MWEB claim line drops are caused by the computer?

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...


EDIT: Sorry, I am just absolutely flabbergasted at what you wrote.

EDIT2: You do realize that if he changes ISP accounts everything is fine. The only common denominator is your account. This points directly at you as being the source of the problem. If OP hasn't left yet, I suggest you do, being treated like an idiot is not on. Mweb did the same thing for another guy who was gaming on an Xbox machine, only had issues with gaming while on Mweb and they blamed every other thing under the sun instead of their own product even though it actually worked fine with their test account.
 
Last edited:
Johnatan56 said:
EDIT: Sorry, I am just absolutely flabbergasted at what you wrote.

EDIT2: You do realize that if he changes ISP accounts everything is fine. The only common denominator is your account. This points directly at you as being the source of the problem. If OP hasn't left yet, I suggest you do, being treated like an idiot is not on. Mweb did the same thing for another guy who was gaming on an Xbox machine, only had issues with gaming while on Mweb and they blamed every other thing under the sun instead of their own product even though it actually worked fine with their test account.
Click to expand...

We'll have more info once our tech has had an opportunity to check it out.
 
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...

Ha ha ha ha ha I needed a good laugh, thank you.

What happens if he connects to the internet using his iPhone? Will that also drop the connection?
 
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...

Ha ha ha ha ha I needed a good laugh, thank you.

What happens if he connects to the internet using his iPhone? Will that also drop the connection?
 
I am sending this from the office in question. I had not been onsite at the customer till now as they were hoping the issue would be resolved.

Seems like the office administrator did not understand the MWEB helpdesk properly. Apologies to MWEB - this was the reason for the original post as it seemed far fetched and the office administrator insisted that is what she was told.

One thing to note is that when they drop connectivity it affects both the Desktop and iPad in use at the premises.

The modem does connect to ADSL perfectly with no errors.

The problem appears to be DNS resolution, as it could not resolve any addresses.
When DNS stops resolving the issue is experienced on both Desktop and iPad.
I changed the DNS settings on the desktop to use 197.84.84.84 , 196.28.75.200 (MWEB DNS assigned to the modem) and it resolved fine.
Changed modem to static DNS 197.84.84.84, 196.28.75.200 and Rebooted modem, it worked fine.
Changed modem to automatic DNS again, and it still seems fine.

I have checked on an iPad in the office that is also used all the time and it is also resolving fine now.

Strange problem as this was happening on their old Dlink modem, a loan Telkom modem, as well as the current TP-Link TD-W8960N.

Will leave site now and wait to see if problem reoccurs.
 
Electron1 said:
I am sending this from the office in question. I had not been onsite at the customer till now as they were hoping the issue would be resolved.

Seems like the office administrator did not understand the MWEB helpdesk properly. Apologies to MWEB - this was the reason for the original post as it seemed far fetched and the office administrator insisted that is what she was told.

One thing to note is that when they drop connectivity it affects both the Desktop and iPad in use at the premises.

The modem does connect to ADSL perfectly with no errors.

The problem appears to be DNS resolution, as it could not resolve any addresses.
When DNS stops resolving the issue is experienced on both Desktop and iPad.
I changed the DNS settings on the desktop to use 197.84.84.84 , 196.28.75.200 (MWEB DNS assigned to the modem) and it resolved fine.
Changed modem to static DNS 197.84.84.84, 196.28.75.200 and Rebooted modem, it worked fine.
Changed modem to automatic DNS again, and it still seems fine.

I have checked on an iPad in the office that is also used all the time and it is also resolving fine now.

Strange problem as this was happening on their old Dlink modem, a loan Telkom modem, as well as the current TP-Link TD-W8960N.

Will leave site now and wait to see if problem reoccurs.
Click to expand...

Afternoon, thanks for the feedback.

Glad the issue has been resolved ;)

Have a great weekened!!
 
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