1 reviews | Active since Nov 2020
Negative 5 stars🤬
It is genuinely concerning how easy it is for MWEB to disconnect a paying customer — and how difficult it is to correct their own mistake.
Our WiFi was cut off for “non-payment,” despite the account being fully paid (with proof available). We have now been without service for 2 days due to an error that originated entirely on MWEB’s side.
But wait, it gets better!
The call centre is unreachable — hours spent on hold, only for calls to be dropped when answered. The app is inaccessible because it is tied to outdated contact details, which can only be updated by contacting the same unreachable call centre.
This leaves us in a situation where: A paying customer has been disconnected in error, and is then provided with no functional channel to resolve it.
That is not a service failure — that is a system failure.
MWEB has created a closed loop where customers are expected to fix problems through channels that do not work.
At this point, the issue is no longer just the disconnection — it is the complete absence of accessible support and accountability.
I would strongly advise MWEB to urgently review both their billing verification processes and their customer support accessibility, because in its current state, the system does not serve the customer at all.
We understand how concerning and frustrating this situation must be, especially after being disconnected despite the account being paid, and then struggling to get through to support channels to resolve the matter. It’s also understandable how disruptive it must be to deal with a service interruption while trying to resolve it without quick access to assistance.
To assist further and locate the account, please send us a direct message on Hello Peter with your email address, cellphone number, or MWEB account number. Once received, the team will be able to review the account and provide further assistance.
Kind regards,
The MWEB Team
We understand how concerning and frustrating this situation must be, especially after being disconnected despite the account being paid, and then struggling to get through to support channels to resolve the matter. It’s also understandable how disruptive it must be to deal with a service interruption while trying to resolve it without quick access to assistance.
To assist further and locate the account, please send us a direct message on Hello Peter with your email address, cellphone number, or MWEB account number. Once received, the team will be able to review the account and provide further assistance.
Kind regards,
The MWEB Team