Mweb Business Support a joke

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NightshadowZA

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Sorry this is going to be a bit of rant, but I just couldn't believe the poor service I have been getting from Mweb business support. You'd think they would want to help their business clients!

One of our clients have been having an issue with slow internet speeds which was logged with Mweb business support on the 13th Sept, and after going through a whole finger pointing excerise between Mweb and Telkom, Telkom have finally confirmed their line is fine and Mweb have no idea what is wrong but have told me to setup a firewall rule that limits all upload traffic to take place at night, and only being told this after having a screaming match between consultants and being on hold for 20 to 30 mins before phoning back.

In this day and age, you mean to tell me that even though they use Google Apps, and there is a lot of upload traffic as they deal with many, MANY Access databases, that your only solution is to tell me, sorry, you can only upload at night. The whole idea of cloud applications is that its not stored locally and is easily accessible ANYWHERE, which in this case is for the client to send the databases to their clients via the cloud or to eachother if they aren't in the office. They wont even be able to sync their google drives...Mweb even advertise their own cloud apps etc, wonder if anyone that uses that can also only upload to it at night.

Good one Mweb, think it might be time to look for a provider that can not only understand the needs of our clients, but also that has tech support that is 1)friendly and 2)can actually do some kind of support.

/rant
 
Hi NightshadowZA

From the sound of things I can understand why you are ranting. Please allow me the opportunity to have our Business department look into this from our side.

We will do a thorough investigation and have senior members contact you.

Please can you PM me the MWEB account details in order to conduct our investigation.
 
NightshadowZA said:
Sorry this is going to be a bit of rant, but I just couldn't believe the poor service I have been getting from Mweb business support. You'd think they would want to help their business clients!

One of our clients have been having an issue with slow internet speeds which was logged with Mweb business support on the 13th Sept, and after going through a whole finger pointing excerise between Mweb and Telkom, Telkom have finally confirmed their line is fine and Mweb have no idea what is wrong but have told me to setup a firewall rule that limits all upload traffic to take place at night, and only being told this after having a screaming match between consultants and being on hold for 20 to 30 mins before phoning back.

In this day and age, you mean to tell me that even though they use Google Apps, and there is a lot of upload traffic as they deal with many, MANY Access databases, that your only solution is to tell me, sorry, you can only upload at night. The whole idea of cloud applications is that its not stored locally and is easily accessible ANYWHERE, which in this case is for the client to send the databases to their clients via the cloud or to eachother if they aren't in the office. They wont even be able to sync their google drives...Mweb even advertise their own cloud apps etc, wonder if anyone that uses that can also only upload to it at night.

Good one Mweb, think it might be time to look for a provider that can not only understand the needs of our clients, but also that has tech support that is 1)friendly and 2)can actually do some kind of support.

/rant
Click to expand...

I don't think you understand the cloud aspect entirely and how it impacts your speed. So let me explain (hopefully keeping it short and sweet)

If you have 10 people syncing (uploading to) the cloud, you'll easily max your upload speed. This then directly impacts the speed you can download at (browse / download from the cloud) because your upload speed is so saturated that you cannot keep up with sending the TCP Ack (Acknowledgement of bytes received by you and request to send the next few bytes).

You would need a synchronous line (not asynchronous) that gives you the same upload speed as your download speed and not have the one affect the other.

This is from my experience when MWEB and Telkom finds absolutely no problems. (That, and users abusing the line with torrents etc)
 
An upload que and limit can most definitely improve round-trip latency for transactional applications. You can also using various means internally to shape your bandwidth between users so that some classes of applications get preference over others in contending for bandwidth.
 
AcidRaZor, thanks you explain that way better than anyone i have actually talked to at Mweb.
What i should have added on my first post is, that when we use a different router with a Saix account we get full line speeds (Up and down) for the 4Mb the client has, however with the Mweb Cisco router we get 1.3Mb download and only 0.30 up. On the saix account we never have an issue with downloads / browsing.

In any case an update to this, Thanks Mweb Guy, a lady from your escalation department contacted us and attempted to get the line speed bumped up. This resulted somehow in the router loosing its configuration and we have been sitting without any internet and one incredibly unhappy client the whole afternoon. She has instructed a tech to come out with a new router on Tuesday Morning and has promised he will be there at start of business. Hoping that maybe this whole issue was caused by the router and that somehow miraculously everything is back to normal.

