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Host Africa, Rain and Xneelo all have customer service ratings above 4.5. Interestingly, there’s some new entrants rated way ahead of the pack. I guess that’s why your industry has become notorious for bad service. In fact, most major ISP’s seem to be loathed by their customers. When I did get around to reading reviews, I noticed that MWEB is not the only big player with poor ratings. It also bodes badly for your future prospects. It’s this attitude that explains your appalling customer service ratings. As a result, you were unwilling to make any real effort to fix it. You clearly didn’t care about my situation. In all our dealings, I felt an overwhelming lack of empathy.

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My experience with MWEB is a textbook example of how to lose customers. So while my frustration with MWEB at least partly motivated this letter, there’s more to it. We help companies improve customer relations, teaching them how to better understand and then satisfy their customers’ needs. The business I founded, nlighten, is a Customer Experience firm. Nor have your any of your staff ever apologised for supplying a product incapable of providing the service I’d paid for. What progress I have made was no thanks to MWEB. Fortunately, it’s solved the problem, although the signal still doesn’t carry throughout the house. Openserve’s technician recommended a different model of router which I have since purchased at my own expense. I’d need an extender for that, apparently, something MWEB failed to mention. It was similarly incapable of producing the signal required for a house this size. It seems you had supplied a device that didn’t have the capacity to deliver the speeds we’d been promised. After finding the cable was fine, he was kind enough to look into what the actual problem was. It took close to 20 calls and a ridiculous 8 hours on the phone, before one of your staff arranged for Openserve – the telco that installed the cable - to send a technician. That classic way of telling a customer ‘we don’t care what you’re going through, and we’re not willing to help.’įortunately, I persisted. When I made the obvious suggestion that you send a technician, something I was willing to pay for, I was told “that’s not our policy”. After these went nowhere, repeated attempts to have you do something to fix the issue proved fruitless. I contacted your call centre and was taken through a few trouble shooting fixes. Now I was home 24/7, steering my business through a crisis while homeschooling my son. Like many families, school, work and whatever else means we’re rarely home. Not only was it slow, the signal was poor, with much of the house having no connectivity.Īs terrible as it was, I hadn’t got around to calling MWEB when Covid-19 hit. Instead, we’d go online only to experience that acute frustration of waiting for websites that normally load instantly to gradually take shape. Or so we thought.įrom the start, speeds were nowhere near what we’d been promised.

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A few days later, a technician arrived to install your router and we were away. As for my experience, I chose your fibre package after being told it was your fastest and most reliable. It’s strong language, but having personally endured your service, I do feel their pain. “Disgusting” seems to be the common theme. “Since their move to Telkom, Mweb service has been DISGUSTING.” Your levels of company service are DISGUSTING! “Mweb, you do not deserve to be in business. The first couple of comments I came across are typical: You should hear what people are saying about you on peer review sites (I strongly suspect you don’t read reviews).

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Even on Instagram – where no doubt you’d hoped for some free marketing, a silly idea as it turns out – your gallery has become a platform for irate customers to berate you. Most tellingly, from 3,949 customer ratings, MWEB averages a horrible 1.53 out of 5 for customer service. When I finally got around to checking out what people say about you, by then curious whether other customers had suffered similar experiences to mine, I discovered that I was far from unique. There’s a lesson people – do your homework! Last December, I signed up for your premium fibre package. I’m switching to an ISP that can offer a quality product and just as importantly, good customer service. When my current contract period is up, you’ll definitely lose me as a client