MB
Mark B
1 reviews | Active since Oct 2015
25 Aug 2026, 08:47
My WiFi went down last night and the help line/live chat was closed but according to the website both of these were meant to open at 7
My WiFi went down last night and the help line/live chat was closed but according to the website both of these were meant to open at 7.30 the following day. So I was online at 7.30 exactly the next morning both on the phone and the live webchat. I held on for 30 mins (!) before Shuab came online at 8am. He was extremely helpful and sorted my problem out in a flash. So kudos to him, but not so much to the webchat agents who never bothered to respond and who are still showing as offline at 8.45!! But why state that Technical Help will be available from 7.30 when it’s obvious that people are only available from 8am?
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Mweb's replyOfficial
25 Aug 2026, 08:51Hi Mark,
Thank you for sharing such detailed feedback. It’s great to hear that Shuab was able to assist you promptly and get your connection restored once you reached him. We’ll certainly acknowledge the positive service you received from him.
Thank you for sharing such detailed feedback. It’s great to hear that Shuab was able to assist you promptly and get your connection restored once you reached him. We’ll certainly acknowledge the positive service you received from him.
We also understand your frustration with waiting from 7:30am and being unable to reach the technical support team despite the published operating hours. Having to wait 30 minutes before getting assistance, particularly when your connection is down, is understandably frustrating.
We appreciate you highlighting the discrepancy between the advertised support hours and your experience. Feedback like this helps us identify where the customer experience can be improved.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply25 Aug 2026, 08:51
Official
Hi Mark,
Thank you for sharing such detailed feedback. It’s great to hear that Shuab was able to assist you promptly and get your connection restored once you reached him. We’ll certainly acknowledge the positive service you received from him.
Thank you for sharing such detailed feedback. It’s great to hear that Shuab was able to assist you promptly and get your connection restored once you reached him. We’ll certainly acknowledge the positive service you received from him.
We also understand your frustration with waiting from 7:30am and being unable to reach the technical support team despite the published operating hours. Having to wait 30 minutes before getting assistance, particularly when your connection is down, is understandably frustrating.
We appreciate you highlighting the discrepancy between the advertised support hours and your experience. Feedback like this helps us identify where the customer experience can be improved.
Kind regards,
The Mweb Team
The Mweb Team