MWEB Uncapped ADSL Feedback - Part 2

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DavidJ said:
MWEB is seemingly insisting on billing me for two full months of very poor performance (low speeds, disconnects, timeouts, freezing downloads etc.) of their 4Mbps uncapped account - R539 x 2, over R1000 in exchange for failing to deliver a working product. And because of the poor performance we've had to purchase accounts from other ISPs, so ~ R2000 odd in all for two months Internet :/

We struggled for weeks and weeks trying to get their "technicians" to address the problems and they did nothing. By end November we gave up, now they insist on billing for December, for an unusably bad product.

My only advice is get out as fast as you can and cut your losses, every extra month is another month you will be billed for a non-working product.

(MWEB also tried to blame our equipment, it's not our equipment, multiple other ISP accounts work beautifully on the same router and line.)
Click to expand...

I have responded to your inbox message and I have escalated this matter.
 
Ah well another night of rubber bands :) I swear you guys were doing free advertising for CNA or something. As usual, delay on skills and NPCs jumping all over the place in underpopulated areas. Just had a quick whip around in guild chat, MWEB customers experiencing the same.

Complimentary Tracer performed using Netbalancer (recommended in another thread, awesome software) because I am determined to make sure nothing else is running besides GW2.

Tracing route to 206-127-159-116.plaync.com [206.127.159.116]
over a maximum of 30 hops:

1 4 ms 1 ms 1 ms 192.168.0.1
2 14 ms 12 ms 12 ms 41-135-70-1.dsl.mweb.co.za [41.135.70.1]
3 14 ms 13 ms 12 ms 197-84-8-10.cpt.mweb.co.za [197.84.8.10]
4 18 ms 13 ms 14 ms 197-84-3-2.cpt.mweb.co.za [197.84.3.2]
5 168 ms 162 ms 166 ms TenGigE0-7-0-2.12.cpt-p-2.mweb.co.za [196.28.178.114]
6 161 ms * 162 ms 197-84-4-33.cpt.mweb.co.za [197.84.4.33]
7 166 ms 160 ms 166 ms 197-84-4-193.cpt.mweb.co.za [197.84.4.193]
8 207 ms 161 ms 159 ms 176.67.177.131
9 165 ms 156 ms 159 ms xe-8-1-0.edge3.London1.Level3.net [195.50.124.133]
10 158 ms 160 ms 163 ms vl-3604-ve-228.csw2.London1.Level3.net [4.69.166.157]
11 162 ms 159 ms 166 ms ae-58-223.ebr2.London1.Level3.net [4.69.153.137]
12 171 ms 168 ms 168 ms ae-21-21.ebr2.Frankfurt1.Level3.net [4.69.148.186]
13 170 ms 167 ms 168 ms ae-72-72.csw2.Frankfurt1.Level3.net [4.69.140.22]
14 167 ms 168 ms 167 ms ae-2-70.edge6.Frankfurt1.Level3.net [4.69.154.74]
15 168 ms 166 ms 167 ms 195.16.161.58
16 168 ms 167 ms 167 ms 206-127-157-86.plaync.com [206.127.157.86]
17 174 ms 172 ms 175 ms 206-127-157-102.plaync.com [206.127.157.102]
18 * * * Request timed out.
 
StevenC said:
Ah well another night of rubber bands :) I swear you guys were doing free advertising for CNA or something. As usual, delay on skills and NPCs jumping all over the place in underpopulated areas. Just had a quick whip around in guild chat, MWEB customers experiencing the same.

Complimentary Tracer performed using Netbalancer (recommended in another thread, awesome software) because I am determined to make sure nothing else is running besides GW2.

Tracing route to 206-127-159-116.plaync.com [206.127.159.116]
over a maximum of 30 hops:

1 4 ms 1 ms 1 ms 192.168.0.1
2 14 ms 12 ms 12 ms 41-135-70-1.dsl.mweb.co.za [41.135.70.1]
3 14 ms 13 ms 12 ms 197-84-8-10.cpt.mweb.co.za [197.84.8.10]
4 18 ms 13 ms 14 ms 197-84-3-2.cpt.mweb.co.za [197.84.3.2]
5 168 ms 162 ms 166 ms TenGigE0-7-0-2.12.cpt-p-2.mweb.co.za [196.28.178.114]
6 161 ms * 162 ms 197-84-4-33.cpt.mweb.co.za [197.84.4.33]
7 166 ms 160 ms 166 ms 197-84-4-193.cpt.mweb.co.za [197.84.4.193]
8 207 ms 161 ms 159 ms 176.67.177.131
9 165 ms 156 ms 159 ms xe-8-1-0.edge3.London1.Level3.net [195.50.124.133]
10 158 ms 160 ms 163 ms vl-3604-ve-228.csw2.London1.Level3.net [4.69.166.157]
11 162 ms 159 ms 166 ms ae-58-223.ebr2.London1.Level3.net [4.69.153.137]
12 171 ms 168 ms 168 ms ae-21-21.ebr2.Frankfurt1.Level3.net [4.69.148.186]
13 170 ms 167 ms 168 ms ae-72-72.csw2.Frankfurt1.Level3.net [4.69.140.22]
14 167 ms 168 ms 167 ms ae-2-70.edge6.Frankfurt1.Level3.net [4.69.154.74]
15 168 ms 166 ms 167 ms 195.16.161.58
16 168 ms 167 ms 167 ms 206-127-157-86.plaync.com [206.127.157.86]
17 174 ms 172 ms 175 ms 206-127-157-102.plaync.com [206.127.157.102]
18 * * * Request timed out.
Click to expand...


