RB
Richard B
1 reviews | Active since May 2026
14 May 2026, 11:58
MWEB Support Response 90 Times Slower than Best Practice (That's 45 mins if you're wondering)
The international best practice live chat time delay is 30 seconds.
I shut down my MWEB Support chat after 45 minutes of waiting. That's 90 x longer.
Not that it should m make a difference, but this is after 20+ years of loyal subscription and an above-market-standard monthly uncapped payment.
Helpful (0)
Replies (3)0
Replies (3)
Mweb's replyOfficial
14 May 2026, 12:13Hi Richard,
We understand your frustration with the long wait time on the live chat and the impact this has had, especially given your long-standing relationship with Mweb. That’s not the experience we aim to deliver.
So we can assist you properly, could you please share a brief description of the issue you were trying to resolve when you joined the chat? This will help us direct your query to the correct team and get it addressed as quickly as possible.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply14 May 2026, 12:13
Official
Hi Richard,
We understand your frustration with the long wait time on the live chat and the impact this has had, especially given your long-standing relationship with Mweb. That’s not the experience we aim to deliver.
So we can assist you properly, could you please share a brief description of the issue you were trying to resolve when you joined the chat? This will help us direct your query to the correct team and get it addressed as quickly as possible.
Kind regards,
The Mweb Team
The Mweb Team
RB
Richard B's updateReviewer Update
14 May 2026, 13:01I trust the irony of your reply to a HelloPeter complaint that points out MWEB being a third of the time I waited for your live chat to actually answer isn't lost on you.
The amount of time MWEB expects me to wait hasn't 'suddenly' happened.
There's a ratio somewhere in your algorithm of support team to customers.
You obviously want to make more money so you're weighing up HOW long customers will wait.
Good test.
I hope it's saving you money because I'm now shopping elsewhere.
You know it's unacceptable.
I definitely know it's unacceptable.
and somewhere there's someone you need to fire before you're also jobless.
The amount of time MWEB expects me to wait hasn't 'suddenly' happened.
There's a ratio somewhere in your algorithm of support team to customers.
You obviously want to make more money so you're weighing up HOW long customers will wait.
Good test.
I hope it's saving you money because I'm now shopping elsewhere.
You know it's unacceptable.
I definitely know it's unacceptable.
and somewhere there's someone you need to fire before you're also jobless.
RB
Richard B's update14 May 2026, 13:01
Reviewer Update
I trust the irony of your reply to a HelloPeter complaint that points out MWEB being a third of the time I waited for your live chat to actually answer isn't lost on you.
The amount of time MWEB expects me to wait hasn't 'suddenly' happened.
There's a ratio somewhere in your algorithm of support team to customers.
You obviously want to make more money so you're weighing up HOW long customers will wait.
Good test.
I hope it's saving you money because I'm now shopping elsewhere.
You know it's unacceptable.
I definitely know it's unacceptable.
and somewhere there's someone you need to fire before you're also jobless.
The amount of time MWEB expects me to wait hasn't 'suddenly' happened.
There's a ratio somewhere in your algorithm of support team to customers.
You obviously want to make more money so you're weighing up HOW long customers will wait.
Good test.
I hope it's saving you money because I'm now shopping elsewhere.
You know it's unacceptable.
I definitely know it's unacceptable.
and somewhere there's someone you need to fire before you're also jobless.
Mweb's replyOfficial
14 May 2026, 13:54 Hi Richard,
We can see this frustration goes far beyond a once-off delay. From your perspective, the issue is that the waiting times feel systemic rather than accidental, and that the support experience has reached a point where it no longer reflects the level of service you expect from Mweb.
You’re also highlighting the disconnect between receiving a relatively quick public response here versus the excessive time spent waiting for actual assistance through the support channels themselves. We understand why that would feel deeply frustrating and leave the impression that customers are expected to tolerate unreasonable delays simply to get help.
Your feedback around support capacity, accessibility, and response times is direct, and it speaks to the wider impact these experiences have on customer trust and confidence. When repeated delays leave customers feeling unheard or unsupported, it naturally affects their decision to remain with the service.
While we understand your decision to explore other options, the concerns you’ve raised regarding prolonged queues and the overall support experience are important and will not be overlooked.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply14 May 2026, 13:54
Official
Hi Richard,
We can see this frustration goes far beyond a once-off delay. From your perspective, the issue is that the waiting times feel systemic rather than accidental, and that the support experience has reached a point where it no longer reflects the level of service you expect from Mweb.
You’re also highlighting the disconnect between receiving a relatively quick public response here versus the excessive time spent waiting for actual assistance through the support channels themselves. We understand why that would feel deeply frustrating and leave the impression that customers are expected to tolerate unreasonable delays simply to get help.
Your feedback around support capacity, accessibility, and response times is direct, and it speaks to the wider impact these experiences have on customer trust and confidence. When repeated delays leave customers feeling unheard or unsupported, it naturally affects their decision to remain with the service.
While we understand your decision to explore other options, the concerns you’ve raised regarding prolonged queues and the overall support experience are important and will not be overlooked.
Kind regards,
The Mweb Team
The Mweb Team