MH
Maryna H
1 reviews | Active since Apr 2014
09 Apr 2026, 14:41
Shocking lack of support with internet access
I logged a call with Mweb 6 April as my internet just stopped working. I spent 1,5 hours on the phone with an agent with no resolution. A call was logged to Vumatell. It was closed today (Thursday 9 April) with no resolution. And Mweb closed their call. As well. I still don’t have internet access. Unless you want to spend at least an hour waiting on the phone for an agent it is impossible to get hold of one. Messages in the Mweb app goes unanswered. I am shocked at how bad the technical support had become. I have been with Mweb for 20+ years snd have always only had good service. Until now. Very disappointing and frustrating.
Helpful (0)
Replies (4)0
Replies (4)
Mweb's replyOfficial
09 Apr 2026, 14:58Hello Maryna. Thank you for your continued support over the past 20+ years. That loyalty truly matters to us. We can see how disappointing this experience has been, especially with the fault being closed without resolution while your service is still down, and the time spent trying to reach support. That’s not the level of consistency you should expect from us.We’ve raised this matter directly with the team that manages all line faults and requested an urgent reassessment of the status, including the premature closure of the Vumatel ticket. They will review the latest updates and ensure the fault is actively reinstated and progressed to resolution. You will receive an SMS update directly to keep you informed on the current status and next steps.We are also reviewing the interaction history across your calls and app messages to ensure better continuity and responsiveness going forward. Your experience highlights exactly where we need to tighten our processes, and this is being addressed with the relevant teams.
We appreciate your patience and will ensure this is seen through to a working, stable connection as a priority.Kind regards,
The Mweb Team
We appreciate your patience and will ensure this is seen through to a working, stable connection as a priority.Kind regards,
The Mweb Team
Mweb's reply09 Apr 2026, 14:58
Official
Hello Maryna. Thank you for your continued support over the past 20+ years. That loyalty truly matters to us. We can see how disappointing this experience has been, especially with the fault being closed without resolution while your service is still down, and the time spent trying to reach support. That’s not the level of consistency you should expect from us.We’ve raised this matter directly with the team that manages all line faults and requested an urgent reassessment of the status, including the premature closure of the Vumatel ticket. They will review the latest updates and ensure the fault is actively reinstated and progressed to resolution. You will receive an SMS update directly to keep you informed on the current status and next steps.We are also reviewing the interaction history across your calls and app messages to ensure better continuity and responsiveness going forward. Your experience highlights exactly where we need to tighten our processes, and this is being addressed with the relevant teams.
We appreciate your patience and will ensure this is seen through to a working, stable connection as a priority.Kind regards,
The Mweb Team
We appreciate your patience and will ensure this is seen through to a working, stable connection as a priority.Kind regards,
The Mweb Team
Mweb's replyOfficial
09 Apr 2026, 15:04Update:
The Vumatel line lease has been cleared and renewed.
What it means
Vumatel has refreshed your connection session on their network. This is often referred to as renewing the “lease”, which is essentially the connection permission that allows your router to communicate with the network and access the internet.Sometimes, your router still holds onto the old session details, which can prevent the new, refreshed connection from taking effect properly.Why a restart is required
Restarting your hardware forces your router and fibre device to drop the old session and request a brand new one from the network. This allows the refreshed connection from Vumatel to fully apply and helps restore your service.How to restart your Vumatel hardware
If everything has been refreshed successfully, your connection should come back online once both devices have restarted and reconnected.If the connection is still not working after this, let us know, and we will take the next step in troubleshooting with you via private message.
Kind regards,
The Mweb Team
The Vumatel line lease has been cleared and renewed.
What it means
Vumatel has refreshed your connection session on their network. This is often referred to as renewing the “lease”, which is essentially the connection permission that allows your router to communicate with the network and access the internet.Sometimes, your router still holds onto the old session details, which can prevent the new, refreshed connection from taking effect properly.Why a restart is required
Restarting your hardware forces your router and fibre device to drop the old session and request a brand new one from the network. This allows the refreshed connection from Vumatel to fully apply and helps restore your service.How to restart your Vumatel hardware
- Locate your fibre box (ONT), which is the small box on the wall where the fibre line comes in.
- Locate your WiFi router.
- Switch off both the fibre box and the router at the power source.
- Wait at least 2 minutes to allow the session to fully clear.
- Switch the fibre box (ONT) back on first and wait about 2 to 3 minutes for all lights to stabilise.
- Then switch your router back on.
- Give it a few minutes to reconnect and test your internet.
If everything has been refreshed successfully, your connection should come back online once both devices have restarted and reconnected.If the connection is still not working after this, let us know, and we will take the next step in troubleshooting with you via private message.
Kind regards,
The Mweb Team
Mweb's reply09 Apr 2026, 15:04
Official
Update:
The Vumatel line lease has been cleared and renewed.
What it means
Vumatel has refreshed your connection session on their network. This is often referred to as renewing the “lease”, which is essentially the connection permission that allows your router to communicate with the network and access the internet.Sometimes, your router still holds onto the old session details, which can prevent the new, refreshed connection from taking effect properly.Why a restart is required
Restarting your hardware forces your router and fibre device to drop the old session and request a brand new one from the network. This allows the refreshed connection from Vumatel to fully apply and helps restore your service.How to restart your Vumatel hardware
If everything has been refreshed successfully, your connection should come back online once both devices have restarted and reconnected.If the connection is still not working after this, let us know, and we will take the next step in troubleshooting with you via private message.
Kind regards,
The Mweb Team
The Vumatel line lease has been cleared and renewed.
What it means
Vumatel has refreshed your connection session on their network. This is often referred to as renewing the “lease”, which is essentially the connection permission that allows your router to communicate with the network and access the internet.Sometimes, your router still holds onto the old session details, which can prevent the new, refreshed connection from taking effect properly.Why a restart is required
Restarting your hardware forces your router and fibre device to drop the old session and request a brand new one from the network. This allows the refreshed connection from Vumatel to fully apply and helps restore your service.How to restart your Vumatel hardware
- Locate your fibre box (ONT), which is the small box on the wall where the fibre line comes in.
- Locate your WiFi router.
- Switch off both the fibre box and the router at the power source.
- Wait at least 2 minutes to allow the session to fully clear.
- Switch the fibre box (ONT) back on first and wait about 2 to 3 minutes for all lights to stabilise.
- Then switch your router back on.
- Give it a few minutes to reconnect and test your internet.
If everything has been refreshed successfully, your connection should come back online once both devices have restarted and reconnected.If the connection is still not working after this, let us know, and we will take the next step in troubleshooting with you via private message.
Kind regards,
The Mweb Team
MH
Maryna H's updateReviewer Update
09 Apr 2026, 18:58Thank you so much for your rapid response. It is highly appreciated. My internet is working again. It would have been fantastic if an agent could have informed me of what to do without having to resort to publishing a review on here. Thank you once again for your rapid response and resolution to this issue.
MH
Maryna H's update09 Apr 2026, 18:58
Reviewer Update
Thank you so much for your rapid response. It is highly appreciated. My internet is working again. It would have been fantastic if an agent could have informed me of what to do without having to resort to publishing a review on here. Thank you once again for your rapid response and resolution to this issue.
Mweb's replyOfficial
10 Apr 2026, 11:03Hello Maryna
We're happy to help.
Kind regards,
The Mweb Team
We're happy to help.
Kind regards,
The Mweb Team
Mweb's reply10 Apr 2026, 11:03
Official
Hello Maryna
We're happy to help.
Kind regards,
The Mweb Team
We're happy to help.
Kind regards,
The Mweb Team