MC
Mle C
1 reviews | Active since Oct 2020
03 Jun 2026, 12:15
MWEB (VODACOM FIBRE/VUMATEL MIGRATION) - ONGOING CONNECTIVITY & POOR CUSTOMER SUPPORT/FEEDBACK
I've been experiencing internet connectivity issues for the past week following the migration from Vodacom Fibre to Vumatel. Since then, the connection has either been completely unusable or extremely slow. As requested, I have already provided speed test results and trace information to assist with the investigation.
Unfortunately, despite contacting support on multiple occasions, the problem remains unresolved. I've spent several hours trying to get assistance, most of which has been spent waiting in queues. I've also attempted to use the live chat service, where I've been left waiting for hours without ever being connected to an agent.
What concerns me most is the complete lack of proactive communication. Despite being assured several times that an agent would contact me with an update.
Frankly, I find the lack of what I would consider basic customer support quite disappointing. At this stage, I would appreciate a clear explanation of what is causing the issue, what actions are currently being taken to resolve it and when I can reasonably expect my service to be fully restored. I should not have to repeatedly follow up simply to obtain updates or feedback on a matter that has already been reported and is still awaiting resolution.
Helpful (0)
Replies (10)0
Replies (10)
Mweb's replyOfficial
03 Jun 2026, 12:41Hi Mlekeleli,
We understand how frustrating it must be to deal with ongoing connectivity issues after a migration, especially after already spending hours trying to get assistance and providing troubleshooting information. When an issue persists despite your efforts and there is little communication, it can feel very discouraging.
This situation has not met the level of support and follow‑through we aim to provide, particularly when a fault remains open and unresolved for this long.
From our side, we can see that Vumatel has requested further troubleshooting, which means the issue is still under active investigation. To support this, a technical callback has been requested, and an agent will be reaching out to assist you further, review the diagnostics already shared, and guide the next steps toward restoring stable connectivity.
We remain focused on getting your connection fully restored and stable, and ensuring you receive clear updates as progress is made.
Kind regards,
Mweb Team
We understand how frustrating it must be to deal with ongoing connectivity issues after a migration, especially after already spending hours trying to get assistance and providing troubleshooting information. When an issue persists despite your efforts and there is little communication, it can feel very discouraging.
This situation has not met the level of support and follow‑through we aim to provide, particularly when a fault remains open and unresolved for this long.
From our side, we can see that Vumatel has requested further troubleshooting, which means the issue is still under active investigation. To support this, a technical callback has been requested, and an agent will be reaching out to assist you further, review the diagnostics already shared, and guide the next steps toward restoring stable connectivity.
We remain focused on getting your connection fully restored and stable, and ensuring you receive clear updates as progress is made.
Kind regards,
Mweb Team
Mweb's reply03 Jun 2026, 12:41
Official
Hi Mlekeleli,
We understand how frustrating it must be to deal with ongoing connectivity issues after a migration, especially after already spending hours trying to get assistance and providing troubleshooting information. When an issue persists despite your efforts and there is little communication, it can feel very discouraging.
This situation has not met the level of support and follow‑through we aim to provide, particularly when a fault remains open and unresolved for this long.
From our side, we can see that Vumatel has requested further troubleshooting, which means the issue is still under active investigation. To support this, a technical callback has been requested, and an agent will be reaching out to assist you further, review the diagnostics already shared, and guide the next steps toward restoring stable connectivity.
We remain focused on getting your connection fully restored and stable, and ensuring you receive clear updates as progress is made.
Kind regards,
Mweb Team
We understand how frustrating it must be to deal with ongoing connectivity issues after a migration, especially after already spending hours trying to get assistance and providing troubleshooting information. When an issue persists despite your efforts and there is little communication, it can feel very discouraging.
This situation has not met the level of support and follow‑through we aim to provide, particularly when a fault remains open and unresolved for this long.
From our side, we can see that Vumatel has requested further troubleshooting, which means the issue is still under active investigation. To support this, a technical callback has been requested, and an agent will be reaching out to assist you further, review the diagnostics already shared, and guide the next steps toward restoring stable connectivity.
We remain focused on getting your connection fully restored and stable, and ensuring you receive clear updates as progress is made.
Kind regards,
Mweb Team
MC
Mle C's updateReviewer Update
05 Jun 2026, 09:17Thank you for your response. And while I appreciate the acknowledgement of the issue, my connection still remains unstable. Internet speeds fluctuate throughout the day and night to the point that we can't make normal use of it. And I understand that technical issues can take time to resolve. However, the lack of meaningful technical feedback and repeated generic reassurances without any follow through has made it difficult to have confidence that progress is being made to resolve the issue.
