PD
Petro D
1 reviews | Active since Dec 2024
04 Sept 2026, 11:05
Extremely Disappointing Customer Service from MWEB
I am extremely disappointed with MWEB’s customer service. It has become unnecessarily difficult for customers to get in touch with your support team, whether by telephone or through the online chat.
When calling, you are often left waiting an unreasonable amount of time for an OTP. In some cases, the OTP never arrives, and the call eventually drops without the issue being resolved.
The online chat service is equally frustrating. You eventually reach a point where you are informed that you will be connected to the next available agent, only for nothing to happen. You are simply left waiting with no assistance or indication of when, or if, someone will respond.
Customer service should be accessible and responsive, particularly when customers are experiencing problems with their services. Unfortunately, my experience with MWEB has been extremely frustrating.
It is disappointing that the lack of customer support has now become a deciding factor for me whether I will stay with them or move to a service provider who actually want to help their customers.
Helpful (0)
Replies (7)0
Replies (7)
Mweb's replyOfficial
04 Sept 2026, 11:17Hi Petro,
We understand how frustrating it is when you’re unable to reach support, particularly when you’re already experiencing an issue with your service. Waiting for an OTP that doesn’t arrive, calls dropping before you can receive assistance, and being left waiting for an available chat consultant can understandably leave you feeling unsupported.We also recognise the seriousness of your concerns around accessibility and responsiveness. Being able to reach us and receive assistance when you need it is an important part of the overall customer experience.We’d like the opportunity to assist with the specific issue you’re experiencing. Please send us a private message with your account details and a brief description of the service issue, and we’ll look into this further.Kind regards,
The Mweb Team
We understand how frustrating it is when you’re unable to reach support, particularly when you’re already experiencing an issue with your service. Waiting for an OTP that doesn’t arrive, calls dropping before you can receive assistance, and being left waiting for an available chat consultant can understandably leave you feeling unsupported.We also recognise the seriousness of your concerns around accessibility and responsiveness. Being able to reach us and receive assistance when you need it is an important part of the overall customer experience.We’d like the opportunity to assist with the specific issue you’re experiencing. Please send us a private message with your account details and a brief description of the service issue, and we’ll look into this further.Kind regards,
The Mweb Team
Best regards,
Mweb's reply04 Sept 2026, 11:17
Official
Hi Petro,
We understand how frustrating it is when you’re unable to reach support, particularly when you’re already experiencing an issue with your service. Waiting for an OTP that doesn’t arrive, calls dropping before you can receive assistance, and being left waiting for an available chat consultant can understandably leave you feeling unsupported.We also recognise the seriousness of your concerns around accessibility and responsiveness. Being able to reach us and receive assistance when you need it is an important part of the overall customer experience.We’d like the opportunity to assist with the specific issue you’re experiencing. Please send us a private message with your account details and a brief description of the service issue, and we’ll look into this further.Kind regards,
The Mweb Team
We understand how frustrating it is when you’re unable to reach support, particularly when you’re already experiencing an issue with your service. Waiting for an OTP that doesn’t arrive, calls dropping before you can receive assistance, and being left waiting for an available chat consultant can understandably leave you feeling unsupported.We also recognise the seriousness of your concerns around accessibility and responsiveness. Being able to reach us and receive assistance when you need it is an important part of the overall customer experience.We’d like the opportunity to assist with the specific issue you’re experiencing. Please send us a private message with your account details and a brief description of the service issue, and we’ll look into this further.Kind regards,
The Mweb Team
Best regards,
PD
Petro D's updateReviewer Update
04 Sept 2026, 14:16Account Number: ***3
JE Deysel
I would like to raise a concern regarding the ongoing poor signal and unstable internet connection we have been experiencing over the past few weeks.The connection frequently drops, and on several occasions I have been unable to access the internet at all. As I am currently working from home in the afternoons, this is becoming a serious problem. In fact, I am connected via my ****le as I write this email because there is currently “no internet available” on my MWEB connection.This has also caused considerable embarrassment during work-related Teams meetings, as my connection has dropped in the middle of meetings on several occasions. This is not only disruptive but is also affecting my ability to work effectively.I have also seen a similar complaint from another MWEB customer in one of our groups who experienced the same issue, which makes me concerned that this may be a broader network or signal problem.What I find particularly frustrating is that I don't understand why I have to go to the extreme of submitting a “Hallo Peter” complaint simply because we cannot get through to MWEB through the normal customer service channels, just to get someone's attention regarding an issue that should be relatively simple to address. It is disappointing that this seems to be the only way to get a response, yet once a complaint is escalated through this channel, there is a quick response.Could you please investigate and advise why the signal and connection have deteriorated so significantly over the past few weeks, and whether there is a known issue affecting the area?I would appreciate a proper explanation and, more importantly, a resolution to the problem, as the current situation is becoming increasingly frustrating.
