NS
Nick S

1 reviews | Active since Jun 2018

02 Sept 2026, 10:30

Long-Standing Customer, but Impossible to Get Support

I’ve been an Mweb customer for well over a decade and have spent a significant amount of money with the company over the years, but unfortunately, it has reached a point where it seems almost impossible to get any form of customer service. Over the past three days, I have spent hours waiting in the support queue, on some occasions for more than two hours, while simultaneously trying to contact support through the live chat service. Despite this, I have not received a single response. I am now at a complete loss as to what I am expected to do to obtain support from a company that I have been a loyal, paying customer of for so many years.

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Replies (9)
Mweb
Mweb's reply02 Sept 2026, 10:36
Official
Hi Nick, 
We understand how frustrating and disappointing this must be, especially after more than a decade as an Mweb customer. Spending hours waiting for assistance over several days, including waits of more than two hours and no response through live chat, is understandably not the level of support you should expect.We’d like the opportunity to assist with your outstanding concern. Please send us a private message with more details about the issue you need help with, and we’ll do our best to point you in the right direction.Kind regards,
The Mweb Team

Best regards,

NS
Nick S's update02 Sept 2026, 11:20
Reviewer Update
Hi, thank you. My mother, whom I assist with her account, is also an MWEB customer. Her customer ID is ***, and the service is at 12 Breena Street, Harmelia, Germiston. When connected to her MWEB fibre/Wi-Fi, she is unable to access roulas.co.za from either her computer or her phone. However, as soon as she switches her phone to mobile data, or connects her computer via her phone’s mobile data hotspot, the website works perfectly. I have also tested the website from several other internet connections and can access it without any issues, and as soon as I go to her house and my mobile connects to her Wi-Fi, I also cannot get to that URL, so the problem appears to be specific to her MWEB fibre connection. This is not the first time we have experienced this issue over the years, and we have previously reported it to MWEB. The website was accessible without any problems from her home connection until approximately two weeks ago, but since then we have been unable to access the URL at all via her MWEB fibre. Could you please investigate what may be blocking or preventing access to this domain from her connection? 
Mweb
Mweb's reply02 Sept 2026, 13:57
Official
Hi Nick, 
Thank you for the detailed information and for already providing the service details. We understand how frustrating it is that roulas.co.za was accessible from the MWEB fibre connection previously, but has been unreachable for the past two weeks, while the same website works normally over other internet connections.Based on the testing you’ve done, the issue does appear to be specific to the MWEB connection rather than the website itself. As a first step, please restart the fibre router by switching it off at the power for about 30 seconds and then switching it back on. Once the connection is restored, please try accessing the website again.If the website remains inaccessible, please let us know whether you receive an error message when trying to open the URL. This will help us narrow down whether the issue may be related to DNS resolution, routing, or another connection-level restriction and guide you through the appropriate next step.Kind regards,
The Mweb Team

Best regards,

NS
Nick S's update02 Sept 2026, 16:07
Reviewer Update
Hi, we had already followed this process, with our most recent attempt being yesterday. However, as requested, we have gone through the process again today, and unfortunately we are still unable to access the page.  When attempting to access roulas.co.za, the connection times out and the website does not load. The browser displays the following error: Hmmm... can't reach this page “roulas.co.za took too long to respond – ERR_CONNECTION_TIMED_OUT.” 
Mweb
Mweb's reply02 Sept 2026, 16:10
Official
Hi Nick,Thank you for confirming the troubleshooting already completed. We understand how frustrating it is to keep repeating the same steps when roulas.co.za is still timing out with an ERR_CONNECTION_TIMED_OUT error.As the issue appears to be specific to this website, there are a few more useful checks we can try to narrow down where the problem is occurring:• Test the website on mobile data: If possible, disconnect from the MWEB connection and open roulas.co.za using mobile data. If it loads on mobile data but not on MWEB, this helps narrow the issue down to the MWEB connection, DNS or routing rather than the website itself.• Try a different DNS server: Your device may be using a DNS resolver that is having difficulty resolving or reaching the domain. You can test with a public DNS service such as Google DNS (8.8.8.8 / 8.8.4.4) or Cloudflare DNS (1.1.1.1 / 1.0.0.1).• Test from another device on the same MWEB connection: If the website times out across multiple devices, this points away from a browser-specific issue and gives us a clearer indication that the connection or route to the website needs to be investigated.• Check whether other websites are working normally: If other websites load without any issues while only roulas.co.za times out, please let us know. This distinction is useful when investigating whether the issue relates to the specific destination rather than your overall connectivity.If the website works on another network but continues to time out across multiple devices on MWEB, please send us a private message with your MWEB account details, the approximate time of the failed attempts and, if possible, the public IP address shown while connected to MWEB. This will give our Technical Team more information to investigate the route to the website rather than repeating the basic troubleshooting.We appreciate you working through the checks with us, and we’d like to get to the root of why this particular site is not reachable from your connection. 
Kind regards,
The MWEB Team

