JN
July N
1 reviews | Active since Oct 2013
10 Apr 2026, 12:13
Poor Customer Support Experience – Urgent Concern
Good Day, I would like to formally raise a complaint regarding the extremely poor customer support I have experienced. On multiple occasions today, I contacted the MWEB customer service helpline and was placed on hold for an excessive period of time. My first call was on hold for over 45 minutes without being answered. I made a second attempt thereafter and remained on hold for more than two hours, again without any assistance. In addition, I attempted to use the live chat service, where my request went unanswered for several hours. This level of service is highly disappointing and unacceptable. Customers should not be left without support for such prolonged periods. Unfortunately, this experience has significantly impacted my confidence in MWEB’s ability to take customer support seriously. I trust that this matter will be addressed urgently and that feedback will be provided. Kind regards,
Helpful (0)
Replies (6)0
Replies (6)
Mweb's replyOfficial
10 Apr 2026, 12:30Hello July. Thank you for taking the time to share your concerns with us. We truly understand how frustrating it must have been to experience long hold times and delayed responses across both the call centre and live chat, especially when you needed assistance. This is not the standard of service we aim to provide, and we appreciate you bringing it to our attention.We would like to assist you directly and ensure this matter is properly reviewed and escalated. To proceed securely, we will need to move this to a private channel. Please confirm your registered email address so we can verify your account and gain access to the relevant details to assist you further without delay.Once we have your information, we will:
Kind regards,
The Mweb Team
- Review your recent contact attempts and queue times
- Investigate the delays experienced on both call and chat channels
- Escalate your complaint to the relevant support leadership team
- Ensure you receive clear feedback and an update on resolution steps
Kind regards,
The Mweb Team
Best regards,
Mweb's reply10 Apr 2026, 12:30
Official
Hello July. Thank you for taking the time to share your concerns with us. We truly understand how frustrating it must have been to experience long hold times and delayed responses across both the call centre and live chat, especially when you needed assistance. This is not the standard of service we aim to provide, and we appreciate you bringing it to our attention.We would like to assist you directly and ensure this matter is properly reviewed and escalated. To proceed securely, we will need to move this to a private channel. Please confirm your registered email address so we can verify your account and gain access to the relevant details to assist you further without delay.Once we have your information, we will:
Kind regards,
The Mweb Team
- Review your recent contact attempts and queue times
- Investigate the delays experienced on both call and chat channels
- Escalate your complaint to the relevant support leadership team
- Ensure you receive clear feedback and an update on resolution steps
Kind regards,
The Mweb Team
Best regards,
JN
July N's updateReviewer Update
10 Apr 2026, 12:42Hi,
My E-mail address: ***. My cellphone number is ***. My account number is: ***2
Thanks
My E-mail address: ***. My cellphone number is ***. My account number is: ***2
Thanks
JN
July N's update10 Apr 2026, 12:42
Reviewer Update
Hi,
My E-mail address: ***. My cellphone number is ***. My account number is: ***2
Thanks
My E-mail address: ***. My cellphone number is ***. My account number is: ***2
Thanks
Mweb's replyOfficial
10 Apr 2026, 15:19 Hello July. We never want our customers to feel unheard or frustrated. Your review feedback has been shared with the relevant customer journey teams to review your experience and make improvements where needed. We are dedicated to making things better for you and all our clients. Please feel free to reach out to us for any further support or discussion via private message.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,
Mweb's reply10 Apr 2026, 15:19
Official
Hello July. We never want our customers to feel unheard or frustrated. Your review feedback has been shared with the relevant customer journey teams to review your experience and make improvements where needed. We are dedicated to making things better for you and all our clients. Please feel free to reach out to us for any further support or discussion via private message.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,
JN
July N's updateReviewer Update
10 Apr 2026, 17:51I still have not received no assistance 5 hours later, my network still not working. This is really pathetic to say the least
JN
July N's update10 Apr 2026, 17:51
Reviewer Update
I still have not received no assistance 5 hours later, my network still not working. This is really pathetic to say the least
JN
July N's updateReviewer Update
10 Apr 2026, 17:52Im even on the line now trying to get assistance, im caller number 40 waiting, Imagine!!!
JN
July N's update10 Apr 2026, 17:52
Reviewer Update
Im even on the line now trying to get assistance, im caller number 40 waiting, Imagine!!!
Mweb's replyOfficial
13 Apr 2026, 17:31Hello Nkanyan,
We understand how frustrating and disruptive it must be to still be without service after several hours, especially when you are actively trying to get through to support and are experiencing long wait times. We recognise how important a stable connection is and how stressful it is when it is not working as expected.
There is a confirmed outage in your area, which is currently affecting connectivity. Vumatel`s teams are aware and are working on restoring service as quickly as possible.
An SMS notification will be sent to you the moment the outage has been resolved, so you will be kept updated automatically without needing to follow up.
You can also refer to our outage tracker here for future reference:
https://help.mweb.co.za/outages
Should you require any further assistance, you are welcome to send us a direct message on Hello Peter and we will gladly assist.
Kind regards,
Mweb Team
We understand how frustrating and disruptive it must be to still be without service after several hours, especially when you are actively trying to get through to support and are experiencing long wait times. We recognise how important a stable connection is and how stressful it is when it is not working as expected.
There is a confirmed outage in your area, which is currently affecting connectivity. Vumatel`s teams are aware and are working on restoring service as quickly as possible.
An SMS notification will be sent to you the moment the outage has been resolved, so you will be kept updated automatically without needing to follow up.
You can also refer to our outage tracker here for future reference:
https://help.mweb.co.za/outages
Should you require any further assistance, you are welcome to send us a direct message on Hello Peter and we will gladly assist.
Kind regards,
Mweb Team
Best regards,
Mweb's reply13 Apr 2026, 17:31
Official
Hello Nkanyan,
We understand how frustrating and disruptive it must be to still be without service after several hours, especially when you are actively trying to get through to support and are experiencing long wait times. We recognise how important a stable connection is and how stressful it is when it is not working as expected.
There is a confirmed outage in your area, which is currently affecting connectivity. Vumatel`s teams are aware and are working on restoring service as quickly as possible.
An SMS notification will be sent to you the moment the outage has been resolved, so you will be kept updated automatically without needing to follow up.
You can also refer to our outage tracker here for future reference:
https://help.mweb.co.za/outages
Should you require any further assistance, you are welcome to send us a direct message on Hello Peter and we will gladly assist.
Kind regards,
Mweb Team
We understand how frustrating and disruptive it must be to still be without service after several hours, especially when you are actively trying to get through to support and are experiencing long wait times. We recognise how important a stable connection is and how stressful it is when it is not working as expected.
There is a confirmed outage in your area, which is currently affecting connectivity. Vumatel`s teams are aware and are working on restoring service as quickly as possible.
An SMS notification will be sent to you the moment the outage has been resolved, so you will be kept updated automatically without needing to follow up.
You can also refer to our outage tracker here for future reference:
https://help.mweb.co.za/outages
Should you require any further assistance, you are welcome to send us a direct message on Hello Peter and we will gladly assist.
Kind regards,
Mweb Team
Best regards,