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Riaan A

1 reviews | Active since Oct 2018

28 Mar 2026, 11:31

Internet outage since Monday - reported on Tuesday - still no way forward

I am writing regarding an internet outage that began on Monday at approximately 10:00 AM. The fault was reported on Tuesday and has been logged under reference number MWB***8.

Since Monday, the only feedback I have received is that "they are working on it." No timeline, no escalation plan, and no alternative solutions have been offered.

I want to be direct about the impact:

- I have been forced to use mobile data for everything my fibre connection is supposed to handle. - I have spent approximately R1,000 on mobile data since Monday — a cost that is simply not sustainable. - My daughter is at home studying for her university exams. This is not a minor inconvenience.

I understand that Mweb relies on OpenServe as the underlying fibre provider. However, the responsibility to manage that relationship and advocate for your customers sits with Mweb. What I find difficult to accept is that neighbours in the same area, also on OpenServe infrastructure, have had no disruption whatsoever. That tells me this is not a widespread OpenServe outage — it is a specific fault that should be receiving far more attention than it currently is.

I am asking Mweb to do the following:

1. Provide a clear, honest update on the status of this fault and an estimated resolution time. 2. Escalate this with OpenServe as a priority fault. 3. Propose a solution — whether that means exploring an alternative infrastructure provider for my line, a temporary arrangement, or compensation for the mobile data costs incurred.

If Mweb is unable to resolve this or provide meaningful engagement, I will have no choice but to reconsider my relationship with Mweb entirely and explore other providers.

I do not raise this lightly. I raise it because a business built on reliable connectivity cannot afford to leave customers in silence. Every day this remains unresolved is reputational damage that is difficult to recover.

I look forward to a prompt and substantive response. And the default response of "I will take between X number of business days, Openservice is still within their SLA" is not the expected response.

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Replies (1)
Mweb
Mweb's reply30 Mar 2026, 08:49
Official
Morning  Riaan. Thank you for sharing the detailed context regarding the fibre disruption affecting your line. We completely understand the impact this has had, particularly on your daughter's preparations for university exams, and the additional costs you’ve incurred from using mobile data. Your experience is important to us, and we want to ensure you feel fully supported. Here’s the current update on your outage: 
  • Outage ID: 154323 
  • Affected Areas: Metsimaholo, Sasolburg, Vaal Park 
  • Logged: 29 March 2026, 08:17 
  • Current Status: Our teams are actively investigating this as a priority fault with Openserve to restore your service as quickly as possible. 
We are escalating this directly with Openserve, given that this appears to be specific to your connection rather than a widespread area outage. While we rely on Openserve’s infrastructure, Mweb takes full responsibility for advocating on your behalf and monitoring the resolution process until your service is fully restored. What you can do in the meantime: Next steps from Mweb:
Your area outage has been escalated as a priority fault with Openserve.  We value your trust in Mweb and understand the importance of uninterrupted connectivity. Our commitment is to keep you informed every step of the way and resolve this matter as swiftly as possible. 

Thank you for your patience and for allowing us the opportunity to address this issue comprehensively. 
Kind regards,
The Mweb Team