Item: Mweb
Rating: 1
Author: Thora H

Mweb's replyOfficial

26 May 2026, 08:56

Hi Thora, Thank you for taking the time to share this. The experience described is understandably frustrating, especially being without fibre for several hours, spending extended time in queues across multiple support channels, and still not getting clear resolution so soon after signup. To properly resolve the repeated fibre downtime, this needs to be logged as a fault and escalated to a specialised third-party technical support team. They will run full diagnostics on the line to determine whether the issue is related to fibre infrastructure in your area, ONT/router authentication, or a physical line fault requiring intervention, and will take ownership of the investigation until it is resolved. Please note that if a technician visit finds the issue is caused by equipment on the premises or any damage on the property (for example: a cable is unplugged, or equipment damage due to pets or renovations), an unnecessary callout fee (UCOC) will apply. All line faults have a turnaround time of 3–6 working days. Before proceeding, please confirm whether the fault can be logged and escalated on your behalf. On the billing side, the service was signed up online on the R739 package, which included a promotional discount for the first three months. During this period, billing reflects the discounted rate as per the offer structure before reverting to the standard package pricing thereafter. Kind regards,
The Mweb Team

Mweb's reply26 May 2026, 08:56

Official

Hi Thora, Thank you for taking the time to share this. The experience described is understandably frustrating, especially being without fibre for several hours, spending extended time in queues across multiple support channels, and still not getting clear resolution so soon after signup. To properly resolve the repeated fibre downtime, this needs to be logged as a fault and escalated to a specialised third-party technical support team. They will run full diagnostics on the line to determine whether the issue is related to fibre infrastructure in your area, ONT/router authentication, or a physical line fault requiring intervention, and will take ownership of the investigation until it is resolved. Please note that if a technician visit finds the issue is caused by equipment on the premises or any damage on the property (for example: a cable is unplugged, or equipment damage due to pets or renovations), an unnecessary callout fee (UCOC) will apply. All line faults have a turnaround time of 3–6 working days. Before proceeding, please confirm whether the fault can be logged and escalated on your behalf. On the billing side, the service was signed up online on the R739 package, which included a promotional discount for the first three months. During this period, billing reflects the discounted rate as per the offer structure before reverting to the standard package pricing thereafter. Kind regards,
The Mweb Team

TH

Thora H's updateReviewer Update

28 May 2026, 09:45

Thank you for your response Mweb Team. However our fibre miraculously came online again, without my neighbour or myself logging a fault. Please explain this? AGAIN today I have no fibre and I work from home and frustratingly have to hotspot off my phone. Please explain my fibre being down again? From 5am eyes open to now 9:45am no fibre! As for my billing, my installation took place in April, why am I being billed over R600? This intermittent downtime is affecting my business and my children's homeschooling, not too mention costing me money in data. I left Vodacom for Mweb on recommendation from a friend. Clearly this was a mistake. If you want to retain my business I suggest a full log report on my connectivity and downtime dates and times from inception date sent to me via email, and the explanations on my downtime. I want a name on the email, so I know whom I am dealing with.

TH

Thora H's update28 May 2026, 09:45

Reviewer Update

Thank you for your response Mweb Team. However our fibre miraculously came online again, without my neighbour or myself logging a fault. Please explain this? AGAIN today I have no fibre and I work from home and frustratingly have to hotspot off my phone. Please explain my fibre being down again? From 5am eyes open to now 9:45am no fibre! As for my billing, my installation took place in April, why am I being billed over R600? This intermittent downtime is affecting my business and my children's homeschooling, not too mention costing me money in data. I left Vodacom for Mweb on recommendation from a friend. Clearly this was a mistake. If you want to retain my business I suggest a full log report on my connectivity and downtime dates and times from inception date sent to me via email, and the explanations on my downtime. I want a name on the email, so I know whom I am dealing with.

Mweb's replyOfficial

28 May 2026, 11:22

Hi Thora Thank you for taking the time to share this in detail. We understand how disruptive this has been, especially when you rely on a stable connection for both work and your children’s schooling.From a technical perspective, what you are describing, where the fibre drops, restores itself without a logged fault, and then drops again, could be linked to intermittent line or infrastructure instability. This can happen for a few reasons, for example:

Signal fluctuations on the fibre line between your home and the exchange
Intermittent faults on the Vumatel infrastructure
ONT or router session drops and automatic re-authentication
Environmental or physical factors affecting the line

When the connection “miraculously” comes back online, it is often due to the session re-establishing itself automatically once the signal stabilises. However, the key point is that to accurately diagnose the root cause, we need to run live troubleshooting at the exact time the connection drops. This allows us to check signal levels, session logs, and line status in real time. Without that live view, we can identify likely causes, but we cannot confirm with 100% cer*****y which factor is responsible.Regarding your current downtime since early this morning, this is something we need to actively test with you while the service is down, so we can isolate whether the fault sits with the line, the equipment, or the network.Please feel free to send us a private message for any further support.

