1 reviews | Active since Aug 2023
Frustrated Customer
What a terrible experience. I opted to move from LTE to fibre connection made the request in March 2026. I received the product on the 28th April, when I called in to get assistance to be connected technical was not able to verify the router and connection after trying to do so with three different "technicians". I was told the router could be faulty and it was replaced 18 May received another one and called in a week later to get assistance to get connected still with no luck. I am frustrated at the moment as the technical people keep on saying they will escalate the matter to Frog foot to check if their line is in order. Frogfoot sends a message saying their line is in order when you contact MWEB to connect you they are not able to. I was billed for something that is not working and it is beyond my control. Mweb must send out technicians to do these connections this is unacceptable. When you call them you have to wait for minimum an hour to be assisted, which is discouraging. Now I want to cancel and I am sent pillar to post!!
We can see how this experience, from delays to repeated connection issues and billing concerns, has been incredibly frustrating. This is not the seamless activation journey we aim to deliver, and it is clear this has required far too much effort from your side.We have arranged for our onboarding team to urgently review your Frogfoot activation end to end and reach out to guide the connection setup directly. This includes validating the line, router configuration, and ensuring alignment between systems so the service can be brought online correctly.Where a remote setup is not sufficient, we will ensure the appropriate next step is taken to move this forward without further delays. Your billing concerns will also be included in this review to ensure alignment with service activation.We are committed to getting this resolved properly and restoring a smooth, reliable experience.
Kind regards,
The Mweb Team
We can see how this experience, from delays to repeated connection issues and billing concerns, has been incredibly frustrating. This is not the seamless activation journey we aim to deliver, and it is clear this has required far too much effort from your side.We have arranged for our onboarding team to urgently review your Frogfoot activation end to end and reach out to guide the connection setup directly. This includes validating the line, router configuration, and ensuring alignment between systems so the service can be brought online correctly.Where a remote setup is not sufficient, we will ensure the appropriate next step is taken to move this forward without further delays. Your billing concerns will also be included in this review to ensure alignment with service activation.We are committed to getting this resolved properly and restoring a smooth, reliable experience.
Kind regards,
The Mweb Team