MWEB Uncapped ADSL Feedback - Part 3

[MWEBHelp]

Hi, I seem to be having problems with the FON router, when plugged in it keeps switching the adsl account to some account that starts with a number. After this when trying to access the internet I get a screen which says max concurrent connections hit. I have tried a soft reset, entering the account details manually, but it keeps switching. Any ideas?

Evening Armgame, please provide me your MWEB account details via private message

 

[Dysphoric]

Hi

My line has been perfect for several months, suddenly I am having serious speed/latency issues again.

Trace route:
Tracing route to www.bbc.net.uk [212.58.246.94]
over a maximum of 30 hops:

1 <1 ms <1 ms 1 ms myrouter.Home [192.168.1.1]
2 163 ms 130 ms 143 ms 41-133-112-1.dsl.mweb.co.za [41.133.112.1]
3 121 ms 122 ms 126 ms 197-84-96-210.cpt.mweb.co.za [197.84.96.210]
4 108 ms 99 ms 94 ms 197-84-2-2.cpt.mweb.co.za [197.84.2.2]
5 247 ms 259 ms 256 ms 197-84-5-225.cpt.mweb.co.za [197.84.5.225]
6 271 ms 246 ms 249 ms 197-84-4-32.cpt.mweb.co.za [197.84.4.32]
7 234 ms 248 ms 248 ms 197-84-4-195.cpt.mweb.co.za [197.84.4.195]
8 243 ms 233 ms 231 ms be-69-thd-p-2.mweb.co.za [176.67.177.162]
9 258 ms 263 ms 250 ms 176.67.177.227
10 253 ms 235 ms 333 ms ldn-b5-link.telia.net [62.115.13.13]
11 265 ms 224 ms 225 ms atos-ic-151907-ldn-b5.c.telia.net [80.239.132.14
2]
12 * * * Request timed out.
13 * * * Request timed out.
14 247 ms 251 ms 253 ms ae0.er01.cwwtf.bbc.co.uk [132.185.254.93]
15 249 ms 251 ms 257 ms 132.185.255.165
16 207 ms 202 ms 206 ms bbc-vip015.cwwtf.bbc.co.uk [212.58.246.94]

Trace complete.


Speedtest:


This is a 4Mb uncapped premium account.

 

[MWEBHelp]

Hi

My line has been perfect for several months, suddenly I am having serious speed/latency issues again.

Trace route:
Tracing route to www.bbc.net.uk [212.58.246.94]
over a maximum of 30 hops:

1 <1 ms <1 ms 1 ms myrouter.Home [192.168.1.1]
2 163 ms 130 ms 143 ms 41-133-112-1.dsl.mweb.co.za [41.133.112.1]
3 121 ms 122 ms 126 ms 197-84-96-210.cpt.mweb.co.za [197.84.96.210]
4 108 ms 99 ms 94 ms 197-84-2-2.cpt.mweb.co.za [197.84.2.2]
5 247 ms 259 ms 256 ms 197-84-5-225.cpt.mweb.co.za [197.84.5.225]
6 271 ms 246 ms 249 ms 197-84-4-32.cpt.mweb.co.za [197.84.4.32]
7 234 ms 248 ms 248 ms 197-84-4-195.cpt.mweb.co.za [197.84.4.195]
8 243 ms 233 ms 231 ms be-69-thd-p-2.mweb.co.za [176.67.177.162]
9 258 ms 263 ms 250 ms 176.67.177.227
10 253 ms 235 ms 333 ms ldn-b5-link.telia.net [62.115.13.13]
11 265 ms 224 ms 225 ms atos-ic-151907-ldn-b5.c.telia.net [80.239.132.14
2]
12 * * * Request timed out.
13 * * * Request timed out.
14 247 ms 251 ms 253 ms ae0.er01.cwwtf.bbc.co.uk [132.185.254.93]
15 249 ms 251 ms 257 ms 132.185.255.165
16 207 ms 202 ms 206 ms bbc-vip015.cwwtf.bbc.co.uk [212.58.246.94]

Trace complete.


Speedtest:


This is a 4Mb uncapped premium account.

Good Evening,

The trace router show a jump in latency on the 2nd hop, this is normally an indication of congestion at the exchange.

Please send me a private message, in order for me to provide you the guest account details for a comparative speed test reading.

Also include your MWEB account details (username or email address)

 

[Dysphoric]

Good Evening,

The trace router show a jump in latency on the 2nd hop, this is normally an indication of congestion at the exchange.

