1 reviews | Active since Aug 2025
I gave 4 stars because their service is usually great, my only gripe is getting hold of support
I gave 4 stars because their service is usually great, my only gripe is getting hold of support. Their internet is excellent, their customer service is usually good, when someone answers you. The only problem is that the queue is always at high volume and you always have to wait for long periods of time, and I've ran out of airtime so much times being in queue when calling. When trying a live chat, they let you know that you're in a queue but there's no indication of how far you in the queue, so you're waiting long and not sure how much more you should wait. I believe in addition to calling and live chat, they should add a ticketing system as well. For someone like me, this is definitely a 4 star. But for someone who would need constant support and assistance, it could definitely be a way lower rating as support could be frustrating
Thank you for taking the time to share such balanced and thoughtful feedback with us. It’s great to hear that you’re happy with the quality of the internet service and that your interactions with our agents are generally positive once you’re able to reach them.
At the same time, the challenges you’ve highlighted around long queues, airtime costs, and limited visibility on live chat wait times are understood, and this is not how getting support should feel. Your suggestion around adding a ticketing system is valuable and highlights an important area for improvement. This feedback will be shared with our Service Quality Team for review and consideration as we continue refining how customers access support.
We remain focused on improving accessibility and making the support journey more efficient so it better meets the needs of all customers going forward.
Kind regards,
Mweb Team
Thank you for taking the time to share such balanced and thoughtful feedback with us. It’s great to hear that you’re happy with the quality of the internet service and that your interactions with our agents are generally positive once you’re able to reach them.
At the same time, the challenges you’ve highlighted around long queues, airtime costs, and limited visibility on live chat wait times are understood, and this is not how getting support should feel. Your suggestion around adding a ticketing system is valuable and highlights an important area for improvement. This feedback will be shared with our Service Quality Team for review and consideration as we continue refining how customers access support.
We remain focused on improving accessibility and making the support journey more efficient so it better meets the needs of all customers going forward.
Kind regards,
Mweb Team