NS
Neal S
1 reviews | Active since Sept 2013
05 Mar 2026, 16:11
MWEB wait - are you guys closed or do you not have any staff!!!
I am currently on hold with Mweb having been holding on for the last 45 minutes. I am currently caller number 8 having started at caller 24 and " your call will be answered in 20 minutes, we are very busy". I app**** via the website for an upgraded line, guess what, this took three weeks and lo and behold I have now been charged for a new 100/50 line as well as the older 50/25 line. R 2300 later and I am very angry as this is just deducted from my account. Surely when one upgrades it means that I want a stronger signal - not TWO lines. I have tried a number of times to talk to Mweb previously but sat for two hours getting to Number 5 and then gave up. Seriously what is going on here. It is impossible to get hold of any head office number to talk to an executive staff. Are you guys closing down. I have been a customer for 25 years ... not for much longer I can tell you. By the way 10 minutes later i am now caller number 5....- 55 minutes in
Helpful (0)
Replies (9)0
Replies (9)NS
Neal S's updateReviewer Update
05 Mar 2026, 16:3016H24
I got through !!! Re above, i am now told that because I app**** online i should have known that applying in this manner means that my existing line does not get upgraded , I was in fact applying for an extra line !!!!!! Go figure! So now I have to talk to some one in retentions re cancelling line 1, I am currently caller number 2. I will keep you updated........
I got through !!! Re above, i am now told that because I app**** online i should have known that applying in this manner means that my existing line does not get upgraded , I was in fact applying for an extra line !!!!!! Go figure! So now I have to talk to some one in retentions re cancelling line 1, I am currently caller number 2. I will keep you updated........
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Neal S's update05 Mar 2026, 16:30
Reviewer Update
16H24
I got through !!! Re above, i am now told that because I app**** online i should have known that applying in this manner means that my existing line does not get upgraded , I was in fact applying for an extra line !!!!!! Go figure! So now I have to talk to some one in retentions re cancelling line 1, I am currently caller number 2. I will keep you updated........
I got through !!! Re above, i am now told that because I app**** online i should have known that applying in this manner means that my existing line does not get upgraded , I was in fact applying for an extra line !!!!!! Go figure! So now I have to talk to some one in retentions re cancelling line 1, I am currently caller number 2. I will keep you updated........
Mweb's replyOfficial
05 Mar 2026, 16:34Hi Neal,
We can see how frustrating and exhausting this experience has been, especially after being a loyal client for 25 years. Waiting for long periods on hold, dealing with unexpected charges, and struggling to get clarity on an upgrade would understandably leave anyone feeling angry and disappointed. We’ve reviewed your account and can see that you have reached out to our Billing Team, who logged a ticket with the Cancellations Team for assistance. To make sure this matter is addressed without further delay, we’ve made an additional escalation on our side to prioritise your ticket. The Cancellations Team will now be able to review your account and provide you with the assistance you require as quickly as possible. We appreciate your patience and persistence while this is being resolved. Our priority is to ensure your account reflects the correct service and charges, and that you receive clear guidance from the team handling your case. T^
We can see how frustrating and exhausting this experience has been, especially after being a loyal client for 25 years. Waiting for long periods on hold, dealing with unexpected charges, and struggling to get clarity on an upgrade would understandably leave anyone feeling angry and disappointed. We’ve reviewed your account and can see that you have reached out to our Billing Team, who logged a ticket with the Cancellations Team for assistance. To make sure this matter is addressed without further delay, we’ve made an additional escalation on our side to prioritise your ticket. The Cancellations Team will now be able to review your account and provide you with the assistance you require as quickly as possible. We appreciate your patience and persistence while this is being resolved. Our priority is to ensure your account reflects the correct service and charges, and that you receive clear guidance from the team handling your case. T^
Mweb's reply05 Mar 2026, 16:34
Official
Hi Neal,
We can see how frustrating and exhausting this experience has been, especially after being a loyal client for 25 years. Waiting for long periods on hold, dealing with unexpected charges, and struggling to get clarity on an upgrade would understandably leave anyone feeling angry and disappointed. We’ve reviewed your account and can see that you have reached out to our Billing Team, who logged a ticket with the Cancellations Team for assistance. To make sure this matter is addressed without further delay, we’ve made an additional escalation on our side to prioritise your ticket. The Cancellations Team will now be able to review your account and provide you with the assistance you require as quickly as possible. We appreciate your patience and persistence while this is being resolved. Our priority is to ensure your account reflects the correct service and charges, and that you receive clear guidance from the team handling your case. T^
We can see how frustrating and exhausting this experience has been, especially after being a loyal client for 25 years. Waiting for long periods on hold, dealing with unexpected charges, and struggling to get clarity on an upgrade would understandably leave anyone feeling angry and disappointed. We’ve reviewed your account and can see that you have reached out to our Billing Team, who logged a ticket with the Cancellations Team for assistance. To make sure this matter is addressed without further delay, we’ve made an additional escalation on our side to prioritise your ticket. The Cancellations Team will now be able to review your account and provide you with the assistance you require as quickly as possible. We appreciate your patience and persistence while this is being resolved. Our priority is to ensure your account reflects the correct service and charges, and that you receive clear guidance from the team handling your case. T^
NS
Neal S's updateReviewer Update
05 Mar 2026, 16:42Please forward your MD / CEO's number to my mweb email address. I am sure you will be able to find it on your system - By the way, I am currently on hold with your retentions department.
