FAO - Mweb Operations - ADSL line speed sync with uncapped account.

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fismail

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Hi there.

I purchased an account for uncapped ADSL 512k on Friday 9th July 2010.
Since you charge different prices for different ADSL line speeds my question is the following ....

I ordered 512k ADSL from Telkom but my line some reason syncs at 384k to the D-Slam (Tiervlei2)
Why does your system not pickup that my line speed has dropped after I have done the ADSL verification and why do I have to call you to inform you of this?

The reason for this is that Cybersmart (Laurie) has a system and I'm not sure if it is proprietary or available to other ISP's where if you sync higher or lower then your access account is upgraded or degraded automatically.

Patiently awaiting your answer.

Also in my case the difference between 384 and 512 is not that much but obviously the Telkom ADSL circuit rental is R152 for 384k or R326 for 512k which is a significant cost savings.

I would also suggest that you rather charge one price irrespective of ADSL circuit speed for your capped and uncapped offering instead of making it more expensive based on the circuit speed.

From Cybersmart's ADSL T&C's that Mweb can use as a point of reference.

2.17. For purposes of billing you will be billed according to the circuit speed that you are using not the circuit speed you subscribed to in the signup process.

2.17.1. As an example, if you have signed up for a 192Kb circuit but the exchange reports to us that you are using a 512Kb circuit; we will advise you of such and then adjust your subscription accordingly.

2.17.2. If you can produce a Telkom account that is not more than one month old showing that the exchange is indeed reporting the wrong speed, we will give you six months grace before we check again, if at such a time your line speed is still incorrect, the above procedure will unfortunately have to be repeated.
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It's because smaller ISPs have to try harder when Big ISPs dont.
 
fismail said:
Hi there.

I purchased an account for uncapped ADSL 512k on Friday 9th July 2010.
Since you charge different prices for different ADSL line speeds my question is the following ....

I ordered 512k ADSL from Telkom but my line some reason syncs at 384k to the D-Slam (Tiervlei2)
Why does your system not pickup that my line speed has dropped after I have done the ADSL verification and why do I have to call you to inform you of this?

The reason for this is that Cybersmart (Laurie) has a system and I'm not sure if it is proprietary or available to other ISP's where if you sync higher or lower then your access account is upgraded or degraded automatically.

Patiently awaiting your answer.
Click to expand...

Did you get your line through MWEB?

If you did, don't believe them when they say your line has been upgraded. I upgraded to a 4mg line and I am still getting the 384kbps line after 3 different people confirmed with me that my line is now a 4mg. I then phoned the technical department and they confirmed that the line is still at 384kbps?!

I have been waiting almost 2 weeks for them to sort out . . .
 
No.
I took over a new residence and did a transfer of the voice circuit to my name.
I then went to a Telkom shop and put in the ADSL order.
Since I know the people behind the processes at Telkom I had the order hurried up to be provisioned on my side and port creation on the DSLAM @ Tiervlei2 , got done in 3 business days.
Problem is purely the line sync erratic issues and then paying Mweb their R299 for the 512k uncapped or the R219 for the 384k uncapped without me having to phone them and tell them what speed the line has synced at.
Technology does exist , do they use it or does it not meet their requirements is my question.

Gibbles3000 said:
Did you get your line through MWEB?

If you did, don't believe them when they say your line has been upgraded. I upgraded to a 4mg line and I am still getting the 384kbps line after 3 different people confirmed with me that my line is now a 4mg. I then phoned the technical department and they confirmed that the line is still at 384kbps?!

I have been waiting almost 2 weeks for them to sort out . . .
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fismail said:
Hi there.

I purchased an account for uncapped ADSL 512k on Friday 9th July 2010.
Since you charge different prices for different ADSL line speeds my question is the following ....

I ordered 512k ADSL from Telkom but my line some reason syncs at 384k to the D-Slam (Tiervlei2)
Why does your system not pickup that my line speed has dropped after I have done the ADSL verification and why do I have to call you to inform you of this?

The reason for this is that Cybersmart (Laurie) has a system and I'm not sure if it is proprietary or available to other ISP's where if you sync higher or lower then your access account is upgraded or degraded automatically.

Patiently awaiting your answer.

Also in my case the difference between 384 and 512 is not that much but obviously the Telkom ADSL circuit rental is R152 for 384k or R326 for 512k which is a significant cost savings.

I would also suggest that you rather charge one price irrespective of ADSL circuit speed for your capped and uncapped offering instead of making it more expensive based on the circuit speed.

From Cybersmart's ADSL T&C's that Mweb can use as a point of reference.
Click to expand...

It’s very kind of Cybersmart to keep tabs on your line speed and adjust your package accordingly but with MWEB, if I have a 384kb line and I order a 4mb from them, then I will pay for the 4mb line, regardless of my actual line speed.
 
one problem I can see with this
First off MWEB limits you account on their side
So if you line syncs at 4096 and you have 384K account you will only get 384K
reverse is also true of course if you line syncs at 384K and you have 4096K account you will only get the 384K
But MWEB has made allowance for you to have 4096K line bandwidth
So you pay for the package you have been allocated and that is the speed to assign you

and as for the auto adjust thing
Sound to me like they don’t want to configure their network to limit you to prescribed bandwidth so they force you to use line speed as reference
and there may well be people who does not want to pay for 4MB account because they don’t always need the speed but they could have a small capped account in reserve incase they need something fast

