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Mweb
Verified Business
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Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Mweb is experiencing serious service delivery challenges across all measured themes. Customers consistently describe unreachable support channels, prolonged wait times, billing disputes, and unresolved technical faults. While occasional agents like Aqueel, Raylene, Nomzamo, Tetelo, and Lindokuhle receive praise for going above and beyond, the overwhelming sentiment reflects deep frustration with a provider that bills promptly but fails to deliver service or support consistently.
TrustIndex
3.6
Ranking
#28
in Fibre & Broadband
NPS Score
-69
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Mweb is experiencing serious service delivery challenges across all measured themes. Customers consistently describe unreachable support channels, prolonged wait times, billing disputes, and unresolved technical faults. While occasional agents like Aqueel, Raylene, Nomzamo, Tetelo, and Lindokuhle receive praise for going above and beyond, the overwhelming sentiment reflects deep frustration with a provider that bills promptly but fails to deliver service or support consistently.
The most common complaint about Mweb, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Support Quality. Customer Service & Support Quality (1.1) is the most damaging theme. Customers describe holding 1 to 3 hours, calls being dropped at position one, agents transferring between departments without resolution, live chat going unanswered, and a complete absence of accessible human support.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
Mweb customer service and order fulfillment is horrible. I ordered Wifi to be installed in my flat and it's a big headache. I had to initiate for them to come install the fibre and now I am not receiving any update on the installation of the router and activation. I've been on the web chat and WhatsApp for hours where the agent just disappears. I am a new customer but apparently my order was to move my Wifi location even though that was not what was communicated and confirmed on the call. I'm now talking to the retentions department on WhatsApp but not getting any answer. Seriously considering cancelling and getting wifi somewhere else where it can be installed quickly and I get communication
1 reviews | Active since Jan 2020
Mweb customer service and order fulfillment is horrible. I ordered Wifi to be installed in my flat and it's a big headache. I had to initiate for them to come install the fibre and now I am not receiving any update on the installation of the router and activation. I've been on the web chat and WhatsApp for hours where the agent just disappears. I am a new customer but apparently my order was to move my Wifi location even though that was not what was communicated and confirmed on the call. I'm now talking to the retentions department on WhatsApp but not getting any answer. Seriously considering cancelling and getting wifi somewhere else where it can be installed quickly and I get communication
1 reviews | Active since Jan 2020
Nirav was awesome ,spoke to me like a person should,was very knowledgeable and knows how to speak to people and actually ended up having a conversation outside of the service I was looking for and I used to be in sales and thats how you do it ,well done Nirav and mweb I'm excited to use your services
1 reviews | Active since Jan 2020
Nirav was awesome ,spoke to me like a person should,was very knowledgeable and knows how to speak to people and actually ended up having a conversation outside of the service I was looking for and I used to be in sales and thats how you do it ,well done Nirav and mweb I'm excited to use your services
Mweb scores 1.3 out of 5 on Hellopeter's AI analysis of service quality in Fibre & Broadband, compared to the Fibre & Broadband industry average of 1.9. Their strongest theme is Network Reliability (1.6); their weakest is Communication (1.1). The top AI-rated Fibre & Broadband business on Hellopeter is Atomic Access (4.9). How is the AI Score calculated? →
Mweb has a TrustIndex of 3.6 out of 10 on Hellopeter, based on 3,429 reviews in the last 12 months. Hellopeter has tracked Mweb across 15,878 total reviews. How is the TrustIndex calculated? →