Unable to Access Older Billing Statements and No Response from Support Chat

I have an ISP contract with MWEB and needed access to a billing statement from just over a year ago.

First, I tried using the support chat on the phone app, but after reaching the message “Please hold while we connect you to the next available agent”, I waited for more than an hour without any response from an agent. Eventually, I had to cancel the chat.

I then went onto the website using my laptop. Although I could view part of my billing history there, only a limited number of statements were available, and the statement I needed did not appear. I again tried the support chat via the website, but exactly the same thing happened: the message appeared saying I would be connected to the next available agent, yet no bot or person ever arrived to assist.

This kind of service is deeply frustrating. In my experience, after you have signed up, many service providers become extremely difficult to reach when you actually need help. As a customer, it often feels as though there is no practical recourse: phone calls cost money, calls are often dropped, and online support simply leaves one waiting indefinitely.

My broader concern is this: thousands of customers raise similar complaints on platforms like HelloPeter, yet consumers still seem to have very little power when basic support fails.

Can HelloPeter help escalate recurring service failures like this to a body such as the relevant consumer ombud, so that persistent patterns of poor customer support are properly addressed? 📌