tN
thabo N
1 reviews | Active since Sept 2015
13 Apr 2026, 15:59
Mweb's ridiculous customer service and fibre connection
I spent hours trying to contact their support line, their chat box isn't getting monitored, I even tried their Twitter page still not getting responses. Been having disconnections on my fibrthat I have had to use my mobile data so as to be able to work for the day. If anyone knows any fibre service providers around eMfuleni in Cape Town. Please suggest one or I will have to go back to rain. I wouldn't recommend Mweb to anyone.
Helpful (0)
Replies (6)0
Replies (6)
Mweb's replyOfficial
13 Apr 2026, 16:30Hello Thabo.
Thank you for sharing this in detail.
Thank you for sharing this in detail.
It’s clear this has been a really disruptive experience, especially when you’re trying to work and having to fall back on mobile data just to stay online. When connectivity becomes unstable and support feels out of reach, it quickly shifts from inconvenience to real daily impact, and that matters.
Practical tips to improve Vuma Reach connection stability. Here are some expert, field-tested checks that often make a real difference with fibre stability:
1. Power-cycle the full chain (ONT + router)
- Switch off the ONT and router for 60 seconds
- Power ON the ONT first, wait until all stable lights show
- Then, power ON your router
This helps clear session sync issues on the line.
2. Check the ONT indicator lights
- A stable PON light usually means the fibre signal is fine
- A blinking or red LOS light often points to a line fault or external network issue
If LOS is active, it’s unlikely to be a home WiFi issue.
3. Test via Ethernet, not WiFi
- Plug a laptop directly into the router
- Run a speed test and check stability
This isolates whether the issue is fibre line-related or WiFi interference.
4. Look for peak-time congestion patterns
If drops happen mostly in the evenings, it may indicate local network congestion rather than hardware failure. That’s something the upstream fibre provider needs to investigate.
If drops happen mostly in the evenings, it may indicate local network congestion rather than hardware failure. That’s something the upstream fibre provider needs to investigate.
Regarding your service experience. Lack of response across chat, social, and call channels is not the level of support expected. When multiple channels go quiet at once, it usually points to either queue saturation or ticket routing issues, and that needs to be addressed internally so it doesn’t fall back on you chasing help repeatedly.
You're welcome to send us a privage message for any further discussion or support.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Mweb's reply13 Apr 2026, 16:30
Official
Hello Thabo.
Thank you for sharing this in detail.
Thank you for sharing this in detail.
It’s clear this has been a really disruptive experience, especially when you’re trying to work and having to fall back on mobile data just to stay online. When connectivity becomes unstable and support feels out of reach, it quickly shifts from inconvenience to real daily impact, and that matters.
Practical tips to improve Vuma Reach connection stability. Here are some expert, field-tested checks that often make a real difference with fibre stability:
1. Power-cycle the full chain (ONT + router)
- Switch off the ONT and router for 60 seconds
- Power ON the ONT first, wait until all stable lights show
- Then, power ON your router
This helps clear session sync issues on the line.
2. Check the ONT indicator lights
- A stable PON light usually means the fibre signal is fine
- A blinking or red LOS light often points to a line fault or external network issue
If LOS is active, it’s unlikely to be a home WiFi issue.
3. Test via Ethernet, not WiFi
- Plug a laptop directly into the router
- Run a speed test and check stability
This isolates whether the issue is fibre line-related or WiFi interference.
4. Look for peak-time congestion patterns
If drops happen mostly in the evenings, it may indicate local network congestion rather than hardware failure. That’s something the upstream fibre provider needs to investigate.
If drops happen mostly in the evenings, it may indicate local network congestion rather than hardware failure. That’s something the upstream fibre provider needs to investigate.
Regarding your service experience. Lack of response across chat, social, and call channels is not the level of support expected. When multiple channels go quiet at once, it usually points to either queue saturation or ticket routing issues, and that needs to be addressed internally so it doesn’t fall back on you chasing help repeatedly.
You're welcome to send us a privage message for any further discussion or support.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
tN
thabo N's updateReviewer Update
13 Apr 2026, 16:47I have tried everything that is suggested above, and the drop is happening every after 5 mins and there is no specific time that is spared for this. My TV is connected via the ethernet cable and is also experiencing the same. Can my line be cleared from your end. I can send a private reply if you need my details.
tN
thabo N's update13 Apr 2026, 16:47
Reviewer Update
I have tried everything that is suggested above, and the drop is happening every after 5 mins and there is no specific time that is spared for this. My TV is connected via the ethernet cable and is also experiencing the same. Can my line be cleared from your end. I can send a private reply if you need my details.
Mweb's replyOfficial
14 Apr 2026, 10:18Hello Thabo,
We understand how frustrating it must be to experience constant disconnections every few minutes, especially when it is affecting both your WiFi and your TV connection via Ethernet, despite already trying the suggested troubleshooting steps.
We have now provisioned and reset your line from our side to clear any potential session or provisioning issues. Please restart your router and monitor the connection to see if the disconnections continue.
If you are using a UPS or any backup power supply for your router, disconnect it and plug the router directly into a wall socket temporarily, as this will help rule out any power-related interference.
Should the issue persist after this, kindly check what the PON and LOS lights are doing on the router at the exact moment the connection drops. It would also be very helpful if you could note down the exact times and dates of each disconnection (only a few of them) so we can compare this with our session logs for further investigation.
Kind regards,
Mweb Team
We understand how frustrating it must be to experience constant disconnections every few minutes, especially when it is affecting both your WiFi and your TV connection via Ethernet, despite already trying the suggested troubleshooting steps.
