BS
Bokang S
1 reviews | Active since Jul 2017
02 Jun 2026, 12:13
The Live Chat is good and efficient, however, it took me on average 1H30 minutes to finally be connected with the Agent on Mweb Live Chat
The Live Chat is good and efficient, however, it took me on average 1H30 minutes to finally be connected with the Agent on Mweb Live Chat. While the Agent was able to assist me and resolve my problem, the waiting time is frustrating. I also received assistance on Billing, also experienced on average 30+ minutes on waiting time to be connected to the Agent who was able to help me within seconds. Therefore, there is a need to improve on the waiting time and take nothing away from you exceptional Agents🙏
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Mweb's replyOfficial
02 Jun 2026, 12:34Hi Bokang,
Thank you for sharing this detailed feedback. We’re really glad to hear that once you were connected, both the technical and billing agents were able to assist you quickly and resolve your queries effectively.
At the same time, we understand your frustration around the waiting times on Live Chat, especially when it takes over an hour to reach an agent before receiving fast assistance. That gap between waiting time and resolution experience is exactly what needs improvement, and your feedback highlights that clearly.
We also appreciate your recognition of the team on the ground. It’s encouraging to know that the quality of support remains strong once you are engaged, even though the access time needs attention.
Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply02 Jun 2026, 12:34
Official
Hi Bokang,
Thank you for sharing this detailed feedback. We’re really glad to hear that once you were connected, both the technical and billing agents were able to assist you quickly and resolve your queries effectively.
At the same time, we understand your frustration around the waiting times on Live Chat, especially when it takes over an hour to reach an agent before receiving fast assistance. That gap between waiting time and resolution experience is exactly what needs improvement, and your feedback highlights that clearly.
We also appreciate your recognition of the team on the ground. It’s encouraging to know that the quality of support remains strong once you are engaged, even though the access time needs attention.
Kind regards,
The Mweb Team
The Mweb Team