BM
Bongani M
1 reviews | Active since Mar 2026
04 Mar 2026, 15:02
STINKING TERIBLE BAD SERVICE FROM MWEB
Account number: ***1, Invoice Number: I*** I have LTE product with MWEB. Last year October 2025 I decided to upgrade to Fibre now that Openserve, which MWEB is the ISP. Today is the 4 March 2026 and the fibre service is still not working, however, they sent the router, which is connected but never worked.
On the 12 February 2026 I reached out to MWEB to query about progress on activating my Fibre order. I was given reference X***5.
On the 1st March 2026 MWEB debited my account with R1510 instead of the normal R760 subscription fee. I reversed the debit order as expected. I then contacted them in the morning at 8am. I had to hold for more than one hour to speak to the agent about the billing problem. Eventually I got through to the call centre and spoke to a lady by the name of Rushan. I explained everything to her about the billing error/issue. She put me on hold and never got back to me. Instead she transferred to another department where I spoke to Thando. I explained to her what happened and the issue about the bill. She promised to escalate the issue and that someone will contact me. I then asked her transfer me to the person who can assist with my fibre order. She transferred me to the lady by the name of Cindy. She checked and advised that my Openserve router is active and working. I told her that it is not working and gave her the reference I got on the 12 February 2026. I asked why am I charged for extra R1000. She said it is for the router now that my Fibre is working. I said the agreement was that once the fibre is up and running MWEB must come and get their router since I will not need it. I also dont understand how they can charge me for the router when they can see that my LTE is still up and running. I was told that since I am upgrading to fibre, my LTE will be deactivated as soon as fibre is up and running. This is not the case.
It gets more interesting. Upon investigation, Mweb discovered that my router is working, however, they connected my neighbor with my B number and openserve router serial number. Instead of them sorting out the issue and my bill so that I can pay my normal subscription, they tell me that my account is in arrears with R1510, they still did not remove the charges for the router. Hence I am unable to make payment using their system on the App. It wants me to still pay R1510.
Today, the 4th March 2026 at exactly 8am I phoned their call centre. I was number 9 in the queue. After almost an hour when I was now number 3, they dropped the call.
I phoned again around 10am, I was number 12 in the queue. I was holding for more than 2 hours, (mind you I am using my airtime). Again when I was number 3, they dropped my call.
I phoned again, now it is after 12. I was number 11 in the queue. I waited. After 2 hours when I was number 1 in the queue, they dropped the call for the 3rd time today.
I have subsequently cancelled my services using their App. I got email saying my services will be cancelled as of the 1st May 2026. I am worried that since I am unable to make my normal payment, they will cut me off and I am working from home. I have already used lots of money trying to get through to them without success. All I want to do, is to pay what is due to them, they come and take their routers both for LTE and Openserve Fibre so that we can go our separate ways. I hope they get to see this review. I will never ever recommend MWEB to anyone. I am the one who recommended it to my neighbour and others in Naturena in our group. Now I am going to tell them of this experience and persuade them to use a different ISP
Helpful (0)
Replies (16)0
Replies (16)
Mweb's replyOfficial
04 Mar 2026, 16:02Hi Bongani,
Thank you for taking the time to explain everything in such detail. We understand how overwhelming and frustrating this situation must be — from the fibre activation delays, billing discrepancies, router confusion, and repeated dropped calls, to the concern about being in arrears while simply trying to pay your correct subscription. That’s a lot to deal with, especially when you’re working from home and relying on your connectivity.
From what you’ve described, there are multiple matters that require coordinated intervention — including the Openserve line activation, the router serial number mismatch, the billing adjustment, and your cancellation request. This is not something that should be left unresolved or passed between departments.
We have escalated your case to the relevant department to ensure a comprehensive review is conducted. The team has been requested to contact you directly and provide assistance.
Your concern about being unable to make your normal payment due to the incorrect outstanding amount will also form part of their review, so that your account reflects the accurate balance and you are not unfairly impacted.
We appreciate you bringing this to our attention. Our focus now is to ensure you receive direct engagement and clarity on the next steps without further inconvenience. T^
Thank you for taking the time to explain everything in such detail. We understand how overwhelming and frustrating this situation must be — from the fibre activation delays, billing discrepancies, router confusion, and repeated dropped calls, to the concern about being in arrears while simply trying to pay your correct subscription. That’s a lot to deal with, especially when you’re working from home and relying on your connectivity.
