MWEB Uncapped ADSL Feedback - Part 3

Necuno said:
Been having perfect internet on AHBU since last year when mweb started calling its users [woman] abusers.
Click to expand...

Yeah, the missus has never looked at me the same loving way since MWEB labelled me an abuser..... Thats why I got her the AH Business Account for her birthday,
 
Really dissapointing service from Mweb

So in the last week I lost internet connection as previously stated in the thread. On the last post MWEBGUY didn't even bother to comment.
Thanks anyway for that vote of confidence MWEBGUY.

So let me explain my story.
First call to the call center had me holding for an agent for close to 20 minutes.
Got through, tested my system told me there seems to be a problem on my line as there is no sync.
Told me the port would most likely be recreated. Also noting if it's my fault Telkom would charge their fee. I was also told that this would not take that long.
Cool no issues I needed my line fixed. Following day i still didn't have connection and called again. Another 15odd minutes waiting for a agent to call me. Was told it cannot happen quickly. and they would call me if it's fixed. Telkom call still open.
Second day without internet I posted here on the forums with MWEBGUY telling me about the 7day turnaround time which now made me annoyed as it could have been mentioned on the very first call.
Then one of my friends wanted to test the wifi range on my belkin router at his house and I found that my router is stuffed.
Wonderful, could have known on day one had the agent not told me it's a line fault. Bought a router yesterday and synced nicely. So now another 20 minutes to MWEB call center to cancel Telkom call and get a new password as I cannot find my old password.
Yes I know stupid of me.
Anyway got my password on sms, added it to the router and I had internet.
Last night after the Rugby I wanted to browse the net and see who brags about the bulls winning and I started to get disconnects on my line. ADSL drops every 5 minutes then resync again.
So i checked settings on the new router with no problems found.
Fed up I reset the router to factory settings.
Everything looks fine ADSL light stays on but the brand new password received from MWEB is not working anymore.
So now what MWEBGUY? Will you ignore me on this post again or could this be fixed?
Currently I don't know if I should take the router back due to the ADSL dropping issue or not as I don't have any MWEB connection to test on.
 
Vl@d said:
So in the last week I lost internet connection as previously stated in the thread. On the last post MWEBGUY didn't even bother to comment.
Thanks anyway for that vote of confidence MWEBGUY.

So let me explain my story.
First call to the call center had me holding for an agent for close to 20 minutes.
Got through, tested my system told me there seems to be a problem on my line as there is no sync.
Told me the port would most likely be recreated. Also noting if it's my fault Telkom would charge their fee. I was also told that this would not take that long.
Cool no issues I needed my line fixed. Following day i still didn't have connection and called again. Another 15odd minutes waiting for a agent to call me. Was told it cannot happen quickly. and they would call me if it's fixed. Telkom call still open.
Second day without internet I posted here on the forums with MWEBGUY telling me about the 7day turnaround time which now made me annoyed as it could have been mentioned on the very first call.
Then one of my friends wanted to test the wifi range on my belkin router at his house and I found that my router is stuffed.
Wonderful, could have known on day one had the agent not told me it's a line fault. Bought a router yesterday and synced nicely. So now another 20 minutes to MWEB call center to cancel Telkom call and get a new password as I cannot find my old password.
Yes I know stupid of me.
Anyway got my password on sms, added it to the router and I had internet.
Last night after the Rugby I wanted to browse the net and see who brags about the bulls winning and I started to get disconnects on my line. ADSL drops every 5 minutes then resync again.
So i checked settings on the new router with no problems found.
Fed up I reset the router to factory settings.
Everything looks fine ADSL light stays on but the brand new password received from MWEB is not working anymore.
So now what MWEBGUY? Will you ignore me on this post again or could this be fixed?
Currently I don't know if I should take the router back due to the ADSL dropping issue or not as I don't have any MWEB connection to test on.
Click to expand...



Hi Vl@d

You mentioned you reset the router back to factory default settings. Did you configure the router again thereafter with the new password?

Are you getting an MWEB landing page with error 601?
 
MWEB Guy said:
Hi Vl@d

You mentioned you reset the router back to factory default settings. Did you configure the router again thereafter with the new password?

Are you getting an MWEB landing page with error 601?
Click to expand...

Password sent to me by SMS showed bad password when I phoned the contact centre this morning.
Another password was sent.
Now I connect again but connection drops every 2 - 5 mins.
onlinegaming is not possible at all speed connected is only 0.8mb on a 6mb line.
Holding on for the next 20 mins to the call center.
Just over an hour phonecalls to get this sorted.
 
Vl@d said:
Password sent to me by SMS showed bad password when I phoned the contact centre this morning.
Another password was sent.
Now I connect again but connection drops every 2 - 5 mins.
onlinegaming is not possible at all speed connected is only 0.8mb on a 6mb line.
Holding on for the next 20 mins to the call center.
Just over an hour phonecalls to get this sorted.
Click to expand...

Hi Vl@d

I see that you managed to speak with an ADSL consultant and assisted you around 10h30
 
Vl@d said:
Password sent to me by SMS showed bad password when I phoned the contact centre this morning.
Another password was sent.
Now I connect again but connection drops every 2 - 5 mins.
onlinegaming is not possible at all speed connected is only 0.8mb on a 6mb line.
Holding on for the next 20 mins to the call center.
Just over an hour phonecalls to get this sorted.
Click to expand...

You have a line fault.

Go online to telkom.co.za and log a "noisy line" fault., or PM TelkomZA (last resort).

Be patient as this is a "how long is a piece of string?" scenario, phone daily to "escalate" the fault but remember that you catch more flies with honey than with ****.

