SS
S S
1 reviews | Active since Jul 2025
26 Mar 2026, 14:19
CURRENTLY ON CALL NO RESPONSE AND NO FIBRE BUT WHEN WE NEED TO PAY THEY ARE FIRST IN LINE!!!!!!!
We have been with Mweb for about a year and have never had any issues. Since Saturday we have started experiencing problems with our fibre connection. Our download speed is around 110 Mbps, but our upload speed is currently 0 Mbps.
I phoned support and waited in the queue for about 30 minutes. When someone finally answered, we did multiple tests over the phone. My call has now been ongoing for 1 hour and 5 minutes (and still counting), but the agent is currently not responding to me at all.
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Replies (2)
Mweb's replyOfficial
26 Mar 2026, 14:27Good day, S Swanepoel.
Thank you for reaching out and for your continued support over the past year. We recognise how concerning it is to suddenly experience a drop in performance, especially with upload speeds at 0 Mbps, and the extended time spent trying to get assistance. Your time and connectivity experience are important.
Based on what you’ve already worked through with our support team, this type of issue is often linked to either a line profile inconsistency or upstream signal disruption. While our team continues to investigate, here are a few more advanced checks that can help stabilise or identify the cause without repeating basic steps:
- Test via a wired connection (if not already done recently)
Connect directly to the router using an Ethernet cable and run a speed test. If upload improves here but not over WiFi, it may point to wireless interference rather than the fibre line itself. - Check the router upstream status
Log in to your router interface and look for the WAN or fibre status section. If the upload or upstream shows as disconnected, fluctuating, or significantly lower than expected, this helps confirm a line or network-side issue. - Run a consistent upload test for a few minutes
Instead of a single speed test, try uploading a file to a cloud service or running multiple tests in succession. Intermittent upload drops can sometimes indicate instability rather than a full outage. - Temporarily reduce network load
If multiple devices are connected, pause any background uploads (cloud backups, updates, cameras). This helps isolate whether bandwidth contention is affecting upstream performance. - Check for packet loss on upstream traffic
If you’re comfortable, running a simple continuous ping test to a reliable server can reveal packet loss. High loss often aligns with upload issues and helps pinpoint network instability.
From what you’ve described, the line is capable of delivering the correct download speeds, so the focus is on restoring consistent upstream performance. If the issue persists after these checks, it may require escalation to the fibre network operator to assess the line quality or port configuration.
We want to ensure this is resolved fully, not just temporarily. If you’re still waiting for a response on your current call, we recommend following up so we can re-engage and move this forward without further delay.
We’re committed to getting your connection back to the seamless, reliable experience you’ve come to expect from Mweb.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Mweb's reply26 Mar 2026, 14:27
Official
Good day, S Swanepoel.
Thank you for reaching out and for your continued support over the past year. We recognise how concerning it is to suddenly experience a drop in performance, especially with upload speeds at 0 Mbps, and the extended time spent trying to get assistance. Your time and connectivity experience are important.
Based on what you’ve already worked through with our support team, this type of issue is often linked to either a line profile inconsistency or upstream signal disruption. While our team continues to investigate, here are a few more advanced checks that can help stabilise or identify the cause without repeating basic steps:
- Test via a wired connection (if not already done recently)
Connect directly to the router using an Ethernet cable and run a speed test. If upload improves here but not over WiFi, it may point to wireless interference rather than the fibre line itself. - Check the router upstream status
Log in to your router interface and look for the WAN or fibre status section. If the upload or upstream shows as disconnected, fluctuating, or significantly lower than expected, this helps confirm a line or network-side issue. - Run a consistent upload test for a few minutes
Instead of a single speed test, try uploading a file to a cloud service or running multiple tests in succession. Intermittent upload drops can sometimes indicate instability rather than a full outage. - Temporarily reduce network load
If multiple devices are connected, pause any background uploads (cloud backups, updates, cameras). This helps isolate whether bandwidth contention is affecting upstream performance. - Check for packet loss on upstream traffic
If you’re comfortable, running a simple continuous ping test to a reliable server can reveal packet loss. High loss often aligns with upload issues and helps pinpoint network instability.
From what you’ve described, the line is capable of delivering the correct download speeds, so the focus is on restoring consistent upstream performance. If the issue persists after these checks, it may require escalation to the fibre network operator to assess the line quality or port configuration.
We want to ensure this is resolved fully, not just temporarily. If you’re still waiting for a response on your current call, we recommend following up so we can re-engage and move this forward without further delay.
We’re committed to getting your connection back to the seamless, reliable experience you’ve come to expect from Mweb.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
SS
Please note that the tests have already been completed; however, our fibre line is still not functioning correctly. Unfortunately, your support team stopped responding during the call.
I am currently working from home and am unable to perform my work due to the ongoing issue and the lack of assistance from your side.
Kindly treat this matter as urgent and provide immediate assistance to resolve the problem.
S S's updateReviewer Update
26 Mar 2026, 14:41Please note that the tests have already been completed; however, our fibre line is still not functioning correctly. Unfortunately, your support team stopped responding during the call.
I am currently working from home and am unable to perform my work due to the ongoing issue and the lack of assistance from your side.
Kindly treat this matter as urgent and provide immediate assistance to resolve the problem.
SS
S S's update26 Mar 2026, 14:41
Reviewer Update
Please note that the tests have already been completed; however, our fibre line is still not functioning correctly. Unfortunately, your support team stopped responding during the call.
I am currently working from home and am unable to perform my work due to the ongoing issue and the lack of assistance from your side.
Kindly treat this matter as urgent and provide immediate assistance to resolve the problem.