MWEB Uncapped ADSL Feedback - Part 3

I'm at a complete loss

I cannot use the internet normally from any computer in the house. They connect to Skype and any other basic text services but nothing else. My Router says I am connected. When I try do a trace it says that it is unable to resolve the name. I asked for the account to be reauthed and now it can do part of the trace but resolving the IP's takes a VERY long time.

All of this is bypassed when I connect from my computer in bridged mode though, and the account works flawlessly. I have tried using a different account on the router and it works fine.

Very frustrating.

Any help would be great :)

Edit: This trace took 6min

C:\Users\Chris>tracert www.mweb.co.za

Tracing route to www.mweb.co.za [196.2.63.110]
over a maximum of 30 hops:

1 16 ms 1 ms 1 ms 10.0.0.2
2 11 ms 10 ms 10 ms 41.133.72.1
3 12 ms 12 ms 12 ms 197-82-5-250.dbn.mweb.co.za [197.82.5.250]
4 12 ms 13 ms 12 ms 197.82.2.3
5 52 ms 51 ms 50 ms 197.84.5.238
6 48 ms 48 ms 51 ms 196.28.178.66
7 64 ms 48 ms 48 ms 196.41.144.35
8 * 48 ms 49 ms www.mweb.co.za [196.2.63.110]

Trace complete.

This is what it says for pretty much everything else:
C:\Users\Chris>tracert www.google.com
Unable to resolve target system name www.google.com.

Edit 2:
THERE IS A SOLUTION
Turns out its a dlink problem. Just go into your DNS settings and reselect from the dropdown box -_-
 
Last edited:
It's kinda impossible to play games with this kind of nonsense or do anything actually.

C:\>tracert www.mweb.co.za

Tracing route to www.mweb.co.za [196.2.63.110]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.254
2 1000 ms 917 ms 773 ms 41-132-48-1.dsl.mweb.co.za [41.132.48.1]
3 751 ms 771 ms 765 ms 197-84-96-162.cpt.mweb.co.za [197.84.96.162]
4 681 ms 755 ms 781 ms 197-84-2-2.cpt.mweb.co.za [197.84.2.2]
5 830 ms * * 196.28.178.66
6 626 ms 697 ms 794 ms cte-core-sw2.vwol.net [196.41.144.35]
7 1550 ms 960 ms 788 ms www.mweb.co.za [196.2.63.110]
 
F1ve_Claw said:
I'm at a complete loss

I cannot use the internet normally from any computer in the house. They connect to Skype and any other basic text services but nothing else. My Router says I am connected. When I try do a trace it says that it is unable to resolve the name. I asked for the account to be reauthed and now it can do part of the trace but resolving the IP's takes a VERY long time.

All of this is bypassed when I connect from my computer in bridged mode though, and the account works flawlessly. I have tried using a different account on the router and it works fine.

Very frustrating.

Any help would be great :)

Edit: This trace took 6min

C:\Users\Chris>tracert www.mweb.co.za

Tracing route to www.mweb.co.za [196.2.63.110]
over a maximum of 30 hops:

1 16 ms 1 ms 1 ms 10.0.0.2
2 11 ms 10 ms 10 ms 41.133.72.1
3 12 ms 12 ms 12 ms 197-82-5-250.dbn.mweb.co.za [197.82.5.250]
4 12 ms 13 ms 12 ms 197.82.2.3
5 52 ms 51 ms 50 ms 197.84.5.238
6 48 ms 48 ms 51 ms 196.28.178.66
7 64 ms 48 ms 48 ms 196.41.144.35
8 * 48 ms 49 ms www.mweb.co.za [196.2.63.110]

Trace complete.

This is what it says for pretty much everything else:
C:\Users\Chris>tracert www.google.com
Unable to resolve target system name www.google.com.

Edit 2:
THERE IS A SOLUTION
Turns out its a dlink problem. Just go into your DNS settings and reselect from the dropdown box -_-
Click to expand...

Hi, would you ind changing your username from @mweb.co.za to @dslmweb.co.za and test.
 
Sidious28 said:
It's kinda impossible to play games with this kind of nonsense or do anything actually.

C:\>tracert www.mweb.co.za

Tracing route to www.mweb.co.za [196.2.63.110]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.254
2 1000 ms 917 ms 773 ms 41-132-48-1.dsl.mweb.co.za [41.132.48.1]
3 751 ms 771 ms 765 ms 197-84-96-162.cpt.mweb.co.za [197.84.96.162]
4 681 ms 755 ms 781 ms 197-84-2-2.cpt.mweb.co.za [197.84.2.2]
5 830 ms * * 196.28.178.66
6 626 ms 697 ms 794 ms cte-core-sw2.vwol.net [196.41.144.35]
7 1550 ms 960 ms 788 ms www.mweb.co.za [196.2.63.110]
Click to expand...

