SabreWolfy
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Question of the Day: Did you buy your last car with cash or on a finance plan?
Mweb or Mscam?
- Thread starter janseng
- Start date
Back to this stupidity.well it could be that they are over subscibed, and cant promise constant line speeds so they say shapped just to be safe.
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.... blind faith? all capped accounts are shaped! however u get shapped even more with extra usage, as i notice my ping drop to 80, and my youtube videos needing to buffer......
Uploaded with ImageShack.us
as you can see in pic, its also says, pay a fixed monthly price. um?
.... blind faith? all capped accounts are shaped! however u get shapped even more with extra usage, as i notice my ping drop to 80, and my youtube videos needing to buffer......
Uploaded with ImageShack.us
as you can see in pic, its also says, pay a fixed monthly price. um?
Hi Guys
We do shape our capped products, however the shaping on these products are much more relaxed than on our shaped products.
Also Jenseng, we have not changed anything on our network that would affect out of bundle users more than users within there capp.
Kind regards,
MWEB Ops
Sonic2k
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My humble experience:
I don't believe anything a MWEB consultant says. Been burned in the past. We upgraded our ADSL at work (the package, not the line speed) several times. After one particular upgrade, they told us the line is "uncapped" what a lie.... Went over 14 gigs one month and we became throttled to hell and back and when I queried this their attitude was appalling, they then shortly thereafter upgraded us to an "uncapped" 100GB solution... which I am pretty sure, if I had to push it to over 100GB, will become shaped and throttled to hell and gone. Second time round, got them to reduce their claims to writing, so if they step out of line I get onto the phone to our attorneys. Wish they'd stop using that word "uncapped" as it is a misnomer.
I don't believe anything a MWEB consultant says. Been burned in the past. We upgraded our ADSL at work (the package, not the line speed) several times. After one particular upgrade, they told us the line is "uncapped" what a lie.... Went over 14 gigs one month and we became throttled to hell and back and when I queried this their attitude was appalling, they then shortly thereafter upgraded us to an "uncapped" 100GB solution... which I am pretty sure, if I had to push it to over 100GB, will become shaped and throttled to hell and gone. Second time round, got them to reduce their claims to writing, so if they step out of line I get onto the phone to our attorneys. Wish they'd stop using that word "uncapped" as it is a misnomer.
Sonic2k
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Yes.. my ISP serving my home DSL uses neither of these terms... and I never ever have to phone them for anything either, because the line is always working..
All I can say is, if it is possible for you, get away from MWEB... of all the ISPs I've used in SA, they are the worst, THE worst...
All I can say is, if it is possible for you, get away from MWEB... of all the ISPs I've used in SA, they are the worst, THE worst...
SabreWolfy
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@Koosiand and @janseng: You seem bitterly unhappy with MWEB. MWEB shapes, not throttles. Vote with your pocket. There are many, many people who indicate on these forums that they are very happy with MWEB. Your experience is different, for whatever reason. If you've taken it up with the MWEB reps here and are still unsatisfied, I don't know what options are left to you apart from moving to another ISP to see if they are any "better".
Sonic2k
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A typical response yes... only a few complain, always, yet the general opinion in the IT industry whenever you mention MWEB is a roll of the eyes...
Just so you know, amongst my associates at least, everyone thinks MWEB is the worst ISP around.
Like I said, we are moving to another ISP and trust me, there are better ISPs. Cybersmart is one such ISP! To say I am bitterly unhappy with MWEB is an understatement. Like I said to my boss, MWEB will be punished, like I am punishing every SA company, big or small, that steps on my toes. When will South African Internet Service Providers ever get it through their THICK SKULLS that service = profits, not treating customers like n00bs and denying anything is wrong when you know your equipment/upstream provider is stuffed!
I will tell you what the problem is though, you are over-subscribed and your shareholders are not willing to spend more money on infrastructure upgrades. Putting wallet before company interests is the way of the new millennium.
I clossed my account few days ago, waiting 4 days for reply from cancellation department.
tho i still want my bill sorted out.
