MWEB Uncapped Subscribers Feedback

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Pr⊕phet said:
In the spirit of things I've updated my sig :)
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Why did Afrihost fail on you? Cost aside I had positive experience with them on 50+50g special. Looking now also at Openweb as an alternative or going straight back to Afrihost. MWEB Business failed for us to and we will cancel end of July and will then switch to Neotel fibre.
 
MagicDude4Eva said:
Why did Afrihost fail on you? Cost aside I had positive experience with them on 50+50g special. Looking now also at Openweb as an alternative or going straight back to Afrihost. MWEB Business failed for us to and we will cancel end of July and will then switch to Neotel fibre.
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cap on cap is good yes, but on the uncapped I've used they have failed. Draconian **** made me leave to mweb, mweb was great during the honeymoon period, but it seems all over now. More than 24hrs to sort out a problem is unacceptable, period. I would get fired if I told my boss/client to ****off and wait 24hrs+.
 
news server and p2p is back up

50kb/s on nntp (normally 200+ this time of night)
10kb/s on torrents (normally 100+)

4meg uncapped
 
MagicDude4Eva said:
I will also lodge a formal complaint with the CPA and ICASA as MWEB advertises a product which does not seem to work for the majority of users. One can assume that only people with bad experience post here, but the negative feedback is outright overwhelming. Trying to download Linux via torrents has become impossible and especially people trying to work from home will not be able to show any productivity (connecting to basecamphq.com for project updates is unworkable from home).

The advertised product MWEB Uncapped is not fit for purpose and does not deliver as advertised (i.e. "Use as much data as you like" / "Always-on internet access").
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Remember ... The users that post on this forum are rated as power users and only represent a small percentage of mweb users..I am sure that Mweb works fine for 99% of their users. I know a number of people, that only use their mweb to surf and they are very happy.

I would be careful.. saying "a product which does not seem to work for the majority of users"

O yes.. I am very frustrated, that I cant download when I want and am limited to a very small window.. but as Will stated get use to it.. as it not gonna change. Pity.. they messed up a good product
 
What I dont understand is this. The job of an internet service provider is to provide internet. Internet is not just HTTP, its all the protocols that come with it. I understand the ISP's need for shaping certain services that have a strangle hold of bandwidth on their network like p2p/newsservers etc. but when your shaping causes no flow of information to a customer that is completely unacceptable. If I want to download something, whether its important or not, I want to do so when I feel like it. I dont want to have to be constrained by my ISP to when it suits them to give me bandwidth. Quotes from your product information highlights:

Use as much data as you like (Subject to our Acceptable Use Policy)
Always-on internet access
Ideal for video calling, downloads and running a small office

The first point is completely contradictory. If I took that to the ASA it would be removed immediately and forced (with recent changes) to say "Use a high amount of data on offpeak times when Businesses dont have priority over the network but during the day you wont be able to download anything unless its on the HTTP protocol and still be "Subject to our Acceptable Use Policy""

The second point today was completely bullcrap. Always on internet means always working. When you try to download something and it goes at 0.0kb/s that is not ON, no matter what protocol is uses. That is not working at all. That is off. So much for always on internet.

Third point. Once again take it to the ASA and force you to change it to "Ideal for video calling, downloads(After business hours or on HTTP during the day only) and running a small office"

I have never been taken for a ride by a company before this. You offer an amazing product for over a year, come to the realisation you are losing money due to customers downloading too much and not charging enough for accounts, then enforce a CRAZY shaping policy the precludes the use of any protocol except HTTP during the day unless Businesses arent using the bandwidth. You need to fix something and fix it quick, or soon you will have no customers. I am at my wits end. I give you guys until the end of this month to get your asses into gear or you will lose me as a customer.
 
I cannot help but agree with everyone who is bitching about torrents being totally dead during the day.

It is unacceptable.

