MWEB Uncapped ADSL Feedback - Part 3

MWEBHelp

MWEBHelp

MWEB Representative
Company Rep
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Apr 13, 2010
Messages
10,689
DERoestorf said:
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.
Click to expand...

Hi DERoestorf, Thank you for letting me know about this. That is not the sort of service we pride ourselves on.

Please send me your MWEB details so that I can investigate this.
 
P

PostmanPot

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34,953
MWEBHelp said:
Hi DERoestorf, Thank you for letting me know about this. That is not the sort of service we pride ourselves on.

Please send me your MWEB details so that I can investigate this.
Click to expand...

Please keep us posted. Never heard of service like this and it seems coincidental happening with DERoestorf. I hope they were not venting about their ongoing Telkom issues and disdain for MWEB in a not-so-nice way which got the agent's back up a bit. But will wait for clarity.
 
D

DERoestorf

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Feb 17, 2014
Messages
923
PostmanPot said:
Please keep us posted. Never heard of service like this and it seems coincidental happening with DERoestorf. I hope they were not venting about their ongoing Telkom issues and disdain for MWEB in a not-so-nice way which got the agent's back up a bit. But will wait for clarity.
Click to expand...

Believe me, I was not venting. I just wanted to know what was going on and make sure the router was set up fine. The agent did find the line not syncing. This have gotten worse since then. But that is clearly a line issue, and I have my Telkom reference number.

The problem I had was when I asked to check that my router was set up correctly, they weren't willing to help me at all to do that. That was the only problem I have with the calls. The 3rd Agent was my best experience, since this person actually took the time, and let me run through all the settings, and confirm it was correct. That gave me piece of mind.

Now Telkom just need to sort out the line. Which has got a lot of noise, not syncing correctly, and keep dropping. But that is an exchange issue I believe. This however only happened after the lightning struck, so think the exchange got hit as well.
 
MWEBHelp

MWEBHelp

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DERoestorf said:
Believe me, I was not venting. I just wanted to know what was going on and make sure the router was set up fine. The agent did find the line not syncing. This have gotten worse since then. But that is clearly a line issue, and I have my Telkom reference number.

The problem I had was when I asked to check that my router was set up correctly, they weren't willing to help me at all to do that. That was the only problem I have with the calls. The 3rd Agent was my best experience, since this person actually took the time, and let me run through all the settings, and confirm it was correct. That gave me piece of mind.

Now Telkom just need to sort out the line. Which has got a lot of noise, not syncing correctly, and keep dropping. But that is an exchange issue I believe. This however only happened after the lightning struck, so think the exchange got hit as well.
Click to expand...

Good Day DERoestorf, thank you for taking the time to raise your concerns.

I have escalated the query to the relevant management team to investigate.

We do not take poor service lightly and will investigate before addressing the matter via our internal processes.

My apologies for any frustration this may have caused you.

Have a blessed 2016!!
 
D

DERoestorf

Senior Member
Joined
Feb 17, 2014
Messages
923
MWEBHelp said:
Good Day DERoestorf, thank you for taking the time to raise your concerns.

I have escalated the query to the relevant management team to investigate.

We do not take poor service lightly and will investigate before addressing the matter via our internal processes.

My apologies for any frustration this may have caused you.

Have a blessed 2016!!
Click to expand...

Thanks, lets hope Telkom can get their fault sorted soon
 
S

saa044

Expert Member
Joined
Mar 9, 2006
Messages
2,538
MWEBHelp said:
Good Day DERoestorf, thank you for taking the time to raise your concerns.

I have escalated the query to the relevant management team to investigate.

We do not take poor service lightly and will investigate before addressing the matter via our internal processes.

My apologies for any frustration this may have caused you.

Have a blessed 2016!!
Click to expand...

This made me think of a Hellopeter reply for some odd reason LOL.
 
Drifter

Drifter

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DERoestorf said:
Believe me, I was not venting. I just wanted to know what was going on and make sure the router was set up fine. The agent did find the line not syncing. This have gotten worse since then. But that is clearly a line issue, and I have my Telkom reference number.

The problem I had was when I asked to check that my router was set up correctly, they weren't willing to help me at all to do that. That was the only problem I have with the calls. The 3rd Agent was my best experience, since this person actually took the time, and let me run through all the settings, and confirm it was correct. That gave me piece of mind.

Now Telkom just need to sort out the line. Which has got a lot of noise, not syncing correctly, and keep dropping. But that is an exchange issue I believe. This however only happened after the lightning struck, so think the exchange got hit as well.
Click to expand...

Where are you based?
 
MWEBHelp

MWEBHelp

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DERoestorf said:
Hi, I just got off the line with Telkom, and according to them my line has been fixed. Could you please check from your side, as I am at work and can't test it?
Click to expand...

Hi DERoestorf

I'm picking up a router connection but it's best that you test when at home and let me know.
 
D

DERoestorf

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Feb 17, 2014
Messages
923
MWEBHelp said:
Hi DERoestorf

I'm picking up a router connection but it's best that you test when at home and let me know.
Click to expand...

Exchange was reset today, and my dl speed went up to 3.3mbs where I use to get at least 3.43 on my account, but still cannot play online games, as it does not want to connect to the servers. Not sure if it is still a syncing issue, or what. Netflix is better though, am able to stream that in 720p.

Is this still a line issue, and exchange issue, router issue or what?
 
P

PostmanPot

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Messages
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DERoestorf said:
Exchange was reset today, and my dl speed went up to 3.3mbs where I use to get at least 3.43 on my account, but still cannot play online games, as it does not want to connect to the servers. Not sure if it is still a syncing issue, or what. Netflix is better though, am able to stream that in 720p.

Is this still a line issue, and exchange issue, router issue or what?
Click to expand...

Can you post tracerts to www.mweb.co.za and www.bbc.co.uk? As well as pings.

Which other ADSL accounts can you test with for a prolonged period?
 
M

MRTOM

Well-Known Member
Joined
Aug 13, 2013
Messages
150
DERoestorf said:
Exchange was reset today, and my dl speed went up to 3.3mbs where I use to get at least 3.43 on my account, but still cannot play online games, as it does not want to connect to the servers. Not sure if it is still a syncing issue, or what. Netflix is better though, am able to stream that in 720p.

Is this still a line issue, and exchange issue, router issue or what?
Click to expand...

What game are you playing???
 
MWEBHelp

MWEBHelp

MWEB Representative
Company Rep
Joined
Apr 13, 2010
Messages
10,689
DERoestorf said:
Exchange was reset today, and my dl speed went up to 3.3mbs where I use to get at least 3.43 on my account, but still cannot play online games, as it does not want to connect to the servers. Not sure if it is still a syncing issue, or what. Netflix is better though, am able to stream that in 720p.

Is this still a line issue, and exchange issue, router issue or what?
Click to expand...

Good morning
Please post a trace route to a local and international site
 
D

DERoestorf

Senior Member
Joined
Feb 17, 2014
Messages
923
MRTOM said:
What game are you playing???
Click to expand...

I tried multiple games. These are the main ones I play online however.
Destiny
EOS
Battlefield
Journey


Not a single one of them can connect. With Destiny, I get past the first sign in screen, and the moment I select my character, I get booted as connection to the server was lost. EOS cannot connect at all, and battlefield is the same. Journey just gives an error.
 
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