MWEB Uncapped Subscribers Feedback

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auriga1000 said:
@MWEB OPERATIONS

i have been playing nfs world online since launch and until recently had no problems. to bring you up to speed, nfs world utilises a setup launcher each time you launch the game where it checks for updates/patches first before launching the game. On Friday i launched the game as usual, and there was a 70meg patch. My download refused to go past 30meg before bombing out with "check if your internet connection is working" message. Contacted EA who asked me to uninstall game and reinstall. I duly did, now the download was 720meg. I couldn't go past 125meg.
After many reattempts and reinstalls, I decided to use my capped telkom account and the download proceeded from start to finish without a hitch.
what happened?

ps. I have the 4meg uncapped account.
Click to expand...

I had a similar issue with Battlefield.
I raised it with the techie who just
said I should upgrade since MWEB
uncapped isn't for gaming.
 
GingerBeer said:
I had a similar issue with Battlefield.
I raised it with the techie who just
said I should upgrade since MWEB
uncapped isn't for gaming.
Click to expand...

GingerBeer please inbox me your account details, I'd like to look into the call history and address this.
 
GingerBeer said:
We could do a separate poll and see who would
like to play with a 99ms ping on Counterstrike.

If you get >= 70% against you, then you sponsor
a prize for uncapped unshaped ADSL for a month.

Let's see you put your money where you mouth is.

MWEB didn't remove the "ideal for gaming" blurb
from their advertising for nothing.
Click to expand...
subtle bump ...

MWEB Operations, do you accept?
 
Is something up with MWEB today? Went home for lunch and tried dloading something from Rapidshare and it dloaded at a blistering 4KB/s. Speedtest.net gave me a speedtest of 3.5Mb/s. Never seen throttling to this extent before? Im on the Uncapped package.
 
Ice2Cool said:
Is something up with MWEB today? Went home for lunch and tried dloading something from Rapidshare and it dloaded at a blistering 4KB/s. Speedtest.net gave me a speedtest of 3.5Mb/s. Never seen throttling to this extent before? Im on the Uncapped package.
Click to expand...

HI Ice2Cool

PM me your details and we will look into this for you.


Kind Regards
MWEB Operations
 
GingerBeer said:
We could do a separate poll and see who would
like to play with a 99ms ping on Counterstrike.
Click to expand...

GingerBeer I really think that we've covered this point more than adequately in my previous response and I'm afraid I'm not in a position to offer up prizes simply to support my own opinions, which is what you seem to have taken issue with :p

I think you've also made it perfectly clear that you feel that the gaming performance on MWEB's uncapped products could be improved and I respect your opinion on this 200%.

In response to this I have given you lengthy feedback in terms of how MWEB perceives it's gaming customers and our ongoing commitment to improving our services in this area as and when we are able to. I've also mentioned that we are aware of how the IPC network model can affect local gaming for certain customers and that we expect our future network growth to address some of these issues.

We've also had plenty of anecdotal evidence from gamers who say they are quite happy with the gaming experience on the service and seen ping tests that seem bear out their feedback.

I really think the only left to discuss here is your own personal experience on the service, which has clearly left you dissatisfied. Please provide me with your contact details as previously requested and I'll be more than happy to take this discussion further with you offline.

Kind Regards
MWEB Operations (Tech Manager)
 
MWEB Operations said:
GingerBeer I really think that we've covered this point more than adequately in my previous response and I'm afraid I'm not in a position to offer up prizes simply to support my own opinions, which is what you seem to have taken issue with :p

I think you've also made it perfectly clear that you feel that the gaming performance on MWEB's uncapped products could be improved and I respect your opinion on this 200%.

In response to this I have given you lengthy feedback in terms of how MWEB perceives it's gaming customers and our ongoing commitment to improving our services in this area as and when we are able to. I've also mentioned that we are aware of how the IPC network model can affect local gaming for certain customers and that we expect our future network growth to address some of these issues.

We've also had plenty of anecdotal evidence from gamers who say they are quite happy with the gaming experience on the service and seen ping tests that seem bear out their feedback.