Kind regards,
The Mweb Team

Mweb's reply28 May 2026, 11:22

Official

Hi Thora Thank you for taking the time to share this in detail. We understand how disruptive this has been, especially when you rely on a stable connection for both work and your children’s schooling.From a technical perspective, what you are describing, where the fibre drops, restores itself without a logged fault, and then drops again, could be linked to intermittent line or infrastructure instability. This can happen for a few reasons, for example:

Signal fluctuations on the fibre line between your home and the exchange
Intermittent faults on the Vumatel infrastructure
ONT or router session drops and automatic re-authentication
Environmental or physical factors affecting the line

When the connection “miraculously” comes back online, it is often due to the session re-establishing itself automatically once the signal stabilises. However, the key point is that to accurately diagnose the root cause, we need to run live troubleshooting at the exact time the connection drops. This allows us to check signal levels, session logs, and line status in real time. Without that live view, we can identify likely causes, but we cannot confirm with 100% cer*****y which factor is responsible.Regarding your current downtime since early this morning, this is something we need to actively test with you while the service is down, so we can isolate whether the fault sits with the line, the equipment, or the network.Please feel free to send us a private message for any further support.

Kind regards,
The Mweb Team

Mweb's replyOfficial

28 May 2026, 14:17

Hello Thora

We have arranged for our tech support team to review the profile and to call you to further troubleshoot the connection drop out issue directly ASAP.

Kind regards,
The Mweb Team

Mweb's reply28 May 2026, 14:17

Official

Hello Thora

We have arranged for our tech support team to review the profile and to call you to further troubleshoot the connection drop out issue directly ASAP.

Kind regards,
The Mweb Team

Mweb's replyOfficial

29 May 2026, 09:41

Hi Thora, We’re really pleased to hear that your fibre is now back online. We understand how frustrating it can be to be without connectivity, especially when it affects your day, so it’s good to know the service has been restored. Thank you for taking the time to let us know. Kind regards,
The Mweb Team

Mweb's reply29 May 2026, 09:41

Official

Hi Thora, We’re really pleased to hear that your fibre is now back online. We understand how frustrating it can be to be without connectivity, especially when it affects your day, so it’s good to know the service has been restored. Thank you for taking the time to let us know. Kind regards,
The Mweb Team

Mweb's replyOfficial

10 Jun 2026, 09:10

Hi Thora,
We can see how disruptive this must be, especially when the fibre damage appears to be linked to external civil works in your area. We understand how important it is to get this restored as quickly as possible so your connection can be brought back online.We’ve logged this with our technical team for immediate attention under reference MWB***4. The team will assess the fault and engage the relevant fibre network provider (MetroFibre) to arrange a technician for the necessary repairs.Please note that with this type of external infrastructure damage, restoration timelines are dependent on the fibre network provider’s site assessment and repair schedule, but we will continue to follow up on your behalf to ensure progress is made.We’ll keep the reference active and update you as soon as feedback is received from the technical team.Kind regards,
The Mweb Team

Mweb's reply10 Jun 2026, 09:10

Official

Hi Thora,
We can see how disruptive this must be, especially when the fibre damage appears to be linked to external civil works in your area. We understand how important it is to get this restored as quickly as possible so your connection can be brought back online.We’ve logged this with our technical team for immediate attention under reference MWB***4. The team will assess the fault and engage the relevant fibre network provider (MetroFibre) to arrange a technician for the necessary repairs.Please note that with this type of external infrastructure damage, restoration timelines are dependent on the fibre network provider’s site assessment and repair schedule, but we will continue to follow up on your behalf to ensure progress is made.We’ll keep the reference active and update you as soon as feedback is received from the technical team.Kind regards,
The Mweb Team

TH

Thora H's updateReviewer Update

12 Jun 2026, 12:00

Morning. Day 4 and still no fibre. This is ridiculous!! What am I paying for? Please cancel my subscription based on unreliable fibre connection.