But, I suspect MWEB's hands are tied. I'm sure they have no desire whatsoever to piss off their customers, and at the end of the day, I'd prefer to focus my anger on the root causes of the problem, which do not, I feel, lie with MWEB.
 
copacetic said:
I cannot help but agree with everyone who is bitching about torrents being totally dead during the day.

It is unacceptable.

But, I suspect MWEB's hands are tied. I'm sure they have no desire whatsoever to piss off their customers, and at the end of the day, I'd prefer to focus my anger on the root causes of the problem, which do not, I feel, lie with MWEB.
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So where do you think the problem lies?
 
@Zord: It's all covered by the T&C and the AUP. The shaped product is shaped. They offer an unshaped product as well.
 
Its obviously Mweb's problem. Its 8:18pm on a monday night and my download is going at 50-60kb/s on a 1megabit line. Are you telling me businesses are still going and that there isnt enough bandwidth to give me 100kb/s? This is unacceptable.

Whatever I give up, ill pay the extra money for the unshaped service from you guys. I cant deal with your dynamic shaping on the shaped product. Well done you're getting more money from me :(
 
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copacetic said:
I'd imagine in tattered bits and pieces, scattered throughout the history of Telkom, the government and the regulator's involvement in the arrival of the internet in this country.
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Makes no sence, but in a country were we still blame the past for everything maybe, but in truth, Mweb have made changes, and they are responsible. I mean downloading Windows updates, takes forever, last week patch Tuesday, it took over 2 hours to download updates for my computer (127mb was shown as being downloaded), Steam updates are slow, general browsing is slow, continual loss of connection when using Windows Messenger, downloading drivers from Nvidia (10 times slower than normal) the list continues.
 
Zord said:
Its obviously Mweb's problem. Its 8:18pm on a monday night and my download is going at 50-60kb/s on a 1megabit line. Are you telling me businesses are still going and that there isnt enough bandwidth to give me 100kb/s? This is unacceptable.
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Whatever capacity is "left over" after the high-priority protocols, business users and unshaped users have got their slice is divided between all instances (across all users) of non-priority protocols.

If X mbps is available and you are the only user contesting for that on a shaped protocol, you will get all X mbps. However, if you and 1000 other users are contesting for that shaped pool, you will get X/1000 mbps. AFAIK.
 
Zord said:
Its obviously Mweb's problem. Its 8:18pm on a monday night and my download is going at 50-60kb/s on a 1megabit line. Are you telling me businesses are still going and that there isnt enough bandwidth to give me 100kb/s? This is unacceptable.
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SabreWolfy said:
Whatever capacity is "left over" after the high-priority protocols, business users and unshaped users have got their slice is divided between all instances (across all users) of non-priority protocols.

If X mbps is available and you are the only user contesting for that on a shaped protocol, you will get all X mbps. However, if you and 1000 other users are contesting for that shaped pool, you will get X/1000 mbps. AFAIK.
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Or getting 7-8KBs from a gaming server... that's win :)


Pr⊕phet said:
MWEB Guy said:
Thanks for all the information, I am escalating this to our game master to do some testing.
Kind regards, MWEB Guy
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I'll be posting my nettest when it's done. Hopefully soon, but I see HTTP traffic on port 80 is around 7KB/s so far.

