MWEB Uncapped Subscribers Feedback

[Chevron]

Good morning Sillicur

I am aware that Zord has a 4meg account with us, I am also aware that you have a 384 shaped account with us. Please advise what your expectations are for your 384 shaped account?

I think that everyone is well aware that the accounts are shaped. It's that the perception is that the shaping has become progressively worse.

I do hope that if Telkom ever drop the IPC cost that MWEB would rather use the cash saved for better quality and not cheaper pricing.

 

[MWEBHelp]

In case there are still people that haven't noticed, here are the facts:

If you are experiencing speed issues you will probably notice the pattern of 56k speeds from 8am to midnight, and 4meg speeds from midnight to 8am. The Mweb guys on this forum will ask you for your username and do 'things' to 'fix it'. Nothing will get fixed. Then they will never acknowledge the fat that the network is being throttled or shaped specifically between those hours. Then someone else will post the same problem and they will ask for his account name and so the cycle continues.

They are trying to keep us subscribed for as long as possible before we all jump ship. Wake up and smell the coffee. I have not had speeds over 20k/sec during the daytime for around a month. Nothing has been done. Still waiting for a call from the 'engineers' who have my 'data'.

I am cancelling in the morning and if you want decent internet at a reasonable price I am going with Axxesslite for R19 per gig prepaid. Have been using it for a week and sometimes it has been slow, but most of the time it is great. Try it out! Or one of the other options out there. FREE THE INTERNET! Time to put this lame horse out of its misery...

Good Morning Pabzilla

I have requested that one of our technicians call you today to assist with your query. Please provide us an opportunity to resolve your concerns.

Kind regards,
MWEB guy

 

[Gimaru]

I need support on my billing, and account, but the telephonic support is closed until tomorrow. Is there any way I can get assistance before tomorrow?

Guess not. My internet is back this morning... Had a day without internet yesterday for some reason, now it's back without me having done anything..

Any Mweb assistants, if you would heed me, when I sign into my account on the Mweb page, it takes me to the bloody product listing and pricing, no matter what I do. Is this normal?

 

[Sillicur]

Good morning Sillicur

I am aware that Zord has a 4meg account with us, I am also aware that you have a 384 shaped account with us. Please advise what your expectations are for your 384 shaped account?

Dont give me attitude son. I was commenting on another poster who didnt know Zord had a 4mb line. As for my expectations, I expect the service to be the same as it was since i signed up, up to the start of this month. For this whole month the service is a fraction of what it was in relation to speed. Since Mweb started the uncapped product, i have been on it. Until the start of the month the service was consistent, now its degraded allot. I am not the only one complaining about this. You changed something at the start of this month and i EXPECT you to change it back.

I also expect the shaped 384k account not to slow down to bytes per second during certain times of day, not kb's. BYTES. I also expect NNTP to be shaped, not completely cut off at 0.0kb/s like yesterday. I expect http (not one click hosting) to at least hit over 10kb/s during the day on multiple threads. I expect browsing to at least be decent and youtube to be decent. Im not even talking full line speed, im talking at least half on youtube/general browsing.

You have also ignored my questions:

Q: There has been allot of talk about what we should not get full speeds on, NNTP, P2P, one click hosting etc etc, so i would just like to know what we should expect to get full speed on then? Browsing? Youtube? What? If not, then the account should not be named 384k. If we cannot reach 384k. It should be called 56k-384k uncapped.

Oh yeh, and I expect a game i paid R450 for (starcraft2) which takes 2kb/s max to at least not lag like crazy while as soon as i jump onto afrihost its smooth sailing. I expect you not to shape a game that does not even take more than a gig of cap a month on an "uncapped" account.

That enough of an explanation for you?

 

[Sillicur]

Btw, Mweb Guy, while i was typing my post, there has been 3 replies complaining about your product like the fact that the shaping is getting progressively worse. Clearly its just all in my head right?

 

[Necuno]

Well, cya tomorrow, will probably be at page 780 then.

Close, but no cigar

 

[t1ck3ts]

Oh yeh, and I expect a game i paid R450 for (starcraft2) which takes 2kb/s max to at least not lag like crazy while as soon as i jump onto afrihost its smooth sailing. I expect you not to shape a game that does not even take more than a gig of cap a month on an "uncapped" account.

I for one, along with many, MANY! others, would love this too. Not only is it Starcraft II that's taking a hit, but World of Warcraft along the side. (Even through a proxy service, i cant get any lower than 450ms! Before this month i was getting as low as 210ms)

Last night i had to pay for another axxess account just to play some games, where i am already paying close to R1000 a month on the Mweb 4mb Uncapped service, that's not even being used. The only thing that its used for right now, is my brother downloading his crap, if and when he can.

