Mweb
Verified Business
Mweb
Verified Business
2,353 Reviews (last 12 months)
Responds in 5 hours 45 min
AI Review Summary
Based on recent customer reviews, Mweb delivers a consistently poor customer experience across every service dimension. Customers overwhelmingly describe an unreachable call centre, unresolved billing disputes, failed installations, and unreliable network performance. The recurring pattern is of a company that efficiently collects payments but fails to deliver service, support, or accountability when problems arise.
Top Strengths:
- ā¢Network Reliability & Connection Quality: A small number of long-term customers acknowledge that when the fibre line is working, speeds can be acceptable. However, this is heavily outweighed by widespread reports of outages, throttling, and speeds far below advertised rates.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
1.5Trustindex Rating
#30Ranked In Fibre & Broadband
5 hours 45 minutesAverage Time To Reply
-94 NPSRecommended: Unlikely
Replied to 11% of negative reviews
Typically takes less than 6 hours 4 min to reply
TrustIndex
1.5
Score
Ranking
#30
in Fibre & Broadband
Avg Reply
5 hours 45 minutes
NPS Score
-94
Recommended: Unlikely
Replied to 11% of negative reviews
Typically takes less than 6 hours 4 min to reply
Review Distribution
1.1|2,353 Reviews
May '25 - Apr '26
5(1.6%)
4(0.7%)
3(0.7%)
2(2.6%)
1(94.4%)
5(1.6%)
4(0.7%)
3(0.7%)
2(2.6%)
1(94.4%)
Recent reviews (2,353)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
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Philiswa P
1 reviews | Active since Jan 2020
19 Mar 2026, 09:17
Frustrating and Very Deterrent Experience
I cannot believe we're back here again but wow what a horrible horrible experience. When I thought we were finally getting somewhere and my router was delivered only to find that Mweb didn't update my order details to include my ZSAN number. A technician from the fibre provider had to call me and ask me for the ZSAN number because it was not attached to my order. The technician then tells me that the line is still linked to the former tenant of my unit so now I'm sitting with the router but no internet still because activation failed and was not attempted again yet I received an email that my activation case has been closed. Nobody has bothered to communicate anything further to me regarding activation. If you're looking for an effective ISP that will communicate duly throughout the process and ensure that your request is attended to with the promptness they expect payment with; it's not MWEB. Considering how long I've been waiting you'd think the activation would be prioritised but i guess not.
Helpful (0)
|Replies (0)PP
Philiswa P
1 reviews | Active since Jan 2020
19 Mar 2026, 09:17
Frustrating and Very Deterrent Experience
I cannot believe we're back here again but wow what a horrible horrible experience. When I thought we were finally getting somewhere and my router was delivered only to find that Mweb didn't update my order details to include my ZSAN number. A technician from the fibre provider had to call me and ask me for the ZSAN number because it was not attached to my order. The technician then tells me that the line is still linked to the former tenant of my unit so now I'm sitting with the router but no internet still because activation failed and was not attempted again yet I received an email that my activation case has been closed. Nobody has bothered to communicate anything further to me regarding activation. If you're looking for an effective ISP that will communicate duly throughout the process and ensure that your request is attended to with the promptness they expect payment with; it's not MWEB. Considering how long I've been waiting you'd think the activation would be prioritised but i guess not.
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Replies (0)MH
Martyn H
1 reviews | Active since Jan 2020
19 Mar 2026, 07:09
MWeb ā Paying for Fibre, Getting Silence (No Service, No Communication, Extra Costs)
Complaint: I am extremely frustrated with the complete lack of service and communication from MWeb. My fibre connection went down on Thursday 12th March, and since then I have spent over 2 hours and 30 minutes on hold across multiple calls just trying to get basic information. Each time, I was told there is an outage ā with no proper explanation, no proactive communication, and no follow-through. I was contacted on Monday and promised daily updates. Today is Thursday (a week later since), and I have received nothing further. In the meantime, I have been forced to spend my own money to stay operational: Ā±22GB of mobile data used and counting Ā±300 minutes of airtime used And continuing to spend more just to keep working This is not optional ā I rely on connectivity to earn a living. What makes this worse is that other providers in my area (including Vumatel customers, Cell C, Web Africa, Vox, etc.) are all up and running. It appears to be an MWeb-specific issue, yet there is no transparency around this. Support channels are also failing: Calls take excessively long to be answered Live chat does not respond WhatsApp support does not respond Emails are ignored (only automated replies received ā Ref: MWB34049030) At this point, I am effectively paying double ā once for MWeb, and again for mobile data just to function. My expectations are simple: Full refund for the month of March Reimbur*****t or credit for the additional data and airtime costs incurred Clear communication and accountability from MWeb I have been a long-standing customer, and this level of service is unacceptable. The issue itself is one thing ā but the complete lack of communication and accountability is what makes this situation so poor. MWeb needs to step up, communicate properly, and take responsibility.
