NS
Natasha S
1 reviews | Active since Feb 2019
04 May 2026, 08:25
Poor Service delivery, Terrible Customer service
We cancelled our ISP line due to in consistent speeds; we never got what we paid for. Cancelled 1 April with the expectation of connecting to our new ISP 1 May but MWEB did not release the line & had the ordacity to run the D/O for the month of May. I've been holding online for days; agents start helping then pass the buck to another agent. No body takes ownership. Pathetic service delivery
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Mweb's replyOfficial
04 May 2026, 10:37Hi Natasha, we understand your frustration, especially where cancellation timelines, line release delays, and an unexpected debit have all come together. That combination of inconsistent speeds, delayed transition to your new provider, and repeated handovers without clear ownership is not the experience we aim to deliver. We can confirm that a follow-up has been submitted to our Cancellations Team to urgently review your cancellation effective date, the line release status, and the May debit order. They will investigate the sequence of events and ensure feedback is provided to you directly once the review is complete. We also acknowledge your concern around being transferred between agents. That is not the standard of ownership we expect, and your experience has been flagged for attention so it can be addressed internally. We appreciate you raising this, and we will ensure it is followed through until you receive a clear outcome. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply04 May 2026, 10:37
Official
Hi Natasha, we understand your frustration, especially where cancellation timelines, line release delays, and an unexpected debit have all come together. That combination of inconsistent speeds, delayed transition to your new provider, and repeated handovers without clear ownership is not the experience we aim to deliver. We can confirm that a follow-up has been submitted to our Cancellations Team to urgently review your cancellation effective date, the line release status, and the May debit order. They will investigate the sequence of events and ensure feedback is provided to you directly once the review is complete. We also acknowledge your concern around being transferred between agents. That is not the standard of ownership we expect, and your experience has been flagged for attention so it can be addressed internally. We appreciate you raising this, and we will ensure it is followed through until you receive a clear outcome. Kind regards,
The Mweb Team
The Mweb Team