And what happens if as you say your line is unstable
One day it's 4096 next day it is 384 and then 512
What would you want to pay the 4096K package because you occasionally get 4096K sync?
Would you like to be forced onto 4096K account?
Because they can’t exactly be asked to do an day to day billing run.
The way it is people isn’t going to complain about getting a higher bill at end of the month and MWEB does not have to employ a couple of hundred people to handle the logistical implications of changing the clients accounts regularly (which we the client would have to pay for)
it is easier when you have small client base to handle each subscriber
and the extra money they get from those few accounts they upgraded helps allot



As for people with lines from MWEB PM mweb operations and let them sort it out
 
It's not up to Mweb to police the speed that your adsl circuit syncs at and to make sure you buy the correct product for your line speed. They have no control over your ADSL circuit, only Telkom does. If you're silly enough to buy a 4Mbps data product to use on a 384kbps line then that is your problem, not your ISP's problem.
 
fismail said:
I would also suggest that you rather charge one price irrespective of ADSL circuit speed for your capped and uncapped offering instead of making it more expensive based on the circuit speed.
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that's obviously not realistic, especially for uncapped.
 
racer said:
that's obviously not realistic, especially for uncapped.
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Ye, I'm not sure why the OP thinks they could do this. :?

In the end this really just isn't a big deal. Most people don't need to have the ISP adjust their account for their line speed as you generally know your line speed or you could be having temporary syncing problems in which case you don't actually want your account changed. It's probably just not worth it to implement something like Cybersmart did for all of MWeb's customers and face potential problems because of it. Cybersmart used to be very reliant on the speed of the line you used and had to charge accordingly. No other ISP does this as far as I know. If I were an ISP I wouldn't bother either.
 
My "issue" is if Cybersmart and I don't have loyalty to any service provider currently but if Cybersmart who is a relatively old but small player compared to Mweb can inform and recommend what to do if the adsl sync and account detail don't match up can perform such a nice service then what is stopping Mweb from the same courtesy?

Mweb being as big as they are can automate this process and send out a reminder to said client that the speed of the line and speed of the package differ and for optimum operations it should match resulting in a change that may increase or decrease the subscribers ISP cost portion.

deweyzeph said:
It's not up to Mweb to police the speed that your adsl circuit syncs at and to make sure you buy the correct product for your line speed. They have no control over your ADSL circuit, only Telkom does. If you're silly enough to buy a 4Mbps data product to use on a 384kbps line then that is your problem, not your ISP's problem.
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You right. Its not a big deal but its nice to have some courtesy in this scenario.

Alestorm said:
Ye, I'm not sure why the OP thinks they could do this. :?

In the end this really just isn't a big deal. Most people don't need to have the ISP adjust their account for their line speed as you generally know your line speed or you could be having temporary syncing problems in which case you don't actually want your account changed. It's probably just not worth it to implement something like Cybersmart did for all of MWeb's customers and face potential problems because of it. Cybersmart used to be very reliant on the speed of the line you used and had to charge accordingly. No other ISP does this as far as I know. If I were an ISP I wouldn't bother either.
Click to expand...
 
Same happened to me when I initially got ADSL back in 2006.

Telkom, at the time, said that I will be able to get 512, even after testing. The line was put in, running at a full 384! I was billed for 512 for two months in a row, before they corrected it. Then quite a while later they upgraded me to 512 without asking... And then started billing me for it...
 
I am not going to haggle about price ie a lousy R80 considering data-only 512k uncapped is R299 and data-only 384k uncapped is R219
Have emailed Telkom to delete and re-create the profile and then I will do a verify.
Once done , whatever speed it syncs at I will be happy with as it should not be less than 384k as seen from last nights tests.
If it is lower then I will notify Mweb to amend my product purchased , if the line runs at 512k then nothing changes.
Easy peasy no hassle problem solved.
A 4mb would be nice though but at a cheaper rate , R400 for the 4096k uncapped account would not be a bad price.
Mweb just called me now asking for an update on this issue , nice one.
Now to get notice from Telkom again on the verification.

wirat said:
Same happened to me when I initially got ADSL back in 2006.

Telkom, at the time, said that I will be able to get 512, even after testing. The line was put in, running at a full 384! I was billed for 512 for two months in a row, before they corrected it. Then quite a while later they upgraded me to 512 without asking... And then started billing me for it...
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All fixed.
Line running @ 512k on D-Slam.
Mweb called again to confirm line speed in order to amend account which now remains the same.
Good service so far with regards to follow-ups , impressive (",)
Accounts also followed up also called to verify banking details as per the online form.
 
fismail said:
Hi there.

I purchased an account for uncapped ADSL 512k on Friday 9th July 2010.
Since you charge different prices for different ADSL line speeds my question is the following ....

I ordered 512k ADSL from Telkom but my line some reason syncs at 384k to the D-Slam (Tiervlei2)
Why does your system not pickup that my line speed has dropped after I have done the ADSL verification and why do I have to call you to inform you of this?

The reason for this is that Cybersmart (Laurie) has a system and I'm not sure if it is proprietary or available to other ISP's where if you sync higher or lower then your access account is upgraded or degraded automatically.

Patiently awaiting your answer.

Also in my case the difference between 384 and 512 is not that much but obviously the Telkom ADSL circuit rental is R152 for 384k or R326 for 512k which is a significant cost savings.

I would also suggest that you rather charge one price irrespective of ADSL circuit speed for your capped and uncapped offering instead of making it more expensive based on the circuit speed.

From Cybersmart's ADSL T&C's that Mweb can use as a point of reference.
Click to expand...


Hi fismail,

Thank you for your feedback and suggestion, we have passed this on to the relevant parties for consideration. From a customer point of view, we are always hesitant to make product decisions on behalf of our customers, we prefer if customers request a product change as opposed to us making a product choice for the customer.

Regards
Mweb Ops
 
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