RB
Ron B
1 reviews | Active since Jan 2018
04 Jun 2026, 16:11
Shocking service with unacceptable waiting times
Our internet ( Mweb subscription serviced by MetroFibre )went down on Tuesday 2 June 2026. Then the frustration kicks in - try to speak to someone - a 40 minute call waiting for the “next available agent”. Simultaneously I was trying to reach somebody on the Lets Chat Bot - after 40 minutes no agent was forthcoming. Eventually speaking to an agent - the call drops !!! They don’t call back - so ….. back to the queue and wait for the next agent. Eventually speak to someone - problem not solved and call terminated. Wednesday 3 June - same process. At long last some hope. An agent that seems to be keen to help - yet unable to resolve fault. Support ticket MWB***6 created for technician to visit premises to assist in fixing the fault. Close of business 4 June 2026. NO TECHNICIAN AND STILL NO INTERNET. Shocking service
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Replies (2)
Mweb's replyOfficial
04 Jun 2026, 16:39Hello Ron
We can fully understand how frustrating and exhausting this experience has been, especially with multiple days without service, repeated long hold times, dropped calls, and no resolution yet despite a technician appointment being raised. Going through that cycle without clear progress is not the experience expected when a fault is actively logged and being worked on.Your fault *** is currently logged, and a follow-up has already been placed with the team to prioritise restoration as soon as possible. The SMS updates will continue as progress is made; however, we recognise that updates alone are not enough when the service has been down since 2 June 2026, and the impact is ongoing.At this stage, the key focus is ensuring the technician visit is confirmed, completed, and the root cause is identified without further delay. Given that previous interactions have not resulted in restoration yet, the escalation has been reinforced so the case receives urgent attention from the field and support teams working on MetroFibre-related faults.In situations like this, the resolution path typically depends on whether the fault sits at:
Kind regards,
The Mweb Team
We can fully understand how frustrating and exhausting this experience has been, especially with multiple days without service, repeated long hold times, dropped calls, and no resolution yet despite a technician appointment being raised. Going through that cycle without clear progress is not the experience expected when a fault is actively logged and being worked on.Your fault *** is currently logged, and a follow-up has already been placed with the team to prioritise restoration as soon as possible. The SMS updates will continue as progress is made; however, we recognise that updates alone are not enough when the service has been down since 2 June 2026, and the impact is ongoing.At this stage, the key focus is ensuring the technician visit is confirmed, completed, and the root cause is identified without further delay. Given that previous interactions have not resulted in restoration yet, the escalation has been reinforced so the case receives urgent attention from the field and support teams working on MetroFibre-related faults.In situations like this, the resolution path typically depends on whether the fault sits at:
- The fibre infrastructure level (MetroFibre network side)
- The ONT or premises equipment
- Internal line provisioning or configuration
Kind regards,
The Mweb Team
Mweb's reply04 Jun 2026, 16:39
Official
Hello Ron
We can fully understand how frustrating and exhausting this experience has been, especially with multiple days without service, repeated long hold times, dropped calls, and no resolution yet despite a technician appointment being raised. Going through that cycle without clear progress is not the experience expected when a fault is actively logged and being worked on.Your fault *** is currently logged, and a follow-up has already been placed with the team to prioritise restoration as soon as possible. The SMS updates will continue as progress is made; however, we recognise that updates alone are not enough when the service has been down since 2 June 2026, and the impact is ongoing.At this stage, the key focus is ensuring the technician visit is confirmed, completed, and the root cause is identified without further delay. Given that previous interactions have not resulted in restoration yet, the escalation has been reinforced so the case receives urgent attention from the field and support teams working on MetroFibre-related faults.In situations like this, the resolution path typically depends on whether the fault sits at:
Kind regards,
The Mweb Team
We can fully understand how frustrating and exhausting this experience has been, especially with multiple days without service, repeated long hold times, dropped calls, and no resolution yet despite a technician appointment being raised. Going through that cycle without clear progress is not the experience expected when a fault is actively logged and being worked on.Your fault *** is currently logged, and a follow-up has already been placed with the team to prioritise restoration as soon as possible. The SMS updates will continue as progress is made; however, we recognise that updates alone are not enough when the service has been down since 2 June 2026, and the impact is ongoing.At this stage, the key focus is ensuring the technician visit is confirmed, completed, and the root cause is identified without further delay. Given that previous interactions have not resulted in restoration yet, the escalation has been reinforced so the case receives urgent attention from the field and support teams working on MetroFibre-related faults.In situations like this, the resolution path typically depends on whether the fault sits at:
- The fibre infrastructure level (MetroFibre network side)
- The ONT or premises equipment
- Internal line provisioning or configuration
Kind regards,
The Mweb Team
Mweb's replyOfficial
04 Jun 2026, 16:41Hi Ron,
We understand your frustration, especially after being without internet since 2 June and having to spend long periods trying to reach support without a lasting resolution. We can appreciate how disruptive this has been, particularly after multiple attempts to get assistance and no on-site visit taking place as expected.We can confirm that this has been logged with our technical team and is still actively in progress under reference MWB***6. The team is currently working on the fault with the relevant network provider to investigate and resolve the service interruption.We recognise the impact this ongoing downtime is having and will continue to follow up on the progress to ensure the matter is progressed as quickly as possible.Kind regards,
The Mweb Team
We understand your frustration, especially after being without internet since 2 June and having to spend long periods trying to reach support without a lasting resolution. We can appreciate how disruptive this has been, particularly after multiple attempts to get assistance and no on-site visit taking place as expected.We can confirm that this has been logged with our technical team and is still actively in progress under reference MWB***6. The team is currently working on the fault with the relevant network provider to investigate and resolve the service interruption.We recognise the impact this ongoing downtime is having and will continue to follow up on the progress to ensure the matter is progressed as quickly as possible.Kind regards,
The Mweb Team
Mweb's reply04 Jun 2026, 16:41
Official
Hi Ron,
We understand your frustration, especially after being without internet since 2 June and having to spend long periods trying to reach support without a lasting resolution. We can appreciate how disruptive this has been, particularly after multiple attempts to get assistance and no on-site visit taking place as expected.We can confirm that this has been logged with our technical team and is still actively in progress under reference MWB***6. The team is currently working on the fault with the relevant network provider to investigate and resolve the service interruption.We recognise the impact this ongoing downtime is having and will continue to follow up on the progress to ensure the matter is progressed as quickly as possible.Kind regards,
The Mweb Team
We understand your frustration, especially after being without internet since 2 June and having to spend long periods trying to reach support without a lasting resolution. We can appreciate how disruptive this has been, particularly after multiple attempts to get assistance and no on-site visit taking place as expected.We can confirm that this has been logged with our technical team and is still actively in progress under reference MWB***6. The team is currently working on the fault with the relevant network provider to investigate and resolve the service interruption.We recognise the impact this ongoing downtime is having and will continue to follow up on the progress to ensure the matter is progressed as quickly as possible.Kind regards,
The Mweb Team