MWEB Uncapped ADSL Feedback - Part 2

[Seriously]

MWeb has been odd this year, if my experience finally goes fully to S next month I WILL cancel. I'd cancel right now but I don't actually have the money to buy another router yet.... the one I got from MWeb years ago is still locked to MWeb. After years of being treated with disrespect beneath a veneer of politeness for appearances this really will be the last straw for me.

If you take the router to an mweb office they will reflash it to open it up for free or you can request the firmware from their support department.

what model is it?

 

[StevenC]

Here is the form for anyone else that needs it. https://docs.google.com/file/d/1yml...Gep2uiuVpY8AaTpNvJIQZeNH7rN8/edit?usp=sharing

Thanks!

MWEB has an extremely useless website where that is not easy to find. My Account keeps looping back to Uncapped ADSL, even after signing in. Probably from the massive DDOS of customers cancelling. MWEB, bringing you the 90's...today. Only ISP that uses fax still?

 

[rambo919]

If you take the router to an mweb office they will reflash it to open it up for free or you can request the firmware from their support department.

what model is it?

Billion 7401VGP, got a "unlocked" firmware at one point from MWebGuy but it did not change a thing. Nowhere close to a city so no mweb office or shop or whatever for me.

 

[Salazzar]

Regarding the requests for a numeric limit guys please understand that this was the first question we anticipated when deciding on this change and its probably the one question that we can't answer.

The manner in which we apply the policy is based on a combination of network performance factors coupled with a 30 day rolling usage window for the individual user.

You will find that if you look at the acceptable usage policy of other providers, none of them publish a fixed numeric limit because none of them apply the policy in this way.

What I can assure you of is that the parameters we are applying affect less than 3% of our customers and our goal remains to ensure that our premium uncapped products provide the most superior and unrestricted Internet experience possible.

The unfortunate truth, if you have received one of these letters, is that your usage would most likely be deemed excessive by any of the uncapped providers in the market and you would find yourself subject to some sort of restrictions even if you move providers.

A customer goes to MacDonald to eat. While making an order, he asks for a strawberry milk shake and the attendant (Mrs. Khumalo), gives him a chocolate one, she refuses to exchange it and shout at the customer.

He then goes to complain to the manager about her behaviour, the manager in is turn explains that she is a good employee, and that things like this have only happened to a few customers.

We are not getting 100% of the speed promised and on top of that, we are now being throttled. it's time to move away

 

[Hummercellc]

I cancelled all my accounts all but one, because I am still in a contract.

Mweb is losing R 3599 a month from me, because they treated me like dirt, and once my contract is up, I will be cancelling my Business Account.....

 

[mister]

I've done 3.4TB over the past 12 months, but received no email? is that below threshold for a 4mbps premium account?

 

[StevenC]

MWEBGuy - I understand you are going to get a lot of flack over the next few days/weeks/months, and you don't really deserve it as you have tried to be a help but unfortunately your bosses are smoking some good stuff...

Can you please tell me why an easy way to cancel is not apparent on the MWEB website? Besides the obvious of course. Also, I would like to cancel ASAP. I have already signed on with another ISP.

 

[MagicDude4Eva]

Here is the form for anyone else that needs it. https://docs.google.com/file/d/1yml...Gep2uiuVpY8AaTpNvJIQZeNH7rN8/edit?usp=sharing

Thanks for the form. BTW: Since Mweb decided to send out the notification on the 8th and has with the email already indicated that your service will degrade 1st September, as a consumer you have every right to not honour the 30 day cancellation period. In my case I am submitting cancellation and put a stop on the debit order with the bank. Mweb still owes me refunds for a botched Telkom ADSL bundle migration which I will never see - so just be aware of it.

 

[wingnut771]

Thanks for the form. BTW: Since Mweb decided to send out the notification on the 8th and has with the email already indicated that your service will degrade 1st September, as a consumer you have every right to not honour the 30 day cancellation period. In my case I am submitting cancellation and put a stop on the debit order with the bank. Mweb still owes me refunds for a botched Telkom ADSL bundle migration which I will never see - so just be aware of it.