From what you’ve described, there are multiple matters that require coordinated intervention — including the Openserve line activation, the router serial number mismatch, the billing adjustment, and your cancellation request. This is not something that should be left unresolved or passed between departments.
We have escalated your case to the relevant department to ensure a comprehensive review is conducted. The team has been requested to contact you directly and provide assistance.
Your concern about being unable to make your normal payment due to the incorrect outstanding amount will also form part of their review, so that your account reflects the accurate balance and you are not unfairly impacted.
We appreciate you bringing this to our attention. Our focus now is to ensure you receive direct engagement and clarity on the next steps without further inconvenience. T^
Mweb's reply04 Mar 2026, 16:02
Official
Hi Bongani,
Thank you for taking the time to explain everything in such detail. We understand how overwhelming and frustrating this situation must be — from the fibre activation delays, billing discrepancies, router confusion, and repeated dropped calls, to the concern about being in arrears while simply trying to pay your correct subscription. That’s a lot to deal with, especially when you’re working from home and relying on your connectivity.
From what you’ve described, there are multiple matters that require coordinated intervention — including the Openserve line activation, the router serial number mismatch, the billing adjustment, and your cancellation request. This is not something that should be left unresolved or passed between departments.
We have escalated your case to the relevant department to ensure a comprehensive review is conducted. The team has been requested to contact you directly and provide assistance.
Your concern about being unable to make your normal payment due to the incorrect outstanding amount will also form part of their review, so that your account reflects the accurate balance and you are not unfairly impacted.
We appreciate you bringing this to our attention. Our focus now is to ensure you receive direct engagement and clarity on the next steps without further inconvenience. T^
Thank you for taking the time to explain everything in such detail. We understand how overwhelming and frustrating this situation must be — from the fibre activation delays, billing discrepancies, router confusion, and repeated dropped calls, to the concern about being in arrears while simply trying to pay your correct subscription. That’s a lot to deal with, especially when you’re working from home and relying on your connectivity.
From what you’ve described, there are multiple matters that require coordinated intervention — including the Openserve line activation, the router serial number mismatch, the billing adjustment, and your cancellation request. This is not something that should be left unresolved or passed between departments.
We have escalated your case to the relevant department to ensure a comprehensive review is conducted. The team has been requested to contact you directly and provide assistance.
Your concern about being unable to make your normal payment due to the incorrect outstanding amount will also form part of their review, so that your account reflects the accurate balance and you are not unfairly impacted.
We appreciate you bringing this to our attention. Our focus now is to ensure you receive direct engagement and clarity on the next steps without further inconvenience. T^
BM
Bongani M's updateReviewer Update
04 Mar 2026, 16:29Are you going to suspend my services due to the error on your side? Please advise.
BM
Bongani M's update04 Mar 2026, 16:29
Reviewer Update
Are you going to suspend my services due to the error on your side? Please advise.
Mweb's replyOfficial
04 Mar 2026, 16:37Hi Bongani. The relevant department who will be reaching out will address all your concerns including matters related to your billing. T^
Mweb's reply04 Mar 2026, 16:37
Official
Hi Bongani. The relevant department who will be reaching out will address all your concerns including matters related to your billing. T^
BM
Bongani M's updateReviewer Update
06 Mar 2026, 13:58Please note that my services have been suspended. I made a payment on Wednesday. Today MWEB collected their Fibre Router (IESO***) since I am no longer interested in it. May account is up to date. The outstanding balance is for the Router that was collected this morning. Please reconnect my services urgently I have to work. All this mess was created by yourselves yet I am the one suffering.
BM
Bongani M's update06 Mar 2026, 13:58
Reviewer Update
Please note that my services have been suspended. I made a payment on Wednesday. Today MWEB collected their Fibre Router (IESO***) since I am no longer interested in it. May account is up to date. The outstanding balance is for the Router that was collected this morning. Please reconnect my services urgently I have to work. All this mess was created by yourselves yet I am the one suffering.
Mweb's replyOfficial
06 Mar 2026, 14:31Our teams will do their best to restore your connection as soon as possible.
Mweb's reply06 Mar 2026, 14:31
Official
Our teams will do their best to restore your connection as soon as possible.
