ND
Nerrisha D
1 reviews | Active since Aug 2023
11 May 2026, 10:51
Stay away from Mweb
I am extremely disappointed with the service from Mweb. We have had no WiFi connection since 05/05/2026, which is now over a week of complete service outage. Despite multiple days without any internet access, we are still being billed for a full month’s service. This is unacceptable and unfair.
This disruption is having a serious impact, as there are online exams scheduled this week and no alternative connectivity has been provided. The lack of communication and resolution from Mweb Fibre is unaccptable.
Helpful (0)
Replies (5)0
Replies (5)
Mweb's replyOfficial
11 May 2026, 11:23Hi Nerrisha,
Being without a WiFi connection for over a week, especially while still being billed and needing the service for something as important as online exams, is extremely distressing and disruptive. We understand how serious this situation is and why the lack of progress and communication has been so disappointing. This is not the experience we want for our customers, nor the standard of service we aim to deliver.
We can see that there is an open network fault for your area, and Vumatel is currently performing a network cutover. These works are aimed at reducing signal loss and improving overall service reliability, and have become necessary due to repeated external damage repairs over time that affected the network. During this process, Vumatel has also identified multiple underground damages caused by another fibre network operator, which caused a setback, but the work is actively progressing.
There is an open reference under MWB***9, and our Fault Monitoring Team is actively following up on the progression of this fault. You have been linked to receive SMS updates as the fault progresses and as soon as service is restored.
Your experience and feedback will be shared with our Service Quality Team for review, as communication and impact during prolonged outages must be handled better.
If you need any further assistance, you’re welcome to reach out to us again via Hello Peter, and we’ll continue to assist.
Kind regards,
Mweb Team
Being without a WiFi connection for over a week, especially while still being billed and needing the service for something as important as online exams, is extremely distressing and disruptive. We understand how serious this situation is and why the lack of progress and communication has been so disappointing. This is not the experience we want for our customers, nor the standard of service we aim to deliver.
We can see that there is an open network fault for your area, and Vumatel is currently performing a network cutover. These works are aimed at reducing signal loss and improving overall service reliability, and have become necessary due to repeated external damage repairs over time that affected the network. During this process, Vumatel has also identified multiple underground damages caused by another fibre network operator, which caused a setback, but the work is actively progressing.
There is an open reference under MWB***9, and our Fault Monitoring Team is actively following up on the progression of this fault. You have been linked to receive SMS updates as the fault progresses and as soon as service is restored.
Your experience and feedback will be shared with our Service Quality Team for review, as communication and impact during prolonged outages must be handled better.
If you need any further assistance, you’re welcome to reach out to us again via Hello Peter, and we’ll continue to assist.
Kind regards,
Mweb Team
Mweb's reply11 May 2026, 11:23
Official
Hi Nerrisha,
Being without a WiFi connection for over a week, especially while still being billed and needing the service for something as important as online exams, is extremely distressing and disruptive. We understand how serious this situation is and why the lack of progress and communication has been so disappointing. This is not the experience we want for our customers, nor the standard of service we aim to deliver.
We can see that there is an open network fault for your area, and Vumatel is currently performing a network cutover. These works are aimed at reducing signal loss and improving overall service reliability, and have become necessary due to repeated external damage repairs over time that affected the network. During this process, Vumatel has also identified multiple underground damages caused by another fibre network operator, which caused a setback, but the work is actively progressing.
There is an open reference under MWB***9, and our Fault Monitoring Team is actively following up on the progression of this fault. You have been linked to receive SMS updates as the fault progresses and as soon as service is restored.
Your experience and feedback will be shared with our Service Quality Team for review, as communication and impact during prolonged outages must be handled better.
If you need any further assistance, you’re welcome to reach out to us again via Hello Peter, and we’ll continue to assist.
Kind regards,
Mweb Team
Being without a WiFi connection for over a week, especially while still being billed and needing the service for something as important as online exams, is extremely distressing and disruptive. We understand how serious this situation is and why the lack of progress and communication has been so disappointing. This is not the experience we want for our customers, nor the standard of service we aim to deliver.
We can see that there is an open network fault for your area, and Vumatel is currently performing a network cutover. These works are aimed at reducing signal loss and improving overall service reliability, and have become necessary due to repeated external damage repairs over time that affected the network. During this process, Vumatel has also identified multiple underground damages caused by another fibre network operator, which caused a setback, but the work is actively progressing.
There is an open reference under MWB***9, and our Fault Monitoring Team is actively following up on the progression of this fault. You have been linked to receive SMS updates as the fault progresses and as soon as service is restored.
Your experience and feedback will be shared with our Service Quality Team for review, as communication and impact during prolonged outages must be handled better.
If you need any further assistance, you’re welcome to reach out to us again via Hello Peter, and we’ll continue to assist.
Kind regards,
Mweb Team
ND
Nerrisha D's updateReviewer Update
12 May 2026, 06:24Thank you for the response, but this is unacceptable.
I’ve been without internet for over a week while still being billed, during a time I need it for online exams. “Work in progress” is not a solution.
