No Internet Since Mid-January, Zero Support, Still Billing Me – Extremely Disappointing Service

I have been an MWEB fibre customer for about 4 years, and my recent experience has been absolutely unacceptable.

From 17 January, my fibre connection started having issues. After several calls, I was told everything looked fine on MWEB’s side and advised to reset the router. The connection briefly came back, then went down completely a few days later and has not worked since.

From around 20 January, I called MWEB almost daily, often waiting 2–3 hours on hold, only for calls to be dropped or ended before I could get help. When I did reach agents, the troubleshooting was very basic and did not resolve the issue. I even contacted Vodacom (the infrastructure provider) myself and paid for an IT technician, who confirmed my router was fine and that the problem appears to be with the fibre box/infrastructure.

After waiting over 2.5 hours on one call, I asked MWEB to send a technician to check the fibre box. I was told this was not possible and that the earliest assistance would be another troubleshooting call days later — despite me already being two weeks without internet. I later found out, shockingly, that none of my previous calls were logged on their system, and that only one recent call showed on my account. This was extremely upsetting after spending hours on hold every day.

Because of the lack of assistance and accountability, I submitted a cancellation request on 29 January, which was acknowledged by email. As of 4 February, I still have: -No internet -No follow-up -No resolution -No release of the fibre line

I work from home, so this has directly affected my employment and income. To make matters worse, MWEB is still billing me for February for a service that has not worked since mid-January, and I cannot move to another ISP because MWEB has not released the line.

Live chat support is also useless,you wait indefinitely and then get kicked out.

After four years as a loyal customer, the lack of urgency, care, and accountability shown by MWEB is deeply disappointing. I am requesting: -Immediate finalisation of my cancellation -Immediate release of the fibre line -A full refund/credit for February and the period without service