PG
Philip G
1 reviews | Active since Feb 2013
20 Apr 2026, 19:25
Unacceptable treatment from MWeb.
Last week my Vodacom sim card for my MWeb 3G/4G connection stopped working. So I logged into my profile and tried their 'Live Chat' facility which is the most useless and annoying option I have had the misfortune to use. So I tried contacting them via the Facebook Notification service. I was advised to phone support on ***. After being in the queue for 55 minutes listening to their awful IVR music and being told I was first in the queue an agent answered who advised me that 5 years ago Vodacom stopped selling their internet products through MWeb and that Vodacom had disabled all the still existing sim cards. So I had to purchase a package from one of their suppliers. He then transferred me to Sales. After 10 minutes I was cutoff so I phoned *** and after around 10 minutes an agent answered. I was advised that I would need to submit RICA documents. I subsequently received an email with a very long link to do this. I ran the link added my ID document photo. The next step wanted a picture of me. Well I use a PC and I do not have a camera. I also do not use apps on my phone for security reasons. I did a RICA query on the net and found that I could submit them via Live Chat. I did this and received no confirmation message so I asked about how to submit RICA documents. I was told to use the 'Upload Documents' under the 'My Account' section. Well I do not have that option. When I posted that I was told to call during working hours. So tomorrow morning I will once again have to phone them and sit in a queue for a long time. All at my financial expense.
The treatment I have received from MWeb regarding my issues is completely unacceptable. Their customer service is non-existent.
Helpful (0)
Replies (13)0
Replies (13)
Mweb's replyOfficial
21 Apr 2026, 08:30Good morning, Philip,
We understand how frustrating and exhausting this experience has been, especially having to navigate multiple channels, long wait times, and unclear guidance while trying to resolve your LTE service issue. The back-and-forth, disconnections, and difficulty with the RICA process would understandably add to that frustration.
We’ve escalated your case to the team that handles LTE orders and requested that they contact you directly via email with clear guidance on the way forward, including the RICA process and next steps to get you connected again.
Kind regards,
Mweb Team
We understand how frustrating and exhausting this experience has been, especially having to navigate multiple channels, long wait times, and unclear guidance while trying to resolve your LTE service issue. The back-and-forth, disconnections, and difficulty with the RICA process would understandably add to that frustration.
We’ve escalated your case to the team that handles LTE orders and requested that they contact you directly via email with clear guidance on the way forward, including the RICA process and next steps to get you connected again.
Kind regards,
Mweb Team
Mweb's reply21 Apr 2026, 08:30
Official
Good morning, Philip,
We understand how frustrating and exhausting this experience has been, especially having to navigate multiple channels, long wait times, and unclear guidance while trying to resolve your LTE service issue. The back-and-forth, disconnections, and difficulty with the RICA process would understandably add to that frustration.
We’ve escalated your case to the team that handles LTE orders and requested that they contact you directly via email with clear guidance on the way forward, including the RICA process and next steps to get you connected again.
Kind regards,
Mweb Team
We understand how frustrating and exhausting this experience has been, especially having to navigate multiple channels, long wait times, and unclear guidance while trying to resolve your LTE service issue. The back-and-forth, disconnections, and difficulty with the RICA process would understandably add to that frustration.
We’ve escalated your case to the team that handles LTE orders and requested that they contact you directly via email with clear guidance on the way forward, including the RICA process and next steps to get you connected again.
Kind regards,
Mweb Team
PG
Philip G's updateReviewer Update
21 Apr 2026, 16:09I have not received the promised email. No-one from MWeb has contacted me. How long is this going to take?
PG
Philip G's update21 Apr 2026, 16:09
Reviewer Update
I have not received the promised email. No-one from MWeb has contacted me. How long is this going to take?
Mweb's replyOfficial
21 Apr 2026, 16:24Hello Philip,
We understand your concern, especially as you are still waiting for the promised email and have not yet received direct contact. We recognise how frustrating it is when you are expecting clear next steps and there is a delay in communication.
Please be assured that your case remains actively escalated with the LTE orders team. They are currently working through the follow-up and will be in contact with you directly via email with the required guidance and next steps regarding your RICA and activation process.
Kind regards,
Mweb Team
We understand your concern, especially as you are still waiting for the promised email and have not yet received direct contact. We recognise how frustrating it is when you are expecting clear next steps and there is a delay in communication.
Please be assured that your case remains actively escalated with the LTE orders team. They are currently working through the follow-up and will be in contact with you directly via email with the required guidance and next steps regarding your RICA and activation process.
Kind regards,
Mweb Team
Mweb's reply21 Apr 2026, 16:24
Official
Hello Philip,
We understand your concern, especially as you are still waiting for the promised email and have not yet received direct contact. We recognise how frustrating it is when you are expecting clear next steps and there is a delay in communication.
Please be assured that your case remains actively escalated with the LTE orders team. They are currently working through the follow-up and will be in contact with you directly via email with the required guidance and next steps regarding your RICA and activation process.
Kind regards,
Mweb Team
We understand your concern, especially as you are still waiting for the promised email and have not yet received direct contact. We recognise how frustrating it is when you are expecting clear next steps and there is a delay in communication.