Hi sidious28

With the spikes very early on in your trace route it shows something closer to your end that could be causing this.

Possibly even a congested exchange.
 
Gimaru said:
My internet is 100% dead for some reason- semi loaded a site a while ago but that's it, nothing works. Dsl light is on but constantly blinking. Any idea what could be wrong?
Click to expand...

Gimaru said:
MWEB Guy, I am able to run skype for some reason, and go on one specific website (Official SWTOR forums) but that's it, nothing else that I have tried works at all (gaming, sites etc). The dsl light is blinking excessively.
Click to expand...

Gimaru said:
Hmm so I'm not the only one.

Since when have you had this problem? Only noticed last night here after work.

Will try my Afrihost account tonight to see if it does the same, then log a Telkom fault if unsuccessful.
Click to expand...

Hi MWEB Guy,

As per my posts above, I'm now on my Afrihost account, and everything is running 100%.

I tried my Mweb account and it's still giving a lot of trouble- I noticed some more sites work now, but not all. And it's extremely unstable and slow. It dies completely for a few minutes then staggers on again, and repeat.

What on earth could be wrong with my Mweb account? :/
 
Question for MWEB Guy:

Please explain:

From my userpanel:
You are currently registered on an ADSL-AI UC +1024 R488 product (data + line).
Click to expand...

From your ad:
2Mbps data + line = R449 pm (OK, so you are now advertising the product I signed up for for R50 less, but that is not the issue)
Click to expand...

My question is:
Do I have a 1Mbps line and I am paying for a 2Mbps line?
 
nihilist said:
I'm fine with them throttling providing:

1) They throttle excessive long term abusers not general power users.
2) Are perfectly clear about what is 'excessive'
3) Are perfectly clear about how much you will be throttled and what minimum speeds will be
4) Announce, via email the changes to their AUP a month before it goes into place so that users can cancel if they deem the AUP changes are not to their liking.

If I'm paying a consistent amount of money every month I expect consistency in the service.

I'd also like to receive notifications of Seacom failures, to my knowledge I have never received emails when Seacom has had outages, I just checked my email and from what I can see and remember I never received a single notification.

I'm not dissing MWEB - they have been very good in the past and the service is mostly reliable but I think we should be notified properly, I shouldn't have to read about major changes to a usage policy or about outages in the press / forums.
Click to expand...

That is exactly what ISPs did that had rolling windows, but mweb is special, right ?



ISPs that had rolling windows with clear limits: (Of course there is others who also had their limits clarified...)

 
Im sure the reply is going to be congested exchange, its been fine all week and all day only since about 6:30/7pm has it been like this

Tracing route to mweb.co.za [196.2.63.110]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 171 ms 196 ms 188 ms 41-132-70-1.dsl.mweb.co.za [41.132.70.1]
3 196 ms 202 ms 217 ms 197-84-96-186.cpt.mweb.co.za [197.84.96.186]
4 231 ms 226 ms 231 ms 197-84-2-2.cpt.mweb.co.za [197.84.2.2]
5 262 ms 269 ms 266 ms 196.28.178.66
6 300 ms 291 ms 284 ms cte-core-sw2.vwol.net [196.41.144.35]
7 312 ms 294 ms 738 ms www.mweb.co.za [196.2.63.110]

Trace complete.
 
Okay I have had ENOUGH of this PATHETIC service from MWEB.

Line: Downstream Rate: 6141 Kbps

Isp: Mweb "Premium" 4Mbps Uncapped
Server: Mweb Durban
Ping: 9ms
Down: 0.95Mbps
Up: 0.45Mbps

Isp: Webafrica Shaped Account
Server: Mweb Durban
Ping: 30ms
Down: 4.55Mbps
Up: 0.51Mbps

2903085240.png

And don't even bother to look into it, just cancel my bloody account.

PS: I never received one of your rolling window emails but you can roll this "premium" service straight out my door.
 
So, I don't know if I got "the letter' or not. Frankly, I couldn't be bothered to check. I did however have a go at MWEB about their attitude. My take on this was similar to what some other posts say,,,,,

1. MWEB dealt with this issue in a vey bombastic manner. I feel now that MWEB are doing me a FAVOR by allowing me to be part of their little IT girls club, and I am sorry that I pay so little for it ... Forgive me girls.

2. With a FAMILY in the house, 100Gigs in a month is not hard to get to .... MWEB, FYI - a family is the wife and kids, I don't allow my pets online .... Business is the bossman, secretary and weirdo sales guy ... THEY ARE DIFFERENT .. so please stop trying to sell me a business account!!

