SB
Stephanie B
1 reviews | Active since Aug 2014
14 Apr 2026, 15:05
Poor tech support
This is my second time having to deal with Mweb tech support. They’re happy to take your monthly payments for years, but if you have a technical issue they don’t respond to email and the online chat service is cumbersome and slow. I also tried getting phone support. I have been struggling with line speeds that drop to less than 10 for months and to add insult to injury, I’ve just had an increase on my monthly bill because they’re giving me faster line speed. They’re not meeting the commitment that they have already. I have gotten IT advice and believe it’s a hardware issue. I’d love to know how to get an Mweb technician to come and sort it out. I’m losing time and money. Open to suggestions of other service providers who give better tech support when needed. I am in Parkhurst so one of first to get fibre and hardware is old (and I think unreliable).
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Replies (3)0
Replies (3)
Mweb's replyOfficial
14 Apr 2026, 15:12Hi Stephanie, we hear your frustration, especially with the ongoing speed drops over an extended period and the impact this is having on your day-to-day use. We understand how disruptive it is when the service doesn’t reflect what you’re paying for. We will escalate this to our technical team for further investigation so the line can be properly reviewed, including stability, provisioning, and any potential hardware or network-related faults. Once the technical review has been completed, feedback will be provided with the findings and the next steps to resolve the issue. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply14 Apr 2026, 15:12
Official
Hi Stephanie, we hear your frustration, especially with the ongoing speed drops over an extended period and the impact this is having on your day-to-day use. We understand how disruptive it is when the service doesn’t reflect what you’re paying for. We will escalate this to our technical team for further investigation so the line can be properly reviewed, including stability, provisioning, and any potential hardware or network-related faults. Once the technical review has been completed, feedback will be provided with the findings and the next steps to resolve the issue. Kind regards,
The Mweb Team
The Mweb Team
SB
Stephanie B's updateReviewer Update
14 Apr 2026, 15:53Thank you for your reply. I am willing to pay for a technician to come to my home if needed to sort this out this week. If I can’t, I am going to look at a new service provider. I published this review on my phone without Internet. I am back up… but who knows for how long.
SB
Stephanie B's update14 Apr 2026, 15:53
Reviewer Update
Thank you for your reply. I am willing to pay for a technician to come to my home if needed to sort this out this week. If I can’t, I am going to look at a new service provider. I published this review on my phone without Internet. I am back up… but who knows for how long.
Mweb's replyOfficial
14 Apr 2026, 16:04Hello Stephanie, thank you for taking the time to share this in detail. Experiencing ongoing speed drops, especially after a package upgrade, is incredibly disruptive, and we understand the impact this has on your time and productivity.
We want to get this resolved properly for you. If you are open to it, here are a few targeted checks that help isolate whether the issue sits with hardware, WiFi, or the line itself: 1. Test via a wired connection (LAN cable)
Connect a device directly to your router and run a speed test. This removes WiFi variables and confirms whether the fibre line is delivering the correct speed. If speeds are still below 10 Mbps, it points to a line or router issue rather than signal interference. 2. Restart and check your router (ONT and router reboot)
Power off both your fibre ONT and router for about 2 minutes, then power them back on. This refreshes the session with the network and can resolve performance degradation caused by long uptime or stale connections. 3. Check router age and capability
Given your location and early fibre rollout, older routers often cannot handle higher speeds or newer network standards. If the hardware is outdated, it can bottleneck your connection even if the line itself is performing correctly. 4. WiFi environment and interference
If your wired speeds are good but WiFi is slow, interference from neighbouring networks, walls, or device congestion could be the cause. Switching WiFi channels or using the 5GHz band can significantly improve performance. 5. Multiple device check
Test on more than one device to rule out a device-specific limitation. This helps confirm whether the issue is network-wide or isolated.
These steps allow us to clearly identify where the breakdown is happening so we can take the correct action, whether that is replacing hardware, adjusting configuration, or escalating to the fibre network. We look forward to your troubleshooting result update via private message.
