DC
Dino C
1 reviews | Active since Oct 2011
26 May 2026, 09:56
Worst customer service experienced.
Maybe Sean Nourse needs to be fired for allowing MWEB to be one of the most useless customer service companies I have ever had to deal with. I receive an sms stating i must pay or return the router, which im currently using with them! Then when i try to resolve it with their pathetic chat service, I get rude responses and then cut off!! There isn't unfortunately a number lower than 1 to give MWEB. You should clear all the trash out, including you Sean Nourse, and start fresh
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Replies (3)0
Replies (3)
Mweb's replyOfficial
26 May 2026, 10:13Hi Dino,Thank you for sharing your concerns, and it’s clear how frustrating this situation has been, especially receiving conflicting messages about the router and then struggling to get proper assistance through the chat channel. That combination understandably adds to the frustration when all you’re trying to do is resolve the issue quickly and get clarity on your account.To address the router SMS specifically, these messages are typically triggered when a device is still marked as active on a terminated or migrated service, or when a return process hasn’t been updated correctly on the account. That’s something that needs to be checked against the service record so the system status matches what you currently have in use.On the chat experience, being cut off or receiving abrupt responses is not the standard expected for support interactions, especially when a customer is actively trying to resolve an account query. That experience doesn’t reflect the level of service intended for support channels, and it’s important that it’s reviewed alongside your case.To move this forward properly, the account needs to be checked in detail so the router status, service record, and SMS trigger can all be aligned correctly. Please share your account details so this can be investigated and corrected without further confusion.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply26 May 2026, 10:13
Official
Hi Dino,Thank you for sharing your concerns, and it’s clear how frustrating this situation has been, especially receiving conflicting messages about the router and then struggling to get proper assistance through the chat channel. That combination understandably adds to the frustration when all you’re trying to do is resolve the issue quickly and get clarity on your account.To address the router SMS specifically, these messages are typically triggered when a device is still marked as active on a terminated or migrated service, or when a return process hasn’t been updated correctly on the account. That’s something that needs to be checked against the service record so the system status matches what you currently have in use.On the chat experience, being cut off or receiving abrupt responses is not the standard expected for support interactions, especially when a customer is actively trying to resolve an account query. That experience doesn’t reflect the level of service intended for support channels, and it’s important that it’s reviewed alongside your case.To move this forward properly, the account needs to be checked in detail so the router status, service record, and SMS trigger can all be aligned correctly. Please share your account details so this can be investigated and corrected without further confusion.Kind regards,
The Mweb Team
The Mweb Team
Mweb's replyOfficial
26 May 2026, 13:22Hi Dino,Thank you for providing the additional context. The frustration around trying multiple times to submit a move request through the app, not receiving any feedback, and then struggling to reach support during the move is fully understood, especially while trying to coordinate connectivity during a relocation.At this stage, the service is still active and no cancellation has been actioned on the account. Based on the information provided, it appears the move process was never completed rather than the service being terminated.Before any further action is taken, please confirm whether you would still like to proceed with moving the service to the new premises, or if cancellation is now preferred instead. Once confirmed, the correct process can be actioned accordingly.Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply26 May 2026, 13:22
Official
Hi Dino,Thank you for providing the additional context. The frustration around trying multiple times to submit a move request through the app, not receiving any feedback, and then struggling to reach support during the move is fully understood, especially while trying to coordinate connectivity during a relocation.At this stage, the service is still active and no cancellation has been actioned on the account. Based on the information provided, it appears the move process was never completed rather than the service being terminated.Before any further action is taken, please confirm whether you would still like to proceed with moving the service to the new premises, or if cancellation is now preferred instead. Once confirmed, the correct process can be actioned accordingly.Kind regards,
The Mweb Team
The Mweb Team
Mweb's replyOfficial
26 May 2026, 14:14 Hi Dino, Thank you for the additional information. The confusion around the cancellation messages, billing amounts, and router SMSes is completely understood, especially while already having an active service running at your Glenoak Road address. Based on the account information currently available, there is only one active service linked to your profile. No second active fibre line is reflecting at this stage. A request has been submitted for the billing team to review the account history and reach out with clarification regarding the outstanding balance differences, cancellation-related SMSes, and the router notifications being received. It’s understandable how conflicting notifications across different systems would create uncer*****y, and the goal now is to ensure the account status, billing, and service records are properly aligned and clarified. Kind regards,
The Mweb Team
The Mweb Team
Mweb's reply26 May 2026, 14:14
Official
Hi Dino, Thank you for the additional information. The confusion around the cancellation messages, billing amounts, and router SMSes is completely understood, especially while already having an active service running at your Glenoak Road address. Based on the account information currently available, there is only one active service linked to your profile. No second active fibre line is reflecting at this stage. A request has been submitted for the billing team to review the account history and reach out with clarification regarding the outstanding balance differences, cancellation-related SMSes, and the router notifications being received. It’s understandable how conflicting notifications across different systems would create uncer*****y, and the goal now is to ensure the account status, billing, and service records are properly aligned and clarified. Kind regards,
The Mweb Team
The Mweb Team