MWEB Uncapped ADSL Feedback - Part 3

[MWEBHelp]

It's been good for a while but dreadful the past day or two.

Adsl says up, pppoe stays green but we go nowhere.

Just happened again while typing this.


View attachment 330043

Hi daveza

Please provide me with your MWEB account details.

 

[MRTOM]

I have my line with mweb and i still phoned telkom when there was a line break or something you can still ask them to check

 

[new_in_za2]

Sorry you feel that way but we did not intentionally degrade your service.

OK, can we agree that my service has been degraded? Let's assume yes. In that case, there are two possibilities: 1) My service was degraded as a result of equipment failure or other external factors, such as degraded cables, etc. 2) My service was degraded because someone chose to degrade it.

It's not number 1, which leaves number 2. Someone decided "hey, that's a mighty fine perfectly working ADSL line you've got there. Let's change that!".

Please be advised that Telkom is implementing changes to the ADSL infrastructure in South Africa, which all ISP's plug into. We do not have an, on or off, switch for this change.

Funny, then, that others have been successful in getting this change reverted. If my ADSL line hadn't been with Mweb, I would have contacted Telkom and Telkom would have fixed it by now. Since my ADSL line is with you, I'll have to report it to you, but instead of logging a fault with Telkom, you not only refuse to do anything about it, you write mocking replies ("you should be happy to have your service degraded") and then ignore me. Fantastic customer service, I must say.

Speaking of which, tonight my ADSL connection has been functioning like a yo-yo, with average connection times of about 5 minutes before the connection is broken, only to be restored a few minutes later. Is this another improvement I should be grateful for, or would you consider doing something about that?

 

[new_in_za2]

Speaking of which, tonight my ADSL connection has been functioning like a yo-yo, with average connection times of about 5 minutes before the connection is broken, only to be restored a few minutes later. Is this another improvement I should be grateful for, or would you consider doing something about that?

The problems continue this morning:

Jan 6 18:44:18 pppd: Connect time 12.4 minutes.
Jan 6 18:49:31 pppd: Connect time 4.7 minutes.
Jan 6 19:19:24 pppd: Connect time 28.1 minutes.
Jan 6 20:01:46 pppd: Connect time 41.7 minutes.
Jan 6 20:10:00 pppd: Connect time 7.7 minutes.
Jan 6 20:24:54 pppd: Connect time 14.4 minutes.
Jan 6 20:32:45 pppd: Connect time 6.4 minutes.
Jan 6 20:44:19 pppd: Connect time 11.1 minutes.
Jan 6 21:03:53 pppd: Connect time 19.1 minutes.
Jan 6 21:16:47 pppd: Connect time 12.4 minutes.
Jan 6 21:21:26 pppd: Connect time 4.0 minutes.
Jan 6 21:50:21 pppd: Connect time 28.4 minutes.
Jan 6 22:13:22 pppd: Connect time 22.4 minutes.
Jan 6 22:38:48 pppd: Connect time 23.7 minutes.
Jan 6 22:41:47 pppd: Connect time 2.4 minutes.
Jan 6 22:51:01 pppd: Connect time 8.7 minutes.
Jan 6 23:19:01 pppd: Connect time 27.4 minutes.
Jan 6 23:22:16 pppd: Connect time 2.4 minutes.
Jan 6 23:34:35 pppd: Connect time 11.7 minutes.
Jan 7 00:00:36 pppd: Connect time 25.4 minutes.
Jan 7 00:31:31 pppd: Connect time 30.4 minutes.
Jan 7 00:42:40 pppd: Connect time 8.4 minutes.
Jan 7 01:03:06 pppd: Connect time 19.7 minutes.
Jan 7 01:17:20 pppd: Connect time 13.7 minutes.
Jan 7 01:33:53 pppd: Connect time 16.0 minutes.
Jan 7 01:37:58 pppd: Connect time 2.4 minutes.
Jan 7 01:49:35 pppd: Connect time 11.1 minutes.
Jan 7 02:03:40 pppd: Connect time 12.4 minutes.
Jan 7 02:12:39 pppd: Connect time 8.4 minutes.
Jan 7 02:26:59 pppd: Connect time 13.7 minutes.
Jan 7 03:24:16 pppd: Connect time 56.8 minutes.
Jan 7 04:06:58 pppd: Connect time 42.1 minutes.
Jan 7 04:40:33 pppd: Connect time 33.1 minutes.
Jan 7 04:45:07 pppd: Connect time 3.7 minutes.
Jan 7 04:53:21 pppd: Connect time 7.7 minutes.
Jan 7 05:50:58 pppd: Connect time 57.1 minutes.
Jan 7 06:23:48 pppd: Connect time 31.1 minutes.
Jan 7 06:40:18 pppd: Connect time 13.7 minutes.
Jan 7 06:47:38 pppd: Connect time 6.7 minutes.
Jan 7 06:58:58 pppd: Connect time 10.7 minutes.
Jan 7 07:00:51 pppd: Connect time 1.4 minutes.
Jan 7 07:12:51 pppd: Connect time 11.4 minutes.
Jan 7 07:36:05 pppd: Connect time 22.7 minutes.
Jan 7 07:38:18 pppd: Connect time 1.7 minutes.

 

[MWEBHelp]

The problems continue this morning:

Hi

I will log this for you with our specialist to contact you.
Please PM me some examples of the issue you are experiencing regarding the latency.
Also PM me your preferred contact numbers I can provide them with.

