SD
Stephanie D
1 reviews | Active since Mar 2026
26 Mar 2026, 10:03
15-Day Fibre Outage, Poor Support, and No Lasting Solution
My fibre service has been unavailable for the past 15 days.
I work from home full-time, and a stable internet connection is essential for me to perform my job.
Despite paying a monthly fee of R699 for fibre, I have had to incur additional costs exceeding R1,000 on mobile data just to remain operational.
Technicians have had to repair the fibre cables twice due to damage caused by rain. There appears to be no long-term solution in place to prevent recurring damage, which is unacceptable. Although the cables were repaired again yesterday, I am still without a connection.
I experienced excessive delays when contacting customer support, having been on hold for nearly two hours. This level of service is extremely disappointing.
Helpful (0)
Replies (3)0
Replies (3)
Mweb's replyOfficial
26 Mar 2026, 10:46Hi Stephanie,
Thank you for sharing your experience. We completely understand how stressful and disruptive it must be to be without a stable internet connection for 15 days, especially when working from home full-time. We recognise the added costs and frustration you’ve had to endure, as well as the delays in reaching support. Your concerns are completely valid, and we’re committed to helping get your service fully restored.
To assist you further, please send us a direct message on Hello Peter confirming the status of the lights on both your Vodacom ONT and ZTE router. Additionally, please ensure that the Ethernet cable is connected to LAN1 on the Vodacom ONT and the other end is plugged into the LAN port marked WAN on the ZTE router. This will help us verify the setup and diagnose the connection issue more efficiently.
We’ll work with you to restore the connection as quickly as possible and continue improving our service to prevent recurring disruptions in the future.
Kind regards,
Mweb Team
Thank you for sharing your experience. We completely understand how stressful and disruptive it must be to be without a stable internet connection for 15 days, especially when working from home full-time. We recognise the added costs and frustration you’ve had to endure, as well as the delays in reaching support. Your concerns are completely valid, and we’re committed to helping get your service fully restored.
To assist you further, please send us a direct message on Hello Peter confirming the status of the lights on both your Vodacom ONT and ZTE router. Additionally, please ensure that the Ethernet cable is connected to LAN1 on the Vodacom ONT and the other end is plugged into the LAN port marked WAN on the ZTE router. This will help us verify the setup and diagnose the connection issue more efficiently.
We’ll work with you to restore the connection as quickly as possible and continue improving our service to prevent recurring disruptions in the future.
Kind regards,
Mweb Team
Mweb's reply26 Mar 2026, 10:46
Official
Hi Stephanie,
Thank you for sharing your experience. We completely understand how stressful and disruptive it must be to be without a stable internet connection for 15 days, especially when working from home full-time. We recognise the added costs and frustration you’ve had to endure, as well as the delays in reaching support. Your concerns are completely valid, and we’re committed to helping get your service fully restored.
To assist you further, please send us a direct message on Hello Peter confirming the status of the lights on both your Vodacom ONT and ZTE router. Additionally, please ensure that the Ethernet cable is connected to LAN1 on the Vodacom ONT and the other end is plugged into the LAN port marked WAN on the ZTE router. This will help us verify the setup and diagnose the connection issue more efficiently.
We’ll work with you to restore the connection as quickly as possible and continue improving our service to prevent recurring disruptions in the future.
Kind regards,
Mweb Team
Thank you for sharing your experience. We completely understand how stressful and disruptive it must be to be without a stable internet connection for 15 days, especially when working from home full-time. We recognise the added costs and frustration you’ve had to endure, as well as the delays in reaching support. Your concerns are completely valid, and we’re committed to helping get your service fully restored.
To assist you further, please send us a direct message on Hello Peter confirming the status of the lights on both your Vodacom ONT and ZTE router. Additionally, please ensure that the Ethernet cable is connected to LAN1 on the Vodacom ONT and the other end is plugged into the LAN port marked WAN on the ZTE router. This will help us verify the setup and diagnose the connection issue more efficiently.
We’ll work with you to restore the connection as quickly as possible and continue improving our service to prevent recurring disruptions in the future.
Kind regards,
Mweb Team
Mweb's replyOfficial
30 Mar 2026, 09:35Hello Stephanie.
We have logged an urgent follow-up with our Vumatel faults team. They will investigate the matter and update you directly via fault SMS ASAP.
Kind regards,
The Mweb Team
We have logged an urgent follow-up with our Vumatel faults team. They will investigate the matter and update you directly via fault SMS ASAP.
Kind regards,
The Mweb Team
Mweb's reply30 Mar 2026, 09:35
Official
Hello Stephanie.
We have logged an urgent follow-up with our Vumatel faults team. They will investigate the matter and update you directly via fault SMS ASAP.
Kind regards,
The Mweb Team
We have logged an urgent follow-up with our Vumatel faults team. They will investigate the matter and update you directly via fault SMS ASAP.
Kind regards,
The Mweb Team
Mweb's replyOfficial
31 Mar 2026, 13:15Hi Stephanie, we understand you’re trying to get your connection fully restored after the ONT was reactivated, and need assistance reconfiguring the ZTE router to get everything working again. Please be assured that we have escalated this to our Technical team to assist with the router configuration. They will review your setup and guide the necessary steps to get your connection up and running. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply31 Mar 2026, 13:15
Official
Hi Stephanie, we understand you’re trying to get your connection fully restored after the ONT was reactivated, and need assistance reconfiguring the ZTE router to get everything working again. Please be assured that we have escalated this to our Technical team to assist with the router configuration. They will review your setup and guide the necessary steps to get your connection up and running. Kind regards,
The Mweb Team
The Mweb Team