NS
Neil S
1 reviews | Active since Oct 2011
22 Apr 2026, 18:49
ISP without internet
It was a nightmare getting my service connected in the first place. My home was without fiber for weeks between switching providers. Now after only a few weeks of average service and double billing and countless hours on hold on the telephone at great cost to myself.. now my service was terminated because of my account allegedly being in arrears.. which it is not. There is a debit order in place and next payment due on the 1st of May. Again we’re without internet. You should be ashamed of this horrible customer service.. If I could post a zero stars I would. Your chat service is atrocious. Your service is abysmal.
Helpful (0)
Replies (12)0
Replies (12)
Mweb's replyOfficial
23 Apr 2026, 08:21Hi Neil,
Thank you for taking the time to share your experience. We truly understand how frustrating and distressing this situation has been, especially after being without fibre for an extended period, dealing with billing concerns, and now experiencing an unexpected service termination. We sincerely regret the inconvenience and impact this has had on you, and acknowledge that this is not the level of service we aim to provide.
The team responsible for Vumatel line reconnections has escalated the matter as a priority and is actively working on restoring the service. Ongoing monitoring is in place, and feedback will be shared immediately once the connection is restored.
Your feedback regarding the connection delays, billing concerns, call waiting times, and chat support experience will be shared with our Service Quality Team for review and improvement, as this helps us address gaps and prevent similar experiences going forward.
Should you require any further assistance or updates in the meantime, please feel free to continue engaging with us via Hello Peter and the team will gladly assist.
Kind regards,
Mweb Team
Thank you for taking the time to share your experience. We truly understand how frustrating and distressing this situation has been, especially after being without fibre for an extended period, dealing with billing concerns, and now experiencing an unexpected service termination. We sincerely regret the inconvenience and impact this has had on you, and acknowledge that this is not the level of service we aim to provide.
The team responsible for Vumatel line reconnections has escalated the matter as a priority and is actively working on restoring the service. Ongoing monitoring is in place, and feedback will be shared immediately once the connection is restored.
Your feedback regarding the connection delays, billing concerns, call waiting times, and chat support experience will be shared with our Service Quality Team for review and improvement, as this helps us address gaps and prevent similar experiences going forward.
Should you require any further assistance or updates in the meantime, please feel free to continue engaging with us via Hello Peter and the team will gladly assist.
Kind regards,
Mweb Team
Best regards,
Mweb's reply23 Apr 2026, 08:21
Official
Hi Neil,
Thank you for taking the time to share your experience. We truly understand how frustrating and distressing this situation has been, especially after being without fibre for an extended period, dealing with billing concerns, and now experiencing an unexpected service termination. We sincerely regret the inconvenience and impact this has had on you, and acknowledge that this is not the level of service we aim to provide.
The team responsible for Vumatel line reconnections has escalated the matter as a priority and is actively working on restoring the service. Ongoing monitoring is in place, and feedback will be shared immediately once the connection is restored.
Your feedback regarding the connection delays, billing concerns, call waiting times, and chat support experience will be shared with our Service Quality Team for review and improvement, as this helps us address gaps and prevent similar experiences going forward.
Should you require any further assistance or updates in the meantime, please feel free to continue engaging with us via Hello Peter and the team will gladly assist.
Kind regards,
Mweb Team
Thank you for taking the time to share your experience. We truly understand how frustrating and distressing this situation has been, especially after being without fibre for an extended period, dealing with billing concerns, and now experiencing an unexpected service termination. We sincerely regret the inconvenience and impact this has had on you, and acknowledge that this is not the level of service we aim to provide.
The team responsible for Vumatel line reconnections has escalated the matter as a priority and is actively working on restoring the service. Ongoing monitoring is in place, and feedback will be shared immediately once the connection is restored.
Your feedback regarding the connection delays, billing concerns, call waiting times, and chat support experience will be shared with our Service Quality Team for review and improvement, as this helps us address gaps and prevent similar experiences going forward.
Should you require any further assistance or updates in the meantime, please feel free to continue engaging with us via Hello Peter and the team will gladly assist.
Kind regards,
Mweb Team
Best regards,
NS
Neil S's updateReviewer Update
23 Apr 2026, 14:07I’ve had no correspondence from anyone at Mweb. May I please have a reference number for this line reconnection.