TH

Thora H's update12 Jun 2026, 12:00

Reviewer Update

Morning. Day 4 and still no fibre. This is ridiculous!! What am I paying for? Please cancel my subscription based on unreliable fibre connection.

Mweb's replyOfficial

12 Jun 2026, 12:15

Hi Thora, Being without fibre for four days is incredibly disruptive, and it's understandable that you're questioning the value of the service when the connection has been unavailable for this long.We are actively following up with the Faults team regarding the outage and are pushing for feedback on the status of the fault and the progress being made towards restoring your service.We also note your request to cancel due to the ongoing disruption. Before we proceed, could you please confirm whether you would like to continue with the cancellation request, or would you prefer to wait for feedback from the Faults team regarding the restoration of the service?Kind regards,
The Mweb Team

Mweb's reply12 Jun 2026, 12:15

Official

Hi Thora, Being without fibre for four days is incredibly disruptive, and it's understandable that you're questioning the value of the service when the connection has been unavailable for this long.We are actively following up with the Faults team regarding the outage and are pushing for feedback on the status of the fault and the progress being made towards restoring your service.We also note your request to cancel due to the ongoing disruption. Before we proceed, could you please confirm whether you would like to continue with the cancellation request, or would you prefer to wait for feedback from the Faults team regarding the restoration of the service?Kind regards,
The Mweb Team

TH

Thora H's updateReviewer Update

12 Jun 2026, 17:29

Evening, when will this issue be resolved. We can physically see the fibre cable that has been uprouted from the ground and cut in half. Why has no technician been dispatched in 4 days to evaluate this? What will I be compensated for all this downtime and the data that I have had to utilize to work from home?

TH

Thora H's update12 Jun 2026, 17:29

Reviewer Update

Evening, when will this issue be resolved. We can physically see the fibre cable that has been uprouted from the ground and cut in half. Why has no technician been dispatched in 4 days to evaluate this? What will I be compensated for all this downtime and the data that I have had to utilize to work from home?

TH

Thora H's updateReviewer Update

13 Jun 2026, 17:14

5 Days and no still no fibre. Clearly my complaints are falling on deaf ears. MWeb simply do not care about their customers, they take your money and constantly tell you that they understand your frustrations. I threaten to cancel and they tell you before they proceed with the fault finding they would like to confirm if I want to proceed with the cancelation.... Just tell me you do not want my business, its that simple. My neighbour also does not have fibre for 5 days and he has also been complaining. As a Team Leader of my Neighbourhood Watch, I will definitely not be recommending Mweb to our residents, Mweb do not need our business.

TH

Thora H's update13 Jun 2026, 17:14

Reviewer Update

5 Days and no still no fibre. Clearly my complaints are falling on deaf ears. MWeb simply do not care about their customers, they take your money and constantly tell you that they understand your frustrations. I threaten to cancel and they tell you before they proceed with the fault finding they would like to confirm if I want to proceed with the cancelation.... Just tell me you do not want my business, its that simple. My neighbour also does not have fibre for 5 days and he has also been complaining. As a Team Leader of my Neighbourhood Watch, I will definitely not be recommending Mweb to our residents, Mweb do not need our business.

TH

Thora H's updateReviewer Update

14 Jun 2026, 16:16

Day 6 and the fibre technicians have arrived to repair the cable. Your response time to faults seriously has to be investigated.

TH

Thora H's update14 Jun 2026, 16:16

Reviewer Update

Day 6 and the fibre technicians have arrived to repair the cable. Your response time to faults seriously has to be investigated.

Mweb's replyOfficial

15 Jun 2026, 12:34

Hi Thora,
Thank you for your continued patience throughout this process. We understand how frustrating this experience must have been, especially with the delay in getting a technician out to repair the visibly damaged fibre cable and the impact this had on your day to day connectivity. We are glad to hear that the fibre technicians have now attended to the issue and that repair work has taken place. That said, your experience with the response time and overall handling of the fault has fallen short of the standard we aim to provide.
Your feedback will be shared with our Customer Journey Team to review and identify improvements in how faults of this nature are prioritised and resolved.
Kind regards,
Mweb Team

Mweb's reply15 Jun 2026, 12:34

Official

Hi Thora,
Thank you for your continued patience throughout this process. We understand how frustrating this experience must have been, especially with the delay in getting a technician out to repair the visibly damaged fibre cable and the impact this had on your day to day connectivity. We are glad to hear that the fibre technicians have now attended to the issue and that repair work has taken place. That said, your experience with the response time and overall handling of the fault has fallen short of the standard we aim to provide.
Your feedback will be shared with our Customer Journey Team to review and identify improvements in how faults of this nature are prioritised and resolved.
Kind regards,
Mweb Team

TH

Thora H's updateReviewer Update

18 Jun 2026, 13:48

My fibre is down again since 10am. This is now becoming ridiculous. Please send a MetroFibre team urgently!

