Contact MWEB: Find below customer service details of MWEB, South Africa, including phone and email. Besides contact details, the page also offers a brief overview of the company.
Head Office
Internet Solutions Digital (Pty) Ltd
MWEB Building, 100 Fairway Close
Parow 7500, Cape Town, South Africa
Customer Service
Phone: 087 701 2100
Phone: +27 21 596 8300
Phone: 087 700 5000 (sales)
Phone: 087 700 0777 (technical)
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About MWEB
MWEB is a South African telecommunications company established in the year 1997. Headquartered at Cape Town, MWEB is currently the second largest Internet Service Provider (ISP) in the country with an array of exciting products and services. The company had its humble beginnings with the launch of Big Black Box, an easy plug-and-play Internet connectivity solution. Later it began to add new products to its offering. In 2003, MWEB launched WiFI and in 2010 the company introduced uncapped ADSL. It was apparently the first ISP to offer a flat rate broadband connection. MWEB’s current offerings include Fibre, LTE and ADSL connectivity. MWEB also offer individuals and business customers website hosting, premium mailbox and VoIP solutions. As of 2019, MWEB boasts of more than 350,000 customers.
Those looking to subscribe MWEB’s products can reach the customer support via phone, visit nearest office or browse the website for details. You can check if MWEB has coverage in your area before considering a plan. Enter your address online and the Coverage Check tool will tell you if there is connectivity in your area. The major infrastructure providers for Fibre connections include Lightstruck, Century City, Link Africa, Vuma, Metro Fibre, Frogfoot, Octotel, and Mitchells Fibre. Each of them offers an array of fibre plans. You can choose one according to the usage requirement. You have uncapped plans starting with speed of 20Mbps to upto 1Gbps. With a 100Mbps plan you can download a movie in HD quality in a jiff. Do explore the deals offering free installation and router. The fixed line connectivity is served through fibre optic cables making it fast and reliable. The installation is managed by the infrastructure providers.
As for LTE connection, MWEB’s main infrastructure provider has been Telkom. LTE as you know is easy to install and does not require a fixed line. To connect to Internet using the mobile broadband technology, you only need a router and SIM card. Speeds depend on network conditions. MWEB says on average you can expect up to 30MBps speed. Coming to ADSL, it is one o the most widely used and works through copper cable infrastructures. A landline connection is needed for ADSL to work. Users will need an ADSL Router to get connected to the Internet.
Existing customers can sign in to their account to view and manage products. Once signed in, you can check usage, see bills and request for technical assistance. For complaints or queries on new connection, cancellation, refund, career, or others, reach the MWEB support.
I have been trying to get hold of mweb in all ways, via email, via calling and nothing seems to work! You have not delivered my router for the last two weeks since my fibre units was installed and are already billing me for a service I am not receiving!!!
I dread ever choosing mweb. Serious is absolutely shocking. You can never get hold of them and they never contact you back. I am so disgusted in this lack of communication. They can’t even link up my internet after. After saying it will take a few hours and here I am still waiting 1 week later.
Good morning
I trust you are well. Cannot understand what is happening to this account. I have upgraded my account to MTN because Telkom line was very bad. I am billed for an account that I am not using. Telkom one. This is happening from May and June. Looks like July will be the same.
What must I do to get the Telkom account cancelled. I have already payed R1300.00
Have been calling for days just to get the voucher to reload. Can’t get hold of anyone. The call centre is useless. You hold on for 30min or more!!!! The service sucks. Definately going elsewhere. Had enough!
You service is terrible….
Your management is incompetent how are they unable to return receive call or even read or respond to emails.
I have spoken with Bramwell Barnes one of your mangers he handed me over to Eugene Jones who has been having me call around and try and sort out matters with Vumatel.
Mweb says that Vumatel is holding my line hostage and gave placed an order pending that is the reason why they can’t get my installation completed.
Vumatel on the other hand are saying that Mweb is supposed to contact a services manager inorder to sort the matter.Vumatel also informed me that Mweb place an order for my installation but so cancelled it.
Why and how is it even possible that I am in the middle of a situation when I only called Mweb to provide me with a service.
Mr Jones works from home due to COVID-19 but can’t make or receive calls nor gas he or Bramwell replied to my email…
Mweb your service is terrible and your mangers are not effective they expect me to do their work…
6 weeks and numerous calls and rider still not installed even though Openserve has connected to the pole … been on hold for 40 minutes already , mweb is terrible . I’ve been a customer for 24 years , time to move
Good day it is just IMPOSSIBLE to get hold of anyone at MWEB. I stopped my debit order as i no longer use mweb for internet and i also tried to reverse the debit orders but the bank tells me there is a contract. There is no longer a contract as i dont even have the MTN sim cards any more, both has been blocked due to the fact that i dont use them and dont recharge at all. So please stop billing A FRIEND IN NEED every month, How can a person communicate with MTN if no one is reachable.
