Mweb support - are there any humans ?

xrapidx said:
But can't give a name of said management. :rolleyes:
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Common practice tbh in many industries.
Dedicated customers get dedicated support people, and thats not info that is generally provided on public platforms.

The answer is simple, provide mweb guy the detail he asks for and let him see to it that the correct people get in touch pronto.
I would wager that after that interaction communication channels will be opened up between provider and client.
 
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I think in this case both parties are at fault, but Mweb to a greater extent. Mweb Guy is obviously trying to resolve this according to the methods Daveza requested, but on the other hand, it should not have been this difficult for a customer paying R100k a month to get support in the first place.
 
bgotapen said:
I am still waiting for mweb to email me back. I mailed them December regarding the degradation in youtube. Mweb guy said he will let me know and he offcourse did not. I left and even though my new isp has a lot of issues when I email them, I GET A REPLY and a name or even an personal email address.
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I had/have the same issue with youtube. Which area if i may ask?

Mweb has always responded promptly.
The issue was never sorted out, mweb said no issue. Only when I started whinging at Telkom did I see improvememt.

Do not know why, but i have 5 isp accounts, all of the so called best, and the clincher is the mweb one worked best, albeit poor, in those instances out of all of them.

I am convinced Telkom throttle certain sites on our exchange during certain times and this is irrespective of what isp I use, including Telkom themselves.
 
Zewp said:
I think in this case both parties are at fault, but Mweb to a greater extent. Mweb Guy is obviously trying to resolve this according to the methods Daveza requested, but on the other hand, it should not have been this difficult for a customer paying R100k a month to get support in the first place.
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For sure, but give the guy the opportunity to at least correct this error.
Thats why he is here after all.
 
Sneeky said:
I had/have the same issue with youtube. Which area if i may ask?
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As far as I know, it's not possible for Telkom to throttle certain sites via the exchange if you're using another ISP, even if it were possible I think it would be illegal to intercept another providers traffic. They can shape ADSL ports but not IP traffic - I stand corrected if I'm wrong, however.

I've had the same issues as you, Youtube is just crap in SA at times, popular videos are cached locally and often load very well but other, less popular vids have to be streamed internationally and are often slow.

I've forced Youtube to stream at 360p and even on that, with MWEB and other ISPs it's kind of random, sometimes it's smooth sailing, sometimes it's not. I've monitored my line from my Linux server (it's a doing PPPoE and all the routing) and there's no other activity on my line during my tests.

Yet other websites seam to be 100% better, sites like The Escapist's movie reviews are usually always perfect and buffer 100% long before the video is half way through.

I'd imagine there's some other issue at play, maybe all ISPs have limited capacity to Google's services or there's shaping at play because of the demand for Youtube.

It would be interesting to try unshaped capped accounts to see if those are better, one should easily be able to do 720p on a 4Mbit line but, that's rarely the case in my experience.
 
nihilist said:
I've had the same issues as you, Youtube is just crap in SA at times, popular videos are cached locally and often load very well but other, less popular vids have to be streamed internationally and are often slow..
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Strange the first thing I tested my new AfriMTN mifi with was CNN and Utube videos. No buffering experienced at all switched back to Mweb and they were buffering like cr@p. Switched of my torrents that was having a fair run on MWeb, still buffering to a point that you cannot follow the story.

BTW the MTN signal was on orange to red which mean on the dashboard it says "no signal" yet that streamed better than Mweb on a 4MB premium uncapped.
 
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Seriously said:
Strange the first thing I tested my new AfriMTN mifi with was CNN and Utube videos. No buffering experienced at all switched back to Mweb and they were buffering like cr@p. Switched of my torrents than was having a fair run on MWeb, still buffering to a point that you cannot follow the story.

BTW the MTN signal was on orange to red which mean on the dashboard it says "no signal" yet that streamed better than Mweb on a 4MB premium uncapped.
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Going to give AH home uncapped 4mbit a try - hopefully it's good enough...

