MWEB Uncapped ADSL Feedback - Part 2

[oober]

So can we expect some sort of refund while there service is unusable? I'm very tempted to just block their next debit order...

 

[Fulcrum29]

So let me get this straight....South African ISP's don't offer any SLA on there products? The only thing i see on there T&C's are "Best Effort Service" So no Service Level Agreement and overpriced to maximize profits and during times of outage they blame others on the time frames and when asked about redundancies there replies are copied and Pasted "Connections may be affected looking for alternatives". Sure you are.....
We went from 30% redundancy to today's 45%? That's so bad it's hard to believe

Depends on what is included within the SLA, business accounts will usually have an uptime threshold which means they will provide additional bandwidth during the main backbone downtime and priority on much needed ports etc.

Standards accounts do not include any SLA, should it be an option it will most likely be expensive. Remember an SLA means that both the client and customer can meet to agreed terms and conditions which are usually already set out by the service/product.
In our industry SLA’s is customised according to the needs and capacity.

Also in my last conversation with Mweb prior to everyone starting to complain is that should we have local connectivity or any connectivity they do not regard it as downtime, even though international is partly degraded according to them…

 

[Fulcrum29]

So can we expect some sort of refund while there service is unusable? I'm very tempted to just block their next debit order...

Then they will lawyer up...

 

[GarethY]

23-03-2013 09:09 AM

Hi guys, we are in the final stages of arranging alternative bandwidth. Hang in there we should be back to full capacity by early afternoon.

MWEB Guy,

According to this statement, you should have had alternative bandwidth in place 48 hours ago. What happened to this promise?

 

[MWEBHelp]

Hi Everyone great news

Seacom has been able to secure additional international capacity for MWEB on an alternative route. We are now running at almost 90% of our total requirement. We hope to have the remaining capacity in place within the next few days. Thank you once again for your patience during this outage.

 

[NarcoticJ]

Depends on what is included within the SLA, business accounts will usually have an uptime threshold which means they will provide additional bandwidth during the main backbone downtime and priority on much needed ports etc.

Standards accounts do not include any SLA, should it be an option it will most likely be expensive. Remember an SLA means that both the client and customer can meet to agreed terms and conditions which are usually already set out by the service/product.
In our industry SLA’s is customised according to the needs and capacity.

Also in my last conversation with Mweb prior to everyone starting to complain is that should we have local connectivity or any connectivity they do not regard it as downtime, even though international is partly degraded according to them…

"Standards accounts do not include any SLA" (My place in the UK has standard ADSL with SLA of 48hours)
"should it be an option it will most likely be expensive" (I hear this a lot when it comes to SA companies)
"In our industry SLA’s is customised according to the needs and capacity" (Of who? The company or the customer?)
"international is partly degraded" (That' debatable )

Thank for the into. Was really wondering how it works.

 

[PurSpyk!!]

Hi Everyone great news

Seacom has been able to secure additional international capacity for MWEB on an alternative route. We are now running at almost 90% of our total requirement. We hope to have the remaining capacity in place within the next few days. Thank you once again for your patience during this outage.

Will test this when I get home, I have almost run out of free accounts

 

[savage]

Well things are definately a bit better... But alas - too little too late... You've screwed me over one time too many now

 

[Mike Hoxbig]

Hi Everyone great news

Seacom has been able to secure additional international capacity for MWEB on an alternative route. We are now running at almost 90% of our total requirement. We hope to have the remaining capacity in place within the next few days. Thank you once again for your patience during this outage.

That's good to hear, but the bigger concern is whether this same charade will happen the next time Seacom inevitably goes down. You guys have lost the trust of a lot of people, having not secured sufficient backup capacity for such an eventuality.

 

[P.C.I.]

Service delivery and service promise to consumers and clients is BAD, myself i am on Mweb 4mbps uncapped and thinking to go over to access 10mbps uncapped.
Atleast then they can deliver on the rated statistics.

Mweb guy, when will this "alternative" method be put in place, because on Friday when i phoned and again on saturday consultant said newest update was on Saturday, and i told her that if it still same by monday\tuesday i am cancelling and migrating to other ISP.