NS
Neil S's update23 Apr 2026, 14:07
Reviewer Update
I’ve had no correspondence from anyone at Mweb. May I please have a reference number for this line reconnection.
Mweb's replyOfficial
23 Apr 2026, 14:28 Hello Neil.
The ticket linked to the activation request is ref#MWB***5. This ticket refers to a support interaction yesterday at 12:43 pm.
Kind regards,
Mweb Team
The ticket linked to the activation request is ref#MWB***5. This ticket refers to a support interaction yesterday at 12:43 pm.
Kind regards,
Mweb Team
Best regards,
Mweb's reply23 Apr 2026, 14:28
Official
Hello Neil.
The ticket linked to the activation request is ref#MWB***5. This ticket refers to a support interaction yesterday at 12:43 pm.
Kind regards,
Mweb Team
The ticket linked to the activation request is ref#MWB***5. This ticket refers to a support interaction yesterday at 12:43 pm.
Kind regards,
Mweb Team
Best regards,
Mweb's replyOfficial
23 Apr 2026, 14:28 Hello Neil.
The ticket linked to the activation request is ref#MWB***5. This ticket refers to a support interaction yesterday at 12:43 pm.
Kind regards,
Mweb Team
The ticket linked to the activation request is ref#MWB***5. This ticket refers to a support interaction yesterday at 12:43 pm.
Kind regards,
Mweb Team
Best regards,
Mweb's reply23 Apr 2026, 14:28
Official
Hello Neil.
The ticket linked to the activation request is ref#MWB***5. This ticket refers to a support interaction yesterday at 12:43 pm.
Kind regards,
Mweb Team
The ticket linked to the activation request is ref#MWB***5. This ticket refers to a support interaction yesterday at 12:43 pm.
Kind regards,
Mweb Team
Best regards,
NS
Neil S's updateReviewer Update
24 Apr 2026, 10:443 days still no action. Will I be reimbursed for days without internet? Vumatel have no record of a reactivation order.. It’s impossible to get anyone on the line. You say that this is not the level of servile that you want to provide?? Well prove it..
NS
Neil S's update24 Apr 2026, 10:44
Reviewer Update
3 days still no action. Will I be reimbursed for days without internet? Vumatel have no record of a reactivation order.. It’s impossible to get anyone on the line. You say that this is not the level of servile that you want to provide?? Well prove it..
Mweb's replyOfficial
24 Apr 2026, 10:50Hi Neil, we understand your frustration, especially with the delay in reactivation and the lack of visibility from the fibre provider side. Being without internet for multiple days, and struggling to reach support, is not the experience we want for you. Our Activations Team is currently working on resolving this with the fibre provider and confirming the reactivation status directly with them. We’re pushing for clear confirmation so we can get your service restored as soon as possible. We’ll provide you with feedback as soon as we receive an update from the activation process. Kind regards,
The Mweb Team
The Mweb Team
Best regards,
Mweb's reply24 Apr 2026, 10:50
Official
Hi Neil, we understand your frustration, especially with the delay in reactivation and the lack of visibility from the fibre provider side. Being without internet for multiple days, and struggling to reach support, is not the experience we want for you. Our Activations Team is currently working on resolving this with the fibre provider and confirming the reactivation status directly with them. We’re pushing for clear confirmation so we can get your service restored as soon as possible. We’ll provide you with feedback as soon as we receive an update from the activation process. Kind regards,
The Mweb Team
The Mweb Team
Best regards,
NS
Neil S's updateReviewer Update
24 Apr 2026, 11:14Right now I’m paying for a service that I’m not getting. At no fault of my own I might add. What about reimbur*****t?
NS
Neil S's update24 Apr 2026, 11:14
Reviewer Update
Right now I’m paying for a service that I’m not getting. At no fault of my own I might add. What about reimbur*****t?
