LB
Leon B
1 reviews | Active since Sept 2025
04 May 2026, 14:35
Treating Customers Fairly is none excising at MWeb
I joined MWeb as a new subscriber as of 01/05/2026.
The customer service I have experienced is none exciting. The total time is spent on the phone was close to 3 hours to speak to a agent.
On the 01/05/2026 at 10;13 I called them to enquire why we do not have internet access. although the agent confirmed that it will be plug and play. 1H59 minutes later I was cut off. at 12:13 I called in and spent 1H34 minutes just to be transferred to the provisional connection team. Once again I was cut off.
When I eventually got hold of a agent and trying to reset the router, it was brought to my attention that the router could be faulty and a call will be logged to have it replaced.
The sad thing is, M web to not take reasonability for there actions. Although I pushed back with regards to the replacement of the router, the agent constantly said the courier will make contact with me to deliver the replacement and the call was ended.
So in short, due to M web not taking responsibility they just ignore you and pass the buck to the courier.
So M web it is now day 4 of my subscription and I still don't have internet access to conduct my work so I can pay you at the end of the month.
Well done for the bad experience your new customer has to endure.
Helpful (0)
Replies (9)0
Replies (9)
Mweb's replyOfficial
04 May 2026, 15:03Hi Leon, we hear your frustration, especially as a new subscriber still without active internet access after multiple long support attempts and dropped calls. That level of delay and repeated handovers is understandably not the experience you expected when signing up. We can confirm this has been escalated to our Activations Team, and the Technical Team will also be in touch directly to assist with completing your setup and getting your service properly activated. The focus now is to ensure your connection is fully established and any potential router or provisioning issue is properly resolved without further back-and-forth. We appreciate you bringing this to our attention and will ensure the relevant teams follow up with you. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply04 May 2026, 15:03
Official
Hi Leon, we hear your frustration, especially as a new subscriber still without active internet access after multiple long support attempts and dropped calls. That level of delay and repeated handovers is understandably not the experience you expected when signing up. We can confirm this has been escalated to our Activations Team, and the Technical Team will also be in touch directly to assist with completing your setup and getting your service properly activated. The focus now is to ensure your connection is fully established and any potential router or provisioning issue is properly resolved without further back-and-forth. We appreciate you bringing this to our attention and will ensure the relevant teams follow up with you. Kind regards,
The Mweb Team
The Mweb Team
LB
Leon B's updateReviewer Update
04 May 2026, 15:42I just received a call from another agent giving the same well rehe****d message that the client must now wait 3-5 days to receive the router.
Once again there is no solution to assist the client.
Well done Mweb, although you have responded to my HelloPeter Complaint.
Your client is still sitting without internet. My income relies on internet.
Now lets see how many times will I have to reply to this complaint.
Once again there is no solution to assist the client.
Well done Mweb, although you have responded to my HelloPeter Complaint.
Your client is still sitting without internet. My income relies on internet.
Now lets see how many times will I have to reply to this complaint.
LB
Leon B's update04 May 2026, 15:42
Reviewer Update
I just received a call from another agent giving the same well rehe****d message that the client must now wait 3-5 days to receive the router.
Once again there is no solution to assist the client.
Well done Mweb, although you have responded to my HelloPeter Complaint.
Your client is still sitting without internet. My income relies on internet.
Now lets see how many times will I have to reply to this complaint.
Once again there is no solution to assist the client.
Well done Mweb, although you have responded to my HelloPeter Complaint.
Your client is still sitting without internet. My income relies on internet.
Now lets see how many times will I have to reply to this complaint.
Mweb's replyOfficial
04 May 2026, 16:03Hello Leon
We are here for you. To move this forward, we have already logged an urgent follow-up with the hardware delivery teams to confirm a waybill reference for delivery tracking and requested it be sent to you via SMS ASAP. We will continue to be here for you for any further updates or support.
Kind regards,
The Mweb Team
We are here for you. To move this forward, we have already logged an urgent follow-up with the hardware delivery teams to confirm a waybill reference for delivery tracking and requested it be sent to you via SMS ASAP. We will continue to be here for you for any further updates or support.
