MWEB Uncapped ADSL Feedback - Part 2

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I was just now able to finally log into the game and play a bit, don't know what magic wand you people waved, but please keep it in the top drawer!
:D

Thanks.
 
MyWorld said:
I was just now able to finally log into the game and play a bit, don't know what magic wand you people waved, but please keep it in the top drawer!
:D

Thanks.
Click to expand...

Thanks for the update :)
 
MWEB Guy said:
peeryus, please refer to the following post by Will that may shed some light on the situation.

http://mybroadband.co.za/vb/showthread.php/451387-Mweb-1mb-uncapped-all-inclusive-R448-R339/page2

I agree completely this interim period has created a lot of customer confusion, not just for us but for all ISPS and it is very frustrating, but it's one of those devil and the deep blue sea situations.

As soon as Telkom announced the upcoming changes our customers were extremely eager to know how these changes would affect our product offerings.

We also had to deal with the fact that up until very recently the Telkom timeline on the upgrades was still reasonably vague and there was an expectation that 384k lines could move to 1mb in August as well.

We also had to ran some massive batch scripts to update the profiles on all our existing 384k products to make them 1mb capable. These are not changes you can run in a single evening and there are timing constraints as to when in the month you can do this.

Ultimately what we didn't want though was to end up in a situation where lines started getting upgraded and the legwork had not been done on our side to ensure that all our customers could immediately benefit from this.

So did we jump the gun a bit?

Perhaps so, but we haven't done so in a way that has any financial impact on our customers and our intention was simply to make sure that all our products and customers were ready to roll as soon as their speed upgrades kick in.

Yes the cheaper R339-00 product is there already and it is 1mb ready on MWEB's network, but it still provisions with a 384k line until Telkom update the speed profiles on that rental package.

The 1mb guys paying R488-00 will unfortunately have to stay there for a little while longer before they can move in one direction or the other.

Dropping to the package with the lower line rental effectively puts you on a '1mb ready' line and as of right now it's not yet possible to provision a 2mb line on Telkom's systems.

Rest assured that we share your sentiments and frustrations on this interim period and if there was a fast forward button to take us all to the end of October where everything made sense again we would happily press it

Kind Regards
Will
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Thanks for your reply MWEB Guy.

I understand your reasoning but don't you think it's slightly unfair that new customers pay less for a 1Mbps all inclusive than existing, loyal customers? Why don't you keep the 1Mbps all inclusive package for new customers at R488 instead of R339? Or instead upgrade existing 384 customers to the 1Mbps account of R488, then keep them on 1Mbps even after the upgrade (to 2Mbps) and refund them the (R488-R339) x no. of interim months till Telkom upgrade)?
 
peeryus said:
Thanks for your reply MWEB Guy.

I understand your reasoning but don't you think it's slightly unfair that new customers pay less for a 1Mbps all inclusive than existing, loyal customers? Why don't you keep the 1Mbps all inclusive package for new customers at R488 instead of R339? Or instead upgrade existing 384 customers to the 1Mbps account of R488, then keep them on 1Mbps even after the upgrade (to 2Mbps) and refund them the (R488-R339) x no. of interim months till Telkom upgrade)?
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Hi Peeryus

Thank you for your input we appreciate.it.
 
Although the answer makes sense... its hard to accept it. A new customer logging onto the site, wants 1MB uncapped, he clicks on it, and sees the price of R339. Exchanges already supports this. So what does a person get when signing a up for a new 1MB account? Only 384K?

When I phoned accounts, I asked to be dropped to 1MB, the lady then told me, the debit order was already loaded for the month, and so I will get a discount next month, IE, will only pay R190 next month as I was "overcharged" for this month. Is this then NOT so?
 
I upgraded from 384 to 1Mb when Mweb dropped the price.
I got a refund the 1st month and now pay less than I was paying.
I had to increase my line speed with Telkom though.
 
Well, it is ridiculous, I canceled my MWEB account a month or 2 ago, but retracted that, because I was promised 1 MB uncapped line for R339, now this.

Again, I understand the issue, but not in ONE conversation with anyone at MWEB I was told this. I was only told that I will het moved to the 1mb line, and then get refunded. Now have to pay more until BEST CASE October. I can't cancel, cause I need one month notice, by that time MWEB will HOPEFULLY implement thr R339 prices, and then I have to move back, meaning I'm saving nothing. FFS.
 
Morning MWEB Guy!

Haven't talked to you in a while, okay well nothing is happening, no one calls us, no one has fixed it, nothing! Been about 2 months, and we are actually tired of this! It seems to get worse everyday! Internet drops, dsl drops,everything! Now I know another person in Lonehill east (about 1-2km away) yet they get better stats than us, second of all yu guys just make up excuses that our neighbour 3-4 houses away is closer, they arent that much, not by 8db line attenuation (according to telkom technician) our line is so unstable, yet the same neighbours Internet doesn't drop for at least 2 weeks! We are actually considering canceling if this problem isn't resolved! The one technician mentioned that it's the line under the road, well telkom must come and pickup their lazy asses and fix the issue! You guys moved us from an ADSL2+ exchange to G.DMT which made it worse, and these issues never happened before! We use to have a nice (not really, but better) 55db attenuation! Now shouldmt telkom service get better and not worse


Please help
 
oliverwww said:
Morning MWEB Guy!

Haven't talked to you in a while, okay well nothing is happening, no one calls us, no one has fixed it, nothing! Been about 2 months, and we are actually tired of this! It seems to get worse everyday! Internet drops, dsl drops,everything! Now I know another person in Lonehill east (about 1-2km away) yet they get better stats than us, second of all yu guys just make up excuses that our neighbour 3-4 houses away is closer, they arent that much, not by 8db line attenuation (according to telkom technician) our line is so unstable, yet the same neighbours Internet doesn't drop for at least 2 weeks! We are actually considering canceling if this problem isn't resolved! The one technician mentioned that it's the line under the road, well telkom must come and pickup their lazy asses and fix the issue! You guys moved us from an ADSL2+ exchange to G.DMT which made it worse, and these issues never happened before! We use to have a nice (not really, but better) 55db attenuation! Now shouldmt telkom service get better and not worse


Please help
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Morning oliverwww

I checked the account and I have arranged for a Technical consultant to contact you regarding your on-going issues. When they contact you and you need them to contact you another time, let them know and they will reschedule.
 
Thanks MWEB Guy! Just one question, is it possible to move an all inclusive adsl package back to a data only and transfer our line to telkom without cost?
 
Hey, A quick question!

How long does it usually take to upgrade a ADSL line? I have completed the line speed upgrade request form a couple of days ago.
 
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