Please be assured that your case remains actively escalated with the LTE orders team. They are currently working through the follow-up and will be in contact with you directly via email with the required guidance and next steps regarding your RICA and activation process.
Kind regards,
Mweb Team
PG
Philip G's updateReviewer Update
21 Apr 2026, 18:27Understanding my concern and nice words are not solving it. It should not take the time it has taken. It should not take long to answer a simple question. All I need is an email address I can send my RICA documents to. Not difficult and not complicated.
You need to modify your online RICA process by asking 'Do you have a camera?' and if the answer is Yes follow the current path and if No then bypass the camera step and move to the next step. It is not difficult to do. A simple Yes/No statement followed by an If/Else/End_If statement in the script/program would solve this. It is not rocket science.
E.g.
If camera = 'Y'
call 'cameraRoutine'
Else
;carry on to next step
End_If
You need to modify your online RICA process by asking 'Do you have a camera?' and if the answer is Yes follow the current path and if No then bypass the camera step and move to the next step. It is not difficult to do. A simple Yes/No statement followed by an If/Else/End_If statement in the script/program would solve this. It is not rocket science.
E.g.
If camera = 'Y'
call 'cameraRoutine'
Else
;carry on to next step
End_If
PG
Philip G's update21 Apr 2026, 18:27
Reviewer Update
Understanding my concern and nice words are not solving it. It should not take the time it has taken. It should not take long to answer a simple question. All I need is an email address I can send my RICA documents to. Not difficult and not complicated.
You need to modify your online RICA process by asking 'Do you have a camera?' and if the answer is Yes follow the current path and if No then bypass the camera step and move to the next step. It is not difficult to do. A simple Yes/No statement followed by an If/Else/End_If statement in the script/program would solve this. It is not rocket science.
E.g.
If camera = 'Y'
call 'cameraRoutine'
Else
;carry on to next step
End_If
You need to modify your online RICA process by asking 'Do you have a camera?' and if the answer is Yes follow the current path and if No then bypass the camera step and move to the next step. It is not difficult to do. A simple Yes/No statement followed by an If/Else/End_If statement in the script/program would solve this. It is not rocket science.
E.g.
If camera = 'Y'
call 'cameraRoutine'
Else
;carry on to next step
End_If
Mweb's replyOfficial
22 Apr 2026, 09:26Hi Philip, we understand your frustration and appreciate the clear feedback you’ve provided regarding the RICA process and the delays experienced. This matter has been escalated to our LTE RICA team, who are now reviewing your query to ensure it is handled correctly and to assist you with the next steps required to complete the RICA process. They will provide you with feedback and guidance as soon as possible, including the correct method for submitting your RICA documents where applicable. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply22 Apr 2026, 09:26
Official
Hi Philip, we understand your frustration and appreciate the clear feedback you’ve provided regarding the RICA process and the delays experienced. This matter has been escalated to our LTE RICA team, who are now reviewing your query to ensure it is handled correctly and to assist you with the next steps required to complete the RICA process. They will provide you with feedback and guidance as soon as possible, including the correct method for submitting your RICA documents where applicable. Kind regards,
The Mweb Team
The Mweb Team
PG
Philip G's updateReviewer Update
24 Apr 2026, 16:54I have just received a sms from *** at 16:44 advising me that my wireless order is on hold and that I need to su8bmit my RICA documents. The sms contains another url to the online submission process that I am unable to use due to me not having a camera attached to my PC. I advised this in my original post here on Hellopeter. To date I have not received the promised email from your LTE team. This is unacceptable. I now require some one from your CEO's team to attend to my complaint and issue. You are giving me the runaround. I am fed up with your hollow, meaningless promises.
PG
Philip G's update24 Apr 2026, 16:54
Reviewer Update
I have just received a sms from *** at 16:44 advising me that my wireless order is on hold and that I need to su8bmit my RICA documents. The sms contains another url to the online submission process that I am unable to use due to me not having a camera attached to my PC. I advised this in my original post here on Hellopeter. To date I have not received the promised email from your LTE team. This is unacceptable. I now require some one from your CEO's team to attend to my complaint and issue. You are giving me the runaround. I am fed up with your hollow, meaningless promises.
Mweb's replyOfficial
24 Apr 2026, 16:59Hi Phillip, we understand your frustration, especially after the repeated follow-ups, the SMS requiring RICA submission, and not receiving the LTE team email as expected. Being sent between steps without a working solution in place is understandably unacceptable. We’ve now requested our Orders Team to urgently look into your wireless order hold and the RICA requirement, and to assist with a workable alternative submission method given your setup constraints. They will also verify why the promised email was not received and ensure this is corrected. We’re taking ownership of this and will ensure you receive clear direction on how to complete your RICA and get your order moving without further delays or back-and-forth. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply24 Apr 2026, 16:59
Official
Hi Phillip, we understand your frustration, especially after the repeated follow-ups, the SMS requiring RICA submission, and not receiving the LTE team email as expected. Being sent between steps without a working solution in place is understandably unacceptable. We’ve now requested our Orders Team to urgently look into your wireless order hold and the RICA requirement, and to assist with a workable alternative submission method given your setup constraints. They will also verify why the promised email was not received and ensure this is corrected. We’re taking ownership of this and will ensure you receive clear direction on how to complete your RICA and get your order moving without further delays or back-and-forth. Kind regards,
The Mweb Team
The Mweb Team
PG
Philip G's updateReviewer Update
25 Apr 2026, 18:55 I have just received another sms this time from *** at 17:15 advising me that my wireless order is on hold and that I need to submit my RICA documents. The sms contains another url to the online submission process that I am unable to use due to me not having a camera attached to my PC. Your LTE team is giving me the run around.
