MWEB Uncapped Subscribers Feedback

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Lounger said:
This seems to be the stock response, Will.

Half your customers are screaming that service is below par and you want to tell them to reboot individual routers for 30 mins (or is it 20 :)) or blame telkom.

This is why people get upset.
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Well Lounger I don't have stats at my fingertips, but based on experience I would say that probably 60-70 percent of the volume that comes through our ADSL call center relates to router/line/exchange and general Telkom outage related issues. It therefore stands to reason that a large percentage of the complaints that occur here have one of these factors as their source so it would be poor technical support if we simply excluded these factors from our troubleshooting on the grounds that it gave you an opportunity to cry blame shifting.

Now if the rest of you gentleman will excuse me I really have to attend to some of my other duties for the duration of the afternoon. Thanks StNick for a very engaging and thought provoking discussion - if you are still experiencing such poor speeds today I really would urge you to consider allowing MWEB Guy to do further troubleshooting on the matter, vaalpens is watching us like a hawk and based on his feedback I'd say we're in a much better situation today :)

@Anthropoid I'm really not sure what other commentary I can give you other than the general responses I have made here, you need to choose the product that suits your needs and budget the most. I'm not going to deliver commentary on the performance of our product vs other ISPS - that's not what I'm here for.
if you are still experiencing problems with youtube buffering then let's investigate further as to the best of my knowledge this issue has been resolved so we now have to consider other factors in your case.
 
Lounger said:
This seems to be the stock response, Will.

Half your customers are screaming that service is below par and you want to tell them to reboot individual routers for 30 mins (or is it 20 :)) or blame telkom.

This is why people get upset.
Click to expand...

Well Lounger I don't have stats at my fingertips, but based on experience I would say that probably 60-70 percent of the volume that comes through our ADSL call center relates to router/line/exchange and general Telkom outage related issues. It therefore stands to reason that a large percentage of the complaints that occur here have one of these factors as their source so it would be poor technical support if we simply excluded these factors from our troubleshooting.

Now if the rest of you gentleman will excuse me I really have to attend to some of my other duties for the duration of the afternoon. Thanks StNick for a very engaging and thought provoking discussion - if you are still experiencing such poor speeds today I really would urge you to consider allowing MWEB Guy to do further troubleshooting on the matter, vaalpens is watching us like a hawk and based on his feedback I'd say we're in a much better situation today :)

@Anthropoid I'm really not sure what other commentary I can give you other than the general responses I have made here. You need to choose the product that suits your needs and budget the most. I'm not going to deliver commentary on the performance of our product vs other ISPS - that's not what I'm here for.
if you are still experiencing problems with youtube buffering then let's investigate further as to the best of my knowledge this issue has been resolved so we now have to consider other factors in your case.
 
Will@MWEB said:
@Anthropoid I'm really not sure what other commentary I can give you other than the general responses I have made here. You need to choose the product that suits your needs and budget the most. I'm not going to deliver commentary on the performance of our product vs other ISPS - that's not what I'm here for.
if you are still experiencing problems with youtube buffering then let's investigate further as to the best of my knowledge this issue has been resolved so we now have to consider other factors in your case.
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Appreciate the generic responses given and have taken note,
I will troubleshoot / test tonight when possible and keep in touch with your agents.

As a side note, not saying you should comment on product A vs product B comparison - but that is the process of elimination one has to follow in this case.
Debonairs vs Romans pizza (food analogy)
 
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hambone said:
See, now I'm super confused.... 4096kbps account give me this speed test:



Line is synced at 6144kbps. Hmmm....
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I am also getting full speed with line tests but still running at 32kb/s on HTTP thats the problem, somewhere shaping is happening on HTTP which needs to be resolved.
 
Yes! This is exactly what I have been experiencing. All speed tests that I have done this past week show speeds of between 3.8MB/s to even 5.6MB/s with low pings. Even international servers have shown speeds as high as 3.6MB/s.....but trying to download anything via http has given me speeds of between 10KB/s and 60KB/s. I really hope, as some have been reporting today, that things are improving. Have to wait till I get home to test things out.
 
