MWEB Uncapped Subscribers Feedback

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Still timeouts. Still nothing more from Mweb than "your query has been escalated" In 3 weeks that i have reported this they have had no improvement. Mweb are you unwilling to fix this problem? 3 Weeks and no concrete evidence that the fault is even making progress.

How does one contact higher ups of Mweb to complain about the poor service the support team is giving?
 
MWEB Guy said:
Are the sites taking long to load? Can you send me ping and traceroute results of sites that are taking long to load.

Regards,
MWEB Guy
Click to expand...

Seems you are ignoring my post because you posted and replied to the post just above mine 14 minutes ago. Good to know.
 
Here's an example of one. I realise the latency isn't that bad, but why is it so inconsistent!? It jumps from like 290/300 up to nearly 500 sometimes.

ping -c 20 www.stormchasing.co.za
PING stormchasing.co.za (75.126.193.13): 56 data bytes
64 bytes from 75.126.193.13: icmp_seq=0 ttl=45 time=292.707 ms
64 bytes from 75.126.193.13: icmp_seq=1 ttl=45 time=433.344 ms
64 bytes from 75.126.193.13: icmp_seq=2 ttl=45 time=456.614 ms
64 bytes from 75.126.193.13: icmp_seq=3 ttl=45 time=479.592 ms
64 bytes from 75.126.193.13: icmp_seq=4 ttl=45 time=400.340 ms
64 bytes from 75.126.193.13: icmp_seq=5 ttl=45 time=423.308 ms
64 bytes from 75.126.193.13: icmp_seq=6 ttl=45 time=447.249 ms
64 bytes from 75.126.193.13: icmp_seq=7 ttl=45 time=470.779 ms
64 bytes from 75.126.193.13: icmp_seq=8 ttl=45 time=391.214 ms
64 bytes from 75.126.193.13: icmp_seq=9 ttl=45 time=414.495 ms
64 bytes from 75.126.193.13: icmp_seq=10 ttl=45 time=283.334 ms
64 bytes from 75.126.193.13: icmp_seq=11 ttl=45 time=460.727 ms
64 bytes from 75.126.193.13: icmp_seq=12 ttl=45 time=483.567 ms
64 bytes from 75.126.193.13: icmp_seq=13 ttl=45 time=405.048 ms
64 bytes from 75.126.193.13: icmp_seq=14 ttl=45 time=428.241 ms
64 bytes from 75.126.193.13: icmp_seq=15 ttl=45 time=452.116 ms
64 bytes from 75.126.193.13: icmp_seq=16 ttl=45 time=475.049 ms
64 bytes from 75.126.193.13: icmp_seq=17 ttl=45 time=308.686 ms
64 bytes from 75.126.193.13: icmp_seq=18 ttl=45 time=418.733 ms
64 bytes from 75.126.193.13: icmp_seq=19 ttl=45 time=441.600 ms

--- stormchasing.co.za ping statistics ---
20 packets transmitted, 20 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 283.334/418.337/483.567/58.045 ms

Did it again, so you can see the inconsistency!

ping -c 20 www.stormchasing.co.za
PING stormchasing.co.za (75.126.193.13): 56 data bytes
64 bytes from 75.126.193.13: icmp_seq=0 ttl=45 time=417.733 ms
64 bytes from 75.126.193.13: icmp_seq=1 ttl=45 time=281.924 ms
64 bytes from 75.126.193.13: icmp_seq=2 ttl=45 time=464.037 ms
64 bytes from 75.126.193.13: icmp_seq=3 ttl=45 time=384.733 ms
64 bytes from 75.126.193.13: icmp_seq=4 ttl=45 time=407.876 ms
64 bytes from 75.126.193.13: icmp_seq=5 ttl=45 time=430.571 ms
64 bytes from 75.126.193.13: icmp_seq=6 ttl=45 time=453.847 ms
64 bytes from 75.126.193.13: icmp_seq=7 ttl=45 time=476.674 ms
64 bytes from 75.126.193.13: icmp_seq=8 ttl=45 time=397.779 ms
64 bytes from 75.126.193.13: icmp_seq=9 ttl=45 time=420.669 ms
64 bytes from 75.126.193.13: icmp_seq=10 ttl=45 time=425.482 ms
64 bytes from 75.126.193.13: icmp_seq=11 ttl=45 time=569.111 ms
64 bytes from 75.126.193.13: icmp_seq=12 ttl=45 time=387.153 ms
64 bytes from 75.126.193.13: icmp_seq=13 ttl=45 time=410.501 ms
64 bytes from 75.126.193.13: icmp_seq=14 ttl=45 time=433.544 ms
64 bytes from 75.126.193.13: icmp_seq=15 ttl=45 time=456.714 ms
64 bytes from 75.126.193.13: icmp_seq=16 ttl=45 time=479.844 ms
64 bytes from 75.126.193.13: icmp_seq=17 ttl=45 time=400.695 ms
64 bytes from 75.126.193.13: icmp_seq=18 ttl=45 time=423.370 ms
64 bytes from 75.126.193.13: icmp_seq=19 ttl=45 time=446.563 ms

