SM
Sophy M
1 reviews | Active since Sept 2015
09 Apr 2026, 09:43
No Assistance with Internet Connection
We haven't had internet for the past 24 hours. I have been holding on a call to them for over an hour now, with no assistance. Their service sucks.
Helpful (0)
Replies (6)0
Replies (6)
Mweb's replyOfficial
09 Apr 2026, 10:08Good day, Sophy,
We completely understand how frustrating it must be to be without internet for the past 24 hours, especially after waiting over an hour on the phone without assistance. Being unable to access your connection when you rely on it daily can be very disruptive, and it’s understandable that this has caused significant frustration.
We don’t see any outages reported for your area. Please try restarting your Zyxel router and Metrofibre ONT (fibre wall unit) to see if the connection is restored.
If your connection remains down, please send us a private message on Hello Peter confirming the status of each light on the Metrofibre ONT. This will allow our team to determine the next steps and provide guidance to restore your service.
Kind regards,
Mweb Team
We completely understand how frustrating it must be to be without internet for the past 24 hours, especially after waiting over an hour on the phone without assistance. Being unable to access your connection when you rely on it daily can be very disruptive, and it’s understandable that this has caused significant frustration.
We don’t see any outages reported for your area. Please try restarting your Zyxel router and Metrofibre ONT (fibre wall unit) to see if the connection is restored.
If your connection remains down, please send us a private message on Hello Peter confirming the status of each light on the Metrofibre ONT. This will allow our team to determine the next steps and provide guidance to restore your service.
Kind regards,
Mweb Team
Mweb's reply09 Apr 2026, 10:08
Official
Good day, Sophy,
We completely understand how frustrating it must be to be without internet for the past 24 hours, especially after waiting over an hour on the phone without assistance. Being unable to access your connection when you rely on it daily can be very disruptive, and it’s understandable that this has caused significant frustration.
We don’t see any outages reported for your area. Please try restarting your Zyxel router and Metrofibre ONT (fibre wall unit) to see if the connection is restored.
If your connection remains down, please send us a private message on Hello Peter confirming the status of each light on the Metrofibre ONT. This will allow our team to determine the next steps and provide guidance to restore your service.
Kind regards,
Mweb Team
We completely understand how frustrating it must be to be without internet for the past 24 hours, especially after waiting over an hour on the phone without assistance. Being unable to access your connection when you rely on it daily can be very disruptive, and it’s understandable that this has caused significant frustration.
We don’t see any outages reported for your area. Please try restarting your Zyxel router and Metrofibre ONT (fibre wall unit) to see if the connection is restored.
If your connection remains down, please send us a private message on Hello Peter confirming the status of each light on the Metrofibre ONT. This will allow our team to determine the next steps and provide guidance to restore your service.
Kind regards,
Mweb Team
SM
Sophy M's updateReviewer Update
09 Apr 2026, 10:59Please contact me as I have been on the phone with one of your agents and was clueless about what he was doing.
SM
Sophy M's update09 Apr 2026, 10:59
Reviewer Update
Please contact me as I have been on the phone with one of your agents and was clueless about what he was doing.
Mweb's replyOfficial
09 Apr 2026, 15:10Hello Sophy. Thank you for flagging this. A flickering PON light on your fibre device usually indicates that the connection between your home and the Metrofibre network isn’t stable or hasn’t been fully established. In simple terms, your line is struggling to “lock in” to the fibre signal, which would explain the connection issues you’re experiencing. To help us move quickly, we have arranged for our tech support team to call to further troubleshoot the line and advise on the next steps directly.
Please feel free to reach out to us for any further updates or support. We are here for you.
Kind regards,The Mweb Team
Please feel free to reach out to us for any further updates or support. We are here for you.
Kind regards,The Mweb Team
Mweb's reply09 Apr 2026, 15:10
Official
Hello Sophy. Thank you for flagging this. A flickering PON light on your fibre device usually indicates that the connection between your home and the Metrofibre network isn’t stable or hasn’t been fully established. In simple terms, your line is struggling to “lock in” to the fibre signal, which would explain the connection issues you’re experiencing. To help us move quickly, we have arranged for our tech support team to call to further troubleshoot the line and advise on the next steps directly.
Please feel free to reach out to us for any further updates or support. We are here for you.
Kind regards,The Mweb Team
Please feel free to reach out to us for any further updates or support. We are here for you.
Kind regards,The Mweb Team
SM
Sophy M's updateReviewer Update
09 Apr 2026, 15:53My patience has run out, they called and hung up on me.
SM
Sophy M's update09 Apr 2026, 15:53
Reviewer Update
My patience has run out, they called and hung up on me.
Mweb's replyOfficial
09 Apr 2026, 16:31 Good day, Sophy,
We have reached out and updated them with your above feedback directly. They will try to be in touch again ASAP.
Kind regards,
Mweb Team
We have reached out and updated them with your above feedback directly. They will try to be in touch again ASAP.
Kind regards,
Mweb Team
Mweb's reply09 Apr 2026, 16:31
Official
Good day, Sophy,
We have reached out and updated them with your above feedback directly. They will try to be in touch again ASAP.
Kind regards,
Mweb Team
We have reached out and updated them with your above feedback directly. They will try to be in touch again ASAP.
Kind regards,
Mweb Team
Mweb's replyOfficial
10 Apr 2026, 10:58Hello Sophy.
We have logged a follow up with the technical support team and will continue to be here for you for any further assistance.
Kind regards,
The Mweb Team
We have logged a follow up with the technical support team and will continue to be here for you for any further assistance.
Kind regards,
The Mweb Team
Mweb's reply10 Apr 2026, 10:58
Official
Hello Sophy.
We have logged a follow up with the technical support team and will continue to be here for you for any further assistance.
Kind regards,
The Mweb Team
We have logged a follow up with the technical support team and will continue to be here for you for any further assistance.
Kind regards,
The Mweb Team