CA
Candice A
1 reviews | Active since Dec 2021
05 Jun 2026, 11:39
No help at the helpdesk
No help at the Helpdesk Long wait Unanswered call Still no fibre connected Poor service
Helpful (0)
Replies (5)0
Replies (5)CA
Candice A's updateReviewer Update
05 Jun 2026, 11:45Our connection was lost last night, somehow. I tried to switched everything off, restart, reconnect - everything but nothing worked.
This morning, just after 09h30 I called the Call Centre in an attempt to resolve this matter. I had not received a notification of any outages. When I called, I was 18th, I held on for almost 2 hours. Just after 11h30 my call got dropped after the voice prompt told me that I was next in line...
The call was ended.
I called back immediately only now, I was 20th in line? How is it possible? Is there only one agent on duty? There was a 1 minute time lapse between me being next in line and being 20th? I held on for 2 hours?
Pathetic service from this company
This morning, just after 09h30 I called the Call Centre in an attempt to resolve this matter. I had not received a notification of any outages. When I called, I was 18th, I held on for almost 2 hours. Just after 11h30 my call got dropped after the voice prompt told me that I was next in line...
The call was ended.
I called back immediately only now, I was 20th in line? How is it possible? Is there only one agent on duty? There was a 1 minute time lapse between me being next in line and being 20th? I held on for 2 hours?
Pathetic service from this company
CA
Candice A's update05 Jun 2026, 11:45
Reviewer Update
Our connection was lost last night, somehow. I tried to switched everything off, restart, reconnect - everything but nothing worked.
This morning, just after 09h30 I called the Call Centre in an attempt to resolve this matter. I had not received a notification of any outages. When I called, I was 18th, I held on for almost 2 hours. Just after 11h30 my call got dropped after the voice prompt told me that I was next in line...
The call was ended.
I called back immediately only now, I was 20th in line? How is it possible? Is there only one agent on duty? There was a 1 minute time lapse between me being next in line and being 20th? I held on for 2 hours?
Pathetic service from this company
This morning, just after 09h30 I called the Call Centre in an attempt to resolve this matter. I had not received a notification of any outages. When I called, I was 18th, I held on for almost 2 hours. Just after 11h30 my call got dropped after the voice prompt told me that I was next in line...
The call was ended.
I called back immediately only now, I was 20th in line? How is it possible? Is there only one agent on duty? There was a 1 minute time lapse between me being next in line and being 20th? I held on for 2 hours?
Pathetic service from this company
Mweb's replyOfficial
05 Jun 2026, 12:19Hi Candice,
We understand how frustrating it must be to be without an internet connection and then spend hours trying to reach support without success. When your service is down, getting prompt assistance is critical, and not being able to get through can feel extremely discouraging. This situation has clearly not met the level of responsiveness and support you should expect, especially when it comes to restoring your connection quickly.
From our side, we can confirm there are no outages or down status detected on your line, however your router is not establishing a connection to the network. To help restore connectivity, please try the following:
Ensure the Ethernet cable is securely connected
Confirm the cable runs from the WAN port on your Zyxel router to LAN 1 on the Openserve ONT
Restart both the Zyxel router and the Openserve ONT, and allow a few minutes for both to fully power up to see if the port reset done on our side restores connectivity
If the connection remains down, please let us know via direct message on Hello Peter:
What the globe/internet light is doing on the Zyxel router
What the PON and LOS lights are doing on the Openserve ONT
This will help us determine the next steps more accurately.
We will continue working with you to get your connection restored so you can get back online without further disruption.
Kind regards,
Mweb Team
We understand how frustrating it must be to be without an internet connection and then spend hours trying to reach support without success. When your service is down, getting prompt assistance is critical, and not being able to get through can feel extremely discouraging. This situation has clearly not met the level of responsiveness and support you should expect, especially when it comes to restoring your connection quickly.
From our side, we can confirm there are no outages or down status detected on your line, however your router is not establishing a connection to the network. To help restore connectivity, please try the following:
Ensure the Ethernet cable is securely connected
Confirm the cable runs from the WAN port on your Zyxel router to LAN 1 on the Openserve ONT
Restart both the Zyxel router and the Openserve ONT, and allow a few minutes for both to fully power up to see if the port reset done on our side restores connectivity
If the connection remains down, please let us know via direct message on Hello Peter:
What the globe/internet light is doing on the Zyxel router
What the PON and LOS lights are doing on the Openserve ONT
This will help us determine the next steps more accurately.
We will continue working with you to get your connection restored so you can get back online without further disruption.