Kind regards,
The Mweb Team
Mweb's reply04 May 2026, 16:03
Official
Hello Leon
We are here for you. To move this forward, we have already logged an urgent follow-up with the hardware delivery teams to confirm a waybill reference for delivery tracking and requested it be sent to you via SMS ASAP. We will continue to be here for you for any further updates or support.
Kind regards,
The Mweb Team
We are here for you. To move this forward, we have already logged an urgent follow-up with the hardware delivery teams to confirm a waybill reference for delivery tracking and requested it be sent to you via SMS ASAP. We will continue to be here for you for any further updates or support.
Kind regards,
The Mweb Team
LB
Leon B's updateReviewer Update
07 May 2026, 07:27This is becoming ridiculous know!!!!!!
It is know day seven, two routers later and still no access to internet.
Shamiema and team you are not treating your clients fairly.
To put the cherry on the cake I have over R1000 out of pocket expenses to conduct my daily work due to Mweb. Which you don't care about.
The sugar coating is now becoming a bitter taste in my mouth. I am sick and tired of the empty promises from Mweb.
I hereby insist that you get your technical team to get this sorted by the ens of today 07/05/2026. I am not going to hold on to get assisted by a technician again for 45 min and they still can't resolve the problem.
I am a new subscriber, Mweb you need to pull up your socks and start assisting your clients.
It is know day seven, two routers later and still no access to internet.
Shamiema and team you are not treating your clients fairly.
To put the cherry on the cake I have over R1000 out of pocket expenses to conduct my daily work due to Mweb. Which you don't care about.
The sugar coating is now becoming a bitter taste in my mouth. I am sick and tired of the empty promises from Mweb.
I hereby insist that you get your technical team to get this sorted by the ens of today 07/05/2026. I am not going to hold on to get assisted by a technician again for 45 min and they still can't resolve the problem.
I am a new subscriber, Mweb you need to pull up your socks and start assisting your clients.
LB
Leon B's update07 May 2026, 07:27
Reviewer Update
This is becoming ridiculous know!!!!!!
It is know day seven, two routers later and still no access to internet.
Shamiema and team you are not treating your clients fairly.
To put the cherry on the cake I have over R1000 out of pocket expenses to conduct my daily work due to Mweb. Which you don't care about.
The sugar coating is now becoming a bitter taste in my mouth. I am sick and tired of the empty promises from Mweb.
I hereby insist that you get your technical team to get this sorted by the ens of today 07/05/2026. I am not going to hold on to get assisted by a technician again for 45 min and they still can't resolve the problem.
I am a new subscriber, Mweb you need to pull up your socks and start assisting your clients.
It is know day seven, two routers later and still no access to internet.
Shamiema and team you are not treating your clients fairly.
To put the cherry on the cake I have over R1000 out of pocket expenses to conduct my daily work due to Mweb. Which you don't care about.
The sugar coating is now becoming a bitter taste in my mouth. I am sick and tired of the empty promises from Mweb.
I hereby insist that you get your technical team to get this sorted by the ens of today 07/05/2026. I am not going to hold on to get assisted by a technician again for 45 min and they still can't resolve the problem.
I am a new subscriber, Mweb you need to pull up your socks and start assisting your clients.
Mweb's replyOfficial
07 May 2026, 09:20Hi Leon,
Thank you for taking the time to share how serious and distressing this situation has become. Being on day seven without internet, after two routers, repeated calls, long technician waits, and having to cover work expenses out of your own pocket, is understandably overwhelming. As a new subscriber, this is not the experience you should be having, and we fully recognise how exhausting the repeated empty assurances have felt.
We can confirm that a Technical Specialist callback has been logged under ticket reference MWB***2 to provide further assistance. This has been noted with urgency, given the extended disruption, the unresolved technical fault, and the impact this has had on your work and daily responsibilities. The intention of this callback is to ensure the issue is properly reviewed and addressed, rather than continuing the cycle of repeated troubleshooting without resolution.
Thank you for your patience while this is being worked through, and we remain available should you need any further updates or support.
Kind regards,
Mweb Team
Thank you for taking the time to share how serious and distressing this situation has become. Being on day seven without internet, after two routers, repeated calls, long technician waits, and having to cover work expenses out of your own pocket, is understandably overwhelming. As a new subscriber, this is not the experience you should be having, and we fully recognise how exhausting the repeated empty assurances have felt.
