MM
Mokgadi M
1 reviews | Active since Mar 2016
29 Apr 2026, 20:20
Bad service ever experienced
Dear Mweb Support Team,
I am writing to formally lodge a complaint regarding my fibre internet service, which has been down since last night.
I rely on this connection for my full-time work-from-home responsibilities, and the prolonged outage has already caused significant disruption. What is even more frustrating is the lack of effective support. I have been trying to reach your customer service line since 19:00 this evening, and although I occasionally get through, my calls are repeatedly disconnected before I can receive any meaningful assistance.
This experience has been extremely disappointing. As a paying customer who depends on stable internet for my livelihood, I expect reliable service and accessible support, especially during outages.
I request the following as a matter of urgency:
- Immediate investigation and resolution of the fibre outage - Clear communication on the cause of the issue and estimated time to restore service - Assurance that your customer support lines will be stabilized to handle queries without disconnecting calls
If this issue is not resolved promptly, I will have no choice but to consider alternative service providers who can meet my needs more reliably.
I look forward to your urgent response.
Kind regards, Mokgadi Mogale *** Acc no:***7
Helpful (0)
Replies (5)0
Replies (5)
Mweb's replyOfficial
30 Apr 2026, 08:38Hi Mokgadi,
We fully understand how disruptive a fibre outage can be, especially when you rely on your connection for full-time work-from-home, and we acknowledge how frustrating it is to also experience difficulties reaching support.
After reviewing your account, we are currently not seeing any outages reported for your location. As an immediate step, we kindly ask that you restart both your router and the Metrofibre ONT to see if this restores the connection. Should the service remain down after this, please send us a direct message on Hello Peter advising what the Metrofibre ONT lights are doing, so we can determine the most appropriate way forward and assist further.
Regarding the call disconnections you experienced, this is certainly not the level of support we aim to provide. We have escalated this internally to ensure there are no issues affecting our customer service lines and to prevent this from happening again.
Your feedback will also be shared with our Service Quality Team for review and improvement, as we take concerns like these seriously and use them to strengthen our service delivery.
Kind regards,
Mweb Team
We fully understand how disruptive a fibre outage can be, especially when you rely on your connection for full-time work-from-home, and we acknowledge how frustrating it is to also experience difficulties reaching support.
After reviewing your account, we are currently not seeing any outages reported for your location. As an immediate step, we kindly ask that you restart both your router and the Metrofibre ONT to see if this restores the connection. Should the service remain down after this, please send us a direct message on Hello Peter advising what the Metrofibre ONT lights are doing, so we can determine the most appropriate way forward and assist further.
Regarding the call disconnections you experienced, this is certainly not the level of support we aim to provide. We have escalated this internally to ensure there are no issues affecting our customer service lines and to prevent this from happening again.
Your feedback will also be shared with our Service Quality Team for review and improvement, as we take concerns like these seriously and use them to strengthen our service delivery.
Kind regards,
Mweb Team
Mweb's reply30 Apr 2026, 08:38
Official
Hi Mokgadi,
We fully understand how disruptive a fibre outage can be, especially when you rely on your connection for full-time work-from-home, and we acknowledge how frustrating it is to also experience difficulties reaching support.
After reviewing your account, we are currently not seeing any outages reported for your location. As an immediate step, we kindly ask that you restart both your router and the Metrofibre ONT to see if this restores the connection. Should the service remain down after this, please send us a direct message on Hello Peter advising what the Metrofibre ONT lights are doing, so we can determine the most appropriate way forward and assist further.
Regarding the call disconnections you experienced, this is certainly not the level of support we aim to provide. We have escalated this internally to ensure there are no issues affecting our customer service lines and to prevent this from happening again.
Your feedback will also be shared with our Service Quality Team for review and improvement, as we take concerns like these seriously and use them to strengthen our service delivery.
Kind regards,
Mweb Team
We fully understand how disruptive a fibre outage can be, especially when you rely on your connection for full-time work-from-home, and we acknowledge how frustrating it is to also experience difficulties reaching support.
After reviewing your account, we are currently not seeing any outages reported for your location. As an immediate step, we kindly ask that you restart both your router and the Metrofibre ONT to see if this restores the connection. Should the service remain down after this, please send us a direct message on Hello Peter advising what the Metrofibre ONT lights are doing, so we can determine the most appropriate way forward and assist further.
Regarding the call disconnections you experienced, this is certainly not the level of support we aim to provide. We have escalated this internally to ensure there are no issues affecting our customer service lines and to prevent this from happening again.
Your feedback will also be shared with our Service Quality Team for review and improvement, as we take concerns like these seriously and use them to strengthen our service delivery.
Kind regards,
Mweb Team
MM
Mokgadi M's updateReviewer Update
30 Apr 2026, 09:20Good morning
The router and the metrofiber ONT have been restarted many times, on the ONT the LOS light is flashing red the whole time.
Kind Regards
Mokgadi Mogale
***
The router and the metrofiber ONT have been restarted many times, on the ONT the LOS light is flashing red the whole time.
Kind Regards
Mokgadi Mogale
***
MM
Mokgadi M's update30 Apr 2026, 09:20
Reviewer Update
Good morning
The router and the metrofiber ONT have been restarted many times, on the ONT the LOS light is flashing red the whole time.
Kind Regards
Mokgadi Mogale
***
The router and the metrofiber ONT have been restarted many times, on the ONT the LOS light is flashing red the whole time.
