MWEB Uncapped Subscribers Feedback

[Will@MWEB]

Hey thanks for the quick replies. My line used to be fine on 2mb at a SNR Margin of about 12 at 59 attenuation downstream. I would get a constant 200kb/s download. The line can handle I would say up to about 2.5mb, I just ask them to drop it to 1mb so as to reduce the amount of CRC Errors. The problem I face is that Telkom are not willing to help me. The fact that I achieve a sync is good enough for them. CRC Errors? LOL, I dont think they even understand what I mean when I say that. I have pointed out a tree growing into the telephone pole behind my house, one technician said its a problem and he would help (nothing happened), another technician said its not a problem(the tree is pushing the pole over). No one will help me and its been over 6 months of me trying to sort this out. I am at the end of my wits. I sent a private message to Mweb Operations with my line number stats and mweb account info. I really hope you guys are either able to help me by speaking to Telkom on my behalf or just pointing me in the right direction so that I can make something actually happen.

Edit: I have also mentioned to them countless times that the Telkom box by Disa Street, my telkom box, has no lock on it. I went to go check in it about a month ago. It hadnt been raining for quite some time but inside the box it was so damp and wet. No seal on either side of the Telkom Box doors. I mentioned this to them on the phone but again, doesnt matter to them as long as im syncing.

Thanks Zord. The detailed info about the tree and the damp box is also very useful and could very well be the places we should be looking for your problem. Quite often it can come down to something simple like a waterlogged box, a short in an old worn cable, or rusted connectors.

 

[Zord]

Another raid night, another spot on the bench due to me benching myself because of getting insane lag spikes. I monitor my modem stats and nothing really happens except for spikes in my SNR Margin, where it normally sits on 22, its on 19 at the moment, dropping to 14-15. Its impossible to play. Every 10 seconds I get graphic spikes and cant use abilities. This is on trash mobs. As soon as you get to a boss, the buffer gets full and you get disconnected. I love playing WoW and raiding in a hardcore raiding guild, situated in the EU. I want to contiue doing so but until this is resolved they are never going to trust in my connection. As I speak it is raining, a storm about to hit, during the storm its completely unplayable. Whenever I have bad weather, completely unusable. Cant even check websites.

 

[MWEBHelp]

Hi Zord,

Please see my reply to the PM you sent me earlier.

Regards
MWEBOps

 

[Fader4]

i have been having nothing but awesome performance out of my mweb line lately, nice one guys.... keep it up.

 

[Gtx Gaming]

its pitty to hear zord, i was also 5 hours day guild at start of cata, with mweb and was really nice difference over my 3g from mtn :/

So i know feeling , pitty telkom is so useless, all they care about is money so as your line sync, they can make money of you , so they could not care less, BRING ON LLU!!

 

[Zord]

I know it really is a pity. Mweb (Never even thought it was their fault, but had to check) has been nothing but amazing in regards to helping me. Not to mention the Mweb Uncapped offering definitely has changed my life. So I just want to take this moment to actually say thank you so much Mweb. Your customer service is a bright light in the Broadband community of South Africa.

Mweb Operations I will send you a tracert and a ping of the previous hop before my gameserver(since you cant ping the actual IP as it is protected against pings). It clearly shows the packet loss which hopefully you are able to show Telkom. They wont listen to me anymore. In fact the last time I phoned 0800 375 375, I had an experience I will never forget. At the start of the call it asks you to enter your landline number. When I enter my landline number and go through to the next part of the Voice prompts and press 1 for Report a fault, it would disconnect me. Seemed very strange. Tried a few more times. Same thing. Luckily I have another line in my house. I phoned again, put the other number in, and no problems. Was able to get through to the Fault Reporting with no disconnections. Whether I am paranoid or not I am a logical person. They must hate me so much from phoning them all the time, but luckily the hatred I have for Telkom totally outweights anything bad they do to me.

 

[MWEBHelp]

Hi Zord

Thank you for all the kind words, we will continue to do all we can for all our customers.
I hope we get your issue resolved soon.

