MWEB Uncapped ADSL Feedback - Part 2

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Slartibartfast said:
So i checked up on my mweb adsl package when i heard about the new telkom rates.

Firstly, it turns out ive been reamed for the past few months because ive been paying R488 per month for 1meg uncapped but the advertized price is R339 ???

Called the help desk to upgrade my account to the new 2meg uncapped at R449 and after holding for about half an hour i was told in a 20 second conversation that i must send an e-mail to make the change (couldnt mweb mention this on their web site under the 'you may be eligible for an upgrade' section? it will save their customers a lot of time and phone costs)

I specifically mentioned in the e-mail that i want the 2meg at R449 but i just checked my account status and i am on the 'premium' R599 package.

I checked the speed on this 'premium' package and only get 1.7meg how much slower will it be on the non premium?

mweb have lost the plot, TELKOM HERE I COME...
Click to expand...

Good Evening, please note that the new products will only be launched tomorrow.

YOu could then inbox me your account details and I will have the relevant department process the downgrade, as per your request.
 
Thanks for the reply but that no excuse, if the new packages only start tomorrow mweb should have waited and informed me that the change to the package i requested will only take place on the first.

I have already sent a second e-mail to inform them of the error so hopefully they will correct it but if not thanks for your offer to contact you.
 
Slartibartfast said:
Thanks for the reply but that no excuse, if the new packages only start tomorrow mweb should have waited and informed me that the change to the package i requested will only take place on the first.

I have already sent a second e-mail to inform them of the error so hopefully they will correct it but if not thanks for your offer to contact you.
Click to expand...

We did provide the release date via the My Broadband press release.

However, we should have provided you the feedback telephonically.

you know where to find me should you need any help to change products.
 
Mweb guy, in your opinion would I be throttled if I move from my current package (old 1 megabit R488) to the basic 2 megabit package with my average DL per month being +- 100gigs and UL being +- 20gigs?
The reason I ask is because I don't want to plunge into the unknown with this, surely Mweb conducted some sort of market research that came up with actual numbers, or taking this against the current premium averages

Being throttled to 256kbps is NOT OK for uncapped internet, if I wanted that I would have signed up with axxess in 2010 instead of Mweb
 
Dont mean to harp on the issue, but relying on mbb to explain and clarify your product range is probably not a good idea, your staff should do this. Also, could you explain why i was never notified of the reduction in the 1mbps monthly subscription, not even an e-mail to my mweb e-mail account? i paid R150 extra for about 4 months.
 
Segg said:
Mweb guy, in your opinion would I be throttled if I move from my current package (old 1 megabit R488) to the basic 2 megabit package with my average DL per month being +- 100gigs and UL being +- 20gigs?
The reason I ask is because I don't want to plunge into the unknown with this, surely Mweb conducted some sort of market research that came up with actual numbers, or taking this against the current premium averages

Being throttled to 256kbps is NOT OK for uncapped internet, if I wanted that I would have signed up with axxess in 2010 instead of Mweb
Click to expand...

Good Evening, we do not have any specifics on throttling thresholds as yet, however I do understand that clients prefer having specific thresholds. I will definitely provide your feedback to the relevant management team.
 
Mortiiy said:
Experiencing sluggish/erratic international browsing. Hop 7 only abnormality i can see..... Please advise. Thanks

View attachment 35308
Click to expand...

Mortiiy said:
Here I am at the moment. Problem still the same as reported above (14 Jan 2013). I followed the Mweb advisement that 52 db attenuation may be causing this. Went through line provider to Telkom. (I will not go into details of what was reported and what the Telkom tech jobcard reported, unbelievable) All I can say is, the bucket gets passed....

Telkom technician made a home visit, tested the line etc. All good. No issue from his report.

So here I am back at Mweb. What is the next step?

I am getting slightly agitated. This is now the SECOND request of mine recently on this forum that has continued after reporting with no definite outcome. Previous issue was not being able to visit certain websites for long periods, just to have it available again after certain time of day. This, verified by another Mweb user, while a Telkom test account show no issue....

The most popular "fix" is refreshing a port, reset your router. Is this the main route of assist? I will soon have to replace my router power switch for excessive use...

Current problem is slow/sluggish browsing with 1st to 3rd hop pings of 6-7ms and download speeds are in perfect condition, browsing NOT, randomly showing high pings around the 6-7-8 Mweb hops.

Is this now just another problem that cannot be seen until it vanishes mysteriously, like a number of issues I notice here.??

Will this problem vanish into thin air at end of month? Shaping?? How long is the veil to be kept over our eyes before service provision matches the monthly payments taken unconditionally from the client?

Mortiiy
Click to expand...
MWEB Guy said:
Hi Mortiiy

By the sound of things I completely understand why you are agitated as your query is still not resolved.

I will log this with our technical specialist who will contact you and do more troubleshooting in order to assist in resolving the query.
Click to expand...

-------------------------------------------------------------------------------------------------

Day one of the new month, another prediction coming true. Here I have all services up and dandy.
Suggested root-cause of high line attenuation 52.5 db, still the same as always at 52.5db, with a nice Telkom charge attached to it having found nothing....

