rP
rowen P
1 reviews | Active since May 2026
29 May 2026, 15:13
MWEB has been beyond frustrating.
I don’t usually post complaints publicly, but this experience with MWEB has been beyond frustrating.
I’ve now spent close to 80 minutes waiting for assistance from technical support, only to repeatedly hear the IVR say “you are first in line.” After that long, hearing the same message over and over doesn’t feel reassuring — it feels misleading.
As someone who works in customer service, I understand that queues happen, volumes spike, and delays are sometimes unavoidable. Customers can be patient when communication is honest and expectations are managed properly.
What’s difficult to accept is poor communication paired with no meaningful support. That’s where frustration turns into disappointment.
Even trying to reach the complaints line has been just as unsuccessful.
Customer experience isn’t only about solving the technical issue — it’s about transparency, communication, and making the customer feel like someone is actually taking ownership.
Right now, that has not been my experience.
I’m hoping someone from MWEB sees this and reaches out, because no customer should be left feeling ignored after trying this hard to get support.
#CustomerExperience #CustomerService #MWEB #ServiceDelivery #CX #CustomerSupport
Helpful (0)
Replies (6)0
Replies (6)
Mweb's replyOfficial
29 May 2026, 15:35Hello Rowen
Thank you for taking the time to share this so openly. Waiting that long while hearing the same queue message would test anyone’s patience, especially when you’re making a genuine effort to get assistance. Your point around clear communication and ownership is well understood; it’s a key part of the experience we aim to deliver. We’ve taken action on your feedback and have logged an onboarding support callback request for your Metrofibre service. A consultant will be reaching out to guide you through the setup and make sure your concerns are properly addressed from start to finish. We appreciate you raising this; it gives us the opportunity to step in and turn the experience around.
Kind regards,
The Mweb Team
Thank you for taking the time to share this so openly. Waiting that long while hearing the same queue message would test anyone’s patience, especially when you’re making a genuine effort to get assistance. Your point around clear communication and ownership is well understood; it’s a key part of the experience we aim to deliver. We’ve taken action on your feedback and have logged an onboarding support callback request for your Metrofibre service. A consultant will be reaching out to guide you through the setup and make sure your concerns are properly addressed from start to finish. We appreciate you raising this; it gives us the opportunity to step in and turn the experience around.
Kind regards,
The Mweb Team
Best regards,
Mweb's reply29 May 2026, 15:35
Official
Hello Rowen
Thank you for taking the time to share this so openly. Waiting that long while hearing the same queue message would test anyone’s patience, especially when you’re making a genuine effort to get assistance. Your point around clear communication and ownership is well understood; it’s a key part of the experience we aim to deliver. We’ve taken action on your feedback and have logged an onboarding support callback request for your Metrofibre service. A consultant will be reaching out to guide you through the setup and make sure your concerns are properly addressed from start to finish. We appreciate you raising this; it gives us the opportunity to step in and turn the experience around.
Kind regards,
The Mweb Team
Thank you for taking the time to share this so openly. Waiting that long while hearing the same queue message would test anyone’s patience, especially when you’re making a genuine effort to get assistance. Your point around clear communication and ownership is well understood; it’s a key part of the experience we aim to deliver. We’ve taken action on your feedback and have logged an onboarding support callback request for your Metrofibre service. A consultant will be reaching out to guide you through the setup and make sure your concerns are properly addressed from start to finish. We appreciate you raising this; it gives us the opportunity to step in and turn the experience around.
Kind regards,
The Mweb Team
Best regards,
rP
rowen P's updateReviewer Update
29 May 2026, 16:07 Thanks for the response and for taking action on the callback request. I do appreciate the follow-up and the intent to resolve the technical side of the issue. That said, my concern isn’t only the setup support — it’s the overall service experience leading up to this point, particularly the extended wait time and the lack of accurate queue communication. I’m raising this from a customer experience perspective, not just a technical one, because that’s where the breakdown really occurred. I’m open to the callback and hopeful it resolves the issue, but I also encourage the team to look at how expectations are being managed in the support queue — because that’s where trust is either built or lost.
rP
rowen P's update29 May 2026, 16:07
Reviewer Update
Thanks for the response and for taking action on the callback request. I do appreciate the follow-up and the intent to resolve the technical side of the issue. That said, my concern isn’t only the setup support — it’s the overall service experience leading up to this point, particularly the extended wait time and the lack of accurate queue communication. I’m raising this from a customer experience perspective, not just a technical one, because that’s where the breakdown really occurred. I’m open to the callback and hopeful it resolves the issue, but I also encourage the team to look at how expectations are being managed in the support queue — because that’s where trust is either built or lost.