Please provide:
A clear ETA
Confirmation of a refund/credit
An immediate alternative
This has seriously affected my studies, and I need urgent resolution and not generic updates.
If this is not resolved, I will escalate the matter to ICASA and the relevant consumer authorities.
I’ve been without internet for over a week while still being billed, during a time I need it for online exams. “Work in progress” is not a solution.
Please provide:
A clear ETA
Confirmation of a refund/credit
An immediate alternative
This has seriously affected my studies, and I need urgent resolution and not generic updates.
If this is not resolved, I will escalate the matter to ICASA and the relevant consumer authorities.
ND
Nerrisha D's update12 May 2026, 06:24
Reviewer Update
Thank you for the response, but this is unacceptable.
I’ve been without internet for over a week while still being billed, during a time I need it for online exams. “Work in progress” is not a solution.
Please provide:
A clear ETA
Confirmation of a refund/credit
An immediate alternative
This has seriously affected my studies, and I need urgent resolution and not generic updates.
If this is not resolved, I will escalate the matter to ICASA and the relevant consumer authorities.
I’ve been without internet for over a week while still being billed, during a time I need it for online exams. “Work in progress” is not a solution.
Please provide:
A clear ETA
Confirmation of a refund/credit
An immediate alternative
This has seriously affected my studies, and I need urgent resolution and not generic updates.
If this is not resolved, I will escalate the matter to ICASA and the relevant consumer authorities.
Mweb's replyOfficial
12 May 2026, 08:32Hi Nerrisha, We completely understand why this situation has reached a breaking point for you, especially with your online exams being impacted while the service has remained offline for an extended period. After more than a week without connectivity, you need clear outcomes and meaningful progress, not uncer*****y. Our technical and fault monitoring teams are actively engaged with Vumatel on the open network fault and ongoing cutover work affecting your area. The latest feedback confirms that the restoration process is still underway following the underground damage identified during the repair phase. While the work remains in progress, your fault reference under MWB***9 continues to be actively monitored and escalated internally for updates and restoration priority. We also understand your concerns regarding billing and the impact this outage has had on your studies. Your request for service credits/refund consideration and alternative assistance has been noted on the account for review alongside the ongoing fault management process. At this stage, the technical team is continuing to work directly with the network provider and will provide further feedback as soon as updated restoration information or an estimated timeframe becomes available. We understand how important timely communication is in a situation like this, and the matter remains under active attention. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply12 May 2026, 08:32
Official
Hi Nerrisha, We completely understand why this situation has reached a breaking point for you, especially with your online exams being impacted while the service has remained offline for an extended period. After more than a week without connectivity, you need clear outcomes and meaningful progress, not uncer*****y. Our technical and fault monitoring teams are actively engaged with Vumatel on the open network fault and ongoing cutover work affecting your area. The latest feedback confirms that the restoration process is still underway following the underground damage identified during the repair phase. While the work remains in progress, your fault reference under MWB***9 continues to be actively monitored and escalated internally for updates and restoration priority. We also understand your concerns regarding billing and the impact this outage has had on your studies. Your request for service credits/refund consideration and alternative assistance has been noted on the account for review alongside the ongoing fault management process. At this stage, the technical team is continuing to work directly with the network provider and will provide further feedback as soon as updated restoration information or an estimated timeframe becomes available. We understand how important timely communication is in a situation like this, and the matter remains under active attention. Kind regards,
The Mweb Team
The Mweb Team
ND
Nerrisha D's updateReviewer Update
12 May 2026, 08:38Can a manager call me as your are not giving me a solution regarding my question
ND
Nerrisha D's update12 May 2026, 08:38
Reviewer Update
Can a manager call me as your are not giving me a solution regarding my question
Mweb's replyOfficial
12 May 2026, 08:57 Hi Nerrisha,We understand your frustration, especially given the ongoing outage and the impact this has had on both your studies and daily connectivity needs. After the length of time involved, it’s completely understandable that you’re requesting direct engagement and clearer resolution-focused feedback.Your request for managerial contact has been noted on the open escalation linked to fault reference MWB***9. The relevant teams handling the escalation and network engagement have been updated accordingly, and the matter remains under active review with priority attention.As soon as further feedback becomes available from the technical and escalation teams, including any updates relating to restoration progress, billing considerations, or next steps, this will be communicated directly to you.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply12 May 2026, 08:57
Official
Hi Nerrisha,We understand your frustration, especially given the ongoing outage and the impact this has had on both your studies and daily connectivity needs. After the length of time involved, it’s completely understandable that you’re requesting direct engagement and clearer resolution-focused feedback.Your request for managerial contact has been noted on the open escalation linked to fault reference MWB***9. The relevant teams handling the escalation and network engagement have been updated accordingly, and the matter remains under active review with priority attention.As soon as further feedback becomes available from the technical and escalation teams, including any updates relating to restoration progress, billing considerations, or next steps, this will be communicated directly to you.Kind regards,
The Mweb Team
The Mweb Team