DN
Darren N
1 reviews | Active since Aug 2012
24 Aug 2026, 10:52
No internet for more more than 4 days
My internet has been down for 5 days now. I've been on the phone this morning for more than 30 minutes and still can't get hold of support. My initial fault ticket was closed without any assistance. They then logged another via the apps chat which is the only way they respond. Still no update nor callback. Pathetic service to say the least.
Helpful (0)
Replies (13)0
Replies (13)
Mweb's replyOfficial
24 Aug 2026, 11:12Hello Darren,
We understand how frustrating and disappointing it must have been to be without your internet service for five days, particularly when struggling to reach support and not receiving the updates you were expecting. We can appreciate why you would feel unheard after having a fault ticket closed without resolution and then needing to log the matter again.Having reviewed the account, we can see that the fault has since been escalated due to the ongoing nature of the issue. Our Faults Team is actively managing the escalation and will continue engaging with the network provider to drive the matter towards a resolution. They remain committed to seeing the fault through to completion and will provide feedback as updates become available.We acknowledge that your experience with both the handling of the fault and your attempts to obtain assistance has fallen short of the service we aim to provide.Should you require any additional assistance, please feel free to send us a direct message and we will gladly assist.
Kind regards,
Mweb Team
We understand how frustrating and disappointing it must have been to be without your internet service for five days, particularly when struggling to reach support and not receiving the updates you were expecting. We can appreciate why you would feel unheard after having a fault ticket closed without resolution and then needing to log the matter again.Having reviewed the account, we can see that the fault has since been escalated due to the ongoing nature of the issue. Our Faults Team is actively managing the escalation and will continue engaging with the network provider to drive the matter towards a resolution. They remain committed to seeing the fault through to completion and will provide feedback as updates become available.We acknowledge that your experience with both the handling of the fault and your attempts to obtain assistance has fallen short of the service we aim to provide.Should you require any additional assistance, please feel free to send us a direct message and we will gladly assist.
Kind regards,
Mweb Team
Mweb's reply24 Aug 2026, 11:12
Official
Hello Darren,
We understand how frustrating and disappointing it must have been to be without your internet service for five days, particularly when struggling to reach support and not receiving the updates you were expecting. We can appreciate why you would feel unheard after having a fault ticket closed without resolution and then needing to log the matter again.Having reviewed the account, we can see that the fault has since been escalated due to the ongoing nature of the issue. Our Faults Team is actively managing the escalation and will continue engaging with the network provider to drive the matter towards a resolution. They remain committed to seeing the fault through to completion and will provide feedback as updates become available.We acknowledge that your experience with both the handling of the fault and your attempts to obtain assistance has fallen short of the service we aim to provide.Should you require any additional assistance, please feel free to send us a direct message and we will gladly assist.
Kind regards,
Mweb Team
We understand how frustrating and disappointing it must have been to be without your internet service for five days, particularly when struggling to reach support and not receiving the updates you were expecting. We can appreciate why you would feel unheard after having a fault ticket closed without resolution and then needing to log the matter again.Having reviewed the account, we can see that the fault has since been escalated due to the ongoing nature of the issue. Our Faults Team is actively managing the escalation and will continue engaging with the network provider to drive the matter towards a resolution. They remain committed to seeing the fault through to completion and will provide feedback as updates become available.We acknowledge that your experience with both the handling of the fault and your attempts to obtain assistance has fallen short of the service we aim to provide.Should you require any additional assistance, please feel free to send us a direct message and we will gladly assist.
Kind regards,
Mweb Team
DN
Darren N's updateReviewer Update
24 Aug 2026, 11:22Thanks for your very generic response. You are not falling short of the service you aim to provide since there is none. I have also messaged directly as you suggested but no response. This is very pathetic service. I pay more than a R1000 every month and rely on my internet service as I work from home. Who is going to pay my salary if I get fired or my unpaid leave days for the 5 days I have been down? Also am I expected to pay the full monthly subscription even though I am not getting the full service? I would suggest you call me with a resolution by today as I do not have data since you are down. If not then you may cancel my subscription.