:holds thumbs:
 
NightshadowZA, I'm rather curious to find out if your problem was resolved or not?
 
Frustration with Mweb regarding Speed of Bonded Solution

NightshadowZA said:
Sorry this is going to be a bit of rant, but I just couldn't believe the poor service I have been getting from Mweb business support. You'd think they would want to help their business clients!

One of our clients have been having an issue with slow internet speeds which was logged with Mweb business support on the 13th Sept, and after going through a whole finger pointing excerise between Mweb and Telkom, Telkom have finally confirmed their line is fine and Mweb have no idea what is wrong but have told me to setup a firewall rule that limits all upload traffic to take place at night, and only being told this after having a screaming match between consultants and being on hold for 20 to 30 mins before phoning back.

In this day and age, you mean to tell me that even though they use Google Apps, and there is a lot of upload traffic as they deal with many, MANY Access databases, that your only solution is to tell me, sorry, you can only upload at night. The whole idea of cloud applications is that its not stored locally and is easily accessible ANYWHERE, which in this case is for the client to send the databases to their clients via the cloud or to eachother if they aren't in the office. They wont even be able to sync their google drives...Mweb even advertise their own cloud apps etc, wonder if anyone that uses that can also only upload to it at night.

Good one Mweb, think it might be time to look for a provider that can not only understand the needs of our clients, but also that has tech support that is 1)friendly and 2)can actually do some kind of support.

/rant
Click to expand...

I have a "BONDED SOLUTION" with Mweb Business, my company relies strongly on internet speed and reliable e-mail, with this so called solution i have had none of the above since i have signed up with this, i have logged numerous calls with MWEB and TELKOM, i have gotten responses from mweb stating that they detect there are CRC errors on the line ETA on repair as it is a Telkom problem is 3mnths - 1Yr, which is unacceptable.

Initially i logged a call with Mweb regarding our CAP being used literally overnight, with the speed we were getting at the time this was impossible as we have never gotten anything higher that 200kbps.

Secondly our Mweb Consultant says that this solution is only best effort and cannot be guaranteed, I have a 384Mbps line at my house that has been more stable and reliable than 2 4MB Bonded lines we have, the speed test results sent to my account manager at that time were :

http://imageshack.us/a/img441/7672/speedtest02022012.jpg

Today's Speedtest :

Test conducted on 01 October 2012 12:05:21 PM

Download Speed: 183 kbps (22.9 KB/sec transfer rate)

Upload Speed: 126 kbps (15.8 KB/sec transfer rate)

Latency: 83 ms

:confused:
 
Gino_Vision said:
I have a "BONDED SOLUTION" with Mweb Business, my company relies strongly on internet speed and reliable e-mail, with this so called solution i have had none of the above since i have signed up with this, i have logged numerous calls with MWEB and TELKOM, i have gotten responses from mweb stating that they detect there are CRC errors on the line ETA on repair as it is a Telkom problem is 3mnths - 1Yr, which is unacceptable.

Initially i logged a call with Mweb regarding our CAP being used literally overnight, with the speed we were getting at the time this was impossible as we have never gotten anything higher that 200kbps.

Secondly our Mweb Consultant says that this solution is only best effort and cannot be guaranteed, I have a 384Mbps line at my house that has been more stable and reliable than 2 4MB Bonded lines we have, the speed test results sent to my account manager at that time were :

http://imageshack.us/a/img441/7672/speedtest02022012.jpg

Today's Speedtest :

Test conducted on 01 October 2012 12:05:21 PM

Download Speed: 183 kbps (22.9 KB/sec transfer rate)

Upload Speed: 126 kbps (15.8 KB/sec transfer rate)

Latency: 83 ms

:confused:
Click to expand...

Thank you for letting me know.
Please could you drop me a PM with your account details so that I can look into this for you.
 
@ NightshadowZA,

You lucky devil! At least you do have an account with them!
I can't get hold of them to open a new account.

Looks like they stopped taking on new business.
 
blackbirdrider said:
@ NightshadowZA,

You lucky devil! At least you do have an account with them!
I can't get hold of them to open a new account.

Looks like they stopped taking on new business.
Click to expand...

Hi blackbirdrider

I can arrange for our Sales team to make contact with you. Please PM me your contact details in order for me to do so.
 
MWEB ..... I cant even them to respond to an e-mail. This after begging and pleading on the mail, FB and on the phone....
Service is really poor at MWEB.
 
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