I present Moer Stadig™



Code: 
Tracing route to nettest.crypticstudios.com [208.95.184.10]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  10.10.10.1
  2     8 ms     8 ms     9 ms  41-132-36-1.dsl.mweb.co.za [41.132.36.1]
  3    11 ms    10 ms    10 ms  tengig-0-0-0-104.vic-ipc-1.mweb.co.za [196.22.16
9.146]
  4    12 ms    11 ms    10 ms  vl-92.vic-hscore-2.mweb.co.za [196.22.189.3]
  5    20 ms    20 ms    21 ms  TenGigE0-1-0-0.12.vic-up-1.mweb.co.za [196.22.16
9.241]
  6    12 ms    13 ms    15 ms  tengige0-3-1-0.mid-up-1.mweb.co.za [196.22.169.9
4]
  7   236 ms   277 ms   236 ms  pos-1-2-0.lon-up-1.mweb.co.za [196.22.163.230]
  8   234 ms   234 ms   249 ms  149.6.98.5
  9   235 ms   234 ms   234 ms  te7-6.ccr01.lon01.atlas.cogentco.com [154.54.36.
165]
 10   324 ms   329 ms   318 ms  te0-0-0-4.ccr22.bos01.atlas.cogentco.com [130.11
7.0.46]
 11   310 ms   307 ms   335 ms  te3-2.ccr01.bos06.atlas.cogentco.com [154.54.46.
130]
 12   325 ms   311 ms   307 ms  38.111.40.114
 13   308 ms   308 ms   308 ms  nettest.crypticstudios.com [208.95.184.10]

Trace complete.
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PurSpyk!! said:
Makes no sence, but in a country were we still blame the past for everything maybe, but in truth, Mweb have made changes, and they are responsible. I mean downloading Windows updates, takes forever, last week patch Tuesday, it took over 2 hours to download updates for my computer (127mb was shown as being downloaded), Steam updates are slow, general browsing is slow, continual loss of connection when using Windows Messenger, downloading drivers from Nvidia (10 times slower than normal) the list continues.
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My experience has also been rubbish for the last while, I'm not absolving MWEB of blame, I'm just saying that I just have a feeling that all the ISP's are forced to play in an arena where the decks are stacked against them from the word go. An entire country of bandwidth starved internet users, a useless regulator, and the dominance of the Great Evil.

I'm sure if they had the means, they'd be happy to let everyone torrent 24/7, it would make them the most popular ISP in the country by far.

Did they overextend themselves? Yes, clearly, but I have faith that they are doing the best they can, as it's the only thing that makes business sense to me.

Or perhaps I'm just not being cynical enough, who knows.

And frankly, I don't care any more to be honest. Torrents are a dream for rich people, I accept that a picture takes ages to load, and I don't even think about streaming media.

Broadband is for the first world is the conclusion I've come to lol.
 
Consider MWEB's Uncapped offering the same as an all-you-can-eat-buffet. You will get guys eating more than others, but if you repeatedly visit the restaurant (having paid a monthly fee) and you will never get what they have on the menu or they always run out of food or if they ration your portions, you will vote with your feet. MWEB Uncapped is putting us on a major diet, their ISP model is clearly not sustainable (you will always have the moms&pops subsidizing some of the power users, but this is how you build your financial- / product-model).

In my case it was never expected to get near 400KB/sec sustained throughput, but it was certainly any expectation that certain protocols (HTTP/HTTPs, SFTP, SSH, telnet) would provide a workable/pleasant experience. Despite CPA, ASA and a ton of other legislations in place, the company at it's core has decided to ignore the problems reported by customers (a good ISP will attempt to solve every customer's problems) and clouds their problems with intransparency.

I suppose it would acceptable/understandable, if MWEB admits: "Hey all - we messed up, we underestimated the success of this product and we are forced to implement those policies from now on". It is however not understandable, that some users have a brilliant experience and many on this thread have not.

So MWEB, if you can man up and explain your current situation and how/when you are going to address these problems you will avoid massive churn from customers. Keeping silent, resetting accounts and whatever else you do in the background does not instill customer confidence and customer loyalty is diminishing with every day of your silence.

Shaping is understood, provided it is done consistently but still leaving the user with a workable product. Paying for uncapped and not being able to access the most basic services goes against what is advertised. I hope the MWEB support guys take this away to their management team, as your company's reputation is turning from a once well established ISP to a backyard operation. Your many competitors are currently enjoying your demise and you will have noticed a steady migration of accounts from your customer base. You spent tons of money in advertising to attract those customers and now show no explanation why your product has deteriorated and will pay a hefty fine for mismanaging your network and oversubscribing users (at least on the surface this appears to be the case for all the inconsistencies).
 
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