GP
Gershwin P
1 reviews | Active since Feb 2014
05 Mar 2026, 10:26
POOR SERVICE
I received my new router on 04-03-2026 and went live with MWEB fibre, and immediately experienced poor and unacceptable service. The support agent was unhelpful, and I was left waiting online for almost one hour.
To make matters worse, the automated voice message kept saying that after an hour I was “number one in the queue,” yet no one ever responded.
This is extremely disappointing, especially as a new customer. I expected far better service from day one.
Helpful (0)
Replies (3)0
Replies (3)
Mweb's replyOfficial
05 Mar 2026, 12:07Good day, Gershwin,
Thank you for sharing your experience with us. We completely understand how frustrating it must have been to wait so long for support, especially as a new customer eager to get your fibre connection up and running. Being left on hold without timely assistance is not the standard we aim to provide, and we sincerely apologise for the inconvenience this caused.
We’re glad to see that your connection is now successfully active. Our goal is always to provide seamless and reliable service from the very first day, and your feedback highlights where we fell short so we can continue improving.
Should you require any further assistance please don’t hesitate to reach out.
Thank you for choosing Mweb, and for giving us the opportunity to serve you. We truly value you as a customer. T^
Thank you for sharing your experience with us. We completely understand how frustrating it must have been to wait so long for support, especially as a new customer eager to get your fibre connection up and running. Being left on hold without timely assistance is not the standard we aim to provide, and we sincerely apologise for the inconvenience this caused.
We’re glad to see that your connection is now successfully active. Our goal is always to provide seamless and reliable service from the very first day, and your feedback highlights where we fell short so we can continue improving.
Should you require any further assistance please don’t hesitate to reach out.
Thank you for choosing Mweb, and for giving us the opportunity to serve you. We truly value you as a customer. T^
Mweb's reply05 Mar 2026, 12:07
Official
Good day, Gershwin,
Thank you for sharing your experience with us. We completely understand how frustrating it must have been to wait so long for support, especially as a new customer eager to get your fibre connection up and running. Being left on hold without timely assistance is not the standard we aim to provide, and we sincerely apologise for the inconvenience this caused.
We’re glad to see that your connection is now successfully active. Our goal is always to provide seamless and reliable service from the very first day, and your feedback highlights where we fell short so we can continue improving.
Should you require any further assistance please don’t hesitate to reach out.
Thank you for choosing Mweb, and for giving us the opportunity to serve you. We truly value you as a customer. T^
Thank you for sharing your experience with us. We completely understand how frustrating it must have been to wait so long for support, especially as a new customer eager to get your fibre connection up and running. Being left on hold without timely assistance is not the standard we aim to provide, and we sincerely apologise for the inconvenience this caused.
We’re glad to see that your connection is now successfully active. Our goal is always to provide seamless and reliable service from the very first day, and your feedback highlights where we fell short so we can continue improving.
Should you require any further assistance please don’t hesitate to reach out.
Thank you for choosing Mweb, and for giving us the opportunity to serve you. We truly value you as a customer. T^
GP
Gershwin P's updateReviewer Update
05 Mar 2026, 12:09hi can someone please call me around 4 pm today to discuss my mesh extender
GP
Gershwin P's update05 Mar 2026, 12:09
Reviewer Update
hi can someone please call me around 4 pm today to discuss my mesh extender
Mweb's replyOfficial
05 Mar 2026, 13:24Hi Gershwin. Thank you for reaching out.To help clarify, our support teams are able to assist with troubleshooting and configuration of the routers and hardware supp**** directly by Mweb. This helps ensure the safety of privately owned devices and allows our technicians to work within the equipment they are fully trained and authorised to support.If it is a privately owned device, we recommend reaching out to the device manufacturer or installer for the best guidance with setup and configuration.We appreciate you getting in touch and are always here to help where we can. R^
Mweb's reply05 Mar 2026, 13:24
Official
Hi Gershwin. Thank you for reaching out.To help clarify, our support teams are able to assist with troubleshooting and configuration of the routers and hardware supp**** directly by Mweb. This helps ensure the safety of privately owned devices and allows our technicians to work within the equipment they are fully trained and authorised to support.If it is a privately owned device, we recommend reaching out to the device manufacturer or installer for the best guidance with setup and configuration.We appreciate you getting in touch and are always here to help where we can. R^