MWEB Uncapped ADSL Feedback - Part 3

Hey there,
Having major problems with Diablo 3 ping at the moment (as are my other friends on MWEB). I wrote to Blizzard and they replied this:

Greetings Vaughan,

Thank you for taking the time to contact Blizzard Entertainment Customer Support.

It looks like there is a loading issue at a network node that your ISP is routing your connection to our servers through. I would recommend that you forward this pathping to your ISP and request they try to fix the issue. Unfortunately there is nothing we can do directly to resolve this issue but we will pass on the problem from our end to the ISP also.

The issue would appear to be occurring at step 7:-

7 155ms 0/ 100 = 0% 0/ 100 = 0% 197-84-4-201.cpt.mweb.co.za [197.84.4.201]
0/ 100 = 0% |

While it is not huge if there is any form of prioritisation placed by ISPs during peak hours it may result in our connection being restricted. This is what it sounds like if it is during peak hours, you can also ask you ISP if they have these in place.

We also recommend that you also check with you Internet Service provider if you are experiencing any connection problems to confirm if there are any known network problems.

If I use my backup Axxess account it works great, but I need to switch to my old router to do that as the FON one doesn't allow it which is quite an inconvenience. Is this something that is possible to fix your side, or is a problem with one of your carriers.
Thanks.
 
Got simalair lagg issues on Guild Wars 2 the past cople of weeks.
As soon as my Internet is running again or I get some kind of turnaround time when it would be fixed I will try the same and see if I have the same issue through the same path.
 
Dade Murphy said:
Is the any way I can disable the Fon service?
Click to expand...

Hi

If you would like, we can disable the FON service from our side.
However, you will need to call our contact center to request it and we may then need to collect the router from you.
 
BigBear said:
4Mbps Adsl was crawling along last night..
Now this morning account details where changed ... so I disconnected it.
How is that possible that it changes by itself ?
Click to expand...

Hi

Thanks for the feedback, this is very strange.
Has the settings on the router since changed again or has it saved your info?
 
Vl@d said:
Hi Mweb Guy,

Lost ADSL connection soetime yesterday on my ADSL line. Phone is still working so most probably no a line fault but a port fault.
Phoned Mweb and they logged a Telkom call (ref number 263ATK180314) according to your call centre the call is open on Telkom website the fault number show closed.
https://secureapp.telkom.co.za/assurance/public/queryafault
Second day I had to use Cell phone data to connect with no idea of what the problem is or time frame for resolution of the fault.

Could you help please?
Click to expand...

Morning Vl@d

I can confirm that the fault is not closed, it is still open on our side and on Telkom's side. I checked on the Telkom tool we use and it is open. Our team that liaise with Telkom will be in contact with you as we received information regarding to the fault.
 
Masik3R said:
Thinking of moving over to mweb..

What speed would a 6Mb uncapped account get throttled to after the approximate data threshold has been reached?
Click to expand...

Morning Masik3R

Please can you check your PM, I sent you a message with regards to this.
 
Vaughan42 said:
Hey there,
Having major problems with Diablo 3 ping at the moment (as are my other friends on MWEB). I wrote to Blizzard and they replied this:

Greetings Vaughan,

Thank you for taking the time to contact Blizzard Entertainment Customer Support.

It looks like there is a loading issue at a network node that your ISP is routing your connection to our servers through. I would recommend that you forward this pathping to your ISP and request they try to fix the issue. Unfortunately there is nothing we can do directly to resolve this issue but we will pass on the problem from our end to the ISP also.

The issue would appear to be occurring at step 7:-

7 155ms 0/ 100 = 0% 0/ 100 = 0% 197-84-4-201.cpt.mweb.co.za [197.84.4.201]
0/ 100 = 0% |

While it is not huge if there is any form of prioritisation placed by ISPs during peak hours it may result in our connection being restricted. This is what it sounds like if it is during peak hours, you can also ask you ISP if they have these in place.

We also recommend that you also check with you Internet Service provider if you are experiencing any connection problems to confirm if there are any known network problems.

If I use my backup Axxess account it works great, but I need to switch to my old router to do that as the FON one doesn't allow it which is quite an inconvenience. Is this something that is possible to fix your side, or is a problem with one of your carriers.
Thanks.
Click to expand...

Morning Vaughan42

I would like our gaming team to look into this from our side. Please PM me the MWEB email address or username.

Also, are you only experiencing this while playing the one game? How is your general experience, browsing, etc?
 
Thanks MWEB Guy,

I Guess there is no SLA to determine turnaround time in checking faults from Telkom. :(
 
Vl@d said:
Thanks MWEB Guy,

I Guess there is no SLA to determine turnaround time in checking faults from Telkom. :(
Click to expand...

No problem at all :)

This can take up to 7 working days from their side. As mentioned, our team will remain in contact with you.
 
Put's me maybe back online by Friday next week.
Great just think of all the fun I'll miss with online gaming.....
And not to mention paying for a product you dont have use for for 25% of the month.
 
Mweb guy,

what do you do if your fon router is struck by lightning?
 
MWEB Guy said:
No problem at all :)

This can take up to 7 working days from their side. As mentioned, our team will remain in contact with you.
Click to expand...

Is there really nothing else that can be done MWEB Guy?
I was told on Tuesday night that Telkom "upgraded" my line to 10MB which I didn't request as I'm on the 6MB line with MWEB. Apparently according to the agent in your callcentre they should only recreate my port then everything should be settled. I asked her then how long it would take and she said it would be quick.
Now i'm stuck with a 7 day waiting period. PvP tournaments and Guildwars 2 Community events which I help host that now cannot happen due to this?
 
asfadm said:
Mweb guy,

what do you do if your fon router is struck by lightning?
Click to expand...

Hi asfadm, in this case our normal hardware process applies and you will need to purchase a new one.
 
Geewiz...its now been two weeks that my line has been throttled to Hell and back WTF mweb...are you guys now using 30 day forward rolling as well...I think its time for me to clock out from Mweb after 15 years as a loyal customer...Really now this has gone too far.
 
Maveric12 said:
Geewiz...its now been two weeks that my line has been throttled to Hell and back WTF mweb...are you guys now using 30 day forward rolling as well...I think its time for me to clock out from Mweb after 15 years as a loyal customer...Really now this has gone too far.
Click to expand...

Hi Maverick12 send me a private message with your MWEB details so that I can have a look and see what is going on with your account.
 
Maveric12 said:
Geewiz...its now been two weeks that my line has been throttled to Hell and back WTF mweb...are you guys now using 30 day forward rolling as well...I think its time for me to clock out from Mweb after 15 years as a loyal customer...Really now this has gone too far.
Click to expand...

Could clock in for this..... note NO throttle, NO prioritisation NO shaping :D
ex mweb.PNG

But you may have to return the router :D:D:D
 
Downloading a torrent now as we speak. Hitting between 380kB/s and 470kB/s on my 4meg line. Unheard of this time of day. Must be honest, MWEB has been very good the last couple of weeks.Hope it stays like that.
 
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