Mind The Speed Support

All good on my side , I mostly only watch YouTube and working well. Presume your issue is FNO or Wi-Fi related .
 
irBosOtter said:
I signed up at the beginning of October. Got my bill end October and paid. End November I see I suddenly owe R1000 extra. I ask about it and was told there is an activation fee of R1000. Not once was I told about any R1000 fee. I have sent all my mails to your support department, showing nowhere was I ever informend about any R1000 activation fee, ever. You just sent me your montly fees and told me to choose a package. If I was told there would be an activation fee I would have told you to F - off and I would not have sighend up . I'm sure the reason you sneak it in month two is then some people end up paying it. Well, I'm not paying that crap (altough you somehow took it out of my bank accout without me adding my card in the portal, would love to know how that worked), and you will pay it back, will take a while (laywer is on it already, but as you probably aware these things take time) Also asked that you cancel ASAP, so hopefuly that cancelation goes through end of this month as I sure as fark do not want to pay you okes another cent

Anyway, be aware of these okes.
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Dear irBosOtter,

Thank you for reaching out and sharing your concerns with us. We sincerely apologise for any confusion and inconvenience you have experienced. At Mind the Speed, we value transparency and customer satisfaction, and we are committed to resolving any issues promptly.

We would like to clarify that our policy for over a year has been to absorb activation fees, and as such, we do not charge additional activation fees. This is part of our effort to offer a seamless and affordable service experience to our customers. We understand your frustration and we are keen to investigate this matter thoroughly.

To ensure we address your specific case accurately, we kindly request that you contact our support team at [email protected] or send us a direct message. This will enable us to access your account details securely and review any related correspondence. Our dedicated team will work diligently to resolve this issue and provide clarity on the charge.

Regarding your request for cancellation, we will ensure that it is processed as per your instructions and in line with our standard terms and conditions. Please be assured that we are here to support you and make this process as smooth as possible.

We appreciate your patience and understanding as we work to resolve this matter. Your satisfaction is our top priority, and we are committed to ensuring that your experience with us is positive and fair.

Warm regards,

Mind The Speed
 
Mind the Speed said:
Dear irBosOtter,

Thank you for reaching out and sharing your concerns with us. We sincerely apologise for any confusion and inconvenience you have experienced. At Mind the Speed, we value transparency and customer satisfaction, and we are committed to resolving any issues promptly.

We would like to clarify that our policy for over a year has been to absorb activation fees, and as such, we do not charge additional activation fees. This is part of our effort to offer a seamless and affordable service experience to our customers. We understand your frustration and we are keen to investigate this matter thoroughly.

To ensure we address your specific case accurately, we kindly request that you contact our support team at [email protected] or send us a direct message. This will enable us to access your account details securely and review any related correspondence. Our dedicated team will work diligently to resolve this issue and provide clarity on the charge.

Regarding your request for cancellation, we will ensure that it is processed as per your instructions and in line with our standard terms and conditions. Please be assured that we are here to support you and make this process as smooth as possible.

We appreciate your patience and understanding as we work to resolve this matter. Your satisfaction is our top priority, and we are committed to ensuring that your experience with us is positive and fair.

Warm regards,

Mind The Speed
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I’m sure they will get your sorted only ever had a good experience with Mind the Speed
 
rh1 said:
I am struggling to post to MyBB from my PC desktop (which is connected via Lan)
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Hi Rh1,

We kindly request that you contact our support team on Email:[email protected] or Number: 086 999 0161. So they can assist you further to investigate the possible cause of your issue.
 
Hi rh1

We understand your concern and would like to provide you with some clarification.

We don’t share customer information
Vumatel, as the Fiber Network Operator (FNO), does maintain a list of active circuits on the FTTH network. However, it is important to note that not all SMS messages claiming to be from Vumatel are legitimate or directly related to your specific connection.

In some cases, the SMS messages you receive may be promotional or spam, unrelated to your actual connection status. These messages can be generated by third-party entities attempting to market their services or products.
 
DStvNothingOn said:
I see the static IP is no longer free on MTS, when did this change, I remember at launch it was a free value add.
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Hi DstvNothingOn

You are indeed correct. It was free however the cost for our public Static IP's were implemented - From 1st January 2022
 
rh1 said:
Looks like MTS is down
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Hi RH1.

I hope this message finds you well. We apologise for the delay in response, our support hours are limited on weekends and public holidays.

