NO CUSTOMER SERVICE - STAFF WORKING REMOTELY SHOULD STOP

Item: Mweb
Rating: 1
Author: Zee R

The fibre service itself is fine. The problem is MWEB's customer service.

Waiting times are regularly 45–60 minutes. When someone finally answers, calls often get disconnected. On more than one occasion, the moment I mentioned cancelling my service, the call ended.

The worst part is trying to cancel. There is no cancellation option on the app, no cancellation option on the website, and the cancellation email address provided to customers bounces back. This leaves customers with no practical way to cancel other than sitting on hold for an hour and hoping someone helps.

It feels like once MWEB has your debit order, they make it as difficult as possible to leave.

MWEB used to be one of South Africa's top ISPs. Today, the internet connection is still good, but the customer service, communication, and cancellation process are some of the worst I have experienced.

If you are considering MWEB, compare the top-rated providers first. The connection may be fine, but if you ever need support or want to cancel, good luck.

Helpful (0)

Replies (1)

Mweb's replyOfficial

02 Jun 2026, 09:14

Hi Zee, We can understand the frustration you’re expressing. When the fibre service itself is performing well but the support experience doesn’t match that standard, especially with long wait times, dropped calls, and difficulty getting clear cancellation options, it creates a genuinely poor overall experience for customers. We also hear your concerns around the cancellation journey specifically. A process that requires repeated calls or extended waiting periods, without clear self-service options or reliable communication channels, understandably feels unnecessarily difficult when you’re simply trying to manage your account. We can confirm that your feedback has been noted and shared with the relevant teams for review, particularly around:

Call wait times and stability of support interactions
Cancellation process accessibility across app, website, and email channels
Communication consistency during account changes and cancellations

We appreciate you taking the time to share this in detail, as it highlights where improvements are needed in the customer journey even when the service itself is stable. Kind regards,
The Mweb Team

Mweb's reply02 Jun 2026, 09:14

Official

Call wait times and stability of support interactions
Cancellation process accessibility across app, website, and email channels
Communication consistency during account changes and cancellations

We appreciate you taking the time to share this in detail, as it highlights where improvements are needed in the customer journey even when the service itself is stable. Kind regards,
The Mweb Team