Useless service

Hi Mohamed,  Please send us a brief description of the query along with the conversation details with the consultant so we can ensure it is directed to the correct team for review and assistance. Once we have the relevant information, we’ll be able to advise on the appropriate next steps and support channel for the matter. Kind regards,
The Mweb Team 

Hi Mohamed,  Thank you for your message, and we understand your concern regarding the R249 payment, especially since the original installation did not proceed due to your change in address circumstances. We can confirm that a credit for the R249 has now been processed on your account. This will allow the order process to be aligned correctly with the updated installation request for your new premises without duplicating the initial payment already made. We also acknowledge the inconvenience caused while trying to update the installation details during an already stressful move process. Kind regards,
 The Mweb Team 

Hi Mohamed,  Thank you for your message, and we understand your concern regarding the R249 payment, especially since the original installation did not proceed due to your change in address circumstances. We can confirm that a credit for the R249 has now been processed on your account. This will allow the order process to be aligned correctly with the updated installation request for your new premises without duplicating the initial payment already made. We also acknowledge the inconvenience caused while trying to update the installation details during an already stressful move process. Kind regards,
 The Mweb Team 

Hi Mohamed,We understand that you’re looking for clarity on timelines and would prefer to discuss the process directly. We have therefore requested our Orders Team to reach out to you on the contact number provided to assist further with the updated installation process and expected turnaround time.They will review the order status with you directly and provide guidance on the next steps required to get the installation finalised for your new address.Kind regards,
The Mweb Team 

Hello Mohamed,We can see that one of our activation agents connected with you earlier this afternoon via chat and provided an update on your order status (***, approximately 29 minutes ago).Our team will continue to keep you informed and will email you as soon as your service has been successfully activated.

Kind regards, 
The Mweb Team

We have reported your feedback regarding interaction with Sibongile to the relevant team to internally address and improve where necessary. 

 Hello  Mohamed. 

We have logged an urgent follow up with our Openserve activations teams, who are actively working on the order and will email you with an update on the next steps ASAP. 

Kind regards, 
The Mweb Team 

Hi Mohamed,
Thank you for providing the address details, 
The address has been sent to the team handling the Openserve network provider and they have been requested to urgently assist with correcting the address on the system. This will ensure that everything is aligned correctly for the next steps.
We remain focused on ensuring the address is updated promptly so your installation can proceed without further issues.
Kind regards,
Mweb Team

Hi Mohamed,  Thank you for your kind words. We're pleased to hear that the matter is moving in the right direction. While we understand your preference to have the same technician return, we're unable to confirm which technician Openserve will assign to the installation. Technician allocation is managed directly by Openserve based on their scheduling and operational requirements. At this stage, our focus remains on ensuring the address correction is completed so that the installation can proceed. Once Openserve schedules the appointment, they will assign the technician accordingly. Kind regards,
 The Mweb Team 

Hi Mohamed, we understand the urgency of getting this resolved, especially with the impact this delay is having on your wife’s business and your ability to operate as expected.The information has been updated and shared with our MetroFibre team to ensure their records are aligned correctly so the installation process can continue without further delays. Once their system reflects the corrected details, they will be in a position to proceed with the next steps and scheduling.We will continue to monitor progress and follow up with them to ensure this is moved forward as quickly as possible.Kind regards,
 The Mweb Team

You're welcome.

Hi Mohamed, 
We understand your concern, especially when you're seeing another debit order after already making a payment while this matter has been ongoing.Having reviewed the account, we can confirm that a credit of R249 has been passed on the account. This credit will be reflected against your billing profile and taken into account accordingly.If you have any further questions regarding how the credit has been app**** or how it reflects on your billing, please let us know and we'll be happy to assist further.Kind regards,
 The Mweb Team

Hi Mohamed, 
Thank you for checking in.Our fibre team is currently working on your order and is in the process of verifying the installation address with the relevant network provider. This is an important step to ensure the service is correctly activated at the right location.We’ll share an update as soon as we receive feedback from the team handling the verification.Kind regards,
 The Mweb Team.

