SA
Sameer A
1 reviews | Active since Aug 2016
10 Sept 2026, 08:10
MWEB Fibre contact center and live chat
Really disappointing customer service experience with MWEB, I contacted the caller center at 7:40pm and on live chat at the same time.
I waited for someone to take my call or reply to my chat till 8pm and then they dropped the call and ended the chat
As per their website the close at 8pm, i attempted to contact them again and get the auto response they closed
I am currently waiting on the line for 37 minutes for someone to answer my call and still no luck
I use the fibre network to work from home and this is affecting my job
please can someone assist if anyone is actually working there or alternative can I cancel my service
Kind Regards
Helpful (0)
Replies (11)0
Replies (11)
Mweb's replyOfficial
10 Sept 2026, 09:32Hi Sameer, .
We understand how frustrating it is to have struggled to get through to our support channels, especially when you rely on your fibre connection to work from home.Please provide a brief description of the issue you’re experiencing with your connection so we can better understand what’s happening and assist you further.Kind regards,
The Mweb Team
We understand how frustrating it is to have struggled to get through to our support channels, especially when you rely on your fibre connection to work from home.Please provide a brief description of the issue you’re experiencing with your connection so we can better understand what’s happening and assist you further.Kind regards,
The Mweb Team
Mweb's reply10 Sept 2026, 09:32
Official
Hi Sameer, .
We understand how frustrating it is to have struggled to get through to our support channels, especially when you rely on your fibre connection to work from home.Please provide a brief description of the issue you’re experiencing with your connection so we can better understand what’s happening and assist you further.Kind regards,
The Mweb Team
We understand how frustrating it is to have struggled to get through to our support channels, especially when you rely on your fibre connection to work from home.Please provide a brief description of the issue you’re experiencing with your connection so we can better understand what’s happening and assist you further.Kind regards,
The Mweb Team
SA
Sameer A's updateReviewer Update
10 Sept 2026, 11:20Good day,
I arrived home on 9 Sep and realized my network was down so the first thing was to restart the router i did that 2 or 3 times then called your call center and the same time I also began with a live chat 19:40, i held on for just over 20 minutes and then the call was dropped and the live chat ended, when I attempted to call back and start a new chat both responses were your offices are closed
This morning i called in exactly at 7:30, i held on for 1 hour 30 minutes at the same time also started a chat, I eventually received a response on the chat as I sent an email to cancel my service
my network is down, I noticed your technicians working on the property behind my house, when I asked my neighbor today what happened, they advised the technician was installing a new device for someone and they asked him to have a look at their connection it was down
I pay for this facility to assist with my work, there has been additional cost to me to come into the office today
the amount of time I spent waiting for your offices to answer the phone is ridiculous
I would greatly appreciate this matter be resolved urgently and if you cannot resolve it please cancel my subscription
You may contact me on ***
Kind Regards
Sameer Arjoon
I arrived home on 9 Sep and realized my network was down so the first thing was to restart the router i did that 2 or 3 times then called your call center and the same time I also began with a live chat 19:40, i held on for just over 20 minutes and then the call was dropped and the live chat ended, when I attempted to call back and start a new chat both responses were your offices are closed
This morning i called in exactly at 7:30, i held on for 1 hour 30 minutes at the same time also started a chat, I eventually received a response on the chat as I sent an email to cancel my service
my network is down, I noticed your technicians working on the property behind my house, when I asked my neighbor today what happened, they advised the technician was installing a new device for someone and they asked him to have a look at their connection it was down
I pay for this facility to assist with my work, there has been additional cost to me to come into the office today
the amount of time I spent waiting for your offices to answer the phone is ridiculous
I would greatly appreciate this matter be resolved urgently and if you cannot resolve it please cancel my subscription
You may contact me on ***
Kind Regards
Sameer Arjoon
SA
Sameer A's update10 Sept 2026, 11:20
Reviewer Update
Good day,
I arrived home on 9 Sep and realized my network was down so the first thing was to restart the router i did that 2 or 3 times then called your call center and the same time I also began with a live chat 19:40, i held on for just over 20 minutes and then the call was dropped and the live chat ended, when I attempted to call back and start a new chat both responses were your offices are closed
This morning i called in exactly at 7:30, i held on for 1 hour 30 minutes at the same time also started a chat, I eventually received a response on the chat as I sent an email to cancel my service