TH

Thora H's update18 Jun 2026, 13:48

Reviewer Update

My fibre is down again since 10am. This is now becoming ridiculous. Please send a MetroFibre team urgently!

Mweb's replyOfficial

18 Jun 2026, 14:13

Hi Thora,
We understand how frustrating it must be to experience unexpected downtime, especially when your connection is needed and you are looking for immediate assistance.
We`ve checked your line and there are currently no outages detected in your area. To help restore your connection, please restart both your router and your MetroFibre ONT. Once restarted, allow a few minutes and test your connection again.
If the issue continues, please let us know what each light is doing on your MetroFibre ONT. These checks are required by MetroFibre before a line fault can be logged, as they assist in identifying the fault and help avoid unnecessary call out charges.
Please send us a direct message on Hello Peter with your findings, and we will guide you on the next steps and ensure this is taken forward promptly.
Kind regards,
Mweb Team

Mweb's reply18 Jun 2026, 14:13

Official

Hi Thora,
We understand how frustrating it must be to experience unexpected downtime, especially when your connection is needed and you are looking for immediate assistance.
We`ve checked your line and there are currently no outages detected in your area. To help restore your connection, please restart both your router and your MetroFibre ONT. Once restarted, allow a few minutes and test your connection again.
If the issue continues, please let us know what each light is doing on your MetroFibre ONT. These checks are required by MetroFibre before a line fault can be logged, as they assist in identifying the fault and help avoid unnecessary call out charges.
Please send us a direct message on Hello Peter with your findings, and we will guide you on the next steps and ensure this is taken forward promptly.
Kind regards,
Mweb Team

Mweb's replyOfficial

19 Jun 2026, 08:41

Hi Thora,We can understand how frustrating this is, especially after being without service since this morning and already trying a restart.Thank you for confirming the ONT lights. With the Power and LAN lights on and the Alarm light off, the fibre signal appears to be reaching the ONT. The flashing red light on the router may indicate a router or authentication issue.Could you please try switching off both the ONT and router for 10 minutes, then power the ONT on first and wait for the lights to stabilise before switching the router back on?If the red light continues flashing, please send us a direct message with:

Your router make and model
Whether devices can connect to the Wi-Fi network
Whether you have tested via Ethernet cable

This will help us determine the next steps and whether escalation to MetroFibre is required.Kind regards,
The Mweb Team

Mweb's reply19 Jun 2026, 08:41

Official

Hi Thora,We can understand how frustrating this is, especially after being without service since this morning and already trying a restart.Thank you for confirming the ONT lights. With the Power and LAN lights on and the Alarm light off, the fibre signal appears to be reaching the ONT. The flashing red light on the router may indicate a router or authentication issue.Could you please try switching off both the ONT and router for 10 minutes, then power the ONT on first and wait for the lights to stabilise before switching the router back on?If the red light continues flashing, please send us a direct message with:

Your router make and model
Whether devices can connect to the Wi-Fi network
Whether you have tested via Ethernet cable

This will help us determine the next steps and whether escalation to MetroFibre is required.Kind regards,
The Mweb Team

TH

Thora H's updateReviewer Update

23 Jun 2026, 09:36

I logged a ticket with Metrofibre last Thursday at 14:00, as I am certain the issue is not related to my router, ONT, or Ethernet cable. As you are aware, Metrofibre requires approximately 72 working hours (effectively 9 calendar days) to dispatch a technician.

Despite this, I was instructed to repeat the same troubleshooting process that had already been completed two weeks prior, causing unnecessary delays. More concerning, my active Metrofibre ticket was cancelled yesterday at 13:27—32 hours into the callout timeframe—without resolution.

A new ticket was logged yesterday at 16:06, which has now reset the 72 working hour period and further prolonged my fibre downtime.

This is unacceptable and reflects significant process failure and poor service management. The cancellation of an active ticket already in progress, without resolution or customer consent, has directly prolonged the downtime.

For reference, my service disruptions are as follows:

• 25 May to 28 May 2026: 3 days without fibre
• 09 June to 14 June 2026: 5 days without fibre
• 18 June to date: 5 days without fibre

This pattern of repeated outages, combined with the resetting of escalated tickets, is entirely unacceptable for a paid service. The current approach is directly contributing to extended downtime and is not a resolution-focused process.

