MWEB Uncapped ADSL Feedback - Part 2

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Is anyone else seeing huge drops in speed after making some big downloads (30GB+) on PSN? I am getting less than a gig of data coming down on a 2MB line overnight (+- 8 hours). Steam, Xbox Live seem to be fine, and my line speed test (even while the PS3 is downloading) are showing 1.6Mb speeds. By my estimate I should be downloading roughly 4GB in this time.

EDIT: This is on the Premium service, so there should not be any throttling.
 
Cleric said:
Is anyone else seeing huge drops in speed after making some big downloads (30GB+) on PSN? I am getting less than a gig of data coming down on a 2MB line overnight (+- 8 hours). Steam, Xbox Live seem to be fine, and my line speed test (even while the PS3 is downloading) are showing 1.6Mb speeds. By my estimate I should be downloading roughly 4GB in this time.

EDIT: This is on the Premium service, so there should not be any throttling.
Click to expand...

Good Day Cleric, are you saying you are only having trouble with PSN downloads?
 
Seems the time has come to leave M-Web. Just received an e-mail with the subject "We may have to slow down your Internet speeds"

I have a 1mb line. Sitting on 16gb this month so far.

Rest of e-mail

"Dear MWEB Customer

We want to ensure the best possible experience for our customers by managing the quality of our network. We monitor the usage on our network and make sure that customers are not abusing certain defined parameters. This is in line with our Acceptable Use Policy (AUP).

Your usage is close to exceeding these parameters. We will enforce our AUP from 1 September, and should you continue to show excessive usage patterns and therefore exceed these parameters, you will experience slower connection speeds (while we manage your bandwidth usage). As soon as your usage patterns stabilise your connection speeds will return to normal.

Here are some tips to avoid excessive usage:
1. Don't leave your connection running all day (downloading heavy content)
2. Know who is using your Internet connection and make sure it's secure
3. Or, upgrade to another MWEB package to accommodate your higher data usage.
Click here for faster line speed and higher data options.
Kind regards
The MWEB Team"




I have a 1mb line. Sitting on 16gb this month so far.

Stats for the last 12 months

Month Data Sent (MB) Data Received (MB) Total (MB)
Aug-13 5995.4 10046.7 16042.1
Jul-13 25207.47 78828.18 104035.64
Jun-13 22652.24 57901.84 80554.09
May-13 24288.21 62361.56 86649.77
Apr-13 31917.88 102978.57 134896.45
Mar-13 19218.11 113750.29 132968.4
Feb-13 8411.11 61706.89 70118
Jan-13 9159.42 68272.46 77431.88
Dec-12 13343.97 49226.57 62570.54
Nov-12 14783.53 63369.92 78153.45
 
pjjdp said:
... make sure that customers are not abusing certain defined parameters. This is in line with our Acceptable Use Policy (AUP)...
Click to expand...

+1 Received the same email and just spoke to three different people at Mweb who all did their best to convince me that the product is still not capped. This, in spite of the fact that the first person I spoke to had a look at my account and said "oh yes, you have averaged 340GB for the past couple of months". So I would like to hear if there is any way we can find out what the "defined parameters" are that we should avoid exceeding so that we are not in danger of having my line limited into oblivion
 
Just received the same email, and I cannot make sense of it.

Your usage is currently exceeding these parameters. From 1 September, if you continue to show excessive usage patterns, you will experience slower connection speeds (while we manage your bandwidth usage). As soon as your usage patterns stabilise your connection speeds will return to normal.
Click to expand...

Excuse me, what? This is the first time I've received such an email and I've been with mweb since mid 2009. I've used 47 GB this month, 90% of which is from http and 1080p streams, netflix, etc. Basically what Mweb is telling me is that I'm being punished for using their advertised uncapped service. They're telling me I can't spend 1-2hrs a night watching 1080p videos, they're telling me I can't download 12-18 GB sized games from Steam which I've paid for.

I can understand if it's used on unprioritised traffic such as torrents, but it isn't, I'm using it on their prioritised traffic. And now, I'm being shaped? Since last night I've been having 1-2k MS to everything, speeds at 2-3 KB/s, and this has been at different parts of the day, it's shaping. That's taking it to the point that my Internet is unusable, in fact, I get better quality with dial up at that point. This is disgraceful, pathetic and quite frankly stealing my money. Either someone has messed up their backend systems, since I know of 8 different people now that has received the same email in the past two days and experiencing the same issues. Either that or Mweb is going backwards. Either way, if I have the same problem next month onwards Mweb has lost a customer.
 
pjjdp said:
Seems the time has come to leave M-Web. Just received an e-mail with the subject "We may have to slow down your Internet speeds"

I have a 1mb line. Sitting on 16gb this month so far.