--- stormchasing.co.za ping statistics ---
20 packets transmitted, 20 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 281.924/428.441/569.111/52.713 ms

Traceroute...


traceroute www.stormchasing.co.za
traceroute to stormchasing.co.za (75.126.193.13), 64 hops max, 52 byte packets
1 192.168.1.254 (192.168.1.254) 2.969 ms 0.921 ms 0.846 ms
2 41-133-108-1.dsl.mweb.co.za (41.133.108.1) 6.839 ms 6.947 ms 7.258 ms
3 te1-1-0.502.cpt-ipc-1.mweb.co.za (196.28.178.166) 8.254 ms 7.672 ms 8.958 ms
4 vlan92.cpt-hscore-1.mweb.co.za (196.28.179.11) 9.361 ms 8.280 ms 7.792 ms
5 tengige0-2-0-0.11.cpt-up-1.mweb.co.za (196.28.178.97) 11.575 ms 11.742 ms 10.211 ms
6 pos0-0-3-0.lon-up-1.mweb.co.za (196.22.164.2) 165.137 ms 161.221 ms 160.906 ms
7 149.6.98.5 (149.6.98.5) 161.170 ms
149.6.98.17 (149.6.98.17) 160.544 ms
149.6.98.5 (149.6.98.5) 167.035 ms
8 te7-6.ccr01.lon01.atlas.cogentco.com (154.54.36.165) 178.104 ms 163.321 ms 161.039 ms
9 te0-2-0-4.mpd21.lon13.atlas.cogentco.com (154.54.57.94) 415.189 ms 238.338 ms 373.609 ms
10 te0-3-0-4.ccr21.bos01.atlas.cogentco.com (154.54.30.129) 241.547 ms
te0-2-0-4.ccr21.bos01.atlas.cogentco.com (66.28.4.189) 370.536 ms
te0-6-0-3.mpd21.jfk02.atlas.cogentco.com (154.54.45.229) 247.172 ms
11 te0-1-0-1.ccr21.jfk07.atlas.cogentco.com (154.54.1.134) 362.604 ms
te0-1-0-1.mpd21.jfk02.atlas.cogentco.com (154.54.44.5) 246.371 ms
te0-0-0-3.mpd22.jfk02.atlas.cogentco.com (154.54.5.250) 289.638 ms
12 gblx.jfk07.atlas.cogentco.com (154.54.14.70) 237.313 ms 374.605 ms
te0-0-0-1.ccr21.jfk07.atlas.cogentco.com (154.54.46.70) 238.181 ms
13 gblx.jfk07.atlas.cogentco.com (154.54.14.70) 373.552 ms
softlayer-technologies-inc.ethernet11-3.ar9.nyc1.gblx.net (206.165.75.234) 235.658 ms 374.324 ms
14 softlayer-technologies-inc.ethernet11-3.ar9.nyc1.gblx.net (206.165.75.234) 239.972 ms 372.481 ms
ae7.bbr02.tl01.nyc01.networklayer.com (173.192.18.177) 238.914 ms
15 ae1.bbr01.eq01.chi01.networklayer.com (173.192.18.132) 372.953 ms
ae7.bbr02.tl01.nyc01.networklayer.com (173.192.18.177) 285.816 ms 426.701 ms
16 po3.bbr01.eq01.dal01.networklayer.com (173.192.18.136) 277.787 ms 436.632 ms
ae1.bbr01.eq01.chi01.networklayer.com (173.192.18.132) 258.856 ms
17 po3.bbr01.eq01.dal01.networklayer.com (173.192.18.136) 455.593 ms
po5.dar01.sr01.dal01.networklayer.com (173.192.18.191) 282.781 ms 429.571 ms
18 po5.dar01.sr01.dal01.networklayer.com (173.192.18.191) 279.944 ms 537.158 ms
po2.fcr02.sr04.dal01.networklayer.com (66.228.118.182) 512.010 ms
19 * po2.fcr02.sr04.dal01.networklayer.com (66.228.118.182) 528.330 ms 510.129 ms
20 * * *
21 * * *

As you can see, timeouts. I got a timeout on a ping request now too. But for the most part that hasn't been happening. I am not sure exactly how to interpret these things, is it just the server on which the website is hosted?

