webafrica: really slow internationally

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jct

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not sure what's going on but webafrica has been incredibly slow internationally. http takes much longer than it did with previous isp, though acceptable i guess. international ftp, however, times out all the time - and sometimes can't even connect.

anyone else had this?
 
i need to get a lot of work done this weekend via ftp. are there any non-saix adsl isps you'd recommend? would going (back) to axxess help?
 
They are all resellers of white label SAIX accounts so there will be no difference unfortunately..
 
thanks ... and damn :(

even the forums.webafrica.co.za page wasn't found the first time, had to refresh to reach it the 2nd time.

this is crazy. htf is anyone meant to do anything with this level of connectivity?
 
should've known! wish i could find a solid, reliable, stable, do-what-they-promise isp that delivered a service in line with what i've paid for. woops, i'm not in new york anymore.
 
this

is

so

so

so

SO

flipping frustrating.

'Command Aborted. Timeout (20s)' everywhere in my FTP client.

how do i work with this?

I'd pay R500 for a 5 gig account right now that did what it said on the box.
 
Unfortunately there is nothing that we at Web Africa can do about the service levels of these ADSL accounts. As has been stated numerous times in the past (and stated at least once in this thread), we are merely reselling the service that SAIX provides - therefore all we can "guarantee" is the same service levels as a Telkom account, which Telkom states is a "no guarantee" service.

However, as per the SAIX notice board, it appears there is a possible cable break internationally, which is resulting in intermittent international connectivity and performance. This will have an effect on anyone on the SAIX network.
 
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Lovely response. If my call had been answered on your side, it would've helped.
 
Interesting Richard that on your own forums at WebAfrica you gave a SECOND reason for the slow speed, which you omitted from your response above. A few of us have suspected that the R199 offer would flood WA with perpetual downloads - and clearly this is part of the problem, and worth us going elsewhere.

Still no response from you on why the call centre just rang and rang and rang this morning. Oh well, Good luck!

http://forums.webafrica.co.za/saix_cap_331.html
Posted: Today, 12:54 PM #3

Telkom has been performing maintenance on their routers, and will continue to do so tomorrow morning after midnight. This has resulted in disconnections and poor international traffic for ADSL users.

However, one can also attribute the slower speed to the increased uptake of ADSL users. I can say that a fair deal of our ADSL users are individuals who have just gotten their ADSL installed, there is definite growth, and as users increase, so too does usage and so too do contention ratios begin to play a role.

We unfortunately have to wait and see what SAIX will do to improve the performance. Unfortunately they provide no bandwidth guarantees and we have to do the same.
 
That post was posted prior to me obtaining the information on the possible cable break. If you proceed to look lower in that post we do indicate as such.

Also you appear to still lack understanding on how this reselling on SAIX's service works. Web Africa is not "flooded" by downloads as this is not a network we maintain. This is all Telkom's/SAIX's network, therefore whether you are with us, Axxess, All You Can Eat, Imaginet, etc. the service itself remains identical.
 
Still no response from you on why the call centre just rang and rang and rang this morning. Oh well, Good luck!
Click to expand...
There was a slight gap in the shifts as I arrived late this afternoon (due to a mixup in times) and our other employee also covering was sick today - my sincere apologies jct, we do offer 'emergency support' numbers for this exact reason however (you can find these under the support page in the client service area).

Feel free to get in touch with us at the call center number below, should you still have any queries.
 
jct, the R199 offers are not 'flooding Web Africa with perpetual downloads'. As has been said, they are reselling an SAIX service. Whether you use a Web Africa or an Axxess or an Imaginet account will make no difference.

It is up to Telkom (SAIX) to upgrade their lines in response to ADSL uptake, not Web Africa (or any other ISP for that matter).
 
warichard said:
Also you appear to still lack understanding
Click to expand...

Oh what a marvelous way to approach your customers. Super, thanks for that.
 
Rupert, thanks for the helpful and professional response. That's all that's ever required.
 
My apologies for the "harshness" of that reply, however the nature of the SAIX resellers has been discussed many, MANY times on this forum, and yet there still appears to be this misinformation being perpetuated that the resellers somehow have control over the network itself or that they handle the bandwidth. This is not so, as far as a reseller is concerned, the responsibility that they have is to authenticate users (ie. check usernames and passwords), and maintain accounting records (usage records) for their ADSL users and cap appropriately.

I am sure you can understand how frustrating it is to have users claiming that somehow you are at fault for the way the network is running when you have absolutely no control/input when it comes to the way the network runs. If we were providing our own network and our own bandwidth, sure, however, as a reseller we are not.
 
Thanks for your reply Richard - I'm sure it must be as frustrating for you guys to have to deal with Telkom's issues as it is for us.

I do think though that everyone's frustration levels would be decreased by keeping us informed i.e. the minute you guys know about a SAIX problem, just pop your users a 1 line mail to let us know. Then, we all shrug our shoulders and go 'oh well, Telkom strikes again!' .. instead of going, 'damn this is slow ... ftp is timing out ... I've only been with Web Africa for a short time, it must be them?'

If we know what you know when you know it (before we get frustrated) then we can rule out any possibility of it being a Web Africa issue right from the start. And even if, for any reason, something does go wrong on your side ... a 1 line mail again puts us in the picture, where we understand the problem and can work around it, together.

Think this would be possible for you guys to look at?
 
It's a good idea and it's something we will look into, we understand that the reporting of issues on SAIX's network (and the reporting of any future work) is at the moment not optimal, and hope to improve this in the future.
 
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