MM
Megan M
1 reviews | Active since May 2026
04 May 2026, 12:32
Extremely disappointed.
I am extremely disappointed with the service we have received from Mweb. We ordered a fibre line and made it very clear that the installation is urgent, yet we have had no success in getting any assistance. We have tried contacting them multiple times, only to be left on hold for 1 hour and 44 minutes before the call eventually dropped. This is completely unacceptable. To make matters worse, no one responds on the live chat either, leaving us with absolutely no way to get updates or support. At this point, it feels like there is no customer service at all. For a company providing essential internet services, this level of communication and support is incredibly poor. We are still waiting for feedback and a confirmed installation date, and the lack of response is beyond frustrating. I would not recommend this service based on our experience so far.
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Replies (9)0
Replies (9)
Mweb's replyOfficial
04 May 2026, 12:58Good afternoon, Megan.
We hear how frustrating this has been, especially after clearly flagging the installation as urgent and still being left without a confirmed date, while also dealing with long hold times, dropped calls, and no response on live chat. When you’re trying to get a fibre line installed, and there’s no clear communication or progress, it understandably feels like you’re stuck without support. To move this forward properly, please share the registered email address linked to your order via private message so we can securely access your account and take ownership of the installation query. Once we have your details, we will:
• Trace your fibre order and installation status in real time
• Engage the relevant team to secure a clear installation date
• Provide direct updates so you’re not left chasing support channels We understand how important this connection is, especially when it’s been marked urgent from the start. We’ll make sure this is handled with proper visibility and that you receive clear, consistent feedback until your installation is confirmed and scheduled.
Kind regards,
The Mweb Team
We hear how frustrating this has been, especially after clearly flagging the installation as urgent and still being left without a confirmed date, while also dealing with long hold times, dropped calls, and no response on live chat. When you’re trying to get a fibre line installed, and there’s no clear communication or progress, it understandably feels like you’re stuck without support. To move this forward properly, please share the registered email address linked to your order via private message so we can securely access your account and take ownership of the installation query. Once we have your details, we will:
• Trace your fibre order and installation status in real time
• Engage the relevant team to secure a clear installation date
• Provide direct updates so you’re not left chasing support channels We understand how important this connection is, especially when it’s been marked urgent from the start. We’ll make sure this is handled with proper visibility and that you receive clear, consistent feedback until your installation is confirmed and scheduled.
Kind regards,
The Mweb Team
Mweb's reply04 May 2026, 12:58
Official
Good afternoon, Megan.
We hear how frustrating this has been, especially after clearly flagging the installation as urgent and still being left without a confirmed date, while also dealing with long hold times, dropped calls, and no response on live chat. When you’re trying to get a fibre line installed, and there’s no clear communication or progress, it understandably feels like you’re stuck without support. To move this forward properly, please share the registered email address linked to your order via private message so we can securely access your account and take ownership of the installation query. Once we have your details, we will:
• Trace your fibre order and installation status in real time
• Engage the relevant team to secure a clear installation date
• Provide direct updates so you’re not left chasing support channels We understand how important this connection is, especially when it’s been marked urgent from the start. We’ll make sure this is handled with proper visibility and that you receive clear, consistent feedback until your installation is confirmed and scheduled.
Kind regards,
The Mweb Team
We hear how frustrating this has been, especially after clearly flagging the installation as urgent and still being left without a confirmed date, while also dealing with long hold times, dropped calls, and no response on live chat. When you’re trying to get a fibre line installed, and there’s no clear communication or progress, it understandably feels like you’re stuck without support. To move this forward properly, please share the registered email address linked to your order via private message so we can securely access your account and take ownership of the installation query. Once we have your details, we will:
• Trace your fibre order and installation status in real time
• Engage the relevant team to secure a clear installation date
• Provide direct updates so you’re not left chasing support channels We understand how important this connection is, especially when it’s been marked urgent from the start. We’ll make sure this is handled with proper visibility and that you receive clear, consistent feedback until your installation is confirmed and scheduled.