 

[acidrain]

nothing wrong with my mweb. http://www.imagehost.co.za/share-BCDB_4DE48F23.html

That's with a 384

 

[Sillicur]

I for one, along with many, MANY! others, would love this too. Not only is it Starcraft II that's taking a hit, but World of Warcraft along the side. (Even through a proxy service, i cant get any lower than 450ms! Before this month i was getting as low as 210ms)

Last night i had to pay for another axxess account just to play some games, where i am already paying close to R1000 a month on the Mweb 4mb Uncapped service, that's not even being used. The only thing that its used for right now, is my brother downloading his crap, if and when he can.

Damn man, sad to hear, im only on 384k and it feels as if they stealing from me, dont know how a 4mb user must feel if sc2 or WoW does not work Yeh I also know of MANY people that are struggling with WoW and sc2, but instead of complaining like me they just buy another capped account to play their games on. Sadly, that is not okay Mweb. I used to play wow, constant struggling with internet was one of the reasons I quit Cant really tank hc raids with unstable internet !

 

[duracy]

"again last night internet was slow - Youtube was not streaming mostly anything of worth i had to switch to my webafrica line" - from my Son.
ill be canceling my account and just suffering the cost of capped rates again - " this is painful and not funny" (my sons words not mine.. - i gather he knows what he talking about)

Mweb a word if i may ..look to your customers as a group not an individual they all complaining its slow .and if you go back to your posts a few days ago ..u can see where the prob got worse ..your new Shaping rules.
im not gonna join the club and rant till im blue in the face...this service as it is currently performing is not good at all.

apology's to anyone i offend there is no intent to upset.

keep well and i hope this service improves - i use only about 70 gigs a month well my son does so its in my interest to just go a capped package for now as ill get more bang for the buck than having to play the hope game.

 

[MWEBHelp]

Guess not. My internet is back this morning... Had a day without internet yesterday for some reason, now it's back without me having done anything..

Any Mweb assistants, if you would heed me, when I sign into my account on the Mweb page, it takes me to the bloody product listing and pricing, no matter what I do. Is this normal?

Morning Gimaru,

Please advise with which email address you are attempting to log in?

 

[MWEBHelp]

I for one, along with many, MANY! others, would love this too. Not only is it Starcraft II that's taking a hit, but World of Warcraft along the side. (Even through a proxy service, i cant get any lower than 450ms! Before this month i was getting as low as 210ms)

Last night i had to pay for another axxess account just to play some games, where i am already paying close to R1000 a month on the Mweb 4mb Uncapped service, that's not even being used. The only thing that its used for right now, is my brother downloading his crap, if and when he can.

Morning t1ck3ts

Please provide me your MWEB email address, tracers and pings to the relevant gaming servers. Also please provide me screenshots of your ingame latency and we will look into this for you.

Kind regards,
MWEb Guy

 

[vaalpens]

hmmm Dear Mweb,
just an observation, ignore it if i am being silly and whatnot,
but,
the aggressiveness and frustrations are mostly from people not knowing whats going on with the product, because one day its giving A results, the other day its giving B results, maybe just put the cards out there, tell them this is what they should expect from the product, and this is what they shouldnt expect.

a lot of people want p2p and other non legal stuff to fly, but keep forgetting this is a shaped product, and mweb can do what they want with these protocols, but just communicate to them that this will and always will be on the bottom of the foodchain of a shaped product.
and that you guys are trying your best to prioritise more critical stuff, like voip, http browsing, video streaming and emails etc.


Also, i think anyone who hasnt gone through the WHOLE troubleshooting process, and even eliminating the issue of line/telkom congestion with another ISP should just chillax a bit and work with mweb,
but those who have gone through the whole rollercoaster ride and still not getting results, should keep on flaming and raging, its your right as a consumer to get what you are paying for,
* if you understand what you are paying for*
Mweb in my books are still by far one of the better ISP's out there...

am i making sense?

 

[t1ck3ts]

Morning t1ck3ts

Please provide me your MWEB email address, tracers and pings to the relevant gaming servers. Also please provide me screenshots of your ingame latency and we will look into this for you.

Kind regards,
MWEb Guy

Tracert of the server i am playing on.
Ravenholdt (EU) @ 213.248.123.47 / Stockholm

IS:

Mweb:

 

[MWEBHelp]

"again last night internet was slow - Youtube was not streaming mostly anything of worth i had to switch to my webafrica line" - from my Son.
ill be canceling my account and just suffering the cost of capped rates again - " this is painful and not funny" (my sons words not mine.. - i gather he knows what he talking about)

Mweb a word if i may ..look to your customers as a group not an individual they all complaining its slow .and if you go back to your posts a few days ago ..u can see where the prob got worse ..your new Shaping rules.
im not gonna join the club and rant till im blue in the face...this service as it is currently performing is not good at all.

apology's to anyone i offend there is no intent to upset.

keep well and i hope this service improves - i use only about 70 gigs a month well my son does so its in my interest to just go a capped package for now as ill get more bang for the buck than having to play the hope game.

Morning Duracy

Please direct message me the detail of the account that is being affected, as there are a few accounts linked on your record. Please provide me more detail as to what you are experiencing as well; I will then have our premiere department assist with your query.