Please keep in mind that Telkom have rolled out this system on their network and while they be able to temporarily set you line back to fastpath, it may revert automatically back to interleaving within a week or so.

 

[daveza]

The problems continue this morning:

Does your router show adsl remains up during the outage ?

 

[new_in_za2]

Does your router show adsl remains up during the outage ?

The ADSL line itself seems to remain up according to the router, but there's no traffic coming in, and it's unable to even reach the PPPoE server. ie, I get "Timeout waiting for PADO packets" errors during the time between the internet connection goes down and it comes back up.

 

[new_in_za2]

Hi

I will log this for you with our specialist to contact you.

Thank you.

Please PM me some examples of the issue you are experiencing regarding the latency.

Well, that's quite simple. Before my line was changed to interleaved mode, I had 11-12 ms ping to my uplink. Currently my ping to uplink is 28ms, more than twice as much, although when I was initially changed to interleaved mode, my ping time to uplink was at 40+ms.

Keep in mind that my ADSL line was working perfectly fine before this change. All this change has done for me is increase my latency.

Please keep in mind that Telkom have rolled out this system on their network and while they be able to temporarily set you line back to fastpath, it may revert automatically back to interleaving within a week or so.

Well, if Telkom broke it, Telkom will have to fix it. If they've rolled out a system they can't fix, they should probably roll it back. Simply saying "sorry, we rolled out a new system that broke your ADSL line, and it's gonna remain broken because we insist on keeping a system that doesn't work and which we cannot fix" is not a solution.

In case Telkom really insists on keeping this, then maybe you can forward this solution to them: Hire some people to manually check for lines that have been broken by the system and revert them back to fast path. They could have a list of ADSL lines that should remain on fast path and just rotate between them all day long, undoing the damage their new system has done.

 

[new_in_za2]

The problems continue this morning:

OK, this is really beginning to feel like a problem with the exchange. I just tried to make a phone call, and while I was on hold and listening to terrible music at a terrible quality, the call went dead exactly at the same time as the ping command I had running stopped receiving replies. However, while the internet connection is down, the ADSL line itself is up according to my router, and I do get a dial tone.

So,
1) I get absolutely no data packets from the other end when the internet connection is down
2) My ADSL line is still up while the internet connection is down
3) I do get a dial tone if I pick up the phone, but
4) Calls do not work while the internet connection is down.

Smells like an exchange problem to me. What do you think?

 

[MWEBHelp]

OK, this is really beginning to feel like a problem with the exchange. I just tried to make a phone call, and while I was on hold and listening to terrible music at a terrible quality, the call went dead exactly at the same time as the ping command I had running stopped receiving replies. However, while the internet connection is down, the ADSL line itself is up according to my router, and I do get a dial tone.

So,
1) I get absolutely no data packets from the other end when the internet connection is down
2) My ADSL line is still up while the internet connection is down
3) I do get a dial tone if I pick up the phone, but
4) Calls do not work while the internet connection is down.

Smells like an exchange problem to me. What do you think?

Thanks for the info, it certainly seems like it may be exchange related.
I have received your PM and will log the call for you, as soon as I have a ref number I will forward it to you.

 

[new_in_za2]

Thanks for the info, it certainly seems like it may be exchange related.
I have received your PM and will log the call for you, as soon as I have a ref number I will forward it to you.

For what it's worth, it's now been almost an hour since the PPP connection was last broken, which is the longest the connection has been running since these problems started last night. Fingers crossed.

 

[Drifter]

For what it's worth, it's now been almost an hour since the PPP connection was last broken, which is the longest the connection has been running since these problems started last night. Fingers crossed.

So more or less since Telkom sorted out the IPC issues that were affecting other ISP's. Interesting.

 

[PostmanPot]

So more or less since Telkom sorted out the IPC issues that were affecting other ISP's. Interesting.

IPC issues causing telephones to not work and calls to drop?

 

[PostmanPot]

So more or less since Telkom sorted out the IPC issues that were affecting other ISP's. Interesting.

IPC issues causing telephones to not work and calls to drop?

Please advise / retract ?

 

[killzonekz3]

Are you going to be giving Netflix the priority it deserves, or are you going to have special interests?

 

[medicnick83]

Are you going to be giving Netflix the priority it deserves, or are you going to have special interests?

It's MWEB... don't expect miracles.

 

[MWEBHelp]

Are you going to be giving Netflix the priority it deserves, or are you going to have special interests?

Hi killzonekz3

Streaming is given priority on our Network.

 

[Lino]

Hows MWEB's network these days? For someone that uses 200GB a month on 40MB VDSL?

 

[MWEBHelp]

Hows MWEB's network these days? For someone that uses 200GB a month on 40MB VDSL?

Hi Lino

I'm going to tell you it's great and others are going to give a paragraph or 1 liners of their experience. Here you can try it out first hand ;-)

http://www.mweb.co.za/internet-connection/adsl/uncapped-adsl/2mbps-uncapped-free-trial.aspx

Every ADSL experience won't be the same for all.

 

[DERoestorf]

last night with the rain, my router was struck by lightning. bought a new router. and now i only have intermittent internet, and it is slow as hell. phone mweb to make sure everuthing was set up correctly, but they would not even help me with that at all.

they have logged a call with telkom regarding the line not synching at 4mb/s

my problem is how unhelpfull all were. esp since they could not even bother to make sure my router is set up correctly.

so sick and tired of the constant bull**** i have to deal with.