MC
Mle C's update05 Jun 2026, 09:17
Reviewer Update
Thank you for your response. And while I appreciate the acknowledgement of the issue, my connection still remains unstable. Internet speeds fluctuate throughout the day and night to the point that we can't make normal use of it. And I understand that technical issues can take time to resolve. However, the lack of meaningful technical feedback and repeated generic reassurances without any follow through has made it difficult to have confidence that progress is being made to resolve the issue.
Mweb's replyOfficial
05 Jun 2026, 12:37Hi Mlekeleli,
Thank you for your follow‑up. We understand how frustrating it must be to still experience unstable connectivity after the issue has already been escalated, especially when you rely on a consistent connection for everyday use. Having fluctuating speeds without clear feedback or visible progress can understandably make it difficult to feel confident that the issue is being resolved.
It’s good to note that our technical team has already made contact, and they remain actively engaged on your case. They will continue working closely with you and the network provider, reviewing the diagnostics, and applying further troubleshooting steps to stabilise your connection.
Kind regards,
Mweb Team
Thank you for your follow‑up. We understand how frustrating it must be to still experience unstable connectivity after the issue has already been escalated, especially when you rely on a consistent connection for everyday use. Having fluctuating speeds without clear feedback or visible progress can understandably make it difficult to feel confident that the issue is being resolved.
It’s good to note that our technical team has already made contact, and they remain actively engaged on your case. They will continue working closely with you and the network provider, reviewing the diagnostics, and applying further troubleshooting steps to stabilise your connection.
Kind regards,
Mweb Team
Mweb's reply05 Jun 2026, 12:37
Official
Hi Mlekeleli,
Thank you for your follow‑up. We understand how frustrating it must be to still experience unstable connectivity after the issue has already been escalated, especially when you rely on a consistent connection for everyday use. Having fluctuating speeds without clear feedback or visible progress can understandably make it difficult to feel confident that the issue is being resolved.
It’s good to note that our technical team has already made contact, and they remain actively engaged on your case. They will continue working closely with you and the network provider, reviewing the diagnostics, and applying further troubleshooting steps to stabilise your connection.
Kind regards,
Mweb Team
Thank you for your follow‑up. We understand how frustrating it must be to still experience unstable connectivity after the issue has already been escalated, especially when you rely on a consistent connection for everyday use. Having fluctuating speeds without clear feedback or visible progress can understandably make it difficult to feel confident that the issue is being resolved.
It’s good to note that our technical team has already made contact, and they remain actively engaged on your case. They will continue working closely with you and the network provider, reviewing the diagnostics, and applying further troubleshooting steps to stabilise your connection.
Kind regards,
Mweb Team
MC
Mle C's updateReviewer Update
07 Jun 2026, 10:35Hi there. Unfortunately, my internet connection still remains unstable and unusable. I am hotspotting from my phone as we speak. It is now approaching two weeks since the issue began and was reported. While I may appreciate that the technical team has made contact and that the matter remains under investigation, I can't wait indefinitely for the problem to be resolved. At this stage, I would like clarity on the following:
1. A resolution plan which includes the identified cause of the issue and a realistic timeframe for restoration of service.
2. Confirmation of the process to cancel the service immediately without any penalty should a resolution not be achievable within a reasonable timeframe.
3. Confirmation of how I will receive an appropriate service credit or refund for the period during which the service has not been functioning as contracted.
I would really appreciate a more substantive response addressing these points rather than a general status update.
1. A resolution plan which includes the identified cause of the issue and a realistic timeframe for restoration of service.
2. Confirmation of the process to cancel the service immediately without any penalty should a resolution not be achievable within a reasonable timeframe.
3. Confirmation of how I will receive an appropriate service credit or refund for the period during which the service has not been functioning as contracted.
I would really appreciate a more substantive response addressing these points rather than a general status update.
MC
Mle C's update07 Jun 2026, 10:35
Reviewer Update
Hi there. Unfortunately, my internet connection still remains unstable and unusable. I am hotspotting from my phone as we speak. It is now approaching two weeks since the issue began and was reported. While I may appreciate that the technical team has made contact and that the matter remains under investigation, I can't wait indefinitely for the problem to be resolved. At this stage, I would like clarity on the following:
1. A resolution plan which includes the identified cause of the issue and a realistic timeframe for restoration of service.
2. Confirmation of the process to cancel the service immediately without any penalty should a resolution not be achievable within a reasonable timeframe.
3. Confirmation of how I will receive an appropriate service credit or refund for the period during which the service has not been functioning as contracted.
I would really appreciate a more substantive response addressing these points rather than a general status update.
1. A resolution plan which includes the identified cause of the issue and a realistic timeframe for restoration of service.
2. Confirmation of the process to cancel the service immediately without any penalty should a resolution not be achievable within a reasonable timeframe.