MONDAY - FRIDAY 8:00AM - 20:30PM
SATURDAY 9:00AM - 12:30PM
SUNDAY 9:00AM - 12:00PM
PUBLIC HOLIDAYS 9:00AM - 12:00PM

We wanted to provide you with an update regarding the recent network performance on Sunday, December 24, 2023. Contrary to any potential rumors or concerns, the Mind The Speed Network was not down during that time.

However, it is important to note that there may have been outages on our FNO's (Fiber Network Operators) networks, which could have affected the overall connectivity and service experience. We understand the inconvenience this may have caused and assure you that our team is actively investigating.

Kind Regards
Mind The Speed.
 
Also while I see this thread, I have asked for IPv6 from MTS for quite some time, is there any reason why this has not been implemented yet / cannot be implemented. I am on MFN.
 
tHeDarKLord said:
Hello MTS Support,

I've been a customer with your service for a year now, having switched from Rocketnet initially with a positive experience. However, I've observed some issues with certain services over the past few days. As a network engineer with 20 years of experience, I'm familiar with identifying problems, and I use top-notch hardware and cable, not being a basic user.

In my professional capacity, I also work for an ISP, so I understand the challenges. I've encountered difficulties such as Facebook contents not loading properly and the page freezing. Today, I noticed similar issues with YouTube. It appears there might be an issue with your network.

I value the service you've provided so far and have no intention of changing ISPs. Could you please investigate and provide guidance on the matter? Your assistance is greatly appreciated.

Issues I have picked up
Facebook almost like page loading halfway and then freezes, then I have to close the tab and reopen
Youtube doing the same, page freezes

Setup
Reyee 5 Port Gigabit 2 WAN Cloud Router | RG-EG105G
MTS main connection and MTN as auto failover
all cable
no strange services running on network
Laptop very well maintained not laptop issue
Not WiFi issue as using cable
Not router issue, restarted and checked
All network hardware firmware up to date
Laptop software perfect, all software and drivers latest

disabled my MTS connection and failed over to MTN same network, no issues. Issues resolved with facebook and youtube.

Changed DNS to cloudflare, seems still the same

traceroute to facebook.com (102.132.100.35), 20 hops max, 38 byte packets
1 192-145-128-72.as328596.net (192.145.128.72) 2.463 ms 2.498 ms 2.133 ms
2 192-145-128-67.as328596.net (192.145.128.67) 2.390 ms 2.638 ms 2.630 ms
3 196-60-10-3.ixp.joburg (196.60.10.3) 3.219 ms 3.787 ms 3.435 ms
4 po106.psw02.jnb1.tfbnw.net (129.134.39.111) 2.400 ms 2.711 ms po106.psw03.jnb1.tfbnw.net (129.134.39.115) 2.785 ms
5 173.252.67.111 (173.252.67.111) 2.858 ms 157.240.38.67 (157.240.38.67) 2.753 ms 157.240.38.191 (157.240.38.191) 4.900 ms
6 * * *
7 * * *
8 * * *
9 * * *
10 * * *
11 * * *
12

Thank you, appreciated.
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I noticed the problem occur on multiple carriers, Seems as though Youtube had some issues for the past 2 days. Some people have noted removing adblocker helped the Youtube issue. Others like myself the problem went away today only noticed slight issues. Web Africa, Web Squad, Openserve, Telkom. Same occurrence, but thank you for the information I am sure one of the guys will take a look into it.
 
Metalspawn said:
Also while I see this thread, I have asked for IPv6 from MTS for quite some time, is there any reason why this has not been implemented yet / cannot be implemented. I am on MFN.
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As far as I am aware there has been some implementation but not to an extent. I am sure if you give them a mail or call they'd switch you over. Not seeing much benefit of the move myself and much of my colleagues that have moved over almost half of them have moved back to Ipv4

I have heard of some serious network security issues that still remain on Ipv6 hence some hesitation I can image on the ISP side
 
tHeDarKLord said:
Logged ticket with MTS support, came back telling me there is nothing wrong with their network.

I have submitted my written cancelation as I don't have the strength and time to fight with ISP regarding their issues.

There are a lot of ISP's in SA to choose from.

I choose ISP for quality of the network and when things start going pear shaped - Cheers.

Thank you
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MTS have never accepted a fault on their side an always it would be Vumatel's fault. On a regular basis we have drops in internet connectivity during the day (wife picked this up since she was working from home until recently and MTS suggested its Vumatel, but vumatel had no issues on their side.
 
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