MWEB Uncapped ADSL Feedback - Part 3

nfbs said:
Anyone notices degraded browsing speed starting yesterday irrespective time of day.
It is pretty obvious to me and want to know if it is just me. I am on 1Mbps uncapped premium.
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Hi nfbs

Can you please provide with the tests done showing the degraded service.
 
Cancelled a week ago, not due to the throttling stuff, just found a more suitable ISP. Sent 2 emails, 2 faxes and called MWEB twice, still no confirmation of the cancellation. How long does it take for MWEB customer care to deal with a cancellation?
 
MWEB Guy said:
Good Day, as per the information on your account; the account has already been moved to data only.

I tested the line and noticed that it is still with us though. I have escalated the query to the management of the team that deals with the moving of the line.
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Thanks - got a mail from your moving-department that the line is being moved. Spoke to Telkom and they say they are waiting on Mweb. Unsure why a simple task which usually takes 2-3 days has now already taken 7 days. Mweb, since you want me to leave anyway, just kick me off already.

BTW: Switching over to Afrihost business ADSL tonight (and with the Telkom 25% discount, this will become a cheaper and more robust service Mweb could ever offer).
 
HelterSkelter said:
Cancelled a week ago, not due to the throttling stuff, just found a more suitable ISP. Sent 2 emails, 2 faxes and called MWEB twice, still no confirmation of the cancellation. How long does it take for MWEB customer care to deal with a cancellation?
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Good afternoon HelterSkelter

I can confirm we received your mails. Our team will be in contact with you regarding more information.
 
MagicDude4Eva said:
Thanks - got a mail from your moving-department that the line is being moved. Spoke to Telkom and they say they are waiting on Mweb. Unsure why a simple task which usually takes 2-3 days has now already taken 7 days. Mweb, since you want me to leave anyway, just kick me off already.

BTW: Switching over to Afrihost business ADSL tonight (and with the Telkom 25% discount, this will become a cheaper and more robust service Mweb could ever offer).
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Please see the PM I sent you. I included the reference number that we received from Telkom regarding the line moving back to them.
 
@MWEB Guy

So I've sent my cancellation on Thursday already, I've gotten NO feedback. I tried to get feedback on Friday, nothing. Today I spoke to accounts, apparently, I can't talk to the cancellations department myself, and my call has been escalated to a Manager. That still does not help, as escalation does not equal action. My ref is 20130815006612
 
MWEB Guy said:
Please see the PM I sent you. I included the reference number that we received from Telkom regarding the line moving back to them.
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Yes, the reference number does not help because I spent now 1 1/2 hours phoning half of Telkom (first Orders, then ADSL service, then migrations, then Wholesale etc) and am still no wiser. Except if someone has a similar issue, Telkom Wholesale seems to know more than anyone else (0800 222 676 - Wholesale department) - it's very easy for Mweb to pawn the issue off now with a "here is your reference, figure it out from Telkom".

I strongly advice anyone else not do migrate your line to Mweb (I never had such an epic stuff-up with any other ISP doing the same thing before and it never has taken more than 72 hours). You have zero recourse for getting your line back (i.e. Telkom can not assist if Mweb decides not to release it). I also doubt that I am the only unlucky person running into all these issues - I guess more will face similar issues once September comes around.

Bottom line Mweb: If you offer a bundled product, it should be your responsibility to manage the process from start to finish (not just the inbound- but also the outbound migration). You seem at every turn to mess up customer experience and service and even if a customer decides to cancel your services and move on to a competitor, I can guarantee you, that making a cancellation experience deliberately super-painful will create an even long-lasting negative impression.
 
colin87 said:
@MWEB Guy

So I've sent my cancellation on Thursday already, I've gotten NO feedback. I tried to get feedback on Friday, nothing. Today I spoke to accounts, apparently, I can't talk to the cancellations department myself, and my call has been escalated to a Manager. That still does not help, as escalation does not equal action. My ref is 20130815006612
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^^^ had the same. You are required to send an email to [email protected] and if they decide to answer your mail, you might get an answer. My cancellation was submitted on 10/08 and is now still not properly done. It is astounding that you have to send a separate email to get status update on a ticket, since the customer care department has no insight into that area of the business and is also apparently not allowed to talk to the mysterious "[email protected]"-team.
 