JE Deysel
I would like to raise a concern regarding the ongoing poor signal and unstable internet connection we have been experiencing over the past few weeks.The connection frequently drops, and on several occasions I have been unable to access the internet at all. As I am currently working from home in the afternoons, this is becoming a serious problem. In fact, I am connected via my ****le as I write this email because there is currently “no internet available” on my MWEB connection.This has also caused considerable embarrassment during work-related Teams meetings, as my connection has dropped in the middle of meetings on several occasions. This is not only disruptive but is also affecting my ability to work effectively.I have also seen a similar complaint from another MWEB customer in one of our groups who experienced the same issue, which makes me concerned that this may be a broader network or signal problem.What I find particularly frustrating is that I don't understand why I have to go to the extreme of submitting a “Hallo Peter” complaint simply because we cannot get through to MWEB through the normal customer service channels, just to get someone's attention regarding an issue that should be relatively simple to address. It is disappointing that this seems to be the only way to get a response, yet once a complaint is escalated through this channel, there is a quick response.Could you please investigate and advise why the signal and connection have deteriorated so significantly over the past few weeks, and whether there is a known issue affecting the area?I would appreciate a proper explanation and, more importantly, a resolution to the problem, as the current situation is becoming increasingly frustrating.
PD
Petro D's update04 Sept 2026, 14:16
Reviewer Update
Account Number: ***3
JE Deysel
I would like to raise a concern regarding the ongoing poor signal and unstable internet connection we have been experiencing over the past few weeks.The connection frequently drops, and on several occasions I have been unable to access the internet at all. As I am currently working from home in the afternoons, this is becoming a serious problem. In fact, I am connected via my ****le as I write this email because there is currently “no internet available” on my MWEB connection.This has also caused considerable embarrassment during work-related Teams meetings, as my connection has dropped in the middle of meetings on several occasions. This is not only disruptive but is also affecting my ability to work effectively.I have also seen a similar complaint from another MWEB customer in one of our groups who experienced the same issue, which makes me concerned that this may be a broader network or signal problem.What I find particularly frustrating is that I don't understand why I have to go to the extreme of submitting a “Hallo Peter” complaint simply because we cannot get through to MWEB through the normal customer service channels, just to get someone's attention regarding an issue that should be relatively simple to address. It is disappointing that this seems to be the only way to get a response, yet once a complaint is escalated through this channel, there is a quick response.Could you please investigate and advise why the signal and connection have deteriorated so significantly over the past few weeks, and whether there is a known issue affecting the area?I would appreciate a proper explanation and, more importantly, a resolution to the problem, as the current situation is becoming increasingly frustrating.
JE Deysel
I would like to raise a concern regarding the ongoing poor signal and unstable internet connection we have been experiencing over the past few weeks.The connection frequently drops, and on several occasions I have been unable to access the internet at all. As I am currently working from home in the afternoons, this is becoming a serious problem. In fact, I am connected via my ****le as I write this email because there is currently “no internet available” on my MWEB connection.This has also caused considerable embarrassment during work-related Teams meetings, as my connection has dropped in the middle of meetings on several occasions. This is not only disruptive but is also affecting my ability to work effectively.I have also seen a similar complaint from another MWEB customer in one of our groups who experienced the same issue, which makes me concerned that this may be a broader network or signal problem.What I find particularly frustrating is that I don't understand why I have to go to the extreme of submitting a “Hallo Peter” complaint simply because we cannot get through to MWEB through the normal customer service channels, just to get someone's attention regarding an issue that should be relatively simple to address. It is disappointing that this seems to be the only way to get a response, yet once a complaint is escalated through this channel, there is a quick response.Could you please investigate and advise why the signal and connection have deteriorated so significantly over the past few weeks, and whether there is a known issue affecting the area?I would appreciate a proper explanation and, more importantly, a resolution to the problem, as the current situation is becoming increasingly frustrating.