my network is down, I noticed your technicians working on the property behind my house, when I asked my neighbor today what happened, they advised the technician was installing a new device for someone and they asked him to have a look at their connection it was down
I pay for this facility to assist with my work, there has been additional cost to me to come into the office today
the amount of time I spent waiting for your offices to answer the phone is ridiculous
I would greatly appreciate this matter be resolved urgently and if you cannot resolve it please cancel my subscription
You may contact me on ***
Kind Regards
Sameer Arjoon
I arrived home on 9 Sep and realized my network was down so the first thing was to restart the router i did that 2 or 3 times then called your call center and the same time I also began with a live chat 19:40, i held on for just over 20 minutes and then the call was dropped and the live chat ended, when I attempted to call back and start a new chat both responses were your offices are closed
This morning i called in exactly at 7:30, i held on for 1 hour 30 minutes at the same time also started a chat, I eventually received a response on the chat as I sent an email to cancel my service
my network is down, I noticed your technicians working on the property behind my house, when I asked my neighbor today what happened, they advised the technician was installing a new device for someone and they asked him to have a look at their connection it was down
I pay for this facility to assist with my work, there has been additional cost to me to come into the office today
the amount of time I spent waiting for your offices to answer the phone is ridiculous
I would greatly appreciate this matter be resolved urgently and if you cannot resolve it please cancel my subscription
You may contact me on ***
Kind Regards
Sameer Arjoon
Mweb's replyOfficial
10 Sept 2026, 11:53Hi Sameer,
We understand how frustrating this has been, particularly after spending hours trying to reach us and having your connection remain offline while you rely on it for work.Since you’ve already restarted the router, we’d like to try a few checks before moving this further. Please check whether the fibre ONT and router are both powered on and whether any of the indicator lights are showing red or flashing. If possible, also restart the ONT by switching it off for about 30 seconds, then switch it back on and allow it a few minutes to reconnect before checking the router.If the connection remains offline after this, please let us know which lights are showing on the ONT and router, and we’ll guide you through the next steps here.Kind regards,
The Mweb Team
We understand how frustrating this has been, particularly after spending hours trying to reach us and having your connection remain offline while you rely on it for work.Since you’ve already restarted the router, we’d like to try a few checks before moving this further. Please check whether the fibre ONT and router are both powered on and whether any of the indicator lights are showing red or flashing. If possible, also restart the ONT by switching it off for about 30 seconds, then switch it back on and allow it a few minutes to reconnect before checking the router.If the connection remains offline after this, please let us know which lights are showing on the ONT and router, and we’ll guide you through the next steps here.Kind regards,
The Mweb Team
Mweb's reply10 Sept 2026, 11:53
Official
Hi Sameer,
We understand how frustrating this has been, particularly after spending hours trying to reach us and having your connection remain offline while you rely on it for work.Since you’ve already restarted the router, we’d like to try a few checks before moving this further. Please check whether the fibre ONT and router are both powered on and whether any of the indicator lights are showing red or flashing. If possible, also restart the ONT by switching it off for about 30 seconds, then switch it back on and allow it a few minutes to reconnect before checking the router.If the connection remains offline after this, please let us know which lights are showing on the ONT and router, and we’ll guide you through the next steps here.Kind regards,
The Mweb Team
We understand how frustrating this has been, particularly after spending hours trying to reach us and having your connection remain offline while you rely on it for work.Since you’ve already restarted the router, we’d like to try a few checks before moving this further. Please check whether the fibre ONT and router are both powered on and whether any of the indicator lights are showing red or flashing. If possible, also restart the ONT by switching it off for about 30 seconds, then switch it back on and allow it a few minutes to reconnect before checking the router.If the connection remains offline after this, please let us know which lights are showing on the ONT and router, and we’ll guide you through the next steps here.Kind regards,
The Mweb Team
SA
Sameer A's updateReviewer Update
10 Sept 2026, 12:04I have already explained the red light is flashing on the LOS
I humbly requested a telephone call which seems to be an issue on your side
your business expects me to wait for long durations to have a call answered but a simple telephone call you cannot do
If you pay attention to my message, you will find I am at work, i do not carry the router with me to work, this item is fixed to the wall in my house
surely you cannot expect me to drive back and forth every time you have a question or ask me to test your work
Can you phone me? Can you send someone to my property?
