CW
Cassandra W
1 reviews | Active since Jul 2024
03 Mar 2026, 14:39
Impossible to Reach
The most impossible company to get a hold of. We have not had internet for a week at this point in time. Each time Mweb is contacted it is a minimum of a hour waiting time on a call & the call ends up being cut off each time. It has been ********** just trying to log a ticket. This is not the first time I am experiencing this with them, would rather change services where their communication channels actually work.
Helpful (0)
Replies (3)0
Replies (3)
Mweb's replyOfficial
03 Mar 2026, 16:07Good day, Cassandra,
We understand how important it is to have a reliable connection and how frustrating it can be to go without one, especially after seeking assistance. We’d like to take this opportunity to review your account and help get your connection back up and running.
After checking your account, we found that your line is active, but there is currently no connection between your ZTE router and our network.
To help restore your connection, please try the following steps:
Following these steps should help restore your connection.
We understand how important it is to have a reliable connection and how frustrating it can be to go without one, especially after seeking assistance. We’d like to take this opportunity to review your account and help get your connection back up and running.
After checking your account, we found that your line is active, but there is currently no connection between your ZTE router and our network.
To help restore your connection, please try the following steps:
- Check the cabling – Make sure the Ethernet cable is connected to the WAN port on your ZTE router and the other end is in LAN1 on your Vumatel Huawei ONT.
- Restart your devices – Once the cables are confirmed, restart both the ZTE router and the Huawei router (Vumatel ONT). Check if the light on your ZTE router turns green and test your internet access.
- Factory reset the ZTE router (if needed) – If the light remains red, press the reset button located in the small hole at the back of the router. Hold it until the light goes off (you can use a toothpick, pin, or similar thin object). Wait for the light to turn green, then test your internet access again.
Following these steps should help restore your connection.
Mweb's reply03 Mar 2026, 16:07
Official
Good day, Cassandra,
We understand how important it is to have a reliable connection and how frustrating it can be to go without one, especially after seeking assistance. We’d like to take this opportunity to review your account and help get your connection back up and running.
After checking your account, we found that your line is active, but there is currently no connection between your ZTE router and our network.
To help restore your connection, please try the following steps:
Following these steps should help restore your connection.
We understand how important it is to have a reliable connection and how frustrating it can be to go without one, especially after seeking assistance. We’d like to take this opportunity to review your account and help get your connection back up and running.
After checking your account, we found that your line is active, but there is currently no connection between your ZTE router and our network.
To help restore your connection, please try the following steps:
- Check the cabling – Make sure the Ethernet cable is connected to the WAN port on your ZTE router and the other end is in LAN1 on your Vumatel Huawei ONT.
- Restart your devices – Once the cables are confirmed, restart both the ZTE router and the Huawei router (Vumatel ONT). Check if the light on your ZTE router turns green and test your internet access.
- Factory reset the ZTE router (if needed) – If the light remains red, press the reset button located in the small hole at the back of the router. Hold it until the light goes off (you can use a toothpick, pin, or similar thin object). Wait for the light to turn green, then test your internet access again.
Following these steps should help restore your connection.
CW
Cassandra W's updateReviewer Update
03 Mar 2026, 19:36I have done multiple trouble shooting on the multiple calls I have had with your team. I have had the fibre line tech confirm the rooter is blown. None of your steps work. We need a free to use rooter which we can’t get because we can never actually get a full call with your agents, outside of spending over a hour waiting for someone to answer each time.
CW
Cassandra W's update03 Mar 2026, 19:36
Reviewer Update
I have done multiple trouble shooting on the multiple calls I have had with your team. I have had the fibre line tech confirm the rooter is blown. None of your steps work. We need a free to use rooter which we can’t get because we can never actually get a full call with your agents, outside of spending over a hour waiting for someone to answer each time.
Mweb's replyOfficial
04 Mar 2026, 13:30Good day, Cassandra,
Thank you for the detailed feedback. We understand how frustrating it must be to go through repeated troubleshooting, especially after being advised that the router was blown and still not having a working solution in place. Your time is valuable, and we recognise the impact this has had.
We’ve checked your account and can see the feedback logged under fault reference MWB***6. The notes confirm that a technician attended on site and replaced the ONT, as it had been damaged.
To ensure this matter progresses without further delay, our Faults Team has arranged a technical callback, which has been scheduled for the earliest available time slot: Thursday, 5 March 2026, between 17:30 and 18:00. During this call, the team will review the router concerns with you directly and discuss the appropriate next steps to restore your service fully.
Thank you for your continued engagement while we work toward resolving this matter. T^
Thank you for the detailed feedback. We understand how frustrating it must be to go through repeated troubleshooting, especially after being advised that the router was blown and still not having a working solution in place. Your time is valuable, and we recognise the impact this has had.
We’ve checked your account and can see the feedback logged under fault reference MWB***6. The notes confirm that a technician attended on site and replaced the ONT, as it had been damaged.
To ensure this matter progresses without further delay, our Faults Team has arranged a technical callback, which has been scheduled for the earliest available time slot: Thursday, 5 March 2026, between 17:30 and 18:00. During this call, the team will review the router concerns with you directly and discuss the appropriate next steps to restore your service fully.
Thank you for your continued engagement while we work toward resolving this matter. T^
Mweb's reply04 Mar 2026, 13:30
Official
Good day, Cassandra,
Thank you for the detailed feedback. We understand how frustrating it must be to go through repeated troubleshooting, especially after being advised that the router was blown and still not having a working solution in place. Your time is valuable, and we recognise the impact this has had.
We’ve checked your account and can see the feedback logged under fault reference MWB***6. The notes confirm that a technician attended on site and replaced the ONT, as it had been damaged.
To ensure this matter progresses without further delay, our Faults Team has arranged a technical callback, which has been scheduled for the earliest available time slot: Thursday, 5 March 2026, between 17:30 and 18:00. During this call, the team will review the router concerns with you directly and discuss the appropriate next steps to restore your service fully.
Thank you for your continued engagement while we work toward resolving this matter. T^
Thank you for the detailed feedback. We understand how frustrating it must be to go through repeated troubleshooting, especially after being advised that the router was blown and still not having a working solution in place. Your time is valuable, and we recognise the impact this has had.
We’ve checked your account and can see the feedback logged under fault reference MWB***6. The notes confirm that a technician attended on site and replaced the ONT, as it had been damaged.
To ensure this matter progresses without further delay, our Faults Team has arranged a technical callback, which has been scheduled for the earliest available time slot: Thursday, 5 March 2026, between 17:30 and 18:00. During this call, the team will review the router concerns with you directly and discuss the appropriate next steps to restore your service fully.
Thank you for your continued engagement while we work toward resolving this matter. T^