1 reviews | Active since Nov 2017
Pathetic service
Mweb is literally one of the worst ISP’s I have ever dealt with. The account is in my husbands name but I have been trying to get help as he is very busy. Your customer service is non existent, your chat and app functionality does NOT WORK. Phoning your call centre trying to get help is like pulling teeth. After weeks requesting MOP on your “app” we were told you never received it. Then we emailed as requested, waited again, still no call. I then phone in again and get told that there’s no ticket lodged! Now that we want to cancel, we are being dodged with every call. After phoning and phoning the call centre where the line just magically cuts out after 20 minutes of waiting, we STILL HAVE NOT BEEN ASSISTED??? HOW DO WE CANCEL THIS?? A PRODUCT WE ARE PAYING FOR AT AN ADDRESS WE ARE NOT LIVING AT, INTERNET WE DON’T HAVE! What’s so difficult about assisting?
We have moved, we don’t have the service you are debiting but then also refusing to help cancel. In the time I have struggled with mweb I have signed up with a different ISP and they have installed already!!!! That’s service. Not this! Yesterday after numerous attempts of the call centre, the excuse of an app I miraculously got through to an agent on the app who asked what my query was and when I mentioned I need help cancelling then MAGICALLY stopped assisting, his name was Wayne from retentions.
I worked in a call centre for 6 years and I am absolutely shocked at the service you give people.
Now finally PLEASE HELP WITH CANCELLING THIS PRODUCT!
Thank you for taking the time to share this and for explaining what you’ve been experiencing. We fully understand how frustrating and overwhelming this situation has been, especially after weeks of trying to get help, being passed between channels, receiving conflicting information, and feeling blocked when simply trying to cancel a service you no longer use. This is not the experience we want for our clients, and we recognise the stress and inconvenience this has caused you and your husband.
Your request has been escalated to our Cancellations Team with urgency. They have been asked to reach out directly to the account holder to take ownership of the situation and assist through the cancellation process properly, with clear guidance and next steps. The concerns raised around repeated failed contact, dropped calls, app and chat limitations, and the handling of this request will also be shared with our Service Quality Team for review and improvement.
If you need to follow up or provide any additional context while this escalation is being handled, you’re welcome to reach out to us via a private message on Hello Peter, where the matter can continue to be tracked through to resolution.
Kind regards,
Mweb Team
Thank you for taking the time to share this and for explaining what you’ve been experiencing. We fully understand how frustrating and overwhelming this situation has been, especially after weeks of trying to get help, being passed between channels, receiving conflicting information, and feeling blocked when simply trying to cancel a service you no longer use. This is not the experience we want for our clients, and we recognise the stress and inconvenience this has caused you and your husband.
Your request has been escalated to our Cancellations Team with urgency. They have been asked to reach out directly to the account holder to take ownership of the situation and assist through the cancellation process properly, with clear guidance and next steps. The concerns raised around repeated failed contact, dropped calls, app and chat limitations, and the handling of this request will also be shared with our Service Quality Team for review and improvement.
If you need to follow up or provide any additional context while this escalation is being handled, you’re welcome to reach out to us via a private message on Hello Peter, where the matter can continue to be tracked through to resolution.
Kind regards,
Mweb Team
Please provide a complaints and cancellation email address as it seems one WILL never get help from mweb. This matter will be taken further as coming from the financial industry, Mweb doesn’t understand TCF.
Please provide a complaints and cancellation email address as it seems one WILL never get help from mweb. This matter will be taken further as coming from the financial industry, Mweb doesn’t understand TCF.
Thank you for coming back to us and for raising this concern. We understand how frustrating it is to still be waiting for contact after actively trying to resolve the cancellation, and we acknowledge the impact this lack of follow‑through has had on your experience.
An urgent follow‑up has been sent to the Cancellations Team, clearly highlighting the need for direct contact and ownership of your request. The team has been prompted to review the matter and take the necessary steps to move this forward appropriately.
Kind regards,
Mweb Team
Thank you for coming back to us and for raising this concern. We understand how frustrating it is to still be waiting for contact after actively trying to resolve the cancellation, and we acknowledge the impact this lack of follow‑through has had on your experience.
An urgent follow‑up has been sent to the Cancellations Team, clearly highlighting the need for direct contact and ownership of your request. The team has been prompted to review the matter and take the necessary steps to move this forward appropriately.
Kind regards,
Mweb Team