mH
maryann H
1 reviews | Active since Jun 2026
11 Jun 2026, 14:38
MWEB AND VUMATEL NOT HELPING
It is now 17 days that my download and upload speed is not working, and I just don't seem to get help from Mweb and Vumatel.
Maybe they think i am invisible and my emails, whatsApps and calls are all invisible. maybe by some miracle they will WAKE UP AND HELP CLIENTS.
Oh boy oh boy what shoddy service, very disappointed client
Helpful (0)
Replies (3)0
Replies (3)
Mweb's replyOfficial
11 Jun 2026, 15:49Hello Maryann Seventeen days of degraded speeds, combined with the effort you have already put into emails, calls, and WhatsApp, is understandably exhausting. When it starts to feel like you are not being heard, it takes away from the confidence you should have in your service, and that is not the experience we stand for.Let’s take clear, focused steps to get this resolved properly.Please share the registered email address linked to your account via private message so we can locate your profile and take ownership of the issue without any further delays.
Immediate troubleshooting steps (and why they matter):1. Test via a wired (LAN) connection
Connect a device directly to the router using an Ethernet cable and run a speed test.
This helps us determine whether the issue is Wi-Fi related or affecting the actual fibre line. Wi-Fi can be influenced by interference, whereas a LAN test reflects true line performance.2. Perform a full power cycle (correct sequence)
Look for any red lights, flashing indicators, or loss of signal lights on the fibre box.
These indicators can point to a line fault or signal drop from the network provider, which requires escalation to the fibre operator.4. Test across multiple devices
Run speed tests on at least two different devices.
If only one device is affected, the issue may be device-specific rather than network-related.5. Monitor time-based patterns
Take note if speeds drop at certain times of the day.
This helps identify possible network congestion or peak-time performance constraints, which require targeted investigation.6. Pause high-usage activity
Streaming, downloads, or cloud backups can consume bandwidth.
Testing while these are paused ensures we are measuring actual available speed and not usage-related limitations.While these steps often help stabilise performance or isolate the cause, they are not definitive on their own. The most accurate resolution comes from combining your test results with a deeper line investigation.We are committed to restoring your connection to the level of performance you expect, with clear communication and proper follow-through from here. We are here for you via private message.
Kind regards,
The Mweb Team
Immediate troubleshooting steps (and why they matter):1. Test via a wired (LAN) connection
Connect a device directly to the router using an Ethernet cable and run a speed test.
This helps us determine whether the issue is Wi-Fi related or affecting the actual fibre line. Wi-Fi can be influenced by interference, whereas a LAN test reflects true line performance.2. Perform a full power cycle (correct sequence)
- Switch off the router and fibre ONT
- Wait 2 to 3 minutes
- Turn the ONT back on first and allow all lights to stabilise
- Then power on the router
This refreshes your session on the network and clears any stuck configurations that may be impacting speed.
Look for any red lights, flashing indicators, or loss of signal lights on the fibre box.
These indicators can point to a line fault or signal drop from the network provider, which requires escalation to the fibre operator.4. Test across multiple devices
Run speed tests on at least two different devices.
If only one device is affected, the issue may be device-specific rather than network-related.5. Monitor time-based patterns
Take note if speeds drop at certain times of the day.
This helps identify possible network congestion or peak-time performance constraints, which require targeted investigation.6. Pause high-usage activity
Streaming, downloads, or cloud backups can consume bandwidth.
Testing while these are paused ensures we are measuring actual available speed and not usage-related limitations.While these steps often help stabilise performance or isolate the cause, they are not definitive on their own. The most accurate resolution comes from combining your test results with a deeper line investigation.We are committed to restoring your connection to the level of performance you expect, with clear communication and proper follow-through from here. We are here for you via private message.
Kind regards,
The Mweb Team
Best regards,
Mweb's reply11 Jun 2026, 15:49
Official
Hello Maryann Seventeen days of degraded speeds, combined with the effort you have already put into emails, calls, and WhatsApp, is understandably exhausting. When it starts to feel like you are not being heard, it takes away from the confidence you should have in your service, and that is not the experience we stand for.Let’s take clear, focused steps to get this resolved properly.Please share the registered email address linked to your account via private message so we can locate your profile and take ownership of the issue without any further delays.
Immediate troubleshooting steps (and why they matter):1. Test via a wired (LAN) connection
Connect a device directly to the router using an Ethernet cable and run a speed test.
This helps us determine whether the issue is Wi-Fi related or affecting the actual fibre line. Wi-Fi can be influenced by interference, whereas a LAN test reflects true line performance.2. Perform a full power cycle (correct sequence)
Look for any red lights, flashing indicators, or loss of signal lights on the fibre box.
These indicators can point to a line fault or signal drop from the network provider, which requires escalation to the fibre operator.4. Test across multiple devices
Run speed tests on at least two different devices.
If only one device is affected, the issue may be device-specific rather than network-related.5. Monitor time-based patterns
Take note if speeds drop at certain times of the day.
This helps identify possible network congestion or peak-time performance constraints, which require targeted investigation.6. Pause high-usage activity
Streaming, downloads, or cloud backups can consume bandwidth.
Testing while these are paused ensures we are measuring actual available speed and not usage-related limitations.While these steps often help stabilise performance or isolate the cause, they are not definitive on their own. The most accurate resolution comes from combining your test results with a deeper line investigation.We are committed to restoring your connection to the level of performance you expect, with clear communication and proper follow-through from here. We are here for you via private message.
