Web Africa Home Uncapped Feedback

Jeff - I'm curious about some comments in this thread. I've been waiting to try your 10mbps uncapped for a while now, and was actually going to purchase a once-off account at the beginning of this month to see whether it was worth making the switch. However, two things stopped me in my tracks, both based on this thread.

Firstly, the amount of negative feedback here. You have a point that there is a fair amount of possibility a lot of uncapped users are satisfied with the service but don't frequent these forums - but it's equally possible they are experiencing the same issues but don't frequent these forums. I was willing to give you guys the benefit of the doubt as a long time hosting customer by and large satisfied with your quality of support and services in the past, but, the second issue I noticed here sealed it for me:

I'm curious as to why people are getting "abuse" emails on an uncapped service? I'm aware Mweb send out abuse emails too, but that seems to be limited to extreme cases in which the person involved admits to having downloaded amounts approaching or exceeding ridiculous numbers like 500gb. Are your throttling/shaping policies and rolling windows not in place specifically to prevent so-called "abuse"? (I still find the term a bit nonsensical when dealing with "uncapped" accounts) If so - what is the purpose then of these emails / warnings / subsequent cut-offs? Surely your preventative measures would kick in long before a user could "abuse" your service?

Interested to hear your thoughts as I had hoped, back in the day, that WA would be one of the ISPs to approach "true" uncapped.
 
bullfrog said:
https://my.elitehost.co.za/speedtest/

Http works perfectly, https doesn't.

I have bought this to the attention of your tech support and nothing has been done regarding this. This only seems to be a problem during office hours, which to me indicates I'm being killed by your shaping methods.

Unfortunately as my job entails working on that site the whole day, my Redafrica account has been unusable for the last 5+ weeks. I have the account with the intention of using it during the day...I cannot...I cancelled. Unfortunately having to endure another month of this account due to the cancellation policy.

0.18Mbps down...


Forgot to mention: I have a 4meg line...not 384k.
Click to expand...

Can you PM me your client code please, would like to have this investigated for you.

FreddyB said:
Please for the love of god fix your usage tracker. build in a very simple check that if you get more than 380mb a hour on a 1mb line that it just takes the number it gets and divide it by 2. the amount of times I get 700mb+ in 1 hour on a 1mb line is insane!
Click to expand...

Can have a look at this. I'll pass this info onto our Dev and Product Team and see what they say.

Seeyou said:
Jeff - I'm curious about some comments in this thread. I've been waiting to try your 10mbps uncapped for a while now, and was actually going to purchase a once-off account at the beginning of this month to see whether it was worth making the switch. However, two things stopped me in my tracks, both based on this thread.

Firstly, the amount of negative feedback here. You have a point that there is a fair amount of possibility a lot of uncapped users are satisfied with the service but don't frequent these forums - but it's equally possible they are experiencing the same issues but don't frequent these forums. I was willing to give you guys the benefit of the doubt as a long time hosting customer by and large satisfied with your quality of support and services in the past, but, the second issue I noticed here sealed it for me:

I'm curious as to why people are getting "abuse" emails on an uncapped service? I'm aware Mweb send out abuse emails too, but that seems to be limited to extreme cases in which the person involved admits to having downloaded amounts approaching or exceeding ridiculous numbers like 500gb. Are your throttling/shaping policies and rolling windows not in place specifically to prevent so-called "abuse"? (I still find the term a bit nonsensical when dealing with "uncapped" accounts) If so - what is the purpose then of these emails / warnings / subsequent cut-offs? Surely your preventative measures would kick in long before a user could "abuse" your service?

Interested to hear your thoughts as I had hoped, back in the day, that WA would be one of the ISPs to approach "true" uncapped.
Click to expand...

You're more than welcome to try out the account for yourself, just let the Sales guys know and you'll only have the account for one month.

The abuse notifications are a notification, nothing more. We send these emails to keep everything running smoothly - however I'll agree to an extent that these may need to be re-worded or looked into again.
On top of this, we're also reviewing rolling windows. More info to come on this a bit later.