I require the following immediate actions:

• Escalation of this matter to senior management without delay
• Written confirmation that the current ticket will not be cancelled or reset again
• Urgent prioritisation and expedited dispatch of a Metrofibre technician
• A detailed explanation as to why the original ticket was cancelled mid-process
• A formal commitment to prevent recurrence of this issue
In addition, I expect:
• Service credits or financial compensation for the prolonged and repeated outages
• Confirmation of the compensation process and timeline

I have given you more than 14 working days to investigate and resolve my downtime issues. Should this matter not be resolved urgently and decisively, I will escalate it further through formal complaint channels, including regulatory bodies such as ICASA.

I expect a clear, actionable resolution plan with defined timelines.

TH

Thora H's update23 Jun 2026, 09:36

Reviewer Update

I logged a ticket with Metrofibre last Thursday at 14:00, as I am certain the issue is not related to my router, ONT, or Ethernet cable. As you are aware, Metrofibre requires approximately 72 working hours (effectively 9 calendar days) to dispatch a technician.

Despite this, I was instructed to repeat the same troubleshooting process that had already been completed two weeks prior, causing unnecessary delays. More concerning, my active Metrofibre ticket was cancelled yesterday at 13:27—32 hours into the callout timeframe—without resolution.

A new ticket was logged yesterday at 16:06, which has now reset the 72 working hour period and further prolonged my fibre downtime.

This is unacceptable and reflects significant process failure and poor service management. The cancellation of an active ticket already in progress, without resolution or customer consent, has directly prolonged the downtime.

For reference, my service disruptions are as follows:

• 25 May to 28 May 2026: 3 days without fibre
• 09 June to 14 June 2026: 5 days without fibre
• 18 June to date: 5 days without fibre

This pattern of repeated outages, combined with the resetting of escalated tickets, is entirely unacceptable for a paid service. The current approach is directly contributing to extended downtime and is not a resolution-focused process.

I require the following immediate actions:

• Escalation of this matter to senior management without delay
• Written confirmation that the current ticket will not be cancelled or reset again
• Urgent prioritisation and expedited dispatch of a Metrofibre technician
• A detailed explanation as to why the original ticket was cancelled mid-process
• A formal commitment to prevent recurrence of this issue
In addition, I expect:
• Service credits or financial compensation for the prolonged and repeated outages
• Confirmation of the compensation process and timeline

I have given you more than 14 working days to investigate and resolve my downtime issues. Should this matter not be resolved urgently and decisively, I will escalate it further through formal complaint channels, including regulatory bodies such as ICASA.

I expect a clear, actionable resolution plan with defined timelines.

Mweb's replyOfficial

23 Jun 2026, 09:58

Hi Thora,We understand how disruptive and frustrating the repeated outages, ticket resets, and lack of clear continuity have been for you, especially given the extended periods without service and the impact this has had over time.We have now reopened a fault with our Technical Team for further investigation. The team will be engaging directly to review the matter in full and address the concerns you’ve raised regarding the ongoing connectivity issues and the handling of the previous Metrofibre ticket.The Faults Team will reach out to you to engage further on the case and provide the necessary updates and next steps once their review is underway.We do acknowledge your frustration with the repeated downtime and the process delays experienced so far, and we appreciate you bringing this to our attention in detail.Kind regards,
The Mweb Team.

Mweb's reply23 Jun 2026, 09:58

Official

Hi Thora,We understand how disruptive and frustrating the repeated outages, ticket resets, and lack of clear continuity have been for you, especially given the extended periods without service and the impact this has had over time.We have now reopened a fault with our Technical Team for further investigation. The team will be engaging directly to review the matter in full and address the concerns you’ve raised regarding the ongoing connectivity issues and the handling of the previous Metrofibre ticket.The Faults Team will reach out to you to engage further on the case and provide the necessary updates and next steps once their review is underway.We do acknowledge your frustration with the repeated downtime and the process delays experienced so far, and we appreciate you bringing this to our attention in detail.Kind regards,
The Mweb Team.

TH

Thora H's updateReviewer Update

23 Jun 2026, 16:10

MetroFibre team on site replacing the entire damaged fibre line underground - was damaged by an excavator, operated by an independent contractor to the Ethekwini Municipality Water Department.

TH

Thora H's update23 Jun 2026, 16:10

Reviewer Update

MetroFibre team on site replacing the entire damaged fibre line underground - was damaged by an excavator, operated by an independent contractor to the Ethekwini Municipality Water Department.