Kind regards,
The Mweb Team
We want to get this resolved properly for you. If you are open to it, here are a few targeted checks that help isolate whether the issue sits with hardware, WiFi, or the line itself: 1. Test via a wired connection (LAN cable)
Connect a device directly to your router and run a speed test. This removes WiFi variables and confirms whether the fibre line is delivering the correct speed. If speeds are still below 10 Mbps, it points to a line or router issue rather than signal interference. 2. Restart and check your router (ONT and router reboot)
Power off both your fibre ONT and router for about 2 minutes, then power them back on. This refreshes the session with the network and can resolve performance degradation caused by long uptime or stale connections. 3. Check router age and capability
Given your location and early fibre rollout, older routers often cannot handle higher speeds or newer network standards. If the hardware is outdated, it can bottleneck your connection even if the line itself is performing correctly. 4. WiFi environment and interference
If your wired speeds are good but WiFi is slow, interference from neighbouring networks, walls, or device congestion could be the cause. Switching WiFi channels or using the 5GHz band can significantly improve performance. 5. Multiple device check
Test on more than one device to rule out a device-specific limitation. This helps confirm whether the issue is network-wide or isolated.
These steps allow us to clearly identify where the breakdown is happening so we can take the correct action, whether that is replacing hardware, adjusting configuration, or escalating to the fibre network. We look forward to your troubleshooting result update via private message.
Kind regards,
The Mweb Team
Mweb's reply14 Apr 2026, 16:04
Official
Hello Stephanie, thank you for taking the time to share this in detail. Experiencing ongoing speed drops, especially after a package upgrade, is incredibly disruptive, and we understand the impact this has on your time and productivity.
We want to get this resolved properly for you. If you are open to it, here are a few targeted checks that help isolate whether the issue sits with hardware, WiFi, or the line itself: 1. Test via a wired connection (LAN cable)
Connect a device directly to your router and run a speed test. This removes WiFi variables and confirms whether the fibre line is delivering the correct speed. If speeds are still below 10 Mbps, it points to a line or router issue rather than signal interference. 2. Restart and check your router (ONT and router reboot)
Power off both your fibre ONT and router for about 2 minutes, then power them back on. This refreshes the session with the network and can resolve performance degradation caused by long uptime or stale connections. 3. Check router age and capability
Given your location and early fibre rollout, older routers often cannot handle higher speeds or newer network standards. If the hardware is outdated, it can bottleneck your connection even if the line itself is performing correctly. 4. WiFi environment and interference
If your wired speeds are good but WiFi is slow, interference from neighbouring networks, walls, or device congestion could be the cause. Switching WiFi channels or using the 5GHz band can significantly improve performance. 5. Multiple device check
Test on more than one device to rule out a device-specific limitation. This helps confirm whether the issue is network-wide or isolated.
These steps allow us to clearly identify where the breakdown is happening so we can take the correct action, whether that is replacing hardware, adjusting configuration, or escalating to the fibre network. We look forward to your troubleshooting result update via private message.
Kind regards,
The Mweb Team
We want to get this resolved properly for you. If you are open to it, here are a few targeted checks that help isolate whether the issue sits with hardware, WiFi, or the line itself: 1. Test via a wired connection (LAN cable)
Connect a device directly to your router and run a speed test. This removes WiFi variables and confirms whether the fibre line is delivering the correct speed. If speeds are still below 10 Mbps, it points to a line or router issue rather than signal interference. 2. Restart and check your router (ONT and router reboot)
Power off both your fibre ONT and router for about 2 minutes, then power them back on. This refreshes the session with the network and can resolve performance degradation caused by long uptime or stale connections. 3. Check router age and capability
Given your location and early fibre rollout, older routers often cannot handle higher speeds or newer network standards. If the hardware is outdated, it can bottleneck your connection even if the line itself is performing correctly. 4. WiFi environment and interference
If your wired speeds are good but WiFi is slow, interference from neighbouring networks, walls, or device congestion could be the cause. Switching WiFi channels or using the 5GHz band can significantly improve performance. 5. Multiple device check
Test on more than one device to rule out a device-specific limitation. This helps confirm whether the issue is network-wide or isolated.
These steps allow us to clearly identify where the breakdown is happening so we can take the correct action, whether that is replacing hardware, adjusting configuration, or escalating to the fibre network. We look forward to your troubleshooting result update via private message.
Kind regards,
The Mweb Team