MWEB Uncapped ADSL Feedback - Part 3

Waste said:
Hi Mweb Guy (or any other MyBB people),

Before I start, I did email your [email protected] 4 days ago and got a ticket number but no response yet: [REF# 20150517000227 ]

Account No: 1248595

We have a 4Mb Premium Uncapped account, we also have the FON router. We are experiencing something strange. Our connection to the internet dies. Now that is not something new, but how it happens is weird... I did some tests to help with the problem.

To fix the problem we have to restart the router, then it establishes a new connections and everything is working again. But we have to do this sometimes every hour and sometimes every day. It is so bad, that we have a fixed routine now to restart the router in the morning before we need to start using the internet.

When our internet is "dead":
  • I can still ping the Mweb Gateway, and DNS servers.
  • I cannot ping anything else, even our VPS server that is with Mweb.
  • I cannot resolve any DNS queries.
  • Any existing connection ie. a Skype Video call, keep on working even after the internet "died" for any new connections.


I did a few pings, nslookup and traceroutes and have attached an image for that:

Link: http://filegooi.co.za/get2/c12a7303be78ec6544aec2070f831f31/2015-05-17+10_19_20-Mweb+Internet+Problems.png

I also managed to get a tracert through to our VPS just when the internet died this morning. I then did another traceroute after a restart of the router, and you can see that the path is different:

Please help, this has been a problem since somewhere from November 2014. I'm trying my luck with you, after which I will need to look for another provider.
Click to expand...

Sounds like a router fault?

Have you tried resetting it to factory defaults? Tried updating it?

Tried another router?
 
Smokey_sa said:
Hi,

I'm looking to move ISP and would like to know how the uncapped line performs for streaming and occasional torrents. Will you get throttled on real time servces as streaming browsing? How much download do you have on a 10 Mbit line.

Thanks for sharing.
Click to expand...

Streaming and browsing are prioritised, torrents/p2p shaped during hours and sometimes until 00h00.

attachment.php
 
Smokey_sa said:
Hi,

I'm looking to move ISP and would like to know how the uncapped line performs for streaming and occasional torrents. Will you get throttled on real time servces as streaming browsing? How much download do you have on a 10 Mbit line.

Thanks for sharing.
Click to expand...

Hi Smokey, for what it is worth, I do have exceptional speed and performance on my 4Mb Uncapped Premium. We can stream Full HD YouTube with no problem. We can also stream SuperSport Online realtime matches. I download during the morning hours, and get enough speed to finish about 6Gb of torrents during that time. During the day, torrents are shaped, but not killed. You can download but only slowly. But I like to play nice and only download during the morning hours, so I don't have a good idea of torrent download during the day, but then again no ISP should allow good torrent speeds during the day.
 
PostmanPot said:
Sounds like a router fault?

Have you tried resetting it to factory defaults? Tried updating it?

Tried another router?
Click to expand...

Thanks for the response, but if it was a router fault the router would not allow some IP traffic and some not.

I think I have determined the problem, looking at my own post, I realised that I'm basically having DNS resolving issues after a while. So I have switched to Google Public DNS servers. I will be testing to see how this go, but I have a very good feeling about that.

Because existing IP connections are not affected, PING seems not affected, if I ping an IP and not a domain.
 
Waste said:
I think I have determined the problem, looking at my own post, I realised that I'm basically having DNS resolving issues after a while. So I have switched to Google Public DNS servers. I will be testing to see how this go, but I have a very good feeling about that.
Click to expand...

What were they before?
 
Waste said:
Hi Mweb Guy (or any other MyBB people),

Before I start, I did email your [email protected] 4 days ago and got a ticket number but no response yet: [REF# 20150517000227 ]

Account No: 1248595

We have a 4Mb Premium Uncapped account, we also have the FON router. We are experiencing something strange. Our connection to the internet dies. Now that is not something new, but how it happens is weird... I did some tests to help with the problem.

To fix the problem we have to restart the router, then it establishes a new connections and everything is working again. But we have to do this sometimes every hour and sometimes every day. It is so bad, that we have a fixed routine now to restart the router in the morning before we need to start using the internet.

When our internet is "dead":
  • I can still ping the Mweb Gateway, and DNS servers.
  • I cannot ping anything else, even our VPS server that is with Mweb.
  • I cannot resolve any DNS queries.
  • Any existing connection ie. a Skype Video call, keep on working even after the internet "died" for any new connections.


I did a few pings, nslookup and traceroutes and have attached an image for that:
View attachment 217932
Link: http://filegooi.co.za/get2/c12a7303be78ec6544aec2070f831f31/2015-05-17+10_19_20-Mweb+Internet+Problems.png

I also managed to get a tracert through to our VPS just when the internet died this morning. I then did another traceroute after a restart of the router, and you can see that the path is different:
View attachment 217934

Please help, this has been a problem since somewhere from November 2014. I'm trying my luck with you, after which I will need to look for another provider.
Click to expand...

