SV
Shanessa V
1 reviews | Active since Jan 2023
03 Mar 2026, 14:45
Zero customer service skills 0 stars
I am so disappointed with Mweb I have been a customer for years. I just recently moved and requested a change of residence on the Mweb app, nobody got back to me, I phoned them and spoke to an agent called Rory he explained vumatel was currently merging with vodacom in the area of my new address and they could not log any new orders till that merger was complete on 1 March 2026 I called back yesterday 02 March to ask if the order had been put through and when the technicians would come out to install the Fibre line by my new address the lady I spoke to could not help me she said she would request a call back from Rory for me because he was the one that opened the ticket there was nothing they could do he had to be the one to process the order. I received no call back from Rory I phone again this morning 03 March and was told the same thing once again no call back from Rory I phone again this afternoon 03 March and AGAIN was told the same thing but to top it off Rory was not online so the man couldn't even ask if he could take over to get my order proccessed. Then he cut the call before I could get any additional information I am extremely angry and quite frankly disgusted in the service I received they are either going to fix this problem or I will be canceling both my office and home wifi I have with them and moving over to a different service provider
Helpful (0)
Replies (3)0
Replies (3)
Mweb's replyOfficial
03 Mar 2026, 15:24Hi Shanessa, we completely understand how frustrating and disappointing this experience has been, especially after being a loyal customer for years and dealing with repeated delays and missed callbacks. Waiting for updates while needing a new connection is understandably stressful. Please be assured that a follow-up has been sent to the relevant team to ensure your order is progressed and that you receive the necessary updates regarding your Fibre installation. We truly appreciate your patience, and we’re committed to resolving this matter as quickly as possible so you can enjoy uninterrupted service at your new address.
Mweb's reply03 Mar 2026, 15:24
Official
Hi Shanessa, we completely understand how frustrating and disappointing this experience has been, especially after being a loyal customer for years and dealing with repeated delays and missed callbacks. Waiting for updates while needing a new connection is understandably stressful. Please be assured that a follow-up has been sent to the relevant team to ensure your order is progressed and that you receive the necessary updates regarding your Fibre installation. We truly appreciate your patience, and we’re committed to resolving this matter as quickly as possible so you can enjoy uninterrupted service at your new address.
SV
Shanessa V's updateReviewer Update
04 Mar 2026, 13:02So I wrote a review yesterday about the terrible customer service I received from mweb.
They responded to my review with the following.
Mweb’s reply03 Mar 2026 at 15:24Hi Shanessa, we completely understand how frustrating and disappointing this experience has been, especially after being a loyal customer for years and dealing with repeated delays and missed callbacks. Waiting for updates while needing a new connection is understandably stressful. Please be assured that a follow-up has been sent to the relevant team to ensure your order is progressed and that you receive the necessary updates regarding your Fibre installation. We truly appreciate your patience, and we’re committed to resolving this matter as quickly as possible so you can enjoy uninterrupted service at your new address.
Yet nothing has changed I phone again today and I'm on that call for 50 minutes being shunted from pillar to post and low and behold MY ORDER STILL HASN'T BEEN LOGGED!!!!!!!!!!! I'm once again told the same nonsense about the migration that should have been completed 1 March already. And again nobody can help me, nobody can process this order and again I have no way forward and AGAIN they cut the call mid conversation and don't bother phoning me back I have used so much airtime trying to get my Fibre sorted. I ask to speak to a supervisor and I get told I have to wait for a call back but nobody actually calls you back this service is disgusting THEY HAVE ALREADY BILLED ME FOR THIS MONTH BUT I HAVE NO FIBRE!!!!! I WANT MY MONEY BACK, and I will be canceling both my office and personal Fibre lines and moving over to a different service provider
They responded to my review with the following.
Mweb’s reply03 Mar 2026 at 15:24Hi Shanessa, we completely understand how frustrating and disappointing this experience has been, especially after being a loyal customer for years and dealing with repeated delays and missed callbacks. Waiting for updates while needing a new connection is understandably stressful. Please be assured that a follow-up has been sent to the relevant team to ensure your order is progressed and that you receive the necessary updates regarding your Fibre installation. We truly appreciate your patience, and we’re committed to resolving this matter as quickly as possible so you can enjoy uninterrupted service at your new address.
Yet nothing has changed I phone again today and I'm on that call for 50 minutes being shunted from pillar to post and low and behold MY ORDER STILL HASN'T BEEN LOGGED!!!!!!!!!!! I'm once again told the same nonsense about the migration that should have been completed 1 March already. And again nobody can help me, nobody can process this order and again I have no way forward and AGAIN they cut the call mid conversation and don't bother phoning me back I have used so much airtime trying to get my Fibre sorted. I ask to speak to a supervisor and I get told I have to wait for a call back but nobody actually calls you back this service is disgusting THEY HAVE ALREADY BILLED ME FOR THIS MONTH BUT I HAVE NO FIBRE!!!!! I WANT MY MONEY BACK, and I will be canceling both my office and personal Fibre lines and moving over to a different service provider
SV
Shanessa V's update04 Mar 2026, 13:02
Reviewer Update
So I wrote a review yesterday about the terrible customer service I received from mweb.