I recall, when OpenWeb started with their Vodacom Business gold uncapped offering, Youtube used to fly, then it just went downhill over time, was better on MWEB but never good.

Thing is you only need a 1Mbit connection to stream 360p, so .. eh, another *** day in africa eh.
 
Vimeo for me flies, even if youtube is not workable at all.

Its all very f'ed up to be honest
 
Sneeky said:
I'm astonished!

Come on here in public bleating about lack of service then when you get a prompt response, fail to follow through, huh?

Dave, for that type of money you should have, from the outset, a dedicated person handling your account. Thats my opinion, but certainly I would expect that from the getgo.

You have valid gripes man but let the mweb dude help you out, or else just can it.
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I'm sorry but I'm on Dave's side with this.

The way I see it, he only came here to provide "feedback" about their dysfunctional "support" channels, and now it's too little too late!

Respect!
 
I find this utterly bizarre and either the OP made a typo when staring he pays a 100k to Mweb or he blatantly lied.

I spend about 10k with them from a Business perspective and I have my own account manager as well as her manager's details on my phone, email, Whatsapp and even BBM when I had one of those.

When I have a problem I email the Premier Helpdesk and I CC my account manager and she chases the issue for me.


It makes perfect sense for a Support system to be "faceless"' especially one that operates during extended hours where people change shifts etc. This makes for an overall better quality experience.

I think the OP is being quite the cock and rather unreasonable with his/her nonsense.
 
Freaksta said:
Quite sad. No personal touch in business anymore, IMHO u guys don't deserve his money.
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I think the OP is quite obviously trying to do nothing but discredit Mweb with utter bull****.

A support desk doesn't need to have a face or a personal contact. The last thing you want is someone being contacted directly and that person then dropping the ball by doing someone crazy like being off sick for the day or getting in a car accident...or god forbid dying on the job...and then people will be nerd raging about the lack of service.

And like I said I spend 1/10th of what the OP claims to spend with Mweb and have a very personal account management experience.

There is no way in hell that he will be ignored by Mweb Business on any level if he is spending that kind of money.

And as Mweb Guy has proven he isn't being ignored, not even on a third party platform completely removed from the dedicated Mweb Support system...yet the OP chooses to disregard said excellent support.

If I was Mweb I would cut my losses and decide this client isn't worth the drama. Maybe that's exactly what they did.
 
Sneeky said:
I had/have the same issue with youtube. Which area if i may ask?

Mweb has always responded promptly.
The issue was never sorted out, mweb said no issue. Only when I started whinging at Telkom did I see improvememt.

Do not know why, but i have 5 isp accounts, all of the so called best, and the clincher is the mweb one worked best, albeit poor, in those instances out of all of them.

I am convinced Telkom throttle certain sites on our exchange during certain times and this is irrespective of what isp I use, including Telkom themselves.
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Sounds like a classic case of a congested exchange!

So, now you are in a situation like someone asking: "How long is a piece of string?", and (if I was you) you will have to weigh up which is more important? Where you live, or proper error free ADSL?

I just thank my lucky stars that Telkom's infrastructure where I live is normal, although, still stuck on 4mb max.

EDIT: Although, to offer a glimmer of hope, can you post your line SNR and attenuation stats? This way we can see if there is a problem with the physical line, which if that's the case, then you can cancel your moving plans :)
 
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nihilist said:
As far as I know, it's not possible for Telkom to throttle certain sites via the exchange if you're using another ISP, even if it were possible I think it would be illegal to intercept another providers traffic. They can shape ADSL ports but not IP traffic - I stand corrected if I'm wrong, however.

I've had the same issues as you, Youtube is just crap in SA at times, popular videos are cached locally and often load very well but other, less popular vids have to be streamed internationally and are often slow.

I've forced Youtube to stream at 360p and even on that, with MWEB and other ISPs it's kind of random, sometimes it's smooth sailing, sometimes it's not. I've monitored my line from my Linux server (it's a doing PPPoE and all the routing) and there's no other activity on my line during my tests.