As I said above, yes there are negative comments here - but wouldn't you prefer to just try it out yourself? As an example, I'll rather try something out for myself and have my opinion on it instead of reading other peoples feedback. Everyone's usage differs.
You can read more info on our Q&A here http://kb.webafrica.co.za/article/AA-00833/33/Internet-Connectivity/ADSL/Home-Uncapped-QA.html
 
Seeyou said:
Firstly, the amount of negative feedback here. You have a point that there is a fair amount of possibility a lot of uncapped users are satisfied with the service but don't frequent these forums - but it's equally possible they are experiencing the same issues but don't frequent these forums.
Click to expand...

Its not just on the mybb forums people are having problems

http://www.hellopeter.com/webafrica/compliments-and-complaints

For every 1 compliment there is 8 complaints
 
WAJeff said:
You're more than welcome to try out the account for yourself, just let the Sales guys know and you'll only have the account for one month.
Click to expand...

I would - however for R1299 it's an expensive trial to justify when most feedback points in the wrong direction. If the 1mbps and 4mbps account holders are complaining of not getting full speeds during any windows/times, I don't hold much hope for 10mbps until feedback makes its way out that the service has indeed been enhanced.

WAJeff said:
The abuse notifications are a notification, nothing more. We send these emails to keep everything running smoothly - however I'll agree to an extent that these may need to be re-worded or looked into again.
On top of this, we're also reviewing rolling windows. More info to come on this a bit later.
Click to expand...

If they're just notifications, how do they keep everything running smoothly? It seems counter-intuitive to have these rolling windows and then threaten people with disconnection for using their accounts within those parameters?

WAJeff said:
As I said above, yes there are negative comments here - but wouldn't you prefer to just try it out yourself? As an example, I'll rather try something out for myself and have my opinion on it instead of reading other peoples feedback. Everyone's usage differs.
You can read more info on our Q&A here http://kb.webafrica.co.za/article/AA-00833/33/Internet-Connectivity/ADSL/Home-Uncapped-QA.html
Click to expand...

I definitely would too - however when it comes to spending over a grand on an account, I'd rather do my "research" beforehand so that I'm not doing so blindly. I'm sure you'll agree if you were just seeing negative feedback about a product you'd be a bit hesitant if trying it yourself involved a significant amount of money.
 
Ask for a test account? Or doesn't WA do that?
I'm currently using a test account while they "investigate" why my speeds are so dismally slow...
Am really interested to see/hear what they come back with... if they come back to me that is...
 
WAJeff said:
Yup, people also complain on HP. Didn't deny this.
http://www.hellopeter.com/industry/isp

Have a look at those stats then - we're not just bad through and through, there is some positive.
Refer to my previous posts for improvements and updates on things.
Click to expand...

Thats a very interesting link you posted - but change the date from 12 months to 60 days and you'll see a rather drastic change:

Last 12 months - most compliments and least complaints
S1jR1.png


------------------------------

Last 60 days - least compliments and highest complaints
NILVL.png


It really is just in the last 2/3 months things are slipping Jeff - I'm sure you'll get back on track, but at the moment you're up against some stiff competition.. You guys just need to get some momentum and enthusiasm back into your products and online presence.
 
Last edited:
d7e7r7 said:
Ask for a test account? Or doesn't WA do that?
I'm currently using a test account while they "investigate" why my speeds are so dismally slow...
Am really interested to see/hear what they come back with... if they come back to me that is...
Click to expand...

We do have a test account, however it's only a 3GB trial - we don't offer Uncapped test accounts just yet.

Joker said:
Thats a very interesting link you posted - but change the date from 12 months to 60 days and you'll see a rather drastic change:

Last 12 months - most compliments and least complaints
S1jR1.png


------------------------------

Last 60 days - least compliments and highest complaints
NILVL.png


It really is just in the last 2/3 months things are slipping Jeff - I'm sure you'll get back on track, but at the moment you're up against some stiff competition.. You guys just need to get some momentum and enthusiasm back into your products and online presence.
Click to expand...

