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Cancel MWEB
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Cancellation service #1 in South Africa
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I hereby notify you of my decision to terminate the contract relating to the Mweb service.
This notification constitutes a firm, clear and unequivocal intention to cancel the contract, effective at the earliest possible date or in accordance with the applicable contractual period.
Please take all necessary measures to:
– cease all billing from the effective date of cancellation;
– confirm in writing the proper processing of this request;
– and, if applicable, send me the final statement or balance confirmation.
This cancellation is addressed to you by certified e-mail. The sending, timestamping and content integrity are established, making it a probative document meeting electronic proof requirements. You therefore have all the necessary elements to proceed with regular processing of this cancellation, in accordance with applicable principles regarding written notification and contractual freedom.
In accordance with personal data protection rules, I also request:
– deletion of all my data not necessary for your legal or accounting obligations;
– closure of any associated personal account;
– and confirmation of actual data deletion according to applicable privacy rights.
I retain a complete copy of this notification as well as proof of sending.
Important warning regarding service limitations
In the interest of transparency and prevention, it is essential to recall the inherent limitations of any dematerialized sending service, even when timestamped, tracked and certified. Guarantees relate to sending and technical proof, but never to the recipient's behavior, diligence or decisions.
Please note, Postclic cannot:
- guarantee that the recipient receives, opens or becomes aware of your e-mail.
- guarantee that the recipient processes, accepts or executes your request.
- guarantee the accuracy or completeness of content written by the user.
- guarantee the validity of an incorrect or outdated address.
- prevent the recipient from contesting the legal scope of the mail.
Cancellation Mweb: Step-by-Step Guide
What is Mweb
Overview
Mweb is a South African internet service provider offering fibre, FTTH and LTE broadband for residential and business customers.
They sell subscription plans, hardware (routers and VoIP phones) and provide online account management and support via their help centre.
Services covered
Common services include uncapped fibre packages over Openserve, Vumatel and other networks, plus LTE and value-added products.
Hardware sold via the Mweb online store is covered by separate return and warranty rules.
How to cancel Mweb
Primary cancellation method
Mweb applies a calendar-month cancellation policy for Fibre and LTE services.
You must place notice one calendar month before your intended stop date via your online account.
Step-by-step cancellation steps
- Log into your Mweb online account and locate the cancellation section.
- Place a cancellation request at least one calendar month before you want the service stopped.
- If your service is suspended, settle the account within 30 days to avoid the suspension being treated as a standard termination.
- Arrange return of any free-to-use router within 20 days after service deactivation to avoid being billed.
- Keep screenshots or confirmation emails as proof of your cancellation request and date submitted.
What happens when you cancel
Service access and final billing
Your service will continue for the calendar-month notice period unless otherwise agreed with Mweb.
Final invoices may include outstanding usage, reconnection or standard termination fees where applicable.
Hardware and account status
If you accepted a free-to-use router, you must return it within 20 days of deactivation or you will be billed the router's retail value.
Missing returns convert the router to your property and will appear as a charge on the final bill.
Will I get a refund?
Refunds for hardware purchased from Mweb store
Hardware bought from Mweb's online store can be returned within 30 days unused and in original packaging for a full refund.
You must call Mweb to arrange collection; after inspection refunds are processed within up to 7 days.
Service refunds and exceptions
There is no prominent general 14-day refund policy for services stated in Mweb help pages.
Under the Consumer Protection Act there may be a statutory cooling-off right for distance sales - see the rights section below.
Mweb plans and pricing
Current monthly plans
| Plan | Price | Period | Features |
|---|---|---|---|
| Openserve 100/50Mbps Uncapped Fibre | R889.00 | Monthly | 100Mbps down / 50Mbps up, uncapped, free installation & router, no shaping or throttling |
| Openserve 200/100Mbps Uncapped Fibre | R1,049.00 | Monthly | 200Mbps down / 100Mbps up, uncapped, free installation & router, no shaping or throttling |
| Openserve 500/250Mbps Uncapped Fibre | R1,279.00 | Monthly | 500Mbps down / 250Mbps up, uncapped, free router, R1,495 installation & connection fee |
| Vumatel 50/50Mbps FTTH | R679.00 | Monthly | 50Mbps symmetrical FTTH over Vumatel network |
| Vumatel 100/100Mbps FTTH | R849.00 | Monthly | 100Mbps symmetrical FTTH over Vumatel network |
| Vumatel 200/200Mbps FTTH | R999.00 | Monthly | 200Mbps symmetrical FTTH over Vumatel network |
| Openserve 50/25Mbps FTTH | R689.00 | Monthly | 50Mbps down / 25Mbps up FTTH over Openserve network |
Pricing notes
Prices are inclusive of VAT and represent Mweb's uncapped fibre and FTTH offerings (current as of 2025).
