Paying Premium Prices for Unusable Internet and Non-Existent Support

We ( ***) are extremely frustrated with Mweb’s service and support, and at this point it feels like we are paying more for less. Our internet connection is consistently slow, unstable, and unreliable. The service frequently hangs, and we are forced to constantly test or check the connection just to see if it is working. This is not what anyone expects from a paid service, especially at the rates Mweb charges. When we previously contacted Mweb, we were advised to call the Retentions Department to arrange a new router as part of troubleshooting. However, trying to reach this department has been an absolute nightmare. For two consecutive days, we have attempted to call Retentions. We sit on hold for excessive periods, remaining “number six in the queue” for 30 minutes or more, with no answer and no callback. The so-called AI and live chat support is equally useless. We are told to “wait for an agent,” but no agent ever responds, and there is no follow-up or feedback whatsoever. This is not support it is a dead end. To make matters worse, we are expected to pay for phone calls to Mweb, only to be left waiting indefinitely with no assistance. Meanwhile, we continue to pay full monthly fees for a service that does not work properly and support that is effectively unreachable. This situation is unacceptable. We are sick and tired of paying for poor service, slow internet, and non-existent customer support. Mweb needs to take accountability and urgently: • Resolve the ongoing connectivity issues • Provide proper technical support • Honour the advice given regarding the router replacement • Contact us directly instead of hiding behind queues and automated systems If this is not resolved urgently, we will have no choice but to escalate further and reconsider remaining an Mweb customer.