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.
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?
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.
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
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.
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
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 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 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 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 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
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 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!!!
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.
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
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.
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.
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.
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.
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.
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.
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 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
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 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.
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.
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
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…
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!
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.
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!!!