My experience with MWEB has been terrible

Item: Mweb
Rating: 1
Author: Penny P

My experience with MWEB has been terrible. Following maintenance in Verwoerdpark, my fibre was offline for more than a week for the second time this year. I spent nearly 50 minutes waiting on support (not toll-free), only for the call to be dropped with no callback. I also submitted multiple chatbot callback requests and received no response. I cancelled my service on 30 March due to repeated outages and poor support. MWEB acknowledged the complaint and said Retentions would contact me, but after five weeks and several follow-up emails, nobody contacted me, confirmed the cancellation, or released my fibre line. After the notice period elapsed, I cancelled the debit order so I could move to a new ISP. Three days later I started receiving automated payment and disconnection threats via SMS and WhatsApp. My service has now been disconnected entirely, yet MWEB still refuses to release the line. I cannot recommend MWEB.

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Replies (1)

Mweb's replyOfficial

08 May 2026, 08:25

Hi Penny, we can see how exhausting this experience has been, especially after dealing with repeated fibre outages, extended support wait times, unanswered callback requests, and ongoing uncer*****y around your cancellation and fibre line release. After already following the correct channels and waiting several weeks for feedback, it’s completely understandable that confidence in the process has been impacted. Your concerns around the lack of follow-up from Retentions, continued payment notifications after cancellation attempts, and the inability to migrate your fibre line to a new provider are taken seriously. Delays around line releases and cancellation confirmations can understandably create significant frustration, particularly when connectivity is essential day to day. We’ve now requested our Retentions Team to urgently review and follow up on your case directly to assist with the outstanding cancellation and fibre line release process. They will need to verify the account details and assess the current status of the service and line ownership so the matter can be properly resolved. Kind regards,
The Mweb Team

Mweb's reply08 May 2026, 08:25

Official