Careful with this approach as these corporate cretins won't hesitate to send you to the collections dept and sommer black list you, which is a huge mission to get out of, so just downgrade to 1GB capped @ R29 then cancel.

 

[MagicDude4Eva]

Careful with this approach as these corporate cretins won't hesitate to send you to the collections dept and sommer black list you, which is a huge mission to get out of, so just downgrade to 1GB capped @ R29 then cancel.

Not really - technically if you look at it it's a breach of contract and false advertising on their part. Fortunately for me I have ample written communication from Mweb that they do throttle/cap their uncapped service. So if I am really bored it's ASA and CPA for me. Not going to pay for another month and Mweb can be thankful that I will pay this month. As a consumer you should not be afraid of corporate bullies. Mweb is still in the wrong - unbelievable the PR disaster they caused with this type of nonsense and all the other ISPs are quietly laughing...

 

[Robin Hood]

A customer goes to MacDonald to eat. While making an order, he asks for a strawberry milk shake and the attendant (Mrs. Khumalo), gives him a chocolate one, she refuses to exchange it and shout at the customer.

He then goes to complain to the manager about her behaviour, the manager in is turn explains that she is a good employee, and that things like this have only happened to a few customers.

We are not getting 100% of the speed promised and on top of that, we are now being throttled. it's time to move away

...good symbolic answer, lol

 

[Shayd]

Regarding the requests for a numeric limit guys please understand that this was the first question we anticipated when deciding on this change and its probably the one question that we can't answer.

The manner in which we apply the policy is based on a combination of network performance factors coupled with a 30 day rolling usage window for the individual user.

You will find that if you look at the acceptable usage policy of other providers, none of them publish a fixed numeric limit because none of them apply the policy in this way.

What I can assure you of is that the parameters we are applying affect less than 3% of our customers and our goal remains to ensure that our premium uncapped products provide the most superior and unrestricted Internet experience possible.

The unfortunate truth, if you have received one of these letters, is that your usage would most likely be deemed excessive by any of the uncapped providers in the market and you would find yourself subject to some sort of restrictions even if you move providers.

The trade off mweb guy is that those other providers are cheaper. I believe the reason people are annoyed is that you folks are charging a premium price and offering the same product now.

Webafrica, Telkom, Afrihost, Cybersmart are all charging less than you for the same product. So yes, now that you throttle premium accounts please don't be surprised if you haemorrhage clients.

I understand this isn't your fault so we shouldn't aim our anger at you. But your organisation has clearly gone to the Xbox One school of public relations.

 

[MWEBHelp]

I have to say, with all the devious behavior from MWEB in the last few years and my intelligence being insulted numerous times.... This "we are spanking you but refuse to say why" is the most insulted I have been yet. I am actually using less percent BW than last year since I turn my PC off when I go to sleep, so I ONLY download during daytime at shaped speeds. This has been the status quo for months on end and suddenly this? How the F! How the F can I possibly with my measly 1MB line be an abuser that strains the network?

MWeb Guy I understand you have to feed us the complete and utter BS Company Line but if you continue to call us idiots that need to have everything regulated for us in a totally un-transparent manner be prepared for problems simply for being the biggest ASS you have been till now. If you make a change you do it properly and properly inform people of the details PUBLICLY and not half-arsed hidden away like this.

Hi rambo919

The letter was not sent based on your current usage, but rather looking at the trend over the past few months. It also states you might be impacted by this if you do not change your usage patterns.

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.

 

[MWEBHelp]

Not really - technically if you look at it it's a breach of contract and false advertising on their part. Fortunately for me I have ample written communication from Mweb that they do throttle/cap their uncapped service. So if I am really bored it's ASA and CPA for me. Not going to pay for another month and Mweb can be thankful that I will pay this month. As a consumer you should not be afraid of corporate bullies. Mweb is still in the wrong - unbelievable the PR disaster they caused with this type of nonsense and all the other ISPs are quietly laughing...

Hi MagicDude4Eva

The Acceptable Use Policy (AUP), which you agreed to outlines these rules and guidelines for fair network use. It also explains what steps we may take to limit the impact that a customer behaving in an abusive manner can have on the entire network.

