The Mweb drop-outs are back.

daveza said:
Dns fails so every site is a problem.

And no, my router does not disconnect - ever.
Click to expand...

Hi daveza,

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

Kind regards,
MWEB Guy
 
I think i'm having a similar problem.
Last night my connection dropped, then after a while I had a look on the router and it shows that my line speed is 1024 (supposed to be a 4 mb line), and the gateway and dns is empty. I sent an email to the support guys, so will see what they say.
 
herit said:
I think i'm having a similar problem.
Last night my connection dropped, then after a while I had a look on the router and it shows that my line speed is 1024 (supposed to be a 4 mb line), and the gateway and dns is empty. I sent an email to the support guys, so will see what they say.
Click to expand...

Good morning herit, please provide me your MWEB email address and I will look into this for you.
 
Hi MWEB Guy,

Last week I enquired of any problems on your network, then you replied that I should try to test with another ISP account. I dont have another account to test on, but since then nothing has become any better.

I checked on the router the SNR Margin, which was on 21dB down, and 14dB up, cant exactly remember the Line Attenuation values, think it was 33dB down, 18dB up. Have no idea if that is of any help though.

The thing is, since last week the MWEB 4mb account is acting very strange. I download at 3-5 BYTES/s and then for a short while 10-15 KB/s on Steam, switched from the JHB Mweb content server to Cape Town - same thing. It is not my Firewall, which is disabled. Downloads are max 70KB/s, Youtube videos fail to stream (I can download them). The person playing Minecraft has alot of lag, disconnects etc (local server), I played Heroes of Newerth internation EU servers... either @ 280ms OR unplayable 350ms with stutter :/. Guild Wars the same thing : VERY RARELY do I see a green icon in Guild Wars (indicating sub-250ms pings) EVER on this account, I got that last night....{usually other times it is 450-650ms} BUT then after a minute or two, it goes up to +1000ms. speedtest.net shows a ping of 27ms to JHB / Pretoria, with a download of 1.8Mbps, and upload of 0.35Mbps. People also are not downloading anything, because I asked them not to for the testing.

Something is wrong, the dialup is pathetic! I dont know what or where, but I have turned of the router for a minute and reconnected, no difference.

Can you maybe just reset the account from your side please, then I will check at home this afternoon after 17:00.
 
Last edited:
CVRChameleon said:
Hi MWEB Guy,

Last week I enquired of any problems on your network, then you replied that I should try to test with another ISP account. I dont have another account to test on, but since then nothing has become any better.

I checked on the router the SNR Margin, which was on 21dB down, and 14dB up, cant exactly remember the Line Attenuation values, think it was 33dB down, 18dB up. Have no idea if that is of any help though.

The thing is, since last week the MWEB 4mb account is acting very strange. I download at 3-5 BYTES/s and then for a short while 10-15 KB/s on Steam, switched from the JHB Mweb content server to Cape Town - same thing. It is not my Firewall, which is disabled. Downloads are max 70KB/s, Youtube videos fail to stream (I can download them). The person playing Minecraft has alot of lag, disconnects etc (local server), I played Heroes of Newerth internation EU servers... either @ 280ms OR unplayable 350ms with stutter :/. Guild Wars the same thing : VERY RARELY do I see a green icon in Guild Wars (indicating sub-250ms pings) EVER on this account, I got that last night....{usually other times it is 450-650ms} BUT then after a minute or two, it goes up to +1000ms. speedtest.net shows a ping of 27ms to JHB / Pretoria, with a download of 1.8Mbps, and upload of 0.35Mbps. People also are not downloading anything, because I asked them not to for the testing.

Something is wrong, the dialup is pathetic! I dont know what or where, but I have turned of the router for a minute and reconnected, no difference.

Can you maybe just reset the account from your side please, then I will check at home this afternoon after 17:00.
Click to expand...

Good Morning CVRChameleon,

May I delete your current session?
 
Hi Everyone

I've just come out of a discussion with some of our senior engineers about these reports and the possible causes.

In order to isolate this issue we need to first come up with a definite list of customers who are experiencing the same problem.

Firstly if your DSL connection is physically dropping when you experience the connectivity loss then this is not the issue being described, which is not to say that we don't care about the problem, but please take those up with MWEB Guy separately as possible line faults and he will assist.

Secondly I saw one mention from someone of their connection dropping when they made a call using the analog line. This is also a separate issue and is most likely related to a lack of, or faulty micro filters.

Now if your symptoms are that you intermittently lose Connectivity / DNS without the line dropping then please read on as we would really like to isolate and resolve the cause of this.

Step 1: Please sound off on here and give MWEB Guy your username in private so that we can do the basic verification of line conditions and then add you to the list of affected customers.

Step 2: Please provide MWEB Guy with the following test results:

A ping test to an IP address. We want to determine if this is a loss of network connectivity, or a DNS problem.
A tracert to the same IP address
Also please include in this information the exact date and time the problem occurred.

Step 3: If you are able to complete the ping test to an IP successfully please change your primary DNS server to 8.8.8.8 and let us know if this resolves the problem immediately and also if it prevents future occurrences of the problem.

Please note that we do not recommend the use of Google DNS as a long term solution as it has a significant impact on the way you access certain cached content available on our network, this is purely for troubleshooting purposes.

Also please share any other information that you've picked up about the issue which may seem relevant.

Our engineers will be implementing some additional monitoring and running tests from our side once we have your feedback to try and isolate this issue.

Thanks everyone in advance for your assistance :)

Kind Regards
Will
 
Step 3: If you are able to complete the ping test to an IP successfully
Click to expand...

Able or unable ?

It's going to be tricky as these drop-outs normally last less than a minute.
 
Last edited:
daveza said:
Able or unable ?

It's going to be tricky as these drop-outs normally last less than a minute.
Click to expand...

Hi daveza,

If you are able to ping the IP then it points more towards a DNS issue, hence the further test with Google DNS to try and isolate the issue.

If you cannot ping the IP then it points to a network related issue and the results of this will assist our technicians in attempting to isolate the problem.

As this is not a widepsread problem affecting all of our customers we suspect at this point that it may be localized to certain exchanges, or Telkom ESRs, but we need more hard and fast data to carry out our own tests to try and verify this.

Regards,

MWEB Guy
 
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