Mweb Fibre problem (Shaping??)

T

Toat

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I was hoping someone might be able to assist me.

I have a 100mb Fibre line with Mweb on a 200GB
capped account.

I'm having a lot of difficulty where I am
persistently suffering from selective slow browsing
from around the middle of each month.

Normally it affects it from around 2pm to 1am,
but can be entire weekends.

This month, it was already in effect - each day,
from the morning until when I go to bed, from the
9th. I've only used 64gb of my 200gb by the 17th.


Connection
-----
Tested with 2 different modems.
Tested with 3 different computers,
2 with internal wi-fi, one tested with
sepate wi-fi receiver.
Tested with ethernet cable.

Speedtest tests fine.
Steam downloads full speed
Nvidia drivers download full speed
Any direct download downloads full speed
No packet loss on pings.

Certain websites work fine, such as
www.facebook.com
www.gamespot.com

news24.com struggles to open

Google mail very often gets stuck on 'loading'
and refuses to go in even when I set it to load
the basic version.

Google itself struggles to open - searches result,
quite often, in nothing happening.

Youtube doesn't load the video preview lists on
the homepage and doesn't load videos.

Animetv.top doesn't stream anything

My connection to my coding server where
I store my goodies,which I run through PUTTY
(ssh) doesn't hold longer than 30 seconds <--
apparently counts as an 'unattended download'
according to their techs which falls into
the realms of torrents (which also do not
work when this happens).

Trying to get into my eccommerce software
for my shop is quite often a nightmare.

When I run a VPN on any of the computers,
the problem vanishes -instantly-.

-Yesterday when I spoke to a tech, they said
everything looked absolutely fine, but it can
be the base cap of our account and he mentioned
that the 'technicians' will have to reset the
account... being unable to provide me with further
answers concerning the particulars of this account
reset. Frankly, i'm rather certain that he was just
making this up.:wtf:

He promised that the would call me
back in the morning, nothing. This is after waiting
over a week for a callback.

----------------------------------------
Does anyone have any idea if it could be anything
other than shaping?

Thank you for the assistance and I apologize for the
lengthy post. We have a two year contract, but I can't
continue on like this for two years :cry:
 
Last edited:
Tech specialist has contacted me, they're going to try and sort this out (it
seems to be a very rare issue) i'll keep up to date! Techie who I spoke to
today seemed rather clued up and was very helpful.
 
Might be a DNS issue? Try changing your DNS to 8.8.8.8 and 8.8.4.4 respectively and give that a try?
 
PPDP said:
Might be a DNS issue? Try changing your DNS to 8.8.8.8 and 8.8.4.4 respectively and give that a try?
Click to expand...

Thank you - have tried changing it to this on the router itself as per your recommendation, makes no difference :/

Still no call back from mweb. :cry::cry::cry:
 
Toat said:
-
A post I made last month:

I was hoping someone might be able to assist me.

I have a 100mb Fibre line with Mweb on a 200GB
capped account.

I'm having a lot of difficulty where I am
persistently suffering from selective slow browsing
from around the middle of each month.

Normally it affects it from around 2pm to 1am,
but can be entire weekends.

This month, it was already in effect - each day,
from the morning until when I go to bed, from the
9th. I've only used 64gb of my 200gb by the 17th.


Connection
-----
Tested with 2 different modems.
Tested with 3 different computers,
2 with internal wi-fi, one tested with
sepate wi-fi receiver.
Tested with ethernet cable.

Speedtest tests fine.
Steam downloads full speed
Nvidia drivers download full speed
Any direct download downloads full speed
No packet loss on pings.

Certain websites work fine, such as
www.facebook.com
www.gamespot.com

news24.com struggles to open

Google mail very often gets stuck on 'loading'
and refuses to go in even when I set it to load
the basic version.

Google itself struggles to open - searches result,
quite often, in nothing happening.

Youtube doesn't load the video preview lists on
the homepage and doesn't load videos.

Animetv.top doesn't stream anything

My connection to my coding server where
I store my goodies,which I run through PUTTY
(ssh) doesn't hold longer than 30 seconds <--
apparently counts as an 'unattended download'
according to their techs which falls into
the realms of torrents (which also do not
work when this happens).

Trying to get into my eccommerce software
for my shop is quite often a nightmare.

When I run a VPN on any of the computers,
the problem vanishes -instantly-.

-Yesterday when I spoke to a tech, they said
everything looked absolutely fine, but it can
be the base cap of our account and he mentioned
that the 'technicians' will have to reset the
account... being unable to provide me with further
answers concerning the particulars of this account
reset. Frankly, i'm rather certain that he was just
making this up.

He promised that the would call me
back in the morning, nothing. This is after waiting
over a week for a callback.

----------------------------------------
Does anyone have any idea if it could be anything
other than shaping?

Thank you for the assistance and I apologize for the
lengthy post. We have a two year contract, but I can't
continue on like this for two years

----------------------

PS

We also had this problem with them when we had 4mb uncapped
adsl with them. It instantly vanished when we switched to crystalweb.
we returned to mweb for fibre in the hopes that the problem would
not arise again, given that it is fibre....