Kind regards,
The Mweb Team
Mweb's replyOfficial
04 May 2026, 13:44Hi Megan, we understand your frustration, especially given the urgency around your fibre installation and the difficulty you’ve experienced trying to get through on both calls and live chat. That level of delay and lack of response is not the experience we aim to deliver. Our team has submitted an escalation to Evotel to urgently review the installation order and provide a confirmed update on scheduling and progress. They’ve been requested to prioritise this so that a clear installation timeline can be provided as soon as possible. We appreciate your patience while this is being worked through and will ensure feedback is followed up. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply04 May 2026, 13:44
Official
Hi Megan, we understand your frustration, especially given the urgency around your fibre installation and the difficulty you’ve experienced trying to get through on both calls and live chat. That level of delay and lack of response is not the experience we aim to deliver. Our team has submitted an escalation to Evotel to urgently review the installation order and provide a confirmed update on scheduling and progress. They’ve been requested to prioritise this so that a clear installation timeline can be provided as soon as possible. We appreciate your patience while this is being worked through and will ensure feedback is followed up. Kind regards,
The Mweb Team
The Mweb Team
MM
Megan M's updateReviewer Update
04 May 2026, 15:36Mweb: 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.
Can I ask what issue the FNO is experiencing as the PON light is on on the Fibregeek ONT ?
Kindly note that we have not received any updates after the one above. Please note that if the matter can not be resolved we will be asking for a refund and looking to change network. We are also in the Fibre industry and this is really unprofessional.
Can I ask what issue the FNO is experiencing as the PON light is on on the Fibregeek ONT ?
Kindly note that we have not received any updates after the one above. Please note that if the matter can not be resolved we will be asking for a refund and looking to change network. We are also in the Fibre industry and this is really unprofessional.
MM
Megan M's update04 May 2026, 15:36
Reviewer Update
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.
Can I ask what issue the FNO is experiencing as the PON light is on on the Fibregeek ONT ?
Kindly note that we have not received any updates after the one above. Please note that if the matter can not be resolved we will be asking for a refund and looking to change network. We are also in the Fibre industry and this is really unprofessional.
Can I ask what issue the FNO is experiencing as the PON light is on on the Fibregeek ONT ?
Kindly note that we have not received any updates after the one above. Please note that if the matter can not be resolved we will be asking for a refund and looking to change network. We are also in the Fibre industry and this is really unprofessional.
Mweb's replyOfficial
04 May 2026, 16:11 Hi Megan,
Could you please confirm your address with us via private message? What does it mean when the PON light is on?If the PON light is solid green/on, it usually indicates:
To assist, we have reached out to the team to follow up with our Fibregeek partners and advise on the activation status via email to you directly.
Kind regards,
The Mweb Team
Could you please confirm your address with us via private message? What does it mean when the PON light is on?If the PON light is solid green/on, it usually indicates:
- The ONT is successfully connected to the fibre network
- The physical fibre line is active from the street/area cabinet to your home
- The signal is reaching your device properly
To assist, we have reached out to the team to follow up with our Fibregeek partners and advise on the activation status via email to you directly.
Kind regards,
The Mweb Team
Mweb's reply04 May 2026, 16:11
Official
Hi Megan,
Could you please confirm your address with us via private message? What does it mean when the PON light is on?If the PON light is solid green/on, it usually indicates:
To assist, we have reached out to the team to follow up with our Fibregeek partners and advise on the activation status via email to you directly.
Kind regards,
The Mweb Team
Could you please confirm your address with us via private message? What does it mean when the PON light is on?If the PON light is solid green/on, it usually indicates:
- The ONT is successfully connected to the fibre network
- The physical fibre line is active from the street/area cabinet to your home
- The signal is reaching your device properly
To assist, we have reached out to the team to follow up with our Fibregeek partners and advise on the activation status via email to you directly.
Kind regards,
The Mweb Team
Mweb's replyOfficial
04 May 2026, 16:56Hello Megan,
Thank you for your details. We made sure your feedback has been submitted directly to the team assigned to your fibre line activation. They are working on getting this sorted for you ASAP.
Kind regards,
The Mweb Team
Thank you for your details. We made sure your feedback has been submitted directly to the team assigned to your fibre line activation. They are working on getting this sorted for you ASAP.
Kind regards,
The Mweb Team
Mweb's reply04 May 2026, 16:56
Official
Hello Megan,
Thank you for your details. We made sure your feedback has been submitted directly to the team assigned to your fibre line activation. They are working on getting this sorted for you ASAP.
Kind regards,
The Mweb Team
Thank you for your details. We made sure your feedback has been submitted directly to the team assigned to your fibre line activation. They are working on getting this sorted for you ASAP.