I have been trying the last weeks contacting MWEB. It has been impossible speaking to the correct person, the automated voice system does not work you hold on 45 min + every time just using your airtime. I have spent more than 120 min airtime just calling MWEB. I am frustrated I need my hosting to work. I am about to cancel everything I have with MWEB.
MWeb accessibility is impossible. Everything is automated thinking all customers is technically inclined. They expect pensioners to set up their own router.
There is no e-mail address where you can lodge a complaint. All contact numbers go through the same call centre line
I have also been trying the last weeks contacting MWEB. I am frustrated to listen to the automated voice recording system. You can try Technical Support or Billing Department, what a joke. The hours I spend to date and financial loss to me is for my own pocket. I want to close my account with TELKOM, I cannot do that, until I can provide proof I closed my account with my internet provider, MWEB. Hence, to close my account on both side they stated 30 days notice. I been with them close to 20 years, when they still been worldonline, thereafter year after year we experience less support and poor service. I will not promote nor recommend MWEB to anybody. I hope MWEB read my comment and will be in contact soon, as it seems there are no other means to get hold of them
What a disappointment, I wrote my comment with my frustrations reflecting the poor services provided by MWEB. thereafter my comment been waiting moderation and approval. It appears since MULTICHOICE sell MWEB the service and support collapsed and worsen. I wonder or this comment will also be dropped. I fully agree with all the customers comments below as I experience the same.
I fully agree with all the other complainants, The after services from mweb is insane because the automated answering system is rubbish and frustrating and when you do reach a operator they are so incompetent to do their job and just transfer you to another automated system. It is actually impossible for mweb to assits their customers.
I agree 100%. My fibre has been installed on 1 September. To date I have not received my modem. I have made several phonecalls holding on for on average 40 minutes without success and when you do get to a person, they transfer you and then you have to go through the entire automatic phone system again and your query is not resolved.
I left several messages of queries on their website and even on that I did not get a reply.
I do not understand that they are still in business if they treat their customers like they do not exist, It is a pity I signed up with them, but when the year is over, I will ensure that I cancel my service and go elsewhere where a customer gets treated like a customer.
I have even asked them to phone me back but no-one cares to phone you back or to at least answer your online query.
I applied for fiber connection on the 23rd July 2020. Its 3 weeks now no response no calls no order. Have tried to log on online no response. Automated answering service. Have left my number numerous times , no response. I am so fed up with this pathetic service.
Good day Mweb. I am attempting to cancel a fibre request for a week now. I keep calling and I am sent from pillar to post. I am not even a customer and I am dissatisfied with your lack of service. I am unable to use another ISP as mweb has yet to cancel my request. The pop up message states that there is already a request for fibre at my address so they are unable to honour my request. It’s been cancelled and I was told within 48 hours I’d receive confirmation. It’s been a week but nothing. How else do I need to explain to you that I need you to cancel the request so I can use another ISP? It’s as if this is being done on purpose so I will be forced to use mweb. Based on your current customer service, I’d say I’m making the right decision by not using mweb. Please rectify the matter ASAP.
Is this a joke??? 30 minutes waiting as number one in the queue for technical support and nobody answers. Customer service is clearly not a priority especially when the world is faced with a pandemic. Contact me MWEB so that I can cancel all services with you.
I have spent the past 3 weeks on the phone with numerous technical assistants to get some support to sort out my problem., I have had no joy. I am not receiving emails and this has impacted on my work.
I am so frustrated by the poor service of M Web. Apart from waiting in the queue for so long, today as I just get through to a person, I am cut off and have to start again. And most important, not one senior manager is available so that I can escalate my complaint directly to them. Now my call has been escalated to another technical supervisor (second time in 2 weeks) and I am not sure when to expect this call.
M Web you are a big disappointment. You should be boycotted as a service provider so that you can feel the effects of your actions (or rather inactions). Maybe this message on a public platform will have someone listening. Or maybe not.
Trying to get hold of Mweb cannot acces my account because thery send a pin to my hone to enter. My cellphone cannot receive calls or mail messages. Really getting tired of struggling to get hold of anybody. Have to agree with every comment above. Have been with mweb for many years. Looks like they are not interested in old clients just concentrating on new business. The bigger they get the more problems.
All I want is to get fibre connection. Mweb online help is unbelievably bad and unprofessional. The suggested phone numbers don’t lead to any success. I cant even find an Email Address on their website. in short: Mweb makes it almost impossible to “buy” something from them.
