MWEB Uncapped Subscribers Feedback

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Will@MWEB said:
I can see that there is a build up of frustration in this thread again, can I respectfully ask that those having problems provide us with some technical detail of the problems they're having.

I'm aware that some of you are unhappy with the nntp experience - I am monitoring this closely myself and engaging with our engineers to see what can be improved. i did see for myself that during the day yesterday connections to both MWEB News and AstraWeb tapered off to 0 so this is noted and I will try and get something to change here. However has I explained at length the other night this is not a straight forward fix and anything we change here needs to be carefully considered as whatever we give to nntp will have to be taken from somewhere else. Last night though from about 22h00 onwards Astraweb was flying and was still getting good speeds when I left home this morning and before someone says this again I can assure you that I am on the same shaping as the rest of you. I have access to the backend systems and I monitor my own connection so that I can get an external view of the performance on whatever I'm testing at the time.

Other than nntp related complaints, what problems are currently still being experienced? I've noted some video streams being mentioned? Please provide me with detail as to the sites and times of day the problems are experienced so we can replicate and examine the traffic.

I've also noted some of you mentioning high latency in the evenings, please provide command line traces and pings in these cases to MWEB Guy that were taken when you are experiencing the problem. Localized latency problems are generally line or congestion related, if there was an increase in latency on our side it would be experienced by all customers, not in isolated pockets, that's the nature of a centralized network architecture.

I'd also like to just clear up a point regarding cancellation requests made in this space. I completely understand the frustration being expressed here and I am doing everything I can to address your concerns.

It really pains me to see that some of you want to cancel, but obviously every customer is entitled to make this decision if they feel that the product is simply not suited to their needs. I will not however respond to requests to send people cancellation forms on this forum, that is not why we are here. We do have a retention team who manage all such requests so if you are serious about going through with the process please call the contact center and you will be put through to them for assistance.

Kind Regards
Will
Click to expand...

The problem isn't just the recent issues. MWEB are now giving the impression that they are choosing quantity over quality. We already had a dip in performance after the first Seacom break and now again.

Upgrading the 512 clients to 1 Meg for the same price just re-enforces this. Regardless of what the actual affect on the network. The perception is the MWEB wants users to the detriment of a quality connection.

It's quite obvious by now that the 4Mb/s shaped package is priced way to low and that's why we are getting the performance we getting. Unfortunately there is nothing else to do but cancel.
 
Surely mweb could relax the shaping after 7 until 7 the next morning. Making us all happy?

Why throttle and shape the crap out of us for what seems 24/7 now :(. There seems like no other but to cancel.
 
right, so I think I posted waaaaay back in this thread with nothing but praise. some people experienced issues from the onset, but I was very happy from the word go. yes shaping was sometimes rather heavy, but when you paying R500 for uncapped 4mb, one cant really argue. however things have changed... and its quite a big however.

i can now say that it would appear I am being shaped on a per connection basis. is this possible?

regardless of where I downloaded from, and I tested all over the world, I wasnt able to get anything about 40KB/sec. If opened steam it would download at 350KB/sec. Clearly MWEB arent too interested in shaping Steam, which is a really good thing. But the problem is, its taking me longer to download a freaking video driver than an entire game of steam.. ok not quite but you get my point.

your thoughts?
 
To be fair, I was complaining last night that I was getting only 30Kb/sec via Astraweb, but after 12 the shaping was lifted a bit to 100-200Kb/sec and even more as the night progressed.

I'm actually ok with it, as long as it is lifted when the majority of gamers and surfers have gone to bed.
 
Will, can you please be so kind to do a speedtest and tracert using http://testmy.net/ so that I/we can have something to compare against since it seems your line is mostly flawless.

1) 6 meg test
2) tracert to http://testmy.net/

then just paste the results.
Will@MWEB said:
I can see that there is a build up of frustration in this thread again, can I respectfully ask that those having problems provide us with some technical detail of the problems they're having.

I'm aware that some of you are unhappy with the nntp experience - I am monitoring this closely myself and engaging with our engineers to see what can be improved. i did see for myself that during the day yesterday connections to both MWEB News and AstraWeb tapered off to 0 so this is noted and I will try and get something to change here. However has I explained at length the other night this is not a straight forward fix and anything we change here needs to be carefully considered as whatever we give to nntp will have to be taken from somewhere else. Last night though from about 22h00 onwards Astraweb was flying and was still getting good speeds when I left home this morning and before someone says this again I can assure you that I am on the same shaping as the rest of you. I have access to the backend systems and I monitor my own connection so that I can get an external view of the performance on whatever I'm testing at the time.

Other than nntp related complaints, what problems are currently still being experienced? I've noted some video streams being mentioned? Please provide me with detail as to the sites and times of day the problems are experienced so we can replicate and examine the traffic.

I've also noted some of you mentioning high latency in the evenings, please provide command line traces and pings in these cases to MWEB Guy that were taken when you are experiencing the problem. Localized latency problems are generally line or congestion related, if there was an increase in latency on our side it would be experienced by all customers, not in isolated pockets, that's the nature of a centralized network architecture.

I'd also like to just clear up a point regarding cancellation requests made in this space. I completely understand the frustration being expressed here and I am doing everything I can to address your concerns.

It really pains me to see that some of you want to cancel, but obviously every customer is entitled to make this decision if they feel that the product is simply not suited to their needs. I will not however respond to requests to send people cancellation forms on this forum, that is not why we are here. We do have a retention team who manage all such requests so if you are serious about going through with the process please call the contact center and you will be put through to them for assistance.

Kind Regards
Will
Click to expand...
 