Edit: Just pinged bbc.co.uk and got completely normal and consistent results. So it must be the stormchasing website then...
 
Internet today has been painfully slow for me today regardless of what i have tried to access. On my 4mb line only getting download speeds of 0.39Mbps and uploads of 0.11Mbps from speedtest.net have rembooted router twice with no joy.
 
On another slightly unrelated note, isn't google.co.za hosted locally? Or is it also with a provider which doesn't peer openly with MWEB? Because I did a traceroute for that and latency is too high for normal local... Or is it just tracing to the incorrect IP? :/

Edit: I see there was also a timeout in the middle there.


traceroute www.google.co.za
traceroute: Warning: www.google.co.za has multiple addresses; using 209.85.146.103
traceroute to www.l.google.com (209.85.146.103), 64 hops max, 52 byte packets
1 192.168.1.254 (192.168.1.254) 1.510 ms 0.871 ms 0.830 ms
2 41-133-108-1.dsl.mweb.co.za (41.133.108.1) 7.198 ms 6.939 ms 6.843 ms
3 te1-1-0.502.cpt-ipc-1.mweb.co.za (196.28.178.166) 8.436 ms 8.433 ms 8.834 ms
4 vlan92.cpt-hscore-1.mweb.co.za (196.28.179.11) 8.455 ms 8.406 ms 8.436 ms
5 tengige0-2-0-0.11.cpt-up-1.mweb.co.za (196.28.178.97) 16.616 ms 10.378 ms 10.385 ms
6 pos0-0-3-0.lon-up-1.mweb.co.za (196.22.164.2) 172.347 ms * 165.280 ms
7 195.66.224.125 (195.66.224.125) 163.218 ms 161.666 ms 173.588 ms
8 209.85.252.76 (209.85.252.76) 168.596 ms
209.85.255.175 (209.85.255.175) 170.089 ms 162.745 ms
9 209.85.253.196 (209.85.253.196) 171.444 ms 176.729 ms
209.85.253.94 (209.85.253.94) 161.629 ms
10 66.249.95.173 (66.249.95.173) 167.882 ms
72.14.232.134 (72.14.232.134) 171.900 ms 172.269 ms
11 209.85.249.31 (209.85.249.31) 170.733 ms 202.001 ms 168.257 ms
12 216.239.46.73 (216.239.46.73) 183.175 ms
216.239.46.85 (216.239.46.85) 182.320 ms 167.425 ms
13 bru01s01-in-f103.1e100.net (209.85.146.103) 381.903 ms 230.152 ms 382.338 ms
 
Sillicur said:
Still timeouts. Still nothing more from Mweb than "your query has been escalated" In 3 weeks that i have reported this they have had no improvement. Mweb are you unwilling to fix this problem? 3 Weeks and no concrete evidence that the fault is even making progress.

How does one contact higher ups of Mweb to complain about the poor service the support team is giving?
Click to expand...

Hi Sillicur,

I have checked the open log on the account and have added a note. What I noticed as well is the query is with our Network team and as soon as there is feedback from them, we will notify you thereof.

Regards,
MWEB Guy
 
Dames said:
Here's an example of one. I realise the latency isn't that bad, but why is it so inconsistent!? It jumps from like 290/300 up to nearly 500 sometimes.

