especially when it feels like no progress is being made while you're still without service.
We can confirm that a follow-up has been logged, and we are awaiting feedback from the relevant team.
Kind regards,
The Mweb Team