Mweb's replyOfficial
06 Mar 2026, 14:33Hi Bongani. Thank you for reaching out and for sharing the details of what has been happening. We understand how stressful this situation must be, especially when your connection is essential for work and your services are currently suspended.To help move this forward, we’ve escalated your request to our Finance Team so they can review the suspension and the recent payment. They will reach out to you directly to assist further and provide clarity on the next steps.We appreciate you bringing this to our attention and your patience while the team reviews the matter. T^
Mweb's reply06 Mar 2026, 14:33
Official
Hi Bongani. Thank you for reaching out and for sharing the details of what has been happening. We understand how stressful this situation must be, especially when your connection is essential for work and your services are currently suspended.To help move this forward, we’ve escalated your request to our Finance Team so they can review the suspension and the recent payment. They will reach out to you directly to assist further and provide clarity on the next steps.We appreciate you bringing this to our attention and your patience while the team reviews the matter. T^
BM
Bongani M's updateReviewer Update
07 Mar 2026, 07:46 Good morning. Yesterday at 16:41 I received an SMS saying my service has been reconnected. It is Saturday today and I am still not connected. I have switched it on and off many times, however, I am still not connected. Tried call your customer service Centre. It says you are close you open at 7:30 yet I phoned at 7:38. MWEB sucks at customer service. Please reconnect me. I am working from home. I have used lots of money buying data so I can work.
BM
Bongani M's update07 Mar 2026, 07:46
Reviewer Update
Good morning. Yesterday at 16:41 I received an SMS saying my service has been reconnected. It is Saturday today and I am still not connected. I have switched it on and off many times, however, I am still not connected. Tried call your customer service Centre. It says you are close you open at 7:30 yet I phoned at 7:38. MWEB sucks at customer service. Please reconnect me. I am working from home. I have used lots of money buying data so I can work.
Mweb's replyOfficial
09 Mar 2026, 10:00Hi Bongani, thank you for bringing this to our attention. We understand how frustrating it must be to be without service, especially when you are working from home. Please be assured that an escalation has been logged with our Technical team to review your connection and assist in getting your service reconnected as a priority. The team will follow up accordingly once the issue has been addressed. We appreciate your patience while this matter is being resolved. U^
Mweb's reply09 Mar 2026, 10:00
Official
Hi Bongani, thank you for bringing this to our attention. We understand how frustrating it must be to be without service, especially when you are working from home. Please be assured that an escalation has been logged with our Technical team to review your connection and assist in getting your service reconnected as a priority. The team will follow up accordingly once the issue has been addressed. We appreciate your patience while this matter is being resolved. U^
BM
Bongani M's updateReviewer Update
19 May 2026, 06:10Good morning.
May you please advise why am I still being billed when I canceled my account with you 2 months ago and requested that you come collect your routers? I did everything right and gave notice as per contact. You on the other were supposed to come collect your router as requested.
Please arrange for the router to be collected as requested and agreed that upon the end of my services you will come get your router. Thank you
May you please advise why am I still being billed when I canceled my account with you 2 months ago and requested that you come collect your routers? I did everything right and gave notice as per contact. You on the other were supposed to come collect your router as requested.
Please arrange for the router to be collected as requested and agreed that upon the end of my services you will come get your router. Thank you
BM
Bongani M's update19 May 2026, 06:10
Reviewer Update
Good morning.
May you please advise why am I still being billed when I canceled my account with you 2 months ago and requested that you come collect your routers? I did everything right and gave notice as per contact. You on the other were supposed to come collect your router as requested.
Please arrange for the router to be collected as requested and agreed that upon the end of my services you will come get your router. Thank you
May you please advise why am I still being billed when I canceled my account with you 2 months ago and requested that you come collect your routers? I did everything right and gave notice as per contact. You on the other were supposed to come collect your router as requested.
