TB
Truana B
1 reviews | Active since Feb 2022
05 Jun 2026, 06:45
MWeb call center not a solution
To get through to a technical support agent at Mweb is an impossible task. You hold on for hours without really moving down the line of callers waiting. I am changing my service provider. It should not be this difficult to get help. The inconvenience of sitting without the internet purely because it seems they have one person working in their call center.
Helpful (0)
Replies (5)0
Replies (5)
Mweb's replyOfficial
05 Jun 2026, 10:46Hi Truana,
We understand how frustrating it must be to struggle to reach technical support, especially while your connection is down and you’re trying to get back online as quickly as possible.
This situation clearly did not meet the level of support accessibility and responsiveness you should expect when reaching out for assistance.
To help restore your connection, please try the following checks:
• Ensure the Ethernet cable is securely connected
• Confirm the cable runs from the WAN port on your router to Port 1 on the Metrofibre ONT
• Restart both the router and the Metrofibre ONT and allow a few minutes for them to fully reconnect
If the issue persists, please send us a direct message on Hello Peter confirming what the broadband and service lights are doing on the ONT (steady, flashing, or off), as this will help determine the next steps.
Kind regards,
Mweb Team
We understand how frustrating it must be to struggle to reach technical support, especially while your connection is down and you’re trying to get back online as quickly as possible.
This situation clearly did not meet the level of support accessibility and responsiveness you should expect when reaching out for assistance.
To help restore your connection, please try the following checks:
• Ensure the Ethernet cable is securely connected
• Confirm the cable runs from the WAN port on your router to Port 1 on the Metrofibre ONT
• Restart both the router and the Metrofibre ONT and allow a few minutes for them to fully reconnect
If the issue persists, please send us a direct message on Hello Peter confirming what the broadband and service lights are doing on the ONT (steady, flashing, or off), as this will help determine the next steps.
Kind regards,
Mweb Team
Best regards,
Mweb's reply05 Jun 2026, 10:46
Official
Hi Truana,
We understand how frustrating it must be to struggle to reach technical support, especially while your connection is down and you’re trying to get back online as quickly as possible.
This situation clearly did not meet the level of support accessibility and responsiveness you should expect when reaching out for assistance.
To help restore your connection, please try the following checks:
• Ensure the Ethernet cable is securely connected
• Confirm the cable runs from the WAN port on your router to Port 1 on the Metrofibre ONT
• Restart both the router and the Metrofibre ONT and allow a few minutes for them to fully reconnect
If the issue persists, please send us a direct message on Hello Peter confirming what the broadband and service lights are doing on the ONT (steady, flashing, or off), as this will help determine the next steps.
Kind regards,
Mweb Team
We understand how frustrating it must be to struggle to reach technical support, especially while your connection is down and you’re trying to get back online as quickly as possible.
This situation clearly did not meet the level of support accessibility and responsiveness you should expect when reaching out for assistance.
To help restore your connection, please try the following checks:
• Ensure the Ethernet cable is securely connected
• Confirm the cable runs from the WAN port on your router to Port 1 on the Metrofibre ONT
• Restart both the router and the Metrofibre ONT and allow a few minutes for them to fully reconnect
If the issue persists, please send us a direct message on Hello Peter confirming what the broadband and service lights are doing on the ONT (steady, flashing, or off), as this will help determine the next steps.
Kind regards,
Mweb Team
Best regards,
TB
Truana B's updateReviewer Update
05 Jun 2026, 11:00Everything is connected properly. I've restarted it a couple of times. The middle dot on the TpLink router is orange since Monday at 12:00. No internet connection. Rest is all green.
TB
Truana B's update05 Jun 2026, 11:00
Reviewer Update
Everything is connected properly. I've restarted it a couple of times. The middle dot on the TpLink router is orange since Monday at 12:00. No internet connection. Rest is all green.
Mweb's replyOfficial
05 Jun 2026, 15:05Hi Truana,
Thank you for the reaching out and providing an update.
To help narrow this down, could you please confirm the following on your Metrofibre ONT:
Are both the Broadband and Service lights solid green?
(If either is flashing, it could indicate a line fault)
If those lights are stable, we’ll need to check the settings on your TP‑Link router. Please follow these steps:
Connect a device by WiFi or Ethernet cable to the TP‑Link router:
Open a browser and go to 192.168.0.1
Enter the login details below and then click Log In:Username: AdminPassword: admin
Go to Network > WAN
Set:
Connection Type: PPPoE
Username: ***
Password: (the password sent to you via SMS)
Click Connect/Detect, then Save
After saving, test the connection. If there’s still no internet, kindly restart the router and test again.
We’ll continue working with you to get your connection restored. If the issue persists, please let us know what the ONT lights are showing and we’ll guide the next steps.
Kind regards,
Mweb Team
Thank you for the reaching out and providing an update.
To help narrow this down, could you please confirm the following on your Metrofibre ONT:
Are both the Broadband and Service lights solid green?
(If either is flashing, it could indicate a line fault)
If those lights are stable, we’ll need to check the settings on your TP‑Link router. Please follow these steps:
Connect a device by WiFi or Ethernet cable to the TP‑Link router:
Open a browser and go to 192.168.0.1
Enter the login details below and then click Log In:Username: AdminPassword: admin
Go to Network > WAN
Set:
Connection Type: PPPoE
Username: ***
Password: (the password sent to you via SMS)
Click Connect/Detect, then Save
After saving, test the connection. If there’s still no internet, kindly restart the router and test again.
We’ll continue working with you to get your connection restored. If the issue persists, please let us know what the ONT lights are showing and we’ll guide the next steps.