ping -c 20 www.stormchasing.co.za
PING stormchasing.co.za (75.126.193.13): 56 data bytes
64 bytes from 75.126.193.13: icmp_seq=0 ttl=45 time=292.707 ms
64 bytes from 75.126.193.13: icmp_seq=1 ttl=45 time=433.344 ms
64 bytes from 75.126.193.13: icmp_seq=2 ttl=45 time=456.614 ms
64 bytes from 75.126.193.13: icmp_seq=3 ttl=45 time=479.592 ms
64 bytes from 75.126.193.13: icmp_seq=4 ttl=45 time=400.340 ms
64 bytes from 75.126.193.13: icmp_seq=5 ttl=45 time=423.308 ms
64 bytes from 75.126.193.13: icmp_seq=6 ttl=45 time=447.249 ms
64 bytes from 75.126.193.13: icmp_seq=7 ttl=45 time=470.779 ms
64 bytes from 75.126.193.13: icmp_seq=8 ttl=45 time=391.214 ms
64 bytes from 75.126.193.13: icmp_seq=9 ttl=45 time=414.495 ms
64 bytes from 75.126.193.13: icmp_seq=10 ttl=45 time=283.334 ms
64 bytes from 75.126.193.13: icmp_seq=11 ttl=45 time=460.727 ms
64 bytes from 75.126.193.13: icmp_seq=12 ttl=45 time=483.567 ms
64 bytes from 75.126.193.13: icmp_seq=13 ttl=45 time=405.048 ms
64 bytes from 75.126.193.13: icmp_seq=14 ttl=45 time=428.241 ms
64 bytes from 75.126.193.13: icmp_seq=15 ttl=45 time=452.116 ms
64 bytes from 75.126.193.13: icmp_seq=16 ttl=45 time=475.049 ms
64 bytes from 75.126.193.13: icmp_seq=17 ttl=45 time=308.686 ms
64 bytes from 75.126.193.13: icmp_seq=18 ttl=45 time=418.733 ms
64 bytes from 75.126.193.13: icmp_seq=19 ttl=45 time=441.600 ms

--- stormchasing.co.za ping statistics ---
20 packets transmitted, 20 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 283.334/418.337/483.567/58.045 ms

Did it again, so you can see the inconsistency!

ping -c 20 www.stormchasing.co.za
PING stormchasing.co.za (75.126.193.13): 56 data bytes
64 bytes from 75.126.193.13: icmp_seq=0 ttl=45 time=417.733 ms
64 bytes from 75.126.193.13: icmp_seq=1 ttl=45 time=281.924 ms
64 bytes from 75.126.193.13: icmp_seq=2 ttl=45 time=464.037 ms
64 bytes from 75.126.193.13: icmp_seq=3 ttl=45 time=384.733 ms
64 bytes from 75.126.193.13: icmp_seq=4 ttl=45 time=407.876 ms
64 bytes from 75.126.193.13: icmp_seq=5 ttl=45 time=430.571 ms
64 bytes from 75.126.193.13: icmp_seq=6 ttl=45 time=453.847 ms
64 bytes from 75.126.193.13: icmp_seq=7 ttl=45 time=476.674 ms
64 bytes from 75.126.193.13: icmp_seq=8 ttl=45 time=397.779 ms
64 bytes from 75.126.193.13: icmp_seq=9 ttl=45 time=420.669 ms
64 bytes from 75.126.193.13: icmp_seq=10 ttl=45 time=425.482 ms
64 bytes from 75.126.193.13: icmp_seq=11 ttl=45 time=569.111 ms
64 bytes from 75.126.193.13: icmp_seq=12 ttl=45 time=387.153 ms
64 bytes from 75.126.193.13: icmp_seq=13 ttl=45 time=410.501 ms
64 bytes from 75.126.193.13: icmp_seq=14 ttl=45 time=433.544 ms
64 bytes from 75.126.193.13: icmp_seq=15 ttl=45 time=456.714 ms
64 bytes from 75.126.193.13: icmp_seq=16 ttl=45 time=479.844 ms
64 bytes from 75.126.193.13: icmp_seq=17 ttl=45 time=400.695 ms
64 bytes from 75.126.193.13: icmp_seq=18 ttl=45 time=423.370 ms
64 bytes from 75.126.193.13: icmp_seq=19 ttl=45 time=446.563 ms

--- stormchasing.co.za ping statistics ---
20 packets transmitted, 20 packets received, 0.0% packet loss
round-trip min/avg/max/stddev = 281.924/428.441/569.111/52.713 ms

Traceroute...