Rest of e-mail

"Dear MWEB Customer

We want to ensure the best possible experience for our customers by managing the quality of our network. We monitor the usage on our network and make sure that customers are not abusing certain defined parameters. This is in line with our Acceptable Use Policy (AUP).

Your usage is close to exceeding these parameters. We will enforce our AUP from 1 September, and should you continue to show excessive usage patterns and therefore exceed these parameters, you will experience slower connection speeds (while we manage your bandwidth usage). As soon as your usage patterns stabilise your connection speeds will return to normal.

Here are some tips to avoid excessive usage:
1. Don't leave your connection running all day (downloading heavy content)
2. Know who is using your Internet connection and make sure it's secure
3. Or, upgrade to another MWEB package to accommodate your higher data usage.
Click here for faster line speed and higher data options.
Kind regards
The MWEB Team"




I have a 1mb line. Sitting on 16gb this month so far.

Stats for the last 12 months

Month Data Sent (MB) Data Received (MB) Total (MB)
Aug-13 5995.4 10046.7 16042.1
Jul-13 25207.47 78828.18 104035.64
Jun-13 22652.24 57901.84 80554.09
May-13 24288.21 62361.56 86649.77
Apr-13 31917.88 102978.57 134896.45
Mar-13 19218.11 113750.29 132968.4
Feb-13 8411.11 61706.89 70118
Jan-13 9159.42 68272.46 77431.88
Dec-12 13343.97 49226.57 62570.54
Nov-12 14783.53 63369.92 78153.45
Click to expand...



Hi pjjdp

The letter was not sent based on your current usage, but rather looking at the trend over the past few months.

We have always enforced our acceptable usage policy however as from the 1st of September we will be changing the method for doing this on our Premium Products.

Rather than issue warnings and suspend services as we have done in the past we will instead be applying temporary speed limits to users with excessive behaviour, based on a rolling 30 day window.

We are confident that this will be a much more efficient way of doing things and should have a positive impact on the network experience for all of our customers.
 
So 91GB ave since Nov last year is excessive?

In that case, my cancellation is coming. I'm sure you will get a lot.
 
pjjdp said:
So 91GB ave since Nov last year is excessive?

In that case, my cancellation is coming. I'm sure you will get a lot.
Click to expand...

Hi pjjdp

The letter you received was to let you know that you *might* be impacted by this change.

A small change to your download behavior keeping things more evenly spread out will probably be all it takes to mean this never affects you at all. Sounds a lot easier than the hassle of changing service providers to me :)
 
MWEB Guy said:
Hi pjjdp

The letter you received was to let you know that you *might* be impacted by this change.

A small change to your download behavior keeping things more evenly spread out will probably be all it takes to mean this never affects you at all. Sounds a lot easier than the hassle of changing service providers to me :)
Click to expand...

I got the same email. My average was 350G. No one at MWEB can tell me what I need to reduce it to to ensure my 4Gbps speed. "Changing my behavior" means nothing unless you tell me to what I must change it to. Also on 4 Gig Premium Uncapped ADSL, so not sure what you want me to change to?

I am also out - looking for new ISP. Got to be easier than not knowing what speed I will be paying for on the 1 Sept.
 
hobgob said:
Just received the same email, and I cannot make sense of it.



Excuse me, what? This is the first time I've received such an email and I've been with mweb since mid 2009. I've used 47 GB this month, 90% of which is from http and 1080p streams, netflix, etc. Basically what Mweb is telling me is that I'm being punished for using their advertised uncapped service. They're telling me I can't spend 1-2hrs a night watching 1080p videos, they're telling me I can't download 12-18 GB sized games from Steam which I've paid for.

I can understand if it's used on unprioritised traffic such as torrents, but it isn't, I'm using it on their prioritised traffic. And now, I'm being shaped? Since last night I've been having 1-2k MS to everything, speeds at 2-3 KB/s, and this has been at different parts of the day, it's shaping. That's taking it to the point that my Internet is unusable, in fact, I get better quality with dial up at that point. This is disgraceful, pathetic and quite frankly stealing my money. Either someone has messed up their backend systems, since I know of 8 different people now that has received the same email in the past two days and experiencing the same issues. Either that or Mweb is going backwards. Either way, if I have the same problem next month onwards Mweb has lost a customer.
Click to expand...

