J
Jane
1 reviews | Active since Jul 2026
07 Sept 2026, 11:19
Terrible overall customer experience from MWEB
Terrible customer service that leaves you frustrated. The chat function is useless if you are going to wait for an agent for hours and even when you get that agent they are not effective. The agents leave you on read and disconnect the chat. You could be on a chat with an agent and they leave you on read. When you call their line they and the line breaks mid conversation they won’t get back to you to try and resolve the issue. Their Telkom service are terrible, you spend most of your time trying to contact Mweb to help you with your connection than you do using the WiFi that you paid for! I’ve had the WiFi for 2 months but I can count the number of days it has connected without buffering with one hand. Always wanting you to review their service after every call but nothing changes. Very hard to get through to them on weekends. You won’t even be able to get a simple connection for your phone
Helpful (0)
Replies (4)0
Replies (4)
Mweb's replyOfficial
07 Sept 2026, 12:09Hi Jane,
We understand how frustrating it must be to deal with ongoing connectivity issues while also struggling to get the support you need when reaching out for assistance. When customers contact us for help, they should feel heard, supported, and confident that their concerns are receiving the attention they deserve. Based on the challenges you've described, it's understandable why you would feel let down by the overall experience. This is not the experience we want for our clients, and we would appreciate the opportunity to investigate the matter further. Please send us a direct message via Hello Peter with a detailed description of the connectivity issues you are currently experiencing, along with any relevant account information, and we'll gladly take a closer look and determine the best way forward.Your feedback regarding the support experience, response times, and communication has been taken seriously and will be shared with our Service Quality Team for review and improvement. Feedback such as yours helps us identify opportunities to enhance the level of service and support we provide.We look forward to assisting you further and working towards a better experience.
Kind regards,
Mweb Team
We understand how frustrating it must be to deal with ongoing connectivity issues while also struggling to get the support you need when reaching out for assistance. When customers contact us for help, they should feel heard, supported, and confident that their concerns are receiving the attention they deserve. Based on the challenges you've described, it's understandable why you would feel let down by the overall experience. This is not the experience we want for our clients, and we would appreciate the opportunity to investigate the matter further. Please send us a direct message via Hello Peter with a detailed description of the connectivity issues you are currently experiencing, along with any relevant account information, and we'll gladly take a closer look and determine the best way forward.Your feedback regarding the support experience, response times, and communication has been taken seriously and will be shared with our Service Quality Team for review and improvement. Feedback such as yours helps us identify opportunities to enhance the level of service and support we provide.We look forward to assisting you further and working towards a better experience.
Kind regards,
Mweb Team
Mweb's reply07 Sept 2026, 12:09
Official
Hi Jane,
We understand how frustrating it must be to deal with ongoing connectivity issues while also struggling to get the support you need when reaching out for assistance. When customers contact us for help, they should feel heard, supported, and confident that their concerns are receiving the attention they deserve. Based on the challenges you've described, it's understandable why you would feel let down by the overall experience. This is not the experience we want for our clients, and we would appreciate the opportunity to investigate the matter further. Please send us a direct message via Hello Peter with a detailed description of the connectivity issues you are currently experiencing, along with any relevant account information, and we'll gladly take a closer look and determine the best way forward.Your feedback regarding the support experience, response times, and communication has been taken seriously and will be shared with our Service Quality Team for review and improvement. Feedback such as yours helps us identify opportunities to enhance the level of service and support we provide.We look forward to assisting you further and working towards a better experience.
Kind regards,
Mweb Team
We understand how frustrating it must be to deal with ongoing connectivity issues while also struggling to get the support you need when reaching out for assistance. When customers contact us for help, they should feel heard, supported, and confident that their concerns are receiving the attention they deserve. Based on the challenges you've described, it's understandable why you would feel let down by the overall experience. This is not the experience we want for our clients, and we would appreciate the opportunity to investigate the matter further. Please send us a direct message via Hello Peter with a detailed description of the connectivity issues you are currently experiencing, along with any relevant account information, and we'll gladly take a closer look and determine the best way forward.Your feedback regarding the support experience, response times, and communication has been taken seriously and will be shared with our Service Quality Team for review and improvement. Feedback such as yours helps us identify opportunities to enhance the level of service and support we provide.We look forward to assisting you further and working towards a better experience.
