KW
Kelvin W
1 reviews | Active since Jun 2010
10 Jun 2026, 12:45
Urgent: Ongoing Internet Outage
Dear Mweb, I am writing to express my frustration regarding my internet service, which is still not up and running. This has now been ongoing for seven days, and I have had no meaningful feedback or resolution from your team. With the opening match taking place tomorrow night, this situation is extremely unacceptable. I have spent a significant amount of money on mobile data during this period just to stay connected, and it has become completely unreasonable. It is also very disappointing that no one has gotten back to me yet. While responses may appear automated or prompt, the actual service delivery is clearly not matching expectations. Please treat this matter as urgent and resolve it as soon as possible. I have reached my limit with this situation.
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Replies (3)
Mweb's replyOfficial
10 Jun 2026, 12:57Hi Kelvin,
We hear your frustration, especially with the service still not being active after seven days and the impact this has had on your connectivity costs and plans. We understand how important it is to have your service up and running, particularly with time-sensitive events, and we recognise how disappointing the lack of resolution has been.We can confirm that an escalation has been submitted to our activations team to urgently assist with getting your service activated as quickly as possible. This has been marked as a priority due to the ongoing delay and the impact it is having on you.The team will investigate what is causing the delay and work towards getting your service live without further unnecessary hold-ups. We will continue to follow up on this escalation until there is clear progress.Kind regards,
The Mweb Team
We hear your frustration, especially with the service still not being active after seven days and the impact this has had on your connectivity costs and plans. We understand how important it is to have your service up and running, particularly with time-sensitive events, and we recognise how disappointing the lack of resolution has been.We can confirm that an escalation has been submitted to our activations team to urgently assist with getting your service activated as quickly as possible. This has been marked as a priority due to the ongoing delay and the impact it is having on you.The team will investigate what is causing the delay and work towards getting your service live without further unnecessary hold-ups. We will continue to follow up on this escalation until there is clear progress.Kind regards,
The Mweb Team
Best regards,
Mweb's reply10 Jun 2026, 12:57
Official
Hi Kelvin,
We hear your frustration, especially with the service still not being active after seven days and the impact this has had on your connectivity costs and plans. We understand how important it is to have your service up and running, particularly with time-sensitive events, and we recognise how disappointing the lack of resolution has been.We can confirm that an escalation has been submitted to our activations team to urgently assist with getting your service activated as quickly as possible. This has been marked as a priority due to the ongoing delay and the impact it is having on you.The team will investigate what is causing the delay and work towards getting your service live without further unnecessary hold-ups. We will continue to follow up on this escalation until there is clear progress.Kind regards,
The Mweb Team
We hear your frustration, especially with the service still not being active after seven days and the impact this has had on your connectivity costs and plans. We understand how important it is to have your service up and running, particularly with time-sensitive events, and we recognise how disappointing the lack of resolution has been.We can confirm that an escalation has been submitted to our activations team to urgently assist with getting your service activated as quickly as possible. This has been marked as a priority due to the ongoing delay and the impact it is having on you.The team will investigate what is causing the delay and work towards getting your service live without further unnecessary hold-ups. We will continue to follow up on this escalation until there is clear progress.Kind regards,
The Mweb Team
Best regards,
KW
Kelvin W's updateReviewer Update
10 Jun 2026, 13:00Hi Mweb Team,This response is simply not good enough.You are in clear violation of your own service level commitments. It has now been seven days without service, and despite multiple follow-ups, there has been no resolution—only repeated assurances and escalations with no outcome.Acknowledging my frustration does not resolve the issue. I am still without internet, I am still incurring additional costs on mobile data, and I am still being left without any clear timeline or accountability.Marking this as a “priority” at this stage means very little when the service has already been delayed this long. I need a concrete resolution, not another escalation.Please provide a definitive update on when my service will be activated, and ensure this is resolved immediately. This level of service is unacceptable.Regards,
Kelvin Williams
Kelvin Williams
KW
Kelvin W's update10 Jun 2026, 13:00
