LN
Lovelint N
1 reviews | Active since Apr 2012
20 May 2026, 10:03
Worst sign up service ever! Two days of struggle to just get these guys to authorise my order
I app**** for a new line with MWeb on Monday. I was told to pay installation fee of R808. I made the payment immediately. The payment reflect yesterday which was a day later on their website. I followed up on the status of my order to which I was asked to send POP after which payment already shows on their account. After some struggle I spoke to a guy that told me he would log a request to payment department to update the payment so my order could proceed. Now today which is almost two days after I app**** and made payment the order is still not authorised and I was advised when order is authorised I will then have to Rica which will then take 24-48 hours and after that is done it will take 3-5 working days until I receive the router. This is information they don't tell you before signup. I was going to go with afrihost because I have used them before but this time I opted for MWeb because sign up fee is R1000 cheaper then afrihost, but cheaper at what cost? The service is absolutely horrible and I have not even received my router yet. Please avoid MWeb at all cost.
Helpful (0)
Replies (3)0
Replies (3)
Mweb's replyOfficial
20 May 2026, 10:17Hi Lovelint, we understand your frustration with the delay in your LTE order progressing, especially after you made the payment promptly and expected the process to move forward more smoothly. It can be discouraging when each step still requires follow-ups and the timeline feels longer than anticipated, particularly when you are eager to get connected.
We can confirm that a follow-up has been submitted to our LTE Team regarding your order and the payment status, so they can review and expedite the authorisation process where possible. Once the order is authorised, the next steps including RICA and dispatch will proceed accordingly, and the team will keep you updated on progress.
We appreciate your patience while this is being attended to and understand the importance of getting your service activated as quickly as possible.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply20 May 2026, 10:17
Official
Hi Lovelint, we understand your frustration with the delay in your LTE order progressing, especially after you made the payment promptly and expected the process to move forward more smoothly. It can be discouraging when each step still requires follow-ups and the timeline feels longer than anticipated, particularly when you are eager to get connected.
We can confirm that a follow-up has been submitted to our LTE Team regarding your order and the payment status, so they can review and expedite the authorisation process where possible. Once the order is authorised, the next steps including RICA and dispatch will proceed accordingly, and the team will keep you updated on progress.
We appreciate your patience while this is being attended to and understand the importance of getting your service activated as quickly as possible.
Kind regards,
The Mweb Team
The Mweb Team
LN
Lovelint N's updateReviewer Update
28 May 2026, 09:55Good morning. Let me update you on what's been happening since I logged this complaint. A ticket was booked to have my internet problem fixed. After speaking to a guy at your technical department on 21 May he then escalated the ticket to Telkom infrastructure team to contact me. At which Telkom only contacted me on 25 may we then ran several tests with a very helpful gentlemen and on 27 may we came to the conclusion that the problem is with the router MWeb sent to me. The router does not have 5g internet and the area I stay in 4g/3g is not good/ not reliable. He then said he would write a report to Mweb informing them that the problem is with the router. I have since tried contacting MWeb via the live chat of which I wait for more then 3/4 hours for someone to join the chat and almost no one joins. If I call I wait for about an hour to get through at that point my airtime has run out. And mind you, you guys have already billed me and I have not used the internet satisfactory. At this point I am pleading with you to please do 1 of two things! Either send me a 5g router or cancel my subscription with you guys and give me back the deposit I paid because I am extremely frustrated with this sort of service
LN
Lovelint N's update28 May 2026, 09:55
Reviewer Update
Good morning. Let me update you on what's been happening since I logged this complaint. A ticket was booked to have my internet problem fixed. After speaking to a guy at your technical department on 21 May he then escalated the ticket to Telkom infrastructure team to contact me. At which Telkom only contacted me on 25 may we then ran several tests with a very helpful gentlemen and on 27 may we came to the conclusion that the problem is with the router MWeb sent to me. The router does not have 5g internet and the area I stay in 4g/3g is not good/ not reliable. He then said he would write a report to Mweb informing them that the problem is with the router. I have since tried contacting MWeb via the live chat of which I wait for more then 3/4 hours for someone to join the chat and almost no one joins. If I call I wait for about an hour to get through at that point my airtime has run out. And mind you, you guys have already billed me and I have not used the internet satisfactory. At this point I am pleading with you to please do 1 of two things! Either send me a 5g router or cancel my subscription with you guys and give me back the deposit I paid because I am extremely frustrated with this sort of service
Mweb's replyOfficial
28 May 2026, 12:25Good day, and thank you for taking the time to share such a detailed update. We can see how much effort you have put into trying to get this resolved, and it gives us a clear picture of your experience so far.
We’ve checked your account and can confirm that one of our support agents successfully connected with you on chat about an hour ago under reference MWB***3. During that session, a reconnection request was logged with our Finance team, and they are now actively working on processing this for you.
From a technical perspective, the feedback you received from the Telkom infrastructure team regarding the router is valuable. If the device is not suited to your area’s signal conditions, it can absolutely impact your overall experience, especially where 4G and 3G coverage is limited. This aligns with what you have been experiencing, although a full assessment is always required before confirming a final root cause.
We also fully recognise the frustration around long wait times on chat and calls. That is not the experience we aim to deliver, especially when you need urgent assistance, and your feedback here is important.
At this stage, your reconnection and account status are being handled with priority by our Finance team. Once that process is complete, we will be in a stronger position to guide the next steps, whether that is resolving the equipment concern or assisting with an alternative outcome that works best for you.
We will continue to keep a close eye on this from our side to ensure it progresses without unnecessary delays.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Mweb's reply28 May 2026, 12:25
Official
Good day, and thank you for taking the time to share such a detailed update. We can see how much effort you have put into trying to get this resolved, and it gives us a clear picture of your experience so far.
We’ve checked your account and can confirm that one of our support agents successfully connected with you on chat about an hour ago under reference MWB***3. During that session, a reconnection request was logged with our Finance team, and they are now actively working on processing this for you.
From a technical perspective, the feedback you received from the Telkom infrastructure team regarding the router is valuable. If the device is not suited to your area’s signal conditions, it can absolutely impact your overall experience, especially where 4G and 3G coverage is limited. This aligns with what you have been experiencing, although a full assessment is always required before confirming a final root cause.
We also fully recognise the frustration around long wait times on chat and calls. That is not the experience we aim to deliver, especially when you need urgent assistance, and your feedback here is important.
At this stage, your reconnection and account status are being handled with priority by our Finance team. Once that process is complete, we will be in a stronger position to guide the next steps, whether that is resolving the equipment concern or assisting with an alternative outcome that works best for you.
We will continue to keep a close eye on this from our side to ensure it progresses without unnecessary delays.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team