We can confirm that a Technical Specialist callback has been logged under ticket reference MWB***2 to provide further assistance. This has been noted with urgency, given the extended disruption, the unresolved technical fault, and the impact this has had on your work and daily responsibilities. The intention of this callback is to ensure the issue is properly reviewed and addressed, rather than continuing the cycle of repeated troubleshooting without resolution.
Thank you for your patience while this is being worked through, and we remain available should you need any further updates or support.
Kind regards,
Mweb Team
Mweb's reply07 May 2026, 09:20
Official
Hi Leon,
Thank you for taking the time to share how serious and distressing this situation has become. Being on day seven without internet, after two routers, repeated calls, long technician waits, and having to cover work expenses out of your own pocket, is understandably overwhelming. As a new subscriber, this is not the experience you should be having, and we fully recognise how exhausting the repeated empty assurances have felt.
We can confirm that a Technical Specialist callback has been logged under ticket reference MWB***2 to provide further assistance. This has been noted with urgency, given the extended disruption, the unresolved technical fault, and the impact this has had on your work and daily responsibilities. The intention of this callback is to ensure the issue is properly reviewed and addressed, rather than continuing the cycle of repeated troubleshooting without resolution.
Thank you for your patience while this is being worked through, and we remain available should you need any further updates or support.
Kind regards,
Mweb Team
Thank you for taking the time to share how serious and distressing this situation has become. Being on day seven without internet, after two routers, repeated calls, long technician waits, and having to cover work expenses out of your own pocket, is understandably overwhelming. As a new subscriber, this is not the experience you should be having, and we fully recognise how exhausting the repeated empty assurances have felt.
We can confirm that a Technical Specialist callback has been logged under ticket reference MWB***2 to provide further assistance. This has been noted with urgency, given the extended disruption, the unresolved technical fault, and the impact this has had on your work and daily responsibilities. The intention of this callback is to ensure the issue is properly reviewed and addressed, rather than continuing the cycle of repeated troubleshooting without resolution.
Thank you for your patience while this is being worked through, and we remain available should you need any further updates or support.
Kind regards,
Mweb Team
LB
Leon B's updateReviewer Update
07 May 2026, 10:48So here I go again.
As promised Mweb, I will logging hellopeter complaints every two hours as promised to Samiema.
@ 08H20 I received a call from Shamiema to inform me that my case is now with the technicians again to try and resolve the problem. how many technicians has to figure out the problem. solutions, solutions Mweb not sending my case from pillar to post. Once again the normal phrase we apologize for the inconvenience caused.
Due to the lack of customer service I am once again in line to be called after 16H00, which most properly will have no positive outcome and the case will carry over to tomorrow.
As promised Mweb, I will logging hellopeter complaints every two hours as promised to Samiema.
@ 08H20 I received a call from Shamiema to inform me that my case is now with the technicians again to try and resolve the problem. how many technicians has to figure out the problem. solutions, solutions Mweb not sending my case from pillar to post. Once again the normal phrase we apologize for the inconvenience caused.
Due to the lack of customer service I am once again in line to be called after 16H00, which most properly will have no positive outcome and the case will carry over to tomorrow.
LB
Leon B's update07 May 2026, 10:48
Reviewer Update
So here I go again.
As promised Mweb, I will logging hellopeter complaints every two hours as promised to Samiema.
@ 08H20 I received a call from Shamiema to inform me that my case is now with the technicians again to try and resolve the problem. how many technicians has to figure out the problem. solutions, solutions Mweb not sending my case from pillar to post. Once again the normal phrase we apologize for the inconvenience caused.
Due to the lack of customer service I am once again in line to be called after 16H00, which most properly will have no positive outcome and the case will carry over to tomorrow.
As promised Mweb, I will logging hellopeter complaints every two hours as promised to Samiema.
@ 08H20 I received a call from Shamiema to inform me that my case is now with the technicians again to try and resolve the problem. how many technicians has to figure out the problem. solutions, solutions Mweb not sending my case from pillar to post. Once again the normal phrase we apologize for the inconvenience caused.
