MWeb pathetic customer service ADSL Gaming/download issues at 8pm until 10pm

[MWEBHelp]

Hi Elis,

Thanks for the update, I can understand why you feel the way you do.
I have now forwarded to your feedback to the team to review.
They should be in contact with you when they have an update.

 

[nerevar]

Yeah I am still in contact with tech guys at Mweb.

They said they're looking into the WireShark capture I sent them and that they are busy with multiple people sending in Wireshark data.

I don't really know what they'll get from that other than confirming the high international latency, constant packet-loss and slow speeds from 5pm-midnight every day since mid-February? I mean they asked me if 'I had my wifi on' as if someone downloading could possibly SLOW down a 100meg fiber line haha . Is 'investigating' just spinning the wheels till everyone bleeds out of their contract? I tried looking for the cancellation protocol for Mweb Fiber but that is literally a needle in the haystack on their website.

I mean all I want as a customer is in this order:
- ZERO packet-loss (currently 2%-5% during peak times)
- Stable local/international latency (currently low for local but unstable as hell for international)
- At least 10% of my line speed on all websites during peak times (currently dial-up sub 1meg for most sites)
- Maybe my full line speed during peak times (reaching a bit here)

That's all. Is it so difficult to make sure less than 50mb of data reaches the game servers I use quickly and intact during the day? I don't even care about the speed anymore. I can download at night but the packet-loss and latency just bothers me. Why must I go through an insane cancellation process with an ISP I've used for like 6 years for online-gaming without any problems.

I have literally been using Axxess, WebAfrica and Afrihost 1gb trial accounts to get me through the 5pm-midnight minefield. Does the Seacom cable break have anything to do with this? They say it does but this started mid-Feb? I just can't take another phone-call from a technician asking me if I'm 100% sure no one is on my wifi. Or the technician mentioning that I am 'downloading quite a bit'... I'm not even on uncapped. The fact that I don't go over my cap and get my downloads done at night somehow indicates to the guy that my line is fine???

/rant

your not alone.

 

[ldmelsa]

they say it's seacom

 

[FraserBlade]

I've been having similar issues, especially after business hours. Did a ping-plotter graph (below) trace-routing to Blizzard's server (for Diablo EU) and it's atrocious. Also, this constant F5'ing on websites to make them load properly is really beginning to irritate me to no end.

The strangest thing is - I plug in my Telkom Mobile WiFi dongle (a Huawei device, not even LTE) and even though local latency is a tad higher, international latency seems much more stable - much less packet loss. What gives?

 

[MWEBHelp]

I've been having similar issues, especially after business hours. Did a ping-plotter graph (below) trace-routing to Blizzard's server (for Diablo EU) and it's atrocious. Also, this constant F5'ing on websites to make them load properly is really beginning to irritate me to no end.

The strangest thing is - I plug in my Telkom Mobile WiFi dongle (a Huawei device, not even LTE) and even though local latency is a tad higher, international latency seems much more stable - much less packet loss. What gives?

View attachment 430630

Hi FraserBlade

Please advise if your experience has improved. Send me updated test results.

 

[MWEBHelp]

Hi FraserBlade

Please advise if you are still experiencing issues. I am awaiting your response.

 

[FraserBlade]

Hi FraserBlade

Please advise if you are still experiencing issues. I am awaiting your response.

Thanks and apologies for the delay - was away this weekend. So, I also called Telkom last week and thankfully they escalated the request. I received a call from one of their technicians in our area (Helderberg). So, physical lines were tested, the box outside our complex was inspected and he removed some "software" on their system - no idea what this entailed, but those were his words.

Looking at a pingplotter graph tonight, it seems okay'ish - still the occasional spike and loss, but much more stable. However, my speed is now so low, I had to refresh speedtest.net a few times to get a completed test. This is what I got:

http://www.speedtest.net/result/6241977525

So, obviously way below what I'd normally get (6mbps). I'll keep monitoring this (and the ping) for a few more days. It's honestly been an uphill battle this ... I just don't know anymore.

EDIT: To note, tests were done without any WiFi devices connecting to the router, or any apps syncing data (google drive, dropbox, windows updates etc.). Also, tested this side-by-side with my Telkom ISP account - all was fine there, speed and ping wise. Limited data on that one, so can't use it all that much. Also, for some reason, upon a router restart, it syncs with the exchange as per normal, but it sometimes takes up to 5 minutes for internet connectivity on my MWEB account to commence. This is also a new anomaly.