FG
Frans G
1 reviews | Active since Dec 2023
29 Apr 2026, 06:20
Unacceptable service
Moved to new premises. Its now been 3 weeks and between mweb and drogfoot they cant get it working. Took me 2 hours to speak to someone and they couldnt help me. 5 calls later all they seem to be able to do is do remote testing no onsite technical help at all. Ive been a client for years the new service is ****. Even got technical departments email. Live chat takes over 2 hours to reply. They just ignore the emails. This wasnt even a new install they unit was a pre existing installation. If I get no physical assistance i will be cancelling this week.
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Replies (10)0
Replies (10)
Mweb's replyOfficial
29 Apr 2026, 09:01Hi Frans, thank you for the detailed context, we can understand how frustrating this has been, especially after multiple calls and still not having a stable connection at your new premises. Before we move toward any physical intervention, we can still try a few focused remote steps to rule out the most common provisioning and authentication issues that often happen on pre-existing fibre installations. Please try the following checks on your side: First, confirm that the fibre ONT device is powered on and showing a stable PON / LOS light status. If the LOS light is red or flashing, that usually indicates a line issue from the network side. If it’s off or stable green, the physical line is likely active. Next, please do a full power cycle of the ONT and router. Switch both devices off, unplug them for about 10 minutes, then power on the ONT first and wait for all lights to stabilise before switching the router back on. This helps reset any stuck session between the line and the network. If the connection is still not coming up, we should check whether the router is receiving an IP address. If you can access the router interface, look for WAN status showing “connected” or “disconnected”. This will help confirm whether the issue is authentication-related or line-related. Based on your feedback so far and the repeated remote tests already done, this will quickly confirm whether we’re still dealing with a setup/session issue or if it truly requires escalation to a physical line check. Once you’ve checked this, let us know what the ONT lights and router status show, and we’ll take it from there immediately. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply29 Apr 2026, 09:01
Official
Hi Frans, thank you for the detailed context, we can understand how frustrating this has been, especially after multiple calls and still not having a stable connection at your new premises. Before we move toward any physical intervention, we can still try a few focused remote steps to rule out the most common provisioning and authentication issues that often happen on pre-existing fibre installations. Please try the following checks on your side: First, confirm that the fibre ONT device is powered on and showing a stable PON / LOS light status. If the LOS light is red or flashing, that usually indicates a line issue from the network side. If it’s off or stable green, the physical line is likely active. Next, please do a full power cycle of the ONT and router. Switch both devices off, unplug them for about 10 minutes, then power on the ONT first and wait for all lights to stabilise before switching the router back on. This helps reset any stuck session between the line and the network. If the connection is still not coming up, we should check whether the router is receiving an IP address. If you can access the router interface, look for WAN status showing “connected” or “disconnected”. This will help confirm whether the issue is authentication-related or line-related. Based on your feedback so far and the repeated remote tests already done, this will quickly confirm whether we’re still dealing with a setup/session issue or if it truly requires escalation to a physical line check. Once you’ve checked this, let us know what the ONT lights and router status show, and we’ll take it from there immediately. Kind regards,
The Mweb Team
The Mweb Team
FG
Frans G's updateReviewer Update
29 Apr 2026, 09:24We have done this exact test now 4 times. The ONT has a stable light on. The router wan is stable loght sys light keeps flickering. When connecting directly to ont we ran control panel test which gives error 619. Please check the logs. Carel and the other guy spent alot of time doing these extensive tests. I have even supp**** mweb with the OnR mac address as well as the routers mac address for frogfoot to trace the connections. I never get any feedback. Now what is next ?
FG
Frans G's update29 Apr 2026, 09:24
Reviewer Update
We have done this exact test now 4 times. The ONT has a stable light on. The router wan is stable loght sys light keeps flickering. When connecting directly to ont we ran control panel test which gives error 619. Please check the logs. Carel and the other guy spent alot of time doing these extensive tests. I have even supp**** mweb with the OnR mac address as well as the routers mac address for frogfoot to trace the connections. I never get any feedback. Now what is next ?
