Gerard

Hi Gerard, Thank you for the update. Before moving straight to a technician dispatch, the goal is to first narrow down what’s actually causing the buffering on your fibre connection so the right fix is app**** from the start. Buffering on fibre is usually linked to one of three areas: the WiFi signal inside the home, the router/ONT performance, or the fibre line itself. To isolate this properly, a few quick checks are needed: Please can you confirm the following: 

•  Does the buffering happen on all devices or only one (e.g. phone, TV, laptop)? 
•  Is it worse on WiFi compared to a direct Ethernet cable connection (if available)? 
•  Do the router lights show a stable “PON/Internet” connection, or are there any red/LOS indicators? 
•  Does the issue happen all the time, or mainly at certain times of day (peak hours)? 

If possible, also try this quick test: 

•  Restart the router (switch off for 30 seconds, then power back on) 
•  Then test a single device close to the router and check if buffering improves 

This will help confirm whether we’re dealing with a WiFi coverage issue, a router/session issue, or a fibre line instability that will require a technician visit. Once these points are confirmed, the next step can be actioned correctly without delays or unnecessary downtime. Kind regards,
 The Mweb Team 

 Hi Gerard, The frustration is completely understood, especially when the connection is not working properly and all you want is for someone to come out and fix it. Before a technician can be dispatched, basic troubleshooting first needs to be completed to help determine whether the issue is related to the fibre line itself, the router, WiFi interference, or a device-specific problem. This is part of the standard fault process and helps avoid unnecessary delays or incorrect callouts. Please also note that if a technician visit finds the issue is caused by equipment on the property or something internal to the setup (for example: loose cables, router placement, damaged equipment, or WiFi-related issues), an unnecessary callout fee (UCOC) may apply. Once the basic checks are completed, the correct next step can be taken, including logging and dispatching a technician if required. Kind regards,
 The Mweb Team 

 Hi Gerard, The frustration around additional costs is completely understood, especially after already dealing with a previous damaged line and related expenses. The unnecessary callout fee (UCOC) only applies if a technician determines that the issue is caused by something within the property setup or equipment, rather than a fault on the fibre network itself. If the problem is confirmed to be related to the external fibre line or network infrastructure, the visit would form part of the normal fault process. This is why the initial troubleshooting steps are important first, as they help determine whether the issue points toward a line fault that requires escalation and technician intervention, or something internal that can be resolved without additional delays or costs. Kind regards,
 The Mweb Team