Anyone thinking of moving their ADSL line or opening a new line with MWeb - Don't! While their uncapped packages are excellent, their support and troubleshooting on lines is just horrendous. Its much easier dealing with Telkom!
I applied on the 9th of April for a second line + uncapped for load balancing/redundancy. Sign-up wasn't too bad except it felt like I had to beg them to take my order. Once I had submitted all the documents they required I asked for an installation date - none was forthcoming and no-one could give me a Telkom reference number.
On or around the 20th of April I emailed the sales person that helped me and asked if their was an update on my order (Telkom normally do self-installs within 2 days in my area). The sales person apologised and said I should've received my login details via sms and sent them to me via email instead. Great, except the ADSL modem had no line sync.
I phoned support who told me that they had no access to the line, therefore it was not yet converted and I had to wait 28 days before I could complain.
As this was a backup line, I wasn't in that much of a hurry. I phoned a couple more times before the 28 days ran out, afterwhich the call center ran out of excuses. My next step was to pm MWeb Operations (10th May), who got "one of his guys" to phone me. Unfortunately when the person phoned me I was on the way to the airport, so the call was passed on to someone who didn't quite fully understand the situation so nothing was accomplished.
Eventually around the 18th of May, someone at MWeb managed to get my line to synchronise. Problem was, it synchronised at 768kbps. Once again I phoned technical support. A ticket was opened and someone phoned me back about 3 days later telling me that I was too far from the exchange (5.8km). At this point I contacted [email protected] where Ebrahim had me try a few things (changing from ADSL2 to ADSL to G.dmt). After that failed I was once again told that I was too far from the exchange.
At the beginning of the month I decided to move the router from the MWeb line to my original line with Telkom (there was only a modem on the line before so I couldn't get line readings). This was the result:
http://img205.imageshack.us/i/4mbline.png/
While the mweb line gave readings of:
http://img249.imageshack.us/i/mwebline.png/
http://img190.imageshack.us/i/mwebline2.png/
and
http://img249.imageshack.us/i/mwebline3.png/
I forwarded this information to Ebrahim. Once again I was contacted by technical support where I was told that there is definitely a problem with the line as my original line is showing a distance of 3km to the exchange!
Since then, MWeb has been quiet, but don't think they won't charge you! So far I have had over R2000 deducted from my account for a line that has NEVER worked properly.
Moral of the story, keep you line with Telkom:
1. Its easier to lay blame
2. You can report problems directly to them
3. They actually give refunds when its their fault!
I applied on the 9th of April for a second line + uncapped for load balancing/redundancy. Sign-up wasn't too bad except it felt like I had to beg them to take my order. Once I had submitted all the documents they required I asked for an installation date - none was forthcoming and no-one could give me a Telkom reference number.
On or around the 20th of April I emailed the sales person that helped me and asked if their was an update on my order (Telkom normally do self-installs within 2 days in my area). The sales person apologised and said I should've received my login details via sms and sent them to me via email instead. Great, except the ADSL modem had no line sync.
I phoned support who told me that they had no access to the line, therefore it was not yet converted and I had to wait 28 days before I could complain.
As this was a backup line, I wasn't in that much of a hurry. I phoned a couple more times before the 28 days ran out, afterwhich the call center ran out of excuses. My next step was to pm MWeb Operations (10th May), who got "one of his guys" to phone me. Unfortunately when the person phoned me I was on the way to the airport, so the call was passed on to someone who didn't quite fully understand the situation so nothing was accomplished.
Eventually around the 18th of May, someone at MWeb managed to get my line to synchronise. Problem was, it synchronised at 768kbps. Once again I phoned technical support. A ticket was opened and someone phoned me back about 3 days later telling me that I was too far from the exchange (5.8km). At this point I contacted [email protected] where Ebrahim had me try a few things (changing from ADSL2 to ADSL to G.dmt). After that failed I was once again told that I was too far from the exchange.
At the beginning of the month I decided to move the router from the MWeb line to my original line with Telkom (there was only a modem on the line before so I couldn't get line readings). This was the result:
http://img205.imageshack.us/i/4mbline.png/
While the mweb line gave readings of:
http://img249.imageshack.us/i/mwebline.png/
http://img190.imageshack.us/i/mwebline2.png/
and
http://img249.imageshack.us/i/mwebline3.png/
I forwarded this information to Ebrahim. Once again I was contacted by technical support where I was told that there is definitely a problem with the line as my original line is showing a distance of 3km to the exchange!
Since then, MWeb has been quiet, but don't think they won't charge you! So far I have had over R2000 deducted from my account for a line that has NEVER worked properly.
Moral of the story, keep you line with Telkom:
1. Its easier to lay blame
2. You can report problems directly to them
3. They actually give refunds when its their fault!