DN
Darren N's update24 Aug 2026, 11:22
Reviewer Update
Thanks for your very generic response. You are not falling short of the service you aim to provide since there is none. I have also messaged directly as you suggested but no response. This is very pathetic service. I pay more than a R1000 every month and rely on my internet service as I work from home. Who is going to pay my salary if I get fired or my unpaid leave days for the 5 days I have been down? Also am I expected to pay the full monthly subscription even though I am not getting the full service? I would suggest you call me with a resolution by today as I do not have data since you are down. If not then you may cancel my subscription.
Mweb's replyOfficial
24 Aug 2026, 12:02Hello Darren,
Our Faults Team is fully aware of the urgency of the situation and continues to engage with the network provider to obtain updates and drive the matter towards resolution. As soon as further feedback is received from the provider, the team will share this with you directly. Please be assured that this remains a priority, and our team is committed to seeing the issue.
Kind regards,
Mweb Team
Our Faults Team is fully aware of the urgency of the situation and continues to engage with the network provider to obtain updates and drive the matter towards resolution. As soon as further feedback is received from the provider, the team will share this with you directly. Please be assured that this remains a priority, and our team is committed to seeing the issue.
Kind regards,
Mweb Team
Mweb's reply24 Aug 2026, 12:02
Official
Hello Darren,
Our Faults Team is fully aware of the urgency of the situation and continues to engage with the network provider to obtain updates and drive the matter towards resolution. As soon as further feedback is received from the provider, the team will share this with you directly. Please be assured that this remains a priority, and our team is committed to seeing the issue.
Kind regards,
Mweb Team
Our Faults Team is fully aware of the urgency of the situation and continues to engage with the network provider to obtain updates and drive the matter towards resolution. As soon as further feedback is received from the provider, the team will share this with you directly. Please be assured that this remains a priority, and our team is committed to seeing the issue.
Kind regards,
Mweb Team
DN
Darren N's updateReviewer Update
24 Aug 2026, 12:52I am busy chatting to your agents and they're useless I must say. Wrong information on the ticket etc. To be frank I had to open two tickets for the same issue because you guys closed the initial ticket therefore it's taken even longer. It's like no one knows what is going on. Can't even get a proper update. This is beyond poor.
DN
Darren N's update24 Aug 2026, 12:52
Reviewer Update
I am busy chatting to your agents and they're useless I must say. Wrong information on the ticket etc. To be frank I had to open two tickets for the same issue because you guys closed the initial ticket therefore it's taken even longer. It's like no one knows what is going on. Can't even get a proper update. This is beyond poor.
Mweb's replyOfficial
24 Aug 2026, 13:29Hello Darren,
We understand your frustration, particularly given the ongoing connectivity issues, the need to log multiple faults, and the conflicting information you feel you have received while seeking assistance.The fault ticket MWB***1 remains open and is actively being attended to. Please be assured that the ticket has not been closed and continues to receive attention from the relevant teams, who are working with the network provider to progress the fault towards resolution.
Kind regards,
Mweb Team
We understand your frustration, particularly given the ongoing connectivity issues, the need to log multiple faults, and the conflicting information you feel you have received while seeking assistance.The fault ticket MWB***1 remains open and is actively being attended to. Please be assured that the ticket has not been closed and continues to receive attention from the relevant teams, who are working with the network provider to progress the fault towards resolution.
Kind regards,
Mweb Team
Mweb's reply24 Aug 2026, 13:29
Official
Hello Darren,
We understand your frustration, particularly given the ongoing connectivity issues, the need to log multiple faults, and the conflicting information you feel you have received while seeking assistance.The fault ticket MWB***1 remains open and is actively being attended to. Please be assured that the ticket has not been closed and continues to receive attention from the relevant teams, who are working with the network provider to progress the fault towards resolution.
Kind regards,
Mweb Team
We understand your frustration, particularly given the ongoing connectivity issues, the need to log multiple faults, and the conflicting information you feel you have received while seeking assistance.The fault ticket MWB***1 remains open and is actively being attended to. Please be assured that the ticket has not been closed and continues to receive attention from the relevant teams, who are working with the network provider to progress the fault towards resolution.