Please arrange for the router to be collected as requested and agreed that upon the end of my services you will come get your router. Thank you
Mweb's replyOfficial
20 May 2026, 08:46Hi Bongani, We understand how frustrating it is to continue receiving billing notifications after following the correct cancellation process and providing notice as required. Having unresolved equipment collection linked to a cancelled service can understandably create confusion and concern around ongoing charges. We can confirm that your matter has already been attended to by our Client Services team, and a router collection request has been logged for processing. The collection process is handled separately after cancellation, and once the equipment return is completed and updated on the account, it helps ensure all related records are aligned correctly. Kind regards, The Mweb Team
Mweb's reply20 May 2026, 08:46
Official
Hi Bongani, We understand how frustrating it is to continue receiving billing notifications after following the correct cancellation process and providing notice as required. Having unresolved equipment collection linked to a cancelled service can understandably create confusion and concern around ongoing charges. We can confirm that your matter has already been attended to by our Client Services team, and a router collection request has been logged for processing. The collection process is handled separately after cancellation, and once the equipment return is completed and updated on the account, it helps ensure all related records are aligned correctly. Kind regards, The Mweb Team
BM
Bongani M's updateReviewer Update
27 May 2026, 17:25Good day,
I still have not heard from your consultant with regard to the router that they must come collect. The invoice that is still open, I will not pay it since it is you who failed to do your job and give me good service as your reliable customer. It is clear that you are determined to ruin my good credit record with your unbecoming behavior. I will escalate this to the consumer commission if you don't get back to me as promised and sort out that invoice or bill which is for your own doing. I did everything right. I comp**** with my contractual obligations now it's your turn to do the same.
I still have not heard from your consultant with regard to the router that they must come collect. The invoice that is still open, I will not pay it since it is you who failed to do your job and give me good service as your reliable customer. It is clear that you are determined to ruin my good credit record with your unbecoming behavior. I will escalate this to the consumer commission if you don't get back to me as promised and sort out that invoice or bill which is for your own doing. I did everything right. I comp**** with my contractual obligations now it's your turn to do the same.
BM
Bongani M's update27 May 2026, 17:25
Reviewer Update
Good day,
I still have not heard from your consultant with regard to the router that they must come collect. The invoice that is still open, I will not pay it since it is you who failed to do your job and give me good service as your reliable customer. It is clear that you are determined to ruin my good credit record with your unbecoming behavior. I will escalate this to the consumer commission if you don't get back to me as promised and sort out that invoice or bill which is for your own doing. I did everything right. I comp**** with my contractual obligations now it's your turn to do the same.
I still have not heard from your consultant with regard to the router that they must come collect. The invoice that is still open, I will not pay it since it is you who failed to do your job and give me good service as your reliable customer. It is clear that you are determined to ruin my good credit record with your unbecoming behavior. I will escalate this to the consumer commission if you don't get back to me as promised and sort out that invoice or bill which is for your own doing. I did everything right. I comp**** with my contractual obligations now it's your turn to do the same.
Mweb's replyOfficial
28 May 2026, 11:53Hi Bongani, we understand your frustration regarding the router collection and the outstanding invoice, and we appreciate you following up on this matter.We can confirm that the router collection has been logged and is being handled under reference MWB***0. The relevant team will use this reference to track the collection and ensure the necessary follow-up is completed.Your concerns regarding the open invoice have also been noted and will be reviewed as part of the same case to ensure everything is properly aligned and resolved.We appreciate your patience while this is being attended to.Warm regards,
Webafrica Crew
Webafrica Crew
Mweb's reply28 May 2026, 11:53
Official
Hi Bongani, we understand your frustration regarding the router collection and the outstanding invoice, and we appreciate you following up on this matter.We can confirm that the router collection has been logged and is being handled under reference MWB***0. The relevant team will use this reference to track the collection and ensure the necessary follow-up is completed.Your concerns regarding the open invoice have also been noted and will be reviewed as part of the same case to ensure everything is properly aligned and resolved.We appreciate your patience while this is being attended to.Warm regards,
Webafrica Crew
Webafrica Crew
BM
Bongani M's updateReviewer Update
23 Jun 2026, 09:10On the 4th June your courier came and collected the Router. However, I still see that my bill has not been fixed as expected. Please advise what could be the issue? I can send you proof if you want, just give me email address to send it to.
This behavior from yourselves reaffirms my decision to leave mweb. It is not helping me to reconsider or recommend you to others.
This behavior from yourselves reaffirms my decision to leave mweb. It is not helping me to reconsider or recommend you to others.
