Review Time
Subject: Formal Escalation: Ongoing Service Failures, Billing Errors and Unacceptable Customer Experience
Dear MWEB Management,
I am writing to formally escalate a serious complaint regarding the unacceptable level of service I have experienced since switching to MWEB in December 2025. My experience across sales, technical support, billing, and customer service has been extremely disappointing and has caused significant inconvenience and financial frustration.
When I first contacted MWEB in early December 2025 to move my services for 2026, the sales process was extremely quick and filled with promises about efficiency and support. However, immediately after the sale was concluded, the reality was very different.
The technical team arrived to complete the installation but completely ignored my request to move the router position. Instead, they left the setup exactly as it was, which resulted in me being without internet for five days, despite the fact that my December services had already been paid for.
When I raised the issue with the sales consultant, the response I received was shocking and completely unprofessional. I was told that if I was unhappy, I could simply cancel and that it was “not a big deal.”
The retention department later contacted me and convinced me to stay by offering one complimentary month of service as compensation for the inconvenience.
Unfortunately, the problems did not stop there.
When I later applied for a third internet line for a property in another province, the experience was again extremely poor. The technical team arrived six hours late, and the quality of the installation workmanship was completely unacceptable. I took photographs and emailed them to Vuma to highlight the poor work done. Two months later, I have still received absolutely no response or acknowledgement.
The situation escalated further when my service was suddenly disconnected, and I was informed there was an early termination fee of approximately R5,000 on my account. I had to explain the situation repeatedly to multiple agents, none of whom appeared to understand the issue or take ownership of resolving it. The lack of internal communication between departments was extremely evident.
On top of this:
The MWEB mobile app displays incorrect billing information and is effectively useless for resolving issues.
Customers are forced to wait up to two hours on the phone to speak to a representative.
I was even required to pay reconnection fees for a disconnection that was not caused by me.
More recently, the server theft in the Ferndale area left me without internet for four days. When I contacted accounts regarding a credit for the downtime, I was advised to contact support to have the credit applied.
Instead of receiving a credit, R4,100 was debited from my account, which is completely unacceptable. I was then advised by the accounts department to reverse the payment myself, as it would take MWEB too long to process the correction.
This entire experience has left me extremely frustrated and regretful that I chose to switch service providers. Unfortunately, I now feel trapped in a contract, as cancelling would result in further financial penalties, despite the repeated service failures and billing errors on MWEB’s side.
At this point, I expect the following:
1. A full investigation into my account and billing history
2. Immediate correction of all incorrect charges
3. Credits for service downtime and billing errors
4. Written confirmation that my account has been corrected
5. Assurance that the technical installation issues I previously reported will be addressed
I also strongly recommend that MWEB urgently address the following internal issues:
Staff training and accountability across departments
Improved empathy and communication with customers
Transparent and accurate billing systems
A functional and reliable customer service app
If this matter is not resolved urgently, I will have no choice but to escalate the complaint to the relevant regulatory authorities and consumer protection bodies.
I look forward to a prompt and meaningful resolution.
Kind regards,
Malni Mahomed
If I could give zero stars I would.
I cancelled this product over the phone in January and paid the cancellation fee after wating an hour on hold. Two days afterward I called again (waited another hour) to confirm the cancellation. I even asked if there is anything else to do and they said "no, it's all sorted". I then still had to pay for February however after phoning they said they will reverse the payment (they didn't) and then again saw mweb wanting to bill me for March. I again called and this time waited 2hours just for some person to say the cancellation didn't go through and then immediately hung up?...
I won't be recommending mweb to anyone, and I will be leaving horrible reviews everywhere I can.
It's no secret you make your cancellation service so useless so people take longer to cancel and thus having to pay you more.
Get your shit together- you make the ANC look functional
They don't have any service whatsoever, it's actually a joke, you don't get any assistance at all, their automated customer service is Ridiculous pathetic. you will hold until Jesus comes trying to solve your issues is a waste of time. I have been trying to cancel their Wi-Fi since Dec 2025 to date I'm still kept on hold, i try every day to no avail.
I went for the special they advertised R399 for 3 months and afterwards it will be R439. Based on these prices decided to go with mweb. Got call from them to tell me when first payment is due AND JUST BY THE WAY price is going up, I will not benifit from special. It will start on R439 and the after 3 months R539. Operator was quite irritaded when I didnt understood why I suddenly have to pay so much. Truly sorry I went for mweb. When you advertise you should honour it. And I suppose its going to be a future problem to cancel. Really sorry I didn't read reviews before I decided to use them
I done a google review , twitter and they blocked me, mweb os just becoming so pathetic woth customer service! How do you get ot right to let customers holdnon a call for 30min then an hour!! Ffs that pathetic then i call back and same story, online chats also pathetic. GET YOUR SERVICE TOGETHER MWEB!! EMPLOY MORE TECH AND SERVICE CONSULTANTS. BE BETTER. YOU OWE ME 2 DAYS WITHOUT INTERNET!
Mweb’s customer service is an absolute joke. You wait over two hours just to get assistance, whether you’re calling or trying to chat to an agent. That alone is unacceptable.
What makes it even worse is that I’ve been in contact with them since 21st January. Every single time, I’m told there’s a “48-hour turnaround time”. It is now the 3rd February and I have still received no response, no resolution, and no follow-up. Just empty promises and endless waiting.
This is beyond frustrating , it’s unprofessional and shows a complete lack of respect for customers. If you value your time and sanity, think very carefully before dealing with Mweb.
Mweb is the worst service provider when it comes to hosting and domain services. you can never get through to their customer care or technical team.
My emails were being blocked by their server it took Mweb a whole week to figure out what was going on.
Within the week I spoke to at least 7 different people who could not assist. Eventually when they did come back to me it was a night mare . Its almost like you have to trouble shoot your own problems and tell them where to look.
The worst service we have ever received.
one star is still much when you measure the level of Mweb service.
Please don't be put off by their Automated reply's to complaints that are logged. My experience dates January 2026.
Disgusting Service Experience
After being on hold for two hours, I finally reached technical support, only to have the call cut off because I asked the consultant to wait briefly while I received an OTP from my manager.
This is not customer service — it is disrespectful and unacceptable. No customer should be treated this way after waiting so long for help.
I am extremely dissatisfied and shocked at the lack of professionalism shown.
We transferred the domain ireflect.co.za away from MWEB to another registrar in August 2024.
MWEB’s own Domain Support team confirmed in writing that the transfer ticket was received and accepted, and the transfer can be independently verified via public WHOIS records.
Despite this, MWEB continues to deduct payments from our account long after the domain was no longer under their management.
The process itself was unnecessarily complex and drawn out, involving:
Repeated requests for documentation already supplied
Conflicting instructions between departments (domains vs cancellations)
Long response times and lack of clear ownership
A requirement to “cancel” a service that had already been successfully transferred
Even after written confirmation of the transfer, billing was not stopped automatically, which is unacceptable.
This experience reflects poor internal coordination, weak post-transfer controls, and inadequate billing governance. Customers should not have to chase a provider to stop charging for services they no longer provide.
I would strongly advise anyone transferring domains away from MWEB to monitor their billing closely and not assume the process is complete, even after written confirmation.
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