I began the process of signing up for Mweb fibre on 31 March. After two weeks with no progress, I was informed that the issue had been escalated to management as it had gone beyond the normal processing time. I understood there were public holidays and complications with installing a new line, so I remained patient.However, things took a frustrating turn. Despite my patience, I received no communication from any manager until I personally followed up with the consultant who had initially been assisting me. I then recieved a call from a "manager" to confirm my address – for the third time – and it was still incorrect. Since that call, I have heard absolutely nothing.I have sent multiple emails to both the customer service address and the consultant – and have been completely ignored. It's deeply concerning that when things go wrong, Mweb simply stops communicating, effectively ghosting customers. Now, nearly two months later, I still have no fibre service, no clarity, and no update about the refund for the payment I made to initiate the process.I'm not someone who usually complains, but being ignored when asking for answers is unacceptable. I’m extremely disappointed and sincerely hope Mweb takes this feedback seriously and improves their customer service and accountability.
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