traceroute www.stormchasing.co.za
traceroute to stormchasing.co.za (75.126.193.13), 64 hops max, 52 byte packets
1 192.168.1.254 (192.168.1.254) 2.969 ms 0.921 ms 0.846 ms
2 41-133-108-1.dsl.mweb.co.za (41.133.108.1) 6.839 ms 6.947 ms 7.258 ms
3 te1-1-0.502.cpt-ipc-1.mweb.co.za (196.28.178.166) 8.254 ms 7.672 ms 8.958 ms
4 vlan92.cpt-hscore-1.mweb.co.za (196.28.179.11) 9.361 ms 8.280 ms 7.792 ms
5 tengige0-2-0-0.11.cpt-up-1.mweb.co.za (196.28.178.97) 11.575 ms 11.742 ms 10.211 ms
6 pos0-0-3-0.lon-up-1.mweb.co.za (196.22.164.2) 165.137 ms 161.221 ms 160.906 ms
7 149.6.98.5 (149.6.98.5) 161.170 ms
149.6.98.17 (149.6.98.17) 160.544 ms
149.6.98.5 (149.6.98.5) 167.035 ms
8 te7-6.ccr01.lon01.atlas.cogentco.com (154.54.36.165) 178.104 ms 163.321 ms 161.039 ms
9 te0-2-0-4.mpd21.lon13.atlas.cogentco.com (154.54.57.94) 415.189 ms 238.338 ms 373.609 ms
10 te0-3-0-4.ccr21.bos01.atlas.cogentco.com (154.54.30.129) 241.547 ms
te0-2-0-4.ccr21.bos01.atlas.cogentco.com (66.28.4.189) 370.536 ms
te0-6-0-3.mpd21.jfk02.atlas.cogentco.com (154.54.45.229) 247.172 ms
11 te0-1-0-1.ccr21.jfk07.atlas.cogentco.com (154.54.1.134) 362.604 ms
te0-1-0-1.mpd21.jfk02.atlas.cogentco.com (154.54.44.5) 246.371 ms
te0-0-0-3.mpd22.jfk02.atlas.cogentco.com (154.54.5.250) 289.638 ms
12 gblx.jfk07.atlas.cogentco.com (154.54.14.70) 237.313 ms 374.605 ms
te0-0-0-1.ccr21.jfk07.atlas.cogentco.com (154.54.46.70) 238.181 ms
13 gblx.jfk07.atlas.cogentco.com (154.54.14.70) 373.552 ms
softlayer-technologies-inc.ethernet11-3.ar9.nyc1.gblx.net (206.165.75.234) 235.658 ms 374.324 ms
14 softlayer-technologies-inc.ethernet11-3.ar9.nyc1.gblx.net (206.165.75.234) 239.972 ms 372.481 ms
ae7.bbr02.tl01.nyc01.networklayer.com (173.192.18.177) 238.914 ms
15 ae1.bbr01.eq01.chi01.networklayer.com (173.192.18.132) 372.953 ms
ae7.bbr02.tl01.nyc01.networklayer.com (173.192.18.177) 285.816 ms 426.701 ms
16 po3.bbr01.eq01.dal01.networklayer.com (173.192.18.136) 277.787 ms 436.632 ms
ae1.bbr01.eq01.chi01.networklayer.com (173.192.18.132) 258.856 ms
17 po3.bbr01.eq01.dal01.networklayer.com (173.192.18.136) 455.593 ms
po5.dar01.sr01.dal01.networklayer.com (173.192.18.191) 282.781 ms 429.571 ms
18 po5.dar01.sr01.dal01.networklayer.com (173.192.18.191) 279.944 ms 537.158 ms
po2.fcr02.sr04.dal01.networklayer.com (66.228.118.182) 512.010 ms
19 * po2.fcr02.sr04.dal01.networklayer.com (66.228.118.182) 528.330 ms 510.129 ms
20 * * *
21 * * *

As you can see, timeouts. I got a timeout on a ping request now too. But for the most part that hasn't been happening. I am not sure exactly how to interpret these things, is it just the server on which the website is hosted?

Edit: Just pinged bbc.co.uk and got completely normal and consistent results. So it must be the stormchasing website then...
Click to expand...

Thanks for the information.

I would advise you to monitor and keep me informed should you have any other questions.

Regards,
MWEB Guy
 
AmonRe said:
Internet today has been painfully slow for me today regardless of what i have tried to access. On my 4mb line only getting download speeds of 0.39Mbps and uploads of 0.11Mbps from speedtest.net have rembooted router twice with no joy.
Click to expand...

Hi AmonRe,

Please can you PM me your account details in order for me to look into this from our side.

Regards,
MWEB Guy
 
No need, to worry just yet all is fine again. One question though is why do i some times get amazing pings to London based fps game servers between 7pm and 10pm some days and other days not. On average i get 150ms-230ms which is playable but of late it spikes constantly between 320ms and 500ms?
 
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