MWEB has upgraded my router without any assistance and has taken my money from my account. We have been down for 3 weeks have over 7 reference numbers and no body gives a SH!T. Just as pathetic as Telkom. We have now received the 2nd router and same issues. Our fibre line works just fine. No Manager has called after numerous complaints. I will be reporting you to the TCF & CC (Which your staff do not even know what this means) – No wonder we cannot get service
I have been without networks service for 2 days now in Soneike Area. Your robotics customer service is useless and a waste of time. Your customer relations department is a failure.
I have been trying to get hold of mweb in all ways, via queries (on MWEB my account queries), emails ([email protected]). It has been impossible speaking to the correct person, the automated voice system does not work optimally and you hold on for more than 40 minutes every time you make a call just using your airtime. I have spent enormous amount of airtime in the past two week just calling MWEB and this is frustrating! You have not delivered my router for the last two weeks since my fibre units was installed by Vumatel and are already billing the service I am not receiving!!!
MWEB, have been charging me for 2 AVG licenses that have been inactive for months. We having been trying to get this resolved and needless to say they kept pushing us around between their technical, sales & accounts departments. I eventually gave up and decided to cancel my agreement with them last week. I have received an email saying that I must give them a months notice. So, I need to pay them for another month for inactive AVG licenses!!
@Ettiene Cloete, since your are passionate about ensuring that your customers receive the best experience and care, can I expect to get back all my AVG license premiums that I have paid MWEB for and you have not delivered on? I also eagerly await to receive the 2 license keys for the notice period.
I applied for fibre 06.04.2021, estimated installation 12.04.2021 and today is the 14.04.2021 with nothing. I’ve contacted MWeb numerous times as well and vumatel but still no progress on installation. This is making me wonder how the quality will be once installed. Order No. X6175901
I have requested to have my fibre move – one month later, numerous phone calls and emails and I still do not have fibre. I have emailed complaints, I have lodged a complaint with Icasa and still …. no reply!
I agree totally with all the comments regarding poor service, no one ever comes back to you, one spends hours of expensive phone time waiting in telephone queues & never get any assistance. You can’t even get your web page correct, Centurian listed as 011, even when you dial the no listed with an 012, told both numbers don’t exist. Is there no where one can go for a face to face conversation in Johannesburg with hopefully someone who can help with our problem?
I have never dealt with a company that has such poor customer service. Whenever you request to speak to a Manager you cannot as the only way they can be contacted is via a message via the call centre consultants. I have been waiting 2.5 weeks only for an answer to a query regarding the non installation at my property. Mweb was supposed to be leaders in telecommunications but simple communication doesn’t exist in their organization. I emailed their complaints email address and still no personnel in management had the decency to contact me to date.
I have an existing ADSL connection. Lately the line has been dropping quite often. The message is “Connected – no internet”. Cant reach helpline. We are currently working from home and want this issue resolved.
I have received a statement but I am not even connected as I have not received my router. I will never recommend mweb to anybody. If you try to speak to any person it takes about 20 minutes to get through and sales is of no help. If I phone I am told to go to the website, why the hell do you push for me to look on the website, if I phone I want to speak to a person that can help not look at a website that is telling me that there is a problem on my account
This is the worst service ever. It’s been over a week now and my LTE router and simcard not activated yet. Consultants keep saying they have escalated the problem to Telkom or Manager or wherever but no response no activation nothing I won’t recommend anyone to mweb service this is poor poor poor.
This is a bad service provider truely no one is calling you back ,they but you on hold till you airtime runs out .To top it all of I made a payment
The worse service ever. No one answers calls. You get the prompts and that is it. Cancelled our service but money is still being deducted with us not even having any service. Incompetent is the best word for mweb.
Poor service is not the word to describe the service. Even the managers are useless. You debit my account and send a tech who doesn’t ever return. Your call centre makes promises but nothing ever happens thereafter. Weeks later and still waiting for a Manager or even a tech to start the install?
What has happened to Mweb? SERVICE IS APPALLING. – just in the last 6 months . Is it because Di Data no longer own them ? ( No-one at the company knows who owns them ) They don’t have a customer service department , don’t answer emails and one can wait 45 minutes on the phone , only to be cut off.mid-sentence.
DREAD having to contact them.
I am now been without internet for over a week, they told me they have log a request with Metro Fibre, who confirmed that they do not service the Durban North Area. You cannot speak to a manager as we as customer are not allowed to call him. He will phone you when and if he wants with a load of lies. send a letter of complaints to complaints @mweb.co.za address to the Director, and the reply that I got was it will take 24 to 48 WORKING Hours to reply. I will NEVER advise any one to get a contract with Mweb, Don’t worry the billing system is extremely great, they charge you for service not received.
I have been with MWEB for over 10 years but can not support them anymore. Shocking service and nobody seems to be able to help. Trying to cancel but this is even worse than trying to get help! I will have to go to the consumer council.