Kind regards,
Mweb Team
Mweb's reply05 Jun 2026, 12:19
Official
Hi Candice,
We understand how frustrating it must be to be without an internet connection and then spend hours trying to reach support without success. When your service is down, getting prompt assistance is critical, and not being able to get through can feel extremely discouraging. This situation has clearly not met the level of responsiveness and support you should expect, especially when it comes to restoring your connection quickly.
From our side, we can confirm there are no outages or down status detected on your line, however your router is not establishing a connection to the network. To help restore connectivity, please try the following:
Ensure the Ethernet cable is securely connected
Confirm the cable runs from the WAN port on your Zyxel router to LAN 1 on the Openserve ONT
Restart both the Zyxel router and the Openserve ONT, and allow a few minutes for both to fully power up to see if the port reset done on our side restores connectivity
If the connection remains down, please let us know via direct message on Hello Peter:
What the globe/internet light is doing on the Zyxel router
What the PON and LOS lights are doing on the Openserve ONT
This will help us determine the next steps more accurately.
We will continue working with you to get your connection restored so you can get back online without further disruption.
Kind regards,
Mweb Team
We understand how frustrating it must be to be without an internet connection and then spend hours trying to reach support without success. When your service is down, getting prompt assistance is critical, and not being able to get through can feel extremely discouraging. This situation has clearly not met the level of responsiveness and support you should expect, especially when it comes to restoring your connection quickly.
From our side, we can confirm there are no outages or down status detected on your line, however your router is not establishing a connection to the network. To help restore connectivity, please try the following:
Ensure the Ethernet cable is securely connected
Confirm the cable runs from the WAN port on your Zyxel router to LAN 1 on the Openserve ONT
Restart both the Zyxel router and the Openserve ONT, and allow a few minutes for both to fully power up to see if the port reset done on our side restores connectivity
If the connection remains down, please let us know via direct message on Hello Peter:
What the globe/internet light is doing on the Zyxel router
What the PON and LOS lights are doing on the Openserve ONT
This will help us determine the next steps more accurately.
We will continue working with you to get your connection restored so you can get back online without further disruption.
Kind regards,
Mweb Team
CA
Candice A's updateReviewer Update
05 Jun 2026, 15:02Hi
Thank you for the step-by-step guide. I've tried it, twice yesterday and twice today. The internet light is off, not flashing at all. That is why I attempted to call the help desk.
As I'm typing this, I'm on hold with your customer help desk for the 3rd time today. I've tried using the app, no luck there either. The Bot told me to wait too...
I need to speak to a representive. This is the second time I've had this issue.
I'm currently caller 16 and I'm hoping to get this resolved today still
Thank you for the step-by-step guide. I've tried it, twice yesterday and twice today. The internet light is off, not flashing at all. That is why I attempted to call the help desk.
As I'm typing this, I'm on hold with your customer help desk for the 3rd time today. I've tried using the app, no luck there either. The Bot told me to wait too...
I need to speak to a representive. This is the second time I've had this issue.
I'm currently caller 16 and I'm hoping to get this resolved today still
CA
Candice A's update05 Jun 2026, 15:02
Reviewer Update
Hi
Thank you for the step-by-step guide. I've tried it, twice yesterday and twice today. The internet light is off, not flashing at all. That is why I attempted to call the help desk.
As I'm typing this, I'm on hold with your customer help desk for the 3rd time today. I've tried using the app, no luck there either. The Bot told me to wait too...
I need to speak to a representive. This is the second time I've had this issue.
I'm currently caller 16 and I'm hoping to get this resolved today still
Thank you for the step-by-step guide. I've tried it, twice yesterday and twice today. The internet light is off, not flashing at all. That is why I attempted to call the help desk.
As I'm typing this, I'm on hold with your customer help desk for the 3rd time today. I've tried using the app, no luck there either. The Bot told me to wait too...
I need to speak to a representive. This is the second time I've had this issue.
I'm currently caller 16 and I'm hoping to get this resolved today still
CA
Candice A's updateReviewer Update
05 Jun 2026, 16:25After waiting for another 1h30mins, my call just got dropped - again. This time I was second in line to be speak to a representative.
Do you guys purposefully make us wait so long just to drop the calls without actual assisting?
Since 09h30 this morning I've tried getting someone to help me - I called thrice. I've tried the website and also the app and still, all for nothing.
Your service is terrible honestly. I regret sticking with Mweb. You guys deserve the worst possible rating
Do you guys purposefully make us wait so long just to drop the calls without actual assisting?
