mH
maryann H
1 reviews | Active since Jun 2026
04 Jun 2026, 13:04
MWEB - NOT HELPING WITH FIBRE CONNECTION
I have been with Mweb for many years. It used to be nice to work with them for my fibre when they first started, HOWEVER - now it is impossible to get hold of them if you phone you hold on for over 1.1/2 to 2 hours (using my airtime/data) Then I try the whatsapp also sometimes to be told "we will connect you to an agent" sometimes 24 hours later you then get connected.
My fibre has been down since 22nd May. I have been speaking to Mweb since 26th May whatsapp - been told Vodacom have moved me to Vumatel. My upload speed and download speed is not what I am paying for. I have asked and asked to get this sorted. Today I received 25 messages from Vumatel advising Maintenance completed, and I must reboot. I did this, still speed is down. Then I get more messages advising Maintenance is now scheduled again for 18 June.
In the meantime I keep holding on with Mweb for another couple of hours.
HONESTLY WHAT HAS HAPPENED TO THE SERVICE IN SOUTH AFRICA. IT IS NON EXISTENT - NOBODY TO TALK TO NOBODY TO DO THEIR WORK - BUT THEY GET PAID EVERY MONTH, - I WISH I HAD A POSITION LIKE THIS NO WORK BUT GET PAID. WHAT HAS HAPPENED TO MANAGEMENT - ALSO NON EXISTANT - THEY DONT WANT TO KNOW OUR PROBOLEMS THEY ONLY WANT OUR MONEY
VERY UNHAPPY CUSTOMER MWEB MANAGEMENT - W A K E U P !!!!!!!!!
Helpful (0)
Replies (3)0
Replies (3)
Mweb's replyOfficial
04 Jun 2026, 13:16Hi Maryann, we understand your frustration, especially after being without a stable service for an extended period while spending considerable time trying to get assistance through multiple channels. After many years with Mweb, we can appreciate how disappointing it is to feel that the support experience has not matched your expectations.Having reviewed the matter, we can confirm that the issue has already been logged and remains in progress with our third-party technical team for further investigation. The team is continuing to work with the relevant network provider to determine the cause of the service and speed-related concerns and to drive the matter towards resolution.We understand that the updates you've received from Vumatel, combined with the ongoing troubleshooting and waiting periods, have been frustrating. While the investigation is still underway, please be assured that the fault remains active and is being worked on by the appropriate teams.We appreciate your patience and understand the impact this has had on your day-to-day connectivity needs.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply04 Jun 2026, 13:16
Official
Hi Maryann, we understand your frustration, especially after being without a stable service for an extended period while spending considerable time trying to get assistance through multiple channels. After many years with Mweb, we can appreciate how disappointing it is to feel that the support experience has not matched your expectations.Having reviewed the matter, we can confirm that the issue has already been logged and remains in progress with our third-party technical team for further investigation. The team is continuing to work with the relevant network provider to determine the cause of the service and speed-related concerns and to drive the matter towards resolution.We understand that the updates you've received from Vumatel, combined with the ongoing troubleshooting and waiting periods, have been frustrating. While the investigation is still underway, please be assured that the fault remains active and is being worked on by the appropriate teams.We appreciate your patience and understand the impact this has had on your day-to-day connectivity needs.Kind regards,
The Mweb Team
The Mweb Team
mH
maryann H's updateReviewer Update
04 Jun 2026, 13:57Hi The Mweb Team
Thank you for your response, I certainly do not feel that this is being attended to, the reason being is that when I look at all the replies you have given to me and to the various other complaints, they do not seem to come from a person but come from a BOT or somewhere else.
You are very quick to reply to our complaints on Hello Peter but when we try to contact you it takes hours if not days and the problems are not sorted.
Get you act into gear and start helping your customers, we are paying you money for a service and we are not getting it.
Thank you for your response, I certainly do not feel that this is being attended to, the reason being is that when I look at all the replies you have given to me and to the various other complaints, they do not seem to come from a person but come from a BOT or somewhere else.
You are very quick to reply to our complaints on Hello Peter but when we try to contact you it takes hours if not days and the problems are not sorted.
Get you act into gear and start helping your customers, we are paying you money for a service and we are not getting it.
mH
maryann H's update04 Jun 2026, 13:57
Reviewer Update
Hi The Mweb Team
Thank you for your response, I certainly do not feel that this is being attended to, the reason being is that when I look at all the replies you have given to me and to the various other complaints, they do not seem to come from a person but come from a BOT or somewhere else.
You are very quick to reply to our complaints on Hello Peter but when we try to contact you it takes hours if not days and the problems are not sorted.
Get you act into gear and start helping your customers, we are paying you money for a service and we are not getting it.
Thank you for your response, I certainly do not feel that this is being attended to, the reason being is that when I look at all the replies you have given to me and to the various other complaints, they do not seem to come from a person but come from a BOT or somewhere else.
You are very quick to reply to our complaints on Hello Peter but when we try to contact you it takes hours if not days and the problems are not sorted.
Get you act into gear and start helping your customers, we are paying you money for a service and we are not getting it.
Mweb's replyOfficial
04 Jun 2026, 14:17Hi Maryann,We understand why you feel this way. When you've spent a significant amount of time trying to get assistance, received multiple updates without a resolution, and are still experiencing service issues, it's understandable to question whether progress is actually being made.We want to reassure you that this matter is not sitting idle. The fault remains active under reference MWB***7, and our Faults Team is continuing to work on the issue alongside the relevant network provider. Investigations of this nature can sometimes require input from multiple parties, which can unfortunately make the process feel slower than expected from a customer's perspective.We also understand your comments regarding communication. While we aim to respond as quickly as possible across all channels, we recognise that what matters most is seeing tangible progress towards a resolution. Your concerns have been noted, and the focus remains on getting the underlying issue resolved rather than simply providing updates.We recognise the impact this ongoing issue is having on your day-to-day connectivity and can assure you that the fault remains under active investigation. We will continue to monitor progress and provide feedback as soon as further updates become available.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply04 Jun 2026, 14:17
Official
Hi Maryann,We understand why you feel this way. When you've spent a significant amount of time trying to get assistance, received multiple updates without a resolution, and are still experiencing service issues, it's understandable to question whether progress is actually being made.We want to reassure you that this matter is not sitting idle. The fault remains active under reference MWB***7, and our Faults Team is continuing to work on the issue alongside the relevant network provider. Investigations of this nature can sometimes require input from multiple parties, which can unfortunately make the process feel slower than expected from a customer's perspective.We also understand your comments regarding communication. While we aim to respond as quickly as possible across all channels, we recognise that what matters most is seeing tangible progress towards a resolution. Your concerns have been noted, and the focus remains on getting the underlying issue resolved rather than simply providing updates.We recognise the impact this ongoing issue is having on your day-to-day connectivity and can assure you that the fault remains under active investigation. We will continue to monitor progress and provide feedback as soon as further updates become available.Kind regards,
The Mweb Team
The Mweb Team