Mweb's replyOfficial
04 Sept 2026, 14:27Hi Petro,
We understand how disruptive the ongoing connection instability has been, especially with it affecting your work and Teams meetings.We can see that you’re currently being assisted by one of our Live Chat consultants, who is working through the troubleshooting with you. We’d recommend continuing with the consultant so they can complete the necessary checks and assist with identifying the cause of the connection issues.We appreciate your patience while these checks are being completed and hope we can get your connection back to a stable and reliable state.Kind regards,
The Mweb Team
We understand how disruptive the ongoing connection instability has been, especially with it affecting your work and Teams meetings.We can see that you’re currently being assisted by one of our Live Chat consultants, who is working through the troubleshooting with you. We’d recommend continuing with the consultant so they can complete the necessary checks and assist with identifying the cause of the connection issues.We appreciate your patience while these checks are being completed and hope we can get your connection back to a stable and reliable state.Kind regards,
The Mweb Team
Best regards,
Mweb's reply04 Sept 2026, 14:27
Official
Hi Petro,
We understand how disruptive the ongoing connection instability has been, especially with it affecting your work and Teams meetings.We can see that you’re currently being assisted by one of our Live Chat consultants, who is working through the troubleshooting with you. We’d recommend continuing with the consultant so they can complete the necessary checks and assist with identifying the cause of the connection issues.We appreciate your patience while these checks are being completed and hope we can get your connection back to a stable and reliable state.Kind regards,
The Mweb Team
We understand how disruptive the ongoing connection instability has been, especially with it affecting your work and Teams meetings.We can see that you’re currently being assisted by one of our Live Chat consultants, who is working through the troubleshooting with you. We’d recommend continuing with the consultant so they can complete the necessary checks and assist with identifying the cause of the connection issues.We appreciate your patience while these checks are being completed and hope we can get your connection back to a stable and reliable state.Kind regards,
The Mweb Team
Best regards,
PD
Petro D's updateReviewer Update
04 Sept 2026, 14:37image.png 904.31 KB You don't seem to understand the issue I am raising. I am not being assisted by your Live Chat consultants.I was online in the Live Chat from this morning, and it took approximately 30 minutes before I received any response from a consultant. This is completely unacceptable, especially when the service is presented as a Live Chat support channel.I eventually had to leave the office, which caused the Live Chat session to disappear. Unfortunately, I did not think to take a screenshot at the time, otherwise I would have been able to show you exactly how long I was waiting for a response.What is even more frustrating is that your response appears to simply pass the responsibility back to me by telling me to start a new chat. How am I supposed to continue with the consultant who was supposedly assisting me if the system now tells me that I need to start a new chat?This is exactly the problem I am trying to highlight. I am making every effort to get assistance through your available channels, but I am not actually receiving assistance.Please don't simply direct me back to Live Chat. I have already tried that, and it did not work. I need someone to actually take ownership of this query and assist me.
PD
Petro D's update04 Sept 2026, 14:37
Reviewer Update
image.png 904.31 KB You don't seem to understand the issue I am raising. I am not being assisted by your Live Chat consultants.I was online in the Live Chat from this morning, and it took approximately 30 minutes before I received any response from a consultant. This is completely unacceptable, especially when the service is presented as a Live Chat support channel.I eventually had to leave the office, which caused the Live Chat session to disappear. Unfortunately, I did not think to take a screenshot at the time, otherwise I would have been able to show you exactly how long I was waiting for a response.What is even more frustrating is that your response appears to simply pass the responsibility back to me by telling me to start a new chat. How am I supposed to continue with the consultant who was supposedly assisting me if the system now tells me that I need to start a new chat?This is exactly the problem I am trying to highlight. I am making every effort to get assistance through your available channels, but I am not actually receiving assistance.Please don't simply direct me back to Live Chat. I have already tried that, and it did not work. I need someone to actually take ownership of this query and assist me.
