Poor service & no customer support
I’m currently paying for fibre with 200mb download speed & only receiving 20mb! When I tried the online live chat I had no response & when I called the helpline after being on hold for 30min as I got to number 1 in the queue, they cut the call! Will cancel my subscription as soon as I can
Helpful (0)
Replies (3)0
Replies (3)
Mweb's replyOfficial
09 Jun 2026, 09:32Hi Verna,
We understand how frustrating it must be to not receive the speeds you’re paying for, especially after struggling to get through to support. When you’re trying to resolve an issue and can’t access help, it can feel very discouraging.
This situation clearly hasn’t delivered the performance and support accessibility you should expect.
From our side, there are no visible faults on the line, however we’ve completed a port reset to help eliminate any potential underlying issues.
Please could you:
Restart both your router and the Openserve ONT and allow a few minutes for reconnection
Test your speeds again after both devices are fully up
If the issue persists, please:
Run a speed test on a single device (preferably via cable)
Compare it with speeds when multiple devices are connected
Let us know if the issue happens at specific times or throughout the day
This will help us narrow down the cause more accurately.
If you’d like us to take this further, please send us a direct message on Hello Peter with your findings, and we’ll gladly assist with the next steps.
We will continue working with you to get your connection performing at the expected speed and ensure a more stable experience going forward.
Kind regards,
Mweb Team
We understand how frustrating it must be to not receive the speeds you’re paying for, especially after struggling to get through to support. When you’re trying to resolve an issue and can’t access help, it can feel very discouraging.
This situation clearly hasn’t delivered the performance and support accessibility you should expect.
From our side, there are no visible faults on the line, however we’ve completed a port reset to help eliminate any potential underlying issues.
Please could you:
Restart both your router and the Openserve ONT and allow a few minutes for reconnection
Test your speeds again after both devices are fully up
If the issue persists, please:
Run a speed test on a single device (preferably via cable)
Compare it with speeds when multiple devices are connected
Let us know if the issue happens at specific times or throughout the day
This will help us narrow down the cause more accurately.
If you’d like us to take this further, please send us a direct message on Hello Peter with your findings, and we’ll gladly assist with the next steps.
We will continue working with you to get your connection performing at the expected speed and ensure a more stable experience going forward.
Kind regards,
Mweb Team
Best regards,
Mweb's reply09 Jun 2026, 09:32
Official
Hi Verna,
We understand how frustrating it must be to not receive the speeds you’re paying for, especially after struggling to get through to support. When you’re trying to resolve an issue and can’t access help, it can feel very discouraging.
This situation clearly hasn’t delivered the performance and support accessibility you should expect.
From our side, there are no visible faults on the line, however we’ve completed a port reset to help eliminate any potential underlying issues.
Please could you:
Restart both your router and the Openserve ONT and allow a few minutes for reconnection
Test your speeds again after both devices are fully up
If the issue persists, please:
Run a speed test on a single device (preferably via cable)
Compare it with speeds when multiple devices are connected
Let us know if the issue happens at specific times or throughout the day
This will help us narrow down the cause more accurately.
If you’d like us to take this further, please send us a direct message on Hello Peter with your findings, and we’ll gladly assist with the next steps.
We will continue working with you to get your connection performing at the expected speed and ensure a more stable experience going forward.
Kind regards,
Mweb Team
We understand how frustrating it must be to not receive the speeds you’re paying for, especially after struggling to get through to support. When you’re trying to resolve an issue and can’t access help, it can feel very discouraging.
This situation clearly hasn’t delivered the performance and support accessibility you should expect.
From our side, there are no visible faults on the line, however we’ve completed a port reset to help eliminate any potential underlying issues.
Please could you:
Restart both your router and the Openserve ONT and allow a few minutes for reconnection
Test your speeds again after both devices are fully up
If the issue persists, please:
Run a speed test on a single device (preferably via cable)
Compare it with speeds when multiple devices are connected
Let us know if the issue happens at specific times or throughout the day
This will help us narrow down the cause more accurately.
If you’d like us to take this further, please send us a direct message on Hello Peter with your findings, and we’ll gladly assist with the next steps.
We will continue working with you to get your connection performing at the expected speed and ensure a more stable experience going forward.
Kind regards,
Mweb Team
Best regards,
's updateReviewer Update
09 Jun 2026, 21:46Thank you for the response, I followed your instructions & it now seems to be working ok! It’s just a pity hellopeter was the only way to get the customer support needed! I would suggest you get more personnel to man your customer support lines & avoid the frustration of clients not getting adequate support when they contact you directly
's update09 Jun 2026, 21:46
Reviewer Update
Thank you for the response, I followed your instructions & it now seems to be working ok! It’s just a pity hellopeter was the only way to get the customer support needed! I would suggest you get more personnel to man your customer support lines & avoid the frustration of clients not getting adequate support when they contact you directly
Mweb's replyOfficial
10 Jun 2026, 09:14Hi Verna,
We really appreciate you taking the time to come back and share this update, and we’re glad to hear the connection is now working as expected after following the steps provided.At the same time, we hear your frustration around the difficulty in reaching support when you initially needed assistance. That kind of experience isn’t what we want for our customers, especially when you’re trying to resolve something urgently.Your feedback about improving response capacity on our support channels is noted and will be shared with the relevant teams for review. Ensuring customers can get timely help directly, without added frustration, remains a key focus area for us.We’re glad the issue is resolved, and we’ll continue working on improving the experience so support is more accessible when you need it.Kind regards,
The Mweb Team
We really appreciate you taking the time to come back and share this update, and we’re glad to hear the connection is now working as expected after following the steps provided.At the same time, we hear your frustration around the difficulty in reaching support when you initially needed assistance. That kind of experience isn’t what we want for our customers, especially when you’re trying to resolve something urgently.Your feedback about improving response capacity on our support channels is noted and will be shared with the relevant teams for review. Ensuring customers can get timely help directly, without added frustration, remains a key focus area for us.We’re glad the issue is resolved, and we’ll continue working on improving the experience so support is more accessible when you need it.Kind regards,
The Mweb Team
Best regards,
Mweb's reply10 Jun 2026, 09:14
Official
Hi Verna,
We really appreciate you taking the time to come back and share this update, and we’re glad to hear the connection is now working as expected after following the steps provided.At the same time, we hear your frustration around the difficulty in reaching support when you initially needed assistance. That kind of experience isn’t what we want for our customers, especially when you’re trying to resolve something urgently.Your feedback about improving response capacity on our support channels is noted and will be shared with the relevant teams for review. Ensuring customers can get timely help directly, without added frustration, remains a key focus area for us.We’re glad the issue is resolved, and we’ll continue working on improving the experience so support is more accessible when you need it.Kind regards,
The Mweb Team
We really appreciate you taking the time to come back and share this update, and we’re glad to hear the connection is now working as expected after following the steps provided.At the same time, we hear your frustration around the difficulty in reaching support when you initially needed assistance. That kind of experience isn’t what we want for our customers, especially when you’re trying to resolve something urgently.Your feedback about improving response capacity on our support channels is noted and will be shared with the relevant teams for review. Ensuring customers can get timely help directly, without added frustration, remains a key focus area for us.We’re glad the issue is resolved, and we’ll continue working on improving the experience so support is more accessible when you need it.Kind regards,
The Mweb Team
Best regards,