PG
Philip G's update25 Apr 2026, 18:55
Reviewer Update
I have just received another sms this time from *** at 17:15 advising me that my wireless order is on hold and that I need to submit my RICA documents. The sms contains another url to the online submission process that I am unable to use due to me not having a camera attached to my PC. Your LTE team is giving me the run around.
Mweb's replyOfficial
28 Apr 2026, 09:03Morning Phillip,
We appreciate you taking the time to reach out. Our HelloPeter support team operates during standard business hours, Monday to Friday, 8am to 5pm, and is unavailable on public holidays, which is why we were offline on Freedom Day.
We understand that waiting for assistance can be disappointing, particularly when you are seeking urgent support.
If your query is still outstanding, please send us a private message with your account details. We will ensure your case is reviewed promptly and handled with the attention it deserves.
Thank you for your patience, we are here to help.
Kind regards,
Mweb Team
We appreciate you taking the time to reach out. Our HelloPeter support team operates during standard business hours, Monday to Friday, 8am to 5pm, and is unavailable on public holidays, which is why we were offline on Freedom Day.
We understand that waiting for assistance can be disappointing, particularly when you are seeking urgent support.
If your query is still outstanding, please send us a private message with your account details. We will ensure your case is reviewed promptly and handled with the attention it deserves.
Thank you for your patience, we are here to help.
Kind regards,
Mweb Team
Mweb's reply28 Apr 2026, 09:03
Official
Morning Phillip,
We appreciate you taking the time to reach out. Our HelloPeter support team operates during standard business hours, Monday to Friday, 8am to 5pm, and is unavailable on public holidays, which is why we were offline on Freedom Day.
We understand that waiting for assistance can be disappointing, particularly when you are seeking urgent support.
If your query is still outstanding, please send us a private message with your account details. We will ensure your case is reviewed promptly and handled with the attention it deserves.
Thank you for your patience, we are here to help.
Kind regards,
Mweb Team
We appreciate you taking the time to reach out. Our HelloPeter support team operates during standard business hours, Monday to Friday, 8am to 5pm, and is unavailable on public holidays, which is why we were offline on Freedom Day.
We understand that waiting for assistance can be disappointing, particularly when you are seeking urgent support.
If your query is still outstanding, please send us a private message with your account details. We will ensure your case is reviewed promptly and handled with the attention it deserves.
Thank you for your patience, we are here to help.
Kind regards,
Mweb Team
PG
Philip G's updateReviewer Update
28 Apr 2026, 12:20Another item you should note is that your MWeb Facebook page does not allow viewers to post comments etc. It only allows viewers to post responses to your posts. I also think your team should peruse the 'Consumer Complaints South Africa' Facebook page where a number of posters have posted their experiences, mostly negative, with your company.
(https://www.facebook.com/groups/***/)
(https://www.facebook.com/groups/***/)
PG
Philip G's update28 Apr 2026, 12:20
Reviewer Update
Another item you should note is that your MWeb Facebook page does not allow viewers to post comments etc. It only allows viewers to post responses to your posts. I also think your team should peruse the 'Consumer Complaints South Africa' Facebook page where a number of posters have posted their experiences, mostly negative, with your company.
(https://www.facebook.com/groups/***/)
(https://www.facebook.com/groups/***/)
Mweb's replyOfficial
28 Apr 2026, 14:10 Hi Phillip,
Our teams will ensure you're as updated on the order status as we are, as soon as possible.
Kind regards,
Mweb Team
Our teams will ensure you're as updated on the order status as we are, as soon as possible.
Kind regards,
Mweb Team
Mweb's reply28 Apr 2026, 14:10
Official
Hi Phillip,
Our teams will ensure you're as updated on the order status as we are, as soon as possible.
Kind regards,
Mweb Team
Our teams will ensure you're as updated on the order status as we are, as soon as possible.
Kind regards,
Mweb Team
PG
Philip G's updateReviewer Update
07 May 2026, 14:19Thank you. I will do so.
PG
Philip G's update07 May 2026, 14:19
Reviewer Update
Thank you. I will do so.
Mweb's replyOfficial
07 May 2026, 15:04Hi Philip,
You`re welcome.
Kind regards,
Mweb Team
You`re welcome.
Kind regards,
Mweb Team
Mweb's reply07 May 2026, 15:04
Official
Hi Philip,
You`re welcome.
Kind regards,
Mweb Team
You`re welcome.
Kind regards,
Mweb Team