Since 09h30 this morning I've tried getting someone to help me - I called thrice. I've tried the website and also the app and still, all for nothing.
Your service is terrible honestly. I regret sticking with Mweb. You guys deserve the worst possible rating
CA
Candice A's update05 Jun 2026, 16:25
Reviewer Update
After waiting for another 1h30mins, my call just got dropped - again. This time I was second in line to be speak to a representative.
Do you guys purposefully make us wait so long just to drop the calls without actual assisting?
Since 09h30 this morning I've tried getting someone to help me - I called thrice. I've tried the website and also the app and still, all for nothing.
Your service is terrible honestly. I regret sticking with Mweb. You guys deserve the worst possible rating
Do you guys purposefully make us wait so long just to drop the calls without actual assisting?
Since 09h30 this morning I've tried getting someone to help me - I called thrice. I've tried the website and also the app and still, all for nothing.
Your service is terrible honestly. I regret sticking with Mweb. You guys deserve the worst possible rating
Mweb's replyOfficial
05 Jun 2026, 16:49Hi Candice,
Thank you for the update and for continuing to troubleshoot with us. We understand how frustrating it must be to keep trying to get through to support while still being without a connection. When you’re doing everything correctly on your side, not seeing results can be very discouraging.
If the internet light on your router is completely off, this is usually an indication that the router isn’t receiving a signal. In most cases, this points to a cabling:
Please could you double‑check the following:
Ensure the Ethernet cable is plugged into the WAN port on your Zyxel router
Confirm the other end is connected to LAN 1 on the Openserve ONT
Make sure both ends are firmly seated
If the cabling is confirmed correct, please also let us know:
What the PON light is doing on the ONT (solid or flashing)
What the LOS light is doing on the ONT (off or red)
This will help us determine whether it’s a line fault or something else on the setup.
We’ll continue working with you to get this resolved and your connection restored as quickly as possible.
Kind regards,
Mweb Team
Thank you for the update and for continuing to troubleshoot with us. We understand how frustrating it must be to keep trying to get through to support while still being without a connection. When you’re doing everything correctly on your side, not seeing results can be very discouraging.
If the internet light on your router is completely off, this is usually an indication that the router isn’t receiving a signal. In most cases, this points to a cabling:
Please could you double‑check the following:
Ensure the Ethernet cable is plugged into the WAN port on your Zyxel router
Confirm the other end is connected to LAN 1 on the Openserve ONT
Make sure both ends are firmly seated
If the cabling is confirmed correct, please also let us know:
What the PON light is doing on the ONT (solid or flashing)
What the LOS light is doing on the ONT (off or red)
This will help us determine whether it’s a line fault or something else on the setup.
We’ll continue working with you to get this resolved and your connection restored as quickly as possible.
Kind regards,
Mweb Team
Mweb's reply05 Jun 2026, 16:49
Official
Hi Candice,
Thank you for the update and for continuing to troubleshoot with us. We understand how frustrating it must be to keep trying to get through to support while still being without a connection. When you’re doing everything correctly on your side, not seeing results can be very discouraging.
If the internet light on your router is completely off, this is usually an indication that the router isn’t receiving a signal. In most cases, this points to a cabling:
Please could you double‑check the following:
Ensure the Ethernet cable is plugged into the WAN port on your Zyxel router
Confirm the other end is connected to LAN 1 on the Openserve ONT
Make sure both ends are firmly seated
If the cabling is confirmed correct, please also let us know:
What the PON light is doing on the ONT (solid or flashing)
What the LOS light is doing on the ONT (off or red)
This will help us determine whether it’s a line fault or something else on the setup.
We’ll continue working with you to get this resolved and your connection restored as quickly as possible.
Kind regards,
Mweb Team
Thank you for the update and for continuing to troubleshoot with us. We understand how frustrating it must be to keep trying to get through to support while still being without a connection. When you’re doing everything correctly on your side, not seeing results can be very discouraging.
If the internet light on your router is completely off, this is usually an indication that the router isn’t receiving a signal. In most cases, this points to a cabling:
Please could you double‑check the following:
Ensure the Ethernet cable is plugged into the WAN port on your Zyxel router
Confirm the other end is connected to LAN 1 on the Openserve ONT
Make sure both ends are firmly seated
If the cabling is confirmed correct, please also let us know:
What the PON light is doing on the ONT (solid or flashing)
What the LOS light is doing on the ONT (off or red)
This will help us determine whether it’s a line fault or something else on the setup.
We’ll continue working with you to get this resolved and your connection restored as quickly as possible.
Kind regards,
Mweb Team