 

[Lydon]

Cancelling in store is quick and easy guys If you're in a mall with an MWeb store just pop in. Many are going to have to wait out the calendar month's notice anyway.

 

[Necuno]

Hi MagicDude4Eva

The Acceptable Use Policy (AUP), which you agreed to outlines these rules and guidelines for fair network use. It also explains what steps we may take to limit the impact that a customer behaving in an abusive manner can have on the entire network.

"Just because" is not a good reason.

You, naspers and mweb should take a page from what happened to xbox one and their drm policies. "Just because" had to be changed because enough people got tired of being taken for a ride and painted as stupid who will just take it because it is microsoft.

Is their browsing now heavy?
Is their HD streaming now heavy?
Is their steam usages now heavy?
Is their development needs now heavy?

Internet back when we had our 14400, less and up too when more affordable capped internet arrived was mainly about bbs, warez and related. BUT you might find that your customers are not just that boy who lives in his mom's basement, the boy now has a family. That family has multiple devices, those devices are not just browsing email. That we are quite past just browsing email or in need for the bbs.

What happens if in my case I want to re-download a few games from steam, origin and uplay?

What happens if someone needs to update their iOS or god forbid are a developer and need a few SDKs?

The rolling window just isn't practical and it has been time and time again proven. If it was practical then please tell me why it is not so widely being implemented by both the mobile and the wired providers?

I can tell you now what happened:
Someone thought that this was a good idea, but that person really isn't the person who should have done so. This happens time and time again in a lot of companies where you get a person or persons making the choices that really shouldn't be making them... and guess what those are the tanker choices.

I'd wager that this is coming from someone new in the field or someone who think they have the know-how to do so. The new broom, but its a broken broom TBH.

 

[MagicDude4Eva]

Hi MagicDude4Eva

The Acceptable Use Policy (AUP), which you agreed to outlines these rules and guidelines for fair network use. It also explains what steps we may take to limit the impact that a customer behaving in an abusive manner can have on the entire network.

TBH (and your legal guys will explain this as well), I signed up for a service which was markted as a Premium Uncapped Service without any restrictions. As per various emails I have in possession from both sales- and technical staff from Mweb the product was never going to be capped based on usage which you are now trying to enforce. So in essence your terms of contract are changing once you start throttling and as such you are in breach. Aside from the marketing disaster you have caused yourself, now continuing to threaten people or not being helpful (and honestly I have never seen so much arrogance in a helpdesk as yours) is really not helpful either.

If your executives run an ISP business without transparency and now send an email on the 8th of the month and then expect customers to only give notice with 30th September will just further damage your credibility and reputation. TBH if you see those 3-4% internet abusers as "no-good-customers" in any case, why making it more difficult to have them leave. If the customers have received the email are not profitable (and this is the only reason why you would send such an email) to your business then don't prolong the inevitable.

For me, cancellation mail has been sent and no, I will not pay beyond 31st August ;-)

 

[MWEBHelp]

I've done 3.4TB over the past 12 months, but received no email? is that below threshold for a 4mbps premium account?

Good Morning, please provide me the account username and I will provide you more feedback via private messaging.

 

[weeswolf]

Hi MagicDude4Eva

The Acceptable Use Policy (AUP), which you agreed to outlines these rules and guidelines for fair network use. It also explains what steps we may take to limit the impact that a customer behaving in an abusive manner can have on the entire network.

The AUP is vague and ambiguous when it comes to defining "a customer behaving in an abusive manner". If you are going to punish somebody for breaking a rule, by law you are required to define that rule in tangible and measurable terms. It's really as simple as that.

 

[pjjdp]

Cancelling in store is quick and easy guys If you're in a mall with an MWeb store just pop in. Many are going to have to wait out the calendar month's notice anyway.

I'm doing what someone else suggested. Downgrade to a 1gb capped product. Then cancel. I did not get my cancellation form from M-Web yet. So will be following this route. At least I will not sit with a useless uncapped product next month.