BM
Bongani M's update23 Jun 2026, 09:10
Reviewer Update
On the 4th June your courier came and collected the Router. However, I still see that my bill has not been fixed as expected. Please advise what could be the issue? I can send you proof if you want, just give me email address to send it to.
This behavior from yourselves reaffirms my decision to leave mweb. It is not helping me to reconsider or recommend you to others.
This behavior from yourselves reaffirms my decision to leave mweb. It is not helping me to reconsider or recommend you to others.
Mweb's replyOfficial
23 Jun 2026, 09:34Hi Bongani,Thank you for highlighting this.We understand how frustrating it is to have already returned your router on 4 June and still see your billing not reflecting the expected adjustment. From your perspective, this should have been resolved by now, and we recognise the concern this has caused.We can confirm that we have now logged a follow-up with our Collections Team to urgently review your account and correct the billing status linked to the router return. The team will reconcile the collection against your account and ensure any incorrect charges are investigated and addressed as part of their review.Once the investigation has been completed, you’ll receive an update directly with the outcome and confirmation of your final account status.We do understand your dissatisfaction and will ensure this is followed through until it is properly resolved.Kind regards,
The Mweb Team.
The Mweb Team.
Mweb's reply23 Jun 2026, 09:34
Official
Hi Bongani,Thank you for highlighting this.We understand how frustrating it is to have already returned your router on 4 June and still see your billing not reflecting the expected adjustment. From your perspective, this should have been resolved by now, and we recognise the concern this has caused.We can confirm that we have now logged a follow-up with our Collections Team to urgently review your account and correct the billing status linked to the router return. The team will reconcile the collection against your account and ensure any incorrect charges are investigated and addressed as part of their review.Once the investigation has been completed, you’ll receive an update directly with the outcome and confirmation of your final account status.We do understand your dissatisfaction and will ensure this is followed through until it is properly resolved.Kind regards,
The Mweb Team.
The Mweb Team.
BM
Bongani M's updateReviewer Update
08 Jul 2026, 17:32It is July now and the bill has not been fixed. I still get notifications that I have pay. This bill is for the router which was collected on the 4 June 2026. I will be approaching the consumer commission since it is clear that you don't want to resolve this matter amicably.
BM
Bongani M's update08 Jul 2026, 17:32
Reviewer Update
It is July now and the bill has not been fixed. I still get notifications that I have pay. This bill is for the router which was collected on the 4 June 2026. I will be approaching the consumer commission since it is clear that you don't want to resolve this matter amicably.
Mweb's replyOfficial
09 Jul 2026, 10:47Hi Bongani,
We understand how frustrating this has been, especially after the router was collected in June and you're still receiving payment notifications. We can appreciate your concern that the matter has remained unresolved despite the time that has passed.We've submitted a follow-up to our Billing Team to review the outstanding balance and the billing associated with the returned router. They are currently investigating the matter and will provide an update as soon as their review has been completed.Thank you for your patience while this is being resolved.Kind regards,
The Mweb Team
We understand how frustrating this has been, especially after the router was collected in June and you're still receiving payment notifications. We can appreciate your concern that the matter has remained unresolved despite the time that has passed.We've submitted a follow-up to our Billing Team to review the outstanding balance and the billing associated with the returned router. They are currently investigating the matter and will provide an update as soon as their review has been completed.Thank you for your patience while this is being resolved.Kind regards,
The Mweb Team
Mweb's reply09 Jul 2026, 10:47
Official
Hi Bongani,
We understand how frustrating this has been, especially after the router was collected in June and you're still receiving payment notifications. We can appreciate your concern that the matter has remained unresolved despite the time that has passed.We've submitted a follow-up to our Billing Team to review the outstanding balance and the billing associated with the returned router. They are currently investigating the matter and will provide an update as soon as their review has been completed.Thank you for your patience while this is being resolved.Kind regards,
The Mweb Team
We understand how frustrating this has been, especially after the router was collected in June and you're still receiving payment notifications. We can appreciate your concern that the matter has remained unresolved despite the time that has passed.We've submitted a follow-up to our Billing Team to review the outstanding balance and the billing associated with the returned router. They are currently investigating the matter and will provide an update as soon as their review has been completed.Thank you for your patience while this is being resolved.Kind regards,
The Mweb Team