Kind regards,
The Mweb Team
Immediate troubleshooting steps (and why they matter):1. Test via a wired (LAN) connection
Connect a device directly to the router using an Ethernet cable and run a speed test.
This helps us determine whether the issue is Wi-Fi related or affecting the actual fibre line. Wi-Fi can be influenced by interference, whereas a LAN test reflects true line performance.2. Perform a full power cycle (correct sequence)
- Switch off the router and fibre ONT
- Wait 2 to 3 minutes
- Turn the ONT back on first and allow all lights to stabilise
- Then power on the router
This refreshes your session on the network and clears any stuck configurations that may be impacting speed.
Look for any red lights, flashing indicators, or loss of signal lights on the fibre box.
These indicators can point to a line fault or signal drop from the network provider, which requires escalation to the fibre operator.4. Test across multiple devices
Run speed tests on at least two different devices.
If only one device is affected, the issue may be device-specific rather than network-related.5. Monitor time-based patterns
Take note if speeds drop at certain times of the day.
This helps identify possible network congestion or peak-time performance constraints, which require targeted investigation.6. Pause high-usage activity
Streaming, downloads, or cloud backups can consume bandwidth.
Testing while these are paused ensures we are measuring actual available speed and not usage-related limitations.While these steps often help stabilise performance or isolate the cause, they are not definitive on their own. The most accurate resolution comes from combining your test results with a deeper line investigation.We are committed to restoring your connection to the level of performance you expect, with clear communication and proper follow-through from here. We are here for you via private message.
Kind regards,
The Mweb Team
Best regards,
mH
maryann H's updateReviewer Update
11 Jun 2026, 15:58Thanks for your reply, I have done all of the above and it is still not working. I have also done all of the above with mweb and still nothing happens. I have asked for a technician to come out to my premises, and nothing happens i just get emails and messages from Vumatel advising fault restored.
i am now looking at tsking alternative steps to have this rectified or change to another service provider
i am now looking at tsking alternative steps to have this rectified or change to another service provider
mH
maryann H's update11 Jun 2026, 15:58
Reviewer Update
Thanks for your reply, I have done all of the above and it is still not working. I have also done all of the above with mweb and still nothing happens. I have asked for a technician to come out to my premises, and nothing happens i just get emails and messages from Vumatel advising fault restored.
i am now looking at tsking alternative steps to have this rectified or change to another service provider
i am now looking at tsking alternative steps to have this rectified or change to another service provider
Mweb's replyOfficial
11 Jun 2026, 16:09Hello Maryann,
Thank you for reaching out and for your patience while trying to resolve this ongoing issue. We understand how frustrating it must be to have already gone through multiple troubleshooting steps, replaced equipment, and still be without a working connection. Being stuck in this situation can be incredibly discouraging. This isn’t how your service should be performing, especially after all the effort you’ve already put in. We’ve received confirmation that the network provider has provisioned the line and now requires speed test results and traceroutes (with screenshots) to continue diagnosing the issue. To move this forward, our Faults Follow‑up Team will be arranging a technical callback, where a specialist will assist you step‑by‑step to complete these checks and ensure the case progresses toward a permanent resolution.
We’ll continue to follow up internally to ensure meaningful progress is made and that your connection is restored as soon as possible.
Kind regards,
Mweb Team
Thank you for reaching out and for your patience while trying to resolve this ongoing issue. We understand how frustrating it must be to have already gone through multiple troubleshooting steps, replaced equipment, and still be without a working connection. Being stuck in this situation can be incredibly discouraging. This isn’t how your service should be performing, especially after all the effort you’ve already put in. We’ve received confirmation that the network provider has provisioned the line and now requires speed test results and traceroutes (with screenshots) to continue diagnosing the issue. To move this forward, our Faults Follow‑up Team will be arranging a technical callback, where a specialist will assist you step‑by‑step to complete these checks and ensure the case progresses toward a permanent resolution.
We’ll continue to follow up internally to ensure meaningful progress is made and that your connection is restored as soon as possible.
Kind regards,
Mweb Team
Best regards,
Mweb's reply11 Jun 2026, 16:09
Official
Hello Maryann,
Thank you for reaching out and for your patience while trying to resolve this ongoing issue. We understand how frustrating it must be to have already gone through multiple troubleshooting steps, replaced equipment, and still be without a working connection. Being stuck in this situation can be incredibly discouraging. This isn’t how your service should be performing, especially after all the effort you’ve already put in. We’ve received confirmation that the network provider has provisioned the line and now requires speed test results and traceroutes (with screenshots) to continue diagnosing the issue. To move this forward, our Faults Follow‑up Team will be arranging a technical callback, where a specialist will assist you step‑by‑step to complete these checks and ensure the case progresses toward a permanent resolution.
We’ll continue to follow up internally to ensure meaningful progress is made and that your connection is restored as soon as possible.
Kind regards,
Mweb Team
Thank you for reaching out and for your patience while trying to resolve this ongoing issue. We understand how frustrating it must be to have already gone through multiple troubleshooting steps, replaced equipment, and still be without a working connection. Being stuck in this situation can be incredibly discouraging. This isn’t how your service should be performing, especially after all the effort you’ve already put in. We’ve received confirmation that the network provider has provisioned the line and now requires speed test results and traceroutes (with screenshots) to continue diagnosing the issue. To move this forward, our Faults Follow‑up Team will be arranging a technical callback, where a specialist will assist you step‑by‑step to complete these checks and ensure the case progresses toward a permanent resolution.
We’ll continue to follow up internally to ensure meaningful progress is made and that your connection is restored as soon as possible.
Kind regards,
Mweb Team
Best regards,