This is why I don't keep my line with an ISP, because, times like this, I can do a better job chasing Telkom than some call centre person.
 
Thanks Wingnut will monitor the connection. Had 1 disconnect since 11 and some lagg but after the stabalizing at 6mb it looks better
 
Vl@d said:
Thanks Wingnut will monitor the connection. Had 1 disconnect since 11 and some lagg but after the stabalizing at 6mb it looks better
Click to expand...

If it follows a pattern then I would blame the exchange, if it's random then I would blame the line :)

EDIT: What are your line stats (SNR & atten)?
 
Hi MWEB Guy,
Still getting disconnects between 20 - 30 mins apart as monitored yesterday.
Took the liberty of logging a line fault online with call number 266CTK230314 if you need it as refference.
 
Vl@d said:
Hi MWEB Guy,
Still getting disconnects between 20 - 30 mins apart as monitored yesterday.
Took the liberty of logging a line fault online with call number 266CTK230314 if you need it as refference.
Click to expand...

Morning Vl@d

Thank you for the information. I will pass this on to our team so that they can follow up with Telkom regarding the issue.
 
Did you know that if you signed up for a MWEB 1 MB uncapped package you get throttled just over 100gig..If you go over to a 2MB uncapped package..you get throttled just after 70 GIGs total useage. I have been with them for very long and is currently on the 1MB uncapped package but only getting 0.7MB..I think its time to move over to a better ISP
 
janlandy said:
Did you know that if you signed up for a MWEB 1 MB uncapped package you get throttled just over 100gig..If you go over to a 2MB uncapped package..you get throttled just after 70 GIGs total useage. I have been with them for very long and is currently on the 1MB uncapped package but only getting 0.7MB..I think its time to move over to a better ISP
Click to expand...

Morning janlandy

The package you are looking at is 2 completely different packages. The 1Mb is a Premium package and the 2Mb is a Standard package. That is the reason for the lower thredshold limit on the Standard packages.

0.7Mb on a speedtest is on par for the 1Mb package, bear in mind this is an up to 1Mb service.
 
janlandy said:
Did you know that if you signed up for a MWEB 1 MB uncapped package you get throttled just over 100gig..If you go over to a 2MB uncapped package..you get throttled just after 70 GIGs total useage. I have been with them for very long and is currently on the 1MB uncapped package but only getting 0.7MB..I think its time to move over to a better ISP
Click to expand...

Yeah as MWEB Guy said you're comparing two different packages. The 2Meg premium only throttles at 200gigs.
 
Vl@d said:
Holding on for the next 20 mins to the call center.
Click to expand...

This is killing me as well; Waiting around 15 to 20min in queue. I'm also a Business Customer and they are just as congested if you phone the "premier" support centre. I think Mweb is just under employed.

Unfortunately we have a lot of business services with them and they do have a very good data centre, we have not had any serious problems. This include their ADSL services.

So it is just getting feedback or help from them that is really a terrible experience.

Don't even think of emailing any of their email accounts, they just don't respond back in acceptable time period for the severity of each case. They respond only in 5 working days (if any).

Even their ticket system is not very quick, you wait about 30minutes for a ticket number auto reply, and then any response you send (by replying to the email), just generate another ticket number. The same terrible response time exist on their "[email protected]".

As a business you get assigned an account manager, who's "direct line" does not work. And if you tell them so, they just think it is because they are busy on the line. And if you can't get an answer from your account manager over the phone, don't expect them to actually email you anything after your call.

They also like to send you "forms" to complete, even though you kind of have a signed letter that contains all the details, they still want you to complete "their" form. It is almost as if the account managers is just there to "tell you things" and not really do anything pro-active.

I don't really blame the account managers, but Mweb is just underemployed on all areas of their support system in my opinion.

wingnut771 said:
This is why I don't keep my line with an ISP, because, times like this, I can do a better job chasing Telkom than some call centre person.
Click to expand...

This is not the case with Afrihost, we were with Afrihost at home before this and life was easy back then.

They handle things a bit different than Mweb: You don't wait for more than 5 minutes or at all to speak tot a consultant and their consultants "sound" educated. They also have their own internal Telkom guy (so I believe), they resolved our queries within a day or 2. When we signed up for ADSL with Afrihost (was new ADSL line) it took about 3 days to get the ADSL line up and running. And when we report line faults, the Telkom guy visit us the next (working) day.
 
Last edited:
Waste said:
This is killing me as well; Waiting around 15 to 20min in queue. I'm also a Business Customer and they are just as congested if you phone the "premier" support centre. I think Mweb is just under employed.

Unfortunately we have a lot of business services with them and they do have a very good data centre, we have not had any serious problems. This include their ADSL services.

So it is just getting feedback or help from them that is really a terrible experience.

Don't even think of emailing any of their email accounts, they just don't respond back in acceptable time period for the severity of each case. They respond only in 5 working days (if any).

Even their ticket system is not very quick, you wait about 30minutes for a ticket number auto reply, and then any response you send (by replying to the email), just generate another ticket number. The same terrible response time exist on their "[email protected]".

As a business you get assigned an account manager, who's "direct line" does not work. And if you tell them so, they just think it is because they are busy on the line. And if you can't get an answer from your account manager over the phone, don't expect them to actually email you anything after your call.

They also like to send you "forms" to complete, even though you kind of have a signed letter that contains all the details, they still want you to complete "their" form. It is almost as if the account managers is just there to "tell you things" and not really do anything pro-active.

I don't really blame the account managers, but Mweb is just underemployed on all areas of their support system in my opinion.
Click to expand...

Good afternoon Waste

Please allow me the opportunity to assist you with any query you have.

PM me so that we can resolve this from our side.
 
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