BP
Billy P
1 reviews | Active since Jun 2022
20 May 2026, 09:37
Poor Mweb Service
I have been with Mweb for several years. I currently have a fibre product at home with which I am very happy. Up until the end of April 2026, I had a fibre product at work. As from 4th May 2026 we relocated our offices. Unfortunately the new offices do not have fibre and we were then forced to go the LTE route. I opted for the 30mbps option. Although we are currently paying for 30mbps, from day one with this option, we have been lucky to receive 1mbps. The signal received is extremely weak. I reported this to Mweb who sent an Openserve agent to our offices. He arrived with his own router and after connecting it up received up to 67mbps. He therefore suggested that I contact Mweb to ask for a router replacement, which I did, expecting to receive a more powerful router. However, this was not the case as it replaced with exactly the same router with absolutely no improvement in the signal. I have spent an enormous amount of time on the phone to Mweb trying to resolve the problem without success. Due to the fact that the majority of my business is done online, this problem is negatively affecting us, and Mweb are too happy to collect our monthly payment for 30mbps, with us receiving between 0.5 and 1.0mbps. In addition to this, every phone call I make to discuss the problem, I have to listen to the voice recordings about being first in line for anything up to an hour, before getting a response. I sent an email to ***, but except for a reply stating that the complaint has been received and I will be contact within 24 to 48 business hours, to date I there has been no response. I definitely expected more from Mweb.
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Replies (3)
Mweb's replyOfficial
20 May 2026, 09:51Hi Billy, We understand how disruptive this has been for your business, especially since your day-to-day operations rely heavily on a stable and usable connection. Receiving significantly lower speeds than what you are paying for, combined with extended time spent trying to resolve the issue through calls and emails without clear resolution, is understandably frustrating. We have logged this with our Technical Team for further investigation. They will be reaching out to you directly to review the LTE performance concerns, assess the signal and router setup, and assist with identifying the root cause of the poor throughput you are experiencing. We appreciate the detailed context you’ve provided, as it will help the team focus their investigation and work toward a practical resolution as quickly as possible. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply20 May 2026, 09:51
Official
Hi Billy, We understand how disruptive this has been for your business, especially since your day-to-day operations rely heavily on a stable and usable connection. Receiving significantly lower speeds than what you are paying for, combined with extended time spent trying to resolve the issue through calls and emails without clear resolution, is understandably frustrating. We have logged this with our Technical Team for further investigation. They will be reaching out to you directly to review the LTE performance concerns, assess the signal and router setup, and assist with identifying the root cause of the poor throughput you are experiencing. We appreciate the detailed context you’ve provided, as it will help the team focus their investigation and work toward a practical resolution as quickly as possible. Kind regards,
The Mweb Team
The Mweb Team
BP
Billy P's updateReviewer Update
10 Jun 2026, 09:26I refer the response to my complaint dated 20th May 2026 and respond as follows.
I have since been contacted by several representatives from Mweb without a solution to my problem. I have had 2 visits from a Telkom (Openserve) agent who contacted someone that control the settings at the tower. While he was at my office the person adjusted the settings which increased the strength of the signal to a satisfactory level, but then reset the settings to what they were before with the explanation that they need to obtain authority in order to adjust the settings. This happened on two occasions, but to date nothing and i mean NOTHING has been done to improve the situation. To make matters worse, after Mweb went silent on me after the last Telkom agent was at our office, I phoned yesterday (Tuesday 9th June 2026) to query what was happening, and was assured by the representative that a tech specialist would be phoning me by 1.00pm to discuss the matter, I am still waiting for that phone call. Currently, we are being billed for up to 30mbps, but are lucky to receive 1mbps. and Mweb are doing absolutely NOTHING and I mean NOTHING to sort out the problem.
Here is a portion of the response to my last complaint and I quote,
" We appreciate the detailed context you’ve provided, as it will help the team focus their investigation and work toward a practical resolution as quickly as possible" unquote.
