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Tyler C

1 reviews | Active since Mar 2026

24 Mar 2026, 19:37

Bad first impression

I’m extremely disappointed with the service from MWEB. I signed up last month and paid the required upfront fee on 6 March. It is now 24 March, and I have had no meaningful communication or progress on my installation.

The only update I’ve received is that my order was handed over to Link Layer, who are supposed to handle the installation. Since then, I’ve heard absolutely nothing unless I personally follow up.

There has been a complete lack of proactive communication, no updates, and no clear timelines provided. As a new customer, this experience has been frustrating and unprofessional.

I expected a much smoother onboarding process. At this point, I would strongly urge improvement in communication and customer service, as this is not a great first impression.

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Replies (5)
Mweb
Mweb's reply25 Mar 2026, 08:23
Official
Hello  Tyler. Thank you for taking the time to share this with us. We understand how disappointing this experience has been, especially as a new customer, and the lack of communication and progress is not the standard we aim to deliver. We’ve reached out to the team that manages all Link Layer order activations to prioritise your installation. They will follow up directly with the Link Layer installers and provide you with an email update, including confirmation of the next steps, as soon as possible. We recognise the importance of clear, proactive communication during the onboarding process, and your feedback has been noted and shared with the relevant teams to improve the experience. We appreciate your patience as we work to move this forward urgently. If there’s anything further you’d like us to check in the meantime, we’re here to assist. 
Kind regards,
The Mweb Team 
TC
Tyler C's update26 Mar 2026, 19:55
Reviewer Update
I need assistance that is more helpful this is now the "communication" they promised - "Mweb: Your Fibre order is on hold due to a pending issue. We have escalated the issue with your Fibre Network Operator. No action is required from your side. We will continue to keep you updated on the status of your order."
Mweb
Mweb's reply27 Mar 2026, 09:05
Official
Hi Tyler, we completely understand how frustrating this must be,  receiving generic updates like that when you’re expecting clear guidance and actionable support is not helpful, especially when you just want your fibre order to progress. Your order is still open with our Order Fulfilment team, and they are actively following up with your Fibre Network Operator to resolve the pending issue. While no immediate action is required from your side, we are monitoring the situation closely and will share meaningful updates with you as soon as progress is made. We appreciate your patience, and we’re making sure your case stays on our radar until your fibre connection is fully active. 
Kind Regards 
The Mweb team
TC
Tyler C's update02 Apr 2026, 08:31
Reviewer Update
It has now been 4 days however still no update on anything besides generic responses, better yet I have charged a second order processing fee however still gave not been connected. You are an embarrassment of an internet provide
Mweb
Mweb's reply02 Apr 2026, 09:02
Official
Hi Tyler, we completely understand how frustrating this experience has been, especially given the delay and the repeated generic responses you’ve received. We recognise that being charged a second order processing fee without receiving service adds to the frustration. Please be assured that our Order Fulfilment team has submitted an escalation to Link Layer to ensure your connection is prioritised. We are actively monitoring this escalation and will provide you with a meaningful update as soon as progress is made. Kind regards,
The Mweb Team