Kind regards,
Mweb Team
J
Jane's updateReviewer Update
07 Sept 2026, 12:14See how I’ve sent a complaint via email before I wrote this public review but that complaint have not been addressed all the while this public review got attended to way faster?! TERRIBLE CUSTOMER SERVICE
J
Jane's update07 Sept 2026, 12:14
Reviewer Update
See how I’ve sent a complaint via email before I wrote this public review but that complaint have not been addressed all the while this public review got attended to way faster?! TERRIBLE CUSTOMER SERVICE
Mweb's replyOfficial
07 Sept 2026, 15:07Hello Jane
We are here for you. Please send us a direct message via Hello Peter with a detailed description of the connectivity issues you are currently experiencing, along with any relevant account information, and we'll gladly take a closer look and determine the best way forward.
Kind regards,
The Mweb Team
We are here for you. Please send us a direct message via Hello Peter with a detailed description of the connectivity issues you are currently experiencing, along with any relevant account information, and we'll gladly take a closer look and determine the best way forward.
Kind regards,
The Mweb Team
Mweb's reply07 Sept 2026, 15:07
Official
Hello Jane
We are here for you. Please send us a direct message via Hello Peter with a detailed description of the connectivity issues you are currently experiencing, along with any relevant account information, and we'll gladly take a closer look and determine the best way forward.
Kind regards,
The Mweb Team
We are here for you. Please send us a direct message via Hello Peter with a detailed description of the connectivity issues you are currently experiencing, along with any relevant account information, and we'll gladly take a closer look and determine the best way forward.
Kind regards,
The Mweb Team
Mweb's replyOfficial
07 Sept 2026, 17:00Hi Jane,
Thank you for the additional information. As a next step, please try the following:
Once you've completed these steps, please let us know whether there's any improvement in the connection quality and speed.
Kind regards,
Mweb Team
Thank you for the additional information. As a next step, please try the following:
- Move the router to different locations within your premises to see whether the signal quality improves. We recommend performing at least three speed tests at each location before moving to another spot and comparing the results.
- Remove the SIM card from the router for approximately 15 seconds, then reinsert it while the router remains powered on. Thereafter, reboot the router and test the connection again.
- If there is no improvement, please set your router's network mode to 4G only by following these steps:
- Connect to the router via WiFi or Ethernet cable.
- Open your internet browser.
- Enter 192.168.0.1 in the address bar.
- Log in using the password: admin
- Switch LTE from ON to OFF.
- Click Settings under the LTE heading.
- Select Network Selection.
- Change the setting from Automatic to 4G.
- Click Apply.
- Return to the main page and switch LTE from OFF back to ON.
Once you've completed these steps, please let us know whether there's any improvement in the connection quality and speed.
Kind regards,
Mweb Team
Mweb's reply07 Sept 2026, 17:00
Official
Hi Jane,
Thank you for the additional information. As a next step, please try the following:
Once you've completed these steps, please let us know whether there's any improvement in the connection quality and speed.
Kind regards,
Mweb Team
Thank you for the additional information. As a next step, please try the following:
- Move the router to different locations within your premises to see whether the signal quality improves. We recommend performing at least three speed tests at each location before moving to another spot and comparing the results.
- Remove the SIM card from the router for approximately 15 seconds, then reinsert it while the router remains powered on. Thereafter, reboot the router and test the connection again.
- If there is no improvement, please set your router's network mode to 4G only by following these steps:
- Connect to the router via WiFi or Ethernet cable.
- Open your internet browser.
- Enter 192.168.0.1 in the address bar.
- Log in using the password: admin
- Switch LTE from ON to OFF.
- Click Settings under the LTE heading.
- Select Network Selection.
- Change the setting from Automatic to 4G.
- Click Apply.
- Return to the main page and switch LTE from OFF back to ON.
Once you've completed these steps, please let us know whether there's any improvement in the connection quality and speed.
Kind regards,
Mweb Team