Not a peep from the Mweb technical specialist or anybody else.

Just another miracle!!!!!!! (sarcastic) or.... if fixed itself.....:erm:..?? :whistle:

You did it again Mweb Uncapped. Let me suffer through weeks of crappy browsing with NO resolve other than superficial suggestions while in the background......shaping/quotas/new launches (yes, I am being sarcastic... again)

Of course, my monthly Mweb debit order goes through with absolutely no delay....

NOTE: For the good citizens here, I apologize for my rant. This is not my normal self....:o
 
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Mortiiy said:
-------------------------------------------------------------------------------------------------

Day one of the new month, another prediction coming true. Here I have all services up and dandy.
Suggested root-cause of high line attenuation 52.5 db, still the same as always at 52.5db, with a nice Telkom charge attached to it having found nothing....

Not a peep from the Mweb technical specialist or anybody else.

Just another miracle!!!!!!! (sarcastic) or.... if fixed itself.....:erm:..?? :whistle:

You did it again Mweb Uncapped. Let me suffer through weeks of crappy browsing with NO resolve other than superficial suggestions while in the background......shaping/quotas/new launches (yes, I am being sarcastic... again)

Of course, my monthly Mweb debit order goes through with absolutely no delay....

NOTE: For the good citizens here, I apologize for my rant. This is not my normal self....:o
Click to expand...

Morning Mortiiy

Thanks for the feedback, appreciate it.

I'm still going to ask our Technical specialists to contact you regarding your query so that we can make sure everything is fine.
 
Segg said:
Mweb guy, in your opinion would I be throttled if I move from my current package (old 1 megabit R488) to the basic 2 megabit package with my average DL per month being +- 100gigs and UL being +- 20gigs?
The reason I ask is because I don't want to plunge into the unknown with this, surely Mweb conducted some sort of market research that came up with actual numbers, or taking this against the current premium averages
Click to expand...

I am in exactly the same position. Although I don't even do 100Gigs a month (about +- 20% less) going up to 2MB is definitely going to increase the amount I'll download, especially youtube and other online streaming. I could easily see my consumption go up to 150, maybe under 200Gigs.

Hey mweb guy, how about a new feature in the mweb my account interface under ADSL, something that plots your position amongst the 'average' for the month so you can see if you're in the top percentile that would be throttled. I think I could be one of those that would be an average downloader but still there is no real way of knowing.
 
@MwebGuy

Spiked again! Phone a different company with the same results

Pinging 8.8.8.8 with 32 bytes of data:
Reply from 8.8.8.8: bytes=32 time=792ms TTL=45
Request timed out.
Reply from 8.8.8.8: bytes=32 time=599ms TTL=45
Reply from 8.8.8.8: bytes=32 time=286ms TTL=45
Request timed out.
Reply from 8.8.8.8: bytes=32 time=290ms TTL=45
Reply from 8.8.8.8: bytes=32 time=716ms TTL=45
Reply from 8.8.8.8: bytes=32 time=668ms TTL=45
Reply from 8.8.8.8: bytes=32 time=629ms TTL=45
Request timed out.
Reply from 8.8.8.8: bytes=32 time=712ms TTL=45
Request timed out.
Reply from 8.8.8.8: bytes=32 time=281ms TTL=45
Request timed out.
Reply from 8.8.8.8: bytes=32 time=682ms TTL=45
Reply from 8.8.8.8: bytes=32 time=682ms TTL=45
Reply from 8.8.8.8: bytes=32 time=289ms TTL=45
Request timed out.
Reply from 8.8.8.8: bytes=32 time=289ms TTL=45
Reply from 8.8.8.8: bytes=32 time=626ms TTL=45
Reply from 8.8.8.8: bytes=32 time=284ms TTL=45
Request timed out.
Reply from 8.8.8.8: bytes=32 time=333ms TTL=45
Request timed out.
Reply from 8.8.8.8: bytes=32 time=834ms TTL=45
Reply from 8.8.8.8: bytes=32 time=302ms TTL=45
Reply from 8.8.8.8: bytes=32 time=829ms TTL=45
Reply from 8.8.8.8: bytes=32 time=621ms TTL=45
Reply from 8.8.8.8: bytes=32 time=260ms TTL=45
Reply from 8.8.8.8: bytes=32 time=606ms TTL=45
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=760ms TTL=45
Request timed out.
Reply from 8.8.8.8: bytes=32 time=329ms TTL=45
Request timed out.
Reply from 8.8.8.8: bytes=32 time=288ms TTL=45
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Request timed out.
Reply from 8.8.8.8: bytes=32 time=1425ms TTL=45
Reply from 8.8.8.8: bytes=32 time=1330ms TTL=45
Reply from 8.8.8.8: bytes=32 time=1452ms TTL=45
Reply from 8.8.8.8: bytes=32 time=1566ms TTL=45
Reply from 8.8.8.8: bytes=32 time=1454ms TTL=45
Reply from 8.8.8.8: bytes=32 time=261ms TTL=45
Reply from 8.8.8.8: bytes=32 time=246ms TTL=45
Reply from 8.8.8.8: bytes=32 time=1421ms TTL=45
Reply from 8.8.8.8: bytes=32 time=259ms TTL=45
Reply from 8.8.8.8: bytes=32 time=1510ms TTL=45
Reply from 8.8.8.8: bytes=32 time=1483ms TTL=45
Reply from 8.8.8.8: bytes=32 time=1362ms TTL=45
Reply from 8.8.8.8: bytes=32 time=246ms TTL=45
Reply from 8.8.8.8: bytes=32 time=1275ms TTL=45
Reply from 8.8.8.8: bytes=32 time=1389ms TTL=45

