NH
Nicki H
1 reviews | Active since Nov 2017
10 Apr 2026, 16:37
THE WORST SERVICE EVER
Today my fibre went down. Only me not area issue. Tried live chat - it doesnt work - not at all. On line two hours and finally get Michael - do the normal reset etc. Seems there is an issue - as he starts to get my info - line gets cut, his side NOT mine. Now on the line again for 1.50 minutes - caller no nine in queue. Also sent mail to the customer services in hopes that somehow a smoke signal will go out that i need a tech on site as their human/AI component does not work
Helpful (0)
Replies (10)0
Replies (10)NH
Nicki H's updateReviewer Update
10 Apr 2026, 16:45And now after 2 hours and caller no 2 in line at 16:44 on a Friday my line gets cut - This is totally unacceptable - non-service
NH
Nicki H's update10 Apr 2026, 16:45
Reviewer Update
And now after 2 hours and caller no 2 in line at 16:44 on a Friday my line gets cut - This is totally unacceptable - non-service
Mweb's replyOfficial
10 Apr 2026, 16:46Hello Nicki. Thank you for taking the time to explain everything that has happened today. We completely understand how frustrating it is to lose connectivity, then struggle through long queues and repeated disconnections while trying to get help. That is not the experience we aim to deliver.We’d like to assist you in a more structured way and help isolate what’s happening on your line so we can escalate it correctly.Let’s start with your ONT (fibre device) checksPlease take a moment to check your ONT and confirm the following:
- Is the Power light ON and stable?
- Is the PON light solid green, blinking, or red?
- Is there an Alarm / LOS light showing red or flashing?
- A local power or equipment issue
- A fibre signal loss (line fault)
- Or a broader network/session issue
- Review your live line status in real time
- Prioritise your case due to repeated disconnections and failed support attempts
- Ensure you get a clear update and resolution path
The Mweb Team
Mweb's reply10 Apr 2026, 16:46
Official
Hello Nicki. Thank you for taking the time to explain everything that has happened today. We completely understand how frustrating it is to lose connectivity, then struggle through long queues and repeated disconnections while trying to get help. That is not the experience we aim to deliver.We’d like to assist you in a more structured way and help isolate what’s happening on your line so we can escalate it correctly.Let’s start with your ONT (fibre device) checksPlease take a moment to check your ONT and confirm the following:
- Is the Power light ON and stable?
- Is the PON light solid green, blinking, or red?
- Is there an Alarm / LOS light showing red or flashing?
- A local power or equipment issue
- A fibre signal loss (line fault)
- Or a broader network/session issue
- Review your live line status in real time
- Prioritise your case due to repeated disconnections and failed support attempts
- Ensure you get a clear update and resolution path
The Mweb Team
NH
Nicki H's updateReviewer Update
10 Apr 2026, 16:48And now i am caller no 43 in queue - so if I am lucky I would today have spent a minimum of 6 hours on the phone to try and contract MWeb - will update on the saga to see if I actually get to speak to Tech support
NH
Nicki H's update10 Apr 2026, 16:48
Reviewer Update
And now i am caller no 43 in queue - so if I am lucky I would today have spent a minimum of 6 hours on the phone to try and contract MWeb - will update on the saga to see if I actually get to speak to Tech support
NH
Nicki H's updateReviewer Update
10 Apr 2026, 17:00Are you serious - I am "speaking" to another bot here? MWeb is not serious
NH
Nicki H's update10 Apr 2026, 17:00
Reviewer Update
Are you serious - I am "speaking" to another bot here? MWeb is not serious
NH
Nicki H's updateReviewer Update
10 Apr 2026, 17:03And then the automated response / bot / AI replies again with the same message (Smacks hand to head)
NH
Nicki H's update10 Apr 2026, 17:03
Reviewer Update
And then the automated response / bot / AI replies again with the same message (Smacks hand to head)
NH
Nicki H's updateReviewer Update
10 Apr 2026, 18:27This is the worst ever service I have had in my life. Now after another 1 and half on line being caller 9 in queue i get cut off again. So far I have spent 6HOURS on phone trying to get MWeb to send a tech out to fix my line/modem whatever is wrong
NH
Nicki H's update10 Apr 2026, 18:27
Reviewer Update
This is the worst ever service I have had in my life. Now after another 1 and half on line being caller 9 in queue i get cut off again. So far I have spent 6HOURS on phone trying to get MWeb to send a tech out to fix my line/modem whatever is wrong
NH
Nicki H's updateReviewer Update
10 Apr 2026, 18:28So after 6 hours of no help I am now number 48 in queue. I unfortunately need my internet and cant sit the whole weekend waiting to phone them again on Monday
NH
Nicki H's update10 Apr 2026, 18:28
Reviewer Update
So after 6 hours of no help I am now number 48 in queue. I unfortunately need my internet and cant sit the whole weekend waiting to phone them again on Monday
NH
Nicki H's updateReviewer Update
10 Apr 2026, 20:23So after the fourth call I am back to Michael (is he the only tech on duty today?) So this weekend it seems no internet (over 8 hours listening to toilet music to get the whatever turnaround speech? My advise to anyone considering MWeb as a service provider is to RUN
NH
Nicki H's update10 Apr 2026, 20:23
Reviewer Update
So after the fourth call I am back to Michael (is he the only tech on duty today?) So this weekend it seems no internet (over 8 hours listening to toilet music to get the whatever turnaround speech? My advise to anyone considering MWeb as a service provider is to RUN
NH
Nicki H's updateReviewer Update
12 Apr 2026, 15:22And the saga continues - can someone (a human) from MWeb please call me.
NH
Nicki H's update12 Apr 2026, 15:22
Reviewer Update
And the saga continues - can someone (a human) from MWeb please call me.
Mweb's replyOfficial
14 Apr 2026, 09:23Hi Nicki, we can understand your frustration, when issues continue without resolution and you’re repeatedly following up, it becomes exhausting and understandably feels like you’re not being heard. At this stage, our technical team is actively working on the matter to identify and resolve the underlying fault. We are monitoring the progress closely to ensure the correct fix is app**** rather than a temporary workaround that does not hold. We also acknowledge your request for a direct call. While we are unable to arrange outbound calls from this channel, we are ensuring your case remains prioritised with the technical team so that feedback and resolution are provided as quickly as possible. We appreciate your patience while this is being worked on and will ensure you are updated as soon as there is meaningful progress. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply14 Apr 2026, 09:23
Official
Hi Nicki, we can understand your frustration, when issues continue without resolution and you’re repeatedly following up, it becomes exhausting and understandably feels like you’re not being heard. At this stage, our technical team is actively working on the matter to identify and resolve the underlying fault. We are monitoring the progress closely to ensure the correct fix is app**** rather than a temporary workaround that does not hold. We also acknowledge your request for a direct call. While we are unable to arrange outbound calls from this channel, we are ensuring your case remains prioritised with the technical team so that feedback and resolution are provided as quickly as possible. We appreciate your patience while this is being worked on and will ensure you are updated as soon as there is meaningful progress. Kind regards,
The Mweb Team
The Mweb Team