Some plans include one-time installation or connection fees; check your chosen package details before signing up.
Your consumer rights in South Africa
Cooling-off rights for distance purchases
Under the Consumer Protection Act (CPA), goods bought via distance (online or phone) generally carry a 7-day cooling-off right.
This allows you to return unused goods for any reason and receive a refund within the statutory timeframes.
Other CPA rights and direct marketing
For direct marketing sales there is typically a five business day cooling-off right under the CPA.
Faulty or defective goods can be returned within six months for repair, replacement or refund under the CPA.
Customer experiences
Common complaints
Many customers report long hold times for phone support, with waits often exceeding an hour and occasional disconnections.
Complaints also cite difficulties with live chat, retention during cancellation attempts, billing errors and slow after-sales support.
Positive feedback
Some customers praise individual agents or quick fixes - for example, rapid reconnections handled well by specific support staff.
Overall experiences vary; preparation and persistence improve the chance of a smooth cancellation.
Documentation checklist
Before you cancel
- Account number and subscriber name as shown in your Mweb account.
- Copy or screenshot of your cancellation request and any confirmation messages.
- Proof of payment for outstanding invoices if your service was suspended.
Hardware return checklist
- Router and all cables, power adapters and original manuals/packaging.
- Customer details (name, contact number and account number) included with the return.
- Proof of return or courier receipt if you send hardware back at your cost.
Common mistakes
Missing the notice period
Not submitting cancellation via the online account at least one calendar month ahead can extend billing for another month.
Assume a calendar-month notice is required and plan the request date accordingly.
Failing to return or document hardware
Not returning the free-to-use router within 20 days leads to being billed the retail value; keep proof when you return it.
Sending incomplete returns (missing cables/manuals) can cause additional charges or delays in completing cancellation.
Comparative recap
Quick comparison of key points
| Aspect | What Mweb requires | Typical customer implication | Recommended action |
|---|---|---|---|
| Cancellation notice | One calendar month via online account | Service continues through the notice month | Submit request early and save confirmation |
| Router return window | Return within 20 days of deactivation | Failing to return = billed retail price | Return complete kit and keep courier proof |
| Fibre termination fee | Standard termination fee of R999 for Fibre | May appear on final invoice regardless of tenure | Factor fee into exit cost planning |
| Hardware returns (store) | 30-day return for unused hardware; call to arrange collection | Refund after inspection within ~7 days | Keep packaging and report defects within 7 days |
| Statutory cooling-off | CPA provides 7-day distance sale right (not always advertised) | May allow refunds for distance purchases | Assert your CPA rights and keep evidence of purchase |
After cancelling
Hardware returns and refunds
Arrange hardware returns promptly to avoid charges and follow Mweb’s documented process for returns and collections.
For online-store hardware returns and related questions, see Mweb's online store guidance.
Mweb online store: purchase & returns
Account closure and disputes
If you have billing disputes, keep all correspondence and escalate via Mweb’s help pages if needed.
For hardware return process details, use the Mweb returning hardware help article.
Mweb returning hardware process
Consumer rights reference
For an overview of cooling-off rights and distance sales under South African law, consult this guide.
South African cooling-off rules (consumer guide)
Address
Company address
MWEB (Pty) Ltd
100 Fairway Close, Parow, Cape Town, Western Cape, 7500, South Africa
Notes
Use your online account for cancellations and official Mweb help pages for current procedures and contact options.
Keep copies of all return receipts and confirmation messages until your account shows final closure and any refunds or charges are reconciled.