Kind regards,
The Mweb Team
MM
Megan M's updateReviewer Update
06 May 2026, 08:49Good day,
We would just like to check up again on our order. Our 72 hour SLA has passed, still no one has been in contact with us regarding the router. The line has been activated, thank you. We can't do anything without a router.
If it is possible we will pick up the router ourselves, we can not wait any longer.
I have also been waiting in the call Q to speak to someone however been number 3 for over 40 min now.
Kindly get back to us.
Regards
We would just like to check up again on our order. Our 72 hour SLA has passed, still no one has been in contact with us regarding the router. The line has been activated, thank you. We can't do anything without a router.
If it is possible we will pick up the router ourselves, we can not wait any longer.
I have also been waiting in the call Q to speak to someone however been number 3 for over 40 min now.
Kindly get back to us.
Regards
MM
Megan M's update06 May 2026, 08:49
Reviewer Update
Good day,
We would just like to check up again on our order. Our 72 hour SLA has passed, still no one has been in contact with us regarding the router. The line has been activated, thank you. We can't do anything without a router.
If it is possible we will pick up the router ourselves, we can not wait any longer.
I have also been waiting in the call Q to speak to someone however been number 3 for over 40 min now.
Kindly get back to us.
Regards
We would just like to check up again on our order. Our 72 hour SLA has passed, still no one has been in contact with us regarding the router. The line has been activated, thank you. We can't do anything without a router.
If it is possible we will pick up the router ourselves, we can not wait any longer.
I have also been waiting in the call Q to speak to someone however been number 3 for over 40 min now.
Kindly get back to us.
Regards
Mweb's replyOfficial
06 May 2026, 10:22Hi Megan, we understand the urgency here, especially now that your line is active but you’re still unable to use the service without the router. We also note your frustration with the queue delays when trying to reach support. Your router has now been released and dispatched for courier delivery. The courier team will be in contact with you directly to arrange a suitable delivery time and ensure it reaches you as soon as possible. At this stage, pickup is not required as the delivery process is already underway. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply06 May 2026, 10:22
Official
Hi Megan, we understand the urgency here, especially now that your line is active but you’re still unable to use the service without the router. We also note your frustration with the queue delays when trying to reach support. Your router has now been released and dispatched for courier delivery. The courier team will be in contact with you directly to arrange a suitable delivery time and ensure it reaches you as soon as possible. At this stage, pickup is not required as the delivery process is already underway. Kind regards,
The Mweb Team
The Mweb Team
MM
Megan M's updateReviewer Update
06 May 2026, 15:32Good day,
Thank you for your response earlier. Kindly note that we have spoken to the courier company, this order was not processed, they could not even pick up our reference number. Which means that this order was not dispatched.
We will therefore kindly ask for compensation as this order has been activated however we will only be able to use it in next week.
Thank you
Thank you for your response earlier. Kindly note that we have spoken to the courier company, this order was not processed, they could not even pick up our reference number. Which means that this order was not dispatched.
We will therefore kindly ask for compensation as this order has been activated however we will only be able to use it in next week.
Thank you
MM
Megan M's update06 May 2026, 15:32
Reviewer Update
Good day,
Thank you for your response earlier. Kindly note that we have spoken to the courier company, this order was not processed, they could not even pick up our reference number. Which means that this order was not dispatched.
We will therefore kindly ask for compensation as this order has been activated however we will only be able to use it in next week.
Thank you
Thank you for your response earlier. Kindly note that we have spoken to the courier company, this order was not processed, they could not even pick up our reference number. Which means that this order was not dispatched.
We will therefore kindly ask for compensation as this order has been activated however we will only be able to use it in next week.
Thank you
Mweb's replyOfficial
06 May 2026, 16:31Hi Megan, we understand the frustration here, especially since the service has already been activated but you’ve not been able to use it due to the courier delay. That’s understandably not ideal. We’ve now asked our support team to look into this and assist further, including verifying the dispatch status with the courier and reviewing the activation timing against your order. Once they’ve completed their checks, they’ll come back with clarity on what happened and the appropriate next steps. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply06 May 2026, 16:31
Official
Hi Megan, we understand the frustration here, especially since the service has already been activated but you’ve not been able to use it due to the courier delay. That’s understandably not ideal. We’ve now asked our support team to look into this and assist further, including verifying the dispatch status with the courier and reviewing the activation timing against your order. Once they’ve completed their checks, they’ll come back with clarity on what happened and the appropriate next steps. Kind regards,
The Mweb Team
The Mweb Team