JS
Jan-Louis Spoelstra
1 reviews | Active since Oct 2020
13 May 2026, 16:11
MWeb only have customer disservice unit
My fibre connection is out and I am trying to log a fault by phoning Mweb. I am now already holding more than 75 minutes waiting to speak to an agent and I only moved from position 15 to 5! On the live chat I am also waiting for more than 70 minutes for an agent to respond. This is not customer service! How do I get to report mu fault or must I just move to another service provider?
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Replies (4)0
Replies (4)
Mweb's replyOfficial
13 May 2026, 16:32Hi Jan-Louis,
Thank you for taking the time to raise this with us. Being without fibre, waiting over an hour on the phone, and experiencing the same delays on live chat while trying to report a fault is understandably frustrating, especially when you just need the service restored. This is not the experience we want for our clients, and we recognise the impact this has when you’re left without connectivity and support.
We’ve checked on our side and can confirm that there are no confirmed outages affecting your area at this stage. To help rule out a local connection issue, please try the following steps if you haven’t already:
Ensure all cabling is firmly connected, particularly the fibre cable and Ethernet cable.
Restart both the router and the Evotel ONT by switching them off, waiting about 30 seconds, and powering them back on.
If the connection remains down, please check the PON and LOS lights on the Evotel ONT and let us know whether they are solid green, flashing green, or red, as this will help determine the next step.
Kind regards,
Mweb Team
Thank you for taking the time to raise this with us. Being without fibre, waiting over an hour on the phone, and experiencing the same delays on live chat while trying to report a fault is understandably frustrating, especially when you just need the service restored. This is not the experience we want for our clients, and we recognise the impact this has when you’re left without connectivity and support.
We’ve checked on our side and can confirm that there are no confirmed outages affecting your area at this stage. To help rule out a local connection issue, please try the following steps if you haven’t already:
Ensure all cabling is firmly connected, particularly the fibre cable and Ethernet cable.
Restart both the router and the Evotel ONT by switching them off, waiting about 30 seconds, and powering them back on.
If the connection remains down, please check the PON and LOS lights on the Evotel ONT and let us know whether they are solid green, flashing green, or red, as this will help determine the next step.
Kind regards,
Mweb Team
Best regards,
Mweb's reply13 May 2026, 16:32
Official
Hi Jan-Louis,
Thank you for taking the time to raise this with us. Being without fibre, waiting over an hour on the phone, and experiencing the same delays on live chat while trying to report a fault is understandably frustrating, especially when you just need the service restored. This is not the experience we want for our clients, and we recognise the impact this has when you’re left without connectivity and support.
We’ve checked on our side and can confirm that there are no confirmed outages affecting your area at this stage. To help rule out a local connection issue, please try the following steps if you haven’t already:
Ensure all cabling is firmly connected, particularly the fibre cable and Ethernet cable.
Restart both the router and the Evotel ONT by switching them off, waiting about 30 seconds, and powering them back on.
If the connection remains down, please check the PON and LOS lights on the Evotel ONT and let us know whether they are solid green, flashing green, or red, as this will help determine the next step.
Kind regards,
Mweb Team
Thank you for taking the time to raise this with us. Being without fibre, waiting over an hour on the phone, and experiencing the same delays on live chat while trying to report a fault is understandably frustrating, especially when you just need the service restored. This is not the experience we want for our clients, and we recognise the impact this has when you’re left without connectivity and support.
We’ve checked on our side and can confirm that there are no confirmed outages affecting your area at this stage. To help rule out a local connection issue, please try the following steps if you haven’t already:
Ensure all cabling is firmly connected, particularly the fibre cable and Ethernet cable.
Restart both the router and the Evotel ONT by switching them off, waiting about 30 seconds, and powering them back on.
If the connection remains down, please check the PON and LOS lights on the Evotel ONT and let us know whether they are solid green, flashing green, or red, as this will help determine the next step.
Kind regards,
Mweb Team
Best regards,
Mweb's replyOfficial
13 May 2026, 16:32Hi Jan-Louis,
Thank you for taking the time to raise this with us. Being without fibre, waiting over an hour on the phone, and experiencing the same delays on live chat while trying to report a fault is understandably frustrating, especially when you just need the service restored. This is not the experience we want for our clients, and we recognise the impact this has when you’re left without connectivity and support.
We’ve checked on our side and can confirm that there are no confirmed outages affecting your area at this stage. To help rule out a local connection issue, please try the following steps if you haven’t already:
Ensure all cabling is firmly connected, particularly the fibre cable and Ethernet cable.
Restart both the router and the Evotel ONT by switching them off, waiting about 30 seconds, and powering them back on.
If the connection remains down, please check the PON and LOS lights on the Evotel ONT and let us know whether they are solid green, flashing green, or red, as this will help determine the next step.
Kind regards,
Mweb Team
Thank you for taking the time to raise this with us. Being without fibre, waiting over an hour on the phone, and experiencing the same delays on live chat while trying to report a fault is understandably frustrating, especially when you just need the service restored. This is not the experience we want for our clients, and we recognise the impact this has when you’re left without connectivity and support.
We’ve checked on our side and can confirm that there are no confirmed outages affecting your area at this stage. To help rule out a local connection issue, please try the following steps if you haven’t already:
Ensure all cabling is firmly connected, particularly the fibre cable and Ethernet cable.