Mweb's replyOfficial
29 Apr 2026, 09:39Hi Frans, thank you for the update, we understand the frustration with the lack of progress and feedback so far. We’ve now escalated this to our technical support team, who will take over the matter and engage directly with the network provider to get this resolved. You’ll receive feedback as soon as we have an update from them on the next steps. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply29 Apr 2026, 09:39
Official
Hi Frans, thank you for the update, we understand the frustration with the lack of progress and feedback so far. We’ve now escalated this to our technical support team, who will take over the matter and engage directly with the network provider to get this resolved. You’ll receive feedback as soon as we have an update from them on the next steps. Kind regards,
The Mweb Team
The Mweb Team
FG
Frans G's updateReviewer Update
30 Apr 2026, 07:41Another day has gone by. No feedback no Internet. Pathetic service.
FG
Frans G's update30 Apr 2026, 07:41
Reviewer Update
Another day has gone by. No feedback no Internet. Pathetic service.
Mweb's replyOfficial
30 Apr 2026, 09:05Hi Frans,
We fully understand how disappointing it is to still be without internet and feedback, and we acknowledge the impact this has had on you.
Please be assured that your matter remains actively escalated, and our Technical Support Team will be in contact to provide further assistance and guidance soon while they continue engaging with the network provider to move this forward.
Kind regards,
Mweb Team
We fully understand how disappointing it is to still be without internet and feedback, and we acknowledge the impact this has had on you.
Please be assured that your matter remains actively escalated, and our Technical Support Team will be in contact to provide further assistance and guidance soon while they continue engaging with the network provider to move this forward.
Kind regards,
Mweb Team
Mweb's reply30 Apr 2026, 09:05
Official
Hi Frans,
We fully understand how disappointing it is to still be without internet and feedback, and we acknowledge the impact this has had on you.
Please be assured that your matter remains actively escalated, and our Technical Support Team will be in contact to provide further assistance and guidance soon while they continue engaging with the network provider to move this forward.
Kind regards,
Mweb Team
We fully understand how disappointing it is to still be without internet and feedback, and we acknowledge the impact this has had on you.
Please be assured that your matter remains actively escalated, and our Technical Support Team will be in contact to provide further assistance and guidance soon while they continue engaging with the network provider to move this forward.
Kind regards,
Mweb Team
Mweb's replyOfficial
05 May 2026, 09:33Hi FransWe hear your frustration, especially after being without internet, receiving limited feedback, and then still being billed for a full month. That combination understandably feels unacceptable when you’re trying to get a clear resolution. To clarify what is happening right now: Your fault has been logged under *** with our tech support team, and it has been escalated to our Frogfoot partners, who are responsible for investigating and resolving the line-level issue. At this stage, the service recovery is dependent on their technical fix, but we remain actively engaged and monitoring progress. We completely get why you feel the way you do, given the lack of feedback and the frustration of paying for a service you haven’t been able to use. That said, we’re not brushing this off. Your case is actively tracked, and we will continue pushing our partners for resolution while keeping you updated via SMS directly.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Mweb's reply05 May 2026, 09:33
Official
Hi FransWe hear your frustration, especially after being without internet, receiving limited feedback, and then still being billed for a full month. That combination understandably feels unacceptable when you’re trying to get a clear resolution. To clarify what is happening right now: Your fault has been logged under *** with our tech support team, and it has been escalated to our Frogfoot partners, who are responsible for investigating and resolving the line-level issue. At this stage, the service recovery is dependent on their technical fix, but we remain actively engaged and monitoring progress. We completely get why you feel the way you do, given the lack of feedback and the frustration of paying for a service you haven’t been able to use. That said, we’re not brushing this off. Your case is actively tracked, and we will continue pushing our partners for resolution while keeping you updated via SMS directly.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
FG
Frans G's updateReviewer Update
12 May 2026, 09:037 Days Later.....Still Nothing. Am I going to get a credit for 5 weeks without internet ? And I am not even getting the updates via sms as stated. All I get is the the case is closed ? How ? Must I contact frogfoot directly ?