L:et me assure you, Mweb have done nothing to work toward a practical solution since my complaint which is now almost a month.. This is the worst service I have ever experienced, and i think it is now time to reconsider my dealings with Mweb, not only at our office but also with my personal home wifi contract, as I cannot deal with a company that makes idle promises to make themselves look good, but does nothing to actually solve the problem
I have since been contacted by several representatives from Mweb without a solution to my problem. I have had 2 visits from a Telkom (Openserve) agent who contacted someone that control the settings at the tower. While he was at my office the person adjusted the settings which increased the strength of the signal to a satisfactory level, but then reset the settings to what they were before with the explanation that they need to obtain authority in order to adjust the settings. This happened on two occasions, but to date nothing and i mean NOTHING has been done to improve the situation. To make matters worse, after Mweb went silent on me after the last Telkom agent was at our office, I phoned yesterday (Tuesday 9th June 2026) to query what was happening, and was assured by the representative that a tech specialist would be phoning me by 1.00pm to discuss the matter, I am still waiting for that phone call. Currently, we are being billed for up to 30mbps, but are lucky to receive 1mbps. and Mweb are doing absolutely NOTHING and I mean NOTHING to sort out the problem.
Here is a portion of the response to my last complaint and I quote,
" We appreciate the detailed context you’ve provided, as it will help the team focus their investigation and work toward a practical resolution as quickly as possible" unquote.
L:et me assure you, Mweb have done nothing to work toward a practical solution since my complaint which is now almost a month.. This is the worst service I have ever experienced, and i think it is now time to reconsider my dealings with Mweb, not only at our office but also with my personal home wifi contract, as I cannot deal with a company that makes idle promises to make themselves look good, but does nothing to actually solve the problem
BP
Billy P's update10 Jun 2026, 09:26
Reviewer Update
I refer the response to my complaint dated 20th May 2026 and respond as follows.
I have since been contacted by several representatives from Mweb without a solution to my problem. I have had 2 visits from a Telkom (Openserve) agent who contacted someone that control the settings at the tower. While he was at my office the person adjusted the settings which increased the strength of the signal to a satisfactory level, but then reset the settings to what they were before with the explanation that they need to obtain authority in order to adjust the settings. This happened on two occasions, but to date nothing and i mean NOTHING has been done to improve the situation. To make matters worse, after Mweb went silent on me after the last Telkom agent was at our office, I phoned yesterday (Tuesday 9th June 2026) to query what was happening, and was assured by the representative that a tech specialist would be phoning me by 1.00pm to discuss the matter, I am still waiting for that phone call. Currently, we are being billed for up to 30mbps, but are lucky to receive 1mbps. and Mweb are doing absolutely NOTHING and I mean NOTHING to sort out the problem.
Here is a portion of the response to my last complaint and I quote,
" We appreciate the detailed context you’ve provided, as it will help the team focus their investigation and work toward a practical resolution as quickly as possible" unquote.
L:et me assure you, Mweb have done nothing to work toward a practical solution since my complaint which is now almost a month.. This is the worst service I have ever experienced, and i think it is now time to reconsider my dealings with Mweb, not only at our office but also with my personal home wifi contract, as I cannot deal with a company that makes idle promises to make themselves look good, but does nothing to actually solve the problem
I have since been contacted by several representatives from Mweb without a solution to my problem. I have had 2 visits from a Telkom (Openserve) agent who contacted someone that control the settings at the tower. While he was at my office the person adjusted the settings which increased the strength of the signal to a satisfactory level, but then reset the settings to what they were before with the explanation that they need to obtain authority in order to adjust the settings. This happened on two occasions, but to date nothing and i mean NOTHING has been done to improve the situation. To make matters worse, after Mweb went silent on me after the last Telkom agent was at our office, I phoned yesterday (Tuesday 9th June 2026) to query what was happening, and was assured by the representative that a tech specialist would be phoning me by 1.00pm to discuss the matter, I am still waiting for that phone call. Currently, we are being billed for up to 30mbps, but are lucky to receive 1mbps. and Mweb are doing absolutely NOTHING and I mean NOTHING to sort out the problem.
Here is a portion of the response to my last complaint and I quote,
" We appreciate the detailed context you’ve provided, as it will help the team focus their investigation and work toward a practical resolution as quickly as possible" unquote.