After getting statement from mweb i noticed i was over charge first month for R191, and next month wil be R219.
i wanted the R79 package, just wish they could reply faster to emails so this can be sorted.
cuz its realy becoming a slep.
tho i still want my bill sorted out.
After getting statement from mweb i noticed i was over charge first month for R191, and next month wil be R219.
i wanted the R79 package, just wish they could reply faster to emails so this can be sorted.
cuz its realy becoming a slep.
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Afternoon Janseng
If I understand correctly; you downgraded from your uncapped account, therefore there was a pro-rata billing portion you should be considering.
Kind regards,
MWEB Ops
Janseng we are in the process of finalizing arrangements to adjust your billing accordingly based on the fact that you felt that the per usage setting was not clearly communicated to you. Please accept our apologies for the inconvenience. The representative you have been dealing with will communicate the outcome to you once everything has been finalized.
With regards to the questions raised about the per usage billing option being the default setting, I have queried this and the understanding I've been given is that this is to ensure compliance with the ICASA stipulation that the ISP should not impose a hard cap on the customer.
Therefore your capped product is effectively purchasing a predetermined amount of bandwidth at a fixed rate, whereafter you have the option of continuing your usage at a per mb rate, or optionally imposing a hard cap on yourself via the account settings and purchasing fixed size boosters, if you find this method to be more suited to your needs.
With regards to the questions raised about the per usage billing option being the default setting, I have queried this and the understanding I've been given is that this is to ensure compliance with the ICASA stipulation that the ISP should not impose a hard cap on the customer.
Therefore your capped product is effectively purchasing a predetermined amount of bandwidth at a fixed rate, whereafter you have the option of continuing your usage at a per mb rate, or optionally imposing a hard cap on yourself via the account settings and purchasing fixed size boosters, if you find this method to be more suited to your needs.
lol i get lost in bigwords, feel free to use some slang 
Ok i cancelled(downgraded) my account the same night i got it, it just took you 3 days to respond.
i was under the impressing as discussed with rep, that the data i used would be deducted from my 3gb acount.
and i would stil only havto pay R79.and dont tell me this cant be done.
no as for my bill.
"We invoiced you R1095.39 which covered period 31/01/2011 - 31/03/2011 on this Uncapped 4096kbps product."
altho i cancelled my account on the 31/01/2011 1 month in advanced, so the amount should not be R1095.39 but half that.
"We then re-billed you from the 02/02/2011 - 31/03/2011 on the 3GB product. An amount of R155.18 was re-billed."
where the hell does that amount come from?
Ok i cancelled(downgraded) my account the same night i got it, it just took you 3 days to respond.
i was under the impressing as discussed with rep, that the data i used would be deducted from my 3gb acount.
and i would stil only havto pay R79.and dont tell me this cant be done.
no as for my bill.
"We invoiced you R1095.39 which covered period 31/01/2011 - 31/03/2011 on this Uncapped 4096kbps product."
altho i cancelled my account on the 31/01/2011 1 month in advanced, so the amount should not be R1095.39 but half that.
"We then re-billed you from the 02/02/2011 - 31/03/2011 on the 3GB product. An amount of R155.18 was re-billed."
where the hell does that amount come from?
I never got any sort of email, invoice or even a heads up that the amount of R191 would be taken off from my bank account.
i had to find this out by checking my bank statements, and still no explenation from where this comes from.
i had to find this out by checking my bank statements, and still no explenation from where this comes from.
lol i get lost in bigwords, feel free to use some slang
Ok i cancelled(downgraded) my account the same night i got it, it just took you 3 days to respond.
i was under the impressing as discussed with rep, that the data i used would be deducted from my 3gb acount.
and i would stil only havto pay R79.and dont tell me this cant be done.
no as for my bill.
"We invoiced you R1095.39 which covered period 31/01/2011 - 31/03/2011 on this Uncapped 4096kbps product."
altho i cancelled my account on the 31/01/2011 1 month in advanced, so the amount should not be R1095.39 but half that.
