Item: Mweb
Rating: 1
Author: Andrew M

Mweb's replyOfficial

18 Aug 2026, 10:59

Morning Andrew
We understand how disruptive it is to experience severe latency, buffering, and disconnects every evening, particularly when you have a 1Gbps service and rely on a stable connection. We’re also aware that difficulty reaching support can make an ongoing connection issue even more frustrating.We can confirm that our Tech Support team assisted you earlier today to investigate the connection performance and discuss the way forward.For recurring evening latency, these steps can help narrow down the cause:

Test via Ethernet: Connect a laptop/PC directly to the router using an Ethernet cable and run a speed test during the 19:00–20:00 period. This helps determine whether the issue is with WiFi or the fibre connection.
Restart the ONT and router: Power both devices off for around 60 seconds, switch the ONT back on first and allow it to stabilise before restarting the router.
Check other devices: Temporarily disconnect other devices, particularly TVs, consoles, downloads and cloud backups, then retest. A small number of devices can still generate significant traffic.
Check the test server: Use a nearby speed-test server and run several tests at different times. Compare results during the evening slowdown with results outside peak hours.
Check latency: If possible, run a continuous ping test while the issue occurs. High or fluctuating latency can help identify whether the problem is related to the local network or the fibre connection.
Avoid relying on WiFi for speed testing: WiFi performance can be affected by distance, interference, channel congestion and the device itself, so a wired test provides the most reliable indication of your fibre performance.

If the wired connection is also showing consistently low speeds, high latency or packet loss specifically during the evening period, this information is useful for our technical team when investigating the underlying connection performance.We’re glad our team has already engaged with you and provided a way forward, and we hope these checks help pinpoint the cause so the issue can be properly resolved. Please feel free to reach out to us via private message for any further support. We are here for you.

Kind regards,
The Mweb Team

Mweb's reply18 Aug 2026, 10:59

Official

Morning Andrew
We understand how disruptive it is to experience severe latency, buffering, and disconnects every evening, particularly when you have a 1Gbps service and rely on a stable connection. We’re also aware that difficulty reaching support can make an ongoing connection issue even more frustrating.We can confirm that our Tech Support team assisted you earlier today to investigate the connection performance and discuss the way forward.For recurring evening latency, these steps can help narrow down the cause:

Test via Ethernet: Connect a laptop/PC directly to the router using an Ethernet cable and run a speed test during the 19:00–20:00 period. This helps determine whether the issue is with WiFi or the fibre connection.
Restart the ONT and router: Power both devices off for around 60 seconds, switch the ONT back on first and allow it to stabilise before restarting the router.
Check other devices: Temporarily disconnect other devices, particularly TVs, consoles, downloads and cloud backups, then retest. A small number of devices can still generate significant traffic.
Check the test server: Use a nearby speed-test server and run several tests at different times. Compare results during the evening slowdown with results outside peak hours.
Check latency: If possible, run a continuous ping test while the issue occurs. High or fluctuating latency can help identify whether the problem is related to the local network or the fibre connection.
Avoid relying on WiFi for speed testing: WiFi performance can be affected by distance, interference, channel congestion and the device itself, so a wired test provides the most reliable indication of your fibre performance.

If the wired connection is also showing consistently low speeds, high latency or packet loss specifically during the evening period, this information is useful for our technical team when investigating the underlying connection performance.We’re glad our team has already engaged with you and provided a way forward, and we hope these checks help pinpoint the cause so the issue can be properly resolved. Please feel free to reach out to us via private message for any further support. We are here for you.

Kind regards,
The Mweb Team

AM

Andrew M's updateReviewer Update

18 Aug 2026, 11:37

Thanks for the suggestions however, I did all of the above, I work in IT myself so I troubleshooted the following.

I pinged 8.8.8.8(and numerous other DNS servers) with a continuous ping got 8 successful pings/replies with stable latency of 3ms, then 2 timeouts and this was recurring in the same pattern.

Rebooted the router and the ONT countless times with 60 seconds in between, I also changed the DNS on the ZTE from 8.8.8.8 and 8.8.4.4 and also tried 1.1.1.1 and 1.0.0.1

I changed my CAT8 cable to my PC and nothing changed, switched ports on the router as well nothing changed( still disconnects every 8 seconds, WiFi experienced the same disconnects however I would never run tests like this over WiFi.

The only thing that did help was running NordVPN on the PC itself, this bypassed your routing and allowed me to continue using my internet throughout the night only on the PC, my wife was still buffering on her laptop(WiFi), so there is definitely congestion on the line in the area around these times. Me having to use a 3rd party tool to bypass these congested routes is insane and definitely points to some type of routing issue going on here at 19:00, 20:00, 21:00 at night.

AM

Andrew M's update18 Aug 2026, 11:37

Reviewer Update

Thanks for the suggestions however, I did all of the above, I work in IT myself so I troubleshooted the following.

I pinged 8.8.8.8(and numerous other DNS servers) with a continuous ping got 8 successful pings/replies with stable latency of 3ms, then 2 timeouts and this was recurring in the same pattern.

Rebooted the router and the ONT countless times with 60 seconds in between, I also changed the DNS on the ZTE from 8.8.8.8 and 8.8.4.4 and also tried 1.1.1.1 and 1.0.0.1

I changed my CAT8 cable to my PC and nothing changed, switched ports on the router as well nothing changed( still disconnects every 8 seconds, WiFi experienced the same disconnects however I would never run tests like this over WiFi.