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Frans G's update12 May 2026, 09:03
Reviewer Update
7 Days Later.....Still Nothing. Am I going to get a credit for 5 weeks without internet ? And I am not even getting the updates via sms as stated. All I get is the the case is closed ? How ? Must I contact frogfoot directly ?
Mweb's replyOfficial
12 May 2026, 09:25Hi Fans, we understand your frustration with the extended downtime, lack of SMS updates, and the confusion around the case being marked as closed while you’re still without service. That is not the experience we expect for you. We can confirm the technical team has scheduled a callback for 10:00 to provide you with a full update on the fault and next steps. Your concerns regarding the 5-week outage and possible billing credit have been noted and will be included in the review once the technical feedback has been completed. You do not need to contact Frogfoot directly, as we are engaging with the network provider on your behalf and managing the escalation through the correct channels. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply12 May 2026, 09:25
Official
Hi Fans, we understand your frustration with the extended downtime, lack of SMS updates, and the confusion around the case being marked as closed while you’re still without service. That is not the experience we expect for you. We can confirm the technical team has scheduled a callback for 10:00 to provide you with a full update on the fault and next steps. Your concerns regarding the 5-week outage and possible billing credit have been noted and will be included in the review once the technical feedback has been completed. You do not need to contact Frogfoot directly, as we are engaging with the network provider on your behalf and managing the escalation through the correct channels. Kind regards,
The Mweb Team
The Mweb Team
FG
Frans G's updateReviewer Update
19 May 2026, 10:59OK I am officially done. Your technicians promised me a onsite technician. Its now been another week gone by. I want to Cancel my account with immediate effect and the Debitorder cancelled and my 6 weeks without internet refunded back to me. No more excuses no more BS.
FG
Frans G's update19 May 2026, 10:59
Reviewer Update
OK I am officially done. Your technicians promised me a onsite technician. Its now been another week gone by. I want to Cancel my account with immediate effect and the Debitorder cancelled and my 6 weeks without internet refunded back to me. No more excuses no more BS.
Mweb's replyOfficial
20 May 2026, 09:22Hi Frans,
After being without service for such an extended period and repeatedly expecting an onsite technician visit that never materialised, we completely understand why you’ve reached this point. Six weeks without reliable connectivity, combined with ongoing delays and unmet commitments, would be incredibly frustrating. We can confirm that we see you have since spoken with our Retentions Team, who assisted you with the cancellation process. The relevant requests have been attended to from their side, including assistance regarding your account closure. We understand the impact this experience has had and appreciate you taking the time to raise your concerns. Kind regards,
The Mweb Team
After being without service for such an extended period and repeatedly expecting an onsite technician visit that never materialised, we completely understand why you’ve reached this point. Six weeks without reliable connectivity, combined with ongoing delays and unmet commitments, would be incredibly frustrating. We can confirm that we see you have since spoken with our Retentions Team, who assisted you with the cancellation process. The relevant requests have been attended to from their side, including assistance regarding your account closure. We understand the impact this experience has had and appreciate you taking the time to raise your concerns. Kind regards,
The Mweb Team
Mweb's reply20 May 2026, 09:22
Official
Hi Frans,
After being without service for such an extended period and repeatedly expecting an onsite technician visit that never materialised, we completely understand why you’ve reached this point. Six weeks without reliable connectivity, combined with ongoing delays and unmet commitments, would be incredibly frustrating. We can confirm that we see you have since spoken with our Retentions Team, who assisted you with the cancellation process. The relevant requests have been attended to from their side, including assistance regarding your account closure. We understand the impact this experience has had and appreciate you taking the time to raise your concerns. Kind regards,
The Mweb Team
After being without service for such an extended period and repeatedly expecting an onsite technician visit that never materialised, we completely understand why you’ve reached this point. Six weeks without reliable connectivity, combined with ongoing delays and unmet commitments, would be incredibly frustrating. We can confirm that we see you have since spoken with our Retentions Team, who assisted you with the cancellation process. The relevant requests have been attended to from their side, including assistance regarding your account closure. We understand the impact this experience has had and appreciate you taking the time to raise your concerns. Kind regards,
The Mweb Team