3. Apparently the MWEB guy was going to take up the poor approach with marketing after I raised this... well they ... like your ABUSE TEAM are unmannered little girls, because they have said and done nothing to explain or apologise for their poor behaviour. So, if MWEB is not prepared to change their behaviour, why then should I?

MWEB and MWEB supporters - this is MY opinion. I apologise up front for having one, and if I have exceeded my words, please send me an ABUSE mail.
 
rpdblu said:
Im sure the reply is going to be congested exchange, its been fine all week and all day only since about 6:30/7pm has it been like this

Tracing route to mweb.co.za [196.2.63.110]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 171 ms 196 ms 188 ms 41-132-70-1.dsl.mweb.co.za [41.132.70.1]
3 196 ms 202 ms 217 ms 197-84-96-186.cpt.mweb.co.za [197.84.96.186]
4 231 ms 226 ms 231 ms 197-84-2-2.cpt.mweb.co.za [197.84.2.2]
5 262 ms 269 ms 266 ms 196.28.178.66
6 300 ms 291 ms 284 ms cte-core-sw2.vwol.net [196.41.144.35]
7 312 ms 294 ms 738 ms www.mweb.co.za [196.2.63.110]

Trace complete.
Click to expand...

That is likely exchange congestion.
What you'd be experiencing is when everyone comes home from work and jumps onto the internet at 6.30pm or whatever. No idea why it always starts off with a bang, instead of gradually getting worse, but that's just how it is I suppose.
Little hint - look at your second hop:
2 171 ms 196 ms 188 ms
Click to expand...
That should be around 10-20ms, but instead, you're getting 171ms. It's also where your connection passes through the exchange, which is why it's slow.
 
MWEB Guy said:
< SNIP >
Click to expand...

Kindly provide us these limits. You keep on saying keep withing the limits, but you forget to give us the limits.

If you need an example this might help:

Package: Uncapped 384kbps
6 hour limit in GB: 0.305
7 day limit in GB: 4.25

This will reset each 10 days.
Click to expand...

ISPs that had rolling windows with clear limits: (Of course there is others who also had their limits clarified...)

Some of those "1.5TB" abusers:


IMHO I agree with DJ... and mweb should be boycotted as much as possible. They much like Microsoft with the xbox one wants you to just stomach it because it is good for you.
 
Last edited:
...more censorship at mweb's facebook page

r215pw.jpg
 
Seems as if I'm not going to get a response from Mweb on this forum re my query.

Question for MWEB Guy:

Please explain:

From my userpanel:
You are currently registered on an ADSL-AI UC +1024 R488 product (data + line).
From your ad:
2Mbps data + line = R449 pm (OK, so you are now advertising the product I signed up for for R50 less, but that is not the issue)
My question is:
Do I have a 1Mbps line and I am paying for a 2Mbps line?
Click to expand...
So I phoned their Sales & Billing Department and get informed thus:
1. Yes, I am on a 1mb line;
2. They no longer support the package I am currently paying for, which is a 2MB line + data (and that I supposedly received an e-mail informing me to either downgrade to a 1MB line @ R389 or upgrade to a package that costs R599);
3. The "abuse" letter was apparently sent out to ALL uncapped account holders!
4. Yet on their website they are STILL advertising the SAME package that I signed up for (albeit for a couple of rands less) FOR A SERVICE THAT THEY CANNOT DELIVER! - why else would they want you and me to reduce our data usage?

Bear in mind that my data usage has not changed significantly over the past 12 months.

This whole issue stinks to high heaven!
 
Supervan II said:
Seems as if I'm not going to get a response from Mweb on this forum re my query.


So I phoned their Sales & Billing Department and get informed thus:
1. Yes, I am on a 1mb line;
2. They no longer support the package I am currently paying for, which is a 2MB line + data (and that I supposedly received an e-mail informing me to either downgrade to a 1MB line @ R389 or upgrade to a package that costs R599);
3. The "abuse" letter was apparently sent out to ALL uncapped account holders!
4. Yet on their website they are STILL advertising the SAME package that I signed up for (albeit for a couple of rands less) FOR A SERVICE THAT THEY CANNOT DELIVER! - why else would they want you and me to reduce our data usage?

Bear in mind that my data usage has not changed significantly over the past 12 months.

This whole issue stinks to high heaven!
Click to expand...

Hi Supervan II

My question is:
Do I have a 1Mbps line and I am paying for a 2Mbps line? Please provide me with your MWEB email address and the number you called from, so that I can listen to the call.


