DC
David C
1 reviews | Active since Oct 2011
05 Jun 2026, 15:33
Disgruntled Customer
I have been trying to get hold of Mweb for assistance over the last few days since my internet connection went down.
I have phoned and tried the live chat both without success.
Helpful (0)
Replies (5)0
Replies (5)
Mweb's replyOfficial
05 Jun 2026, 16:01Hi David,
We understand how frustrating it must be to be unable to get through for assistance while your connection is down, especially when you rely on your service daily. When support is difficult to access in moments like this, it can feel very overwhelming. This situation has clearly fallen short of the level of accessibility and responsiveness you should expect when reaching out for help.
We’ve reviewed your account and can see a down status on your line, although there are no major outages detected in your area. To help restore your connection, please try the following:
Restart both your router and the Octotel ONT
Allow a few minutes for both devices to fully power up and reconnect
If the connection remains down, please confirm what each of the lights on your Octotel ONT is doing (steady, flashing, or off). This will help us determine the next steps more accurately.
We’ll continue supporting you to get your connection restored and stable so you can get back online without further interruptions.
Kind regards,
Mweb Team
We understand how frustrating it must be to be unable to get through for assistance while your connection is down, especially when you rely on your service daily. When support is difficult to access in moments like this, it can feel very overwhelming. This situation has clearly fallen short of the level of accessibility and responsiveness you should expect when reaching out for help.
We’ve reviewed your account and can see a down status on your line, although there are no major outages detected in your area. To help restore your connection, please try the following:
Restart both your router and the Octotel ONT
Allow a few minutes for both devices to fully power up and reconnect
If the connection remains down, please confirm what each of the lights on your Octotel ONT is doing (steady, flashing, or off). This will help us determine the next steps more accurately.
We’ll continue supporting you to get your connection restored and stable so you can get back online without further interruptions.
Kind regards,
Mweb Team
Mweb's reply05 Jun 2026, 16:01
Official
Hi David,
We understand how frustrating it must be to be unable to get through for assistance while your connection is down, especially when you rely on your service daily. When support is difficult to access in moments like this, it can feel very overwhelming. This situation has clearly fallen short of the level of accessibility and responsiveness you should expect when reaching out for help.
We’ve reviewed your account and can see a down status on your line, although there are no major outages detected in your area. To help restore your connection, please try the following:
Restart both your router and the Octotel ONT
Allow a few minutes for both devices to fully power up and reconnect
If the connection remains down, please confirm what each of the lights on your Octotel ONT is doing (steady, flashing, or off). This will help us determine the next steps more accurately.
We’ll continue supporting you to get your connection restored and stable so you can get back online without further interruptions.
Kind regards,
Mweb Team
We understand how frustrating it must be to be unable to get through for assistance while your connection is down, especially when you rely on your service daily. When support is difficult to access in moments like this, it can feel very overwhelming. This situation has clearly fallen short of the level of accessibility and responsiveness you should expect when reaching out for help.
We’ve reviewed your account and can see a down status on your line, although there are no major outages detected in your area. To help restore your connection, please try the following:
Restart both your router and the Octotel ONT
Allow a few minutes for both devices to fully power up and reconnect
If the connection remains down, please confirm what each of the lights on your Octotel ONT is doing (steady, flashing, or off). This will help us determine the next steps more accurately.
We’ll continue supporting you to get your connection restored and stable so you can get back online without further interruptions.
Kind regards,
Mweb Team
DC
David C's updateReviewer Update
05 Jun 2026, 16:51Dear Mweb Team,
I have disconnected and reconnected the wires and turned the router on/off multiple times.
The glove / world light is not lighting up.
I have disconnected and reconnected the wires and turned the router on/off multiple times.
The glove / world light is not lighting up.
DC
David C's update05 Jun 2026, 16:51
Reviewer Update
Dear Mweb Team,
I have disconnected and reconnected the wires and turned the router on/off multiple times.
The glove / world light is not lighting up.
I have disconnected and reconnected the wires and turned the router on/off multiple times.
The glove / world light is not lighting up.
Mweb's replyOfficial
05 Jun 2026, 17:10Hi David,
Thank you for your update, we appreciate you taking the time to work through the troubleshooting steps with us.
Given your feedback, it’s possible there may be a line-related issue affecting the connection. To help us determine the next steps more accurately, please could you confirm what each of the lights on your Octotel ONT are doing.
This will help us identify whether there is a fault on the line or if further troubleshooting is required on the setup.
We’ll continue working with you to get your connection restored and stable so you can get back online without further delay.
Kind regards,
Mweb Team
Thank you for your update, we appreciate you taking the time to work through the troubleshooting steps with us.
Given your feedback, it’s possible there may be a line-related issue affecting the connection. To help us determine the next steps more accurately, please could you confirm what each of the lights on your Octotel ONT are doing.
This will help us identify whether there is a fault on the line or if further troubleshooting is required on the setup.
We’ll continue working with you to get your connection restored and stable so you can get back online without further delay.
Kind regards,
Mweb Team
Mweb's reply05 Jun 2026, 17:10
Official
Hi David,
Thank you for your update, we appreciate you taking the time to work through the troubleshooting steps with us.