Due to the lack of customer service I am once again in line to be called after 16H00, which most properly will have no positive outcome and the case will carry over to tomorrow.
Mweb's replyOfficial
07 May 2026, 11:22Hi Leon,
Thank you for coming back to us and for sharing your continued concerns. We understand how frustrating it is to feel that your case is being passed around without a clear resolution, especially after multiple engagements and expectations being set.
Your matter remains with the technical team, and it has been reiterated with urgency to ensure progress and direct contact with you as soon as possible.
Kind regards,
Mweb Team
Thank you for coming back to us and for sharing your continued concerns. We understand how frustrating it is to feel that your case is being passed around without a clear resolution, especially after multiple engagements and expectations being set.
Your matter remains with the technical team, and it has been reiterated with urgency to ensure progress and direct contact with you as soon as possible.
Kind regards,
Mweb Team
Mweb's reply07 May 2026, 11:22
Official
Hi Leon,
Thank you for coming back to us and for sharing your continued concerns. We understand how frustrating it is to feel that your case is being passed around without a clear resolution, especially after multiple engagements and expectations being set.
Your matter remains with the technical team, and it has been reiterated with urgency to ensure progress and direct contact with you as soon as possible.
Kind regards,
Mweb Team
Thank you for coming back to us and for sharing your continued concerns. We understand how frustrating it is to feel that your case is being passed around without a clear resolution, especially after multiple engagements and expectations being set.
Your matter remains with the technical team, and it has been reiterated with urgency to ensure progress and direct contact with you as soon as possible.
Kind regards,
Mweb Team
LB
Leon B's updateReviewer Update
07 May 2026, 14:05Second message for today. Time 14:00.
Although the previous message refers to the it been reiterated with urgency. I still do not know the status of resolving the problem.
For the record the end of the day is creeping up by the minute. I am not convinced that the problem will be resolved by my deadline of today.
WAIT, WAIT and even more WAIT is the new Mweb slogan!!!!!!!!
Although the previous message refers to the it been reiterated with urgency. I still do not know the status of resolving the problem.
For the record the end of the day is creeping up by the minute. I am not convinced that the problem will be resolved by my deadline of today.
WAIT, WAIT and even more WAIT is the new Mweb slogan!!!!!!!!
LB
Leon B's update07 May 2026, 14:05
Reviewer Update
Second message for today. Time 14:00.
Although the previous message refers to the it been reiterated with urgency. I still do not know the status of resolving the problem.
For the record the end of the day is creeping up by the minute. I am not convinced that the problem will be resolved by my deadline of today.
WAIT, WAIT and even more WAIT is the new Mweb slogan!!!!!!!!
Although the previous message refers to the it been reiterated with urgency. I still do not know the status of resolving the problem.
For the record the end of the day is creeping up by the minute. I am not convinced that the problem will be resolved by my deadline of today.
WAIT, WAIT and even more WAIT is the new Mweb slogan!!!!!!!!
Mweb's replyOfficial
07 May 2026, 15:13Hi Leon,
We understand how frustrating it is not to have clear visibility on progress, especially as the day continues and expectations remain unmet.
We want to reassure you that the matter remains active with the technical team, and it has been reiterated as a priority, with the need for direct contact and an update clearly noted. Y
Kind regards,
Mweb Team
We understand how frustrating it is not to have clear visibility on progress, especially as the day continues and expectations remain unmet.
We want to reassure you that the matter remains active with the technical team, and it has been reiterated as a priority, with the need for direct contact and an update clearly noted. Y
Kind regards,
Mweb Team
Mweb's reply07 May 2026, 15:13
Official
Hi Leon,
We understand how frustrating it is not to have clear visibility on progress, especially as the day continues and expectations remain unmet.
We want to reassure you that the matter remains active with the technical team, and it has been reiterated as a priority, with the need for direct contact and an update clearly noted. Y
Kind regards,
Mweb Team
We understand how frustrating it is not to have clear visibility on progress, especially as the day continues and expectations remain unmet.
We want to reassure you that the matter remains active with the technical team, and it has been reiterated as a priority, with the need for direct contact and an update clearly noted. Y
Kind regards,
Mweb Team