MWEB Uncapped ADSL Feedback - Part 3

[bekdik]

I think if I was downloading too much, I would have been notified already. I am using 4mbps

But you don't know. And there's the problem.

That's why I'm moving to a package where I can predict what I'm going to get rather than having to guess what's happening. And now that I've been forced to look at alternative uncapped, I find that there are better looking options apart from the lack of certainty.

 

[Paul Hjul]

Yes I am very well aware of the products: What I am also aware of is that a customer on 1 Meg is on a Premium account.
What I am confirming is that you are migrating customers - under the guise of an upgrade - from a premium product to a standard product.
There is a pattern of behaviour worth confirming while preparing for round 2 of a long and arderous escalation process

 

[Syphonx]

60GB this month, no throttle notice.

They notify you by throttling your internet to dial up, let us know when that happens. Hope you have a 1GB afrihost account at the ready

 

[Fudzy]

They notify you by throttling your internet to dial up, let us know when that happens. Hope you have a 1GB afrihost account at the ready

Well I've been checking my CP on their site too.

 

[nelis]

So I'm on Openweb trial account 6mb GOLD(orange) I think. So far so good. Even international latency has improved a bit. During the day my torrents downloads is a bit slow but what do you expect. i get aboutt 100-200+KB/s during day but between 4-5pm i see less and less shaping and after 5pm my torrents is going full speed. So I think next month i'm going to move to Openweb gold.

 

[CarterSA]

@ Mweb Guy

Just got a call from you guy to upgrade back to my old acc (2meg std > 1meg Premium)
Just checked my mweb cp show that im still throttled, is this correct? I was unaware that my acc would stay throttled.

 

[MWEBHelp]

@ Mweb Guy

Just got a call from you guy to upgrade back to my old acc (2meg std > 1meg Premium)
Just checked my mweb cp show that im still throttled, is this correct? I was unaware that my acc would stay throttled.

Good day, please change your username realm on your router interface to @mweb.co.za and let me know if anything changes.

 

[Pansyfaust]

Okay, so is there a 1 Meg Premium account through mweb?

 

[CarterSA]

Good day, please change your username realm on your router interface to @mweb.co.za and let me know if anything changes.

Order has been restored, thank you mweb guy for the assistance.

 

[MWEBHelp]

Okay, so is there a 1 Meg Premium account through mweb?

Hi Pansyfaust

Yes, there is : http://www.mweb.co.za/productspricing/2/Home/ADSL/PremiumUncappedADSL.aspx

 

[Pansyfaust]

Hi Pansyfaust

Yes, there is : http://www.mweb.co.za/productspricing/2/Home/ADSL/PremiumUncappedADSL.aspx

Then whats the standard 1 meg? And why is a premium 1 meg account throttled? Also is the 2 meg premium a throttled account as in the description it does not say if it is ir is not?

 

[MWEBHelp]

Then whats the standard 1 meg? And why is a premium 1 meg account throttled? Also is the 2 meg premium a throttled account as in the description it does not say if it is ir is not?

Hi Pansyfaust


Speed limiting is done on both Standard & Premium.

Premium will only be speed limited as per the AUP ( The download abusers )

 

[Pansyfaust]

So both premium and standard accounts are throttled? Or does speed limiting refer to both shaping and throttling or only throttling?

 

[Fudzy]

So both premium and standard accounts are throttled? Or does speed limiting refer to both shaping and throttling or only throttling?

I think once you go beyond a certain threshold your account is throttled, you will hopefully find that threshold is a lot higher for the premium subscribers, well at least that's my experience so far.

 

[Pansyfaust]

@

I think once you go beyond a certain threshold your account is throttled, you will hopefully find that threshold is a lot higher for the premium subscribers, well at least that's my experience so far.

Then why are premium 1meg accounts the same price as standard 1 meg accounts if throttling is different?
@MWEB Guy

 

[chris_meier]

MWEB Guy

The inability of anyone at MWEB to respond promptly to queries is shocking. Aside from it taking three days to have my account downgraded, I am now sitting for almost a week waiting for your billing department to do their job.

I sent a follow up email to Shakerah Brown before 8am this morning, she only responded 8 hours later to say she had escalated the matter ending off

You will soon receive feedback.
Your time and patience is much appreciated.

Soon is probably 3-4 working days judging your current track record, and as for patience? I've long since run out.

In stark contrast the service I am now getting from Telkom is top notch! Really putting your company to shame.

 

[Paul Hjul]

@pansyfaust
well that is the issue: in January MWEB introduced throttled products and branded on their own representations to the media and general public certain products as "unthrottled" named "premium". Now in August they have started warning people that their usage of the service on the basis of quantity of data consumed will be throttled. They refuse to give the thresholds or degree of throttling and have declined to deal with the issue in accordance with their complaints procedure so Monday is round two: ISPA, the ASA and the DMMA. I don't know how many rounds are going to be needed but MWEB is only spiting themselves in the medium and long run.

Of course the defensive mode of calling consumers "abusers" is likely to step up a notch but lets face it large corporate stupidity and dishonesty unravels in the end.

 

[MWEBHelp]

Then why are premium 1meg accounts the same price as standard 1 meg accounts if throttling is different?

Hi Pansyfaust

The 1MB is a Premium account.

Please check the Products and pricing page again and you'll see it is separated on the page

We are putting the 1MB product on both TABS as it is our Best Value for money product.

 

[MWEBHelp]

MWEB Guy

The inability of anyone at MWEB to respond promptly to queries is shocking. Aside from it taking three days to have my account downgraded, I am now sitting for almost a week waiting for your billing department to do their job.

I sent a follow up email to Shakerah Brown before 8am this morning, she only responded 8 hours later to say she had escalated the matter ending off


Soon is probably 3-4 working days judging your current track record, and as for patience? I've long since run out.

In stark contrast the service I am now getting from Telkom is top notch! Really putting your company to shame.

Hi chris_meier

Please send me your MWEB account details and I'll have it look into and have the relevant team make contact with you on Monday.

 

[Pansyfaust]

Hi Pansyfaust

The 1MB is a Premium account.

Please check the Products and pricing page again and you'll see it is separated on the page

We are putting the 1MB product on both TABS as it is our Best Value for money product.

Okay, then state in the premium account tab that the 1mb premium account is throttled as it does not say so AT ALL in the description of the account.