MWEB Uncapped Subscribers Feedback

[john_deckard]

Since this seems to the the Mweb thread - I'm going to have a serious bitch here. About a month ago I requested a line upgrade from 512K to 4MB. I had been trying since I actually signed up to Mweb - and had been given the same "sorry your line can only handle a 512K line speed". So every three or four months I phone Mweb just to check if the exchanges can handle anything faster. A month ago - I did one of my three yearly phone calls to Mweb to enquire if I can get a better line speed. I'm stunned when the agent tells me that the line can be upgraded to 4MB (usually takes 10-14 working days). Cool - I put in the request. I wait 10 days - I hear nothing. I phoned Mweb back. They tell me there was an "error" they will have to redo the request to Telkom. Fine - no worries - please redo the request. Before you do that though - please confirm I can upgrade to 4MB again. They confirm - and say it has been switched over to 4MB speed on Mweb side - and that they are just waiting for Telkom - which they will put in the request again.

I wait another week - still hear nothing from Mweb - I phone again. Sorry it went through - an error came back. What was the error? They can't tell me. So I ask how they actually put the request through - apparently some database - so if it comes back with an error - they just resubmit the request using the same process. (enter the definition of stupidity here). So after multiple phone calls I get through to someone who deals directly with Telkom. They will manually submit the request (my question is why this wasn't done after the first failure). Four weeks later - I get a phone call back from Mweb - unfortunately Telkom cannot upgrade my line as the exchange cannot handle anything faster than a 512K line.
WTF? In the middle of Randburg and the exchange cannot handle faster than a 512K line? But Mweb said it could?

So yeah - I'm not happy with Mweb - their communication was terrible - and clearly their databases are incorrect or they have been giving me the run around. Colour me unimpressed.

 

[Gtx Gaming]

if it can only handle 512k, don't phone back for few month, telkom never do upgrades this fast, you lucky to get 4mb this year even.

 

[MWEBHelp]

Since this seems to the the Mweb thread - I'm going to have a serious bitch here. About a month ago I requested a line upgrade from 512K to 4MB. I had been trying since I actually signed up to Mweb - and had been given the same "sorry your line can only handle a 512K line speed". So every three or four months I phone Mweb just to check if the exchanges can handle anything faster. A month ago - I did one of my three yearly phone calls to Mweb to enquire if I can get a better line speed. I'm stunned when the agent tells me that the line can be upgraded to 4MB (usually takes 10-14 working days). Cool - I put in the request. I wait 10 days - I hear nothing. I phoned Mweb back. They tell me there was an "error" they will have to redo the request to Telkom. Fine - no worries - please redo the request. Before you do that though - please confirm I can upgrade to 4MB again. They confirm - and say it has been switched over to 4MB speed on Mweb side - and that they are just waiting for Telkom - which they will put in the request again.

I wait another week - still hear nothing from Mweb - I phone again. Sorry it went through - an error came back. What was the error? They can't tell me. So I ask how they actually put the request through - apparently some database - so if it comes back with an error - they just resubmit the request using the same process. (enter the definition of stupidity here). So after multiple phone calls I get through to someone who deals directly with Telkom. They will manually submit the request (my question is why this wasn't done after the first failure). Four weeks later - I get a phone call back from Mweb - unfortunately Telkom cannot upgrade my line as the exchange cannot handle anything faster than a 512K line.
WTF? In the middle of Randburg and the exchange cannot handle faster than a 512K line? But Mweb said it could?

So yeah - I'm not happy with Mweb - their communication was terrible - and clearly their databases are incorrect or they have been giving me the run around. Colour me unimpressed.

Hi john_deckard,

Thank you for bringing this to my attention.

With regards to line upgrades at your exchange, the onus is on Telkom to upgrade the exchanges to handle 4MB lines, and only Telkom knows when they will be upgrading which area at which time. I understand you are in Randburg, I will have to look further into this to see if your exchange can handle a 4MB line.

