TL
Tanya L
1 reviews | Active since May 2022
25 May 2026, 14:58
MWEB Customer assistance
Trying to get hold of them telephonically is a nightmare. Been caller nr 10 for the last 20+ minutes. the whatsapp assistance is even worse. Robot "chatting" then when eventually some "person" ask how they can assist, then they ghost you. HOW to get hold of them is a nightmare regarding my wifi speed which i've upgraded and still having buffering or connecting issues. I've tried calling on 3 occasions to get through, and has been caller nr 15, caller nr 13 and caller nr 12. STILL on for 20.25 minutes as caller nr 10 for the longest time. FRUSTRATION is real
Helpful (0)
Replies (5)0
Replies (5)
Mweb's replyOfficial
25 May 2026, 15:07Profile ref# ***8
Hello Tanya We can see how frustrating this experience has been, especially when trying multiple channels without getting the continuity and responsiveness you need. That is not the level of service we aim to deliver, and your feedback is being taken seriously to improve both accessibility and consistency across our support platforms.Your upgraded line should absolutely be delivering a smoother, buffer-free experience, so let’s focus on getting that performance where it should be. While our team works on improving your support journey, here are a few steps that can help stabilise and improve your WiFi connection:• Restart your router by unplugging it for 60 seconds, then powering it back on to refresh the connection
• Run a speed test close to the router to confirm if the full line speed is being delivered
• If speeds are good near the router but slower further away, it may be a WiFi coverage limitation rather than a line issue
• Connect high-demand devices like TVs or streaming devices to the 5GHz network for better speed and reduced interference
• Reduce congestion by limiting the number of active devices during testing
• Check for background downloads or streaming on other devices that may be impacting performance
• Ensure your router is placed in an open, central location, away from walls or electronic interferenceIf buffering continues even when close to the router, this helps us isolate the issue more precisely, and our technical team can take targeted action from there.We would really value the opportunity to take ownership of this and get it resolved properly for you. Please share your details via private message, and we will ensure your case is prioritised and handled with the attention it deserves.
Kind regards,
The Mweb Team
Hello Tanya We can see how frustrating this experience has been, especially when trying multiple channels without getting the continuity and responsiveness you need. That is not the level of service we aim to deliver, and your feedback is being taken seriously to improve both accessibility and consistency across our support platforms.Your upgraded line should absolutely be delivering a smoother, buffer-free experience, so let’s focus on getting that performance where it should be. While our team works on improving your support journey, here are a few steps that can help stabilise and improve your WiFi connection:• Restart your router by unplugging it for 60 seconds, then powering it back on to refresh the connection
• Run a speed test close to the router to confirm if the full line speed is being delivered
• If speeds are good near the router but slower further away, it may be a WiFi coverage limitation rather than a line issue
• Connect high-demand devices like TVs or streaming devices to the 5GHz network for better speed and reduced interference
• Reduce congestion by limiting the number of active devices during testing
• Check for background downloads or streaming on other devices that may be impacting performance
• Ensure your router is placed in an open, central location, away from walls or electronic interferenceIf buffering continues even when close to the router, this helps us isolate the issue more precisely, and our technical team can take targeted action from there.We would really value the opportunity to take ownership of this and get it resolved properly for you. Please share your details via private message, and we will ensure your case is prioritised and handled with the attention it deserves.
Kind regards,
The Mweb Team
Best regards,
Mweb's reply25 May 2026, 15:07
Official
Profile ref# ***8
Hello Tanya We can see how frustrating this experience has been, especially when trying multiple channels without getting the continuity and responsiveness you need. That is not the level of service we aim to deliver, and your feedback is being taken seriously to improve both accessibility and consistency across our support platforms.Your upgraded line should absolutely be delivering a smoother, buffer-free experience, so let’s focus on getting that performance where it should be. While our team works on improving your support journey, here are a few steps that can help stabilise and improve your WiFi connection:• Restart your router by unplugging it for 60 seconds, then powering it back on to refresh the connection
• Run a speed test close to the router to confirm if the full line speed is being delivered
• If speeds are good near the router but slower further away, it may be a WiFi coverage limitation rather than a line issue
• Connect high-demand devices like TVs or streaming devices to the 5GHz network for better speed and reduced interference
• Reduce congestion by limiting the number of active devices during testing
• Check for background downloads or streaming on other devices that may be impacting performance
• Ensure your router is placed in an open, central location, away from walls or electronic interferenceIf buffering continues even when close to the router, this helps us isolate the issue more precisely, and our technical team can take targeted action from there.We would really value the opportunity to take ownership of this and get it resolved properly for you. Please share your details via private message, and we will ensure your case is prioritised and handled with the attention it deserves.
