Terrible service from Mweb

Hi Bani, we can see how frustrating this experience has been, especially after waiting over two weeks with no installation progress and dealing with interruptions during support interactions. That level of delay and uncer*****y is understandably disappointing. Our team has escalated the order to Vuma to create and confirm the address on their portal, as this step is required before the installation can proceed. Once Vuma confirms the address update, the order will immediately move forward to the next stage for scheduling the installation. Kind regards,
 The Mweb Team 

Hi Bani, we can understand the frustration here, especially with the lack of clear timelines and the need to repeatedly follow up for updates.At this stage, the order is a premise creation request, which must first be sent to Vumatel to verify and confirm the address on their system before any installation can proceed. This step is fully dependent on Vumatel completing their internal checks and updating the address on their portal.Our  team will provide an update as soon as Vumatel confirms that the address has been added. Once that confirmation is received, the order will proceed immediately without further delay.It is also important to note that premise creation orders do not have a fixed turnaround time, as they rely on external network provider validation and system updates from Vumatel rather than an internal SLA.Kind regards,
 The Mweb Team

Hi Bani, we confirm that a follow-up has been submitted with the Vumatel team regarding your fibre order delay for urgent review. We understand your frustration regarding the timing of the request and the challenges with providing standard documentation due to your living arrangements. The details you have already provided, including the location pin and supporting information, have been shared with the Vumatel team to determine whether alternative verification can be accepted or if further action is required. Once feedback is received from the network team, we will update you immediately with the outcome and next steps. If the order cannot proceed based on verification requirements, the cancellation and refund request will also be addressed in line with their decision. Kind regards,
 Mweb Support Team 

Hi Bani, thank you for the update and for providing the additional address details. We note the information received regarding Glencourt Unit 4, Glenhaven, Bellville, 7530, as well as your confirmation that the requested documents have already been emailed. A follow-up has been submitted to the Vumatel team for urgent review to ensure the correct address details and supporting documentation are assessed against your order. The team will also be requested to prioritise feedback on the activation and next steps for your fibre service. Once a response is received from the network team, an update will be provided to you via email with confirmation of the outcome and further action required, including release or activation of the line where applicable. Kind regards,
 Mweb Support Team 

You're welcome. 

Hi Bani,
Thank you for taking the time to provide such detailed feedback. We understand how frustrating this situation has become, especially with the incorrect address mapping, repeated confirmations of the wrong details, and the difficulty you’ve experienced trying to get clear answers while your service remains impacted.
The matter has now been escalated to the team that handles Vumatel orders to urgently follow up on the incorrect address mapping and line reassignment. They have been requested to engage directly with Vumatel and to provide you with an email update.
Your feedback around the delays, lack of reference information, and the impact this has had on your experience is important and will be shared with our Service Quality Team for review and improvement.
If you need further assistance, you’re welcome to reach out via Hello Peter and our team will assist where possible.
Kind regards,
Mweb Team

Hi Bani,
Thank you for your message and for clearly outlining what you need. We understand the importance of having both clarity and assurance, especially given the ongoing impact this has had on your service.
Please be assured that the team handling Vumatel orders is actively working on your request, and the matter remains under attention against the open reference MWB***2. They are engaging on the address correction and line reassignment and will be providing you with feedback as soon as there is progress to share.
Kind regards,
Mweb Team