Yet other websites seam to be 100% better, sites like The Escapist's movie reviews are usually always perfect and buffer 100% long before the video is half way through.

I'd imagine there's some other issue at play, maybe all ISPs have limited capacity to Google's services or there's shaping at play because of the demand for Youtube.

It would be interesting to try unshaped capped accounts to see if those are better, one should easily be able to do 720p on a 4Mbit line but, that's rarely the case in my experience.
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What you are describing sounds like classic shaping.

I can stream youtube 720P on my 4mb line no problem :) because I am not using Mweb.

PM me if you want to know more?
 
SauRoNZA said:
I think the OP is quite obviously trying to do nothing but discredit Mweb with utter bull****.

A support desk doesn't need to have a face or a personal contact. The last thing you want is someone being contacted directly and that person then dropping the ball by doing someone crazy like being off sick for the day or getting in a car accident...or god forbid dying on the job...and then people will be nerd raging about the lack of service.

And like I said I spend 1/10th of what the OP claims to spend with Mweb and have a very personal account management experience.

There is no way in hell that he will be ignored by Mweb Business on any level if he is spending that kind of money.

And as Mweb Guy has proven he isn't being ignored, not even on a third party platform completely removed from the dedicated Mweb Support system...yet the OP chooses to disregard said excellent support.

If I was Mweb I would cut my losses and decide this client isn't worth the drama. Maybe that's exactly what they did.
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I mean't what I said earlier (see post #49), but the fact that he hasn't provided any factual evidence (just a one liner), and that he's just upped and left after starting something, is making me agree with you that this is now looking suspicious and malicious.

I still wouldn't touch Mweb with a 10 foot pole, not after my experience.
 
Compared to Adept who was providing Internet at our company when I joined Mweb is fantastic.

Not perfect, but certainly not the worst either.
 
wingnut771 said:
Sounds like a classic case of a congested exchange!

So, now you are in a situation like someone asking: "How long is a piece of string?", and (if I was you) you will have to weigh up which is more important? Where you live, or proper error free ADSL?

I just thank my lucky stars that Telkom's infrastructure where I live is normal, although, still stuck on 4mb max.

EDIT: Although, to offer a glimmer of hope, can you post your line SNR and attenuation stats? This way we can see if there is a problem with the physical line, which if that's the case, then you can cancel your moving plans :)
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I hear you loud and clear, but heres the thing, I whinge to Telkom everytime this happens, send recorded screen video from fraps (uploaded via 3g) showing the problem with my dl speeds in live graphic display highlighting that this constitutes a non service for a 4mb line by their own std's (below 50kb/s) and it miraculously comes right?
 
Hi guys I am new to any forum. Why? Because I didn't have the time to wait for the Mail pigeons to return. I was looking for explanations about Internet speed and came across this thread. I am also frustrated but one thing I can tell you, especially DAVEZA. 4 letter words will not get you anywhere. I am at this time communicating with an MWeb Guy and I know his Full Name and he gets back to me inside the stipulated response times. Ach yes MWeb get's R 199.00 from me.
Daveza's 100k must be ZIM Dollars and his support request most likely contained only 4 letter words.

Just another thought: Some Years ago I walked with a Detective into a Zambian Police station at noon. A German was raving about something or other. Everybody ignored him. My Detective shook his head and mentioned to my. If this guy does not find the magic word which his parents should have taught him he will still be here at 5 pm.

So please guys excuse me for wasting your time but then again what else is this thread all about? Oops now I forgot why I read this thread but at least I feel better and hope also MWeb Guy
 
Dave, in the past two weeks have you tried contacting the rep on this forum?
 
vicv said:
Guys, do take a moment to read the OP:



No idiot in his right mind would pay that amount per month to such a failure of an ISP
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Support were offered and denied! WHY! think about it!
 
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