Restart both the router and the Evotel ONT by switching them off, waiting about 30 seconds, and powering them back on.
If the connection remains down, please check the PON and LOS lights on the Evotel ONT and let us know whether they are solid green, flashing green, or red, as this will help determine the next step.
Kind regards,
Mweb Team
Best regards,
Mweb's reply13 May 2026, 16:32
Official
Hi Jan-Louis,
Thank you for taking the time to raise this with us. Being without fibre, waiting over an hour on the phone, and experiencing the same delays on live chat while trying to report a fault is understandably frustrating, especially when you just need the service restored. This is not the experience we want for our clients, and we recognise the impact this has when you’re left without connectivity and support.
We’ve checked on our side and can confirm that there are no confirmed outages affecting your area at this stage. To help rule out a local connection issue, please try the following steps if you haven’t already:
Ensure all cabling is firmly connected, particularly the fibre cable and Ethernet cable.
Restart both the router and the Evotel ONT by switching them off, waiting about 30 seconds, and powering them back on.
If the connection remains down, please check the PON and LOS lights on the Evotel ONT and let us know whether they are solid green, flashing green, or red, as this will help determine the next step.
Kind regards,
Mweb Team
Thank you for taking the time to raise this with us. Being without fibre, waiting over an hour on the phone, and experiencing the same delays on live chat while trying to report a fault is understandably frustrating, especially when you just need the service restored. This is not the experience we want for our clients, and we recognise the impact this has when you’re left without connectivity and support.
We’ve checked on our side and can confirm that there are no confirmed outages affecting your area at this stage. To help rule out a local connection issue, please try the following steps if you haven’t already:
Ensure all cabling is firmly connected, particularly the fibre cable and Ethernet cable.
Restart both the router and the Evotel ONT by switching them off, waiting about 30 seconds, and powering them back on.
If the connection remains down, please check the PON and LOS lights on the Evotel ONT and let us know whether they are solid green, flashing green, or red, as this will help determine the next step.
Kind regards,
Mweb Team
Best regards,
JS
Jan-Louis Spoelstra's updateReviewer Update
13 May 2026, 17:38I do have a red light on the ONT device.
I need Mweb to get their support staff back at the office. The agent that answered after 91 minutes had her children make such a noise that I thought a second call was added to ours. Responding to me took only 5 minutes. In 95 minutes it seemed that you could only serve 15 people, this is pathetic. Ensure supervision and tell me how you are going to compensate me for my inconvenience
I need Mweb to get their support staff back at the office. The agent that answered after 91 minutes had her children make such a noise that I thought a second call was added to ours. Responding to me took only 5 minutes. In 95 minutes it seemed that you could only serve 15 people, this is pathetic. Ensure supervision and tell me how you are going to compensate me for my inconvenience
JS
Jan-Louis Spoelstra's update13 May 2026, 17:38
Reviewer Update
I do have a red light on the ONT device.
I need Mweb to get their support staff back at the office. The agent that answered after 91 minutes had her children make such a noise that I thought a second call was added to ours. Responding to me took only 5 minutes. In 95 minutes it seemed that you could only serve 15 people, this is pathetic. Ensure supervision and tell me how you are going to compensate me for my inconvenience
I need Mweb to get their support staff back at the office. The agent that answered after 91 minutes had her children make such a noise that I thought a second call was added to ours. Responding to me took only 5 minutes. In 95 minutes it seemed that you could only serve 15 people, this is pathetic. Ensure supervision and tell me how you are going to compensate me for my inconvenience
Mweb's replyOfficial
14 May 2026, 10:35Hi Jan-Louis, We understand your frustration, especially after the extended wait time, the poor call experience, and now being left with a red light on your ONT device which indicates an active service fault. We also acknowledge your concerns regarding the overall support experience, this is not the standard we aim to deliver. We can confirm that your issue has now been logged with our third-party technical team for urgent investigation. The red ONT light has been flagged as a priority fault, and they will be reviewing the line status and service connectivity to identify and resolve the cause of the outage. Regarding your experience with support, we understand your dissatisfaction with the delay and handling of the call. This feedback has been noted as part of the case for internal review by the relevant operations teams. At this stage, the focus is on restoring your connection as quickly as possible, and the technical team will provide feedback or next steps once their investigation is complete. Kind regards,
The Mweb Team
The Mweb Team
Best regards,
Mweb's reply14 May 2026, 10:35
Official
Hi Jan-Louis, We understand your frustration, especially after the extended wait time, the poor call experience, and now being left with a red light on your ONT device which indicates an active service fault. We also acknowledge your concerns regarding the overall support experience, this is not the standard we aim to deliver. We can confirm that your issue has now been logged with our third-party technical team for urgent investigation. The red ONT light has been flagged as a priority fault, and they will be reviewing the line status and service connectivity to identify and resolve the cause of the outage. Regarding your experience with support, we understand your dissatisfaction with the delay and handling of the call. This feedback has been noted as part of the case for internal review by the relevant operations teams. At this stage, the focus is on restoring your connection as quickly as possible, and the technical team will provide feedback or next steps once their investigation is complete. Kind regards,
The Mweb Team
The Mweb Team
Best regards,