3. Confirmation of how I will receive an appropriate service credit or refund for the period during which the service has not been functioning as contracted.
I would really appreciate a more substantive response addressing these points rather than a general status update.
Mweb's replyOfficial
08 Jun 2026, 13:33Hi Mlekeleli,
We understand your frustration, especially with the connection remaining unstable for nearly two weeks and having to rely on mobile hotspot data while the matter is still under investigation.To ensure your concerns are addressed in detail, a callback has been logged with our technical team. They will review the current status of the fault and discuss the matter with you directly, including the investigation progress and the next steps available.We recognise that you're looking for more than a general status update and have noted the specific points you've raised regarding a resolution plan, service cancellation options, and service credits for the affected period. These will form part of the discussion during the callback.Kind regards,
The Mweb Team.
We understand your frustration, especially with the connection remaining unstable for nearly two weeks and having to rely on mobile hotspot data while the matter is still under investigation.To ensure your concerns are addressed in detail, a callback has been logged with our technical team. They will review the current status of the fault and discuss the matter with you directly, including the investigation progress and the next steps available.We recognise that you're looking for more than a general status update and have noted the specific points you've raised regarding a resolution plan, service cancellation options, and service credits for the affected period. These will form part of the discussion during the callback.Kind regards,
The Mweb Team.
Mweb's reply08 Jun 2026, 13:33
Official
Hi Mlekeleli,
We understand your frustration, especially with the connection remaining unstable for nearly two weeks and having to rely on mobile hotspot data while the matter is still under investigation.To ensure your concerns are addressed in detail, a callback has been logged with our technical team. They will review the current status of the fault and discuss the matter with you directly, including the investigation progress and the next steps available.We recognise that you're looking for more than a general status update and have noted the specific points you've raised regarding a resolution plan, service cancellation options, and service credits for the affected period. These will form part of the discussion during the callback.Kind regards,
The Mweb Team.
We understand your frustration, especially with the connection remaining unstable for nearly two weeks and having to rely on mobile hotspot data while the matter is still under investigation.To ensure your concerns are addressed in detail, a callback has been logged with our technical team. They will review the current status of the fault and discuss the matter with you directly, including the investigation progress and the next steps available.We recognise that you're looking for more than a general status update and have noted the specific points you've raised regarding a resolution plan, service cancellation options, and service credits for the affected period. These will form part of the discussion during the callback.Kind regards,
The Mweb Team.
MC
Mle C's updateReviewer Update
08 Jun 2026, 17:49 Still waiting to receive a callback and still have unstable/unusable internet...What's going on here?!!!
MC
Mle C's update08 Jun 2026, 17:49
Reviewer Update
Still waiting to receive a callback and still have unstable/unusable internet...What's going on here?!!!
MC
Mle C's updateReviewer Update
09 Jun 2026, 18:16Hi, I have been constantly reaching out to your team via phone, live chat, email and other channels over the past two weeks. Unfortunately, despite numerous interactions with multiple agents who have been unable to confirm the root cause of the issue or provide a timeframe for resolution, the problem remains unresolved and my internet connection continues to be slow and unstable. Hence, I have now submitted a request to cancel the service. Ultimately, I am measuring this experience based on outcome, communication and resolution - none of which have been satisfactory in this case.
MC
Mle C's update09 Jun 2026, 18:16
Reviewer Update
Hi, I have been constantly reaching out to your team via phone, live chat, email and other channels over the past two weeks. Unfortunately, despite numerous interactions with multiple agents who have been unable to confirm the root cause of the issue or provide a timeframe for resolution, the problem remains unresolved and my internet connection continues to be slow and unstable. Hence, I have now submitted a request to cancel the service. Ultimately, I am measuring this experience based on outcome, communication and resolution - none of which have been satisfactory in this case.