Kind regards,
MWEB Guy

 

[bluefire]

hmmm Dear Mweb,
just an observation, ignore it if i am being silly and whatnot,
but,
the aggressiveness and frustrations are mostly from people not knowing whats going on with the product, because one day its giving A results, the other day its giving B results, maybe just put the cards out there, tell them this is what they should expect from the product, and this is what they shouldnt expect.

a lot of people want p2p and other non legal stuff to fly, but keep forgetting this is a shaped product, and mweb can do what they want with these protocols, but just communicate to them that this will and always will be on the bottom of the foodchain of a shaped product.
and that you guys are trying your best to prioritise more critical stuff, like voip, http browsing, video streaming and emails etc.


Also, i think anyone who hasnt gone through the WHOLE troubleshooting process, and even eliminating the issue of line/telkom congestion with another ISP should just chillax a bit and work with mweb,
but those who have gone through the whole rollercoaster ride and still not getting results, should keep on flaming and raging, its your right as a consumer to get what you are paying for,
* if you understand what you are paying for*
Mweb in my books are still by far one of the better ISP's out there...

am i making sense?

I agree, just inform us as to what to expect - P2P and other shaped protocols are fair game and likely to be inconsistent - but what can we expect from high priority protocols... http? I am switching because http is bad, I consider the P2P etc protocols a value add, but http has to be considered an essential service

 

[MWEBHelp]

Tracert of the server i am playing on.
Ravenholdt (EU) @ 213.248.123.47 / Stockholm
Email: jean.lemerle[at]mweb.co.za

IS:

Mweb:

Please see the inbox message I sent you.

 

[vaalpens]

I agree, just inform us as to what to expect - P2P and other shaped protocols are fair game and likely to be inconsistent - but what can we expect from high priority protocols... http? I am switching because http is bad, I consider the P2P etc protocols a value add, but http has to be considered an essential service

i might also cancel end of june, but because im moving to new house, and will have to wait for a adsl line, but i will apply for a mweb account again when everything is installed, but i worked with them, forward Will and MwebGuy all the info i could think of, and my stuff was sorted, http and streaming and m$ updates arent limping anymore.
Jhb - Edenvale Area

 

[MWEBHelp]

hmmm Dear Mweb,
just an observation, ignore it if i am being silly and whatnot,
but,
the aggressiveness and frustrations are mostly from people not knowing whats going on with the product, because one day its giving A results, the other day its giving B results, maybe just put the cards out there, tell them this is what they should expect from the product, and this is what they shouldnt expect.

a lot of people want p2p and other non legal stuff to fly, but keep forgetting this is a shaped product, and mweb can do what they want with these protocols, but just communicate to them that this will and always will be on the bottom of the foodchain of a shaped product.
and that you guys are trying your best to prioritise more critical stuff, like voip, http browsing, video streaming and emails etc.


Also, i think anyone who hasnt gone through the WHOLE troubleshooting process, and even eliminating the issue of line/telkom congestion with another ISP should just chillax a bit and work with mweb,
but those who have gone through the whole rollercoaster ride and still not getting results, should keep on flaming and raging, its your right as a consumer to get what you are paying for,
* if you understand what you are paying for*
Mweb in my books are still by far one of the better ISP's out there...

am i making sense?

I agree, just inform us as to what to expect - P2P and other shaped protocols are fair game and likely to be inconsistent - but what can we expect from high priority protocols... http? I am switching because http is bad, I consider the P2P etc protocols a value add, but http has to be considered an essential service

Morning Guys

Thanks for your input, it is noted. We try and be as transparent as possible and we do address any obsticles we encounter head on. Shaping protocols have been extensively discussed on this forum and we have always advised that speeds will vary on our shaped products. We have also requested our clients on our shaped protocols to rather monitor the data used during the course of the month, rather than speed watch on a daily basis.

With regards to your http, there are a few factors to take into cosideration when dowloading http, where you are downloading from (eg. one click hosting sites are recognised as p2p and will be shaped).

Therefore my question to you bluefire would be, what are your current speeds on http and from which sites are you downloading?

Kind regards,
MWEB Guy

 

[Sillicur]

MWEB Guy, I made a lengthy post in response to what you asked "what do i expect" and you ignore it.

Just so everyone here knows what i have done so far:

Hours of phoning telkom, making 100% its not my line.
Gave the details to Mweb reps multiple times.
Got more capped accounts and tested them all, they were all fine. Only Mweb account gives issues.

What Mweb has done in response:
Gave me some generic response and at one stage, said they changed a setting. The setting they changed was apparently to set off protected access on the account, unblocking ports generally used by hackers, without telling me exactly what they did (it did not help). After i told them it did not help they did not enable it again. A few days later someone tried to access my netteller account and wanted to withdraw money, thankfully there was nothing in it at the time but i had to go through allot of problems to get the netteller account protected and safe again.

Now i get a question about what i expect, i answer them with a lengthy post and they ignore it.

Yes, because you put of the protected access without telling me about it and what it does i hold you personally responsible for the troubles i had with it.

So yeh, i have a good reason to be upset, so fix what you did. Now.