Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Mweb presents a sharply divided customer experience. Individual consultants earn genuine praise for resolving issues quickly, lifting Customer Service & Support Quality (3.3) to the strongest theme. However, customers consistently describe extreme difficulty reaching anyone at all, and Communication & Responsiveness (1.2) and Billing, Contracts & Account Management (1.2) sit at the bottom, driven by unanswered calls, dead live chats and cancellations that never process.
Top Strengths:
- •Customer Service & Support Quality: Customers repeatedly name individual consultants who resolve issues within minutes, and WhatsApp support draws particular praise. The recurring theme is that once you actually reach a person, the help is often knowledgeable, patient and genuinely effective.
Replied to 73% of negative reviews
Reply time on negative reviews: 9h 15m
TrustIndex
5.8
Ranking
#15
in Fibre & Broadband
Reply Time
9h 18m
NPS Score
-37
Recommended: Unlikely
Replied to 73% of negative reviews
Reply time on negative reviews: 9h 15m
Nov '25 - Oct '26
Frequently Asked Questions About Mweb
What do customers say about Mweb?
Based on recent customer reviews, Mweb presents a sharply divided customer experience. Individual consultants earn genuine praise for resolving issues quickly, lifting Customer Service & Support Quality (3.3) to the strongest theme. However, customers consistently describe extreme difficulty reaching anyone at all, and Communication & Responsiveness (1.2) and Billing, Contracts & Account Management (1.2) sit at the bottom, driven by unanswered calls, dead live chats and cancellations that never process.
What is Mweb's biggest strength?
Mweb's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support Quality. Customers repeatedly name individual consultants who resolve issues within minutes, and WhatsApp support draws particular praise. The recurring theme is that once you actually reach a person, the help is often knowledgeable, patient and genuinely effective.
What are the most common complaints about Mweb?
The most common complaint about Mweb, based on Hellopeter's AI analysis of recent customer reviews, is Network Reliability & Connection Quality. Customers consistently report speeds far below their contracted packages, with 100Mbps lines delivering a small fraction of that. Outages stretching from several days to several weeks, with no estimated restoration time, are a recurring frustration.
How does Mweb compare to other Fibre & Broadband companies?
Mweb scores 2.1 out of 5 on Hellopeter's AI analysis of service quality in Fibre & Broadband, compared to the Fibre & Broadband industry average of 1.9. Their strongest theme is Customer Service (3.3); their weakest is Billing & Contracts (1.2). The top AI-rated Fibre & Broadband business on Hellopeter is Atomic Access (4.7). How is the AI Score calculated? →
Is Mweb trustworthy?
Mweb has a TrustIndex of 5.8 out of 10 on Hellopeter, based on 7,205 reviews in the last 12 months. They reply to 73% of negative reviews, typically within 9 hours 15 min. Hellopeter has tracked Mweb across 20,212 total reviews. How is the TrustIndex calculated? →
Recent reviews (7,205)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
Lushika was my agent and i could not have asked for better
Lushika was my agent and i could not have asked for better. I was assisted and assired every step of the way and recieved great service. I an extremely happy with MWEB as my internet service provider and always has fast, uninterrupted streaming experiences whether on phone or tv. Thank you MWEB and thank you Lushika.
1 reviews | Active since Oct 2026
Lushika was my agent and i could not have asked for better
Lushika was my agent and i could not have asked for better. I was assisted and assired every step of the way and recieved great service. I an extremely happy with MWEB as my internet service provider and always has fast, uninterrupted streaming experiences whether on phone or tv. Thank you MWEB and thank you Lushika.
1 reviews | Active since Dec 2013
Terrible experience
So disappointed with the service received from Mweb, I had no internet for 2weeks from 07 Sept and my issue was resolved on the 23rd Sept I had to call around, chat online and constant follow up. I work from home and I had to buy data, my kids could not study as they did not have connection, it was also a mission to get through the call center as I had to hold for over an hour. I am currently serving a month's notice as I had to cancel my contract because of the terrible service, now my question is, I bought data in the two weeks I did not have internet, who will reimburse me? Do you still expect me to pay your full invoice for this month even though you did not fulfill your contractual term. I need a refund for my data or half the price this month
1 reviews | Active since Dec 2013
Terrible experience
So disappointed with the service received from Mweb, I had no internet for 2weeks from 07 Sept and my issue was resolved on the 23rd Sept I had to call around, chat online and constant follow up. I work from home and I had to buy data, my kids could not study as they did not have connection, it was also a mission to get through the call center as I had to hold for over an hour. I am currently serving a month's notice as I had to cancel my contract because of the terrible service, now my question is, I bought data in the two weeks I did not have internet, who will reimburse me? Do you still expect me to pay your full invoice for this month even though you did not fulfill your contractual term. I need a refund for my data or half the price this month
1 reviews | Active since Sept 2024
My experience with Mweb has been nothing short of great ☺️
My experience with Mweb has been nothing short of great ☺️. Everytime i call on with a problem i get assisted with so much respect. I appreciate the effort that Mweb team makes to make customers feel welcomed and well assisted.
1 reviews | Active since Sept 2024
My experience with Mweb has been nothing short of great ☺️
My experience with Mweb has been nothing short of great ☺️. Everytime i call on with a problem i get assisted with so much respect. I appreciate the effort that Mweb team makes to make customers feel welcomed and well assisted.
1 reviews | Active since Oct 2026
Terrible Service.
Absolutely terrible service. Waited in total around 3 hours on 4 different calls for an agent to answer. Only to be told they can't help me and contradicting each other. Took them a week to activate my line after Openserve were done with the ONT. STAY AWAY
1 reviews | Active since Oct 2026
Terrible Service.
Absolutely terrible service. Waited in total around 3 hours on 4 different calls for an agent to answer. Only to be told they can't help me and contradicting each other. Took them a week to activate my line after Openserve were done with the ONT. STAY AWAY
1 reviews | Active since Oct 2026
I had a issue with my payment due to unforseen circumstances agent Charl was very friendly and ve...
I had a issue with my payment due to unforseen circumstances agent Charl was very friendly and very affecient solving my issue going forth I would highly recommend Mweb for their great and prompt service especially to agent Charl thanks once again.
1 reviews | Active since Oct 2026
I had a issue with my payment due to unforseen circumstances agent Charl was very friendly and ve...
I had a issue with my payment due to unforseen circumstances agent Charl was very friendly and very affecient solving my issue going forth I would highly recommend Mweb for their great and prompt service especially to agent Charl thanks once again.