Please send me a private message, in order for me to provide you the guest account details for a comparative speed test reading.

Also include your MWEB account details (username or email address)

PM sent.

I know this is almost certainly the problem, been through this all before, and last time I managed to get something done about it. I've had a perfect line now for several months.

 

[janlandy]

I signed up with MWEB years ago I cant do any of the operations you mension above without an issue with ISP MWEB .I have "hello peter'ed" MWEB a few times with no improvement.They handle all complains as if the user is the problem and they "copy" "paste" their answers from previous complains. Taken all the above into concederation as well as MYBROADBAND'S survey on ISP's in SA , I think that I would be better off with AFRIHOST.

 

[PurSpyk!!]

I signed up with MWEB years ago I cant do any of the operations you mension above without an issue with ISP MWEB .I have "hello peter'ed" MWEB a few times with no improvement.They handle all complains as if the user is the problem and they "copy" "paste" their answers from previous complains. Taken all the above into concederation as well as MYBROADBAND'S survey on ISP's in SA , I think that I would be better off with AFRIHOST.

Be careful, Afrihost recently is not all that is advertised. I am with Afrihost (previous Mweb client), and it started great with Afrihost, but recently there are all sorts of issues, and no one wants to admit the issue. All we do is pay ofr a service which is way below par.

 

[Drifter]

International gaming was again non exixtant until around 19:00 last night. This some new shaping policy MWEB guy?

 

[janlandy]

This is funny, I am in the 384kbps throttle range with my 2mb standard. my internet browsing during the day is a bad experience. I'm constantly refreshing sites that dont load on first try. Since someone is mentioning packetloss I believe that is what is happening to me as well. But I thought it is because of the throttling...

So what is funny, even though throttled I still manage to download about 30gb over the throttle mark. It is as if the throttling is not really an issue on downloads. Just the constant dead sites is bad for browsing. Also you cant youtube while throttled.



But Im trying to upgrade my line and account to 4mb premuim.

With MWEB your 2MB package means ...any speed up to 2MB...This means 384kb is still acceptable in MWEB's books...LOL

 

[MWEBHelp]

International gaming was again non exixtant until around 19:00 last night. This some new shaping policy MWEB guy?

Hi,

I'm not aware of any changes that were made to the network regarding shaping.
Our gaming traffic is prioritised so it should be consistent.
Let me know if the same thing happens later and I'll ask our gaming to run some comparative test from our side.

 

[Drifter]

Will do. I usuall try and get some game time in after 16:00 when I get home, but of late it has been impossible.

 

[nelis]

Hi there.

I'm having an issue wit playing my battlefield. When I try to connect to any server it will say "Disconnected from EA online (1)" I contacting EA and they where unable to solve it for me. We tested traceroute to their servers and everything is 100%.

Please can you please reset my account and maybe change my line to 4mb.



thanks

 

[MWEBHelp]

Hi there.

I'm having an issue wit playing my battlefield. When I try to connect to any server it will say "Disconnected from EA online (1)" I contacting EA and they where unable to solve it for me. We tested traceroute to their servers and everything is 100%.

Please can you please reset my account and maybe change my line to 4mb.



thanks

Afternoon Nelis, please see my inbox reply to you.

 

[Waste]

I was not aware of that, interesting?

Ok, so you get sooooo many flavours of the "30 days cancellation" rule. At Afrihost I cancelled my uncapped account at the end of Januarie, and they instructed me that it will only be cancelled on the end of February (so in effect I still had to pay one more payment for one more months service after the day you cancelled, in this case for February). I then cancelled my ADSL line (the bundled ADSL line side, and that indicated the same).

(In contrast if you cancel your Virgin Mobile contract after it expired, you still have to pay 3 times (which is also falling under 30 day cancellation rule) but they have some "complicated" explanation how they bill you in advance for your monthly fee, but in arrears for your calls, and then they only debit you at the end of the following month....well something like that.)

 

[Waste]

Well currently with Afrihost I do not have to schedule anything, I can download 24/7 at full speed (I am on Business Uncapped, my issue is other things like video streaming do not work, and this is when I am not downloading anything.

Haha, you are fortunate!

But I was more aiming for that it is more considerate to the general population and ISPs if you schedule. This is if you see the torrent community as a group of "do no evil, play nice" type group.

 

[Waste]

Hi, I seem to be having problems with the FON router, when plugged in it keeps switching the adsl account to some account that starts with a number. After this when trying to access the internet I get a screen which says max concurrent connections hit. I have tried a soft reset, entering the account details manually, but it keeps switching. Any ideas?