Please PM me your Mweb details and I will provide you with feedback shortly.

Regards,
MWEB Ops

 

[SabreWolfy]

I'm quite surprised how you schedule last minute maintenance and then reschedule at the last minute as well. Are you guys not doing much forward planning at all?

:wtf: Some types maintenance can be planned ahead of time, other types of maintenance are more urgent and cannot necessarily always be scheduled ahead of time. If something needs to be sorted out as soon as possible, should they rather "schedule" it for next month? :wtf:

I thought you'd left MWEB, so your regular monitoring (trolling?) of MWEB threads says a lot about you

 

[john_deckard]

Hi john_deckard,

Thank you for bringing this to my attention.

With regards to line upgrades at your exchange, the onus is on Telkom to upgrade the exchanges to handle 4MB lines, and only Telkom knows when they will be upgrading which area at which time. I understand you are in Randburg, I will have to look further into this to see if your exchange can handle a 4MB line.

Please PM me your Mweb details and I will provide you with feedback shortly.

Regards,
MWEB Ops

Thanks Mweb Guy. I've pmed you my details. Main issue here is the lack of communication and incorrect information Mweb gave me throughout the process. If they had said they would "try" then I would have tempered my expectations. However they said line could definitely take the upgrade, hence expectations changed. Anyway if you could let me know I'd appreciate it.

 

[Lounger]

:wtf: Some types maintenance can be planned ahead of time, other types of maintenance are more urgent and cannot necessarily always be scheduled ahead of time. If something needs to be sorted out as soon as possible, should they rather "schedule" it for next month? :wtf:

I thought you'd left MWEB, so your regular monitoring (trolling?) of MWEB threads says a lot about you

Why are you always answering on Mweb's behalf? Yet you say you have no links to them. Very suspicious indeed. I honestly want to know how a company can mess like this with a live system. It goes against all common sense and support training. If they can reschedule it, it can't be that urgent.

 

[Mephisto_Helix]

It doesn't affect you, you are not an Mweb consumer anymore .... stop trolling you sad chop.

 

[MegasXLR]

Why are you always answering on Mweb's behalf? Yet you say you have no links to them. Very suspicious indeed. I honestly want to know how a company can mess like this with a live system. It goes against all common sense and support training. If they can reschedule it, it can't be that urgent.

Are you using Mweb uncapped?

 

[Prof.Merlin]

Since this seems to the the Mweb thread - I'm going to have a serious bitch here. About a month ago I requested a line upgrade from 512K to 4MB. I had been trying since I actually signed up to Mweb - and had been given the same "sorry your line can only handle a 512K line speed". So every three or four months I phone Mweb just to check if the exchanges can handle anything faster. A month ago - I did one of my three yearly phone calls to Mweb to enquire if I can get a better line speed. I'm stunned when the agent tells me that the line can be upgraded to 4MB (usually takes 10-14 working days). Cool - I put in the request. I wait 10 days - I hear nothing. I phoned Mweb back. They tell me there was an "error" they will have to redo the request to Telkom. Fine - no worries - please redo the request. Before you do that though - please confirm I can upgrade to 4MB again. They confirm - and say it has been switched over to 4MB speed on Mweb side - and that they are just waiting for Telkom - which they will put in the request again.

I wait another week - still hear nothing from Mweb - I phone again. Sorry it went through - an error came back. What was the error? They can't tell me. So I ask how they actually put the request through - apparently some database - so if it comes back with an error - they just resubmit the request using the same process. (enter the definition of stupidity here). So after multiple phone calls I get through to someone who deals directly with Telkom. They will manually submit the request (my question is why this wasn't done after the first failure). Four weeks later - I get a phone call back from Mweb - unfortunately Telkom cannot upgrade my line as the exchange cannot handle anything faster than a 512K line.
WTF? In the middle of Randburg and the exchange cannot handle faster than a 512K line? But Mweb said it could?

