GA
Gert A
1 reviews | Active since Jul 2016
08 Mar 2026, 10:39
PLEASE HELP Mweb, leaving sick wife at home at times alone due to your service
Since end January with the migration to the new platform I am only receiving <10% of my email. I do not receive critical banking notifications, making life extremely difficult. Had IT Technicians in at a cost of R3,780 checking my system, installing Thunderbird etc. All to no avail. I've spent approximately 41 hours waiting on live chat, with about 7 minutes interacting with MWeb tech staff. Received a call from Sam from Mweb at 15H48 on Feb 26 informing me that my email service will be sorted by Tuesday March 3 rd. I also requested that my banking domain be ‘White listed’ as advised by the abovementioned Techs. Today, March 8 th still no working/change in email service. Please MWEB I’m a75 year old with probably 20 years subscribed to your service. I cannot afford to keep driving around leaving a sick spouse unattended at times to get the service I need, no longer receive but still pay for.
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Replies (3)
Mweb's replyOfficial
09 Mar 2026, 11:54Hi Gert, thank you for sharing your experience and the detailed context regarding your email issues. We completely understand how frustrating and disruptive this must be, especially given the impact on critical communications and the time and effort you’ve invested trying to resolve it.
Please be assured that a callback has been scheduled with our technical team for tomorrow. They will review your email service, address the outstanding issues, and ensure your banking domain is properly whitelisted as requested.
We truly appreciate your patience and loyalty over the years, and we are committed to resolving this matter so your email service functions reliably again. U^
Mweb's reply09 Mar 2026, 11:54
Official
Hi Gert, thank you for sharing your experience and the detailed context regarding your email issues. We completely understand how frustrating and disruptive this must be, especially given the impact on critical communications and the time and effort you’ve invested trying to resolve it.
Please be assured that a callback has been scheduled with our technical team for tomorrow. They will review your email service, address the outstanding issues, and ensure your banking domain is properly whitelisted as requested.
We truly appreciate your patience and loyalty over the years, and we are committed to resolving this matter so your email service functions reliably again. U^
GA
Gert A's updateReviewer Update
10 Mar 2026, 19:14PLEASE MWeb. PLEASE, I BEG YOU AGAIN. What more do I need to do to get the service I pay for and rely heavily on?? It’s been 6 weeks now. Spent 40+ fruitless hours on chat, 7 days no income. Clarified emails with FNB within 1 hour. I did what I could with IT Techs, R3,800 at my expense. All of them attributed this to setting changes resulting from your transition end January. You admitted as much above. The so called ‘Whitelisting’ issue.
My primary time management tool is a (chronograph) watch. You use a calender. I adapted hoping you would call early. Gave up a full day, today, as per your undertaking above. Received at least 11 other calls. (Log available). No call from MWeb as undertaken above. No income either.
As already stated, I’m 75 yo, my wife (76) suffers from Acute Chronic RA. I need to earn an income in already difficult circumstances, and/or be able to have her taken care of or do it myself. This I explained above. You seemed to understand the situation.
Why can you not just restore my settings to what they were the previous 25 years, (since WorldOnline), prior to the transition? I really need to get this service restored. PLEASE. You’ve received payment by debit order. I never requested any change in settings, Why do you need to speak to me on a phone? PLEASE. PLEASE revert when you will have this resolved.
GA
Gert A's update10 Mar 2026, 19:14
Reviewer Update
PLEASE MWeb. PLEASE, I BEG YOU AGAIN. What more do I need to do to get the service I pay for and rely heavily on?? It’s been 6 weeks now. Spent 40+ fruitless hours on chat, 7 days no income. Clarified emails with FNB within 1 hour. I did what I could with IT Techs, R3,800 at my expense. All of them attributed this to setting changes resulting from your transition end January. You admitted as much above. The so called ‘Whitelisting’ issue.
My primary time management tool is a (chronograph) watch. You use a calender. I adapted hoping you would call early. Gave up a full day, today, as per your undertaking above. Received at least 11 other calls. (Log available). No call from MWeb as undertaken above. No income either.
As already stated, I’m 75 yo, my wife (76) suffers from Acute Chronic RA. I need to earn an income in already difficult circumstances, and/or be able to have her taken care of or do it myself. This I explained above. You seemed to understand the situation.
Why can you not just restore my settings to what they were the previous 25 years, (since WorldOnline), prior to the transition? I really need to get this service restored. PLEASE. You’ve received payment by debit order. I never requested any change in settings, Why do you need to speak to me on a phone? PLEASE. PLEASE revert when you will have this resolved.
Mweb's replyOfficial
11 Mar 2026, 08:18Hi Gert, thank you for reaching out and for sharing the detailed background regarding your experience. We understand how frustrating and disruptive this situation has been, especially considering the amount of time you have spent trying to resolve it and how important the service is for your daily needs.
A follow-up has been sent to the relevant team to urgently review your case and provide further assistance. We acknowledge the time you set aside expecting a call and understand the inconvenience caused when that did not happen as planned.
Your feedback and the information you’ve provided have been noted, and the team will continue investigating the matter to ensure the appropriate steps are taken toward restoring your service. An update will be provided as soon as feedback is received from the relevant team.
Thank you for your continued patience while this is being addressed. U^
Mweb's reply11 Mar 2026, 08:18
Official
Hi Gert, thank you for reaching out and for sharing the detailed background regarding your experience. We understand how frustrating and disruptive this situation has been, especially considering the amount of time you have spent trying to resolve it and how important the service is for your daily needs.
A follow-up has been sent to the relevant team to urgently review your case and provide further assistance. We acknowledge the time you set aside expecting a call and understand the inconvenience caused when that did not happen as planned.
Your feedback and the information you’ve provided have been noted, and the team will continue investigating the matter to ensure the appropriate steps are taken toward restoring your service. An update will be provided as soon as feedback is received from the relevant team.
Thank you for your continued patience while this is being addressed. U^