Best regards,

NS
Nick S's update02 Sept 2026, 16:31
Reviewer Update
Hi, I don’t think the previous thread has been fully reviewed, as I have already explained that the issue occurs only when connecting through my mother’s MWEB connection. We have also already completed the troubleshooting steps you are now asking us to repeat and provided the results previously. The website works perfectly when using mobile data and from devices connected to other networks; however, any device connected to my mother’s MWEB Wi-Fi is unable to access the site. This clearly indicates that the issue is specific to her MWEB connection, so I would appreciate it if this could now be investigated from that perspective rather than asking us to repeat troubleshooting that has already been completed. 

With respect to the suggestion of trying an alternative DNS server, the website is already resolving correctly to 169.239.218.60 from both connections, so DNS does not appear to be the issue. For comparison, when I run a traceroute from my own MWEB connection (from IP 197.89.12.67), where I can successfully access the website, the trace completes all the way to the destination server:

Tracing route to roulas.co.za [169.239.218.60]
over a maximum of 30 hops:

  1     *       1 ms     1 ms  TUF-AX5*** [192.168.1.1]
  2     4 ms     3 ms     3 ms  197.83.230.1
  3     6 ms     4 ms    34 ms  168-210-5-245.ipv4.as20011.net [168.210.5.245]
  4     4 ms     4 ms     5 ms  za-gp-tis-bb-bng-1.as20011.net [168.210.5.234]
  5     5 ms     4 ms     *     168-210-5-88.mweb.ipv4.as20011.net [168.210.5.88]
  6     4 ms     5 ms     5 ms  41.193.230.2
  7     4 ms     4 ms     4 ms  shared-fw01.domains.co.za [169.239.216.236]
  8     8 ms     4 ms     5 ms  cp60.domains.co.za [169.239.218.60]

However, when running the same traceroute from my mother’s MWEB connection (from IP 197.90.206.72), where the website cannot be accessed, I get the following: 

Tracing route to roulas.co.za [169.239.218.60]
over a maximum of 30 hops:

  1     1 ms     2 ms     1 ms  home [192.168.1.1]
  2     *        *        *     Request timed out.
  3    25 ms     3 ms     4 ms  197.80.97.101
  4     3 ms     3 ms     3 ms  za-gp-tis-bb-bng-2.as20011.net [168.210.5.126]
  5     *        *        *     Request timed out.
  6     3 ms     2 ms     2 ms  diamatrix.jinx.net.za [196.60.96.115]
  7     2 ms     2 ms     3 ms  shared-fw01.domains.co.za [169.239.216.236]
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
10     *        *        *     Request timed out.
11     *        *        *     Request timed out.
12     *        *        *     Request timed out.
13     *        *        *     Request timed out.
14     *        *        *     Request timed out.

The important point is that both connections resolve roulas.co.za to exactly the same IP address, 169.239.218.60, so changing DNS is unlikely to address this issue. 

The difference is that from my working MWEB connection, the trace progresses through shared-fw01.domains.co.za [169.239.216.236] and then successfully reaches the destination server 169.239.218.60. From my mother’s MWEB connection, the trace also successfully reaches shared-fw01.domains.co.za [169.239.216.236], but does not progress beyond that point and subsequently times out. 

Combined with the fact that the website works from mobile data and other internet connections, but not from any device using my mother’s MWEB connection, this appears to point to a connectivity/routing or filtering issue associated with her particular MWEB connection/source IP, rather than a DNS or device issue. 

Could you please escalate this to your network team for investigation rather than continuing with DNS or end-device troubleshooting? 

Kind regards
Nick
Mweb
Mweb's reply02 Sept 2026, 16:45
Official
Hi Nick,Thank you for the detailed information and for providing the traceroute results. We understand your frustration, especially as you’ve already completed the troubleshooting steps and clearly demonstrated that the issue is isolated to your mother’s MWEB connection rather than the devices or DNS resolution.We’ve escalated the matter to our Technical Team to investigate the connectivity to roulas.co.za from her MWEB connection, including the routing/path and connection-specific behaviour highlighted in your testing. The team will review the information provided and advise on their findings and the appropriate next steps.Kind regards,
The Mweb Team

Best regards,

NS
Nick S's update05 Sept 2026, 16:08
Reviewer Update
Hi, please note I contacted domains .co.za and they have removed the IP block. Everything is now working.

Kind regards
Nick
Mweb
Mweb's reply07 Sept 2026, 14:51
Official
Hello Nick

Thank you so much for your update.

Kind regards, 
The Mweb Team

Best regards,