Urgent Complaint Regarding Extremely Poor Internet Service – Account ***0

Dear Mweb Customer Service, I am writing to formally lodge a complaint regarding the extremely poor internet service I have been receiving on my Openserve Uncapped Fibre line (Account Number: ***0). I pay R900 monthly for a 100Mbps download and 50Mbps upload package, and I have never missed or delayed a payment. However, the service I am receiving is unacceptable and far below the standard promised.

For the past few weeks, my internet has been unreliable, with frequent disconnections, extremely slow speeds, and at times, no service at all. Since Monday, the situation has worsened to the point where I cannot send basic WhatsApp messages or stream television without constant buffering. When I am able to run a speed test via the Mweb app, it shows only 29Mbps download and 10Mbps upload — a fraction of what I am paying for. Most times, I cannot even run the test due to complete loss of connectivity.

I have attempted to contact Mweb support multiple times. I spent over 70 minutes on a call without receiving any assistance before my airtime ran out. I also tried using the web chat, but either received no resolution or had to abandon the chat due to work commitments after waiting 30–40 minutes.

On Saturday, after assistance from your representative Dalia, Openserve contacted me and mentioned that a line test showed a result of “100” instead of “1000” — though I am unclear on what this means. They promised to send a technician on Monday, but no one arrived. I attempted to follow up using the number they called from, but it appears to be invalid.

This situation is affecting my ability to work, my children’s ability to complete schoolwork, and my wife’s ability to perform her duties. I am extremely frustrated and furious. I do not pay this amount of money to receive no service. I demand that this issue be resolved today without further delay. Please escalate this matter immediately and provide a technician to resolve the issue. I expect a full explanation and compensation for the lack of service.