The only thing that did help was running NordVPN on the PC itself, this bypassed your routing and allowed me to continue using my internet throughout the night only on the PC, my wife was still buffering on her laptop(WiFi), so there is definitely congestion on the line in the area around these times. Me having to use a 3rd party tool to bypass these congested routes is insane and definitely points to some type of routing issue going on here at 19:00, 20:00, 21:00 at night.

Mweb's replyOfficial

18 Aug 2026, 12:03

Hello Andrew

Thank you for taking the time to run such detailed testing and for sharing the results with us. We genuinely appreciate the effort you’ve already put into isolating the issue, especially given your IT background. Your testing provides useful information that can help our technical teams investigate this more effectively.Based on what you’ve tested, there are a few important indicators:

Stable 3ms latency followed by recurring timeouts: The consistent pattern of successful replies followed by timeouts suggests intermittent packet loss rather than a simple DNS issue.
DNS changes made no difference: Testing multiple DNS providers without improvement makes DNS resolution an unlikely cause.
Ethernet testing produced the same behaviour: since the issue occurs over a direct wired connection, WiFi interference or wireless congestion within the home is less likely.
Router/ONT reboots and different Ethernet ports/cables made no difference: This reduces the likelihood of a basic local hardware, port, or cabling issue.
The issue is time-specific: the fact that the behaviour consistently occurs in the evening points to a possible peak-period network or routing issue.
NordVPN changes the experience: This is particularly useful information. If routing traffic through NordVPN allows the PC to remain stable while the normal connection experiences timeouts, it may indicate that the issue is occurring along a specific routing path or upstream network route rather than with the physical connection inside your home.

The fact that your wife’s laptop continues buffering while your PC performs better through NordVPN also gives the technical team an important comparison point. It does not, on its own, conclusively prove area congestion, but it does strengthen the case for investigating routing, peering, upstream packet loss or peak-period network utilisation.At this stage, the most useful next step would be for our technical team to review the connection during the affected evening period and investigate the relevant network path, packet loss and routing behaviour. Your continuous-ping results and the NordVPN comparison should be included in that investigation.We really do appreciate the level of testing you’ve already completed. It gives the team considerably more to work with than a standard speed test and should help narrow down where the fault is occurring. We will log a callback request for after 7 pm and add the above details to allow the team to troubleshoot and further guide you.

Kind regards,
The Mweb Team

Mweb's reply18 Aug 2026, 12:03

Official

Hello Andrew

Thank you for taking the time to run such detailed testing and for sharing the results with us. We genuinely appreciate the effort you’ve already put into isolating the issue, especially given your IT background. Your testing provides useful information that can help our technical teams investigate this more effectively.Based on what you’ve tested, there are a few important indicators:

Stable 3ms latency followed by recurring timeouts: The consistent pattern of successful replies followed by timeouts suggests intermittent packet loss rather than a simple DNS issue.
DNS changes made no difference: Testing multiple DNS providers without improvement makes DNS resolution an unlikely cause.
Ethernet testing produced the same behaviour: since the issue occurs over a direct wired connection, WiFi interference or wireless congestion within the home is less likely.
Router/ONT reboots and different Ethernet ports/cables made no difference: This reduces the likelihood of a basic local hardware, port, or cabling issue.
The issue is time-specific: the fact that the behaviour consistently occurs in the evening points to a possible peak-period network or routing issue.
NordVPN changes the experience: This is particularly useful information. If routing traffic through NordVPN allows the PC to remain stable while the normal connection experiences timeouts, it may indicate that the issue is occurring along a specific routing path or upstream network route rather than with the physical connection inside your home.

The fact that your wife’s laptop continues buffering while your PC performs better through NordVPN also gives the technical team an important comparison point. It does not, on its own, conclusively prove area congestion, but it does strengthen the case for investigating routing, peering, upstream packet loss or peak-period network utilisation.At this stage, the most useful next step would be for our technical team to review the connection during the affected evening period and investigate the relevant network path, packet loss and routing behaviour. Your continuous-ping results and the NordVPN comparison should be included in that investigation.We really do appreciate the level of testing you’ve already completed. It gives the team considerably more to work with than a standard speed test and should help narrow down where the fault is occurring. We will log a callback request for after 7 pm and add the above details to allow the team to troubleshoot and further guide you.

Kind regards,
The Mweb Team

AM

Andrew M's updateReviewer Update

18 Aug 2026, 12:20

Whoever is managing this Hellopeter page must get a raise, now this is 1000% better than waiting for someone on a live chat support session telling you to restart your router for the 100th time. Genuinely thank you.

AM

Andrew M's update18 Aug 2026, 12:20

Reviewer Update

Whoever is managing this Hellopeter page must get a raise, now this is 1000% better than waiting for someone on a live chat support session telling you to restart your router for the 100th time. Genuinely thank you.

Mweb's replyOfficial

18 Aug 2026, 12:26

Thanks, Andrew. 💙 We genuinely appreciate it. We’re simply trying to make it a little easier to get the right help without putting you through the same troubleshooting steps over and over again.We’re really glad this approach has made a difference, and we appreciate you taking the time to recognise the team. We’ll keep doing our best to make getting support as straightforward and solution-driven as possible. 🙌

Mweb's reply18 Aug 2026, 12:26

Official

Thanks, Andrew. 💙 We genuinely appreciate it. We’re simply trying to make it a little easier to get the right help without putting you through the same troubleshooting steps over and over again.We’re really glad this approach has made a difference, and we appreciate you taking the time to recognise the team. We’ll keep doing our best to make getting support as straightforward and solution-driven as possible. 🙌

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