SG
Shaun G
1 reviews | Active since Feb 2019
03 Mar 2026, 17:19
Terrible service and no resolution
My internet went of this morning. I have been trying to get hold of the technical line. The first 3 times I tried the chat service they say is the quickest but no one connects. Then I tried calling first time time airtime finished and second time as well. I had to buy 500 minutes to be sure I will get my call answered. After 1 hour and 15 minutes call was answered and it couldnt be fixed over the phone and was advised a support person would call me. I am still waiting. I work from home and need my connection to work. They say up to 72 hours. Seriously. The call 1hour and 15 minutes with 28 people in waiting. This tells you they are significantly understaffed. I need this fixed asap and I cant wait over an hour to get hold of someone for feedback every time. Just hide behind your TT and think all is well.
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Replies (2)
Mweb's replyOfficial
04 Mar 2026, 14:04Good day, Shaun
Thank you for outlining what you’ve experienced today. We understand how disruptive this is — especially when you work from home and rely on your connection to stay productive. Spending that amount of time trying to get through, purchasing additional airtime, and still being left without clarity would be incredibly frustrating.
We’ve checked your account and can confirm that a fault was logged yesterday due to the connection being down. The notification you received regarding the turnaround time reflects the standard fault resolution window, which applies while the issue is being assessed and, where necessary, escalated to the fibre network operator.
Please be assured that our Faults Team is actively following up on this as it progresses. You will receive updates via SMS as soon as there is movement on the fault.
We appreciate the importance of having a stable connection and trust that the updates you receive will provide clarity as the matter moves toward resolution.
Thank you for outlining what you’ve experienced today. We understand how disruptive this is — especially when you work from home and rely on your connection to stay productive. Spending that amount of time trying to get through, purchasing additional airtime, and still being left without clarity would be incredibly frustrating.
We’ve checked your account and can confirm that a fault was logged yesterday due to the connection being down. The notification you received regarding the turnaround time reflects the standard fault resolution window, which applies while the issue is being assessed and, where necessary, escalated to the fibre network operator.
Please be assured that our Faults Team is actively following up on this as it progresses. You will receive updates via SMS as soon as there is movement on the fault.
We appreciate the importance of having a stable connection and trust that the updates you receive will provide clarity as the matter moves toward resolution.
Mweb's reply04 Mar 2026, 14:04
Official
Good day, Shaun
Thank you for outlining what you’ve experienced today. We understand how disruptive this is — especially when you work from home and rely on your connection to stay productive. Spending that amount of time trying to get through, purchasing additional airtime, and still being left without clarity would be incredibly frustrating.
We’ve checked your account and can confirm that a fault was logged yesterday due to the connection being down. The notification you received regarding the turnaround time reflects the standard fault resolution window, which applies while the issue is being assessed and, where necessary, escalated to the fibre network operator.
Please be assured that our Faults Team is actively following up on this as it progresses. You will receive updates via SMS as soon as there is movement on the fault.
We appreciate the importance of having a stable connection and trust that the updates you receive will provide clarity as the matter moves toward resolution.
Thank you for outlining what you’ve experienced today. We understand how disruptive this is — especially when you work from home and rely on your connection to stay productive. Spending that amount of time trying to get through, purchasing additional airtime, and still being left without clarity would be incredibly frustrating.
We’ve checked your account and can confirm that a fault was logged yesterday due to the connection being down. The notification you received regarding the turnaround time reflects the standard fault resolution window, which applies while the issue is being assessed and, where necessary, escalated to the fibre network operator.
Please be assured that our Faults Team is actively following up on this as it progresses. You will receive updates via SMS as soon as there is movement on the fault.
We appreciate the importance of having a stable connection and trust that the updates you receive will provide clarity as the matter moves toward resolution.
Mweb's replyOfficial
04 Mar 2026, 14:15Hello Shaun. We fully understand how stressful and disruptive this has been, especially when you rely on your connection to work from home. Having to attempt chat multiple times, use additional airtime, and then wait over an hour on the phone is incredibly frustrating. That is not the level of accessibility or efficiency we aim to provide.
Your line fault has now been logged with Openserve under reference MWB***7. Our technical team has taken the necessary action to log this with the network provider to ensure a resolution ASAP. While Openserve does operate within a standard turnaround time of up to 72 hours for fault resolution, we will continue to monitor the progress closely to ensure there are no unnecessary delays.We understand the urgency of your situation and the impact this downtime has on your work. Please rest assured that the matter is active and receiving attention. Should there be any updates from Openserve, they will be communicated automatically without delay.Thank you for your patience while this is being attended to. We remain committed to restoring your connection as quickly as possible and supporting you throughout the process. R^
Your line fault has now been logged with Openserve under reference MWB***7. Our technical team has taken the necessary action to log this with the network provider to ensure a resolution ASAP. While Openserve does operate within a standard turnaround time of up to 72 hours for fault resolution, we will continue to monitor the progress closely to ensure there are no unnecessary delays.We understand the urgency of your situation and the impact this downtime has on your work. Please rest assured that the matter is active and receiving attention. Should there be any updates from Openserve, they will be communicated automatically without delay.Thank you for your patience while this is being attended to. We remain committed to restoring your connection as quickly as possible and supporting you throughout the process. R^
Mweb's reply04 Mar 2026, 14:15
Official
Hello Shaun. We fully understand how stressful and disruptive this has been, especially when you rely on your connection to work from home. Having to attempt chat multiple times, use additional airtime, and then wait over an hour on the phone is incredibly frustrating. That is not the level of accessibility or efficiency we aim to provide.
Your line fault has now been logged with Openserve under reference MWB***7. Our technical team has taken the necessary action to log this with the network provider to ensure a resolution ASAP. While Openserve does operate within a standard turnaround time of up to 72 hours for fault resolution, we will continue to monitor the progress closely to ensure there are no unnecessary delays.We understand the urgency of your situation and the impact this downtime has on your work. Please rest assured that the matter is active and receiving attention. Should there be any updates from Openserve, they will be communicated automatically without delay.Thank you for your patience while this is being attended to. We remain committed to restoring your connection as quickly as possible and supporting you throughout the process. R^
Your line fault has now been logged with Openserve under reference MWB***7. Our technical team has taken the necessary action to log this with the network provider to ensure a resolution ASAP. While Openserve does operate within a standard turnaround time of up to 72 hours for fault resolution, we will continue to monitor the progress closely to ensure there are no unnecessary delays.We understand the urgency of your situation and the impact this downtime has on your work. Please rest assured that the matter is active and receiving attention. Should there be any updates from Openserve, they will be communicated automatically without delay.Thank you for your patience while this is being attended to. We remain committed to restoring your connection as quickly as possible and supporting you throughout the process. R^