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

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

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.