ZZ
Zanele Z
1 reviews | Active since Nov 2024
03 Mar 2026, 09:32
Technical support Mweb
I am extremely frustrated with the lack of support from MWEB regarding my Vuma Reach WiFi connection.
I have been calling technical support for hours with no assistance. I have also sent messages via WhatsApp and have been waiting for an agent to respond, but still no help.
Our Vuma Reach WiFi connects for about 5 minutes, then disconnects and reconnects repeatedly. When it reconnects, it sometimes runs a speed test, but the connection remains unstable and unusable. This clearly requires technical support intervention.
The lack of response and long waiting times are unacceptable. I urgently need assistance to resolve this issue as the service is unreliable.
Please escalate this matter and provide immediate support.
Helpful (0)
Replies (4)0
Replies (4)
Mweb's replyOfficial
03 Mar 2026, 11:01Hi Zanele. We understand the frustration caused by the repeated disconnections with your Vuma Reach WiFi, as well as the difficulties you’ve experienced trying to reach support. This level of service is not acceptable, and we appreciate how disruptive it must be. Please be assured that your case has been escalated to the relevant technical team for urgent review. They will investigate the instability of your connection and provide the necessary support to restore reliable service as quickly as possible. We appreciate your patience and are committed to resolving this matter promptly and professionally.
Best regards,
Mweb's reply03 Mar 2026, 11:01
Official
Hi Zanele. We understand the frustration caused by the repeated disconnections with your Vuma Reach WiFi, as well as the difficulties you’ve experienced trying to reach support. This level of service is not acceptable, and we appreciate how disruptive it must be. Please be assured that your case has been escalated to the relevant technical team for urgent review. They will investigate the instability of your connection and provide the necessary support to restore reliable service as quickly as possible. We appreciate your patience and are committed to resolving this matter promptly and professionally.
Best regards,
Mweb's replyOfficial
03 Mar 2026, 12:09 Hi Zanele, to ensure the issue is resolved, a fault will need to be logged with our Technical Team. They will conduct the necessary checks to identify the cause of the problem.Please note that Vuma reach has an Unnecessary Callout (UCOC) fee. If a technician visit determines that the issue was caused by customer equipment (for example, an unplugged cable, router switched off, or cable damage), this fee may be app****.Could you please confirm if you would like us to proceed with logging the fault so our team can investigate and assist you further?
Best regards,
Mweb's reply03 Mar 2026, 12:09
Official
Hi Zanele, to ensure the issue is resolved, a fault will need to be logged with our Technical Team. They will conduct the necessary checks to identify the cause of the problem.Please note that Vuma reach has an Unnecessary Callout (UCOC) fee. If a technician visit determines that the issue was caused by customer equipment (for example, an unplugged cable, router switched off, or cable damage), this fee may be app****.Could you please confirm if you would like us to proceed with logging the fault so our team can investigate and assist you further?
Best regards,
ZZ
Zanele Z's updateReviewer Update
03 Mar 2026, 15:42Yes
ZZ
Zanele Z's update03 Mar 2026, 15:42
Reviewer Update
Yes
Mweb's replyOfficial
03 Mar 2026, 16:57Hi Zanele. Thank you for your patience. A fault has been logged with the ticket reference MWB***4. Line faults typically have a turnaround time of 3–6 working days, though assistance is often provided sooner. Our Escalations Team will keep you updated via SMS as the fault progresses. We apologise for any inconvenience caused.
Best regards,
Mweb's reply03 Mar 2026, 16:57
Official
Hi Zanele. Thank you for your patience. A fault has been logged with the ticket reference MWB***4. Line faults typically have a turnaround time of 3–6 working days, though assistance is often provided sooner. Our Escalations Team will keep you updated via SMS as the fault progresses. We apologise for any inconvenience caused.
Best regards,