How to Log a Query with the Mweb Mobile App

• Everyone needs a little help now and then, and it’s never far from your fingertips with the new Mweb Mobile App.

  Need to log a billing query, follow up on an open fibre fault, or send us a picture of what the dog did to the ONT?

  Find out how in the guide below:

• If you don’t already have the Mweb Mobile App download it from your favourite App Store and follow this guide to get started.

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  Step 1 of 5

  The Queries Screen

  • The Queries screen presents you with your Open queries at the top, if you have any, and the Log a Query Button
  • Your previously closed queries are in the scrollable list further down

  Closed Query Details

  • You can review the details of any previously closed query and even download attached files that were included in the query.

  Logging a New Query

  • When you select Log a Query the New query screen will prompt you for a category, sub-category a short message and other relevant details depending on the type of query
  • You can also attach files and even photos and short video clips from your phone

  Check on your Open Query

  • Once you have opened a query you will see it displayed in the Open Queries section
  • Selecting it will bring up the Query Detail Screen

  Follow-up, or send additional information

  • The detail screen will show you all of the messages between yourself and our support team so far
  • You can also view attachments, request an update and add an attachment to your update request, if needed