L:et me assure you, Mweb have done nothing to work toward a practical solution since my complaint which is now almost a month.. This is the worst service I have ever experienced, and i think it is now time to reconsider my dealings with Mweb, not only at our office but also with my personal home wifi contract, as I cannot deal with a company that makes idle promises to make themselves look good, but does nothing to actually solve the problem
Mweb's replyOfficial
10 Jun 2026, 09:47Hi Billy,
We can understand the frustration and disappointment here, especially given the ongoing signal concerns, multiple site visits, and the expectation that this would have been resolved by now. We also note the impact this is having on your business performance, particularly with the significant gap between the service billed and the actual speeds being experienced.To ensure we move forward with accurate diagnostics and avoid any delays or misrouting of the investigation, we need to confirm one important detail first.Could you please confirm whether the Telkom LTE service is registered under your name? This will help us correctly align the fault investigation with the responsible account holder and ensure the technical team engages the correct provisioning and support channels.Once confirmed, we will escalate this further with the relevant network and technical teams and ensure you receive a clear, structured update on what is being done next, including accountability on the tower configuration adjustments and the speed variance being experienced.We’ll take your feedback on the communication delays and previous follow-ups as well and ensure this is reviewed alongside the technical escalation so the matter is not only investigated, but actively progressed.Kind regards,
The Mweb Team
We can understand the frustration and disappointment here, especially given the ongoing signal concerns, multiple site visits, and the expectation that this would have been resolved by now. We also note the impact this is having on your business performance, particularly with the significant gap between the service billed and the actual speeds being experienced.To ensure we move forward with accurate diagnostics and avoid any delays or misrouting of the investigation, we need to confirm one important detail first.Could you please confirm whether the Telkom LTE service is registered under your name? This will help us correctly align the fault investigation with the responsible account holder and ensure the technical team engages the correct provisioning and support channels.Once confirmed, we will escalate this further with the relevant network and technical teams and ensure you receive a clear, structured update on what is being done next, including accountability on the tower configuration adjustments and the speed variance being experienced.We’ll take your feedback on the communication delays and previous follow-ups as well and ensure this is reviewed alongside the technical escalation so the matter is not only investigated, but actively progressed.Kind regards,
The Mweb Team
Mweb's reply10 Jun 2026, 09:47
Official
Hi Billy,
We can understand the frustration and disappointment here, especially given the ongoing signal concerns, multiple site visits, and the expectation that this would have been resolved by now. We also note the impact this is having on your business performance, particularly with the significant gap between the service billed and the actual speeds being experienced.To ensure we move forward with accurate diagnostics and avoid any delays or misrouting of the investigation, we need to confirm one important detail first.Could you please confirm whether the Telkom LTE service is registered under your name? This will help us correctly align the fault investigation with the responsible account holder and ensure the technical team engages the correct provisioning and support channels.Once confirmed, we will escalate this further with the relevant network and technical teams and ensure you receive a clear, structured update on what is being done next, including accountability on the tower configuration adjustments and the speed variance being experienced.We’ll take your feedback on the communication delays and previous follow-ups as well and ensure this is reviewed alongside the technical escalation so the matter is not only investigated, but actively progressed.Kind regards,
The Mweb Team
We can understand the frustration and disappointment here, especially given the ongoing signal concerns, multiple site visits, and the expectation that this would have been resolved by now. We also note the impact this is having on your business performance, particularly with the significant gap between the service billed and the actual speeds being experienced.To ensure we move forward with accurate diagnostics and avoid any delays or misrouting of the investigation, we need to confirm one important detail first.Could you please confirm whether the Telkom LTE service is registered under your name? This will help us correctly align the fault investigation with the responsible account holder and ensure the technical team engages the correct provisioning and support channels.Once confirmed, we will escalate this further with the relevant network and technical teams and ensure you receive a clear, structured update on what is being done next, including accountability on the tower configuration adjustments and the speed variance being experienced.We’ll take your feedback on the communication delays and previous follow-ups as well and ensure this is reviewed alongside the technical escalation so the matter is not only investigated, but actively progressed.Kind regards,
The Mweb Team