SA
Sanet A
1 reviews | Active since Mar 2023
02 Jun 2026, 09:33
NO WIFI CONNECTION AND NO TECHNICAL SUPPORT FOR DAYS
My wifi is off since yesterday morning. I tried contacting them via landline and waited for more than 3 hrs on the line. I was nr 14 in the que but when I came to nr 1 after 3 hrs the call was cut.. The evening I tried the chat box.. 2hrs in the waiting que in the chatbox for a technical advisor but no success... by 20h00 I was done waiting... I got no service for the whole day of 1 June 2026 but they expect me to pay the full amount for the month. What happens to no service no pay... Also it is now 09:32 on 2 June 2026 and still no service. No technical response as I am still holding on for 1hr now on the landline and 1 hr on the chatbox. The services of MWEB is bad bad bad. Please people get another service provider.
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Mweb's replyOfficial
02 Jun 2026, 10:25Hi Sanet,
We can understand how frustrating this has been, especially after spending hours trying to reach support on both the call line and chat without getting through, while still having no WiFi service since yesterday morning. When you’re unable to get help and the service remains down, it naturally feels like you’re being left without support.Based on what you’ve described, this is no longer just a support queue issue but a service interruption that needs to be stabilised first.To help you get back online as quickly as possible, please try the following steps:Start by switching your router off completely, unplug it from the power source, and leave it off for about 5 minutes. While it is off, also check that the fibre ONT box (the small fibre box on the wall) is powered on and showing normal lights. Once the 5 minutes has passed, plug everything back in starting with the ONT first, wait for the lights to stabilise, and then switch the router back on.Once the router is back up, check if the internet light turns stable or if it shows red/orange or continues flashing. If possible, also test by connecting one device directly via WiFi or cable to confirm whether the issue is across all devices or isolated.If there is still no connection after this reset, the issue is likely outside your home equipment and may be linked to a line or network fault in your area.We do understand your concern around paying for a service that is currently down. Billing queries like “no service, no pay” are handled based on service downtime validation, which is reviewed once the connection is restored and fault history can be confirmed.For now, the priority is to restore your connection first so that we can properly isolate and confirm the cause of the outage.Kind regards,
The Mweb Team
We can understand how frustrating this has been, especially after spending hours trying to reach support on both the call line and chat without getting through, while still having no WiFi service since yesterday morning. When you’re unable to get help and the service remains down, it naturally feels like you’re being left without support.Based on what you’ve described, this is no longer just a support queue issue but a service interruption that needs to be stabilised first.To help you get back online as quickly as possible, please try the following steps:Start by switching your router off completely, unplug it from the power source, and leave it off for about 5 minutes. While it is off, also check that the fibre ONT box (the small fibre box on the wall) is powered on and showing normal lights. Once the 5 minutes has passed, plug everything back in starting with the ONT first, wait for the lights to stabilise, and then switch the router back on.Once the router is back up, check if the internet light turns stable or if it shows red/orange or continues flashing. If possible, also test by connecting one device directly via WiFi or cable to confirm whether the issue is across all devices or isolated.If there is still no connection after this reset, the issue is likely outside your home equipment and may be linked to a line or network fault in your area.We do understand your concern around paying for a service that is currently down. Billing queries like “no service, no pay” are handled based on service downtime validation, which is reviewed once the connection is restored and fault history can be confirmed.For now, the priority is to restore your connection first so that we can properly isolate and confirm the cause of the outage.Kind regards,
The Mweb Team
Mweb's reply02 Jun 2026, 10:25
Official
Hi Sanet,
We can understand how frustrating this has been, especially after spending hours trying to reach support on both the call line and chat without getting through, while still having no WiFi service since yesterday morning. When you’re unable to get help and the service remains down, it naturally feels like you’re being left without support.Based on what you’ve described, this is no longer just a support queue issue but a service interruption that needs to be stabilised first.To help you get back online as quickly as possible, please try the following steps:Start by switching your router off completely, unplug it from the power source, and leave it off for about 5 minutes. While it is off, also check that the fibre ONT box (the small fibre box on the wall) is powered on and showing normal lights. Once the 5 minutes has passed, plug everything back in starting with the ONT first, wait for the lights to stabilise, and then switch the router back on.Once the router is back up, check if the internet light turns stable or if it shows red/orange or continues flashing. If possible, also test by connecting one device directly via WiFi or cable to confirm whether the issue is across all devices or isolated.If there is still no connection after this reset, the issue is likely outside your home equipment and may be linked to a line or network fault in your area.We do understand your concern around paying for a service that is currently down. Billing queries like “no service, no pay” are handled based on service downtime validation, which is reviewed once the connection is restored and fault history can be confirmed.For now, the priority is to restore your connection first so that we can properly isolate and confirm the cause of the outage.Kind regards,
The Mweb Team
We can understand how frustrating this has been, especially after spending hours trying to reach support on both the call line and chat without getting through, while still having no WiFi service since yesterday morning. When you’re unable to get help and the service remains down, it naturally feels like you’re being left without support.Based on what you’ve described, this is no longer just a support queue issue but a service interruption that needs to be stabilised first.To help you get back online as quickly as possible, please try the following steps:Start by switching your router off completely, unplug it from the power source, and leave it off for about 5 minutes. While it is off, also check that the fibre ONT box (the small fibre box on the wall) is powered on and showing normal lights. Once the 5 minutes has passed, plug everything back in starting with the ONT first, wait for the lights to stabilise, and then switch the router back on.Once the router is back up, check if the internet light turns stable or if it shows red/orange or continues flashing. If possible, also test by connecting one device directly via WiFi or cable to confirm whether the issue is across all devices or isolated.If there is still no connection after this reset, the issue is likely outside your home equipment and may be linked to a line or network fault in your area.We do understand your concern around paying for a service that is currently down. Billing queries like “no service, no pay” are handled based on service downtime validation, which is reviewed once the connection is restored and fault history can be confirmed.For now, the priority is to restore your connection first so that we can properly isolate and confirm the cause of the outage.Kind regards,
The Mweb Team