LG
Lida G
1 reviews | Active since Jan 2012
12 Mar 2026, 13:52
No Support, Internet Down and Phishing Flood
After 20 years as an MWEB customer, this experience has been the final straw.
For the past five days I have been inundated not only with spam, but with phishing attempts, which is extremely concerning. At the same time my internet service has now gone down.
Trying to get assistance has been incredibly frustrating. I spent 90 minutes on hold hearing “you are caller number 20 in the queue.” If you select the new sales option someone answers almost immediately, but once transferred to technical support you are again placed in a queue — caller number 3 or 6 — waiting 60+ minutes. I tried this twice before eventually giving up.
What is most disappointing is how out of touch the company now seems with its customers. Everything has been replaced by bots and “self-help” systems that provide no real help at all. The personalised service that once defined MWEB has clearly disappeared.
After two decades as a customer, it feels like customer retention is no longer a priority. I would appreciate a response explaining how customers are expected to get assistance under these circumstances.
Helpful (0)
Replies (2)0
Replies (2)
Mweb's replyOfficial
12 Mar 2026, 14:19Hello Lida. Thank you for taking the time to share this feedback, and for being a customer for more than 20 years. We recognise the loyalty behind a relationship like that, and we fully understand how disappointing it must feel when the experience you described does not reflect the level of service you expect from Mweb.
The spam monitoring system has recently been updated and now improves its detection by learning from messages that customers move to their Junk or Spam folders. To help strengthen the filtering, we recommend moving any suspicious or unwanted emails to the Junk folder rather than deleting them. This action helps the system recognise similar messages in the future and improves overall spam detection. As an additional precaution, if any personal details or login information were entered on a website linked within those emails, it would be advisable to change your email password immediately to help protect your account.
Regarding the connectivity issue you mentioned, there is currently a reported outage affecting MetroFibre connections in the City of Tshwane, Pretoria, and Pretoria North. MetroFibre technicians are actively working to restore affected connections, and services should return as soon as the repair work is completed.
Your feedback about the difficulty reaching assistance and the impact of automated systems has been noted and shared with the relevant teams. Please let us know if there is anything more we can do to further assist you.
Kind regards,
Mweb Team
The spam monitoring system has recently been updated and now improves its detection by learning from messages that customers move to their Junk or Spam folders. To help strengthen the filtering, we recommend moving any suspicious or unwanted emails to the Junk folder rather than deleting them. This action helps the system recognise similar messages in the future and improves overall spam detection. As an additional precaution, if any personal details or login information were entered on a website linked within those emails, it would be advisable to change your email password immediately to help protect your account.
Regarding the connectivity issue you mentioned, there is currently a reported outage affecting MetroFibre connections in the City of Tshwane, Pretoria, and Pretoria North. MetroFibre technicians are actively working to restore affected connections, and services should return as soon as the repair work is completed.
Your feedback about the difficulty reaching assistance and the impact of automated systems has been noted and shared with the relevant teams. Please let us know if there is anything more we can do to further assist you.
Kind regards,
Mweb Team
Mweb's reply12 Mar 2026, 14:19
Official
Hello Lida. Thank you for taking the time to share this feedback, and for being a customer for more than 20 years. We recognise the loyalty behind a relationship like that, and we fully understand how disappointing it must feel when the experience you described does not reflect the level of service you expect from Mweb.
The spam monitoring system has recently been updated and now improves its detection by learning from messages that customers move to their Junk or Spam folders. To help strengthen the filtering, we recommend moving any suspicious or unwanted emails to the Junk folder rather than deleting them. This action helps the system recognise similar messages in the future and improves overall spam detection. As an additional precaution, if any personal details or login information were entered on a website linked within those emails, it would be advisable to change your email password immediately to help protect your account.
Regarding the connectivity issue you mentioned, there is currently a reported outage affecting MetroFibre connections in the City of Tshwane, Pretoria, and Pretoria North. MetroFibre technicians are actively working to restore affected connections, and services should return as soon as the repair work is completed.
Your feedback about the difficulty reaching assistance and the impact of automated systems has been noted and shared with the relevant teams. Please let us know if there is anything more we can do to further assist you.
Kind regards,
Mweb Team
The spam monitoring system has recently been updated and now improves its detection by learning from messages that customers move to their Junk or Spam folders. To help strengthen the filtering, we recommend moving any suspicious or unwanted emails to the Junk folder rather than deleting them. This action helps the system recognise similar messages in the future and improves overall spam detection. As an additional precaution, if any personal details or login information were entered on a website linked within those emails, it would be advisable to change your email password immediately to help protect your account.
Regarding the connectivity issue you mentioned, there is currently a reported outage affecting MetroFibre connections in the City of Tshwane, Pretoria, and Pretoria North. MetroFibre technicians are actively working to restore affected connections, and services should return as soon as the repair work is completed.