Hi Waste

You have an MWEB Business account ( A Division of Internet Solutions ) which we have sold. We made the announcement last year of the sale.

I checked your account and the logs show you were referred to them in the May. We can't access any other info on your account.

MWEB connect no longer supports your account unfortunately and you will need to make contact with the Business division. The support number is still the same.
 
Waste said:
By default they are pointing to the router, which will forward the DNS queries to the WAN side, which by default will be set when you connect with the ADSL account to Mweb's DNS servers.

PS. So far so good.
Click to expand...

Same, but never had any issues.

Seeing as you're on Business, it's probably an IS fault. ;)
 
MWEB Guy said:
Which alternate provider did you test connectivity with? If it was with the Telkom guest account, you would only have had access to the saix.net website (i.e. all other 'net activity would have halted) allowing you to reach higher download speeds.

EDIT: please PM me your MWEB account details so that I can look into this for you.
Click to expand...

Just to feed back on my query:

MWeb Guy responded but was no actual help. The entire interaction with MWeb was a monumental waste of time in the sense that achieved nothing. The only consolation is that tech support does answer within seconds and MWeb Guy (if it is one person) works hard after hours.

PostmanPot went to great trouble to assist and even let me test with his account, which indicated to me that an MWeb 6mbps uncapped account on my 4mbps adsl line achieves the same speed as my Openweb account does (whereas my 4mbps MWeb uncapped account was consistently slower).

The only positive for me is to reinforce the principles I use with my clients and I have a good story for my next customer blog :-)
 
Is MWEB experiencing some sort of issue since last night? At around 8:30pm last night, my internet suddenly went from pretty good to complete rubbish. One second I was playing my MMO with no issues at all, then... boom, disconnected, cannot log in. Still the same thing now, this morning... and normal internet use is also basically impossible - all websites are sluggish, YouTube is a no go, Facebook takes forever to download. I had to refresh this page 3 times so that I could see this "quick reply" box actually display for me to type in.
 
Workerdroid7 said:
Is MWEB experiencing some sort of issue since last night? At around 8:30pm last night, my internet suddenly went from pretty good to complete rubbish. One second I was playing my MMO with no issues at all, then... boom, disconnected, cannot log in. Still the same thing now, this morning... and normal internet use is also basically impossible - all websites are sluggish, YouTube is a no go, Facebook takes forever to download. I had to refresh this page 3 times so that I could see this "quick reply" box actually display for me to type in.
Click to expand...

Nope, otherwise you would see people posting in this thread.
 
Workerdroid7 said:
Is MWEB experiencing some sort of issue since last night? At around 8:30pm last night, my internet suddenly went from pretty good to complete rubbish. One second I was playing my MMO with no issues at all, then... boom, disconnected, cannot log in. Still the same thing now, this morning... and normal internet use is also basically impossible - all websites are sluggish, YouTube is a no go, Facebook takes forever to download. I had to refresh this page 3 times so that I could see this "quick reply" box actually display for me to type in.
Click to expand...

Good morning, there was SEACOM maintenance taking place on 22 May from 21h00 to 05H00 the following morning.
 
Waste said:
Hi Smokey, for what it is worth, I do have exceptional speed and performance on my 4Mb Uncapped Premium. We can stream Full HD YouTube with no problem. We can also stream SuperSport Online realtime matches. I download during the morning hours, and get enough speed to finish about 6Gb of torrents during that time. During the day, torrents are shaped, but not killed. You can download but only slowly. But I like to play nice and only download during the morning hours, so I don't have a good idea of torrent download during the day, but then again no ISP should allow good torrent speeds during the day.
Click to expand...

Thanks for the reply. I am not worried about torrents, as I can schdule those when needed. I totally agree that the torrents should be moved to off peak hours so that the overall experience remains good.

Thanks again
 
Internet surfing and downloading speeds are really slow tonight. Did a speed test on my 4mb line, getting 0.07Mbps.
 
jarrodr said:
Internet surfing and downloading speeds are really slow tonight. Did a speed test on my 4mb line, getting 0.07Mbps.
Click to expand...

Good Evening jarrodr, your account is currently being throttled which is causing the degraded experience.
 
Must say, since telkom has sorted all my line issues with cross talk and all that I've been really happy with Mweb. No problems thus far when playing games online and downloading. Constant speeds and low ping
 
Hades911 said:
Must say, since telkom has sorted all my line issues with cross talk and all that I've been really happy with Mweb. No problems thus far when playing games online and downloading. Constant speeds and low ping
Click to expand...

Thanks for the awesome feedback hades911 :D
 
So we've upgraded our data to the 10mbps business package and things are almost a tiny little bit better than before! PROGRESS!

While we are wrestling with Telkom in order to have our line sync speed improved, I wanted to know if there are any router settings I should change for this package as opposed to the 4mpbs uncapped premium package we were on before. For instance, we now have a static IP assigned to us, should I set the router to use that IP or will it automatically be assigned to us? Or will it make no difference?
 
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