Mweb's replyOfficial
10 Jun 2026, 10:58Hi Mle,
We understand your frustration, especially after spending the past two weeks engaging with multiple support channels without receiving a clear resolution, root cause, or timeframe for recovery. When a service remains slow and unstable despite repeated follow-ups, it's understandable that confidence in the support process is affected.We can see that you have been in contact with our technical team regarding the connectivity concerns. Before we proceed further, could you please let us know whether you still require assistance with troubleshooting and resolving the issue, or if you would prefer to proceed with your cancellation request?Once we have your confirmation, we'll ensure the matter is directed to the appropriate team and handled accordingly.Kind regards,
The Mweb Team
We understand your frustration, especially after spending the past two weeks engaging with multiple support channels without receiving a clear resolution, root cause, or timeframe for recovery. When a service remains slow and unstable despite repeated follow-ups, it's understandable that confidence in the support process is affected.We can see that you have been in contact with our technical team regarding the connectivity concerns. Before we proceed further, could you please let us know whether you still require assistance with troubleshooting and resolving the issue, or if you would prefer to proceed with your cancellation request?Once we have your confirmation, we'll ensure the matter is directed to the appropriate team and handled accordingly.Kind regards,
The Mweb Team
Mweb's reply10 Jun 2026, 10:58
Official
Hi Mle,
We understand your frustration, especially after spending the past two weeks engaging with multiple support channels without receiving a clear resolution, root cause, or timeframe for recovery. When a service remains slow and unstable despite repeated follow-ups, it's understandable that confidence in the support process is affected.We can see that you have been in contact with our technical team regarding the connectivity concerns. Before we proceed further, could you please let us know whether you still require assistance with troubleshooting and resolving the issue, or if you would prefer to proceed with your cancellation request?Once we have your confirmation, we'll ensure the matter is directed to the appropriate team and handled accordingly.Kind regards,
The Mweb Team
We understand your frustration, especially after spending the past two weeks engaging with multiple support channels without receiving a clear resolution, root cause, or timeframe for recovery. When a service remains slow and unstable despite repeated follow-ups, it's understandable that confidence in the support process is affected.We can see that you have been in contact with our technical team regarding the connectivity concerns. Before we proceed further, could you please let us know whether you still require assistance with troubleshooting and resolving the issue, or if you would prefer to proceed with your cancellation request?Once we have your confirmation, we'll ensure the matter is directed to the appropriate team and handled accordingly.Kind regards,
The Mweb Team
MC
Mle C's updateReviewer Update
10 Jun 2026, 12:07Hi. As previously indicated, I have already submitted a cancellation request and would like to proceed with that process. Please confirm that the cancellation has been received and is being processed. In the meantime, I have no objection to your technical team continuing their efforts to resolve the connectivity issues while the service remains active during the notice period. However, after nearly two weeks of ongoing instability, repeated follow-ups and the absence of a clear diagnosis or resolution timeframe, I am no longer prepared to delay the cancellation pending further investigation. I would also appreciate confirmation of the effective cancellation date and the process for claiming a refund for the period during which the service was not functioning as expected. Regards, Mlekeleli.
MC
Mle C's update10 Jun 2026, 12:07
Reviewer Update
Hi. As previously indicated, I have already submitted a cancellation request and would like to proceed with that process. Please confirm that the cancellation has been received and is being processed. In the meantime, I have no objection to your technical team continuing their efforts to resolve the connectivity issues while the service remains active during the notice period. However, after nearly two weeks of ongoing instability, repeated follow-ups and the absence of a clear diagnosis or resolution timeframe, I am no longer prepared to delay the cancellation pending further investigation. I would also appreciate confirmation of the effective cancellation date and the process for claiming a refund for the period during which the service was not functioning as expected. Regards, Mlekeleli.
Mweb's replyOfficial
10 Jun 2026, 12:14Hi Mle,
We acknowledge receipt of your cancellation request and can confirm that it has been received and is currently being processed.We have also requested our retentions team to reach out to you directly to ensure the cancellation process is handled correctly, including confirmation of the effective cancellation date and any applicable next steps relating to your account.We also note your position regarding the ongoing connectivity issues and your preference not to delay the cancellation while investigations continue. This will be taken into account as part of the handling of your request.Kind regards,
The Mweb Team
We acknowledge receipt of your cancellation request and can confirm that it has been received and is currently being processed.We have also requested our retentions team to reach out to you directly to ensure the cancellation process is handled correctly, including confirmation of the effective cancellation date and any applicable next steps relating to your account.We also note your position regarding the ongoing connectivity issues and your preference not to delay the cancellation while investigations continue. This will be taken into account as part of the handling of your request.Kind regards,
The Mweb Team
Mweb's reply10 Jun 2026, 12:14
Official
Hi Mle,
We acknowledge receipt of your cancellation request and can confirm that it has been received and is currently being processed.We have also requested our retentions team to reach out to you directly to ensure the cancellation process is handled correctly, including confirmation of the effective cancellation date and any applicable next steps relating to your account.We also note your position regarding the ongoing connectivity issues and your preference not to delay the cancellation while investigations continue. This will be taken into account as part of the handling of your request.Kind regards,
The Mweb Team
We acknowledge receipt of your cancellation request and can confirm that it has been received and is currently being processed.We have also requested our retentions team to reach out to you directly to ensure the cancellation process is handled correctly, including confirmation of the effective cancellation date and any applicable next steps relating to your account.We also note your position regarding the ongoing connectivity issues and your preference not to delay the cancellation while investigations continue. This will be taken into account as part of the handling of your request.Kind regards,
The Mweb Team