Mweb's replyOfficial

23 Jun 2026, 16:20

Hi Thora,Thank you for the update and for sharing the root cause of the outage.It's helpful to know that the MetroFibre team is currently on site and that the issue has been traced to a damaged underground fibre line caused during excavation work by an independent contractor. This certainly provides much-needed clarity around the repeated connectivity disruptions you've been experiencing.We're pleased to hear that active repair work is now underway, with the damaged fibre infrastructure being replaced. Given the extent of the damage, this also helps explain why the service interruption required more extensive intervention than standard troubleshooting or equipment replacement.We appreciate you keeping us informed and hope the repair process is completed as quickly as possible so that your service can be fully restored. Thank you as well for your patience throughout what has clearly been a challenging period.Kind regards,
The Mweb Team.

Mweb's reply23 Jun 2026, 16:20

Official

Hi Thora,Thank you for the update and for sharing the root cause of the outage.It's helpful to know that the MetroFibre team is currently on site and that the issue has been traced to a damaged underground fibre line caused during excavation work by an independent contractor. This certainly provides much-needed clarity around the repeated connectivity disruptions you've been experiencing.We're pleased to hear that active repair work is now underway, with the damaged fibre infrastructure being replaced. Given the extent of the damage, this also helps explain why the service interruption required more extensive intervention than standard troubleshooting or equipment replacement.We appreciate you keeping us informed and hope the repair process is completed as quickly as possible so that your service can be fully restored. Thank you as well for your patience throughout what has clearly been a challenging period.Kind regards,
The Mweb Team.

TH

Thora H's updateReviewer Update

24 Jun 2026, 17:38

My fibre is still down.... Day 6.

TH

Thora H's update24 Jun 2026, 17:38

Reviewer Update

My fibre is still down.... Day 6.

Mweb's replyOfficial

25 Jun 2026, 08:58

Hi Thora,
We understand how frustrating it is to still be without service after six days.We can confirm that this matter has been logged with our Technical Team and remains actively in progress. The team is continuing to investigate the fault and work towards a resolution as quickly as possible.While we do not yet have a confirmed resolution time to share, please be assured that the issue remains under active attention and we will provide further updates as soon as they become available.Kind regards,
Mweb Team.

Mweb's reply25 Jun 2026, 08:58

Official

Hi Thora,
We understand how frustrating it is to still be without service after six days.We can confirm that this matter has been logged with our Technical Team and remains actively in progress. The team is continuing to investigate the fault and work towards a resolution as quickly as possible.While we do not yet have a confirmed resolution time to share, please be assured that the issue remains under active attention and we will provide further updates as soon as they become available.Kind regards,
Mweb Team.

TH

Thora H's updateReviewer Update

26 Jun 2026, 06:36

Day 7 and our Fibre had been restored. In total, I have had 15 days of no fibre. I have paid for a full month services, kindly credit my account for the prolonged and repeated outages.

TH

Thora H's update26 Jun 2026, 06:36

Reviewer Update

Day 7 and our Fibre had been restored. In total, I have had 15 days of no fibre. I have paid for a full month services, kindly credit my account for the prolonged and repeated outages.

Mweb's replyOfficial

26 Jun 2026, 08:38

Hi Thora,
glad to hear that your fibre service has now been restored, and we understand how frustrating it must have been to be without connectivity for such an extended period. The delays and repeated outages you experienced are certainly not the level of reliability we aim to deliver.
We have shared your feedback with the Faults Team to confirm that your connectivity has been restored and to ensure your credit request is formally reviewed for the affected downtime period. They will assess the duration of the outage and process any applicable credits accordingly.
Your experience will also be raised with our Service Quality Team to review how the outages and communication were handled, so improvements can be made going forward.
Kind regards,
Mweb Team

Mweb's reply26 Jun 2026, 08:38

Official

Hi Thora,
glad to hear that your fibre service has now been restored, and we understand how frustrating it must have been to be without connectivity for such an extended period. The delays and repeated outages you experienced are certainly not the level of reliability we aim to deliver.
We have shared your feedback with the Faults Team to confirm that your connectivity has been restored and to ensure your credit request is formally reviewed for the affected downtime period. They will assess the duration of the outage and process any applicable credits accordingly.
Your experience will also be raised with our Service Quality Team to review how the outages and communication were handled, so improvements can be made going forward.
Kind regards,
Mweb Team

Mweb bad service.