Hi Armgame, note that each FON router is "married" to your uncapped ADSL account. When you hard reset it, it goes online using a general mweb adsl account with internet access. Then it starts downloading your actual account settings from the mweb servers and then configures the router. Now your actual Uncapped ADSL account is actually one that starts with numbers like [email protected].

This process takes almost 30min or more to complete, and the router will reset itself during this process, also you may find it showing funny landing pages like it is busy provisioning your modem, so you have to wait for this to complete before your router is fully functional.

Fully Functional = {it will not restart by itself, you can use WPS to connect to it and you will notice a "MWEB FON" wifi AP, your ADSL will function and not show a strange message when you try to visit any website.}

I.r.t. your problem, Mweb Guy will probably have an answer for you, but I think it will be wise to send him that adsl account username with all the numbers so that he can verify that that is in fact your account and they did not mess up the marry process on your mode serial number + your account.

PS. I'm not from Mweb or working for them, just a user with past experience.

 

[nelis]

Hi there.

I'm having an issue wit playing my battlefield. When I try to connect to any server it will say "Disconnected from EA online (1)" I contacting EA and they where unable to solve it for me. We tested traceroute to their servers and everything is 100%.

Please can you please reset my account and maybe change my line to 4mb.



thanks

don't worry It's working now

 

[Waste]

A little bit of Mweb Support Stats:

1) I just waited 25 minutes on the phone to get an answer from a consultant at Mweb Business.

2) Yesterday at 7h40 I emailed them a form to change the primary contact on our account, just confirmed it has not been done yet (they also confirmed they have received the email when I send it). So turn-arround time on updating your account details is currently at 48 hours (since the person responsible for this admin has already gone home.).

3) When I previously ordered uncapped bundled ADSL from them it took them 14 days to action it, and their response was that my order was cancelled due to a valid reason.

4) You cannot "restart" an order, but have to go through a new process of requesting the service.

So Mweb has congestion on their front office (consultants) as well as their back office.

Tip to Mweb: If they just updated my details promptly they would have saved me a 28 minute call, and themselves another client waiting in line on their phone.

Note that this is not a problem with Afrihost, emails and phone calls are answered immediately and their font office completes minor request while you are talking to them. Just for comparison.

In fact you don't have to call Afrihost at all, since you can sign-up for new services and update your details on their single-login Control Panel.

The only reason I don't just pack up and go to another ISP is because after I endured this tiresome experience, from my past experience with all ISPs, I will have problem free internet services for years to come, and don't need to speak to my ISP for months/years.

 

[MWEBHelp]

A little bit of Mweb Support Stats:

1) I just waited 25 minutes on the phone to get an answer from a consultant at Mweb Business.

2) Yesterday at 7h40 I emailed them a form to change the primary contact on our account, just confirmed it has not been done yet (they also confirmed they have received the email when I send it). So turn-arround time on updating your account details is currently at 48 hours (since the person responsible for this admin has already gone home.).

3) When I previously ordered uncapped bundled ADSL from them it took them 14 days to action it, and their response was that my order was cancelled due to a valid reason.

4) You cannot "restart" an order, but have to go through a new process of requesting the service.

So Mweb has congestion on their front office (consultants) as well as their back office.

Tip to Mweb: If they just updated my details promptly they would have saved me a 28 minute call, and themselves another client waiting in line on their phone.

Note that this is not a problem with Afrihost, emails and phone calls are answered immediately and their font office completes minor request while you are talking to them. Just for comparison.

In fact you don't have to call Afrihost at all, since you can sign-up for new services and update your details on their single-login Control Panel.

The only reason I don't just pack up and go to another ISP is because after I endured this tiresome experience, from my past experience with all ISPs, I will have problem free internet services for years to come, and don't need to speak to my ISP for months/years.

Evening, thanks for the feedback pertaining to your experience.

In future, please refer to me and I will ensure you receive the assistance you require.

 

[AdrianH]

Evening, thanks for the feedback pertaining to your experience.

In future, please refer to me and I will ensure you receive the assistance you require.

Everybody appreciates you wanting to help, but you aren't solving the problem if these issues aren't fixed at the source. I moved my company away from mweb business in 2012 due to pathetic support and useless call centre agents that have to always escalate to a level # engineer, constantly changing account managers, and lack of redundancy that doesnt require Telkom. Frankly MWeb business is a joke and it seems nothing has changed since 2012. Very sad!

 

[Hummercellc]

Mweb Guy

Is the my account service down?
Can't access my wholesale services