rP
rowen P's updateReviewer Update
29 May 2026, 16:11 Customers don’t mind waiting — they mind being misled. ‘You are next in the queue’ sounds reassuring, but without real context it can feel deceptive. I would rather be told I’m number 200 in line than be kept in the dark. Transparency builds trust; vague reassurance breaks it.
rP
rowen P's update29 May 2026, 16:11
Reviewer Update
Customers don’t mind waiting — they mind being misled. ‘You are next in the queue’ sounds reassuring, but without real context it can feel deceptive. I would rather be told I’m number 200 in line than be kept in the dark. Transparency builds trust; vague reassurance breaks it.
Mweb's replyOfficial
29 May 2026, 16:18Hello RowenThank you for sharing this so thoughtfully. Your perspective on the experience as a whole, not just the technical side, really lands, and it’s appreciated. You’re right; the way expectations are communicated during long wait times plays a huge role in how the experience is perceived. Repeated queue messaging without real context can feel misleading, especially when you’ve already invested significant time trying to get through. Transparency builds confidence, and your point about preferring accurate positioning over vague reassurance is well taken. While the callback is in place to get your Metrofibre setup fully resolved, your feedback around queue communication and trust has been noted and shared internally. It speaks directly to how we need to evolve the experience, not just fix the issue. We’ll keep a close eye on your callback to ensure you’re properly assisted, and we value you taking the time to highlight this so clearly.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,
Mweb's reply29 May 2026, 16:18
Official
Hello RowenThank you for sharing this so thoughtfully. Your perspective on the experience as a whole, not just the technical side, really lands, and it’s appreciated. You’re right; the way expectations are communicated during long wait times plays a huge role in how the experience is perceived. Repeated queue messaging without real context can feel misleading, especially when you’ve already invested significant time trying to get through. Transparency builds confidence, and your point about preferring accurate positioning over vague reassurance is well taken. While the callback is in place to get your Metrofibre setup fully resolved, your feedback around queue communication and trust has been noted and shared internally. It speaks directly to how we need to evolve the experience, not just fix the issue. We’ll keep a close eye on your callback to ensure you’re properly assisted, and we value you taking the time to highlight this so clearly.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,
rP
rowen P's updateReviewer Update
29 May 2026, 17:17i have been assisted, thank you and much appreshated
.
.
rP
rowen P's update29 May 2026, 17:17
Reviewer Update
i have been assisted, thank you and much appreshated
.
.
Mweb's replyOfficial
01 Jun 2026, 16:13Hi Rowen,
Thank you for taking the time to come back and share this update. It’s great to hear that you’ve now been assisted, and we appreciate you confirming that the matter has been resolved.
We also value the feedback you shared earlier, as it highlights areas where the experience can be improved. This will be shared with our Service Quality Team for review to help strengthen communication and overall service delivery going forward.
If anything further comes up or you’d like us to review anything else for you, you’re welcome to reach out via Hello Peter, and the team will gladly assist.
Kind regards,
Mweb Team
Thank you for taking the time to come back and share this update. It’s great to hear that you’ve now been assisted, and we appreciate you confirming that the matter has been resolved.
We also value the feedback you shared earlier, as it highlights areas where the experience can be improved. This will be shared with our Service Quality Team for review to help strengthen communication and overall service delivery going forward.
If anything further comes up or you’d like us to review anything else for you, you’re welcome to reach out via Hello Peter, and the team will gladly assist.
Kind regards,
Mweb Team
Best regards,
Mweb's reply01 Jun 2026, 16:13
Official
Hi Rowen,
Thank you for taking the time to come back and share this update. It’s great to hear that you’ve now been assisted, and we appreciate you confirming that the matter has been resolved.
We also value the feedback you shared earlier, as it highlights areas where the experience can be improved. This will be shared with our Service Quality Team for review to help strengthen communication and overall service delivery going forward.
If anything further comes up or you’d like us to review anything else for you, you’re welcome to reach out via Hello Peter, and the team will gladly assist.
Kind regards,
Mweb Team
Thank you for taking the time to come back and share this update. It’s great to hear that you’ve now been assisted, and we appreciate you confirming that the matter has been resolved.
We also value the feedback you shared earlier, as it highlights areas where the experience can be improved. This will be shared with our Service Quality Team for review to help strengthen communication and overall service delivery going forward.
If anything further comes up or you’d like us to review anything else for you, you’re welcome to reach out via Hello Peter, and the team will gladly assist.
Kind regards,
Mweb Team
Best regards,