2. They no longer support the package I am currently paying for, which is a 2MB line + data (and that I supposedly received an e-mail informing me to either downgrade to a 1MB line @ R389 or upgrade to a package that costs R599)

We do support all of our ADSL products.


3. The "abuse" letter was apparently sent out to ALL uncapped account holders! No it was not sent to all Uncapped clients, only the abusers. Did you receive an abuse email?


4. Yet on their website they are STILL advertising the SAME package that I signed up for (albeit for a couple of rands less) FOR A SERVICE THAT THEY CANNOT DELIVER! - why else would they want you and me to reduce our data usage?


Telkom increased the Faster DSL speed from 1mb to up to 2mb, with no change in the line rental price in 2012.

The customers that paid R488.00 for 1mb Uncapped + Faster DSL (1mb lines) could not be automatically moved to a up to 2mb Uncapped bundle as there is a difference in price and the same would be if a downgrade was to happen.

You had the choice to either upgrade your Data package so that it would be in line with up to 2MB ADSL line or downgrade the ADSL line speed to up to 1MB.
 
Last edited:
MWEB Guy said:
Hi Supervan II

My question is:
Do I have a 1Mbps line and I am paying for a 2Mbps line? Please provide me with your MWEB email address and the number you called from, so that I can listen to the call.


2. They no longer support the package I am currently paying for, which is a 2MB line + data (and that I supposedly received an e-mail informing me to either downgrade to a 1MB line @ R389 or upgrade to a package that costs R599)

We do support all of our ADSL products.


3. The "abuse" letter was apparently sent out to ALL uncapped account holders! No it was not sent to all Uncapped clients, only the abusers. Did you receive an abuse email?


4. Yet on their website they are STILL advertising the SAME package that I signed up for (albeit for a couple of rands less) FOR A SERVICE THAT THEY CANNOT DELIVER! - why else would they want you and me to reduce our data usage?


Telkom increased the Faster DSL speed from 1mb to up to 2mb, with no change in the line rental price in 2012.

The customers that paid R488.00 for 1mb Uncapped + Faster DSL (1mb lines) could not be automatically moved to a up to 2mb Uncapped bundle as there is a difference in price and the same would be if a downgrade was to happen.

You had the choice to either upgrade your Data package so that it would be in line with up to 2MB ADSL line or downgrade the ADSL line speed to up to 1MB.
Click to expand...
Uhm, either you don't understand the problem or you are willfully obfuscating ...

1. I upgraded from a 384K package (no line rental) AFTER Telkom upgraded my line to 2MB (the fact that they did it without increasing my line rental is none of MWeb's concern).
2. I signed up for your uncapped 2MB line + data package at R488 per month, which now appears to be a 1024K line + data package.

Apparently I was sent an e-mail to downgrade the line to 1024K or upgrade to a higher cost package. Am I correct thus far?

Thus the package that I was originally sold was altered significantly, yet lo and behold, I see the same advert on your website for what I believe to be the same package that was originally advertised which I signed up for!

How does this then align with the product you sold me and how does it differ from your current advert?

For your convenience I'll link to it here

Your feedback would be appreciated, since your advertising appears to be misleading - using the reasonable person argument.
 
Dear MwebGuy - please explain why your company purposefully stalls my request to transfer my line back to Telkom (Mweb ref 20130810000009 from 10/08).

I would normally not ask such a question in a public forum, but your customer support team is incapable of giving a concrete answer (speaking to them on 12/08 I was told 48 hours, then on 15/08 no-one had a clue, then today first it was by 31/08 and then via email "sometime"). But yet, other users (this one) have submitted their cancellation and migration request on the same day and were migrated within the week.

Your migration department only communicates via email (and poorly at that) and your customer support team seems to be not allowed to talk to them directly. All very mysterious - so for the love of god, let the people move off your network and stop stalling.
 
MagicDude4Eva said:
Dear MwebGuy - please explain why your company purposefully stalls my request to transfer my line back to Telkom (Mweb ref 20130810000009 from 10/08).

I would normally not ask such a question in a public forum, but your customer support team is incapable of giving a concrete answer (speaking to them on 12/08 I was told 48 hours, then on 15/08 no-one had a clue, then today first it was by 31/08 and then via email "sometime"). But yet, other users (this one) have submitted their cancellation and migration request on the same day and were migrated within the week.

Your migration department only communicates via email (and poorly at that) and your customer support team seems to be not allowed to talk to them directly. All very mysterious - so for the love of god, let the people move off your network and stop stalling.
Click to expand...

Hi MagicDude4Eva

I'm on it.

Will get back to you as soon as I have received feedback from our team.
 
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