Mweb
1.4|15,878 reviews
SJvR
Stefan Jansen van Rensburg
1 reviews | Active since Member
28 May 2026, 12:49
Bad customer support and order fulfillment
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
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Replies (1)Mweb's replyOfficial
28 May 2026, 13:00Hello Stefan We appreciate you taking the time to share this; it's clear why this experience has been frustrating, especially as a new client expecting a smooth and well-coordinated installation. From our side, we have already engaged the team that manages all Metrofibre activations. An urgent activation request was logged earlier today, and we have now added a priority follow-up to accelerate the process. As soon as the service is activated, you will receive immediate email confirmation so you are not left guessing about the progress. The confusion around the order being captured as a relocation instead of a new installation is not the experience we aim to deliver. We are actively ensuring that this is corrected and aligned with what was originally confirmed with you, so there are no further delays or miscommunication. In terms of the delays on chat and WhatsApp, your time is valuable, and consistent engagement matters. We are monitoring this closely to ensure you receive responsive, continuous support without having to restart conversations or chase updates. Your installation is being treated with urgency and care, and we are committed to getting you connected as quickly and seamlessly as possible. If there is anything further you would like us to prioritise or clarify while this is in progress, we are right here with you.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,
Mweb's reply28 May 2026, 13:00
Official
Hello Stefan We appreciate you taking the time to share this; it's clear why this experience has been frustrating, especially as a new client expecting a smooth and well-coordinated installation. From our side, we have already engaged the team that manages all Metrofibre activations. An urgent activation request was logged earlier today, and we have now added a priority follow-up to accelerate the process. As soon as the service is activated, you will receive immediate email confirmation so you are not left guessing about the progress. The confusion around the order being captured as a relocation instead of a new installation is not the experience we aim to deliver. We are actively ensuring that this is corrected and aligned with what was originally confirmed with you, so there are no further delays or miscommunication. In terms of the delays on chat and WhatsApp, your time is valuable, and consistent engagement matters. We are monitoring this closely to ensure you receive responsive, continuous support without having to restart conversations or chase updates. Your installation is being treated with urgency and care, and we are committed to getting you connected as quickly and seamlessly as possible. If there is anything further you would like us to prioritise or clarify while this is in progress, we are right here with you.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,