MWEB Uncapped Subscribers Feedback

[Degaron]

steam is defently shaped as it takes like 30mins to login sometimes. this is one of the few reasons why im canceling my account as the Openweb account at this moment performs much better for the services I use it for. If mweb can provide me with affordable Gaming,Streaming and General use account,I would be more then happy to sign up for. but at this moment this account is not serving my needs and I do not feel paying 219 for it justify's it for just Browsing with it.

before you get confused we use MWEB internet addict at work and I use the Normal home one at home or use to.

 

[MWEBHelp]

I'm not saying don't shape this services, no matter what their use, I'm saying you can't really hold your userbase responsible for downloading from a service that isn't on your radar yet - no matter what the content they're downloading... as far as I am aware it is illegal for ISPs to monitor what users download anyway?

A few months ago, think in March, I downloaded a Bluray rip of a HD Demo disc used to calibrate video and audio - I'm sure its perfectly legit as the disc consists of freely downloadable content - source was multiple files on some file host, I think it might of been rapidshare.

Also - I have an SLR - I took over 300 photo's at a track day a couple of weeks ago - say 25MB a photo - thats 7.5GB - with a 4MB line it could theoritcally 5 hours to upload - thats quicker than writing to disc and couriering to Johannesburg. I use the photograph example because I actually have a friend that prefers to work this way.

I'm sure there are many legitimate reasons for using these service - I also accept that most are probably not legit., but that should not be a concern of MWEBs?

Valid points, but this is precisely why we agreed to put a warning and feedback process in place so to be honest I think your concerns are well covered.

If we ever hit the situation where we address what looks like bypassing with someone and they can come back with a clear cut situation like yours above, showing that this was simply a type of usage that we didn't take into account, then we will adjust the traffic manager and our thinking accordingly and move forward from there - does that seem fair enough to you?

 

[whatwhat]

Yes, I do have friends on MWEB and yes,
they all are saying the same thing and yes,
nothing is improving.

That's my question that MWEB keeps ignoring. What sort of difference will the September upgrades bring to existing users, bar the removal of the SAIX @mweb realm?
Are we still going to sit with 20kb/s? Are you going to just keep adding the whole internet to your throttle list?

 

[Necuno]

try this. in the steam dir, look for registry.blob. delete, close and make sure it's on south africa.

i don't have log in issues, it's the fact that today i want to try out king arthur which is close to 9 gig download, tomorrow i hate it and go for men at war which is also around 9 gig and finally i get tire of those and go for borderlands....

...now repeat that situation with 2 users who has steam.

steam is defently shaped as it takes like 30mins to login sometimes. this is one of the few reasons why im canceling my account as the Openweb account at this moment performs much better for the services I use it for. If mweb can provide me with affordable Gaming,Streaming and General use account,I would be more then happy to sign up for. but at this moment this account is not serving my needs and I do not feel paying 219 for it justify's it for just Browsing with it.

before you get confused we use MWEB internet addict at work and I use the Normal home one at home or use to.

 

[GingerBeer]

That's my question that MWEB keeps ignoring. What sort of difference will the September upgrades bring to existing users, bar the removal of the SAIX @mweb realm?
Are we still going to sit with 20kb/s? Are you going to just keep adding the whole internet to your throttle list?

I think MWEB is starting to realise that
they can't sustain uncapped and are
increasingly looking at ways of limiting
it.

Downtime gives them a break in which
they seem quickly to change the shaper
settings, hoping no-one will notice.

There has been a steady noticeable
degradation in torrent, game and other
speeds since we joined. Whereas some
were just usable during the day, now they
are completely out of the question on a
384 line. Mention games to tech support
and they try and sell you unshaped. They
are just not interested in anything beyond
browsing.

 

[xrapidx]

Valid points, but this is precisely why we agreed to put a warning and feedback process in place so to be honest I think your concerns are well covered.

If we ever hit the situation where we address what looks like bypassing with someone and they can come back with a clear cut situation like yours above, showing that this was simply a type of usage that we didn't take into account, then we will adjust the traffic manager and our thinking accordingly and move forward from there - does that seem fair enough to you?

MWEB shouldn't be concerned in what data I'm moving, whether it be 10GB of copyrighted material, or 10GB of personal files - I'm not paying for an uncapped service to move a specific type of data - the companies only concerns should be whether I am trying to bypass their shaping. MWEB's role as an ISP is in providing access to data, not access to specific data content. (my view anyways).

Should someone get a the above mentioned warning - and ask that their source be added to MWEBs shaping policy so they can continue using that service, I'm assuming MWEB will do this, otherwise the product is "Uncapped with limited acces to the internet".

Guess we'll have to wait and see what happens when/if users start getting these warnings.

 

[darxx]

/rage.

lolz.

anyone noticed that the mweb uncapped latency to singapore is 150 ms?... whereas it's 400 to england... too strange... too strange... guess it's time to start playing on asian servers.. but i was reasonably sure that singapore was further than europe.. or maybe i'm wrong =/

 

[MWEBHelp]

That's my question that MWEB keeps ignoring. What sort of difference will the September upgrades bring to existing users, bar the removal of the SAIX @mweb realm?
Are we still going to sit with 20kb/s? Are you going to just keep adding the whole internet to your throttle list?