Good Morning Steven C, we've tested GW2 on PC and cannot replicate the problem.

Please have a look at the following link to see if this helps you, if you are playing it on your console:

http://www.mweb.co.za/games/ViewNew...ops-2-latency-tips-tricks-possible-fixes.aspx
 
OrbitalDawn said:
Don't have them immediately on hand, but I think it's a Telkom issue again. It was down a day ago, on for a bit and now down again. Friends with Afrihost is also having issues.
Click to expand...

Thanks for the feedback, lets hope it gets resolved soon then.

EDIT: Morelleta park has now been added to our possible outages.
 
Last edited:
MWEB Guy said:
Good Morning Steven C, we've tested GW2 on PC and cannot replicate the problem.

Please have a look at the following link to see if this helps you, if you are playing it on your console:

http://www.mweb.co.za/games/ViewNew...ops-2-latency-tips-tricks-possible-fixes.aspx
Click to expand...

Thanks for that, unfortunately I am just a PC owner. I did try port forwarding on my Netgear DGN2200 but no luck there. The strange thing is it never used to be this bad, just when all the bad lag started happening near the end of October and it has never come right. Even just doing a small dynamic event where I am the only person following some NPCs has them jumping all over the place and the new character I am levelling is a ranger so I see the pet running all over the place as well. When I initiate combat it starts spiking and I see actual shot delays where it doesn't fire for 2 seconds then a stream of arrows go out then it lags again. I think I need to jump in to large scale PvP tonight or something to see how it handles in there.

Generally speaking, throughput in areas where I am in is a couple of KB/s, netting me like 4MB worth of download an hour. Latency spikes between 180ms and 400ms. Would you know if the Leatrix Latency fix is worth trying? I have set GW2 to highest priority bandwidth and there is almost nothing else running besides Panda Internet Security.

Will keep you posted.
 
Mweb guy, over the last 3 months I've been having the same issue with my connection, of which I'm sure you're aware. On the times that you've replied to my messages you've said it's not on Mweb's end, but more likely, Telkom -- your support guys agreed with that conclusion. In this time Telkom have come to my residence on two occasions, most recently yesterday, and have informed me that it's not on their end but, in fact, my ISP - the technician went on to state the other ISPs having bandwidth issues in my area, he also fired up a telkom account which had no issues with its latency/jitter.

I've been trying to inform Mweb support of these findings via the call center but, on four separate occasions, I've waited 15 minutes to get "put through" to a consultant (this part is annoying but understandable) it then rings, the usual "you're just about to speak to someone" ring, but no, it rings three times then absolute silence. Not phone-cut-out silence, no, more like "you've been through to an empty phone" silence. The silence continues indefinitely until I hang up. Obviously you can see why these two issues would be extremely frustrating.

I await your wise words.
 
Code-Red said:
Mweb guy, over the last 3 months I've been having the same issue with my connection, of which I'm sure you're aware. On the times that you've replied to my messages you've said it's not on Mweb's end, but more likely, Telkom -- your support guys agreed with that conclusion. In this time Telkom have come to my residence on two occasions, most recently yesterday, and have informed me that it's not on their end but, in fact, my ISP - the technician went on to state the other ISPs having bandwidth issues in my area, he also fired up a telkom account which had no issues with its latency/jitter.

I've been trying to inform Mweb support of these findings via the call center but, on four separate occasions, I've waited 15 minutes to get "put through" to a consultant (this part is annoying but understandable) it then rings, the usual "you're just about to speak to someone" ring, but no, it rings three times then absolute silence. Not phone-cut-out silence, no, more like "you've been through to an empty phone" silence. The silence continues indefinitely until I hang up. Obviously you can see why these two issues would be extremely frustrating.

I await your wise words.
Click to expand...

Hi

Thank you for the feedback, I'm really sorry to hear you were having trouble getting through to our contact center.
Please could you PM me your mweb account info so that I may look into this for you.
 
Ok is any one else having a slow down on their line in CPT tonight, cant get more than 2mb on 4mb line?
 
Code-Red said:
Mweb guy, over the last 3 months I've been having the same issue with my connection, of which I'm sure you're aware. On the times that you've replied to my messages you've said it's not on Mweb's end, but more likely, Telkom -- your support guys agreed with that conclusion. In this time Telkom have come to my residence on two occasions, most recently yesterday, and have informed me that it's not on their end but, in fact, my ISP - the technician went on to state the other ISPs having bandwidth issues in my area, he also fired up a telkom account which had no issues with its latency/jitter.

