CR
Cindy R
1 reviews | Active since Nov 2013
15 May 2026, 11:04
MWEB - SHOCKING SERVICE
AGAIN MWEB!!!! NO RESPONSE SINCE WEDNESDAY - I HELD ON FOR SUPPORT FOR 30 MINUTES ONLY TO BE PUT ON HOLD AND THEN THE PERSON DROPPED THE CALL! I STARTED A CHAT ON WHATSAPP AT 10:19 - I AM STILL WAITING FOR A RESPONSE!!!!!!!!!!!!!!!!!!!!
Helpful (0)
Replies (5)0
Replies (5)
Mweb's replyOfficial
15 May 2026, 11:29Hi Cindy,
Being without a response since Wednesday, spending time on hold only to have calls dropped, and waiting for hours on WhatsApp without feedback understandably leaves you feeling unsupported at the exact moment you need help most. This is not the experience we want for our clients, and we understand how frustrating this has been.
We’ve located your account and can confirm there is an open line fault logged. Metrofibre has advised that corrections were made on their side, and to help restore connectivity on your end, please try the following steps:
Ensure the Ethernet cable is firmly connected from LAN1 on the Metrofibre ONT to the WAN port on your ZTE router.
Once confirmed, please restart both the Metrofibre ONT and the ZTE router by switching them off, waiting about 30 seconds, and switching them back on.
After restarting, test whether the connection restores once the lights have returned.
If the connection is still down, please let us know:
What the status lights are doing on the ZTE router and on the Metrofibre ONT.
If you still need help after trying the above, please send us a direct message on Hello Peter with the light status and any changes you notice, and we’ll continue assisting.
Kind regards,
Mweb Team
Being without a response since Wednesday, spending time on hold only to have calls dropped, and waiting for hours on WhatsApp without feedback understandably leaves you feeling unsupported at the exact moment you need help most. This is not the experience we want for our clients, and we understand how frustrating this has been.
We’ve located your account and can confirm there is an open line fault logged. Metrofibre has advised that corrections were made on their side, and to help restore connectivity on your end, please try the following steps:
Ensure the Ethernet cable is firmly connected from LAN1 on the Metrofibre ONT to the WAN port on your ZTE router.
Once confirmed, please restart both the Metrofibre ONT and the ZTE router by switching them off, waiting about 30 seconds, and switching them back on.
After restarting, test whether the connection restores once the lights have returned.
If the connection is still down, please let us know:
What the status lights are doing on the ZTE router and on the Metrofibre ONT.
If you still need help after trying the above, please send us a direct message on Hello Peter with the light status and any changes you notice, and we’ll continue assisting.
Kind regards,
Mweb Team
Mweb's reply15 May 2026, 11:29
Official
Hi Cindy,
Being without a response since Wednesday, spending time on hold only to have calls dropped, and waiting for hours on WhatsApp without feedback understandably leaves you feeling unsupported at the exact moment you need help most. This is not the experience we want for our clients, and we understand how frustrating this has been.
We’ve located your account and can confirm there is an open line fault logged. Metrofibre has advised that corrections were made on their side, and to help restore connectivity on your end, please try the following steps:
Ensure the Ethernet cable is firmly connected from LAN1 on the Metrofibre ONT to the WAN port on your ZTE router.
Once confirmed, please restart both the Metrofibre ONT and the ZTE router by switching them off, waiting about 30 seconds, and switching them back on.
After restarting, test whether the connection restores once the lights have returned.
If the connection is still down, please let us know:
What the status lights are doing on the ZTE router and on the Metrofibre ONT.
If you still need help after trying the above, please send us a direct message on Hello Peter with the light status and any changes you notice, and we’ll continue assisting.
Kind regards,
Mweb Team
Being without a response since Wednesday, spending time on hold only to have calls dropped, and waiting for hours on WhatsApp without feedback understandably leaves you feeling unsupported at the exact moment you need help most. This is not the experience we want for our clients, and we understand how frustrating this has been.
We’ve located your account and can confirm there is an open line fault logged. Metrofibre has advised that corrections were made on their side, and to help restore connectivity on your end, please try the following steps:
Ensure the Ethernet cable is firmly connected from LAN1 on the Metrofibre ONT to the WAN port on your ZTE router.
Once confirmed, please restart both the Metrofibre ONT and the ZTE router by switching them off, waiting about 30 seconds, and switching them back on.
After restarting, test whether the connection restores once the lights have returned.
If the connection is still down, please let us know:
What the status lights are doing on the ZTE router and on the Metrofibre ONT.
If you still need help after trying the above, please send us a direct message on Hello Peter with the light status and any changes you notice, and we’ll continue assisting.
Kind regards,
Mweb Team
CR
Cindy R's updateReviewer Update
15 May 2026, 11:42ARE YOU MAD???????THIS HAS BEEN DONE OVER AND OVER AND OVER AGIAN. YOU NEED TO SEND SOMEONE OUT TO FIX IT ASAP.