I have to say MWEB from a international gaming point of view, my pings have been great. Average ms in WoW is between 240-280 on EU-Zenedar. I game more than I download so I can't complain. Even though I've seen lots of QQ in this forum I'm still going to stick with MWEB. Just because I've never had a bad experience with them, in terms of the product I use and the service I received in the past. I’m on a 4mbps uncapped shaped account in Pretoria.

*Edit*
Also +1 for doing the WTFast thing! Just had to say thanks for that MWEB!
 
Last edited:
Update 10/06/11 @ 10:54am

Live streams have been running well now for the second day in a row , gaming is playable again .. all seems well again in MWEB land.

Lets hope this stays well
 
Pr⊕phet said:
Will, can you please be so kind to do a speedtest and tracert using http://testmy.net/ so that I/we can have something to compare against since it seems your line is mostly flawless.

1) 6 meg test
2) tracert to http://testmy.net/

then just paste the results.
Click to expand...

Hi Prophet, for sure I'd be happy to, I don't have remote control setup to my box atm, but I will implement something over the weekend so I can check this during the day as well. My line conditions are pretty much optimal. I'm fortunate enough to be quite close to the exchange, syncing at 8MB with very low SNR values.
 
Will@MWEB said:
Hi Prophet, for sure I'd be happy to, I don't have remote control setup to my box atm, but I will implement something over the weekend so I can check this during the day as well. My line conditions are pretty much optimal. I'm fortunate enough to be quite close to the exchange, syncing at 8MB with very low SNR values.
Click to expand...

Wish my line can sync at 8Mbps :/
 
m3h said:
I have to say MWEB from a international gaming point of view, my pings have been great. Average ms in WoW is between 240-280 on EU-Zenedar. I game more than I download so I can't complain. Even though I've seen lots of QQ in this forum I'm still going to stick with MWEB. Just because I've never had a bad experience with them, in terms of the product I use and the service I received in the past. I’m on a 4mbps uncapped shaped account in Pretoria.

*Edit*
Also +1 for doing the WTFast thing! Just had to say thanks for that MWEB!
Click to expand...

Thank's for the feedback m3h, I managed to get in a couple of hours WoW last night as well and latencies were nice and stable.
 
Gty said:
Update 10/06/11 @ 10:54am

Live streams have been running well now for the second day in a row , gaming is playable again .. all seems well again in MWEB land.

Lets hope this stays well
Click to expand...

Thanks for the update Gty, much appreciated :)
 
Will@MWEB said:
Hi Prophet, for sure I'd be happy to, I don't have remote control setup to my box atm, but I will implement something over the weekend so I can check this during the day as well. My line conditions are pretty much optimal. I'm fortunate enough to be quite close to the exchange, syncing at 8MB with very low SNR values.
Click to expand...

Thanks, I'd be waiting for the results then in forum or pm.
 
gregmcc said:
You mean Mweb don't give you a fiber connection to your house?! :p
Click to expand...

lol greg, I wish :) For the most part I operate off a standard 4MB shaped product the same as any other customer. I have tested out some of the higher end options from time to time though. Last year when we were trying to resolve the issues with WoW latency I had to download about 9GB worth of updates in a hurry so I opted for a 10mb unshaped profile to get that done - that was scary fast :D
 
Will@MWEB said:
lol greg, I wish :) For the most part I operate off a standard 4MB shaped product the same as any other customer. I have tested out some of the higher end options from time to time though. Last year when we were trying to resolve the issues with WoW latency I had to download about 9GB worth of updates in a hurry so I opted for a 10mb unshaped profile to get that done - that was scary fast :D
Click to expand...

*whispers*Can you uh... hook a brothah up?
Just kidding..
For the most part, NNTP and Torrents have been very acceptable for me the past few weeks. It's just the streaming issue. Sometimes in the evenings youtube videos load very slowly (whereas I'm usually able to stream 720p with only a few buffers throughout the video) and livestreams from sites such as justin.tv, own3d.tv, livestream or ustream have loads of buffers, and only sorts itself out later into midnight.

Sucks because I watch a lot of SC2 livestreams almost every night. =(
 
Nerhzelok said:
*whispers*Can you uh... hook a brothah up?
Just kidding..
For the most part, NNTP and Torrents have been very acceptable for me the past few weeks. It's just the streaming issue. Sometimes in the evenings youtube videos load very slowly (whereas I'm usually able to stream 720p with only a few buffers throughout the video) and livestreams from sites such as justin.tv, own3d.tv, livestream or ustream have loads of buffers, and only sorts itself out later into midnight.

Sucks because I watch a lot of SC2 livestreams almost every night. =(
Click to expand...

I'll take a look at some of those other streams you mentioned myself and see what the experience is like. On the youtube front one thing that should also be highlighted is that I know many of you are fond of using off net DNS servers, such as the Google, or OpenDNS.

That's obviously your prerogative, but our engineers have recently pointed out to me that one of the side-effects of not using the MWEB assigned DNS servers is that you end up bypassing the Google caches on our network.
 
There seems to be a major improvement, I could play KZ3 via PSN with great results all day yesterday and through the night with exception when there was an IPC issue yesterday afternoon. Thanks Mweb. I paid my account and therefore hope this lasts. I still never received my cancellation forms but will let that rest for now and see how things goes from here. I will be doing some downloading and testing again and feed back the results.
 
Still running smoothly here,hoping it still runs fine around 3PM.is there a chart somewhere where i can see how heavy shaping is in different times of the day?
 
MegasXLR said:
There seems to be a major improvement, I could play KZ3 via PSN with great results all day yesterday and through the night with exception when there was an IPC issue yesterday afternoon. Thanks Mweb. I paid my account and therefore hope this lasts. I still never received my cancellation forms but will let that rest for now and see how things goes from here. I will be doing some downloading and testing again and feed back the results.
Click to expand...

Really glad to hear that :) Please let me know if you have any further issues so I can take a look.
 
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