I've been trying to inform Mweb support of these findings via the call center but, on four separate occasions, I've waited 15 minutes to get "put through" to a consultant (this part is annoying but understandable) it then rings, the usual "you're just about to speak to someone" ring, but no, it rings three times then absolute silence. Not phone-cut-out silence, no, more like "you've been through to an empty phone" silence. The silence continues indefinitely until I hang up. Obviously you can see why these two issues would be extremely frustrating.

I await your wise words.
Click to expand...

Absolutely sick of this. As you will see from past messages in this thread, I live in the same area of Cape Town as Code-Red (Rondebosch) and have the exact same problem. Pings are fine early in the morning, afternoon/night games are unplayable, 1000 latency and even local pings >300ms. The last time I posted in this thread was last Saturday. I then received two calls from your technical specialists in the following 2 days. The issue was not resolved, which I reported to you, yet I have not heard from a technician since.

Here is yet another tracert

Tracing route to www.mweb.co.za [196.2.63.110]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 286 ms 326 ms 317 ms 41-133-112-1.dsl.mweb.co.za [41.133.112.1]
3 333 ms 344 ms 359 ms 197-84-8-82.cpt.mweb.co.za [197.84.8.82]
4 407 ms 409 ms 448 ms 197-84-2-2.cpt.mweb.co.za [197.84.2.2]
5 563 ms 544 ms 549 ms 196.28.178.66
6 265 ms 276 ms 291 ms cte-core-sw2.vwol.net [196.41.144.35]
7 351 ms 376 ms 386 ms www.mweb.co.za [196.2.63.110]

Trace complete.
 
Dysphoric said:
Absolutely sick of this. As you will see from past messages in this thread, I live in the same area of Cape Town as Code-Red (Rondebosch) and have the exact same problem. Pings are fine early in the morning, afternoon/night games are unplayable, 1000 latency and even local pings >300ms. The last time I posted in this thread was last Saturday. I then received two calls from your technical specialists in the following 2 days. The issue was not resolved, which I reported to you, yet I have not heard from a technician since.

Here is yet another tracert

Tracing route to www.mweb.co.za [196.2.63.110]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 286 ms 326 ms 317 ms 41-133-112-1.dsl.mweb.co.za [41.133.112.1]
3 333 ms 344 ms 359 ms 197-84-8-82.cpt.mweb.co.za [197.84.8.82]
4 407 ms 409 ms 448 ms 197-84-2-2.cpt.mweb.co.za [197.84.2.2]
5 563 ms 544 ms 549 ms 196.28.178.66
6 265 ms 276 ms 291 ms cte-core-sw2.vwol.net [196.41.144.35]
7 351 ms 376 ms 386 ms www.mweb.co.za [196.2.63.110]

Trace complete.
Click to expand...

Good Morning, the tracers you've provided show's a big jump in latency on the second hop. I have checked the previous tracers you've provided and it illustrates something similar. At the time, there was a Network problem on telkoms side and this has since been cleared.

Please provide me another tracer to bbc.co.uk and speed test results and I will log technical call back. We can then ascertain the times your internet runs slower and log a fault with Telkom to check for congestion (as this is what I think is causing your problem).
 
AmonRe said:
Ok is any one else having a slow down on their line in CPT tonight, cant get more than 2mb on 4mb line?
Click to expand...

Good Morning AmonRe, which traffic are you obtaining 2MB speeds on? Also please provide me the username you are currently connecting with.
 
I have an 4MB uncapped account with MWEB, with the line managed by MWEB as well. As a matter of interest I did a trace to bbc.co.uk, and here is the result. Is it good or bad?
Tracing route to bbc.co.uk [212.58.241.131]
over a maximum of 30 hops:

1 1 ms 1 ms 2 ms 192.168.1.1
2 12 ms 11 ms 12 ms 41-132-72-1.dsl.mweb.co.za [41.132.72.1]
3 13 ms 18 ms 14 ms tengig-0-0-0-104.vic-ipc-2.mweb.co.za [196.22.163.218]
4 14 ms 26 ms 21 ms vl-92.vic-hscore-1.mweb.co.za [196.22.189.2]
5 206 ms 205 ms 212 ms tengig0-0-0-2.11.vic-p-2.mweb.co.za [196.22.169.226]
6 205 ms 215 ms 207 ms pos0-3-0-0.lon-up-1.mweb.co.za [197.80.5.9]
7 202 ms 204 ms 204 ms 176.67.177.131
8 202 ms 237 ms 202 ms xe-8-1-0.edge3.London1.Level3.net [195.50.124.133]
9 235 ms 213 ms 202 ms vl-3504-ve-118.csw1.London1.Level3.net [4.69.166.141]
10 205 ms 203 ms 209 ms ae-1-51.edge4.London1.Level3.net [4.69.139.74]
11 202 ms 210 ms 211 ms BBC-TECHNOL.edge4.London1.Level3.net [212.113.14.222]
12 * * * Request timed out.
13 208 ms 203 ms 208 ms ae1.er01.thdow.bbc.co.uk [132.185.254.18]
14 204 ms 219 ms 222 ms 132.185.255.92
15 220 ms 229 ms 207 ms 212.58.241.131

Trace complete.
http://www.speedtest.net/result/2360631328.png
 
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