Mweb is providing poor customer service and when you want to cancel they deny receiving the cancellation request. I enquired about moving to a new premises and they informed me that they have a 2 week turnaround time which is way longer than any other SP. That prompted me to cancel on the 4th January but after verifying that I am on month to month they requested that I remain with them and they will ensure that the installer contact me the same day and even supplied a reference MWB19804792l3. Needless to say it did not happen, i the mailed a cancellation request on the 5th Jan to Support@mweb. Weeks later they phone alleging they do not know about any cancelation and asking me about installers etc. Today I get a sms saying i must pay R3k for early termination, ridiculous given they dont stick to their obligation.
Customer service is useless, have been without internet since the beginning of the year. No one gets back to you and when you eventually get hold of someone they don’t know how to help you. They take my money but they dont supply me with wifi!
I cancelled my service as the 24 month contract has expired but they still debiting my account. A bunch of useless people. Why can’t they just be more efficient and helpful and stop doing things their own way.
I am disgusted with Mweb service. We have had everything installed and now we can’t seem to find anyone to help us to get this connected properly. I won’t be paying them. If this goes to court so be it. There emails jumped back. They should be disgusted in themselves. I will be going to the highway mail.
Most Horrible experience ever dealing with MWEB. I have relocated my house and it has been 3x weeks now and i still can not work!! MWEB is costing me loads of money. Im the one that needs to phone everyday and still nothing get resolved.
I phoned MWEB again today to try and see if there is any way they can assist me with my line, its been 3x weeks and i can not work from Home. The lady who assisted me was happy to send a cancellation so that i can get another service provider. Wow that is the most shocking service I ever received in my life.
Its a wate of time to be with mweb. Everyday i must contact them to find what’s going on with my installation. Every time they give you empty promises. They dont call back, the worst mistake i did is to go with mweb.
What a useless company, and they call themselves a “service provider”. They dont know what the word service means.
I tried logging a fault, kept holding on for 20 minutes and then promptly cut off. Logged a fault on their website requesting a call back…. Nothing happened.
Disappointment at the service received. My fibre keeps on loosing signal. The first two months it worked well . It’s not reliable anymore. Paying R689 per month.
Mweb is horrible. I have had endless trouble contacting them since the day they installed the router. The staff is useless and dont work and they dont answer. I can call how ever many times and will hold for so long that the call eventually gets cut. Sometimes when they do answer the agent doesnt feel like doing their job so they act like they deaf and keep saying hello then hang up on you. I moved houses and tried to get mweb to reconnect the wifi connection but i am having endless issues because the company and staff itself is useless
Such lowsy service provider.. I asked to have my contract canceled and they suggest to give me a one month relieve not to loose me as a client. According to the technical assistant he will get back to me with an answer from his manager and he never did. I was just cut off. I phoned to asked what happened and the technical assistant said he is red faced for not coming back to me but we can make an arrangement today. He said an assistant will phone me to update my banking details. And no one contacted me. It’s Sunday 11:50. And I am cut off again!!!!!!
We have no connectivity since 2 November, we phoned technical support who asked us to fill a form for a OTP. Not sure why mweb can never ever assist telephonically yet they can debit us for services on time but when we need customer service it is non existent. Left destitute with no wifi and unable to work.
Worst ever service from mweb. I don’t even know where to begin but to say the least Ive been calling and calling for a week now and no assistance whatsoever. There’s nothing more to say but utter garbage thrown to my paying pockets from mweb and vumatel together.
I ordered the R369 fibre package. Got no call, no modem, not connected to Mweb, but received a bill telling me I am in arrears. The username and password they gave me doesn’t work so I can log a query. How can you bill me for services I have not received?
Awful after sales service, the only time you can speak to someone is if you opt for new sales. You have no choice but to chat on WhatsApp and can spend days on end repeating yourself. I tried to give a calendar’s months notice which has turned into two, thanks to WhatsApp bots not doing their job properly.
Good day, I joined Mweb in 1997, they were called netactive in those days. They used to be on the ball, now they are under the ball.
No customer services and I am being billed for Fibre for the last 2 months yet have no active fibre. Plus the amount billed is almost double the amount agreed. I am so disappointed. Have spent hours and hours holding on the phone.
Good day, I’ve been a loyal customer of MWEB a number of years, first with ADSL and then switched over to Fibre. June 2022 my line speed was upgraded by MWEB, and since then the provided line speed cannot be obtained. Been in contact with MWEB during the month of March 2023 to resolve the speed problem, but to date empty promises have been given by MWEB. Received a ticket number for the problem, and twice now I’ve been promised a technical call-back, and still waiting. I think this type of service that is given stinks and not professional by one of the supposed to be leading ISP providers.
I’m really upset with mweb. I have been trying to call them for so many days due to my payment taken money without my knowledge and when I finally got hold of them, the call got cut and they did not even phone me back.