MWEB claim line drops are caused by the computer?

Electron1

Electron1

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This is a new one :wtf:

I have been told the following sad tale by the office admin person who has been dealing with MEWB:

An office have been having line issues for the last year.
Many calls to MWEB and Telkom.
Bought new ADSL routers yet the line still drops continually on the MWEB account. Telkom even left a loan router for a day or 2, configured with MWEB account. Still line drops. Tested with a Telkom account for 24 hours - no line drops.

Problem escalated with MWEB. She spoke to multiple support people, the last one claims that the issue only only occurs between 9am and 5pm weekdays, when the only computer in the office is on, so the issue must be with the computer. Perhaps the computer should be replaced is the suggestion.:wtf:

Other devices in the office are a cellphone and iPad connected to WiFi. All devices experience continual drops, resulting in multiple reboots of the router every day.

I have suggested that they try an alternative ISP, but had to share this priceless gem.:D
 
spchlss.gif


and

naked-gun-facepalm.gif
 
Last edited:
Only just had the conversation.
I was hoping MWEB rep would respond so I can give them the reference number to check out what was logged on their side.
Will be trying another account on Thursday.
 
Electron1 said:
This is a new one :wtf:

I have been told the following sad tale by the office admin person who has been dealing with MEWB:

An office have been having line issues for the last year.
Many calls to MWEB and Telkom.
Bought new ADSL routers yet the line still drops continually on the MWEB account. Telkom even left a loan router for a day or 2, configured with MWEB account. Still line drops. Tested with a Telkom account for 24 hours - no line drops.

Problem escalated with MWEB. She spoke to multiple support people, the last one claims that the issue only only occurs between 9am and 5pm weekdays, when the only computer in the office is on, so the issue must be with the computer. Perhaps the computer should be replaced is the suggestion.:wtf:

Other devices in the office are a cellphone and iPad connected to WiFi. All devices experience continual drops, resulting in multiple reboots of the router every day.

I have suggested that they try an alternative ISP, but had to share this priceless gem.:D
Click to expand...


Good Day Electron1, please provide me your MWEB account details and I will look into this for you.

We need to look into the information or feedback provided in order for me to advise you further.
 
Actually its possible, if that computer has some kind of MAC flooding software on it then it can very likely take a router down.

Essentially its dos'ing your router.

Broadcast storms may also do this, try change the network cable.

Hell just disconnect the PC for one day and see if it drops.


What are your line stats?
 
Rickster said:
Actually its possible, if that computer has some kind of MAC flooding software on it then it can very likely take a router down.

Essentially its dos'ing your router.

Broadcast storms may also do this, try change the network cable.

Hell just disconnect the PC for one day and see if it drops.


What are your line stats?
Click to expand...

Line drops. ISPs can see the disconnect cause...
 
Rickster said:
Actually its possible, if that computer has some kind of MAC flooding software on it then it can very likely take a router down.

Essentially its dos'ing your router.

Broadcast storms may also do this, try change the network cable.

Hell just disconnect the PC for one day and see if it drops.


What are your line stats?
Click to expand...

Wonder why the router wasn't being dos'ed anymore when they swapped to another ISP profile.
 
Is the telephone jack the router is connected to the only one for that particular line in the office or building. Have you checked and replaced POTS filter(s)?

And yes, as mentioned above, please post your line stats (from the router), preferably from both accounts (MWEB and Telkom).
 
MWEB are investigating on their side.
The line filter was changed when they replaced the modem. No difference detected. Line still drops very quickly after modem is rebooted.
TBH it sounds like a physical line issue, although Telkom insist the line is fine.

Discussed this with the office manager at that business. We will give MWEB the opportunity to investigate further. If no improvement by Tuesday they will sign up for a trial account at another ISP. No point doing it now as they are closed on the long weekend and they want to try another ISP for a few days to see.
 
Hi Electron1

After further investigation and communication with the office admin; we again confirmed that the connection only drops while the computer in question is turned on; the connection will stabilise soon after office hours when the computer is turned off. They have also tested with different routers and the same happens. Based on this, the only common denominator resulting in the connection dropping is the computer in question.

Regarding the claims made on this forum; We have listened to the call with our technical specialist and at no point have we suggested that the computer be replaced. Our recommendation to the customer was to get a PC technician to come in and have a look at the computer and scan for possible viruses or malware that may be causing the disconnects.

We have now contacted the office admin and setup an appointment for this Friday to try and determine the issue with the PC.
 
MWEBHelp said:
Hi Electron1

After further investigation and communication with the office admin; we again confirmed that the connection only drops while the computer in question is turned on; the connection will stabilise soon after office hours when the computer is turned off. They have also tested with different routers and the same happens. Based on this, the only common denominator resulting in the connection dropping is the computer in question.

Regarding the claims made on this forum; We have listened to the call with our technical specialist and at no point have we suggested that the computer be replaced. Our recommendation to the customer was to get a PC technician to come in and have a look at the computer and scan for possible viruses or malware that may be causing the disconnects.

We have now contacted the office admin and setup an appointment for this Friday to try and determine the issue with the PC.
Click to expand...
Ahh... the story behind the story.
 
psivius said:
Is the telephone jack the router is connected to the only one for that particular line in the office or building. Have you checked and replaced POTS filter(s)?

And yes, as mentioned above, please post your line stats (from the router), preferably from both accounts (MWEB and Telkom).
Click to expand...

Erm...line stats don't change with accounts.
 
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