Given your feedback, it’s possible there may be a line-related issue affecting the connection. To help us determine the next steps more accurately, please could you confirm what each of the lights on your Octotel ONT are doing.
This will help us identify whether there is a fault on the line or if further troubleshooting is required on the setup.
We’ll continue working with you to get your connection restored and stable so you can get back online without further delay.
Kind regards,
Mweb Team
Thank you for your update, we appreciate you taking the time to work through the troubleshooting steps with us.
Given your feedback, it’s possible there may be a line-related issue affecting the connection. To help us determine the next steps more accurately, please could you confirm what each of the lights on your Octotel ONT are doing.
This will help us identify whether there is a fault on the line or if further troubleshooting is required on the setup.
We’ll continue working with you to get your connection restored and stable so you can get back online without further delay.
Kind regards,
Mweb Team
Mweb's replyOfficial
05 Jun 2026, 17:12Hello David,Thank you for the update and for checking the equipment so thoroughly.The “globe/world” light on your Octotel ONT is an important indicator. This light reflects whether the fibre line is successfully receiving a signal from the network. When it is not lighting up at all, it typically means the ONT is not detecting an active fibre signal, which is why your router cannot establish an internet connection.To help narrow this down further, please note the following:What do the ONT lights mean (Octotel fibre unit)
Kind regards,
The Mweb Team
- Power light (solid green): ONT is receiving electricity and is powered on
- PON / Globe / Internet light (solid green): Active fibre signal is present and connected
- LOS light (red or blinking red): Loss of signal on the fibre line (this is the most important fault indicator)
- No Globe / Internet light: No active signal is being received from the network side
- Check the fibre cable connection to the ONT
- Ensure the thin fibre cable is firmly seated and not bent, twisted, or loose
- Avoid touching the end of the fibre connector (it is very sensitive)
- Look for any red LOS light
- If a red LOS light is present, this confirms a line-level fibre fault and requires network intervention
- If no LOS light is visible but the globe light remains off, it still indicates no incoming signal
- Power cycle the ONT correctly
- Switch off the ONT and the router (restart)
- Wait 60 seconds
- Switch the ONT back on first and allow 3–5 minutes before powering the router
- Check for external fibre damage or disruption
- Look outside for any visible cable damage or loose connections leading into your property
- If there was recent bad weather or maintenance work, this can sometimes affect the line
- Inside your home (router/WiFi), or
- Outside your home (fibre line/network)
Kind regards,
The Mweb Team
Mweb's reply05 Jun 2026, 17:12
Official
Hello David,Thank you for the update and for checking the equipment so thoroughly.The “globe/world” light on your Octotel ONT is an important indicator. This light reflects whether the fibre line is successfully receiving a signal from the network. When it is not lighting up at all, it typically means the ONT is not detecting an active fibre signal, which is why your router cannot establish an internet connection.To help narrow this down further, please note the following:What do the ONT lights mean (Octotel fibre unit)
Kind regards,
The Mweb Team
- Power light (solid green): ONT is receiving electricity and is powered on
- PON / Globe / Internet light (solid green): Active fibre signal is present and connected
- LOS light (red or blinking red): Loss of signal on the fibre line (this is the most important fault indicator)
- No Globe / Internet light: No active signal is being received from the network side
- Check the fibre cable connection to the ONT
- Ensure the thin fibre cable is firmly seated and not bent, twisted, or loose
- Avoid touching the end of the fibre connector (it is very sensitive)
- Look for any red LOS light
- If a red LOS light is present, this confirms a line-level fibre fault and requires network intervention
- If no LOS light is visible but the globe light remains off, it still indicates no incoming signal
- Power cycle the ONT correctly
- Switch off the ONT and the router (restart)
- Wait 60 seconds
- Switch the ONT back on first and allow 3–5 minutes before powering the router
- Check for external fibre damage or disruption
- Look outside for any visible cable damage or loose connections leading into your property
- If there was recent bad weather or maintenance work, this can sometimes affect the line
- Inside your home (router/WiFi), or
- Outside your home (fibre line/network)
Kind regards,
The Mweb Team
Mweb's replyOfficial
08 Jun 2026, 10:44Hi David,
We understand how frustrating this has been, especially after trying to reach support for an extended period without getting through while still being without internet access.We will arrange a callback with our technical team so they can assist you directly and work through the matter with you.Kind regards,
The Mweb Team.
We understand how frustrating this has been, especially after trying to reach support for an extended period without getting through while still being without internet access.We will arrange a callback with our technical team so they can assist you directly and work through the matter with you.Kind regards,
The Mweb Team.
Mweb's reply08 Jun 2026, 10:44
Official
Hi David,
We understand how frustrating this has been, especially after trying to reach support for an extended period without getting through while still being without internet access.We will arrange a callback with our technical team so they can assist you directly and work through the matter with you.Kind regards,
The Mweb Team.
We understand how frustrating this has been, especially after trying to reach support for an extended period without getting through while still being without internet access.We will arrange a callback with our technical team so they can assist you directly and work through the matter with you.Kind regards,
The Mweb Team.