As of the 21st of March this problem STILL isn't attended
to and my emails are met solely with 'we are escalating'.

mweb tech have mentioned this seems to a problem on their
side.

I'm desperate for a way out of this contract.
Click to expand...

All Crystal Web accounts support fibre, and if your line is a fibre line, your Crystal Web account will operate without a hitch.

So you can choose to spend the next few weeks with folks trying to convince you that Telkom are to blame, or just move over to us at Crystal Web and resolve your headaches once and for all.

I always tell my clients, you really should opt for an ISP where you don't have to be on the phone to support for hours on end every second day for it to work. The network should be of a premium quality to support that. I can't speak for Mweb as I don't have access to their network data, and as the CEO of Crystal Web it would be out of turn to do so and attempt to represent their opinion or feedback, but I do like to keep life simple. If it doesn't work on one ISP, but works fine on another, it's time to make the switch if you have already contacted support and they were unable to help.

It's also quite disturbing that they're feeding you complete and utter nonsense such as "resetting the base cap". Not sure why or even how a radius server could be responsible for this. It can't. Not sure they know what the different parts of the network do to feed you such a load of hogwash...
 
Last edited by a moderator:
Hi

Thank you DJ

The problem is we still have over a year left with our contract with mweb.

I'm hoping this might in some way merit a release from the contract without
penalties, especially as one of the techs mentioned its a problem on their side
(by phone, unfortunately not on mail, as they've not responded to a single email save with 'we are
escalating')
 
Toat said:
Hi

Thank you DJ

The problem is we still have over a year left with our contract with mweb.

I'm hoping this might in some way merit a release from the contract without
penalties, especially as one of the techs mentioned its a problem on their side
(by phone, unfortunately not on mail, as they've not responded to a single email save with 'we are
escalating')
Click to expand...

How (and why) did you end up with a long term contract with Mweb?
 
They had the best price at the time (we joined several months ago) and places like afrihost didn't offer fibre yet. Mweb didn't have month to month options available yet. We had no idea fibre would give the same issues as we had with adsl with them.
 
Toat said:
They had the best price at the time (we joined several months ago) and places like afrihost didn't offer fibre yet. Mweb didn't have month to month options available yet. We had no idea fibre would give the same issues as we had with adsl with them.
Click to expand...

It might be wise to create a new thread to discuss getting out of the contract, you may get more advice that way. Have you spoken to MWEB about it or asked for the right person to speak to?

It can be proven that you have an isolated issue which is causing you to to not get the service you are paying for.
 
PostmanPot said:
It might be wise to create a new thread to discuss getting out of the contract, you may get more advice that way. Have you spoken to MWEB about it or asked for the right person to speak to?

It can be proven that you have an isolated issue which is causing you to to not get the service you are paying for.
Click to expand...

Thanks PostmanPot

I'm not certain how that other huge thread came into being (I saw it was already at 18pages)! We've been with Mweb for
20 years now and with them, as a whole, we're always happy however this is quite a pressing issue and we'll maintain
our other services with them.

Perhaps any advice on how to get out of the contract can be kept on this thread, as i'm worried that creating another one
will just create another surge of discussion between people that somehow escalates :/

I've not yet approached Mweb concerning possible release of the contract as I first wanted to post here and make certain that it isn't possibly some other issue on my side. Though with the VPN resolving all issues (and mweb mentioning on the phone it seems to be on their side) I hope it might be enough to warrant some leniency in regards to contract term.
 
Toat said:
Perhaps any advice on how to get out of the contract can be kept on this thread, as i'm worried that creating another one will just create another surge of discussion between people that somehow escalates :/
Click to expand...

Mod note: keep your request in this thread. If it goes off topic the other mods and I will deal with it.
 
Toat said:
Thanks PostmanPot

I'm not certain how that other huge thread came into being (I saw it was already at 18pages)! We've been with Mweb for
20 years now and with them, as a whole, we're always happy however this is quite a pressing issue and we'll maintain
our other services with them.

Perhaps any advice on how to get out of the contract can be kept on this thread, as i'm worried that creating another one
will just create another surge of discussion between people that somehow escalates :/

I've not yet approached Mweb concerning possible release of the contract as I first wanted to post here and make certain that it isn't possibly some other issue on my side. Though with the VPN resolving all issues (and mweb mentioning on the phone it seems to be on their side) I hope it might be enough to warrant some leniency in regards to contract term.
Click to expand...

I'm sorry that you had to experience your thread going so off track. Glad that you see it lightheartedly. :D

I'm just worried that the legal boffins may overlook this thread because of its title, maybe mods could add a bit about legal advice being needed.

I would certainly hope that they'll have some leniency. If you've interacted with support it should be on file. You have evidence.
 
Hi Toat,

Mweb are currently in breach of contract with you, right now. Send them a breach notice and notice of termination effective immediately.