Kind regards,
Mweb Team
DN
Darren N's updateReviewer Update
24 Aug 2026, 15:01I don't you understand . That's a generic response. Yet again I have been told that vumatel tried to contact me yet I have not received any contact from anyone ! This is extremely frustrating to the point where I feel I need to cut ties.
DN
Darren N's update24 Aug 2026, 15:01
Reviewer Update
I don't you understand . That's a generic response. Yet again I have been told that vumatel tried to contact me yet I have not received any contact from anyone ! This is extremely frustrating to the point where I feel I need to cut ties.
Mweb's replyOfficial
24 Aug 2026, 15:40Hello Darren,
We have reviewed the latest update from the network provider, and Vumatel has advised that they are currently not detecting any faults on the line and are successfully receiving internet breakout when testing from their side.
To help determine the next steps, please restart both your router and Vumatel ONT (fibre box) and test whether the connection is working on your end.
If the service remains offline, please send us a direct message via Hello Peter confirming the following:
• Your contact number and email address
• Your full physical installation address
• What each light on the Vumatel ONT is doing ( including whether they are solid, flashing, or off)
• What the light on the router is doing (solid, flashing, or off)
• Which LAN port the network cable is plugged into on the ONT
• Which port the other end of the cable is plugged into on the ZTE router
This information will assist us in determining the best way forward and ensure the relevant team has all the information required to continue investigating the matter.
We look forward to your direct message so that we can assist with the next steps and work towards getting your service restored.
Kind regards,
Mweb Team
We have reviewed the latest update from the network provider, and Vumatel has advised that they are currently not detecting any faults on the line and are successfully receiving internet breakout when testing from their side.
To help determine the next steps, please restart both your router and Vumatel ONT (fibre box) and test whether the connection is working on your end.
If the service remains offline, please send us a direct message via Hello Peter confirming the following:
• Your contact number and email address
• Your full physical installation address
• What each light on the Vumatel ONT is doing ( including whether they are solid, flashing, or off)
• What the light on the router is doing (solid, flashing, or off)
• Which LAN port the network cable is plugged into on the ONT
• Which port the other end of the cable is plugged into on the ZTE router
This information will assist us in determining the best way forward and ensure the relevant team has all the information required to continue investigating the matter.
We look forward to your direct message so that we can assist with the next steps and work towards getting your service restored.
Kind regards,
Mweb Team
Mweb's reply24 Aug 2026, 15:40
Official
Hello Darren,
We have reviewed the latest update from the network provider, and Vumatel has advised that they are currently not detecting any faults on the line and are successfully receiving internet breakout when testing from their side.
To help determine the next steps, please restart both your router and Vumatel ONT (fibre box) and test whether the connection is working on your end.
If the service remains offline, please send us a direct message via Hello Peter confirming the following:
• Your contact number and email address
• Your full physical installation address
• What each light on the Vumatel ONT is doing ( including whether they are solid, flashing, or off)
• What the light on the router is doing (solid, flashing, or off)
• Which LAN port the network cable is plugged into on the ONT
• Which port the other end of the cable is plugged into on the ZTE router
This information will assist us in determining the best way forward and ensure the relevant team has all the information required to continue investigating the matter.
We look forward to your direct message so that we can assist with the next steps and work towards getting your service restored.
Kind regards,
Mweb Team
We have reviewed the latest update from the network provider, and Vumatel has advised that they are currently not detecting any faults on the line and are successfully receiving internet breakout when testing from their side.
To help determine the next steps, please restart both your router and Vumatel ONT (fibre box) and test whether the connection is working on your end.
If the service remains offline, please send us a direct message via Hello Peter confirming the following:
• Your contact number and email address
• Your full physical installation address
• What each light on the Vumatel ONT is doing ( including whether they are solid, flashing, or off)
• What the light on the router is doing (solid, flashing, or off)
• Which LAN port the network cable is plugged into on the ONT
• Which port the other end of the cable is plugged into on the ZTE router
This information will assist us in determining the best way forward and ensure the relevant team has all the information required to continue investigating the matter.
