Poor Client service by MWeb

Hello  Alan. We understand how frustrating this experience has been, especially with severe speed drops on your 50Mbps fibre line and difficulty getting through to support. That’s not the level of service we aim to provide, particularly when your connection is essential for daily use. Let’s focus on stabilising your Openserve fibre performance. Here are some knowledgeable steps you can try to help identify and improve the issue: 

• Test via Ethernet (important first step)
  Connect one device directly to your router using a LAN cable and run a speed test. This helps confirm whether the issue is WiFi-related or on the fibre line itself. 
• Restart both the ONT and the router
  Power off both devices, wait 2–3 minutes, then switch on the ONT first, followed by the router. This refreshes the fibre session. 
• Check for congestion or background usage
  Pause cloud backups, updates, streaming, or any devices that may be using bandwidth in the background. 
• Test at different times of day
  Run speed tests morning, afternoon, and evening. Consistent drops may indicate a line or network-level fault that needs escalation. 
• WiFi optimisation
  •  Move closer to the router 
  •  Switch between 2.4GHz (coverage) and 5GHz (speed) 
  •  Avoid placing the router near thick walls or electronic interference 
• Try a different device for testing

 This helps rule out device-specific limitations. Given the severity of the drops you’re experiencing, this may require a deeper line check from Openserve’s side. We’ve noted your concern around support access and will ensure this feedback is escalated internally as well. If the issue continues after these checks, we recommend reaching out to us via private message,  so we can run a full diagnostic and escalate the fault if needed. 

Kind regards, 
The Mweb Team