MWEB Uncapped ADSL Feedback - Part 3

[MWEBHelp]

Yes, of course.



I like your sense of humour.

Of course, you know well that p2p is shaped until late. So I'm getting 0.1KB/s now, as you would know. Not that I care, I don't use torrents.

The point was to show you how YouTube is still being shaped at night, while torrents run at account speed.

Please provide an answer as to why, and when this is going to be fixed?

Now:

Hi PostmanPot

I will add it to your open ref.

 

[PostmanPot]

Hi PostmanPot

I will add it to your open ref.

Must have been open for about a month now, with various issues. Hope you can understand where I'm (we're) coming from. I'm frustrated.

I don't see how adding it to open refs is going to help. The mass of evidence is conclusive now, yet nothing is being done about it.

Why is this? Could you please provide an answer besides "Adding it to your open ref" or (as with others/new complaints) "Please PM me your account details."

This has been going on far too long.

Please understand this, and provide us with the corresponding acknowledgement of the issues, and answers/solutions/ETAs.

 

[MWEBHelp]

MWEB Guy,

I know you are just trying to do your job, but clearly there is a major problem with MWEB's uncapped products. I've actually had to purchase bandwidth from another ISP because my "4Mbps Premium Uncapped" account is just too slow to surf or stream.

We are waiting for an acknowledgement from MWEB regarding the issue, be it lack of IPC or a badly designed shaping policy.

I can barely even load Instagram videos. And they're causing streaming to buffer. What in the actual...?

Must have been open for about a month now, with various issues. Hope you can understand where I'm (we're) coming from. I'm frustrated.

I don't see how adding it to open refs is going to help. The mass of evidence is conclusive now, yet nothing is being done about it.

Why is this? Could you please provide an answer besides "Adding it to your open ref" or (as with others/new complaints) "Please PM me your account details."

This has been going on far too long.

Please understand this, and provide us with the corresponding acknowledgement of the issues, and answers/solutions/ETAs.

Good Morning Gents

I understand that you are concerned and that you would like assistance with concerns you've raised.

Lets ascertain the streaming and browsing traffic you are encountering an issue with.

The times at which they occur, if its specific to changes with shaping.

Remember we prioritise streaming, however not all streaming traffic will be prioritised. (YouTube is given highest priority)

If you are encountering issue with YouTube, can we enable monitoring in order for us to provide feedback to the back end guys. They need us to prove that there is no other traffic impacting on the reported protocol issue (e.g. YouTube).

Recently we had an issue with Apple traffic, this was due to the apple signatures changing. This impacted on us not being able to identify all Apple traffic as we should've.

The has since been resolved.

Provide me some information and we will look into this for you.

 

[PostmanPot]

Good Morning Gents

I understand that you are concerned and that you would like assistance with concerns you've raised.

Lets ascertain the streaming and browsing traffic you are encountering an issue with.

The times at which they occur, if its specific to changes with shaping.

Remember we prioritise streaming, however not all streaming traffic will be prioritised. (YouTube is given highest priority)

If you are encountering issue with YouTube, can we enable monitoring in order for us to provide feedback to the back end guys. They need us to prove that there is no other traffic impacting on the reported protocol issue (e.g. YouTube).

Recently we had an issue with Apple traffic, this was due to the apple signatures changing. This impacted on us not being able to identify all Apple traffic as we should've.

The has since been resolved.

Provide me some information and we will look into this for you.

It's always.

Browsing does not seem affected, though I don't have a tool to see this.

 

[PostmanPot]

Here you can see that Twitch runs better, at about 3.5 - 4Mbps.

YouTube is clearly not being prioritised.

 

[sticks_3]

Good Morning Gents

I understand that you are concerned and that you would like assistance with concerns you've raised.

Lets ascertain the streaming and browsing traffic you are encountering an issue with.

The times at which they occur, if its specific to changes with shaping.

Remember we prioritise streaming, however not all streaming traffic will be prioritised. (YouTube is given highest priority)

If you are encountering issue with YouTube, can we enable monitoring in order for us to provide feedback to the back end guys. They need us to prove that there is no other traffic impacting on the reported protocol issue (e.g. YouTube).

Recently we had an issue with Apple traffic, this was due to the apple signatures changing. This impacted on us not being able to identify all Apple traffic as we should've.

The has since been resolved.

Provide me some information and we will look into this for you.

1) it doesn't matter what protocol I use it never goes above 250kpbs (http, ftp, nntp, p2p etc I have tested them all) .
2) it happens at all times of the day.
3) nothing else is running is the background, no other traffic impacting on tested protocol
4) I downloading a test file from Telkom Saix test page gets to a maximum of 80kpbs.
5) you have enabled monitoring on my account already, have you picked up anything yet?
6) I'm pretty sure I missed a call from you guys yesterday, I was busy and didn't have time to sit down and test things.
7) torrents get to a maximum of 200kbps at anytime of the time (and have done for the last two months, I know they are shaped but in the last two months there MUST have been a period where the shaping was relaxed enough to get full speed).

 

[MWEBHelp]

It's always.

Browsing does not seem affected, though I don't have a tool to see this.

The YouTube experience does not look that bad.

You are obtaining almost 50% of your line speed, on a 1080p resolution.