Helpful (0)
|Replies (0)MH
Martyn H
1 reviews | Active since Jan 2020
19 Mar 2026, 07:09
MWeb ā Paying for Fibre, Getting Silence (No Service, No Communication, Extra Costs)
Complaint: I am extremely frustrated with the complete lack of service and communication from MWeb. My fibre connection went down on Thursday 12th March, and since then I have spent over 2 hours and 30 minutes on hold across multiple calls just trying to get basic information. Each time, I was told there is an outage ā with no proper explanation, no proactive communication, and no follow-through. I was contacted on Monday and promised daily updates. Today is Thursday (a week later since), and I have received nothing further. In the meantime, I have been forced to spend my own money to stay operational: Ā±22GB of mobile data used and counting Ā±300 minutes of airtime used And continuing to spend more just to keep working This is not optional ā I rely on connectivity to earn a living. What makes this worse is that other providers in my area (including Vumatel customers, Cell C, Web Africa, Vox, etc.) are all up and running. It appears to be an MWeb-specific issue, yet there is no transparency around this. Support channels are also failing: Calls take excessively long to be answered Live chat does not respond WhatsApp support does not respond Emails are ignored (only automated replies received ā Ref: MWB34049030) At this point, I am effectively paying double ā once for MWeb, and again for mobile data just to function. My expectations are simple: Full refund for the month of March Reimbur*****t or credit for the additional data and airtime costs incurred Clear communication and accountability from MWeb I have been a long-standing customer, and this level of service is unacceptable. The issue itself is one thing ā but the complete lack of communication and accountability is what makes this situation so poor. MWeb needs to step up, communicate properly, and take responsibility.
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Replies (0)JJvV
JP Janse van Vuuren
1 reviews | Active since Jan 2020
19 Mar 2026, 06:19
Ongoing poor fibre performance
So I noticed the last few months that for a 100/100mbps fibre line my network is really slow for that speed fibre line, I never complained even though being told by numerous people that the service is horrible and should join another network provider. Yesterday I ran a speed test and saw that my speed is only 24mbps on only 1 device which is bull**** for the amount I'm paying every month and best of all is they want to increase the price with R50 from 1 April onwards. I downloaded the Mweb app yesterday and ran a speed test on it which also detected my network is poor, it gave me tips to resolve the issue but after I did all the steps the network kicked me out and since yesterday I couldn't connect as it keeps telling me to sign into the network. I tried doing a live chat which shower me there are a few agents online which I feel is a *** story as I never got a reply back but the messages showed as read. I had work that needed to be done yesterday and now I have to sit with this *** service. Rather join other service providers people, you will try to phone and waste your airtime as you will call early in the morning and still be number 20 in the queue. How many elderly people does not pick up on this issue and they pay big amounts for a speed that does not live up to what they pay for.
Helpful (0)
|Replies (0)JJvV
JP Janse van Vuuren
1 reviews | Active since Jan 2020
19 Mar 2026, 06:19
Ongoing poor fibre performance
So I noticed the last few months that for a 100/100mbps fibre line my network is really slow for that speed fibre line, I never complained even though being told by numerous people that the service is horrible and should join another network provider. Yesterday I ran a speed test and saw that my speed is only 24mbps on only 1 device which is bull**** for the amount I'm paying every month and best of all is they want to increase the price with R50 from 1 April onwards. I downloaded the Mweb app yesterday and ran a speed test on it which also detected my network is poor, it gave me tips to resolve the issue but after I did all the steps the network kicked me out and since yesterday I couldn't connect as it keeps telling me to sign into the network. I tried doing a live chat which shower me there are a few agents online which I feel is a *** story as I never got a reply back but the messages showed as read. I had work that needed to be done yesterday and now I have to sit with this *** service. Rather join other service providers people, you will try to phone and waste your airtime as you will call early in the morning and still be number 20 in the queue. How many elderly people does not pick up on this issue and they pay big amounts for a speed that does not live up to what they pay for.
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