R1000 for no internet: My experience with MWeb’s service and billing

How is this acceptable, MWeb?

I paid nearly R1000 for internet last month.

For 15 of those days, I had no service. Zero. Nothing.

Let that sink in.

Half a month of no internet… and still billed in full.

Then it gets worse.

On the 20th, I requested a downgrade. I was clearly told it would take 2–10 days to process.

Now—14 days later—I’m told the downgrade only applies on a full calendar cycle… meaning I get billed the full amount again.

So which version is the truth?

Because right now, it looks like:

Either your consultants don’t know what they’re talking about Or customers are being told whatever delays billing changes

Both are unacceptable.

And here’s the real issue:

You don’t even publish a clear uptime guarantee.

So customers are expected to just accept being offline for half the month, while still paying full price?

Under the Consumer Protection Act, services must be delivered as agreed and be of reasonable quality.

This clearly isn’t.

Let’s summarise:

15 days without service Full billing regardless Conflicting information from support No accountability

At this point, this isn’t just “bad service”—it’s a failure to deliver what customers are paying for.

I’m posting this publicly because customers deserve to know exactly what they’re signing up for.