BZ
Bradley Z
1 reviews | Active since Oct 2019
04 May 2026, 17:22
No internet since Friday
I am without fibre since Saturday. Been trying to get through to support for over 3 hours seriously đ
What service is this now?!?!
Can someone from MWEB SUPPORT PLEASE CALL ME!?!?
Helpful (0)
Replies (5)0
Replies (5)
Mweb's replyOfficial
05 May 2026, 08:17Hi Bradley,
Thank you for raising this with us. Being without fibre since Saturday and spending hours trying to get through to support is extremely frustrating and understandably unacceptable, especially when you rely on your connection to stay connected and productive. We recognise the impact this has had and acknowledge that this experience has fallen short of the service standard you should expect from MWEB.
Our technical team has remotely configured your router with the new username, and we can confirm a successful connection on our side, which means you should now be able to connect. Your feedback regarding the delays in reaching support will be shared with our Service Quality Team for review and improvement to help prevent a recurrence.
Should you require any further assistance, please feel free to reach out to us via direct message on Hello Peter and we will gladly assist further.
Kind regards,
Mweb Team
Thank you for raising this with us. Being without fibre since Saturday and spending hours trying to get through to support is extremely frustrating and understandably unacceptable, especially when you rely on your connection to stay connected and productive. We recognise the impact this has had and acknowledge that this experience has fallen short of the service standard you should expect from MWEB.
Our technical team has remotely configured your router with the new username, and we can confirm a successful connection on our side, which means you should now be able to connect. Your feedback regarding the delays in reaching support will be shared with our Service Quality Team for review and improvement to help prevent a recurrence.
Should you require any further assistance, please feel free to reach out to us via direct message on Hello Peter and we will gladly assist further.
Kind regards,
Mweb Team
Mweb's reply05 May 2026, 08:17
Official
Hi Bradley,
Thank you for raising this with us. Being without fibre since Saturday and spending hours trying to get through to support is extremely frustrating and understandably unacceptable, especially when you rely on your connection to stay connected and productive. We recognise the impact this has had and acknowledge that this experience has fallen short of the service standard you should expect from MWEB.
Our technical team has remotely configured your router with the new username, and we can confirm a successful connection on our side, which means you should now be able to connect. Your feedback regarding the delays in reaching support will be shared with our Service Quality Team for review and improvement to help prevent a recurrence.
Should you require any further assistance, please feel free to reach out to us via direct message on Hello Peter and we will gladly assist further.
Kind regards,
Mweb Team
Thank you for raising this with us. Being without fibre since Saturday and spending hours trying to get through to support is extremely frustrating and understandably unacceptable, especially when you rely on your connection to stay connected and productive. We recognise the impact this has had and acknowledge that this experience has fallen short of the service standard you should expect from MWEB.
Our technical team has remotely configured your router with the new username, and we can confirm a successful connection on our side, which means you should now be able to connect. Your feedback regarding the delays in reaching support will be shared with our Service Quality Team for review and improvement to help prevent a recurrence.
Should you require any further assistance, please feel free to reach out to us via direct message on Hello Peter and we will gladly assist further.
Kind regards,
Mweb Team
BZ
Bradley Z's updateReviewer Update
05 May 2026, 11:05Nothing is resolved!!! I still have no internet. You chat agent advised to do a hard reset, which I did. THERE IS NO INTERNET AT MY HOUSE!!! CAN SOMEONE FROM THE SUPPORT TEAM CALL ME TO RESOLVE THIS ONCE AND FOR ALL. Why don't you want to assist??? What even is my new log in details??? This is really bad customer service
BZ
Bradley Z's update05 May 2026, 11:05
Reviewer Update
Nothing is resolved!!! I still have no internet. You chat agent advised to do a hard reset, which I did. THERE IS NO INTERNET AT MY HOUSE!!! CAN SOMEONE FROM THE SUPPORT TEAM CALL ME TO RESOLVE THIS ONCE AND FOR ALL. Why don't you want to assist??? What even is my new log in details??? This is really bad customer service
Mweb's replyOfficial
05 May 2026, 11:22Hi Bradley,
Thank you for your message and for clearly explaining whatâs happened. We understand how upsetting and exhausting this has been, especially after following the guidance provided, performing a factory reset, and still being left without internet access. This is not the experience we want for our clients, and we recognise the frustration and urgency in getting this resolved properly.
Following the factory reset, the router reverted to an incorrect username, which prevented the connection from authenticating. This has now been remotely corrected, and the correct username has been reconfigured on the router to restore connectivity. To get back online, all thatâs required is for your devices to connect to the WiFi using the details found underneath the router:
The details displayed by "WLAN SSID" is your WiFi network nameThe details displayed by "WLAN Security" is your WiFi password
Once connected, your devices should have internet access.
If you would prefer to personalise the WiFi name and password, this can also be done remotely. Simply provide us with the new WiFi name and a WiFi password of 8 characters or longer, and the router can be updated accordingly.
If you need any further assistance or would like the WiFi details updated, please reach out via a private message on Hello Peter so the request can be handled promptly.
Kind regards,
Mweb Team
Mweb's reply05 May 2026, 11:22
Official
Hi Bradley,
Thank you for your message and for clearly explaining whatâs happened. We understand how upsetting and exhausting this has been, especially after following the guidance provided, performing a factory reset, and still being left without internet access. This is not the experience we want for our clients, and we recognise the frustration and urgency in getting this resolved properly.
Following the factory reset, the router reverted to an incorrect username, which prevented the connection from authenticating. This has now been remotely corrected, and the correct username has been reconfigured on the router to restore connectivity. To get back online, all thatâs required is for your devices to connect to the WiFi using the details found underneath the router:
The details displayed by "WLAN SSID" is your WiFi network nameThe details displayed by "WLAN Security" is your WiFi password
Once connected, your devices should have internet access.
If you would prefer to personalise the WiFi name and password, this can also be done remotely. Simply provide us with the new WiFi name and a WiFi password of 8 characters or longer, and the router can be updated accordingly.
If you need any further assistance or would like the WiFi details updated, please reach out via a private message on Hello Peter so the request can be handled promptly.
Kind regards,
Mweb Team
BZ
Bradley Z's updateReviewer Update
06 May 2026, 10:19I want to give a big thank you to Ryan Peterson. While all the other agents messed me around for hours and days, he resolved my issue within 5 minutes.
Give that man a raise please đ
Give that man a raise please đ
BZ
Bradley Z's update06 May 2026, 10:19
Reviewer Update
I want to give a big thank you to Ryan Peterson. While all the other agents messed me around for hours and days, he resolved my issue within 5 minutes.
Give that man a raise please đ
Give that man a raise please đ
Mweb's replyOfficial
06 May 2026, 10:26Hi Bradley, we understand how frustrating it can be when youâve had to spend hours and days trying to get an issue resolved, so itâs great to hear that Ryan was able to step in and sort things out quickly for you. Itâs always encouraging when a matter is turned around efficiently after a difficult experience. If you need anything further, weâre here to help. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply06 May 2026, 10:26
Official
Hi Bradley, we understand how frustrating it can be when youâve had to spend hours and days trying to get an issue resolved, so itâs great to hear that Ryan was able to step in and sort things out quickly for you. Itâs always encouraging when a matter is turned around efficiently after a difficult experience. If you need anything further, weâre here to help. Kind regards,
The Mweb Team
The Mweb Team