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Martyn H

1 reviews | Active since Dec 2014

19 Mar 2026, 09:09

MWeb – Paying for Fibre, Getting Silence (No Service, No Communication, Extra Costs)

Complaint: I am extremely frustrated with the complete lack of service and communication from MWeb.

My fibre connection went down on Thursday 12th March, and since then I have spent over 2 hours and 30 minutes on hold across multiple calls just trying to get basic information. Each time, I was told there is an outage — with no proper explanation, no proactive communication, and no follow-through.

I was contacted on Monday and promised daily updates. Today is Thursday (a week later since), and I have received nothing further.

In the meantime, I have been forced to spend my own money to stay operational:

±22GB of mobile data used and counting

±300 minutes of airtime used

And continuing to spend more just to keep working

This is not optional — I rely on connectivity to earn a living.

What makes this worse is that other providers in my area (including Vumatel customers, Cell C, Web Africa, Vox, etc.) are all up and running. It appears to be an MWeb-specific issue, yet there is no transparency around this.

Support channels are also failing:

Calls take excessively long to be answered

Live chat does not respond

WhatsApp support does not respond

Emails are ignored (only automated replies received – ***)

At this point, I am effectively paying double — once for MWeb, and again for mobile data just to function.

My expectations are simple:

Full refund for the month of March

Reimbur*****t or credit for the additional data and airtime costs incurred

Clear communication and accountability from MWeb

I have been a long-standing customer, and this level of service is unacceptable. The issue itself is one thing — but the complete lack of communication and accountability is what makes this situation so poor.

MWeb needs to step up, communicate properly, and take responsibility.

0
Replies (3)
Mweb
Mweb's reply19 Mar 2026, 09:34
Official
Hi Martyn, thank you for taking the time to share your experience. We understand your frustration regarding the prolonged outage and the challenges you have faced in attempting to obtain updates. We also recognise the impact this has had on your ability to work and the additional costs you have incurred.Please be advised that we have requested an update from our Retentions team regarding your query. While we are unable to provide a specific timeline, the team is actively reviewing the matter and will provide further information as soon as possible.We appreciate your patience and understanding while this is being addressed. Should you require any further assistance in the meantime, please do not hesitate to reach out.Kind regards,
The Mweb Team
MH
Martyn H's update19 Mar 2026, 09:48
Reviewer Update
Thank you for your response. However, this is still the same pattern I have experienced throughout this entire process — acknowledgment without action, and promises without timelines. Saying that the matter has been “requested” from the Retentions team and that there is no timeline is simply not acceptable at this stage. I have already been without service for several days, and I am continuing to incur real, out-of-pocket costs just to remain operational. Let’s be clear:
  • I am still without a working internet connection
  • I am still receiving no meaningful updates
  • I am still spending money daily on mobile data and airtime
  • I am still paying MWeb for a service that is not being delivered
At this point, this is no longer just an inconvenience — it is a financial impact caused directly by MWeb’s failure to deliver on its service. What is required now is not another generic response, but clear accountability and action:
  • A confirmed resolution plan with timelines
  • A confirmed refund for the month of March
  • A clear process for reimbur*****t or credit for the additional costs I have incurred
I have been more than patient up to this point. That patience is now running out. If this is not resolved urgently, I will proceed with further escalation through formal consumer channels. I expect a proper update — not another holding response.
Mweb
Mweb's reply19 Mar 2026, 10:04
Official
Hi Martyn, thank you for your detailed message. We understand the significant impact this situation has had on your work and the additional costs you have incurred. Your frustration is completely understandable, and we appreciate the patience you have shown thus far.Please be advised that we have submitted a follow-up so that you can be provided with clear updates regarding your service and related concerns. While we are unable to provide exact timelines at this stage, the matter is being reviewed with urgency.We acknowledge the points you have raised and the financial impact this has had, and your feedback has been escalated accordingly. Our team will continue to monitor the matter, and any updates provided by the relevant departments will be communicated to you as soon as they become available.Kind regards,
The Mweb Team