Can we enable monitoring on the account as well, to see protocol used and speeds at which they peak?

 

[MWEBHelp]

Here you can see that Twitch runs better, at about 3.5 - 4Mbps.

YouTube is clearly not being prioritised.

This is an interesting one, as YouTube is seen as "priority traffic"

I am collating this information in order to follow up on MOnday

Edit: i noticed that the resolution of the Twitch content is 720p, which would have better play.

 

[sticks_3]

The YouTube experience does not look that bad.

You are obtaining almost 50% of your line speed, on a 1080p resolution.

Can we enable monitoring on the account as well, to see protocol used and speeds at which they peak?

Not that bad? 50% of line speed? I'm gonna start paying 50% of my bill.

 

[MWEBHelp]

1) it doesn't matter what protocol I use it never goes above 250kpbs (http, ftp, nntp, p2p etc I have tested them all) .
2) it happens at all times of the day.
3) nothing else is running is the background, no other traffic impacting on tested protocol
4) I downloading a test file from Telkom Saix test page gets to a maximum of 80kpbs.
5) you have enabled monitoring on my account already, have you picked up anything yet?
6) I'm pretty sure I missed a call from you guys yesterday, I was busy and didn't have time to sit down and test things.
7) torrents get to a maximum of 200kbps at anytime of the time (and have done for the last two months, I know they are shaped but in the last two months there MUST have been a period where the shaping was relaxed enough to get full speed).

Thanks for the feedback.

I will request the Monitoring results and should have access to them on Monday.

We should be able to provide you feedback then

 

[PostmanPot]

The YouTube experience does not look that bad.

You are obtaining almost 50% of your line speed, on a 1080p resolution.

Can we enable monitoring on the account as well, to see protocol used and speeds at which they peak?

The problem is that it buffers constantly. Even 720p buffers at times. Neither ever used to.

This is an interesting one, as YouTube is seen as "priority traffic"

I am collating this information in order to follow up on MOnday

Edit: i noticed that the resolution of the Twitch content is 720p, which would have better play.

Exactly, yet it's not being prioritised, and throughput is being limited/shaped.

Twitch set to High maxes out at 1.5 - 2Mbps. It's set to Source there in order to reach the highest possible rate. The point though is that it's faster than YouTube.

 

[MWEBHelp]

Not that bad? 50% of line speed? I'm gonna start paying 50% of my bill.

You are forgetting the resolution at which the video is being streamed.

This will impact on the speeds obtained.

 

[sticks_3]

You are forgetting the resolution at which the video is being streamed.

This will impact on the speeds obtained.

No it shouldn't, higher resolution just means a bigger file to stream not slower speeds at which that file can be obtained.

 

[MWEBHelp]

The problem is that it buffers constantly. Even 720p buffers at times. Neither ever used to.

Exactly, yet it's not being prioritised, and throughput is being limited/shaped.

Twitch set to High maxes out at 1.5 - 2Mbps. It's set to Source there in order to reach the highest possible rate. The point though is that it's faster than YouTube.

Can you perhaps provide me a YouTube test result when streaming via 720p.

Remember that the higher the resolution, the bigger the file size (comparing watch the same file at 720p or 1080p)

 

[PostmanPot]

You are forgetting the resolution at which the video is being streamed.

This will impact on the speeds obtained.

That's not true.

720p:

1080p:

With other ISPs, no matter what resolution the video is being watched at be it 240p or 1080p, you still reach near line speed so it preloads a large chunk ahead or in some cases the whole video. Not happening on MWEB, it's being shaped to 2.5Mbps.

 

[PostmanPot]

Can you perhaps provide me a YouTube test result when streaming via 720p.

Remember that the higher the resolution, the bigger the file size (comparing watch the same file at 720p or 1080p)

See above.

 

[MWEBHelp]

No it shouldn't, higher resolution just means a bigger file to stream not slower speeds at which that file can be obtained.

Sticks_3 the higher resolution will impact on speeds.

You will notice that when streaming via a YouTube app, it automatically adjusts to a lower resolution to accommodate for connection speeds. This in itself is an illustration of resolution impacting on your streaming experience.

 

[MWEBHelp]

That's not true.

720p:

1080p:

With other ISPs, no matter what resolution the video is being watched at be it 240p or 1080p, you still reach near line speed so it preloads a large chunk ahead or in some cases the whole video. Not happening on MWEB, it's being shaped to 2.5Mbps.

We need to compare apples with apples.

Try doing the test with the exact same video and use different resolutions.

Then provide me the results.

 

[sticks_3]

Sticks_3 the higher resolution will impact on speeds.

You will notice that when streaming via a YouTube app, it automatically adjusts to a lower resolution to accommodate for connection speeds. This in itself is an illustration of resolution impacting on your streaming experience.

That automatic adjustment is there so that you can watch a video without buffering. If the file is big (eg 720p video) and your speed is slow then it chooses a smaller file size. That is why you should be able to watch 720p on a 4Mbps line without buffering and the very reason why we are complaining.

 

[PostmanPot]

We need to compare apples with apples.

Try doing the test with the exact same video and use different resolutions.

Then provide me the results.

I was hoping you'd say that. Here you go.

720p:

1080p:

Do you have enough info now so that we can reach an agreement?