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Thando R
1 reviews | Active since Feb 2024
04 Sept 2026, 16:12
No installation and it been two months waiting.
I placed an order on the 7th of July recvied the device around the 11th of July. As off now I'm still waiting for installation. Scheduled a couple of appointments but it never happens. Opensever technician once called me they mentioned a different address from mine. Chat Agents have no answers and they don't help much. This is really frustrating. Very unprofessional they can't even tell me what the problem is.. I was promised installation on the 29th of September never happened. I mean why do I have to wait for 2months... I have a business to run and I really need the internet. So Mweb, please refund and come pick up your decivce and router. I will connect other network providers.
Helpful (0)
Replies (5)0
Replies (5)
Mweb's replyOfficial
04 Sept 2026, 16:25Hi Thando,
We understand how frustrating this has been, especially after placing your order on 7 July, receiving the device shortly afterwards, and then experiencing repeated delays with the installation. We also recognise the impact this is having on your business and the frustration caused by receiving conflicting information regarding the installation address.We can confirm that your order was placed as a pre-order, as fibre is not yet live in your area. This means the installation cannot proceed until the fibre network is available in the area and the required infrastructure is ready.We understand that this does not change the inconvenience you’ve experienced, particularly after being given installation dates that could not be fulfilled. We appreciate your patience and understand your request for a refund and collection of the equipment.Kind regards,
The Mweb Team
We understand how frustrating this has been, especially after placing your order on 7 July, receiving the device shortly afterwards, and then experiencing repeated delays with the installation. We also recognise the impact this is having on your business and the frustration caused by receiving conflicting information regarding the installation address.We can confirm that your order was placed as a pre-order, as fibre is not yet live in your area. This means the installation cannot proceed until the fibre network is available in the area and the required infrastructure is ready.We understand that this does not change the inconvenience you’ve experienced, particularly after being given installation dates that could not be fulfilled. We appreciate your patience and understand your request for a refund and collection of the equipment.Kind regards,
The Mweb Team
Mweb's reply04 Sept 2026, 16:25
Official
Hi Thando,
We understand how frustrating this has been, especially after placing your order on 7 July, receiving the device shortly afterwards, and then experiencing repeated delays with the installation. We also recognise the impact this is having on your business and the frustration caused by receiving conflicting information regarding the installation address.We can confirm that your order was placed as a pre-order, as fibre is not yet live in your area. This means the installation cannot proceed until the fibre network is available in the area and the required infrastructure is ready.We understand that this does not change the inconvenience you’ve experienced, particularly after being given installation dates that could not be fulfilled. We appreciate your patience and understand your request for a refund and collection of the equipment.Kind regards,
The Mweb Team
We understand how frustrating this has been, especially after placing your order on 7 July, receiving the device shortly afterwards, and then experiencing repeated delays with the installation. We also recognise the impact this is having on your business and the frustration caused by receiving conflicting information regarding the installation address.We can confirm that your order was placed as a pre-order, as fibre is not yet live in your area. This means the installation cannot proceed until the fibre network is available in the area and the required infrastructure is ready.We understand that this does not change the inconvenience you’ve experienced, particularly after being given installation dates that could not be fulfilled. We appreciate your patience and understand your request for a refund and collection of the equipment.Kind regards,
The Mweb Team
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Thando R's updateReviewer Update
04 Sept 2026, 16:36Opensever is what mweb referred to us. We have been seeing the opensever techs... One guy told us that you mweb needs to contact opensever in order for them to come and do the installations... And why would I been getting whatsapp messages from opensever for scheduling installation dates if they're still busy with the infrastructures makes no sense to me.
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Thando R's update04 Sept 2026, 16:36
Reviewer Update
Opensever is what mweb referred to us. We have been seeing the opensever techs... One guy told us that you mweb needs to contact opensever in order for them to come and do the installations... And why would I been getting whatsapp messages from opensever for scheduling installation dates if they're still busy with the infrastructures makes no sense to me.
Mweb's replyOfficial
04 Sept 2026, 16:40Hi Thando,We understand why this is confusing, especially when you’ve been receiving WhatsApp messages from Openserve to schedule installation dates and have also seen their technicians in the area. It’s completely understandable that this would give you the impression that the fibre infrastructure is ready for installation.Your order was placed as a pre-order, and unfortunately, there is no confirmed turnaround time for pre-orders. The installation can only proceed once the required fibre infrastructure is ready and the network provider confirms that the area is serviceable.We appreciate that receiving scheduled installation messages while still waiting for the infrastructure to become available creates conflicting expectations. We also recognise how frustrating this is after you’ve been waiting since July, particularly as you need the connection for your business.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply04 Sept 2026, 16:40
Official
Hi Thando,We understand why this is confusing, especially when you’ve been receiving WhatsApp messages from Openserve to schedule installation dates and have also seen their technicians in the area. It’s completely understandable that this would give you the impression that the fibre infrastructure is ready for installation.Your order was placed as a pre-order, and unfortunately, there is no confirmed turnaround time for pre-orders. The installation can only proceed once the required fibre infrastructure is ready and the network provider confirms that the area is serviceable.We appreciate that receiving scheduled installation messages while still waiting for the infrastructure to become available creates conflicting expectations. We also recognise how frustrating this is after you’ve been waiting since July, particularly as you need the connection for your business.Kind regards,
The Mweb Team
The Mweb Team
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Thando R's updateReviewer Update
04 Sept 2026, 16:58You see this could have been communicated with us before even accepting the pre-order. That could have given us a chance to decide whether we will wait or not go ahead at all. No communication whatsoever... We just have to be in the dark and keep waiting so unprofessional. Next time please check the locations coverage before accepting order.
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Thando R's update04 Sept 2026, 16:58
Reviewer Update
You see this could have been communicated with us before even accepting the pre-order. That could have given us a chance to decide whether we will wait or not go ahead at all. No communication whatsoever... We just have to be in the dark and keep waiting so unprofessional. Next time please check the locations coverage before accepting order.
Mweb's replyOfficial
04 Sept 2026, 17:00Hi Thando,We understand your point, and you’re right that having clarity about the pre-order status and the lack of a confirmed installation timeframe upfront would have allowed you to make an informed decision about whether to proceed.We also recognise that receiving installation scheduling messages from Openserve while not having clear information from Mweb has understandably added to the confusion and frustration. You should have had a clearer understanding of the order status and what to expect while waiting for the network to become serviceable.We appreciate you raising this with us and understand why the lack of communication has left you feeling that you’ve been kept in the dark.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply04 Sept 2026, 17:00
Official
Hi Thando,We understand your point, and you’re right that having clarity about the pre-order status and the lack of a confirmed installation timeframe upfront would have allowed you to make an informed decision about whether to proceed.We also recognise that receiving installation scheduling messages from Openserve while not having clear information from Mweb has understandably added to the confusion and frustration. You should have had a clearer understanding of the order status and what to expect while waiting for the network to become serviceable.We appreciate you raising this with us and understand why the lack of communication has left you feeling that you’ve been kept in the dark.Kind regards,
The Mweb Team
The Mweb Team