1 reviews | Active since Jul 2019
Extremely disappointed with MWEB’s fibre service and customer support.
Extremely disappointed with MWEB’s fibre service and customer support.
My fibre connection goes down almost every 3 weeks, and every single time it becomes a nightmare trying to get assistance. Their live chat takes forever before you even reach an agent, and calling their support line is just as frustrating with excessive waiting times.
For a company that customers pay monthly for reliable internet, this level of service is completely unacceptable. The recurring outages are bad enough, but the lack of efficient customer support makes the experience even worse.
There seems to be no urgency when dealing with customer issues, and no proper long-term solution to prevent the same problems from happening repeatedly. As a customer, I expect reliable service and reasonable support response times — neither of which MWEB has been able to provide consistently.
I would not recommend MWEB based on my experience so far. Very disappointing.
Having your fibre connection drop repeatedly, combined with long delays reaching support, is incredibly frustrating and disruptive, especially when you’re paying for a service you expect to be reliable. We understand how discouraging it is to face the same issue every few weeks and then struggle to get timely assistance. This is not the standard of service we aim to provide, and we recognise the impact this has had.
At this stage, we cannot see any active outages in your area, which means we need to investigate your connection further to determine the cause. As a first step, please ensure that all cables are firmly and correctly seated in both your router and the Metrofibre ONT, and then try restarting both devices.
If the connection remains down after this, please send us a direct message on Hello Peter confirming what each light is doing on the Metrofibre ONT. This information will allow us to determine the correct way forward and whether a line fault needs to be logged for further action.
Kind regards,
Mweb Team
Having your fibre connection drop repeatedly, combined with long delays reaching support, is incredibly frustrating and disruptive, especially when you’re paying for a service you expect to be reliable. We understand how discouraging it is to face the same issue every few weeks and then struggle to get timely assistance. This is not the standard of service we aim to provide, and we recognise the impact this has had.
At this stage, we cannot see any active outages in your area, which means we need to investigate your connection further to determine the cause. As a first step, please ensure that all cables are firmly and correctly seated in both your router and the Metrofibre ONT, and then try restarting both devices.
If the connection remains down after this, please send us a direct message on Hello Peter confirming what each light is doing on the Metrofibre ONT. This information will allow us to determine the correct way forward and whether a line fault needs to be logged for further action.
Kind regards,
Mweb Team