MWEB Uncapped ADSL Feedback - Part 2

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Don't try to beat the system, just move to a different system where the "rules" are a) clear, b) not as strictly enforced or c) don't exist.
 
zs6cey said:
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.
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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.
 
MWEB Guy said:
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.
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Still do not buy this. You making rules with no rule book!!!!!!!!!!!!!!!!!!!!

Give the parameters so we can plan usage. Without this, you are not being honest with us.
 
I completely disagree that other providers will send the same. I was with Openweb before you. I averaged over 100gb a month. The "ONLY" reason I joined M-Web in November was because I was a bit cash strapped and took the free months with a 6 month contract.
 
MWEB Guy said:
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.
Click to expand...

You are spewing lies my friend. Be open and honest, oh and by the way openweb doesnt THROTTLE OR SHAPE me based on personal usage
 
pjjdp said:
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.
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I'm not going to comment on the accuracy of your sums :), but I do think that your assumption that the bulk of these customers will cancel is way off the mark.

I would say that the majority of these excessive users are well aware of the fact that they fall into this category already.

Many of them have probably received some sort of warning already and may already have moved between providers because of the nature of their usage.

we're not changing the rules of the game, just the way we enforce them and in the long run if these users are able to limit their behavior appropriately they will find that they're still getting the most relaxed uncapped experience available on a superior network.
 
Myself and 2 colleagues got this email.

29.95 GB So far this month
Max : 178GB on my 1MB Premium.
I've been a loyal customer with them or 3 years now.

Vote with your wallet - I will when the notice period expires (an I won't have SEACOM **** !!)
 
MWEB Guy said:
I'm not going to comment on the accuracy of your sums :), but I do think that your assumption that the bulk of these customers will cancel is way off the mark.

I would say that the majority of these excessive users are well aware of the fact that they fall into this category already.

Many of them have probably received some sort of warning already and may already have moved between providers because of the nature of their usage.

we're not changing the rules of the game, just the way we enforce them and in the long run if these users are able to limit their behavior appropriately they will find that they're still getting the most relaxed uncapped experience available on a superior network.
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Hi,

I have never received any notification of my excessive usage, and therefore, am not aware that my usage was excessive. Please refrain from making generalizations!
 
Looks like many will cancel. I had a look at twitter and wow, lots and lots of complaints.

You say many have received prior warnings. Well I'm one of the others that did not get any prior warnings.

I also said on twitter that most of the "explanations"/"excuses" are vague. No real answers. How can we abide by a rule if we don't know what the rule is.

My request for cancellation has been sent already.
 
MWEB Guy said:
I'm not going to comment on the accuracy of your sums :), but I do think that your assumption that the bulk of these customers will cancel is way off the mark.

I would say that the majority of these excessive users are well aware of the fact that they fall into this category already.

Many of them have probably received some sort of warning already and may already have moved between providers because of the nature of their usage.

we're not changing the rules of the game, just the way we enforce them and in the long run if these users are able to limit their behavior appropriately they will find that they're still getting the most relaxed uncapped experience available on a superior network.
Click to expand...

http://puu.sh/3WQhj.png

Well you've lost at least 1 so far and I will be very clear with the reason for cancellation. This last mailer you sent out is just the straw that broke the camels back.
 
MWEB Guy said:
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.
Click to expand...

Not true... Afrihost has a leaderboard of who can download the most. Openweb doesn't care about your consumption as you're paying for UNCAPPED... Just my 2c but don't BS your customers with that
 
Soon there will be a News thread with the heading "M-Web receives backlash after sending abuse e-mails to 3% of their uncapped user base"

Wait for it






Wait for it





Wait for it
 
Received from M-Web now, I'm not sorry.




We are terribly sorry to see you wanting to leave MWEB.

We confirm receipt of your cancellation request, and your reference number is: [REF# 20130808***** ].

Please do not delete this reference number from the subject line (which is Cancellation - m********] ) in this email.
We will deal with the request (in line with our product terms and conditions), as soon as possible and send confirmation via your preferred method of communication as selected in the form, providing we have a fully completed cancellations form. Should your account be registered in the business name, also provide us with the company letterhead and a detailed cancellation instruction from the primary contact person as registered for this account, as well as a copy of his/her ID.
Kind regards
MWEB Customer Care
 
I have never received a warning before today either.

Thanks ill be moving as well. Already have trial accounts for the weekend.

Everyone I know who is using MWEB will likely follow suite, as they trust in my opinion. So -6 or so here.

Well played
 
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