Your feedback about the difficulty reaching assistance and the impact of automated systems has been noted and shared with the relevant teams. Please let us know if there is anything more we can do to further assist you.
Kind regards,
Mweb Team
LG
Lida G's updateReviewer Update
12 Mar 2026, 14:50 Extremely disappointing response to long-standing customer!
After more than 20 years as an MWEB customer, the experience over the past week has been extremely frustrating, and the generic response provided on HelloPeter has done little to address the core issues raised.
The explanation regarding spam filtering updates does not resolve the fact that customers are currently being flooded with phishing attempts and spam emails. Advising customers to simply move emails to Junk folders shifts the burden of fixing the problem onto the user rather than addressing the underlying failure of the filtering system.
More importantly, the response does not address the support accessibility issue at all. I spent up to 90 minutes on hold while being told I was caller number 20 in the queue. When selecting the new sales option, however, calls were answered almost immediately, only to be transferred back into the technical support queue. That experience gives the clear impression that new sales are prioritised over existing customers needing assistance.
The MetroFibre outage explanation may account for the connection disruption, but it does not explain the inability to reach meaningful support during the incident.
After two decades of loyalty, this level of service and the generic nature of the response are extremely disappointing.
I would appreciate a clear and practical explanation of (1) how customers are expected to obtain timely support when technical problems occur, and(2) what concrete steps MWEB is taking to address the current spam and phishing surge affecting customers instead of shifting the onus onto users.
After more than 20 years as an MWEB customer, the experience over the past week has been extremely frustrating, and the generic response provided on HelloPeter has done little to address the core issues raised.
The explanation regarding spam filtering updates does not resolve the fact that customers are currently being flooded with phishing attempts and spam emails. Advising customers to simply move emails to Junk folders shifts the burden of fixing the problem onto the user rather than addressing the underlying failure of the filtering system.
More importantly, the response does not address the support accessibility issue at all. I spent up to 90 minutes on hold while being told I was caller number 20 in the queue. When selecting the new sales option, however, calls were answered almost immediately, only to be transferred back into the technical support queue. That experience gives the clear impression that new sales are prioritised over existing customers needing assistance.
The MetroFibre outage explanation may account for the connection disruption, but it does not explain the inability to reach meaningful support during the incident.
After two decades of loyalty, this level of service and the generic nature of the response are extremely disappointing.
I would appreciate a clear and practical explanation of (1) how customers are expected to obtain timely support when technical problems occur, and(2) what concrete steps MWEB is taking to address the current spam and phishing surge affecting customers instead of shifting the onus onto users.
LG
Lida G's update12 Mar 2026, 14:50
Reviewer Update
Extremely disappointing response to long-standing customer!
After more than 20 years as an MWEB customer, the experience over the past week has been extremely frustrating, and the generic response provided on HelloPeter has done little to address the core issues raised.
The explanation regarding spam filtering updates does not resolve the fact that customers are currently being flooded with phishing attempts and spam emails. Advising customers to simply move emails to Junk folders shifts the burden of fixing the problem onto the user rather than addressing the underlying failure of the filtering system.
More importantly, the response does not address the support accessibility issue at all. I spent up to 90 minutes on hold while being told I was caller number 20 in the queue. When selecting the new sales option, however, calls were answered almost immediately, only to be transferred back into the technical support queue. That experience gives the clear impression that new sales are prioritised over existing customers needing assistance.
The MetroFibre outage explanation may account for the connection disruption, but it does not explain the inability to reach meaningful support during the incident.
After two decades of loyalty, this level of service and the generic nature of the response are extremely disappointing.
I would appreciate a clear and practical explanation of (1) how customers are expected to obtain timely support when technical problems occur, and(2) what concrete steps MWEB is taking to address the current spam and phishing surge affecting customers instead of shifting the onus onto users.
After more than 20 years as an MWEB customer, the experience over the past week has been extremely frustrating, and the generic response provided on HelloPeter has done little to address the core issues raised.
The explanation regarding spam filtering updates does not resolve the fact that customers are currently being flooded with phishing attempts and spam emails. Advising customers to simply move emails to Junk folders shifts the burden of fixing the problem onto the user rather than addressing the underlying failure of the filtering system.
More importantly, the response does not address the support accessibility issue at all. I spent up to 90 minutes on hold while being told I was caller number 20 in the queue. When selecting the new sales option, however, calls were answered almost immediately, only to be transferred back into the technical support queue. That experience gives the clear impression that new sales are prioritised over existing customers needing assistance.
The MetroFibre outage explanation may account for the connection disruption, but it does not explain the inability to reach meaningful support during the incident.
After two decades of loyalty, this level of service and the generic nature of the response are extremely disappointing.
I would appreciate a clear and practical explanation of (1) how customers are expected to obtain timely support when technical problems occur, and(2) what concrete steps MWEB is taking to address the current spam and phishing surge affecting customers instead of shifting the onus onto users.