MWEB Uncapped Subscribers Feedback

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hambone said:
Hello Mr. MWEB

I've been a customer of yours since April, before then my parents (aka moms and pops) were customers of your since internet in a can. I'm now over this fallacy you call uncapped. Since April its been a rocky ride, some months better than others, coupled with promises of increasing capacity. So I hung around, using the service when it worked and keeping quiet when it was shaky.

I fully support the contention that I have bought a shaped service and I should get used to it, but that is not what I'm getting any longer. Since the end of October I have got on average speeds of 15KB/s on torrents during the day, and roughly 150Kb/s average at (the dead of) night. I was under the impression that the shaping policy was dynamic and changed as peoples usage changed. Thats clearly not the case as you can notice a definite change on the hour.

The extent of the shaping during office hours should be severe, after all thats what I'm paying for, but at speeds like what I have been experiencing its no longer acceptable. The shaping has rendered any downloads off torrents unusable, its a total joke. Even at the dead of night, which I was led to believe would give considerably better speeds at the launch, is not acceptable. Furthermore I can empathize with the folks that are gaming as the latencies that I have been subjected to are unbearable. Even small downloads are stalling before completion, YouTube is constantly buffering and streaming is a nightmare. Even a miserable stream off grooveshark is impossible.

Something needs to be done Mr MWEB. I have a 4Mbps account, that syncs at 3Mbps (hardly your fault) and I never reach top speed even at 3Mbps, your service is bordering on impossible to use. Browsing is fine for the most part, IMAP's timeout occasionally, but the moment I use something more bandwidth sensitive like video everything comes to a grinding halt. You folk need to get cracking on making the service usable again: get more bandwidth, the uglification of your Cisco routers... I have no idea what you need to do, but just do something, or at least admit there is a problem.

I've done everything I can possibly do from my side to make sure everything is fine. I'm at the end of the line now, buck up or shod off.
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Hi Hambone

Please advise me if I am correct in assuming that your main concern is downloads from our news server?

Regards,
MWEB Operations
 
As I’m sure many of you are aware we are working closely with our vendors to isolate an issue which is causing high latencies for World Of Warcraft players. At the request of our vendors in order to conduct further tests this evening we will be delaying the activation of afterhours shaping policies. We apologise for any inconvenience caused.

Kind regards
MWEB Operations
 
MWEB Operations said:
As I’m sure many of you are aware we are working closely with our vendors to isolate an issue which is causing high latencies for World Of Warcraft players. At the request of our vendors in order to conduct further tests this evening we will be delaying the activation of afterhours shaping policies. We apologise for any inconvenience caused.

Kind regards
MWEB Operations
Click to expand...

Guess your shaping policies arn't dynamic then.
 
That is super weak. I got this so far this month :

DayUp kb/sDown kb/s
19-Nov-10745
18-Nov-1023142
17-Nov-1019114
16-Nov-101147
15-Nov-101876
14-Nov-1031212
13-Nov-1030215
12-Nov-1022112
11-Nov-102479
10-Nov-1024140
09-Nov-1024110
08-Nov-1019105
07-Nov-1030140
06-Nov-1033173
05-Nov-1032131
04-Nov-1021122
03-Nov-1041164
02-Nov-1025123
01-Nov-1019103
 
MWEB Operations said:
As I’m sure many of you are aware we are working closely with our vendors to isolate an issue which is causing high latencies for World Of Warcraft players. At the request of our vendors in order to conduct further tests this evening we will be delaying the activation of afterhours shaping policies. We apologise for any inconvenience caused.

Kind regards
MWEB Operations
Click to expand...

Seriously? I couldn't be assed about WoW latency right now, at the moment there's something wrong with downloading via HTTP (has been for the past couple of hours) which I can only assume is due to something having happened with your shaping policies. Right now I'm trying to download a 6mbit file at a WHOPPING 8KB/s on my 4mbit uncapped ADSL. Seriously, if this keeps up, post CPA you guys are going to be in really hot water because there's no way you're providing the service at advertised levels right now.
 
Tharaxis said:
Seriously? I couldn't be assed about WoW latency right now, at the moment there's something wrong with downloading via HTTP (has been for the past couple of hours) which I can only assume is due to something having happened with your shaping policies. Right now I'm trying to download a 6mbit file at a WHOPPING 8KB/s on my 4mbit uncapped ADSL. Seriously, if this keeps up, post CPA you guys are going to be in really hot water because there's no way you're providing the service at advertised levels right now.
Click to expand...

Issue appears to be clearing up, for now it seems I can download via HTTP at full speed again.
 
MWEB Operations said:
As I’m sure many of you are aware we are working closely with our vendors to isolate an issue which is causing high latencies for World Of Warcraft players. At the request of our vendors in order to conduct further tests this evening we will be delaying the activation of afterhours shaping policies. We apologise for any inconvenience caused.

Kind regards
MWEB Operations
Click to expand...

Ha ha ha
 
We are delaying the activation of afterhours shaping policies this evening, please bear with us while we conduct these tests. We continually strive to improve our levels of service.
 
MWEB Operations said:
We are delaying the activation of afterhours shaping policies this evening, please bear with us while we conduct these tests. We continually strive to improve our levels of service.
Click to expand...

I have a torrent going @ 18 kB/s, in the general scheme of things this is relatively miraculous (as sad as that may be). :D
 
MWEB Operations said:
We are delaying the activation of afterhours shaping policies this evening, please bear with us while we conduct these tests. We continually strive to improve our levels of service.
Click to expand...

Dear Mweb, thanks for the 6 + months plus great service, hope you guys sort out the issues we faced with recently.
Its sad to see so many people not getting what they paid for and at the same time have the Mweb name dragged through the ........
 
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