Eagerly awaiting your response.
BTW my other username is Xander8807.

I have been having issues now for almost a month and cannot see why i need to pay full amount or keep this month to month contract

 

[NarcoticJ]

Hi Everyone great news

Seacom has been able to secure additional international capacity for MWEB on an alternative route. We are now running at almost 90% of our total requirement. We hope to have the remaining capacity in place within the next few days. Thank you once again for your patience during this outage.

I'm still leaving Mweb but for what it's worth it seems to be flying again "Touch wood" Now why wasn't this in place on Friday when the Seacom hit the fan?

 

[P.C.I.]

Will go test also when i am home, and if no change bye bye mweb then.

I'm still leaving Mweb but for what it's worth it seems to be flying again "Touch wood" Now why wasn't this in place on Friday when the Seacom hit the fan?

 

[AthenianOwl]

Hi Everyone great news

Seacom has been able to secure additional international capacity for MWEB on an alternative route. We are now running at almost 90% of our total requirement. We hope to have the remaining capacity in place within the next few days. Thank you once again for your patience during this outage.

Thanks for the wonderful news. One important question - When will file sharing be enabled again?

 

[P.C.I.]

Cause some of the users actually have been struggeling with their connection for about a month and getting sick of the back and forth from mweb and telkom

Thanks for the wonderful news. One important question - When will file sharing be enabled again?

 

[nihilist]

MWEB Guy, please can you get your team to look at Gmail and other Google services. Youtube is working but Gmail is still pants slow.

So is Soundcloud and some other commonly used places.

 

[MagicDude4Eva]

Section 54 of the CPA (Consumer’s rights to demand quality service) makes it very clear that you are entitled to a pro-rated refund:

54. (1) When a supplier undertakes to perform any services for or on behalf of a consumer, the consumer has a right to—
(a) the timely performance and completion of those services, and timely notice of any unavoidable delay in the performance of the services;
(b) the performance of the services in a manner and quality that persons are generally entitled to expect;
(c) the use, delivery or installation of goods that are free of defects and of a quality that persons are generally entitled to expect, if any such goods are required for performance of the services; and
(d) the return of any property or control over any property of the consumer in at least as good a condition as it was when the consumer made it available to the supplier for the purpose of performing such services, having regard to the circumstances of the supply, and any specific criteria or conditions agreed between the supplier and the consumer before or during the performance of the services.
(2) If a supplier fails to perform a service to the standards contemplated in subsection
(1), the consumer may require the supplier to either—
(a) remedy any defect in the quality of the services performed or goods supplied; or
(b) refund to the consumer a reasonable portion of the price paid for the servicesperformed and goods supplied, having regard to the extent of the failure.

MWeb has failed to provide a timely notification to users (the notification arrived only this morning - most uneducated users would have heard it by word of mouth).

I would log this as a fault to have it on record with MWeb and then wait and see how the remedy the problem. If Telkom, MTN, Eskom and SBSA are able to provide pro-rated refunds on similar SLA issues, it is certainly possible that MWeb should do the same.

 

[Mortiiy]

Additional costs already incurred to access internet reliably, cancellation still in place.
2nd request submitted to obtain required cancellation forms for timely debit cancellation.

This serves as part of my MWEB-Uncapped-ADSL-Feedback..

 

[Mephisto_Helix]

Hi Everyone great news

Seacom has been able to secure additional international capacity for MWEB on an alternative route. We are now running at almost 90% of our total requirement. We hope to have the remaining capacity in place within the next few days. Thank you once again for your patience during this outage.

That explains why I went from a 240 ping to American servers to 300 again ........ can I have the redundancy back again please, that seems to be "For Gamers" more than the initial product

 

[ScottulusMaximus]

Woohoo, torrents at 90kB/s and Origin was updating at 130kB/s... Seems we're back in business!!!

 

[Mortiiy]

And nope, I must not be part of the almost 90% improvement. Had to revert back to alternative non-MWEB account to post this..