because i know you can debit my account every month, I know you can quickly install a new unit
I humbly requested a telephone call which seems to be an issue on your side
your business expects me to wait for long durations to have a call answered but a simple telephone call you cannot do
If you pay attention to my message, you will find I am at work, i do not carry the router with me to work, this item is fixed to the wall in my house
surely you cannot expect me to drive back and forth every time you have a question or ask me to test your work
Can you phone me? Can you send someone to my property?
because i know you can debit my account every month, I know you can quickly install a new unit
SA
Sameer A's update10 Sept 2026, 12:04
Reviewer Update
I have already explained the red light is flashing on the LOS
I humbly requested a telephone call which seems to be an issue on your side
your business expects me to wait for long durations to have a call answered but a simple telephone call you cannot do
If you pay attention to my message, you will find I am at work, i do not carry the router with me to work, this item is fixed to the wall in my house
surely you cannot expect me to drive back and forth every time you have a question or ask me to test your work
Can you phone me? Can you send someone to my property?
because i know you can debit my account every month, I know you can quickly install a new unit
I humbly requested a telephone call which seems to be an issue on your side
your business expects me to wait for long durations to have a call answered but a simple telephone call you cannot do
If you pay attention to my message, you will find I am at work, i do not carry the router with me to work, this item is fixed to the wall in my house
surely you cannot expect me to drive back and forth every time you have a question or ask me to test your work
Can you phone me? Can you send someone to my property?
because i know you can debit my account every month, I know you can quickly install a new unit
Mweb's replyOfficial
10 Sept 2026, 12:36Hi Sameer,
We understand your frustration, particularly as you’ve already explained that the LOS light is flashing red and that the router is fixed at your home while you’re currently at work. We also acknowledge your request for a telephone call and understand that you cannot perform further checks while away from the router.We’ve logged your request with our Technical Team for further assistance with the connectivity issue. The team will review the information already provided and assist with the next steps.Kind regards,
The Mweb Team
We understand your frustration, particularly as you’ve already explained that the LOS light is flashing red and that the router is fixed at your home while you’re currently at work. We also acknowledge your request for a telephone call and understand that you cannot perform further checks while away from the router.We’ve logged your request with our Technical Team for further assistance with the connectivity issue. The team will review the information already provided and assist with the next steps.Kind regards,
The Mweb Team
Mweb's reply10 Sept 2026, 12:36
Official
Hi Sameer,
We understand your frustration, particularly as you’ve already explained that the LOS light is flashing red and that the router is fixed at your home while you’re currently at work. We also acknowledge your request for a telephone call and understand that you cannot perform further checks while away from the router.We’ve logged your request with our Technical Team for further assistance with the connectivity issue. The team will review the information already provided and assist with the next steps.Kind regards,
The Mweb Team
We understand your frustration, particularly as you’ve already explained that the LOS light is flashing red and that the router is fixed at your home while you’re currently at work. We also acknowledge your request for a telephone call and understand that you cannot perform further checks while away from the router.We’ve logged your request with our Technical Team for further assistance with the connectivity issue. The team will review the information already provided and assist with the next steps.Kind regards,
The Mweb Team
Mweb's replyOfficial
10 Sept 2026, 12:36Hi Sameer,
We understand your frustration, particularly as you’ve already explained that the LOS light is flashing red and that the router is fixed at your home while you’re currently at work. We also acknowledge your request for a telephone call and understand that you cannot perform further checks while away from the router.We’ve logged your request with our Technical Team for further assistance with the connectivity issue. The team will review the information already provided and assist with the next steps.Kind regards,