Kind Regards
Mokgadi Mogale
***
Mweb's replyOfficial
30 Apr 2026, 10:27Hi Mokgadi,
Thank you for the update. A red LOS light indicates a fault on the fibre line, which explains the loss of connectivity you’re experiencing.
Before we proceed with logging a fault, we recommend checking that there is no visible cable damage and that the fibre cable is securely seated in the Metrofibre ONT. This is important as Metrofibre applies an unnecessary call-out charge (UCOC) if a technician visit confirms the issue is caused by customer-side equipment, for example a loose or unplugged cable, powered-off router, or damaged cabling.
Once you’ve checked the above, please confirm whether we may proceed with logging the fault on your behalf so we can take this forward.
Kind regards,
Mweb Team
Thank you for the update. A red LOS light indicates a fault on the fibre line, which explains the loss of connectivity you’re experiencing.
Before we proceed with logging a fault, we recommend checking that there is no visible cable damage and that the fibre cable is securely seated in the Metrofibre ONT. This is important as Metrofibre applies an unnecessary call-out charge (UCOC) if a technician visit confirms the issue is caused by customer-side equipment, for example a loose or unplugged cable, powered-off router, or damaged cabling.
Once you’ve checked the above, please confirm whether we may proceed with logging the fault on your behalf so we can take this forward.
Kind regards,
Mweb Team
Mweb's reply30 Apr 2026, 10:27
Official
Hi Mokgadi,
Thank you for the update. A red LOS light indicates a fault on the fibre line, which explains the loss of connectivity you’re experiencing.
Before we proceed with logging a fault, we recommend checking that there is no visible cable damage and that the fibre cable is securely seated in the Metrofibre ONT. This is important as Metrofibre applies an unnecessary call-out charge (UCOC) if a technician visit confirms the issue is caused by customer-side equipment, for example a loose or unplugged cable, powered-off router, or damaged cabling.
Once you’ve checked the above, please confirm whether we may proceed with logging the fault on your behalf so we can take this forward.
Kind regards,
Mweb Team
Thank you for the update. A red LOS light indicates a fault on the fibre line, which explains the loss of connectivity you’re experiencing.
Before we proceed with logging a fault, we recommend checking that there is no visible cable damage and that the fibre cable is securely seated in the Metrofibre ONT. This is important as Metrofibre applies an unnecessary call-out charge (UCOC) if a technician visit confirms the issue is caused by customer-side equipment, for example a loose or unplugged cable, powered-off router, or damaged cabling.
Once you’ve checked the above, please confirm whether we may proceed with logging the fault on your behalf so we can take this forward.
Kind regards,
Mweb Team
MM
Mokgadi M's updateReviewer Update
30 Apr 2026, 15:06Good
Everything has been checked, proceed with fault logging.
Kind Regards
Mokgadi Mogale
***
Everything has been checked, proceed with fault logging.
Kind Regards
Mokgadi Mogale
***
MM
Mokgadi M's update30 Apr 2026, 15:06
Reviewer Update
Good
Everything has been checked, proceed with fault logging.
Kind Regards
Mokgadi Mogale
***
Everything has been checked, proceed with fault logging.
Kind Regards
Mokgadi Mogale
***
Mweb's replyOfficial
30 Apr 2026, 15:24 Hi Mokgadi,
Thank you for giving us the go-ahead to proceed, we really appreciate your cooperation while this is being addressed.
The fault has now been successfully logged under ticket reference MWB***7. Please note that all fibre faults carry a standard turnaround time of 3 to 6 working days. That said, Metrofibre is usually quick to assist, and progress is often made sooner where possible. Our Faults Monitoring Team will actively keep an eye on the fault and you’ll receive SMS updates as it progresses.
Your patience and understanding while the teams work towards restoring your service are greatly appreciated.
Kind regards,
Mweb Team
Thank you for giving us the go-ahead to proceed, we really appreciate your cooperation while this is being addressed.
The fault has now been successfully logged under ticket reference MWB***7. Please note that all fibre faults carry a standard turnaround time of 3 to 6 working days. That said, Metrofibre is usually quick to assist, and progress is often made sooner where possible. Our Faults Monitoring Team will actively keep an eye on the fault and you’ll receive SMS updates as it progresses.
Your patience and understanding while the teams work towards restoring your service are greatly appreciated.
Kind regards,
Mweb Team
Mweb's reply30 Apr 2026, 15:24
Official
Hi Mokgadi,
Thank you for giving us the go-ahead to proceed, we really appreciate your cooperation while this is being addressed.
The fault has now been successfully logged under ticket reference MWB***7. Please note that all fibre faults carry a standard turnaround time of 3 to 6 working days. That said, Metrofibre is usually quick to assist, and progress is often made sooner where possible. Our Faults Monitoring Team will actively keep an eye on the fault and you’ll receive SMS updates as it progresses.
Your patience and understanding while the teams work towards restoring your service are greatly appreciated.
Kind regards,
Mweb Team
Thank you for giving us the go-ahead to proceed, we really appreciate your cooperation while this is being addressed.
The fault has now been successfully logged under ticket reference MWB***7. Please note that all fibre faults carry a standard turnaround time of 3 to 6 working days. That said, Metrofibre is usually quick to assist, and progress is often made sooner where possible. Our Faults Monitoring Team will actively keep an eye on the fault and you’ll receive SMS updates as it progresses.
Your patience and understanding while the teams work towards restoring your service are greatly appreciated.
Kind regards,
Mweb Team