Reviewer Update
Hi Mweb Team,This response is simply not good enough.You are in clear violation of your own service level commitments. It has now been seven days without service, and despite multiple follow-ups, there has been no resolution—only repeated assurances and escalations with no outcome.Acknowledging my frustration does not resolve the issue. I am still without internet, I am still incurring additional costs on mobile data, and I am still being left without any clear timeline or accountability.Marking this as a “priority” at this stage means very little when the service has already been delayed this long. I need a concrete resolution, not another escalation.Please provide a definitive update on when my service will be activated, and ensure this is resolved immediately. This level of service is unacceptable.Regards,
Kelvin Williams
Kelvin Williams
Mweb's replyOfficial
10 Jun 2026, 13:15Hi Kelvin,
We hear your frustration, especially given that you’ve now been without service for seven days and have had to rely on mobile data at additional cost, without any clear activation timeline. We also understand that repeated escalations without resolution or concrete dates are not helpful at this stage.We can confirm that our activations team is actively working on your case right now and has your service activation as a priority task. At this point, the team is engaging directly with the relevant network processes required to complete the activation, which is why a fixed time cannot be confirmed until those dependencies are cleared.What we can assure you is that this remains actively in progress with the correct team, and we are pushing for the earliest possible activation outcome. We will continue to follow this up until there is confirmed progress or completion.We do understand that this is not the immediate resolution you are looking for, and your feedback regarding delays and communication has been noted as part of the escalation.Kind regards,
The Mweb Team
We hear your frustration, especially given that you’ve now been without service for seven days and have had to rely on mobile data at additional cost, without any clear activation timeline. We also understand that repeated escalations without resolution or concrete dates are not helpful at this stage.We can confirm that our activations team is actively working on your case right now and has your service activation as a priority task. At this point, the team is engaging directly with the relevant network processes required to complete the activation, which is why a fixed time cannot be confirmed until those dependencies are cleared.What we can assure you is that this remains actively in progress with the correct team, and we are pushing for the earliest possible activation outcome. We will continue to follow this up until there is confirmed progress or completion.We do understand that this is not the immediate resolution you are looking for, and your feedback regarding delays and communication has been noted as part of the escalation.Kind regards,
The Mweb Team
Best regards,
Mweb's reply10 Jun 2026, 13:15
Official
Hi Kelvin,
We hear your frustration, especially given that you’ve now been without service for seven days and have had to rely on mobile data at additional cost, without any clear activation timeline. We also understand that repeated escalations without resolution or concrete dates are not helpful at this stage.We can confirm that our activations team is actively working on your case right now and has your service activation as a priority task. At this point, the team is engaging directly with the relevant network processes required to complete the activation, which is why a fixed time cannot be confirmed until those dependencies are cleared.What we can assure you is that this remains actively in progress with the correct team, and we are pushing for the earliest possible activation outcome. We will continue to follow this up until there is confirmed progress or completion.We do understand that this is not the immediate resolution you are looking for, and your feedback regarding delays and communication has been noted as part of the escalation.Kind regards,
The Mweb Team
We hear your frustration, especially given that you’ve now been without service for seven days and have had to rely on mobile data at additional cost, without any clear activation timeline. We also understand that repeated escalations without resolution or concrete dates are not helpful at this stage.We can confirm that our activations team is actively working on your case right now and has your service activation as a priority task. At this point, the team is engaging directly with the relevant network processes required to complete the activation, which is why a fixed time cannot be confirmed until those dependencies are cleared.What we can assure you is that this remains actively in progress with the correct team, and we are pushing for the earliest possible activation outcome. We will continue to follow this up until there is confirmed progress or completion.We do understand that this is not the immediate resolution you are looking for, and your feedback regarding delays and communication has been noted as part of the escalation.Kind regards,
The Mweb Team
Best regards,