The Mweb Team
We understand your frustration, particularly as you’ve already explained that the LOS light is flashing red and that the router is fixed at your home while you’re currently at work. We also acknowledge your request for a telephone call and understand that you cannot perform further checks while away from the router.We’ve logged your request with our Technical Team for further assistance with the connectivity issue. The team will review the information already provided and assist with the next steps.Kind regards,
The Mweb Team
Mweb's reply10 Sept 2026, 12:36
Official
Hi Sameer,
We understand your frustration, particularly as you’ve already explained that the LOS light is flashing red and that the router is fixed at your home while you’re currently at work. We also acknowledge your request for a telephone call and understand that you cannot perform further checks while away from the router.We’ve logged your request with our Technical Team for further assistance with the connectivity issue. The team will review the information already provided and assist with the next steps.Kind regards,
The Mweb Team
We understand your frustration, particularly as you’ve already explained that the LOS light is flashing red and that the router is fixed at your home while you’re currently at work. We also acknowledge your request for a telephone call and understand that you cannot perform further checks while away from the router.We’ve logged your request with our Technical Team for further assistance with the connectivity issue. The team will review the information already provided and assist with the next steps.Kind regards,
The Mweb Team
Mweb's replyOfficial
10 Sept 2026, 13:03Hi Sameer,We understand your frustration, particularly as you’ve already explained that the LOS light is flashing red and that the router is fixed at your home while you’re currently at work. We also acknowledge your request for a telephone call and understand that you’re unable to perform further checks while away from the router.To investigate the issue and determine the cause of the fault, we’ve logged your request with our Technical Team for the necessary checks and further assistance.Please note that Vuma Reach has an Unnecessary Callout (UCOC) fee. If a technician visit determines that the issue is caused by customer equipment, such as an unplugged cable, a switched-off router, or cable damage, this fee may apply.The Technical Team will review the information already provided and assist with the appropriate next steps.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply10 Sept 2026, 13:03
Official
Hi Sameer,We understand your frustration, particularly as you’ve already explained that the LOS light is flashing red and that the router is fixed at your home while you’re currently at work. We also acknowledge your request for a telephone call and understand that you’re unable to perform further checks while away from the router.To investigate the issue and determine the cause of the fault, we’ve logged your request with our Technical Team for the necessary checks and further assistance.Please note that Vuma Reach has an Unnecessary Callout (UCOC) fee. If a technician visit determines that the issue is caused by customer equipment, such as an unplugged cable, a switched-off router, or cable damage, this fee may apply.The Technical Team will review the information already provided and assist with the appropriate next steps.Kind regards,
The Mweb Team
The Mweb Team
SA
Sameer A's updateReviewer Update
10 Sept 2026, 13:11Is there a time frame I can expect them to come through? so that I can ensure someone is available at the premises
SA
Sameer A's update10 Sept 2026, 13:11
Reviewer Update
Is there a time frame I can expect them to come through? so that I can ensure someone is available at the premises
Mweb's replyOfficial
10 Sept 2026, 13:25Hi Sameer,Our Faults Team will reach out to confirm the available time and date for the technician visit, so that you can ensure someone is available at the premises.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply10 Sept 2026, 13:25
Official
Hi Sameer,Our Faults Team will reach out to confirm the available time and date for the technician visit, so that you can ensure someone is available at the premises.Kind regards,
The Mweb Team
The Mweb Team
SA
Sameer A's updateReviewer Update
10 Sept 2026, 13:29Thank you
SA
Sameer A's update10 Sept 2026, 13:29
Reviewer Update
Thank you
Mweb's replyOfficial
10 Sept 2026, 13:33You're welcome.
Mweb's reply10 Sept 2026, 13:33
Official
You're welcome.