Mweb poor service and holding for over an hour

We recently moved to a new house, and I gave 30 days’ notice, making it clear that the internet needed to be installed on Friday, 26 September 2025, as I required it for the weekend and for work on the following Monday.

I was instructed to bring the router with me, which I did. However, upon arrival at the new house, the internet did not work. I phoned support and was on hold for over an hour, repeatedly being told I was “first in line.” Eventually, I had to use a second phone to try again, only to be transferred back into the same queue where no one answered.

When I finally managed to get through, I was told that the installation had not been booked for the 26th but for the 27th. To get it activated sooner, I was advised that it would need to be cancelled and rebooked.

Now that the installation is complete, I have been informed that I need a new router. Unfortunately, every attempt to call again results in being transferred endlessly and left on hold for 30 minutes or longer with no resolution.

At this stage, it is proving almost impossible to receive proper service or assistance. I urgently need this matter resolved, including provision of the correct/new router and confirmation that my internet connection is stable and active.