Will@MWEB said:
So if you're still only getting half a loaf of bread today and we are looking at general reports, not just here, but in other channels as well of an improved situation then isn't it time that we took a close look at your situation in isolation and did some good old fashioned troubleshooting?
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Will, I'm not really sure what is left to troubleshoot... I am well past any notions that the speeds I am seeing have anything to do with my account and/or my line. It has been an exhausting three days of investigation on my part, having worked closely with 8 friends of mine who are also MWEB subscribers, and the result of that investigation is clear. I'm really not interested in jumping through the usual troubleshooting hoops of local speed tests and logging faults with Telkom when I have long-since eliminated these things already. In fact, I am SO brazenly confident of my test results and that it is NOT in any way related to my own personal situation, that I will go so far as to issue a challenge!

I challenge ALL 4MB MWEB Uncapped users in the Durban area who have either a Dropbox account (or similar) or Web Hosting in Europe or the States, to try and download a file of 20MB or more at an average rate of more than 75KB/sec using a single connection (so no download managers). Time your download and work out what the average speed was at the end (don't look at the realtime speed). Once done, rename the file to bypass any possible local caching that has taken place, and then give the URL to a Cape Town user. I suspect you will find that the user in Cape Town will get the same file at least two to three times as fast.

From the comments here, I'm pretty sure that JHB users can do the same tests as JHB / DBN traffic all seems to go via Midrand. However, I have not personally tested the speeds in JHB so I only have the DBN / CPT comparison to go on.
 
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Houston we have a problem

Ok done some more testing (4MB) from Hillcrest, MWEB = about 30kb, then switched to my Afrihost account and voila full speed 400, back to MWEB and back to 30kb within a time span of 5 minutes. Time 02:39PM Friday 27 May 2011. File downloaded was Windows Service Pack 1 from the USA site. Then tried to download trial version of Xilisoft Video Converter from a completely different site.

Forgot to mention vaalpens, below are the details

Single threads only and no download accellerators and I tried Firefox 4.0.1 and IE 9 and both the same results.
 
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coskey_t said:
Ok done some more testing (4MB) from Hillcrest, MWEB = about 30kb, then switched to my Afrihost account and voila full speed 400, back to MWEB and back to 30kb within a time span of 5 minutes. Time 02:39PM Friday 27 May 2011. File downloaded was Windows Service Pack 1 from the USA site. Then tried to download trial version of Xilisoft Video Converter from a completely different site.
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single or multiple threads?
 
StNick said:
Will, I'm not really sure what is left to troubleshoot... I am well past any notions that the speeds I am seeing have anything to do with my account and/or my line. It has been an exhausting three days of investigation on my part, having worked closely with 8 friends of mine who are also MWEB subscribers, and the result of that investigation is clear. I'm really not interested in jumping through the usual troubleshooting hoops of local speed tests and logging faults with Telkom when I have long-since eliminated these things already. In fact, I am SO brazenly confident of my test results and that it is NOT in any way related to my own personal situation, that I will go so far as to issue a challenge!

I challenge ALL 4MB MWEB Uncapped users in the Durban area who have either a Dropbox account (or similar) or Web Hosting in Europe or the States, to try and download a file of 20MB or more at an average rate of more than 75KB/sec using a single connection (so no download managers). Time your download and work out what the average speed was at the end (don't look at the realtime speed). Once done, rename the file to bypass any possible local caching that has taken place, and then give the URL to a Cape Town user. I suspect you will find that the user in Cape Town will get the same file at least two to three times as fast.

From the comments here, I'm pretty sure that JHB users can do the same tests as JHB / DBN traffic all seems to go via Midrand. However, I have not personally tested the speeds in JHB so I only have the DBN / CPT comparison to go on.
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Hey StNick, I too can confirm that a single thread from my hosted server in Europe maxes out between 30 to 60 KB/s during the day, and opens up too maximum speed shortly after midnight. I can prove this with a graph as well, as I see you use RouterOS for your graphing, which I do as well. So I took it a step further, and downloaded the same file with my Wife's SAIX account. I was able to download it full 4MB line speed. There should be no point in "troubleshooting" as the tests are as clear as daylight !!!
 
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single threads are shaped on the shaped products,
a lot of hosted servers are shaped as well, cause they can provide seedboxes
 
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Well for me life has returned to normal for me on mweb..

I am currently downloading with astraweb with an SSL connection.. at normal speeds for this time of the day.

Thanks Will and Mweb Guy for sorting things out.
 
fbman said:
Well for me life has returned to normal for me on mweb..

I am currently downloading with astraweb with an SSL connection.. at normal speeds for this time of the day.

Thanks Will and Mweb Guy for sorting things out.
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Dont say your using SSL, they will know you using a port you should not use on NNTP and they will cancel your account. Cause getting speeds you paid for in an account in any way possible will get your account cancelled.
 
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