Unauthorised Debit, Poor Fibre Installation, and Complete Lack of Support

We migrated from MWEB Openserve to MWEB Frogfoot in 2024, and since then our experience has been unacceptable.

The fibre installation done via Frogfoot has been extremely poor and unsafe. The fibre cable was installed in loose conduit pipes with nothing securing them, including sections placed directly next to our swimming pool. As a result, the line has snapped multiple times — not due to misuse, but because the installation was never properly secured.

Inside our home, the fibre line is completely exposed and unsecured in the ceiling. During a geyser emergency, my husband had to enter the ceiling and tripped over the loose fibre line, causing a water pipe to burst. This situation was dangerous and entirely avoidable had the installation been done correctly.

Despite these ongoing issues, MWEB debited an amount more than four times our normal monthly subscription, without prior notice, authorisation, or an invoice. The debit exceeded the funds in my account, resulting in bank penalties from FNB.

Over the past three weeks, we have spent countless hours on the phone with MWEB:

Repeating the same explanation to multiple agents

Being transferred repeatedly

Promised investigations and callbacks that never happened

We provided photographic evidence showing that none of the installations are secured. A properly installed fibre line should not snap repeatedly under normal household conditions.

We are willing to pay only for the actual days the fibre was used in December and January. We do not consent to paying for faulty installations or repeated repairs caused by poor workmanship.

Due to the lack of accountability, I have requested my bank to reverse the debit order. We no longer wish to remain MWEB customers and have requested that all equipment and fibre infrastructure be removed from our property.

This has been an exhausting and deeply frustrating experience, and the service received from MWEB has been extremely disappointing.