MagicDude4Eva said:
^^^ had the same. You are required to send an email to [email protected] and if they decide to answer your mail, you might get an answer. My cancellation was submitted on 10/08 and is now still not properly done. It is astounding that you have to send a separate email to get status update on a ticket, since the customer care department has no insight into that area of the business and is also apparently not allowed to talk to the mysterious "[email protected]"-team.
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Thanks for the info, sent to both them and accounts aaaaaaand guess what, NOTHING! Well done to Mweb
 
colin87 said:
Thanks for the info, sent to both them and accounts aaaaaaand guess what, NOTHING! Well done to Mweb
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I just phoned them on Friday, gave the poor lady grief about their archaic cancellation system and basically made her confirm all the facts to me about the order of how things are going to go. Hell, I even have to make a manual EFT payment on 1st September for R29.

This was one of the reasons I never bothered cancelling with them in the first place. The cancellation system looked like too much of a lus and I was right. Never again, MWEB will you see me as a customer. Sad, because I really enjoyed your network (within acceptable limits). But for the last few months I have noticed it has been degraded. Now I know why.

Now I am on Openweb. Been pretty much perfect besides a few hours of speedwobbles. And it's cheaper.
 
I used to get moderate speeds during the day on my 1 meg line. Maybe 50-70 Kb/s now since this whole thing with mweb and its 3 % abusers im lucky if I get 20kb/s during the day. It only gets to my usual 110kb/s at night but at like 10pm. Even this past weekend during the day I was getting so slow speeds :(. ( thought weekend was off peak ). I never received an email that I abuse.

I'm just wondering now if I should have gotten one ,seeing as I am not getting the speeds I was used to getting before all this started happening.

I don't really want to leave Mweb as I getting a good bundle deal from them. Plus the shlep of moving lines around.

@ Mwebguy . Is this going to be the norm as of now ? or is it going to go back to what I am used to soon ?
 
Convex said:
I used to get moderate speeds during the day on my 1 meg line. Maybe 50-70 Kb/s now since this whole thing with mweb and its 3 % abusers im lucky if I get 20kb/s during the day. It only gets to my usual 110kb/s at night but at like 10pm. Even this past weekend during the day I was getting so slow speeds :(. ( thought weekend was off peak ). I never received an email that I abuse.

I'm just wondering now if I should have gotten one ,seeing as I am not getting the speeds I was used to getting before all this started happening.

I don't really want to leave Mweb as I getting a good bundle deal from them. Plus the shlep of moving lines around.

@ Mwebguy . Is this going to be the norm as of now ? or is it going to go back to what I am used to soon ?
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Hi Convex, the throttling on our premium accounts will only take place from September.

Tell me what sorts of downloads are you doing when you get these speeds.
 
It,s Torrents . Its always been torrents . I just want to know why only now in the past week or so. Ive never had a problem in the past .

And when u say from September only. Is this for everyone in general ? or only the people who got the email ?
 
Convex said:
It,s Torrents . Its always been torrents . I just want to know why only now in the past week or so. Ive never had a problem in the past .

And when u say from September only. Is this for everyone in general ? or only the people who got the email ?
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Torrents are given the lowest priority on our network and speeds are not guaranteed.

It will only affect those that deemed to be excessive users and yes t would be those that have received the warning emails.
 
10pm and im getting 20kb/s . Ill be honest if this persists. Im going to have to contend with the shlep of switching :(
 
MWEB Guy said:
It will only affect those that deemed to be excessive users
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Of course:

 
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