They responded to my review with the following.
Mweb’s reply03 Mar 2026 at 15:24Hi Shanessa, we completely understand how frustrating and disappointing this experience has been, especially after being a loyal customer for years and dealing with repeated delays and missed callbacks. Waiting for updates while needing a new connection is understandably stressful. Please be assured that a follow-up has been sent to the relevant team to ensure your order is progressed and that you receive the necessary updates regarding your Fibre installation. We truly appreciate your patience, and we’re committed to resolving this matter as quickly as possible so you can enjoy uninterrupted service at your new address.
Yet nothing has changed I phone again today and I'm on that call for 50 minutes being shunted from pillar to post and low and behold MY ORDER STILL HASN'T BEEN LOGGED!!!!!!!!!!! I'm once again told the same nonsense about the migration that should have been completed 1 March already. And again nobody can help me, nobody can process this order and again I have no way forward and AGAIN they cut the call mid conversation and don't bother phoning me back I have used so much airtime trying to get my Fibre sorted. I ask to speak to a supervisor and I get told I have to wait for a call back but nobody actually calls you back this service is disgusting THEY HAVE ALREADY BILLED ME FOR THIS MONTH BUT I HAVE NO FIBRE!!!!! I WANT MY MONEY BACK, and I will be canceling both my office and personal Fibre lines and moving over to a different service provider
They responded to my review with the following.
Mweb’s reply03 Mar 2026 at 15:24Hi Shanessa, we completely understand how frustrating and disappointing this experience has been, especially after being a loyal customer for years and dealing with repeated delays and missed callbacks. Waiting for updates while needing a new connection is understandably stressful. Please be assured that a follow-up has been sent to the relevant team to ensure your order is progressed and that you receive the necessary updates regarding your Fibre installation. We truly appreciate your patience, and we’re committed to resolving this matter as quickly as possible so you can enjoy uninterrupted service at your new address.
Yet nothing has changed I phone again today and I'm on that call for 50 minutes being shunted from pillar to post and low and behold MY ORDER STILL HASN'T BEEN LOGGED!!!!!!!!!!! I'm once again told the same nonsense about the migration that should have been completed 1 March already. And again nobody can help me, nobody can process this order and again I have no way forward and AGAIN they cut the call mid conversation and don't bother phoning me back I have used so much airtime trying to get my Fibre sorted. I ask to speak to a supervisor and I get told I have to wait for a call back but nobody actually calls you back this service is disgusting THEY HAVE ALREADY BILLED ME FOR THIS MONTH BUT I HAVE NO FIBRE!!!!! I WANT MY MONEY BACK, and I will be canceling both my office and personal Fibre lines and moving over to a different service provider
Mweb's replyOfficial
04 Mar 2026, 13:50Hi Shanessa,
Thank you for taking the time to detail what you’ve experienced. We understand how frustrating and exhausting it must be to spend that amount of time on calls, be transferred repeatedly, and still not have your migration order logged — especially while already being billed for the service. That’s not the experience we aim to deliver.
We’ve escalated your matter to the relevant team to take a closer look at the move request and the delays you’ve encountered. They have been provided with detailed feedback regarding what has happened so far and will assess the way forward to ensure your order is correctly processed and progressed as a priority.
Thank you for raising this with us and we appreciate the opportunity to address your concerns.
Thank you for taking the time to detail what you’ve experienced. We understand how frustrating and exhausting it must be to spend that amount of time on calls, be transferred repeatedly, and still not have your migration order logged — especially while already being billed for the service. That’s not the experience we aim to deliver.
We’ve escalated your matter to the relevant team to take a closer look at the move request and the delays you’ve encountered. They have been provided with detailed feedback regarding what has happened so far and will assess the way forward to ensure your order is correctly processed and progressed as a priority.
Thank you for raising this with us and we appreciate the opportunity to address your concerns.
Mweb's reply04 Mar 2026, 13:50
Official
Hi Shanessa,
Thank you for taking the time to detail what you’ve experienced. We understand how frustrating and exhausting it must be to spend that amount of time on calls, be transferred repeatedly, and still not have your migration order logged — especially while already being billed for the service. That’s not the experience we aim to deliver.
We’ve escalated your matter to the relevant team to take a closer look at the move request and the delays you’ve encountered. They have been provided with detailed feedback regarding what has happened so far and will assess the way forward to ensure your order is correctly processed and progressed as a priority.
Thank you for raising this with us and we appreciate the opportunity to address your concerns.
Thank you for taking the time to detail what you’ve experienced. We understand how frustrating and exhausting it must be to spend that amount of time on calls, be transferred repeatedly, and still not have your migration order logged — especially while already being billed for the service. That’s not the experience we aim to deliver.
We’ve escalated your matter to the relevant team to take a closer look at the move request and the delays you’ve encountered. They have been provided with detailed feedback regarding what has happened so far and will assess the way forward to ensure your order is correctly processed and progressed as a priority.
Thank you for raising this with us and we appreciate the opportunity to address your concerns.