Kind regards,
The Mweb Team
Hello Tanya We can see how frustrating this experience has been, especially when trying multiple channels without getting the continuity and responsiveness you need. That is not the level of service we aim to deliver, and your feedback is being taken seriously to improve both accessibility and consistency across our support platforms.Your upgraded line should absolutely be delivering a smoother, buffer-free experience, so let’s focus on getting that performance where it should be. While our team works on improving your support journey, here are a few steps that can help stabilise and improve your WiFi connection:• Restart your router by unplugging it for 60 seconds, then powering it back on to refresh the connection
• Run a speed test close to the router to confirm if the full line speed is being delivered
• If speeds are good near the router but slower further away, it may be a WiFi coverage limitation rather than a line issue
• Connect high-demand devices like TVs or streaming devices to the 5GHz network for better speed and reduced interference
• Reduce congestion by limiting the number of active devices during testing
• Check for background downloads or streaming on other devices that may be impacting performance
• Ensure your router is placed in an open, central location, away from walls or electronic interferenceIf buffering continues even when close to the router, this helps us isolate the issue more precisely, and our technical team can take targeted action from there.We would really value the opportunity to take ownership of this and get it resolved properly for you. Please share your details via private message, and we will ensure your case is prioritised and handled with the attention it deserves.
Kind regards,
The Mweb Team
Best regards,
TL
Tanya L's updateReviewer Update
25 May 2026, 15:18This reply is not solving my problem. The assistance offered is not being rendered. How can i share my details privately? To who and how? I need to be contacted or be able to make contact but IT REMAINS A STRUGGLE. it's also NOT the first time.
TL
Tanya L's update25 May 2026, 15:18
Reviewer Update
This reply is not solving my problem. The assistance offered is not being rendered. How can i share my details privately? To who and how? I need to be contacted or be able to make contact but IT REMAINS A STRUGGLE. it's also NOT the first time.
TL
Tanya L's updateReviewer Update
25 May 2026, 15:18Can your technician contact me URGENTLY ***
TL
Tanya L's update25 May 2026, 15:18
Reviewer Update
Can your technician contact me URGENTLY ***
TL
Tanya L's updateReviewer Update
25 May 2026, 15:19i hope it's private
TL
Tanya L's update25 May 2026, 15:19
Reviewer Update
i hope it's private
Mweb's replyOfficial
25 May 2026, 16:21Hi Tanya,
Thank you for sharing your details with us privately and for taking the time to do so. We appreciate you allowing us the opportunity to assist further, and we understand how frustrating it has been to struggle to get support when you need it. This is not how we want our customers to feel.
We’ve carried out a GPON provision (line refresh) on your connection in an attempt to clear any underlying issues on the line. Please restart your router and then monitor the connection for short period to see if there is any improvement.
If the issue persists, please complete the following checks:
Run a speed test with all devices connected
Run another speed test with only one device connected
When testing over WiFi, stand directly next to the router
Check whether there is any improvement when connecting a computer via WiFi and then via an Ethernet cable
Once these tests have been completed, please send us a direct message on Hello Peter with your findings. This will help determine the most effective next steps to resolve the issue.
Kind regards,
Mweb Team
Thank you for sharing your details with us privately and for taking the time to do so. We appreciate you allowing us the opportunity to assist further, and we understand how frustrating it has been to struggle to get support when you need it. This is not how we want our customers to feel.
We’ve carried out a GPON provision (line refresh) on your connection in an attempt to clear any underlying issues on the line. Please restart your router and then monitor the connection for short period to see if there is any improvement.
If the issue persists, please complete the following checks:
Run a speed test with all devices connected
Run another speed test with only one device connected
When testing over WiFi, stand directly next to the router
Check whether there is any improvement when connecting a computer via WiFi and then via an Ethernet cable
Once these tests have been completed, please send us a direct message on Hello Peter with your findings. This will help determine the most effective next steps to resolve the issue.
Kind regards,
Mweb Team
Best regards,
Mweb's reply25 May 2026, 16:21
Official
Hi Tanya,
Thank you for sharing your details with us privately and for taking the time to do so. We appreciate you allowing us the opportunity to assist further, and we understand how frustrating it has been to struggle to get support when you need it. This is not how we want our customers to feel.
We’ve carried out a GPON provision (line refresh) on your connection in an attempt to clear any underlying issues on the line. Please restart your router and then monitor the connection for short period to see if there is any improvement.
If the issue persists, please complete the following checks:
Run a speed test with all devices connected
Run another speed test with only one device connected
When testing over WiFi, stand directly next to the router
Check whether there is any improvement when connecting a computer via WiFi and then via an Ethernet cable
Once these tests have been completed, please send us a direct message on Hello Peter with your findings. This will help determine the most effective next steps to resolve the issue.
Kind regards,
Mweb Team
Thank you for sharing your details with us privately and for taking the time to do so. We appreciate you allowing us the opportunity to assist further, and we understand how frustrating it has been to struggle to get support when you need it. This is not how we want our customers to feel.
We’ve carried out a GPON provision (line refresh) on your connection in an attempt to clear any underlying issues on the line. Please restart your router and then monitor the connection for short period to see if there is any improvement.
If the issue persists, please complete the following checks:
Run a speed test with all devices connected
Run another speed test with only one device connected
When testing over WiFi, stand directly next to the router
Check whether there is any improvement when connecting a computer via WiFi and then via an Ethernet cable
Once these tests have been completed, please send us a direct message on Hello Peter with your findings. This will help determine the most effective next steps to resolve the issue.
Kind regards,
Mweb Team
Best regards,