They are in breach because they have, knowingly, allowed a member of the public with no binding relationship with Mweb, access to their clients under the pretense that a formal commercial or employment relationship exists between the two parties. For names, contact me privately. You are therefore holding Mweb in breach of contract and considering the seriousness of the breach, and the trust which has been broken and shall not be restored as a result in a short space of time, they have left you with no option other than to send notice of termination of contract effective tomorrow's date.

Explain that you do not intend to hold them liable for any possible damages and waive all rights to recourse to such action as per the contract without prejudicing your statutory rights, and you do not wish to enter into arbitration, nor any other meeting to negotiate. Should Mweb insist on such a meeting or insist on holding you toa notice period or exit payment, you reserve all rights and shall not waive any rights afforded to you by your contract and your rights as a South Africa citizen.

Allow them until tomorrow 13:00 to respond. Failure to respond within the stipulated time-frame shall be deemed acceptance of these terms, considering the seriousness and urgent nature of this breach and resolution.

Check your agreement for the email and physical address that this letter needs to be sent to, and send it out accordingly.

Should you have any pushback from them, post their correspondence here. Please keep us up to date.






FYI this same remedy exists right now for all Mweb contract holders should they feel that Mweb is in breach or has breached, and that you are unable to place trust into the business any further to protect the integrity and security of your confidential information...
 
DJ... said:
They are in breach because they have, knowingly, allowed a member of the public with no binding relationship with Mweb, access to their clients under the pretense that a formal commercial or employment relationship exists between the two parties.
Click to expand...

You would never find, and have never found, any such pretence because it doesn't exist and never has.

You can't control me, and you can't control MWEB either.

MWEBHelp said:
DJ, see below the response from our General Manager: MWEB Customer Support.

Hi there DJ

Let me state this categorically, the only MWEB employees that are authorized to comment on behalf of MWEB will do so under the official MWEB usernames ( MWEB Guy / MWEB Help ).
As you know well the identity of forum members are not known to us , and unless specifically shared we have no personal detail of any individuals posting on the forums. So let me answer your question , no PostmanPot is not authorized to respond on behalf of MWEB and can confirm he is not an MWEB employee. No, he does not have access to any MWEB network information. He does however have the right, like any other user, to comment and respond on any post MWEB related.

I`m not quite sure what you expect us to do ? If you want to sensor forum members I suggest you take it up with My Broadband.

Regards
Ettiene Cloete
Click to expand...
 
Since it didn't involve me specifically, I don't think it would be seen as grounds for contract breach either
 
This problem is still ongoing. Fault logged and open
since the 21st of March. It is now over two months.

Every two weeks or so I get calls from ' the technical department'
telling me that they're sorry but they're still working on fixing
the problem. I've sent multiple traceroutes.

Any queries on details are met with an apology, and
that it needs to be sorted out by the techies. (then
just who are you if you're calling me from the technical
department?) :/

One of these guys even started with 'I hear you have a browsing issue'
to which I mentioned that it -isn't- a browsing issue as my entire
connection is affected, and its cured with VPN.

In addition they refuse to send me correspondence through
email verifying that they have stated repeatedly it is a
problem on their side and any request for contact regarding
the fault is met with the same as above.

I am in the position where I now have to pay several hundreds
of rands a month in order to use Afrihost Fibre whenever Mweb
switches on its shaping.

Today it was at 4pm (already in effect)

Yesterday it was at 3:20

I had a LAN this weekend (friday used only 64gb of my 200gb cap)
and everyone who attended expressed frustration - and they're all
in the IT industry.

This is a traceroute from --Right now--
tracert www.leagueoflegends.com

Tracing route to www.leagueoflegends.com [23.21.199.46]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 * * * Request timed out.
4 31 ms 126 ms 6 ms 197-80-96-209.jhb.mweb.co.za [197.80.96.209]
5 6 ms 5 ms 5 ms 160.po-channel50.vic-ipc-2.optinet.net [197.80.96.210]
6 5 ms 5 ms 7 ms vl92.vic-hscore-1.optinet.net [197.80.2.1]
7 192 ms 194 ms 191 ms 11.te0-0-0-2.vic-p-2.optinet.net [197.80.5.226]
8 192 ms 193 ms 193 ms s1-po0-3-2-0.thd-p-1.optinet.net [197.80.5.9]
9 185 ms 183 ms 185 ms be-2-776-thd-up-2.optinet.net [176.67.177.235]
10 186 ms 191 ms 187 ms xe-10-1-3.edge4.London1.Level3.net [212.113.14.121]
11 * * * Request timed out.
12 262 ms 267 ms 261 ms 4.16.74.18
13 * * * Request timed out.
14 * * * Request timed out.
15 265 ms 277 ms 281 ms 54.239.110.221
16 257 ms 260 ms 257 ms 54.239.111.109
17 266 ms 267 ms 263 ms 205.251.244.229
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 279 ms 298 ms 283 ms 216.182.225.77
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

:cry:
 
Last edited:
No Offense, but we all warned you to move away. Best you can do is to cancel it. Log it with the Consumer Commision, and get out.
 
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