CK
Charlene K
1 reviews | Active since Dec 2012
07 Apr 2026, 14:45
Upgrade Failure and No Customer Support
I requested that my line be upgraded to 100Mbps, and I received confirmation from Mweb that the order had been completed. However, I am still only receiving speeds consistent with my previous 30Mbps package. After speaking with a technician, I was informed that the issue is due to the Zoom Fibre line not being opened to support the 100Mbps service. The matter escalated, and I was advised that it would be resolved within 48 hours. Unfortunately, this has still not been addressed. i have spent over 600ran airtime yoday alone trying to contact Mweb. I hold for hours and when i di get through the agent cuts me off or transfers me around the country side. The live chat does not work, the OTP does not come through to my cell. There is no response from any of the online platforms. was very happy to charge me in full for the service that they cannot deliver
Helpful (0)
Replies (4)0
Replies (4)CK
Charlene K's updateReviewer Update
07 Apr 2026, 15:16Please explain to me how they doing this with none of my details.
CK
Charlene K's update07 Apr 2026, 15:16
Reviewer Update
Please explain to me how they doing this with none of my details.
Mweb's replyOfficial
07 Apr 2026, 15:18 Hi Charlene. We understand how frustrating this is, especially after receiving confirmation of your upgrade while still experiencing 30Mbps speeds and struggling to reach support. This is not the seamless experience you should expect. We’ve reached out to the team that manages all Zoom service changes and updates to review your fibre line speed profile allocation. They will assess the status with the FNO and advise on the next steps as soon as possible to ensure your line is correctly provisioned for 100Mbps. Your case is being actively followed up on to ensure progress without further delays. You’re also welcome to send us a private message if you’d like additional support while this is being resolved.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,
Mweb's reply07 Apr 2026, 15:18
Official
Hi Charlene. We understand how frustrating this is, especially after receiving confirmation of your upgrade while still experiencing 30Mbps speeds and struggling to reach support. This is not the seamless experience you should expect. We’ve reached out to the team that manages all Zoom service changes and updates to review your fibre line speed profile allocation. They will assess the status with the FNO and advise on the next steps as soon as possible to ensure your line is correctly provisioned for 100Mbps. Your case is being actively followed up on to ensure progress without further delays. You’re also welcome to send us a private message if you’d like additional support while this is being resolved.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,
CK
Charlene K's updateReviewer Update
07 Apr 2026, 15:31What a BS generic response. My case is being followed up when you have jack**** details of mine. AND SONT respond with this generic response because i am using all this communication for my case with the Ombudsman
CK
Charlene K's update07 Apr 2026, 15:31
Reviewer Update
What a BS generic response. My case is being followed up when you have jack**** details of mine. AND SONT respond with this generic response because i am using all this communication for my case with the Ombudsman
Mweb's replyOfficial
07 Apr 2026, 15:32 Hi Charlene. We understand how frustrating this is, especially after receiving confirmation of your upgrade while still experiencing 30Mbps speeds and struggling to reach support. This is not the seamless experience you should expect. We’ve reached out to the team that manages all Zoom service changes and updates to review your fibre line speed profile allocation. They will assess the status with the FNO and advise on the next steps as soon as possible to ensure your line is correctly provisioned for 100Mbps. Your case is being actively followed up on to ensure progress without further delays. You’re also welcome to send us a private message if you’d like additional support while this is being resolved.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,
Mweb's reply07 Apr 2026, 15:32
Official
Hi Charlene. We understand how frustrating this is, especially after receiving confirmation of your upgrade while still experiencing 30Mbps speeds and struggling to reach support. This is not the seamless experience you should expect. We’ve reached out to the team that manages all Zoom service changes and updates to review your fibre line speed profile allocation. They will assess the status with the FNO and advise on the next steps as soon as possible to ensure your line is correctly provisioned for 100Mbps. Your case is being actively followed up on to ensure progress without further delays. You’re also welcome to send us a private message if you’d like additional support while this is being resolved.
Kind regards,
The Mweb Team
Kind regards,
The Mweb Team
Best regards,