We look forward to your direct message so that we can assist with the next steps and work towards getting your service restored.
Kind regards,
Mweb Team
DN
Darren N's updateReviewer Update
24 Aug 2026, 16:48Omw this is highly frustrating. I have gone through this process over and over for the past few days already !!!! You have all the screenshots and conversations from the chats. Also you have my details on my account. I have been repeating myself to you and the rest of the staff with the same information to no avail. This is quite pathetic actually. It's like no one is taking note. I am not going to be paying for this **** service!!!
DN
Darren N's update24 Aug 2026, 16:48
Reviewer Update
Omw this is highly frustrating. I have gone through this process over and over for the past few days already !!!! You have all the screenshots and conversations from the chats. Also you have my details on my account. I have been repeating myself to you and the rest of the staff with the same information to no avail. This is quite pathetic actually. It's like no one is taking note. I am not going to be paying for this **** service!!!
Mweb's replyOfficial
24 Aug 2026, 16:59Hello Darren,
We understand how frustrating this has been, especially after repeating the same information multiple times and engaging with several agents while still being without a resolution. We can appreciate why you feel that your concerns are not being fully acknowledged.The reason we are requesting this information again is that, according to the latest feedback from Vumatel, they are not detecting any issues on the line and are successfully seeing internet breakout when testing from their side. Given this, we want to ensure that we gather the most up-to-date information possible so that we can identify the cause of the issue and work towards a resolution as quickly as possible. To avoid any further delays, we kindly ask that you provide the requested details via direct message. The current status of the lights on the ONT and router, the cable connections, and confirmation of your contact details and physical address will help us determine the most appropriate next steps.Please send us the requested information via Hello Peter, and we will gladly assist in progressing the matter further.
Kind regards,
Mweb Team
We understand how frustrating this has been, especially after repeating the same information multiple times and engaging with several agents while still being without a resolution. We can appreciate why you feel that your concerns are not being fully acknowledged.The reason we are requesting this information again is that, according to the latest feedback from Vumatel, they are not detecting any issues on the line and are successfully seeing internet breakout when testing from their side. Given this, we want to ensure that we gather the most up-to-date information possible so that we can identify the cause of the issue and work towards a resolution as quickly as possible. To avoid any further delays, we kindly ask that you provide the requested details via direct message. The current status of the lights on the ONT and router, the cable connections, and confirmation of your contact details and physical address will help us determine the most appropriate next steps.Please send us the requested information via Hello Peter, and we will gladly assist in progressing the matter further.
Kind regards,
Mweb Team
Mweb's reply24 Aug 2026, 16:59
Official
Hello Darren,
We understand how frustrating this has been, especially after repeating the same information multiple times and engaging with several agents while still being without a resolution. We can appreciate why you feel that your concerns are not being fully acknowledged.The reason we are requesting this information again is that, according to the latest feedback from Vumatel, they are not detecting any issues on the line and are successfully seeing internet breakout when testing from their side. Given this, we want to ensure that we gather the most up-to-date information possible so that we can identify the cause of the issue and work towards a resolution as quickly as possible. To avoid any further delays, we kindly ask that you provide the requested details via direct message. The current status of the lights on the ONT and router, the cable connections, and confirmation of your contact details and physical address will help us determine the most appropriate next steps.Please send us the requested information via Hello Peter, and we will gladly assist in progressing the matter further.
Kind regards,
Mweb Team
We understand how frustrating this has been, especially after repeating the same information multiple times and engaging with several agents while still being without a resolution. We can appreciate why you feel that your concerns are not being fully acknowledged.The reason we are requesting this information again is that, according to the latest feedback from Vumatel, they are not detecting any issues on the line and are successfully seeing internet breakout when testing from their side. Given this, we want to ensure that we gather the most up-to-date information possible so that we can identify the cause of the issue and work towards a resolution as quickly as possible. To avoid any further delays, we kindly ask that you provide the requested details via direct message. The current status of the lights on the ONT and router, the cable connections, and confirmation of your contact details and physical address will help us determine the most appropriate next steps.Please send us the requested information via Hello Peter, and we will gladly assist in progressing the matter further.