We have now provisioned and reset your line from our side to clear any potential session or provisioning issues. Please restart your router and monitor the connection to see if the disconnections continue.
If you are using a UPS or any backup power supply for your router, disconnect it and plug the router directly into a wall socket temporarily, as this will help rule out any power-related interference.
Should the issue persist after this, kindly check what the PON and LOS lights are doing on the router at the exact moment the connection drops. It would also be very helpful if you could note down the exact times and dates of each disconnection (only a few of them) so we can compare this with our session logs for further investigation.
Kind regards,
Mweb Team
Mweb's reply14 Apr 2026, 10:18
Official
Hello Thabo,
We understand how frustrating it must be to experience constant disconnections every few minutes, especially when it is affecting both your WiFi and your TV connection via Ethernet, despite already trying the suggested troubleshooting steps.
We have now provisioned and reset your line from our side to clear any potential session or provisioning issues. Please restart your router and monitor the connection to see if the disconnections continue.
If you are using a UPS or any backup power supply for your router, disconnect it and plug the router directly into a wall socket temporarily, as this will help rule out any power-related interference.
Should the issue persist after this, kindly check what the PON and LOS lights are doing on the router at the exact moment the connection drops. It would also be very helpful if you could note down the exact times and dates of each disconnection (only a few of them) so we can compare this with our session logs for further investigation.
Kind regards,
Mweb Team
We understand how frustrating it must be to experience constant disconnections every few minutes, especially when it is affecting both your WiFi and your TV connection via Ethernet, despite already trying the suggested troubleshooting steps.
We have now provisioned and reset your line from our side to clear any potential session or provisioning issues. Please restart your router and monitor the connection to see if the disconnections continue.
If you are using a UPS or any backup power supply for your router, disconnect it and plug the router directly into a wall socket temporarily, as this will help rule out any power-related interference.
Should the issue persist after this, kindly check what the PON and LOS lights are doing on the router at the exact moment the connection drops. It would also be very helpful if you could note down the exact times and dates of each disconnection (only a few of them) so we can compare this with our session logs for further investigation.
Kind regards,
Mweb Team
Mweb's replyOfficial
14 Apr 2026, 10:22Hi Thabo, we can understand how disruptive and frustrating this must be, especially with the connection dropping consistently every few minutes and now affecting both your internet and TV service through the same Ethernet setup. That level of instability is not acceptable for normal usage.
We have already escalated this to our Technical Team so they can take a closer look at the line behaviour and perform a deeper stability review. Based on what you’ve described, this is not something that can be resolved through standard troubleshooting steps, which is why it’s now being handled at a higher technical level.
At this stage, the team will focus on stabilising the line and clearing any potential session or network-side faults that could be causing the repeated drops.
We appreciate your patience while this is being worked on and will ensure you’re updated as soon as there is progress.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply14 Apr 2026, 10:22
Official
Hi Thabo, we can understand how disruptive and frustrating this must be, especially with the connection dropping consistently every few minutes and now affecting both your internet and TV service through the same Ethernet setup. That level of instability is not acceptable for normal usage.
We have already escalated this to our Technical Team so they can take a closer look at the line behaviour and perform a deeper stability review. Based on what you’ve described, this is not something that can be resolved through standard troubleshooting steps, which is why it’s now being handled at a higher technical level.
At this stage, the team will focus on stabilising the line and clearing any potential session or network-side faults that could be causing the repeated drops.
We appreciate your patience while this is being worked on and will ensure you’re updated as soon as there is progress.
Kind regards,
The Mweb Team
The Mweb Team
tN
thabo N's updateReviewer Update
14 Apr 2026, 11:28I have rebooted the router but the issue persists, I have also checked the PON light and it remains green as it was when connected. Vumatel also tried to clear the line yesterday but the issue was still there. I am using my mobile data again today which isn't ideal. Please assist.
tN
thabo N's update14 Apr 2026, 11:28
Reviewer Update
I have rebooted the router but the issue persists, I have also checked the PON light and it remains green as it was when connected. Vumatel also tried to clear the line yesterday but the issue was still there. I am using my mobile data again today which isn't ideal. Please assist.
Mweb's replyOfficial
14 Apr 2026, 11:34Hi Thabo, we can understand how frustrating this is, especially after already rebooting, checking the PON light, and even having Vumatel attempt a line clear, yet the issue is still persisting. Having to fall back on mobile data again is definitely not ideal.
We want to confirm that our Technical Team is actively working on this and will be investigating the ongoing drops further from our side. Since the basic checks have already been done and the fault is still present, the focus now will be on deeper line stability testing and identifying where the interruption is occurring despite the fibre signal appearing stable on the ONT.
We appreciate your continued patience while this is being worked on and will ensure the team provides feedback as soon as there is progress or further action required.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply14 Apr 2026, 11:34
Official
Hi Thabo, we can understand how frustrating this is, especially after already rebooting, checking the PON light, and even having Vumatel attempt a line clear, yet the issue is still persisting. Having to fall back on mobile data again is definitely not ideal.
We want to confirm that our Technical Team is actively working on this and will be investigating the ongoing drops further from our side. Since the basic checks have already been done and the fault is still present, the focus now will be on deeper line stability testing and identifying where the interruption is occurring despite the fibre signal appearing stable on the ONT.
We appreciate your continued patience while this is being worked on and will ensure the team provides feedback as soon as there is progress or further action required.
Kind regards,
The Mweb Team
The Mweb Team