MWEB Throttled uncapped ADSL feedback

And now I have to wait for client services tomorrow to find out if I can downgrade.

MWEB Guy said:
Ashtop said:
Will I be able to revert back if I do find the throttling is excessive?
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You will be able revert back if you feel throttling is to excessive.
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MWEB Guy: Why am I now being told this?
 
Sacoys said:
Another disgruntled Mweb user here....

My line regrade (4mb/s throttled) was completed on Friday evening. Prior to that (1 - 14 February 2013) I had downloaded approximately 52gbs. Following regrade, I have downloaded approximately 2.5gbs.

Guess what? Woke up this morning to find line throttled. Have asked Mweb Guy on facebook to send me through cancellation forms - In terms of the CPA, I'm going to exercise my right (cooling period) to cancel the regrade. I think I'll be moving to Openweb come 1 April.
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I wish i had thought of this. Too late now. Im currently using a 5Gig WA trial account because my mweb account is unusable. Have cancelled with mweb but will only be able to transfer my line and sign with a new ISP at the end of March......
 
Sacoys said:
Right... update time. I've just got off the line with Mweb.

When I changed to the 4mb/s throttled package, I was expressly and explicitly told that if I wanted to go back to my 2mb/s premium package, they would be able to effect the change immediately as the 2mb/s package constituted an upgrade on the 4mb/s throttled package (I asked 5 times and they sales person confirmed this was the case).

I am now advised that Mweb will not be able to assist me until Monday, because going back to 2mb/s premium is a downgrade and they have to liaise with Telkom re: changing the line speed.

I then asked to be upgraded to 4mb/s premium for the remainder of the month because I didnt want to wait another 11 days with crappy 256 kb/s internet whilst Mweb decided to get its act together to "downgrade me". I was then told to hold. After a couple of minutes of waiting, I was told that the salesperson couldnt upgrade me because she needed a manager. At which point I just gave up...

I'm phoning cancellations on Monday. Seriously think this whole throttled screw up of Mweb is going to see fortunes of people cancelling their accounts.
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Don't keep the line too busy, I'll need it at well to cancel.
 
Sacoys said:
Right... update time. I've just got off the line with Mweb.

When I changed to the 4mb/s throttled package, I was expressly and explicitly told that if I wanted to go back to my 2mb/s premium package, they would be able to effect the change immediately as the 2mb/s package constituted an upgrade on the 4mb/s throttled package (I asked 5 times and they sales person confirmed this was the case).

I am now advised that Mweb will not be able to assist me until Monday, because going back to 2mb/s premium is a downgrade and they have to liaise with Telkom re: changing the line speed.

I then asked to be upgraded to 4mb/s premium for the remainder of the month because I didnt want to wait another 11 days with crappy 256 kb/s internet whilst Mweb decided to get its act together to "downgrade me". I was then told to hold. After a couple of minutes of waiting, I was told that the salesperson couldnt upgrade me because she needed a manager. At which point I just gave up...

I'm phoning cancellations on Monday. Seriously think this whole throttled screw up of Mweb is going to see fortunes of people cancelling their accounts.
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I'm also being told that I have to wait till tomorrow because of line downgrading, however last night I logged a fault with Mweb because of my speed. On the line the tech moved me down to 1 Mbps, then re-upgraded me to 2 Mbps to verify if this resolved the issue.
 
Why no response from mweb regarding this crap product? I dont expect Mweb guy to answer this since he is just a pawn in this situation and i hope one day he's left alone in a room with the retard that decided to introduce these products, but in the meantime mweb are hemorrhaging customers and their name is being dragged through the mud.

DO OR SAY SOMETHING MWEB. Give some clear guidelines so that customers understand this new product and can make an informed decision (or admit you've dropped the ball, correct it and move on). Do anything other than what your doing now, allowing social media to sell (or in this case unsell) your product.
 
I think this needs to be bumped... I see Mweb Guy is active on the forum, but has not / will not respondent to this thread.
 
The throttled products is for the moderate user who wants to have the benefit of uncapped adsl and plans to do casual browsing, emailing, online banking or sending small to medium attachments.
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That doesn't make any sense at all. If a user is purely going to "do casual browsing, emailing, online banking or sending small to medium attachments" then why on earth would they require an uncapped account? Surely a small/medium sized cap of UNSHAPED data would make much more sense? How much usage can you really achieve by doing the above - a few GBs a month at most?