Mweb's replyOfficial
24 Apr 2026, 11:16Hi Neil. we understand your concern, especially as you’re currently being billed for a service that isn’t active, and this is through no fault on your side. That’s completely fair. Our Activations Team is still working with the fibre provider to restore your service as a priority. Alongside this, they will also investigate the downtime period and confirm the applicable credit for the time you were without service. We’ll ensure you receive clear feedback on both the activation outcome and the credit assessment as soon as it’s finalised. Kind regards,
The Mweb Team
The Mweb Team
Best regards,
Mweb's reply24 Apr 2026, 11:16
Official
Hi Neil. we understand your concern, especially as you’re currently being billed for a service that isn’t active, and this is through no fault on your side. That’s completely fair. Our Activations Team is still working with the fibre provider to restore your service as a priority. Alongside this, they will also investigate the downtime period and confirm the applicable credit for the time you were without service. We’ll ensure you receive clear feedback on both the activation outcome and the credit assessment as soon as it’s finalised. Kind regards,
The Mweb Team
The Mweb Team
Best regards,
NS
Neil S's updateReviewer Update
28 Apr 2026, 14:56Again no fiber.. instead of a rebate additional charges added to my next bill. What for?? Now the fiber connection is off again..
NS
Neil S's update28 Apr 2026, 14:56
Reviewer Update
Again no fiber.. instead of a rebate additional charges added to my next bill. What for?? Now the fiber connection is off again..
Mweb's replyOfficial
28 Apr 2026, 15:10Hello Neil. We understand how frustrating it is to experience repeated fibre interruptions, especially when billing does not align with your expectations. That combination is understandably concerning and needs a clear resolution.To help us diagnose the connection issue accurately, please confirm which light indicators on your Vumatel device and router are red. These lights give us real-time insight into whether the issue is related to the line, signal, or equipment, allowing us to guide the correct fix without delay.Please share this information along with your account details via private message so we can investigate both the connectivity and billing concerns and move this forward for you as a priority.We are here to assist and are committed to getting this resolved properly.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,
Mweb's reply28 Apr 2026, 15:10
Official
Hello Neil. We understand how frustrating it is to experience repeated fibre interruptions, especially when billing does not align with your expectations. That combination is understandably concerning and needs a clear resolution.To help us diagnose the connection issue accurately, please confirm which light indicators on your Vumatel device and router are red. These lights give us real-time insight into whether the issue is related to the line, signal, or equipment, allowing us to guide the correct fix without delay.Please share this information along with your account details via private message so we can investigate both the connectivity and billing concerns and move this forward for you as a priority.We are here to assist and are committed to getting this resolved properly.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,
NS
Neil S's updateReviewer Update
28 Apr 2026, 15:15The router light is solid green and the Vuma fiber box is a solid blue light and blinking green at FX and LAN1. There are no red lights..
My account number is ***8
My account number is ***8
NS
Neil S's update28 Apr 2026, 15:15
Reviewer Update
The router light is solid green and the Vuma fiber box is a solid blue light and blinking green at FX and LAN1. There are no red lights..
My account number is ***8
My account number is ***8
Mweb's replyOfficial
28 Apr 2026, 15:34Hi Neil,
Thank you for confirming the router and fibre light status.
The IP address has been refreshed, which should allow the connection to come back up. Please restart the router, wait for the lights to stabilise, and then test your internet connection once everything is back on. If the connection does not restore after this step, please reach out to us via direct message on Hello Peter so we can continue assisting you.
Kind regards,
Mweb Team
Thank you for confirming the router and fibre light status.
The IP address has been refreshed, which should allow the connection to come back up. Please restart the router, wait for the lights to stabilise, and then test your internet connection once everything is back on. If the connection does not restore after this step, please reach out to us via direct message on Hello Peter so we can continue assisting you.
Kind regards,
Mweb Team
Best regards,
Mweb's reply28 Apr 2026, 15:34
Official
Hi Neil,
Thank you for confirming the router and fibre light status.
The IP address has been refreshed, which should allow the connection to come back up. Please restart the router, wait for the lights to stabilise, and then test your internet connection once everything is back on. If the connection does not restore after this step, please reach out to us via direct message on Hello Peter so we can continue assisting you.
Kind regards,
Mweb Team
Thank you for confirming the router and fibre light status.
The IP address has been refreshed, which should allow the connection to come back up. Please restart the router, wait for the lights to stabilise, and then test your internet connection once everything is back on. If the connection does not restore after this step, please reach out to us via direct message on Hello Peter so we can continue assisting you.
Kind regards,
Mweb Team
Best regards,