Item: Mweb
Rating: 1
Author: Themba

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Themba's updateReviewer Update

14 Sept 2026, 11:13

URGENT ESCALATION – FIBRE SUSPENDED DESPITE PAYMENT

I am extremely angry and disappointed with the way my account has been handled.

My MetroFibre line was suspended even though I had already made the required payment. I have proof of payment and can provide it immediately.

Because of this unnecessary suspension, my entire household was affected. My children were unable to watch TV or use their tablets, and more importantly, I was unable to work because my internet connection was cut off.

I was forced to use my own money to purchase mobile data simply to keep working and to provide internet access to my family. This expense would not have been necessary if my fibre service had not been incorrectly suspended.

I am therefore formally escalating this matter and requesting:

Immediate restoration of my fibre service.
A full investigation into why my line was suspended despite payment being made.
A refund/credit for the mobile data expenses I incurred as a direct result of the suspension.
Confirmation that no suspension, reconnection or other related fees will be charged to my account.
A written explanation of what caused this error and what will be done to prevent it from happening again.

I have paid for the service and expect the service to be available to me. I should not have to incur additional costs because of an error on MetroFibre’s side.

Please treat this as an urgent escalation and provide me with a resolution as soon as possible.

T

Themba's update14 Sept 2026, 11:13

Reviewer Update

URGENT ESCALATION – FIBRE SUSPENDED DESPITE PAYMENT

I am extremely angry and disappointed with the way my account has been handled.

My MetroFibre line was suspended even though I had already made the required payment. I have proof of payment and can provide it immediately.

Because of this unnecessary suspension, my entire household was affected. My children were unable to watch TV or use their tablets, and more importantly, I was unable to work because my internet connection was cut off.

I was forced to use my own money to purchase mobile data simply to keep working and to provide internet access to my family. This expense would not have been necessary if my fibre service had not been incorrectly suspended.

I am therefore formally escalating this matter and requesting:

Immediate restoration of my fibre service.
A full investigation into why my line was suspended despite payment being made.
A refund/credit for the mobile data expenses I incurred as a direct result of the suspension.
Confirmation that no suspension, reconnection or other related fees will be charged to my account.
A written explanation of what caused this error and what will be done to prevent it from happening again.

I have paid for the service and expect the service to be available to me. I should not have to incur additional costs because of an error on MetroFibre’s side.

Please treat this as an urgent escalation and provide me with a resolution as soon as possible.

T

Themba's updateReviewer Update

14 Sept 2026, 11:16

Mweb

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Themba's update14 Sept 2026, 11:16

Reviewer Update

Mweb

Mweb's replyOfficial

14 Sept 2026, 11:17

Hi Themba,We understand how frustrating this has been, particularly as the suspension has affected your ability to work and required you to purchase mobile data for your household. We also acknowledge your concerns regarding the payment made and the impact the loss of connectivity has had.We can see that you’ve since spoken with one of our consultants, who assisted you with the matter. An escalation has also been submitted to the relevant team to address the concerns raised regarding the suspension and your account.Kind regards,
The Mweb Team

Mweb's reply14 Sept 2026, 11:17

Official

Hi Themba,We understand how frustrating this has been, particularly as the suspension has affected your ability to work and required you to purchase mobile data for your household. We also acknowledge your concerns regarding the payment made and the impact the loss of connectivity has had.We can see that you’ve since spoken with one of our consultants, who assisted you with the matter. An escalation has also been submitted to the relevant team to address the concerns raised regarding the suspension and your account.Kind regards,
The Mweb Team

T

Themba's updateReviewer Update

14 Sept 2026, 17:09

Even now after i asked about the urgency of resolving this matter it has not been resolved.
This is a horrible service that am experiencing. And am so disappointed with how you handle this matter. Not event a single person who call to resolve this

Am so disappointed

T

Themba's update14 Sept 2026, 17:09

Reviewer Update

Even now after i asked about the urgency of resolving this matter it has not been resolved.
This is a horrible service that am experiencing. And am so disappointed with how you handle this matter. Not event a single person who call to resolve this

Am so disappointed

Mweb's replyOfficial

15 Sept 2026, 09:42

Hi Themba,

Please be assured that the matter remains under active review and is receiving the necessary attention from the relevant team. To help drive the matter forward, a further escalation has been submitted emphasising the urgency of the situation and requesting that it remains prioritised until a resolution is reached.
Kind regards,
Mweb Team

Mweb's reply15 Sept 2026, 09:42

Official

Hi Themba,

Please be assured that the matter remains under active review and is receiving the necessary attention from the relevant team. To help drive the matter forward, a further escalation has been submitted emphasising the urgency of the situation and requesting that it remains prioritised until a resolution is reached.
Kind regards,
Mweb Team

They have suspended ...