POOR MWEB AND VUMATEL SERVICE

I have been a customer of Mweb for more than two decades. When Vumatel came on the scene a few years ago, I became one of its customers in my area.

In the past month, my Wifi speed has been painfully slow, even though I pay for a 500MB speed. Repeated complaints to Mweb and Vumatel have not helped. Each time I call my ISP, Mweb, I have to spend up to 45 minutes on the phone waiting for my calls to be answered. Next, I have to spend another 30 minutes on the phone with them as they direct me to conduct various diagnostic tests. It is only when their diganostic tests fail that Mweb eventually escalates the problem to fibre service provider Vumatel. Since I have had this problem a month ago, the problem remains unsolved.

On Tuesday, 19 August 2025, I spent more than an hour on the phone with a senior Mweb technician. After the various diagnostics again confirmed that I am not getting the Wifi speed that I pay for, the senior technician again escalated the problem to Vumatel, with the following reference number: Mweb: New Vumatel ***. That was two days ago. This morning, I woke up to find that I have no Wifi at all. Once again, I have spent the morning on the phone with Mweb and Vumatel. Yet again, the problem has been escalated to Vumatel.

This is incredibly frustrating, especially since I work from home. I have sent two official letters of complaints to Mweb (***) in the past two weeka, and the company has not even bothered to reply to my letters. A worse level of customer service I have yet to encounter.

Does anybody know of a more reliable ISP and fibre service provider in the Sandton area?