Agree 100% that things haven't looked the same, and we're already doing something about this.
The feedback seen online has already been fed back into the company to make a strategic decision on what to do next. Trust me when I say this, that we're very much aware of the feedback everywhere and we're doing a lot about it.
 
HI WaJeff if you guys can assure me that your network will improve and not tell me all the time that I must buy more expensive accounts I might reconsider my cancellation.
 
https://my.elitehost.co.za/speedtest/



Guess we're back to this again with no resolution yet. Every day at about 10am.

Still waiting on response regarding my refund, thanks!

I am starting to think that Webafrica are purposefully blocking access to my work environment due to me being in roughly the same industry as them...
 
bullfrog said:
https://my.elitehost.co.za/speedtest/



Guess we're back to this again with no resolution yet. Every day at about 10am.

Still waiting on response regarding my refund, thanks!

I am starting to think that Webafrica are purposefully blocking access to my work environment due to me being in roughly the same industry as them...
Click to expand...

From what I can see we're waiting for a mail from you with some specifics. Please contact Ronald and he'll assist further.
 
WAJeff said:
From what I can see we're waiting for a mail from you with some specifics. Please contact Ronald and he'll assist further.
Click to expand...

Already updated the ticket on your support system this morning....2012/05/08 08:18:26 AM

I responded and said that, that is the only site I work on regularly and don't have any other secure sites to test on.

I haven't noticed the problem on any other sites as far as I can tell.
 
The outage seems to be resolved.
Any feedback from your guys side?

Will introduce Justin officially in a few mins :) Welcome to the party bud!
 
Latency still high this side although its not as bad as it was earlier.

Code: 
Tracing route to mybroadband.co.za [41.203.21.137]
over a maximum of 30 hops:

  1    12 ms    11 ms    11 ms  wblv-ip-esr-4.ipnet.wa.co.za [41.185.84.1]
  2    12 ms    13 ms    26 ms  wnls-ipc1-vl-105.wa.co.za [196.220.59.250]
  3    20 ms    12 ms    12 ms  wnls-cr1-vl-801.wa.co.za [41.185.0.67]
  4   102 ms   106 ms   125 ms  wbs-ip-hsll-1-vl-102.telkom-ipnet.co.za [196.220.59.230]
  5   154 ms   113 ms    93 ms  196.43.11.234
  6    77 ms    77 ms    77 ms  196.43.25.206
  7   157 ms   149 ms   142 ms  mtn-gw.telkom-ipnet.co.za [196.25.165.198]
  8   167 ms   171 ms   161 ms  tb-cr-1.za--tb-pr-1.za-a.mtnns.net [196.44.18.140]
  9     *       87 ms   141 ms  ct-cr-2.za--tb-cr-1.za.mtnns.net [196.44.31.134]
 10   153 ms     *      150 ms  rb-cr-1.za--ct-cr-1.za.mtnns.net [196.44.31.128]
 11   178 ms   130 ms   119 ms  196.44.31.97
 12   135 ms   125 ms   129 ms  ge11-0-0.gw2.jnb6.za.mtnbusiness.net [196.30.1.22]
 13   151 ms   161 ms   118 ms  vlan9.hr3.jnb6.za.mtnbusiness.net [196.30.156.136]
 14   210 ms   185 ms   161 ms  core-router1.jnb2.host-h.net [196.30.213.108]
 15   172 ms   156 ms   200 ms  41.72.136.53
 16   105 ms   112 ms   107 ms  mybroadband.co.za [41.203.21.137]
 
Speeds are not great at the moment, 720p youtube is buffering, badly.
10mbps account, not throttled.

1940967638.png
 
I cancelled my Webafrica uncapped on Tuesday because I was tired of the dropped connections etc, and they sent me an email saying it will only be cancelled at the end of June because I have to give a month's notice. Is that right? Even when I'm not getting what I'm paying for?
 
Paul C said:
I cancelled my Webafrica uncapped on Tuesday because I was tired of the dropped connections etc, and they sent me an email saying it will only be cancelled at the end of June because I have to give a month's notice. Is that right? Even when I'm not getting what I'm paying for?
Click to expand...

Most of us are here waiting till end of month for this, so yeap
 
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