Regards
MWEB Ops

 

[Ronjay]

Starting from last night my line speed has been terrible. Especially with websites, it's taking ages to load web pages. Local and international. I've had it before but not for so long. I can't even get to emails, just the mweb logo comes up and nothing else. Have to say that I've been happy with Mweb, except for the shaping but that's a whole other matter. I really have no major complaints. But it would be nice to be able to at least access websites. Please Mweb help.

 

[MWEBHelp]

Hi Ronjay

Please PM me your MWEB account details and I'll look into it for you.

Regards,
MWEB Ops

 

[BeoTeK]

Starting from last night my line speed has been terrible. Especially with websites, it's taking ages to load web pages. Local and international. I've had it before but not for so long. I can't even get to emails, just the mweb logo comes up and nothing else. Have to say that I've been happy with Mweb, except for the shaping but that's a whole other matter. I really have no major complaints. But it would be nice to be able to at least access websites. Please Mweb help.

I second that.

In the matter of shaping, I know there is on torrent and p2p activity. Mine have come to a grinding halt in that respect.

But I have had disconnecting problems as well, other than slow(ish) connection speeds even for a 384k line speed. I connect using a PPPoE connection though I don't think this should be an issue.

Thanks in this regard.

 

[Ronjay]

Hi Ronjay

Please PM me your MWEB account details and I'll look into it for you.

Regards,
MWEB Ops

Hi, I PMed the details to you. Hope you can help as it's really frustrating.

 

[Blaze786]

Thanks to Mweb, seems fixed

 

[MWEBHelp]

Thanks to Mweb, seems fixed

No problem at all Blaze786

You know we here to assist.

Regards,
MWEB Ops

 

[Ronjay]

OK Mweb, I've managed to get things sorted out. Wasn't a problem from you guys. The cleaner mistakenly damaged the splitter box at the wall and I didn't see it. Have to get another one but I managed to get things sorted out for the time being. Thanks for the Patience o mybb and at the call centre.

 

[MWEBHelp]

OK Mweb, I've managed to get things sorted out. Wasn't a problem from you guys. The cleaner mistakenly damaged the splitter box at the wall and I didn't see it. Have to get another one but I managed to get things sorted out for the time being. Thanks for the Patience o mybb and at the call centre.

Hi Ronjay

No problem at all, we are here to assist you.

Regards,
MWEB Ops

 

[Will@MWEB]

OK Mweb, I've managed to get things sorted out. Wasn't a problem from you guys. The cleaner mistakenly damaged the splitter box at the wall and I didn't see it. Have to get another one but I managed to get things sorted out for the time being. Thanks for the Patience o mybb and at the call centre.

Glad you got that one sorted out Ronjay and thanks for illustrating the wide variety of things that should not be overlooked when you suddenly start having connectivity problems. It reminds me about that story with the life support system and the vacuum cleaner

 

[Fudzy]

Glad you got that one sorted out Ronjay and thanks for illustrating the wide variety of things that should not be overlooked when you suddenly start having connectivity problems. It reminds me about that story with the life support system and the vacuum cleaner

Do you keep record of what percentage of problems exist between subscriber and exchange vs subscriber and isp etc?

 

[Will@MWEB]

Do you keep record of what percentage of problems exist between subscriber and exchange vs subscriber and isp etc?

We do have a lot of reporting available Fudzy, not specifically looking at just the factors you mentioned but general reporting and trend analysis in terms of measuring the type and volume of calls that we get in as well as the exchange level faults (DSLAM etc) that we know about and their potential customer impact.

 

[Fudzy]

We do have a lot of reporting available Fudzy, not specifically looking at just the factors you mentioned but general reporting and trend analysis in terms of measuring the type and volume of calls that we get in as well as the exchange level faults (DSLAM etc) that we know about and their potential customer impact.

Ah good, just checking. Would be interesting to know what percentage of problems exist between the keyboard & chair

 

[TheYak]

Latency was bad for me in WoW last night. Browsing was also slow. Telkom are coming out today, hopefully, to come and check my line. Hopefully they'll sort it out once and all.

Heh, probably wishful thinking...