MWEB Uncapped ADSL Feedback - Part 3

Mwebguy, could you log a fault on my line please. Has been dropping every few days and tonight it hasn't come back up.

Thanks
 
Hi Mwebguys

Some more test

Using [email protected] - ping 1860 Down 1.4 up 0.19
Using [email protected] - ping 1250 Down 0.8 up 0.12
Using [email protected] - ping 37 Down 0 up 0

Guest@telkom - pimg 21 - Down 3.5 up 0.4

Your specialist then phoned me and we tried the test account

Ping 21 - Down 3.5 up 0.1x

Tested again

Ping 21 Down 3.5 up 0.4 This was around 18:30 ish

at 20:00 I tried speed test again on same account

Ping 1265 Down 0 Up 0

at 22:00

Ping 870 Down 0 Up 0

I think this might have to be escalated to Telkom to investigate. They did maintenance in our area about two weeks ago. Can you please check the number of disconnects on my line for the last two weeks. My line did drop late on Monday afternoon, and it's after that the cr@p started.

Your guys are phoning me again tonight to try again.

Thanks
G


** Edit, damnit, I see I have a meeting till 17:30, wont be home before 19:00 and have a call logged for 18:30 with your specialist, please can you reschedule this for me as well.
 
Last edited:
ChrisGeo said:
Mwebguy, could you log a fault on my line please. Has been dropping every few days and tonight it hasn't come back up.

Thanks
Click to expand...

Hi

I checked your account and I see that your account is data only.
You would need to contact Telkom directly to log the line fault.
 
Gerhardva said:
** Edit, damnit, I see I have a meeting till 17:30, wont be home before 19:00 and have a call logged for 18:30 with your specialist, please can you reschedule this for me as well.
Click to expand...

Hi Gerhardva

Thanks for the feedback, I will advise the team and ask them to move it back for you.
 
@MWEB Guy - does it matter what time of day I do my downloading (as with WA) or is it irrelevant when counting towards my "cap" on the standard uncapped?

I notice P2P was very slow last night but when I woke up this morning my download had completed.. so I'm assuming there's some shaping based on load/time of day?
 
Heavy shaping during the day. Download get lowest priority for non business account.
 
blunt said:
@MWEB Guy - does it matter what time of day I do my downloading (as with WA) or is it irrelevant when counting towards my "cap" on the standard uncapped?

I notice P2P was very slow last night but when I woke up this morning my download had completed.. so I'm assuming there's some shaping based on load/time of day?
Click to expand...

Hi.

It does not matter which time of the day you download, all downloads counts towards the threshold.

Please note, P2P gets the lowest priority on our network
 
Wow my mweb is struggling on 10Mb line any problems you guys are aware of?
 
Wolfy said:
Wow my mweb is struggling on 10Mb line any problems you guys are aware of?
Click to expand...

Hi

I am not aware of any issues in your area.

having tested your line I see the signal strength on there is extremely low.

i suggest you call tekom to recreate your port and test the line
 
I have a serious gripe about MWEB today and am shocked at the way Customer Support handles their calls lately.

I upgraded my line in January from a 4mb line to 8mb line through Telkom and subsequently informed MWEB to upgrade my account as well. During the upgrade process I was informed that I qualified for a new FON Router and Range Extender. Not once during the call was I informed of the terms of accepting the Router.

The Router arrived in mid May and after a ton of complaining and MWEB insisting that they had sent it to me in February and a very nasty argument from some high strung female on a power trip, yelling at me, insisting that the Router had been sent and signed for by me (only to apologize the very same evening, for having mixed the up the address). After reading a ton of complaints about the Router and Range Extender, I decided I would NOT use the FREE Router, I had received.

Two weeks ago, I received a phone call from a lady in Cape Town, asking me why I did not use the Router and Range Extender. When I replied I did not want too, I was told that I had to because I accepted the Terms. I then notified the lady that I was not aware of any terms and at NO point did any representative inform me of any terms. After a bit of rambling on her part, I was told I would be contacted later that day.

I was then contacted by a gentleman who insisted that I had to return my free router. He was polite and recognized that I was NOT informed at first about the terms and apologized for the inconvenience. I was then contacted by a woman and told to have the router ready for immediate pick up. The router was picked up on Wednesday.

Today I get an email saying I am going to be charged R799.00 for not handing in the router and using it. Upon receiving the email, I immediately contacted sales and was told that they had not received the router and that I could not cheat and keep something for free. I responded by saying that MWEB had given me the free router and that I had returned it. She said that someone would contact me later today.
 
MWEB Guy said:
Hi

I am not aware of any issues in your area.

having tested your line I see the signal strength on there is extremely low.

i suggest you call tekom to recreate your port and test the line
Click to expand...

Will do so, thanks.
 
Schitzo said:
I have a serious gripe about MWEB today and am shocked at the way Customer Support handles their calls lately.

I upgraded my line in January from a 4mb line to 8mb line through Telkom and subsequently informed MWEB to upgrade my account as well. During the upgrade process I was informed that I qualified for a new FON Router and Range Extender. Not once during the call was I informed of the terms of accepting the Router.

The Router arrived in mid May and after a ton of complaining and MWEB insisting that they had sent it to me in February and a very nasty argument from some high strung female on a power trip, yelling at me, insisting that the Router had been sent and signed for by me (only to apologize the very same evening, for having mixed the up the address). After reading a ton of complaints about the Router and Range Extender, I decided I would NOT use the FREE Router, I had received.

Two weeks ago, I received a phone call from a lady in Cape Town, asking me why I did not use the Router and Range Extender. When I replied I did not want too, I was told that I had to because I accepted the Terms. I then notified the lady that I was not aware of any terms and at NO point did any representative inform me of any terms. After a bit of rambling on her part, I was told I would be contacted later that day.

I was then contacted by a gentleman who insisted that I had to return my free router. He was polite and recognized that I was NOT informed at first about the terms and apologized for the inconvenience. I was then contacted by a woman and told to have the router ready for immediate pick up. The router was picked up on Wednesday.

Today I get an email saying I am going to be charged R799.00 for not handing in the router and using it. Upon receiving the email, I immediately contacted sales and was told that they had not received the router and that I could not cheat and keep something for free. I responded by saying that MWEB had given me the free router and that I had returned it. She said that someone would contact me later today.
Click to expand...

Hi

I apologise for any inconvenience caused by this.

I will escalate this matter to be investigated.
 
Hi Mwebguy, upon arriving hime last night, I did a few tests on the test account. All was fine. I then switched to the [email protected] account, did tests and it behaved the same as the test account. However, when your specialist phone me half an hour later and we tested the same account, ping was up to 807ms and it would not even do the download test.

He said he will log a fault with Telkom and explain to them what is going on as it points to a faulty line. Please follow up for me and ensure this gets expedited. Going on 4 days now with unuseable internet.

Thanks
G
 
Gerhardva said:
Hi Mwebguy, upon arriving hime last night, I did a few tests on the test account. All was fine. I then switched to the [email protected] account, did tests and it behaved the same as the test account. However, when your specialist phone me half an hour later and we tested the same account, ping was up to 807ms and it would not even do the download test.

He said he will log a fault with Telkom and explain to them what is going on as it points to a faulty line. Please follow up for me and ensure this gets expedited. Going on 4 days now with unuseable internet.

Thanks
G
Click to expand...

Thanks for the feedback, I will advise the team dealing with it.
 
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