So yeah - I'm not happy with Mweb - their communication was terrible - and clearly their databases are incorrect or they have been giving me the run around. Colour me unimpressed.

Where in Randburg are you situated? We moving to kent street next month. Worries me if they only have 512k dsl

 

[Lounger]

Are you using Mweb uncapped?

Sometimes, but I'm not paying for it. I get feedback daily from people who use it for games and downloads. They are always moaning about it.

 

[Pooky]

Internet sloooow today!

 

[MWEBHelp]

Internet sloooow today!

Hi Pooky,

Is it normal browsing that is slow on your side or downloads?

Regards,
MWEB Guy

 

[Pooky]

Hi Pooky,

Is it normal browsing that is slow on your side or downloads?

Regards,
MWEB Guy

Normal browsing, not downloading anything...

 

[MWEBHelp]

Normal browsing, not downloading anything...

Please send me ping and tracert results via PM to a site that you are browsing or wanting to browse in order for me to look further into this.

Regards,
MWEB Guys

 

[john_deckard]

Where in Randburg are you situated? We moving to kent street next month. Worries me if they only have 512k dsl

Mulbarton Street. Good luck. It took five weeks to get connected initially. At the time there was only 5% availability. Telkom won't move me to another exchange. So short of actually moving house - seems like I'm stuck on 512K. It's fabulous watching 3 seconds of a youtube video - waiting 10 seconds for the next 3 seconds to cache. Or having Steam constantly say "network connection is unavailable" because the line is so slow. Or sharing Steam/Windows/any other software updates amongst the 52K of download you get.

I have to say ADSL ("high speed internet") shouldn't be: watch for 3 seconds - wait for 10 - watch for 3 seconds - wait for 10. If the wife is on the line at the same time - I just give up. I find it remarkable that when you actually want to pay more for a better service - you can't because it is "unavailable". Gees this is bloody Randburg we're talking about. I suppose Mweb isn't the problem (albeit their poor comms) - Telkom is.

 

[killadoob]

John deck dude have you tested another account bud? Without testing another account you won't know who is to blame.

Also get a program that limits your wife's pc to say 10, she can browse. If you play games you better limit her computer or you will lag to hell and back everytime she uses the net. Go get a free 1gb account from afrihost and test it.

 

[Gtx Gaming]

i got this from mweb facebook page.

We’re celebrating the anniversary of MWEB Uncapped ADSL by launching a new offering tomorrow. It’s Unbelievable – and Unwrapped!

wonder what it is o.0

im hoping its less shaped product just for tad more bucks, say same price as openweb gold and about the same performance,

 

[MWEBHelp]

Note that this maintenance has been rescheduled. We will let you know as soon as we have a new date and time.

Please note that the JHB IPC Maintenance has now been rescheduled for tomorrow morning between 03h00 and 04h00, P2P will be cut back during this period.

Regards
MWEB Guy

 

[MVGL]

@ MWEB Guy - I feel for you buddy. I also have a personal Account wihth you guys which is not always great but man, you are taking some serious abuse. Mostly from Noobs. As I said, I feel for you.

 

[SabreWolfy]

i got this from mweb facebook page.

We’re celebrating the anniversary of MWEB Uncapped ADSL by launching a new offering tomorrow. It’s Unbelievable – and Unwrapped!

wonder what it is o.0

im hoping its less shaped product just for tad more bucks, say same price as openweb gold and about the same performance,

Ooooh! Although, last time there was a "big announcement", it was the DStv/MWEB thing ... :erm:



What about an uncapped account that's unshaped for the first X GB and shaped thereafter? MWEB has said they're not interested in returning to capped accounts, so it obviously has to be something to do with uncapped, and the most contentious issue on uncapped accounts is shaping....

What does "unwrapped" in the promo mean? :wtf:

It's a "new" offering, so they won't be upgrading all capped users to uncapped for example, or changing existing uncapped accounts.