AM
ALPHY M
1 reviews | Active since Oct 2009
09 Apr 2026, 08:59
Fibre Los light - extremely poor service
My fibre has been down (Los light) and there is no easier way to log a call with these people. There is never a time where they had answered my calls or live chats even after holding for more than 45 minutes. They are denying me the service which they bill me for.
Helpful (0)
Replies (6)0
Replies (6)
Mweb's replyOfficial
09 Apr 2026, 09:41Good day, Alphy,
We completely understand how frustrating it must be to have your fibre down while still being billed for the service, especially after long wait times trying to reach support. Experiencing a red LOS light can be very concerning, and we appreciate you bringing this to our attention.
A red LOS light typically indicates a fault with the line. We’ve checked your area and can confirm that no outages are reported. A port reset has been performed on your line, so please restart your router and let us know whether the LOS light remains red or if your connection is restored. If you have a UPS or backup power connected, please test by connecting the ONT directly to the electricity supply and check if the issue persists.
Your feedback about the difficulty in reaching support has also been shared with our Service Quality Team to ensure it is reviewed and considered for improving accessibility and response times.
For any further help, send us a direct message on Hello Peter, and our team will make sure your case is attended to promptly.
Kind regards,
Mweb Team
We completely understand how frustrating it must be to have your fibre down while still being billed for the service, especially after long wait times trying to reach support. Experiencing a red LOS light can be very concerning, and we appreciate you bringing this to our attention.
A red LOS light typically indicates a fault with the line. We’ve checked your area and can confirm that no outages are reported. A port reset has been performed on your line, so please restart your router and let us know whether the LOS light remains red or if your connection is restored. If you have a UPS or backup power connected, please test by connecting the ONT directly to the electricity supply and check if the issue persists.
Your feedback about the difficulty in reaching support has also been shared with our Service Quality Team to ensure it is reviewed and considered for improving accessibility and response times.
For any further help, send us a direct message on Hello Peter, and our team will make sure your case is attended to promptly.
Kind regards,
Mweb Team
Best regards,
Mweb's reply09 Apr 2026, 09:41
Official
Good day, Alphy,
We completely understand how frustrating it must be to have your fibre down while still being billed for the service, especially after long wait times trying to reach support. Experiencing a red LOS light can be very concerning, and we appreciate you bringing this to our attention.
A red LOS light typically indicates a fault with the line. We’ve checked your area and can confirm that no outages are reported. A port reset has been performed on your line, so please restart your router and let us know whether the LOS light remains red or if your connection is restored. If you have a UPS or backup power connected, please test by connecting the ONT directly to the electricity supply and check if the issue persists.
Your feedback about the difficulty in reaching support has also been shared with our Service Quality Team to ensure it is reviewed and considered for improving accessibility and response times.
For any further help, send us a direct message on Hello Peter, and our team will make sure your case is attended to promptly.
Kind regards,
Mweb Team
We completely understand how frustrating it must be to have your fibre down while still being billed for the service, especially after long wait times trying to reach support. Experiencing a red LOS light can be very concerning, and we appreciate you bringing this to our attention.
A red LOS light typically indicates a fault with the line. We’ve checked your area and can confirm that no outages are reported. A port reset has been performed on your line, so please restart your router and let us know whether the LOS light remains red or if your connection is restored. If you have a UPS or backup power connected, please test by connecting the ONT directly to the electricity supply and check if the issue persists.
Your feedback about the difficulty in reaching support has also been shared with our Service Quality Team to ensure it is reviewed and considered for improving accessibility and response times.
For any further help, send us a direct message on Hello Peter, and our team will make sure your case is attended to promptly.
Kind regards,
Mweb Team
Best regards,
AM
ALPHY M's updateReviewer Update
09 Apr 2026, 10:08Thank you so much for the quick responce. I have reset as directed and the LOS light is still there.
AM
ALPHY M's update09 Apr 2026, 10:08
Reviewer Update
Thank you so much for the quick responce. I have reset as directed and the LOS light is still there.
Mweb's replyOfficial
09 Apr 2026, 12:49Good day, Alphy,
Due to the LOS light remaining red a line fault has to be logged for Openserve to investigate further.
Please note all line faults have a turnaround time of up to 3-6 working days. Openserve has UCOC (Unnecessary Callout Charges). Example: In the event they come to your premises and find you are unable to connect due to the router being switched off they will charge you a UCOC. This is the reason why we need to do those checks. Please confirm that you acknowledge the above to proceed with logging a fault.
Kind regards,
Mweb Team
Best regards,
Mweb's reply09 Apr 2026, 12:49
Official
Good day, Alphy,
Due to the LOS light remaining red a line fault has to be logged for Openserve to investigate further.
Please note all line faults have a turnaround time of up to 3-6 working days. Openserve has UCOC (Unnecessary Callout Charges). Example: In the event they come to your premises and find you are unable to connect due to the router being switched off they will charge you a UCOC. This is the reason why we need to do those checks. Please confirm that you acknowledge the above to proceed with logging a fault.
Kind regards,
Mweb Team
Best regards,
Mweb's replyOfficial
09 Apr 2026, 12:50Good day, Alphy,
Thank you for the update. We understand how frustrating it can be when the LOS light remains on despite following the instructions, and we want to ensure your connection is restored as quickly as possible.
A private message on Hello Peter has been sent to you with further instructions.
Kind regards,
Mweb Team
Thank you for the update. We understand how frustrating it can be when the LOS light remains on despite following the instructions, and we want to ensure your connection is restored as quickly as possible.
A private message on Hello Peter has been sent to you with further instructions.
Kind regards,
Mweb Team
Best regards,
Mweb's reply09 Apr 2026, 12:50
Official
Good day, Alphy,
Thank you for the update. We understand how frustrating it can be when the LOS light remains on despite following the instructions, and we want to ensure your connection is restored as quickly as possible.
A private message on Hello Peter has been sent to you with further instructions.
Kind regards,
Mweb Team
Thank you for the update. We understand how frustrating it can be when the LOS light remains on despite following the instructions, and we want to ensure your connection is restored as quickly as possible.
A private message on Hello Peter has been sent to you with further instructions.
Kind regards,
Mweb Team
Best regards,
AM
ALPHY M's updateReviewer Update
09 Apr 2026, 13:09Thank you. i am acknowledging the above to proceed with logging a fault.
AM
ALPHY M's update09 Apr 2026, 13:09
Reviewer Update
Thank you. i am acknowledging the above to proceed with logging a fault.
Mweb's replyOfficial
09 Apr 2026, 13:58Good day, Alphy,
A fault has been logged. Your reference number is MWB***9. Our Escalations Team will provide you feedback by SMS as the fault progresses.
If you require any further assistance, please send us a direct message on Hello Peter.
Kind regards,
Mweb Team
A fault has been logged. Your reference number is MWB***9. Our Escalations Team will provide you feedback by SMS as the fault progresses.
If you require any further assistance, please send us a direct message on Hello Peter.
Kind regards,
Mweb Team
Best regards,
Mweb's reply09 Apr 2026, 13:58
Official
Good day, Alphy,
A fault has been logged. Your reference number is MWB***9. Our Escalations Team will provide you feedback by SMS as the fault progresses.
If you require any further assistance, please send us a direct message on Hello Peter.
Kind regards,
Mweb Team
A fault has been logged. Your reference number is MWB***9. Our Escalations Team will provide you feedback by SMS as the fault progresses.
If you require any further assistance, please send us a direct message on Hello Peter.
Kind regards,
Mweb Team
Best regards,