16h42 and still caller number 2........................................................
16h42 and still caller number 2........................................................
NS
Neal S's update05 Mar 2026, 16:42
Reviewer Update
Please forward your MD / CEO's number to my mweb email address. I am sure you will be able to find it on your system - By the way, I am currently on hold with your retentions department.
16h42 and still caller number 2........................................................
16h42 and still caller number 2........................................................
Mweb's replyOfficial
05 Mar 2026, 16:57Hi Neal,
Our Cancellations Team, which is part of the Retentions Team, will be in touch directly to address your concerns and outline the way forward. T^
Our Cancellations Team, which is part of the Retentions Team, will be in touch directly to address your concerns and outline the way forward. T^
Mweb's reply05 Mar 2026, 16:57
Official
Hi Neal,
Our Cancellations Team, which is part of the Retentions Team, will be in touch directly to address your concerns and outline the way forward. T^
Our Cancellations Team, which is part of the Retentions Team, will be in touch directly to address your concerns and outline the way forward. T^
NS
Neal S's updateReviewer Update
05 Mar 2026, 17:12Great news!! Sadiq Abrahams has called me from the retentions department at Mweb and is working with myself and his management to solve my problem. This is an excellent and speedy response and I am very pleased to let the folks on hello peter know. I have a scheduled call for tomorrow with Sadiq and his team and will revert the solutions provided
NS
Neal S's update05 Mar 2026, 17:12
Reviewer Update
Great news!! Sadiq Abrahams has called me from the retentions department at Mweb and is working with myself and his management to solve my problem. This is an excellent and speedy response and I am very pleased to let the folks on hello peter know. I have a scheduled call for tomorrow with Sadiq and his team and will revert the solutions provided
Mweb's replyOfficial
06 Mar 2026, 08:45Hi Neal, thank you so much for sharing this update! 😊 We’re thrilled to hear that Sadiq Abrahams and the retentions team are assisting you and that you’re pleased with the speedy response. It’s great to know that your concerns are being actively addressed, and we truly appreciate you taking the time to let the HelloPeter community know. We hope your scheduled call tomorrow goes smoothly and that everything is resolved to your satisfaction! U^
Mweb's reply06 Mar 2026, 08:45
Official
Hi Neal, thank you so much for sharing this update! 😊 We’re thrilled to hear that Sadiq Abrahams and the retentions team are assisting you and that you’re pleased with the speedy response. It’s great to know that your concerns are being actively addressed, and we truly appreciate you taking the time to let the HelloPeter community know. We hope your scheduled call tomorrow goes smoothly and that everything is resolved to your satisfaction! U^
Mweb's replyOfficial
06 Mar 2026, 08:54Morning Neal. That’s fantastic to hear! 🌟 We’re really glad Sadiq and the retentions team could connect with you so quickly and start working on a solution. We appreciate you sharing this positive update and look forward to hearing how the scheduled call goes tomorrow. Your feedback really makes a difference! R^
Mweb's reply06 Mar 2026, 08:54
Official
Morning Neal. That’s fantastic to hear! 🌟 We’re really glad Sadiq and the retentions team could connect with you so quickly and start working on a solution. We appreciate you sharing this positive update and look forward to hearing how the scheduled call goes tomorrow. Your feedback really makes a difference! R^
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Neal S's updateReviewer Update
06 Mar 2026, 13:00Hi All
I am pleased to update you with the response I have had from Mweb. Eugene George from the retentions department called me promptly at 10 am today. He walked me through my line change and router set up and advised me on my Outlook settings. He was very patient, pleasant to talk to and was very apologetic as to waiting times etc. Further to that Sadiq followed up an hour later to confirm if Eugen had called. He then advised me that my credit query had been addressed and that future invoices will be accurate and correct.