I really think the only left to discuss here is your own personal experience on the service, which has clearly left you dissatisfied. Please provide me with your contact details as previously requested and I'll be more than happy to take this discussion further with you offline.

Kind Regards
MWEB Operations (Tech Manager)
Click to expand...

I had to underline the point because you
didn't want to concede where you were
clearly in the wrong.

It also underscores the problem we
generally have with MWEB where they
are very reluctant to own up to problems
of their own making and would rather
project an image that isn't a true one.

In the online gaming community, MWEB
uncapped is not currently the ISP of
choice. In fact I hear moans about it
every day. It wasn't like this at the
start, so again, it is about MWEB altering
the service conditions mid-stream.
 
I know different games show your in game ping differently and I haven't played CS for a while, but in BFBC2 I generally have one of the lowest pings at any time. I've also never had any stability issues, although patching has had one or two problems in the past.

Pings to US WoW servers is also generally about 100ms lower than my previous unshaped, capped account would give me.
 
MWEB Operations said:
Hi Auriga It's a bit difficult to say after the fact, but it sounds as though this could have been a caching issue. We received several reports of customers with a similar problem on a recent BFBC2 patch release however on that one it turned out to be affecting numerous EA customers globally and one of their developers went to the extent of making a standalone patch available.
It seems that it's EA's practice to no longer release standalone patch files as part of their attempts to combat piracy and if my understanding is correct that their in-game content distribution is handled by Akamai which is not always cache friendly. There are certain things we can do to try and resolve these issues when they occur, but we need to have detail such as the name of the file(s) being downloaded and the source addresses, which isn't always easy to obtain with autopatchers.

If you have a problem like this again see if you can obtain that type of detail and then let us know and we'll see if there's anything that we can do to assist.
Click to expand...

thanks
will do.
 
MWEB Operations said:
GingerBeer I really think that we've covered this point more than adequately in my previous response and I'm afraid I'm not in a position to offer up prizes simply to support my own opinions, which is what you seem to have taken issue with :p

I think you've also made it perfectly clear that you feel that the gaming performance on MWEB's uncapped products could be improved and I respect your opinion on this 200%.

In response to this I have given you lengthy feedback in terms of how MWEB perceives it's gaming customers and our ongoing commitment to improving our services in this area as and when we are able to. I've also mentioned that we are aware of how the IPC network model can affect local gaming for certain customers and that we expect our future network growth to address some of these issues.

We've also had plenty of anecdotal evidence from gamers who say they are quite happy with the gaming experience on the service and seen ping tests that seem bear out their feedback.

I really think the only left to discuss here is your own personal experience on the service, which has clearly left you dissatisfied. Please provide me with your contact details as previously requested and I'll be more than happy to take this discussion further with you offline.

Kind Regards
MWEB Operations (Tech Manager)
Click to expand...

While i agree when i was with mweb the latency locally was okish, webafrica was far better. With regards to international gaming you fell very far from the tree. Numerous disconnects, spikes, weird routing through god knows where. I tried to give logs and traceroutes to your engineering departments. Clearly they just bin them when they get them, dont worry axxess are the same. It would appear the only ISP that actually seems to take customer latency reports seriously is perhaps webafrica. They are at least pro-active with regards to that.
 
I still don't understand why MWEB can't make the normal uncapped package 'okay' for gaming... if people game they don't download as much, which works out great for MWEB!
 
gdiza said:
I still don't understand why MWEB can't make the normal uncapped package 'okay' for gaming... if people game they don't download as much, which works out great for MWEB!
Click to expand...

Get yourself the 2400R account its amazing for gaming, just dont drive, or eat, or pay your electricity for that month and you should be fine :D
 
semaphore said:
Get yourself the 2400R account its amazing for gaming, just dont drive, or eat, or pay your electricity for that month and you should be fine :D
Click to expand...

Yeap, exactly my point.

They say the account is uncapped, but we can't download too much, we can't game... *sigh* (well, you can, just be expected to be booted from the server for high pings!)
 
This is one of the main reasons why I went over to Openwebs uncapped lite, works extremely well locally and internationally and it doesint spike. the fact is your dynamic shaping is killing it for gamers.