Hi Mohamed,,
Thank you for your continued follow up. After everything you’ve gone through over the past week, especially repeatedly trying to get updates and being left without clear communication, it’s completely understandable that you’ve reached this point. This experience has clearly not met your expectations, and we can see how this has led to your decision to cancel.
Your request has been escalated to the team handling orders with urgency, specifically to proceed with your cancellation and refund as requested. The necessary steps are being actioned to bring this to a close, and you will be notified directly via email once this has been completed.
Your experience and the concerns you’ve raised will be shared with our Service Quality Team to review how this was handled and where improvements need to be made, particularly around communication and follow through.
If you need any further assistance, please feel free to continue the conversation with us here, and we will make sure your query is attended to.
Kind regards,
Mweb Team

Hi Mohamed,

We can confirm that your order has been cancelled, and your Mweb account has already been credited. A refund request has been logged and is currently in the approval stage. This process typically takes 24 to 48 hours, and once the refund has been approved and issued, the funds will reflect in your bank account within 3 to 5 working days, depending on your bank’s processing times.

Your feedback has been taken seriously and shared with our Service Quality Team to review your experience and ensure improvements are made.

If you require any further assistance or would like to follow up, please feel free to reach out to us on Hello Peter, and we`ll gladly assist.

Kind regards,
Mweb Team

Hi Mohamed, 
We understand your concern, especially as you were expecting the refund to have been processed by now based on the timeframe previously provided.We can confirm that a follow-up has been submitted with the relevant team to obtain an update on the status of your refund. We have requested feedback as a matter of urgency and will ensure that any information received is communicated to you as soon as possible.Thank you for your patience while this is being followed up.Kind regards,
 Mweb Team.

Hi Mohamed,
Thank you for your follow up. We understand how frustrating this must be, especially after the lengthy delay and the number of times you’ve had to follow up just to get clarity on something as important as your refund.  We’ve reviewed your account and can confirm that your refund is currently in the final approval stage under reference R***213. We are actively pushing on our side to ensure this moves forward without any delays and is processed as quickly as possible.
We will stay closely involved until your refund has been fully processed and reflects in your account.
Kind regards,
Mweb Team

Hi Mohamed,
We understand how this situation must feel, especially with the delays going beyond the timeframe that was originally communicated. Wanting clarity and timely completion on something as important as your refund is completely understandable. Please be assured we remain fully committed to seeing this through to completion. We are actively monitoring the progress and continuing to push internally to ensure it is processed and reflected in your account.

Kind regards,
Mweb Team

Hi Mohamed,
We are actively monitoring the progress and continuing to push internally to ensure it is processed and reflected in your account as soon as possible. We remain fully committed to seeing this through to completion and remain closely involved until your refund has been fully processed and the funds reflect in your account.
Kind regards,
Mweb Team

Hi Mohamed,
We’re happy to confirm that your refund under reference R***213 has now been finalised and is scheduled to be cleared tomorrow. Once it has been processed, the funds should reflect in your bank account within 3–5 working days, depending on your bank’s processing timelines.
We will remain closely involved and continue monitoring this through to completion to ensure the funds reflect without any further issues.
Kind regards,
Mweb Team

Hi Mohamed,
We really appreciate your patience on this, especially after everything you’ve gone through while waiting for the refund to be finalised.
We will remain closely involved and continue monitoring this through to completion to ensure the funds reflect in your account without any further issues.
Kind regards,
Mweb Team

Hi Mohamed,
We really appreciate your patience on this, especially after everything you’ve gone through while waiting for the refund to be finalised.
We will remain closely involved and continue monitoring this through to completion to ensure the funds reflect in your account without any further issues.
Kind regards,
Mweb Team

Hi Mohamed,We understand your frustration, and we can see why receiving similar updates without a clear outcome would be disappointing.Your refund has already been logged, and it is currently being processed. We appreciate that you're looking for progress rather than repeated reassurance, and we're continuing to monitor the request until it has been completed.Kind regards, The Mweb Team