Traceroute

Tracing route to google-public-dns-a.google.com [8.8.8.8]
over a maximum of 30 hops:

1 <1 ms 1 ms <1 ms 192.168.4.50
2 2 ms 1 ms 1 ms 41-134-199-161.dsl.mweb.co.za [41.134.199.161]
3 132 ms 129 ms * 197-81-146-2.jhb.mweb.co.za [197.81.146.2]
4 479 ms 653 ms 146 ms 197-81-146-3.jhb.mweb.co.za [197.81.146.3]
5 559 ms 710 ms * tengig0-0-0-2.11.vic-p-1.mweb.co.za [196.22.169.
225]
6 641 ms 547 ms 70 ms tengig0-0-0.vic-pr-1.mweb.co.za [197.80.4.141]
7 495 ms 631 ms 138 ms 197-80-96-6.jhb.mweb.co.za [197.80.96.6]
8 688 ms 321 ms 804 ms 72.14.232.102
9 * * 589 ms 209.85.253.10
10 * 291 ms 789 ms 72.14.232.76
11 623 ms * 722 ms 209.85.254.114
12 * * * Request timed out.
13 816 ms 805 ms 325 ms google-public-dns-a.google.com [8.8.8.8]

Trace complete.

C:\Users\LCOM>tracert 8.8.8.8

Tracing route to google-public-dns-a.google.com [8.8.8.8]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.4.50
2 <1 ms 1 ms 1 ms 41-134-199-161.dsl.mweb.co.za [41.134.199.161]
3 550 ms 86 ms * 197-81-146-2.jhb.mweb.co.za [197.81.146.2]
4 573 ms 436 ms 650 ms 197-81-146-3.jhb.mweb.co.za [197.81.146.3]
5 107 ms * 115 ms tengig0-0-0-2.11.vic-p-1.mweb.co.za [196.22.169.
225]
6 * * 80 ms tengig0-0-0.vic-pr-1.mweb.co.za [197.80.4.141]
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 266 ms 1478 ms 1311 ms 72.14.232.76
11 249 ms 247 ms 253 ms 209.85.254.116
12 * * * Request timed out.
13 1410 ms 1478 ms 1192 ms google-public-dns-a.google.com [8.8.8.8]
 
I phoned another company I know with Mweb Business and they got the same results
 
Hi estiaanf

I will send this to our Business team so that they can look into it and be in contact with you. Please provide me via PM the contact details they should call and the contact person's name as well.
 
MWEB Guy said:
Hi estiaanf

I will send this to our Business team so that they can look into it and be in contact with you. Please provide me via PM the contact details they should call and the contact person's name as well.
Click to expand...


ignore mode on?
 
You know, no offense, but everytime I phone Mweb for support, they blame it on my telkom lines. Then I test my telkom lines with Afrihost, and they work super! I am tired of phoning Mweb for support, Phoned them 3 times in the last month and each time they send out telkom technicians with no results, |Telkom says the lines are super stable, with no problems, and I can confirm that when using the exact same lines on afrihost.
 
estiaanf said:
You know, no offense, but everytime I phone Mweb for support, they blame it on my telkom lines. Then I test my telkom lines with Afrihost, and they work super! I am tired of phoning Mweb for support, Phoned them 3 times in the last month and each time they send out telkom technicians with no results, |Telkom says the lines are super stable, with no problems, and I can confirm that when using the exact same lines on afrihost.
Click to expand...

Have you informed the support staff that you tested it with another account and your speeds are fine? I would like to escalate this to them, please provide me the contact details on the contact person, so that I can get a technical consultant to contact you.
 
MWEB Guy said:
Have you informed the support staff that you tested it with another account and your speeds are fine? I would like to escalate this to them, please provide me the contact details on the contact person, so that I can get a technical consultant to contact you.
Click to expand...

I litteraly tell them that everytime I phone them, and they still blame Telkom, Mweb is fine now again, latency seems stable, If it happens again ill send the details
 
Bar_Rat said:
Hi Mweb Guy

Just got home to find my speeds terrible.



Click to expand...

Good Afternoon Bar_Rat

Please change your username real to @dslmweb.co.za, as I would like to see if forcing a new IP connection makes a difference. I have also refreshed your account.
 
Even worse. wont even load speedtest.net

Is this the new "shaped" accounts now affecting "premium" members?





EDIT: Seems fixed now.

EDIT2: Spoke too soon. Dead again!
 
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