I am pleasantly surprised with the actions taken by these two gentlemen and hope that they get the recognition and backing from their superiors. This is how Mweb used to operate before corporate take overs, closing of call centres and "operational efficiencies" raised their respective ugly heads.
Neal Smith
I am pleased to update you with the response I have had from Mweb. Eugene George from the retentions department called me promptly at 10 am today. He walked me through my line change and router set up and advised me on my Outlook settings. He was very patient, pleasant to talk to and was very apologetic as to waiting times etc. Further to that Sadiq followed up an hour later to confirm if Eugen had called. He then advised me that my credit query had been addressed and that future invoices will be accurate and correct.
I am pleasantly surprised with the actions taken by these two gentlemen and hope that they get the recognition and backing from their superiors. This is how Mweb used to operate before corporate take overs, closing of call centres and "operational efficiencies" raised their respective ugly heads.
Neal Smith
NS
Neal S's update06 Mar 2026, 13:00
Reviewer Update
Hi All
I am pleased to update you with the response I have had from Mweb. Eugene George from the retentions department called me promptly at 10 am today. He walked me through my line change and router set up and advised me on my Outlook settings. He was very patient, pleasant to talk to and was very apologetic as to waiting times etc. Further to that Sadiq followed up an hour later to confirm if Eugen had called. He then advised me that my credit query had been addressed and that future invoices will be accurate and correct.
I am pleasantly surprised with the actions taken by these two gentlemen and hope that they get the recognition and backing from their superiors. This is how Mweb used to operate before corporate take overs, closing of call centres and "operational efficiencies" raised their respective ugly heads.
Neal Smith
I am pleased to update you with the response I have had from Mweb. Eugene George from the retentions department called me promptly at 10 am today. He walked me through my line change and router set up and advised me on my Outlook settings. He was very patient, pleasant to talk to and was very apologetic as to waiting times etc. Further to that Sadiq followed up an hour later to confirm if Eugen had called. He then advised me that my credit query had been addressed and that future invoices will be accurate and correct.
I am pleasantly surprised with the actions taken by these two gentlemen and hope that they get the recognition and backing from their superiors. This is how Mweb used to operate before corporate take overs, closing of call centres and "operational efficiencies" raised their respective ugly heads.
Neal Smith
Mweb's replyOfficial
06 Mar 2026, 13:31Hello Neal. Thank you for taking the time to share this update. We truly appreciate you letting us know about your experience, and it is wonderful to hear that Eugene and Sadiq were able to assist you so promptly and thoroughly.It is great to know that Eugene took the time to guide you through the line change, router setup, and Outlook settings, and that Sadiq followed up to confirm everything had been addressed, including your credit query. Providing clear guidance and ensuring our customers feel supported throughout the process is exactly the level of service we aim to deliver.Your kind feedback about both Eugene and Sadiq will certainly be shared with them and their leadership team. Recognition like this means a great deal, and it is always encouraging for our teams to hear when their efforts make a positive difference.Thank you again for sharing your experience and for giving us the opportunity to support you. R^
Mweb's reply06 Mar 2026, 13:31
Official
Hello Neal. Thank you for taking the time to share this update. We truly appreciate you letting us know about your experience, and it is wonderful to hear that Eugene and Sadiq were able to assist you so promptly and thoroughly.It is great to know that Eugene took the time to guide you through the line change, router setup, and Outlook settings, and that Sadiq followed up to confirm everything had been addressed, including your credit query. Providing clear guidance and ensuring our customers feel supported throughout the process is exactly the level of service we aim to deliver.Your kind feedback about both Eugene and Sadiq will certainly be shared with them and their leadership team. Recognition like this means a great deal, and it is always encouraging for our teams to hear when their efforts make a positive difference.Thank you again for sharing your experience and for giving us the opportunity to support you. R^