ME
Melanie E
1 reviews | Active since Oct 2018
27 Aug 2026, 15:46
Services issues with Mweb
Good day,
For the last couple of weeks i have been having signal issues. I have i been told it could be the wifi inverter kicking out the signal. Disconnected that. Then told it was the wifi repeater that could be old version changed that bought a new one. I was told last week it could be the surge in the router because the repeater was faulting and the inverter also fighting for connection it could have caused a power surge on the router itself. Bought a new router. Minding that i purchased the problematic router last year January 2025. Pass warrenty date. Im still having problems with the connection to router though its been replaced with a tp link deco mesh which was recommended by the tech. It buffers since connected.
There chat live is not just disappointing its pathetic. You have to wait for a few minutes before they answer on anything. Phoning in is also machine because you wait +-35 or more just for service consultant to answer. Never had this problem with Mweb before they upgraded.
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Replies (1)
Mweb's replyOfficial
27 Aug 2026, 15:58Hello Melanie
We can appreciate how frustrating this has become, particularly after you’ve already worked through several possible causes, disconnected the inverter, replaced the repeater, and ultimately purchased a new router. You’ve clearly put considerable effort and expense into trying to get the connection stable.We can see that our Support team managed to connect with you earlier today to assist with the hardware setup, and the connection was confirmed to be fully operational at the time. Since you’re still experiencing buffering, we’d like to help narrow down whether this is related to the Wi-Fi environment, the fibre connection, or the devices being used.A few useful checks:
Kind regards,
The Mweb Team
We can appreciate how frustrating this has become, particularly after you’ve already worked through several possible causes, disconnected the inverter, replaced the repeater, and ultimately purchased a new router. You’ve clearly put considerable effort and expense into trying to get the connection stable.We can see that our Support team managed to connect with you earlier today to assist with the hardware setup, and the connection was confirmed to be fully operational at the time. Since you’re still experiencing buffering, we’d like to help narrow down whether this is related to the Wi-Fi environment, the fibre connection, or the devices being used.A few useful checks:
- Test directly via Ethernet: Connect a laptop/PC directly to the main Deco unit using an Ethernet cable. This bypasses Wi-Fi interference and helps establish whether the issue is with the fibre connection or the wireless network.
- Test close to the main Deco: If Ethernet isn’t possible, test within a few metres of the primary Deco unit. This helps rule out distance, walls, and interference affecting the wireless signal.
- Temporarily disable additional Wi-Fi equipment: Keep the old repeater/inverter disconnected and test using only the Deco system. Multiple wireless devices can sometimes create competing networks or interference.
- Check the Deco placement: Keep the main unit in an open, elevated position away from TVs, microwaves, large appliances, and other electronics. This gives the Wi-Fi signal the best opportunity to propagate properly.
- Restart the ONT and Deco: Power both devices down for around 60 seconds, then power the fibre ONT on first and allow it to stabilise before powering up the Deco. This ensures the connection is established cleanly.
- Test at different times: Please note whether buffering occurs throughout the day or is significantly worse during peak evening hours. A time pattern can provide an important clue when investigating performance.
- Test more than one device: If possible, check whether the buffering occurs across different phones, TVs or computers. If only one device is affected, the issue may be device-specific rather than the fibre service.
- Run a speed test over Ethernet: If the connection is still problematic while directly connected to the Deco, a wired speed test gives us a much cleaner indication of the underlying connection performance than a Wi-Fi test.
Kind regards,
The Mweb Team
Best regards,
Mweb's reply27 Aug 2026, 15:58
Official
Hello Melanie
We can appreciate how frustrating this has become, particularly after you’ve already worked through several possible causes, disconnected the inverter, replaced the repeater, and ultimately purchased a new router. You’ve clearly put considerable effort and expense into trying to get the connection stable.We can see that our Support team managed to connect with you earlier today to assist with the hardware setup, and the connection was confirmed to be fully operational at the time. Since you’re still experiencing buffering, we’d like to help narrow down whether this is related to the Wi-Fi environment, the fibre connection, or the devices being used.A few useful checks:
Kind regards,
The Mweb Team
We can appreciate how frustrating this has become, particularly after you’ve already worked through several possible causes, disconnected the inverter, replaced the repeater, and ultimately purchased a new router. You’ve clearly put considerable effort and expense into trying to get the connection stable.We can see that our Support team managed to connect with you earlier today to assist with the hardware setup, and the connection was confirmed to be fully operational at the time. Since you’re still experiencing buffering, we’d like to help narrow down whether this is related to the Wi-Fi environment, the fibre connection, or the devices being used.A few useful checks:
- Test directly via Ethernet: Connect a laptop/PC directly to the main Deco unit using an Ethernet cable. This bypasses Wi-Fi interference and helps establish whether the issue is with the fibre connection or the wireless network.
- Test close to the main Deco: If Ethernet isn’t possible, test within a few metres of the primary Deco unit. This helps rule out distance, walls, and interference affecting the wireless signal.
- Temporarily disable additional Wi-Fi equipment: Keep the old repeater/inverter disconnected and test using only the Deco system. Multiple wireless devices can sometimes create competing networks or interference.
- Check the Deco placement: Keep the main unit in an open, elevated position away from TVs, microwaves, large appliances, and other electronics. This gives the Wi-Fi signal the best opportunity to propagate properly.
- Restart the ONT and Deco: Power both devices down for around 60 seconds, then power the fibre ONT on first and allow it to stabilise before powering up the Deco. This ensures the connection is established cleanly.
- Test at different times: Please note whether buffering occurs throughout the day or is significantly worse during peak evening hours. A time pattern can provide an important clue when investigating performance.
- Test more than one device: If possible, check whether the buffering occurs across different phones, TVs or computers. If only one device is affected, the issue may be device-specific rather than the fibre service.
- Run a speed test over Ethernet: If the connection is still problematic while directly connected to the Deco, a wired speed test gives us a much cleaner indication of the underlying connection performance than a Wi-Fi test.
Kind regards,
The Mweb Team
Best regards,