Hi Hobgob

these mailers were only sent out today to a very small group of customers, making up less than 3% of our subscribers. The list was compiled based on average usage patterns over the last few months with the intention of making sure that customers likely to be impacted by the change in the manner in which we are enforcing the policy have time to adjust their behavior before the system kicks in from the 1st of September.

We understand that this comes as a suprise and that some people are always going to be unhappy when you make changes, but we honestly feel that this is the best move to ensure that MWEB maintains a world class network experience that all of our customers can enjoy.

We're not asking you to stop enjoying the uncapped experience and count every byte that you download. Just take a more sensible approach to unattended bulk downloads. Spread things out a bit more and try to consider the impact that your usage is having on other customers to avoid the unpleasantness of having your speeds temporarily reduced.
 
MWEB Guy said:
Hi Hobgob

these mailers were only sent out today to a very small group of customers, making up less than 3% of our subscribers. The list was compiled based on average usage patterns over the last few months with the intention of making sure that customers likely to be impacted by the change in the manner in which we are enforcing the policy have time to adjust their behavior before the system kicks in from the 1st of September.

We understand that this comes as a suprise and that some people are always going to be unhappy when you make changes, but we honestly feel that this is the best move to ensure that MWEB maintains a world class network experience that all of our customers can enjoy.

We're not asking you to stop enjoying the uncapped experience and count every byte that you download. Just take a more sensible approach to unattended bulk downloads. Spread things out a bit more and try to consider the impact that your usage is having on other customers to avoid the unpleasantness of having your speeds temporarily reduced.
Click to expand...

Is streaming unattended bulk downloads?
 
MWEB Guy said:
Hi pjjdp

The letter you received was to let you know that you *might* be impacted by this change.

A small change to your download behavior keeping things more evenly spread out will probably be all it takes to mean this never affects you at all. Sounds a lot easier than the hassle of changing service providers to me :)
Click to expand...


I don't see it that way. I see the word "will" used here. I said I "will" cancel, not *might* cancel. Huge difference.

"We will enforce our AUP from 1 September, and should you continue to show excessive usage patterns and therefore exceed these parameters, you will experience slower..... "
 
MWEB Guy said:
We're not asking you to stop enjoying the uncapped experience and count every byte that you download. Just take a more sensible approach to unattended bulk downloads. Spread things out a bit more and try to consider the impact that your usage is having on other customers to avoid the unpleasantness of having your speeds temporarily reduced.
Click to expand...

You sill not saying anything. You asking us to play by rules but not giving us the rule book.

I, for one, do not do bulk downloads. We watch some Youtube and maybe a movie or two.

I am not unhappy with what you want to do, but give us the rules so we can help you achieve the required effect, that is all we ask.
 
MWEB Guy said:
Hi Hobgob

these mailers were only sent out today to a very small group of customers, making up less than 3% of our subscribers. The list was compiled based on average usage patterns over the last few months with the intention of making sure that customers likely to be impacted by the change in the manner in which we are enforcing the policy have time to adjust their behavior before the system kicks in from the 1st of September.

We understand that this comes as a suprise and that some people are always going to be unhappy when you make changes, but we honestly feel that this is the best move to ensure that MWEB maintains a world class network experience that all of our customers can enjoy.

We're not asking you to stop enjoying the uncapped experience and count every byte that you download. Just take a more sensible approach to unattended bulk downloads. Spread things out a bit more and try to consider the impact that your usage is having on other customers to avoid the unpleasantness of having your speeds temporarily reduced.
Click to expand...

So you are about to loose about 6000 customers?

ITWeb reported in Dec 2012 that M-Web has over 300000 clients of which 65% is uncapped adsl. 65% of 300000 is 195000 so 3% of that is 5850.
 
pjjdp said:
"We will enforce our AUP from 1 September, and should you continue to show excessive usage patterns and therefore exceed these parameters, you will experience slower..... "
Click to expand...

MWeb Guy - What are the parameters? Not much to ask in light of the severity of the consequences if we do not meet them?

Just say, at 100G on a 4G line, you will be penalized than we know how to manage the usage. Just be open with us.
 
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