1 reviews | Active since Jun 2022
Wouldn't wish Mweb on my worst enemy...
Absolutely terrible experience with MWeb.
I signed up on 7 May after moving into a new house that already had an existing Octotel fibre installation. The sales agent assured me activation would take “a day or two” because the infrastructure was already in place, and specifically told me it would not take the standard 7-day timeframe if I paid immediately — which I did.
Today is 18 May and I still have no internet connection.
I work remotely and made it very clear during the sales process that connectivity was critical. Despite this, I have had to spend hours chasing updates myself, sitting on hold for 20–30 minutes at a time, while the “live chat” support is practically unusable.
What makes the experience even worse is the complete lack of communication. Every time I followed up, I was told about yet another requirement that had never previously been communicated:
- First, photos of the existing installation - Then, days later, a copy of my lease agreement
Had I not continuously followed up myself, nothing would have happened.
No proactive updates. No urgency. No accountability.
The sales process was smooth right up until payment was taken — after that, the service completely collapsed.
I genuinely would not recommend MWeb to anyone looking for reliable service or customer support.
We fully understand how disruptive this delay has been, especially given that you work remotely and were guided to expect a much quicker activation timeline. The lack of proactive communication and the need for repeated follow-ups are not the experiences we aim to deliver.
Your feedback has been taken seriously, and we have already reached out to the teams that manage Octotel activations to prioritise your order. They are engaging directly with our Octotel partners to clarify the outstanding requirements and progress the activation without further unnecessary delays.
You can expect an email update with clear next steps and a more accurate timeline, so you are not left having to chase for information again.
We appreciate the detailed feedback you have shared. It highlights exactly where we need to improve, and we are committed to restoring your confidence in the service experience.
Kind regards,
The Mweb Team
We fully understand how disruptive this delay has been, especially given that you work remotely and were guided to expect a much quicker activation timeline. The lack of proactive communication and the need for repeated follow-ups are not the experiences we aim to deliver.
Your feedback has been taken seriously, and we have already reached out to the teams that manage Octotel activations to prioritise your order. They are engaging directly with our Octotel partners to clarify the outstanding requirements and progress the activation without further unnecessary delays.
You can expect an email update with clear next steps and a more accurate timeline, so you are not left having to chase for information again.
We appreciate the detailed feedback you have shared. It highlights exactly where we need to improve, and we are committed to restoring your confidence in the service experience.
Kind regards,
The Mweb Team