"We then re-billed you from the 02/02/2011 - 31/03/2011 on the 3GB product. An amount of R155.18 was re-billed."
where the hell does that amount come from?
Ok
We're busy sorting out your billing and we'll let you know as soon as we've worked out how much we need to credit you.
The setting is on usage based by default because that's what the legal eagles say ICASA want us to do.
Our invoices are all by email - do you ever check your MWEB email account?
Just relax, as soon as I can get hold of someone in billing that can sign off on the right stuff I'll have this sorted out for you and get someone to explain all the numbers to you
MickZA
Executive Member
Minor thread derail:
Nicely dodged, nothing like dragging ICASA in to muddy the waters.
Of course this means that your legal eagles hold a different opinion to those of Telkom and Axxess.
Possibly yours could clarify their reasoning?
Nicely dodged, nothing like dragging ICASA in to muddy the waters.
Of course this means that your legal eagles hold a different opinion to those of Telkom and Axxess.
Possibly yours could clarify their reasoning?
Mick I'm not a legal representative. I am in fact waiting on an official response from our legal team which I will share here, but I didn't want to leave the question unanswered.
It wouldn't be the first time that ISPs have differed in terms of their interpretation of an ICASA ruling, however in all fairness I'd like to take a step back and ask what the real concern is here?
This is not something that we've just started doing, our capped products have been set up like this for a long time, its clearly defined in the product information sheet, it's self configurable by the customer, or by a simple phone call into our call center and should an issue arise such as the one experienced by janseng we would of course always investigate the concerns raised by the customer and rectify the situation, if appropriate.
It wouldn't be the first time that ISPs have differed in terms of their interpretation of an ICASA ruling, however in all fairness I'd like to take a step back and ask what the real concern is here?
This is not something that we've just started doing, our capped products have been set up like this for a long time, its clearly defined in the product information sheet, it's self configurable by the customer, or by a simple phone call into our call center and should an issue arise such as the one experienced by janseng we would of course always investigate the concerns raised by the customer and rectify the situation, if appropriate.
I actually find this pathetic, as a company, your departments should have sorted this long ago, either your understaffed or there just isn’t any will whatsoever to help your clients. Why did he have to wait so long for a response? and why must he be billed for something he didn’t want in the first place?
I truly however admire Mweb for their decisions the last year and how they try and move the ISP’s of South Africa forward.
But
Then simple issues like this pops up all over the place, I just don’t understand. Moving forward / changing / listening to the public, it needs to be done. However words like this just fall on empty ears and blind eyes.
I truly however admire Mweb for their decisions the last year and how they try and move the ISP’s of South Africa forward.
But
Then simple issues like this pops up all over the place, I just don’t understand. Moving forward / changing / listening to the public, it needs to be done. However words like this just fall on empty ears and blind eyes.
SabreWolfy
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I presume ICASA has ruled that it is illegal to impose a hard cap on users, whereby they have no access after reaching their cap? If it's an ICASA ruling, I guess MWEB has to abide by it.
MickZA
Executive Member
I have no axe to grind with MWeb (never been a client because I'm happy with my current ISPs) and my knowledge of your billing practices is limited to what has been discussed in this thread.
My only concern is that your default setting ensures that MWeb can bill the client for every MB used as opposed to potentially suffering a financial loss if the cap mechanism fails. The client is the only one at risk here and the first time, uninformed client risks unknowingly running up a hefty bill.
I just feel it would be more honest to make hard cap the default & when the client realises they need more GBs (triggered by a % usage alert) the cost implications of usage billing should be explained before letting them opt for it. After that it's up to them to monitor & manage their usage.
MickZA
Executive Member
Yes but the model used by Telkom & Axxess must meet this requirement so why can't MWeb adopt this as the default with the "convenience" of usage billing as a option.
I'd venture to suggest it's because they would lose money, who in their right mind would opt for 20c/MB when they can top up with another 3GB bundle @ R79 or use Axxess @ R19/GB to tide them over to monthend?