Boycott MWEB. Because they don't care if you leave...

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DaDon

Well-Known Member
Joined
Sep 3, 2009
Messages
297
ok ok, after reading the posts in this thread, i must call it "Abusers Anonymous"

And here is my first step:

AFTER receiving the infamous letter, I admit, I AM AN ABUSER from the time that email has been receipted in my inbox. I have left my downloads running 25/8 ( hint*hint*nudge*nudge ) and so far in about 4 days, i've d/led 40gigs, thats 10gb/day on my measely lil 1meg account.

wow, that now does feel good getting the first step out the way....... ;)

Second step:
wait for mweb to cut my account, or i will cancel

Cheers and good riddance mweb
 
M

MightyMuffinMan

Expert Member
Joined
Dec 31, 2008
Messages
2,211
MWEB Guy said:
Hi DJ

The statement that we don't care about losing our customers really couldn't be further from the truth.

We have made a promise to our customers to deliver a premium uncapped service which is superior in performance and hosted on a world class network.

That network is a valuable business asset and like any business we have the right to protect our assets and take steps to ensure that we can deliver on our promises to the vast majority of our paying customers.

If this means that we have to put rules and measures in place to curtail the actions of a very small portion of users who refuse to act in a reasonable fashion then this is what we will do, as much as it may sadden us to have to do so.

We understand that these steps will anger the portion of users who thrive on pushing the service to its tolerance limits and we also understand that many of the users we find on this particular forum fall into that category.

Believe me I fully anticipated that this news would not be well received by this community and I wish that I didn't have to be the one to share it, but I do firmly believe that what we have done will have a positive impact on the performance of MWEB's network, which is too everyone's benefit.

If the users directly affected by this change could bring themselves to see it through into next month and bring down their data usage a little bit to see what it takes to avoid the limits they might actually find that this is a better situation for everyone in the long run.

As to the point which has been made a few times now as to why the users in question did not receive warnings prior to this. it is quite simply because the previous discretionary method of manually issuing warnings and following them up with 2nd and 3rd warnings was inefficient and very time consuming.

This meant that it only allowed us to deal with a very small sampling of abusers at a time and we also did not like the poor customer experience it created of ultimately having to ask users who refused to comply to change products or terminate the service.

In the long run the simple and effect method of enforcing a temporary speed reduction on users who push the product beyond reasonable limits is actually a much better customer experience and we hope it will help us to keep more of these users on board once they begin to manage their own behavior.
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I think MWEB is missing the point: The product is marketed as uncapped yet when used it is suddenly deemed damaging to its business model. Than stop advertising the service as uncapped. Sell it as a capped product. Don't hide behind misleading information.

The moment those e-mails went out the product stopped being uncapped and became capped. ie a usage limit is imposed and if not adhered to will result of termination of the service.

ABUSE in the South African Telecoms market is not defined so please stop using that word. Full usage of the line is an adequate description.
 
Necuno

Necuno

Court Jester
Joined
Sep 27, 2005
Messages
58,567
Maveric12 said:
I got a letter....and i do 100gig ave a month
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Can't be true. It only happens if you download 24.7 :erm:

All of these must be from another dimension:

mikef said:
I also received a letter effectively stating that I am abusing certain defined parameters.

As a mweb subscriber since the introduction of their uncapped products (both the 4mb uncapped and currently the 1mb uncapped) I have never received any previous warning or abuse notification of which I am aware. My average usage per month is about 140GB. Calling Mweb support re above letter I was told that this mailer was sent to all uncapped subscribers exceeding 100GB usage per month and they do not know what the actual parameters applied will be. I am also trying to establish if the 1mb uncapped(premium) and 2mb uncapped products are now being treated the same.

Based on above quotes certain info seems contradictory with what I was told and I would be surprised if less than 3% of mweb's uncapped subscribers are using under 100GB per month - please clarify.
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wikk3d88

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Joined
Dec 18, 2009
Messages
3,156
No point cancelling. Despite having one of their reps confirm that my account would be cancelled after the notice period they neglected to inform Telkom (since I was foolish enough to let them manage my adsl line rental) which resulted in a 2 month delay in me getting a new adsl account from another ISP. After pointing this out to MWEBGuy do you think i got an apology? Nope
 
Zewp

Zewp

Banned
Joined
Sep 3, 2009
Messages
10,655
wikk3d88 said:
No point cancelling. Despite having one of their reps confirm that my account would be cancelled after the notice period they neglected to inform Telkom (since I was foolish enough to let them manage my adsl line rental) which resulted in a 2 month delay in me getting a new adsl account from another ISP. After pointing this out to MWEBGuy do you think i got an apology? Nope
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That's just how they roll. Mweb seems to hold their customers in contempt.
 
V

visrot

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Joined
May 4, 2013
Messages
3,683
DJ... said:
Refuse to use them as an ISP or provide them with any business related and/or consumer related industry services...
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Alternative? I've been wanting to move for ages and luckily I manage my own ADSL with Telkom so just have to cancel data with CobWeb
 
MagicDude4Eva

MagicDude4Eva

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Joined
Apr 2, 2008
Messages
6,479
wikk3d88 said:
No point cancelling. Despite having one of their reps confirm that my account would be cancelled after the notice period they neglected to inform Telkom (since I was foolish enough to let them manage my adsl line rental) which resulted in a 2 month delay in me getting a new adsl account from another ISP. After pointing this out to MWEBGuy do you think i got an apology? Nope
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Had the same issue when I took out a bundle. Although Mweb support said that they would take of the line migration and cancellation with Telkom, they didn't. Needless to say, when I realised that I was still being billed by Telkom, Mweb refused to help (as it was now all of a sudden my responsibility to cancel Telkom). Either way, Telkom was willing to help and refunded the debits as well.

People are leaving in troves at Mweb - just look at your cancellation reference number (its in the format CCYYMMDD####### where the ###### is a sequential number). In any case, I just phoned their technical department to get the line migrated back to Telkom and to adjust/pro-rate my Premium Uncapped bundle down to a regular Premium Uncapped (unbundled) - this will happen in the next 48 hours. Come 1st September I will switch to an Afrihost business uncapped account and the cost will be less than what I currently pay at Mweb.

I still maintain that Mweb misleads their customers by:
(1) Sending a "We may slow down your internet" email to users on the 8th August (before long weekend) and bullying any customer cancelling with the comment "You have to give 30 days notice, and this means end of September"
(2) Not disclosing the actual thresholds (which is irrational, especially on an Uncapped account)
(3) Still advertising misleading advertorials (your product is not uncapped if you start capping usage)
(4) Not disclosing how service will change from 1st September
(5) Changing the terms of service by assuming that a change to the AUP and an email notice over a long weekend are sufficient

As such I suggest you cancel service, move your bundled line back to Telkom immediately and refuse to pay for the month of September (put a stop on any debits from Mweb).
 
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Lydon

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Apr 21, 2007
Messages
2,096
MWEB Guy said:
If the users directly affected by this change could bring themselves to see it through into next month and bring down their data usage a little bit to see what it takes to avoid the limits they might actually find that this is a better situation for everyone in the long run.
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Unfortunately, due to MWeb mass mailing this information to us shortly after the start of the month instead of near the end of last month, many of us are stuck with MWeb until the end of September whether we like it or not. MWeb could have at least had the decency to say that the calendar month's notice won't apply in this one instance as a minor curtesy to the customers you're publicly calling "abusers." It absolutely baffles me that MWeb thinks that this is a intelligent manner of dealing with these 3% of customers. You're essentially ensuring that these 3% of people will never touch your company again. I certainly won't.
 
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