Kind regards,
Mweb Team
Best regards,
Mweb's reply05 Jun 2026, 15:05
Official
Hi Truana,
Thank you for the reaching out and providing an update.
To help narrow this down, could you please confirm the following on your Metrofibre ONT:
Are both the Broadband and Service lights solid green?
(If either is flashing, it could indicate a line fault)
If those lights are stable, we’ll need to check the settings on your TP‑Link router. Please follow these steps:
Connect a device by WiFi or Ethernet cable to the TP‑Link router:
Open a browser and go to 192.168.0.1
Enter the login details below and then click Log In:Username: AdminPassword: admin
Go to Network > WAN
Set:
Connection Type: PPPoE
Username: ***
Password: (the password sent to you via SMS)
Click Connect/Detect, then Save
After saving, test the connection. If there’s still no internet, kindly restart the router and test again.
We’ll continue working with you to get your connection restored. If the issue persists, please let us know what the ONT lights are showing and we’ll guide the next steps.
Kind regards,
Mweb Team
Thank you for the reaching out and providing an update.
To help narrow this down, could you please confirm the following on your Metrofibre ONT:
Are both the Broadband and Service lights solid green?
(If either is flashing, it could indicate a line fault)
If those lights are stable, we’ll need to check the settings on your TP‑Link router. Please follow these steps:
Connect a device by WiFi or Ethernet cable to the TP‑Link router:
Open a browser and go to 192.168.0.1
Enter the login details below and then click Log In:Username: AdminPassword: admin
Go to Network > WAN
Set:
Connection Type: PPPoE
Username: ***
Password: (the password sent to you via SMS)
Click Connect/Detect, then Save
After saving, test the connection. If there’s still no internet, kindly restart the router and test again.
We’ll continue working with you to get your connection restored. If the issue persists, please let us know what the ONT lights are showing and we’ll guide the next steps.
Kind regards,
Mweb Team
Best regards,
TB
Truana B's updateReviewer Update
05 Jun 2026, 15:21All the lights are solid green on the little black box. On the router the middle one is orange.
I've tried to do
Connect a device by WiFi or Ethernet cable to the TP‑Link router:
Open a browser and go to 192.168.0.1
My phone and laptop just gives a time out error without opening anything.
We are typing in http://192.168.0.1 and nothing happens.
I've tried to do
Connect a device by WiFi or Ethernet cable to the TP‑Link router:
Open a browser and go to 192.168.0.1
My phone and laptop just gives a time out error without opening anything.
We are typing in http://192.168.0.1 and nothing happens.
TB
Truana B's update05 Jun 2026, 15:21
Reviewer Update
All the lights are solid green on the little black box. On the router the middle one is orange.
I've tried to do
Connect a device by WiFi or Ethernet cable to the TP‑Link router:
Open a browser and go to 192.168.0.1
My phone and laptop just gives a time out error without opening anything.
We are typing in http://192.168.0.1 and nothing happens.
I've tried to do
Connect a device by WiFi or Ethernet cable to the TP‑Link router:
Open a browser and go to 192.168.0.1
My phone and laptop just gives a time out error without opening anything.
We are typing in http://192.168.0.1 and nothing happens.
Mweb's replyOfficial
05 Jun 2026, 16:39Hi Truana,
Thank you for the update, we appreciate you taking the time to walk us through what you’ve already tried.
At this stage, let’s try a factory reset on your TP‑Link router, as the settings may not be app**** correctly.
To do this:
Locate the small reset hole at the back of the router
Use something thin (like a toothpick or pin)
Press and hold the button until most of the lights turn off
Wait for the router to reboot and all lights to come back on
Once it’s restarted:
Reconnect to the WiFi
Try again to access http://192.168.0.1 in your browser and follow the previous steps provided.
We’ll continue working with you until your connection is up and running.
Kind regards,
Mweb Team
Thank you for the update, we appreciate you taking the time to walk us through what you’ve already tried.
At this stage, let’s try a factory reset on your TP‑Link router, as the settings may not be app**** correctly.
To do this:
Locate the small reset hole at the back of the router
Use something thin (like a toothpick or pin)
Press and hold the button until most of the lights turn off
Wait for the router to reboot and all lights to come back on
Once it’s restarted:
Reconnect to the WiFi
Try again to access http://192.168.0.1 in your browser and follow the previous steps provided.
We’ll continue working with you until your connection is up and running.
Kind regards,
Mweb Team
Best regards,
Mweb's reply05 Jun 2026, 16:39
Official
Hi Truana,
Thank you for the update, we appreciate you taking the time to walk us through what you’ve already tried.
At this stage, let’s try a factory reset on your TP‑Link router, as the settings may not be app**** correctly.
To do this:
Locate the small reset hole at the back of the router
Use something thin (like a toothpick or pin)
Press and hold the button until most of the lights turn off
Wait for the router to reboot and all lights to come back on
Once it’s restarted:
Reconnect to the WiFi
Try again to access http://192.168.0.1 in your browser and follow the previous steps provided.
We’ll continue working with you until your connection is up and running.
Kind regards,
Mweb Team
Thank you for the update, we appreciate you taking the time to walk us through what you’ve already tried.
At this stage, let’s try a factory reset on your TP‑Link router, as the settings may not be app**** correctly.
To do this:
Locate the small reset hole at the back of the router
Use something thin (like a toothpick or pin)
Press and hold the button until most of the lights turn off
Wait for the router to reboot and all lights to come back on
Once it’s restarted:
Reconnect to the WiFi
Try again to access http://192.168.0.1 in your browser and follow the previous steps provided.
We’ll continue working with you until your connection is up and running.
Kind regards,
Mweb Team
Best regards,