I've been pro MWEB (and a happy customer of theirs as well) since they unleashed their uncapped monster on the unsuspecting market but this product makes no sense whatsoever. I can just see all the raging when the small time user sees this and thinks happy days because they can finally afford an uncapped product filled with unlimited YouTube bliss (for e.g.) but finds themselves throttled a few days later.

I can just see how that call to MWEB support is going to go...
 
I started this ion hopes of getting the attention of the ISP reps on this forum but seems they all just too afraid to make a post. With 199 views, I'm sure at least 1 ISP rep has seen this thread.

http://mybroadband.co.za/vb/showthread.php/506414-An-invitation-to-all-ISP-reps

I think the reps themselves dunno exactly how their AUP/FUP/Throttling policies work.

Maybe we can get an MWEB or Afrihost or WA or Telkom or Axxess fanboi to enlighten us....
 
That's... not gonna happen. If the ISPs' policies were clear and concise then they most probably wouldn't be able to get their feet off the ground :p Some level of obfuscation is required to get the customers to sign up in the first place - it's how well you manage your customers' expectations after they sign up that determines the length of your existence as an ISP.
 
MartyMarts said:
That's... not gonna happen. If the ISPs' policies were clear and concise then they most probably wouldn't be able to get their feet off the ground :p Some level of obfuscation is required to get the customers to sign up in the first place - it's how well you manage your customers' expectations after they sign up that determines the length of your existence as an ISP.
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+1000000
 
So after throttling me within 2 days of moving to uncapped 2 Mbps,

I have yet received feedback from Mweb on why my 5GB was deemed so excessive.
I am still being throttled.
I have not been moved back to 1 Mbps. Meaning I am still charged for the 2 Mbps, sorry 192 Kbps line at 2 Mbps price. I have asked you 4 times to do this already.

But I'm sure when it comes to debit order time, nothing will go wrong...
 
Ashtop said:
So after throttling me within 2 days of moving to uncapped 2 Mbps,

I have yet received feedback from Mweb on why my 5GB was deemed so excessive.
I am still being throttled.
I have not been moved back to 1 Mbps. Meaning I am still charged for the 2 Mbps, sorry 192 Kbps line at 2 Mbps price. I have asked you 4 times to do this already.

But I'm sure when it comes to debit order time, nothing will go wrong...
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Bounce the debit order... :)
 
Ashtop said:
So after throttling me within 2 days of moving to uncapped 2 Mbps,

I have yet received feedback from Mweb on why my 5GB was deemed so excessive.
I am still being throttled.
I have not been moved back to 1 Mbps. Meaning I am still charged for the 2 Mbps, sorry 192 Kbps line at 2 Mbps price. I have asked you 4 times to do this already.

But I'm sure when it comes to debit order time, nothing will go wrong...
Click to expand...

Good Day Ashtop,

MWEB manages the network to ensure that if offers customers the best possible experience for the bulk of the customer base. We are unfortunately not able to disclose our throttling thresholds as this information is competitive. Our Uncapped ADSL product range is geared towards lighter users who browse the internet, email etc. We recommend that customers wishing to engage in P2P and other data heavy activities subscribe to our Premium Uncapped ADSL range which is not throttled and caters for these specific needs.
 
MWEB Guy said:
Good Day Ashtop,

MWEB manages the network to ensure that if offers customers the best possible experience for the bulk of the customer base. We are unfortunately not able to disclose our throttling thresholds as this information is competitive. Our Uncapped ADSL product range is geared towards lighter users who browse the internet, email etc. We recommend that customers wishing to engage in P2P and other data heavy activities subscribe to our Premium Uncapped ADSL range which is not throttled and caters for these specific needs.
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Agreed... it helps your competition attract new clientele
 
So its a lottery? Pay your fee and hope for the best. Or can we term 5 GB as the limit for a month, as that is what you told me I would be judged on, monthly usage?

Why anyone would require 2 Mbps uncapped to browse the internet, email etc is beyond me. But you have a better view on the market, so good luck with that.

I would just like you to stop charging me for this product since I'm not allowed to use it.

Can you please do that ASAP.

Thanks
 
Sorry but I fail to understand how disclosing your throttling thresholds information is competitve???
How is it that Axxess can disclose theirs?

Does that mean you cant say because your competitor ISP's will copy you?
I have serious doubts about that.
 
I feel sorry for MWEB guy, he's an awesome rep getting a bad rap because of crappy policies
 
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