Unacceptable Fibre Performance

[MotaungP]

I am paying R999 per month for an uncapped 100 Mbps / 100 Mbps package, making it even more egregious that I am absolutely not getting my money’s worth.
I work remotely and rely heavily on a stable, high-speed connection to perform my job. The current level of service is completely unacceptable.
On both 13 October and 14 October 2026 at 22:29, I conducted speed tests due to severe lagging. The results were shocking and nowhere near the 100 Mbps line speed I am paying for. I have attached a copy of the speed test results to this email for your immediate review.
When I contacted MWEB on 13 October, I was told the line was provisioned correctly and advised to simply restart my router. I followed these instructions, but it did absolutely nothing to resolve the issue.
Prior to this, I used Vumatel as my underlying infrastructure provider for two years and never experienced a single issue; their service was consistently excellent. I have been on the ClearAccess network for just 3 to 4 months now, and the service has been nothing short of atrocious.
As my Internet Service Provider (MWEB) and Infrastructure Provider (ClearAccess), I require a formal explanation from both parties as to why my line is underperforming so drastically. Please review the attached network logs and provide:

1. A clear technical explanation for the severe speed drops.
2. An immediate, permanent fix to restore my line to its full 100/100 Mbps capacity.
3. Confirmation of how this issue will be monitored to ensure long-term stability.

Please be advised that if this matter is not resolved swiftly and permanently, I will be escalating this formal complaint directly to ICASA (Independent Communications Authority of South Africa) and the ISPA (Internet Service Providers' Association) for breach of service level agreements and unfair consumer treatment.

 

[My_King]

404 : Attachments not found

 

[PBCool]

Hi, are you having these issues via wireless?

The first recommendation would be to try a direct cable connection to your router, to narrow down if its wireless/line/ISP related.

Otherwise you will just end up rebooting your router until you are blue in the face.

 

[netstrider]

Is it not possible to move bavk to Vumatel?

Sounds like CA is the problem.

 

[belator]

I am paying R999 per month for an uncapped 100 Mbps / 100 Mbps package, making it even more egregious that I am absolutely not getting my money’s worth.
I work remotely and rely heavily on a stable, high-speed connection to perform my job. The current level of service is completely unacceptable.
On both 13 October and 14 October 2026 at 22:29, I conducted speed tests due to severe lagging. The results were shocking and nowhere near the 100 Mbps line speed I am paying for. I have attached a copy of the speed test results to this email for your immediate review.
When I contacted MWEB on 13 October, I was told the line was provisioned correctly and advised to simply restart my router. I followed these instructions, but it did absolutely nothing to resolve the issue.
Prior to this, I used Vumatel as my underlying infrastructure provider for two years and never experienced a single issue; their service was consistently excellent. I have been on the ClearAccess network for just 3 to 4 months now, and the service has been nothing short of atrocious.
As my Internet Service Provider (MWEB) and Infrastructure Provider (ClearAccess), I require a formal explanation from both parties as to why my line is underperforming so drastically. Please review the attached network logs and provide:

1. A clear technical explanation for the severe speed drops.
2. An immediate, permanent fix to restore my line to its full 100/100 Mbps capacity.
3. Confirmation of how this issue will be monitored to ensure long-term stability.

Please be advised that if this matter is not resolved swiftly and permanently, I will be escalating this formal complaint directly to ICASA (Independent Communications Authority of South Africa) and the ISPA (Internet Service Providers' Association) for breach of service level agreements and unfair consumer treatment.

Two things stand out:

Why does this seem to be the type of letter an AI agent would prepare?

Secondly, why post it here? This should be addressed directly to MWEB, not a public forum that can advise, but can't solve your problem.

 

[mr_norris]

Why don't you log a ticket with Mweb? You won't get much joy here.

 

[NR7]

Why don't you log a ticket with Mweb? You won't get much joy here.

When I contacted MWEB on 13 October, I was told the line was provisioned correctly and advised to simply restart my router.

Yip that sounds like MWEB...

 

[CrypticZA]

@Mweb Support

 

[mr_norris]

I think OP is a one post wonder and doesn't realise her demands will go unnoticed. But when she shows ICASA and ISPA this thread they will see some pretty cool MyBB people, so not all is lost.

 

[ISP cash cow]

She is probably posting it on all social media sites she can find

 

[Mweb Support]

I am paying R999 per month for an uncapped 100 Mbps / 100 Mbps package, making it even more egregious that I am absolutely not getting my money’s worth.
I work remotely and rely heavily on a stable, high-speed connection to perform my job. The current level of service is completely unacceptable.
On both 13 October and 14 October 2026 at 22:29, I conducted speed tests due to severe lagging. The results were shocking and nowhere near the 100 Mbps line speed I am paying for. I have attached a copy of the speed test results to this email for your immediate review.
When I contacted MWEB on 13 October, I was told the line was provisioned correctly and advised to simply restart my router. I followed these instructions, but it did absolutely nothing to resolve the issue.
Prior to this, I used Vumatel as my underlying infrastructure provider for two years and never experienced a single issue; their service was consistently excellent. I have been on the ClearAccess network for just 3 to 4 months now, and the service has been nothing short of atrocious.
As my Internet Service Provider (MWEB) and Infrastructure Provider (ClearAccess), I require a formal explanation from both parties as to why my line is underperforming so drastically. Please review the attached network logs and provide:

1. A clear technical explanation for the severe speed drops.
2. An immediate, permanent fix to restore my line to its full 100/100 Mbps capacity.
3. Confirmation of how this issue will be monitored to ensure long-term stability.

Please be advised that if this matter is not resolved swiftly and permanently, I will be escalating this formal complaint directly to ICASA (Independent Communications Authority of South Africa) and the ISPA (Internet Service Providers' Association) for breach of service level agreements and unfair consumer treatment.

Hello @MotaungP

Thanks for reaching out.

We'd like the opportunity to investigate the connection performance issue and assist you directly. Please reach out with your registered email address, so we may take a closer look and get you the support you need. We look forward to your DM.

Kind regards,
The Mweb Team

 

[rh1]

Lol mweb suppport on the forum. Bring back memories when the CEO use to engage on this very forum.

Remember one forum member telling the mweb CEO, that their strategy was not sustainable and going into depth around the technical reasons and the associated costs and that they would crash and burn (my words).

Years later, I think he was right.

Mweb chat support is as bad as ADT support. An AI chat loop with no results.