Mweb's replyOfficial
04 Sept 2026, 14:51Hi Petro,
We understand how frustrating this situation has been, especially after you’ve already spent a significant amount of time trying to get assistance through Live Chat and were left waiting for a response. We also recognise that having an unstable connection and being unable to rely on your internet during work has added to the frustration.We’d like to try some basic troubleshooting with you first to see if we can identify what may be causing the frequent dropouts and get your connection stable again.Please try the following:
The Mweb Team
We understand how frustrating this situation has been, especially after you’ve already spent a significant amount of time trying to get assistance through Live Chat and were left waiting for a response. We also recognise that having an unstable connection and being unable to rely on your internet during work has added to the frustration.We’d like to try some basic troubleshooting with you first to see if we can identify what may be causing the frequent dropouts and get your connection stable again.Please try the following:
- Switch your router off at the power and leave it off for 2–3 minutes.
- Switch it back on and allow 5–10 minutes for it to reconnect.
- Check the Internet/WAN light on the router and let us know whether it is showing normally.
- Once the connection is back, test it on a device and let us know whether the connection remains stable or continues dropping.
The Mweb Team
Best regards,
Mweb's reply04 Sept 2026, 14:51
Official
Hi Petro,
We understand how frustrating this situation has been, especially after you’ve already spent a significant amount of time trying to get assistance through Live Chat and were left waiting for a response. We also recognise that having an unstable connection and being unable to rely on your internet during work has added to the frustration.We’d like to try some basic troubleshooting with you first to see if we can identify what may be causing the frequent dropouts and get your connection stable again.Please try the following:
The Mweb Team
We understand how frustrating this situation has been, especially after you’ve already spent a significant amount of time trying to get assistance through Live Chat and were left waiting for a response. We also recognise that having an unstable connection and being unable to rely on your internet during work has added to the frustration.We’d like to try some basic troubleshooting with you first to see if we can identify what may be causing the frequent dropouts and get your connection stable again.Please try the following:
- Switch your router off at the power and leave it off for 2–3 minutes.
- Switch it back on and allow 5–10 minutes for it to reconnect.
- Check the Internet/WAN light on the router and let us know whether it is showing normally.
- Once the connection is back, test it on a device and let us know whether the connection remains stable or continues dropping.
The Mweb Team
Best regards,
PD
Petro D's updateReviewer Update
04 Sept 2026, 14:56I did all of this
- Switch your router off at the power and leave it off for 2–3 minutes.
- Switch it back on and allow 5–10 minutes for it to reconnect.
- Check the Internet/WAN light on the router and let us know whether it is showing normally.
PD
Petro D's update04 Sept 2026, 14:56
Reviewer Update
I did all of this
- Switch your router off at the power and leave it off for 2–3 minutes.
- Switch it back on and allow 5–10 minutes for it to reconnect.
- Check the Internet/WAN light on the router and let us know whether it is showing normally.
Mweb's replyOfficial
04 Sept 2026, 14:59Hi Petro,We understand, and we hear your frustration. You’ve already completed the troubleshooting steps we suggested, so we don’t want to put you through the same process again or make you feel like you’re going around in circles.We also recognise that you’ve been trying to get this resolved while dealing with an unstable connection that is affecting your ability to work. We’ll review the information already provided and look at what further assistance can be offered without asking you to repeat the steps you’ve already completed.We appreciate you giving us the opportunity to assist, Petro.Kind regards,
The Mweb Team
The Mweb Team
Best regards,
Mweb's reply04 Sept 2026, 14:59
Official
Hi Petro,We understand, and we hear your frustration. You’ve already completed the troubleshooting steps we suggested, so we don’t want to put you through the same process again or make you feel like you’re going around in circles.We also recognise that you’ve been trying to get this resolved while dealing with an unstable connection that is affecting your ability to work. We’ll review the information already provided and look at what further assistance can be offered without asking you to repeat the steps you’ve already completed.We appreciate you giving us the opportunity to assist, Petro.Kind regards,
The Mweb Team
The Mweb Team
Best regards,