IT IS NOT WORKING AND YOU NEED TO FIX IT TODAY
IT IS NOT WORKING AND YOU NEED TO FIX IT TODAY
CR
Cindy R's update15 May 2026, 11:42
Reviewer Update
ARE YOU MAD???????THIS HAS BEEN DONE OVER AND OVER AND OVER AGIAN. YOU NEED TO SEND SOMEONE OUT TO FIX IT ASAP.
IT IS NOT WORKING AND YOU NEED TO FIX IT TODAY
IT IS NOT WORKING AND YOU NEED TO FIX IT TODAY
Mweb's replyOfficial
15 May 2026, 12:38Hi Cindy,
Thank you for coming back to us and for continuing to engage, especially after everything you’ve already tried. We understand how upsetting it is to feel like you’re repeating the same steps without results, and to still be without working service after putting in so much effort. We can see that you were in contact with an agent previously, and given that the issue persists, we’ve escalated the matter back to the team handling fault follow‑ups, requesting an urgent escalation for further technical assistance. The team has been asked to prioritise this due to the ongoing downtime, and you will receive direct feedback from them as soon as an update is available.
Kind regards,
Mweb Team
Thank you for coming back to us and for continuing to engage, especially after everything you’ve already tried. We understand how upsetting it is to feel like you’re repeating the same steps without results, and to still be without working service after putting in so much effort. We can see that you were in contact with an agent previously, and given that the issue persists, we’ve escalated the matter back to the team handling fault follow‑ups, requesting an urgent escalation for further technical assistance. The team has been asked to prioritise this due to the ongoing downtime, and you will receive direct feedback from them as soon as an update is available.
Kind regards,
Mweb Team
Mweb's reply15 May 2026, 12:38
Official
Hi Cindy,
Thank you for coming back to us and for continuing to engage, especially after everything you’ve already tried. We understand how upsetting it is to feel like you’re repeating the same steps without results, and to still be without working service after putting in so much effort. We can see that you were in contact with an agent previously, and given that the issue persists, we’ve escalated the matter back to the team handling fault follow‑ups, requesting an urgent escalation for further technical assistance. The team has been asked to prioritise this due to the ongoing downtime, and you will receive direct feedback from them as soon as an update is available.
Kind regards,
Mweb Team
Thank you for coming back to us and for continuing to engage, especially after everything you’ve already tried. We understand how upsetting it is to feel like you’re repeating the same steps without results, and to still be without working service after putting in so much effort. We can see that you were in contact with an agent previously, and given that the issue persists, we’ve escalated the matter back to the team handling fault follow‑ups, requesting an urgent escalation for further technical assistance. The team has been asked to prioritise this due to the ongoing downtime, and you will receive direct feedback from them as soon as an update is available.
Kind regards,
Mweb Team
CR
Cindy R's updateReviewer Update
15 May 2026, 13:23Why is it taking so long to resolve this? Its been an on going issue since the get go. No one seems to be able to fix the issue, and you are wasting time every day. And every day I am losing money -
CR
Cindy R's update15 May 2026, 13:23
Reviewer Update
Why is it taking so long to resolve this? Its been an on going issue since the get go. No one seems to be able to fix the issue, and you are wasting time every day. And every day I am losing money -
Mweb's replyOfficial
15 May 2026, 14:44Hi Cindy,
Thank you for coming back to us. We recognise the impact this has had on you, and this is not the experience we want our clients to have. A technical specialist callback has been arranged to take a deeper look into the issue and address it properly. This has been logged under ticket reference MWB***2 and has been marked as a priority due to the ongoing disruption. The specialist will review the full history and current status to determine the next steps toward resolution.
Kind regards,
Mweb Team
Thank you for coming back to us. We recognise the impact this has had on you, and this is not the experience we want our clients to have. A technical specialist callback has been arranged to take a deeper look into the issue and address it properly. This has been logged under ticket reference MWB***2 and has been marked as a priority due to the ongoing disruption. The specialist will review the full history and current status to determine the next steps toward resolution.
Kind regards,
Mweb Team
Mweb's reply15 May 2026, 14:44
Official
Hi Cindy,
Thank you for coming back to us. We recognise the impact this has had on you, and this is not the experience we want our clients to have. A technical specialist callback has been arranged to take a deeper look into the issue and address it properly. This has been logged under ticket reference MWB***2 and has been marked as a priority due to the ongoing disruption. The specialist will review the full history and current status to determine the next steps toward resolution.
Kind regards,
Mweb Team
Thank you for coming back to us. We recognise the impact this has had on you, and this is not the experience we want our clients to have. A technical specialist callback has been arranged to take a deeper look into the issue and address it properly. This has been logged under ticket reference MWB***2 and has been marked as a priority due to the ongoing disruption. The specialist will review the full history and current status to determine the next steps toward resolution.
Kind regards,
Mweb Team