Hi whatwhat I understand your frustration and we're not ignoring your question. The bandwidth upgrades in September will obviously improve the situation, but please understand that shaping is always going to be in effect to some degree on the shaped products. I can also assure you that the upgrade in September is part of an ongoing roadmap for network growth and we will continue to upgrade as demand increases.

 

[MWEBHelp]

I think MWEB is starting to realise that
they can't sustain uncapped and are
increasingly looking at ways of limiting
it.

Downtime gives them a break in which
they seem quickly to change the shaper
settings, hoping no-one will notice.

There has been a steady noticeable
degradation in torrent, game and other
speeds since we joined. Whereas some
were just usable during the day, now they
are completely out of the question on a
384 line. Mention games to tech support
and they try and sell you unshaped. They
are just not interested in anything beyond
browsing.

Thanks again for your valuable input GingerBeer, it's important for us to know how every customer feels about the service, both the positive and the negative and we are most definitely looking at all of the areas of concern you have raised very seriously. Please don't forget to let us have those account details - you mentioned that you have already dealt with a senior manager regarding your refund issues. I'd really like to get involved and facilitate a swift resolution to that for you - it's the least I can do!

Have a Great Day
MWEB Operations(Tech Manager)

 

[Fudzy]

@Mweb operations: Is there no way of removing the shaping on certain destination IP ranges/domain names? Ie. Removing shaping from legitimate apps/services that use odd ports (such as Steam/MSDN etc)

 

[Chevron]

Hi whatwhat I understand your frustration and we're not ignoring your question. The bandwidth upgrades in September will obviously improve the situation, but please understand that shaping is always going to be in effect to some degree on the shaped products. I can also assure you that the upgrade in September is part of an ongoing roadmap for network growth and we will continue to upgrade as demand increases.

Thanks for taking the time to actually comment on that.

I would just like to ask why not have a slightly more expensive "power user" package"? To go from 539 to R1999 is a huge chasm. Why no in between?

 

[xrapidx]

/rage.

lolz.

anyone noticed that the mweb uncapped latency to singapore is 150 ms?... whereas it's 400 to england... too strange... too strange... guess it's time to start playing on asian servers.. but i was reasonably sure that singapore was further than europe.. or maybe i'm wrong =/

I'm no expert - but doesn't the cable go via India - which is closer to Singapore than London?

Need to find a map though, could be way off.

 

[Chevron]

I'm no expert - but doesn't the cable go via India - which is closer to Singapore than London?

Need to find a map though, could be way off.

SAFE goes to asia. So if he has removed the "dsl" from his username he will be on saix which would explain things.

 

[GingerBeer]

Thanks again for your valuable input GingerBeer, it's important for us to know how every customer feels about the service, both the positive and the negative and we are most definitely looking at all of the areas of concern you have raised very seriously. Please don't forget to let us have those account details - you mentioned that you have already dealt with a senior manager regarding your refund issues. I'd really like to get involved and facilitate a swift resolution to that for you - it's the least I can do!

Have a Great Day
MWEB Operations(Tech Manager)

I guess you want me to save you time
having to go through the long list of
people who haven't had their full refund
from MWEB? ;->

Why the 'hardegat' approach dude?

 

[MWEBHelp]

@Mweb operations: Is there no way of removing the shaping on certain destination IP ranges/domain names? Ie. Removing shaping from legitimate apps/services that use odd ports (such as Steam/MSDN etc)

Hi Fudzy. We're definitely not trying to shape the whole Internet as was suggested earlier and we are definitely looking at how we can improve on this from both angles, both in terms of ensuring that we have all of the peer to peer type activities covered, but also in terms ensuring that items such as you've mentioned above provide the correct customer experience.

 

[AVX]

Need to find a map though, could be way off.

 

[GingerBeer]

Hi Fudzy. We're definitely not trying to shape the whole Internet as was suggested earlier and we are definitely looking at how we can improve on this from both angles, both in terms of ensuring that we have all of the peer to peer type activities covered, but also in terms ensuring that items such as you've mentioned above provide the correct customer experience.

The "customer experience".
By this, you mean browsing and
internet banking.

The internet is used for a multitude
of things, including games, video,
music, file-sharing etc.

Explain why games are not considered
a priority?

 

[MWEBHelp]

I guess you want me to save you time
having to go through the long list of
people who haven't had their full refund
from MWEB? ;->

Why the 'hardegat' approach dude?

Billing discrepancies happen in every organisation from time to time, it's happened to me personally on more than one occassion when changing ISPS (of course I only use my own brand now ) If we had a nice neat list of them hidden away somewhere they wouldn't be discrepancies now would they? I can assure you that I'm never 'hardegat' with any of my customers - i'm just really concerned that this matter hasn't been resolved for you and it's my job as an MWEB representative in this space to sort it out for you and ensure that we give feedback to everyone here that we honor these commitments.

I'm sure you can understand that.

 

[MWEBHelp]

The "customer experience".
By this, you mean browsing and
internet banking.

The internet is used for a multitude
of things, including games, video,
music, file-sharing etc.

Explain why games are not considered
a priority?

GingerBeer I'm sure that I've responded to these questions from you before during our lengthy discussion over the weekend, Perhaps you would consider reading back and referring to some of my earlier responses?

 

[Degaron]

dude you cant expect someone who is the face of a company to start being unprofessional. some of you ppl are getting emotions involved in here.


If only I wasint afrikaans then my grammar would be better.