I tested mweb against Openweb, starcraft 2 login is instant whilst Mweb was taking like 5 to 10 mins to respond.
Gaming uses the same protocols as P2P so if the network takes strain as they always say. everyone will suffer not only the downloaders. thus this account is to be honest fairly useless when it comes to gaming.

What needs to happen here is Mweb must launch a product similar to what IS is doing start shaping the ppl who use 100 to 200GB a month within a 10 day time frame, this account will work alot better and it will be alot more reliable for us ppl who dont want to rape the hell out of the internet.
 
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With regard to gaming, im on the 4mb uncapped package and i do all my online gaming on my ps3 using a wireless connection, i seem to have no prob with FPS's, they seem to be pretty stable, especially Bad Company 2, MW2 does take awhile to find games but once it does it runs smoothly. Fifa though is rather unplayable for me unless im playing againest a south african player
 
Degaron said:
This is one of the main reasons why I went over to Openwebs uncapped lite, works extremely well locally and internationally and it doesint spike. the fact is your dynamic shaping is killing it for gamers.

I tested mweb against Openweb, starcraft 2 login is instant whilst Mweb was taking like 5 to 10 mins to respond.
Gaming uses the same protocols as P2P so if the network takes strain as they always say. everyone will suffer not only the downloaders. thus this account is to be honest fairly useless when it comes to gaming.

What needs to happen here is Mweb must launch a product similar to what IS is doing start shaping the ppl who use 100 to 200GB a month within a 10 day time frame, this account will work alot better and it will be alot more reliable for us ppl who dont want to rape the hell out of the internet.
Click to expand...

That's actually not such a bad idea.

+1
 
Thanks guys, this is really valuable feedback. We're not here to pick a fight with anyone, or to hang around waiting for compliments. We're here to connect with our customers and understand what they think of us and for that to work constructive criticism and suggestions like these are worth 10 times more than the compliments.

I actually agree completely with GingerBeer (although I kind of hope he fell off his chair when I said that). I don't think our uncapped product is at the point yet where it's going to be the 1st choice connection for serious gamers, but then again serious gamers do have very specific needs and can set the bar fairly high as we've discussed here.

What I am glad to see is that there certainly are gamers who find it good enough to play on, that's a good base to start working from in my opinion.

@Degaron. That's good detective work on your part :). We are aware that some in-game content delivery gets handled by the shaper and misdetected as something called 'behavioural download' which gets the same priority as P2P. It's definitely not an ideal situation and we need to work on improving this.
I know our network engineers have most of their attention focused on preparing for the next IPC upgrade right now, but I'll do what I can to get some priority attached to looking into this and at very least provide some feedback soon on what we can and can't do in this area.

Regarding accounts more suited to gaming I agree that the unshaped uncapped product is a bit of an overkill for someone who just wants a good gaming experience and isn't trying to create an offline backup of Demonoid. (a sales person died when I said that :p )

Bear in mind though that both our uncapped products and our IPC network are still relatively new and right now the focus is on strengthening the network and getting a 10mb offering into the market.
We simply wouldn't be doing any justice to our customers right now if we introduced a product tailored for gamers that didn't deliver the goods, but that doesn't mean that it isn't a possiblity for the future.

Kind Regards
MWEB Operations (Tech Manager)
 
Degaron said:
<snip>
What needs to happen here is Mweb must launch a product similar to what IS is doing start shaping the ppl who use 100 to 200GB a month within a 10 day time frame, this account will work alot better and it will be alot more reliable for us ppl who dont want to rape the hell out of the internet
Click to expand...

I just checked some of the axxess feedback, and i'm not so sure that going to work so well, there's people who can barely browse due to the heavy IS shaping

no what actually needs to happen is the people who are circumventing the shaping and getting away with it (saw a thread somewhere here of someone who pulled 50gb in a weekend on mweb :wtf:)should also get either a warning or ban hammer, or MWEB should try and create a account kinda like openweb gold for the more hardcore internet user
 
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I recon I'm cancelling this month - haven't gone much over 100KB/s anytime - even browsing is damn slow.... Youtube/video streaming sites sit buffering most of the time.
 
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