GB
Georg B
1 reviews | Active since May 2014
04 Sept 2026, 09:46
I sometimes feel very frustrated because some of the chat agents disappear as soon as they can not help you
I sometimes feel very frustrated because some of the chat agents disappear as soon as they can not help you. Another problem is that they (system) wants me to agree that if a fault with for example with fibre cable was detected on my premises, that I will pay a certain fee. A cable defect on my premises does not necessarily mean the defect has been caused by me. One last thing - why does Mweb not have any contact details like a telephone number or email address where they can be contacted- why only the chat facility?
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Mweb's replyOfficial
04 Sept 2026, 09:52Hi Georg,
Thank you for sharing your concerns so openly. We understand how frustrating it can be when a chat conversation ends before your query has been properly resolved, and we appreciate your concerns around potential charges relating to faults found on the premises.
Thank you for sharing your concerns so openly. We understand how frustrating it can be when a chat conversation ends before your query has been properly resolved, and we appreciate your concerns around potential charges relating to faults found on the premises.
Regarding the fault-related fee, we understand your point that finding a fault on the premises does not automatically mean that the customer caused the damage. The applicable charge would depend on the outcome of the investigation and the cause of the fault.
We also understand your preference for having a more direct way to contact Mweb when you need assistance. Our digital support channels are available to assist with queries, but we recognise how important clear and accessible support options are when you need help with an urgent issue.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply04 Sept 2026, 09:52
Official
Hi Georg,
Thank you for sharing your concerns so openly. We understand how frustrating it can be when a chat conversation ends before your query has been properly resolved, and we appreciate your concerns around potential charges relating to faults found on the premises.
Thank you for sharing your concerns so openly. We understand how frustrating it can be when a chat conversation ends before your query has been properly resolved, and we appreciate your concerns around potential charges relating to faults found on the premises.
Regarding the fault-related fee, we understand your point that finding a fault on the premises does not automatically mean that the customer caused the damage. The applicable charge would depend on the outcome of the investigation and the cause of the fault.
We also understand your preference for having a more direct way to contact Mweb when you need assistance. Our digital support channels are available to assist with queries, but we recognise how important clear and accessible support options are when you need help with an urgent issue.
Kind regards,
The Mweb Team
The Mweb Team