Kind regards,
Mweb Team
DN
Darren N's updateReviewer Update
24 Aug 2026, 17:25The worst part is that you have my contact number and all the detail you require but yet you talk about understand etc. You could have called me long time ago to try and resolve. I have now wasted another day and more data that I have to purchase extra to try and get hold of some one from mweb to assist. This back and forth especially on hello Peter shows how little you care. People should stay clear of mweb. Since the web Africa take over this service has been terrible at best.
DN
Darren N's update24 Aug 2026, 17:25
Reviewer Update
The worst part is that you have my contact number and all the detail you require but yet you talk about understand etc. You could have called me long time ago to try and resolve. I have now wasted another day and more data that I have to purchase extra to try and get hold of some one from mweb to assist. This back and forth especially on hello Peter shows how little you care. People should stay clear of mweb. Since the web Africa take over this service has been terrible at best.
Mweb's replyOfficial
25 Aug 2026, 10:44Hi Darren,We understand your frustration, particularly after the time and additional data you’ve had to spend trying to get your service restored. We also acknowledge your concern about having to repeat information when you’ve already provided your contact details.Your matter has now been logged further with our Technical Team for additional investigation and attention. The team will review the ongoing connectivity issue together with the information already available and work towards identifying the cause and resolving the matter.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply25 Aug 2026, 10:44
Official
Hi Darren,We understand your frustration, particularly after the time and additional data you’ve had to spend trying to get your service restored. We also acknowledge your concern about having to repeat information when you’ve already provided your contact details.Your matter has now been logged further with our Technical Team for additional investigation and attention. The team will review the ongoing connectivity issue together with the information already available and work towards identifying the cause and resolving the matter.Kind regards,
The Mweb Team
The Mweb Team
DN
Darren N's updateReviewer Update
26 Aug 2026, 09:25Again with the we understand. Thank you for your prompt and efficient service as shown in the urgency as I am still waiting for someone to even contact me. You guys have outdone yourselves.
DN
Darren N's update26 Aug 2026, 09:25
Reviewer Update
Again with the we understand. Thank you for your prompt and efficient service as shown in the urgency as I am still waiting for someone to even contact me. You guys have outdone yourselves.
Mweb's replyOfficial
26 Aug 2026, 10:02Hello Darren,
We understand how frustrating this situation has been, particularly given the time you've spent seeking assistance and the fact that you are still waiting for direct engagement regarding the fault.Your matter remains under active investigation and that the Technical Team will be contacting you regarding the ongoing connectivity issue. The team has visibility of the escalation and is working to ensure the necessary attention is given to progressing the fault towards resolution..Kind regards,
Mweb Team
We understand how frustrating this situation has been, particularly given the time you've spent seeking assistance and the fact that you are still waiting for direct engagement regarding the fault.Your matter remains under active investigation and that the Technical Team will be contacting you regarding the ongoing connectivity issue. The team has visibility of the escalation and is working to ensure the necessary attention is given to progressing the fault towards resolution..Kind regards,
Mweb Team
Mweb's reply26 Aug 2026, 10:02
Official
Hello Darren,
We understand how frustrating this situation has been, particularly given the time you've spent seeking assistance and the fact that you are still waiting for direct engagement regarding the fault.Your matter remains under active investigation and that the Technical Team will be contacting you regarding the ongoing connectivity issue. The team has visibility of the escalation and is working to ensure the necessary attention is given to progressing the fault towards resolution..Kind regards,
Mweb Team
We understand how frustrating this situation has been, particularly given the time you've spent seeking assistance and the fact that you are still waiting for direct engagement regarding the fault.Your matter remains under active investigation and that the Technical Team will be contacting you regarding the ongoing connectivity issue. The team has visibility of the escalation and is working to ensure the necessary attention is given to progressing the fault towards resolution..Kind regards,
Mweb Team