Web Africa Home Uncapped Feedback

Daveogg said:
Hi Justin.
Considering my usage above, is it correct that I am now on 1 star?
Assuming that it is correct, can you advise what webafrica package you would suggest would allow the above usage on a 4 meg line?
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I am currently looking into your account as we speak and will post feedback shortly.
 
I am also on 1 star and my connection is practically unusable, you may as well just cap me. :mad:

I have used 30GB's this month. I mean is that considered high??
 
I have been with Webafrica since October last year. I haven't really had any issues.

I am at work during the day so my line doesn't do much between 8am and 6pm.

I do 90% of my downloads between 12am and 6am. So far the worst star rating I have received is 3 stars.

At the moment I am on 4 stars. I have used almost 75GB. I did do a bit of downloading outside of the free period. By the end of the week I will probably be back on 5 stars.

Maybe I am the lucky one?
 
FreddieP786 said:
I have been with Webafrica since October last year. I haven't really had any issues.

I am at work during the day so my line doesn't do much between 8am and 6pm.

I do 90% of my downloads between 12am and 6am. So far the worst star rating I have received is 3 stars.

At the moment I am on 4 stars. I have used almost 75GB. I did do a bit of downloading outside of the free period. By the end of the week I will probably be back on 5 stars.

Maybe I am the lucky one?
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Yeah that doesn't really make any sense. I am on 30GB and 1 star and you 75GB and 4 stars :wtf:
 
Grimspoon said:
Yeah that doesn't really make any sense. I am on 30GB and 1 star and you 75GB and 4 stars :wtf:
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The thing to note on my side is that I do almost all my downloads in the "free period". I just prefer it that way.

During normal hours I browse, maybe watch 1 or 2 Youtube videos, update my android apps and iPad apps. I also have a 10Mbps line.

I make sure that my family don't do any big downloads until after 12am. My browsing is fine. It was way faster before the IS changeover, but I also changed from 4Mbps to 10Mbps after the IS changeover. So my speed now is much better in any case.
 
Grimspoon said:
I am also on 1 star and my connection is practically unusable, you may as well just cap me. :mad:

I have used 30GB's this month. I mean is that considered high??
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I have received your PM and am currently investigating. I will provide feedback as soon as possible.
 
Grimspoon said:
Yeah that doesn't really make any sense. I am on 30GB and 1 star and you 75GB and 4 stars :wtf:
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Star rating dont seem to reset at the beginning of every month. Mine didnt reset this or last month. I've used 23gb this month and are on 3 stars(4mb account)
 
FreddieP786 said:
The thing to note on my side is that I do almost all my downloads in the "free period". I just prefer it that way.

During normal hours I browse, maybe watch 1 or 2 Youtube videos, update my android apps and iPad apps. I also have a 10Mbps line.

I make sure that my family don't do any big downloads until after 12am. My browsing is fine. It was way faster before the IS changeover, but I also changed from 4Mbps to 10Mbps after the IS changeover. So my speed now is much better in any case.
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+5: confine your downloads to the period midnight to 6am and the stars will twinkle !
 
Well, I've been with WA for about a year now. I don't really do alot of downloading and I never had any problems before the rating system change and don't have much of a problem now.

I did 50 GBs last month and stayed on 4 stars. Most of it was between 6-12 am. I guess that seems to be the deciding factor.

However, with all the complaints I'm reading here it seems like something is definitely wrong. WA is either being too strict with the new rules about downloading during the day or they're messing them up in the implementation. This is supposed to be an uncapped product, and I know the excuses about true uncapped being "unsustainable" and "We should know the terms and conditions/AUP" but seriously ? Getting slowed down doing 30 GBs a month ? Terrible.

I have always loved the customer service from WA, and the reps on this forum are great at handling stuff quickly, but you guys cannot look at each complaint and go "We are looking into your account/Investigating the matter and will get back to you". What about the people not on forum/have no idea about IT stuff and will not know why their internet is so slow ?

As someone said above: if it can be programmed, it can be explained. You guys need to figure out exactly what makes the star rating go down and give us an indication of what that is.
 
Dylan_G said:
Well, I've been with WA for about a year now. I don't really do alot of downloading and I never had any problems before the rating system change and don't have much of a problem now.
...

As someone said above: if it can be programmed, it can be explained. You guys need to figure out exactly what makes the star rating go down and give us an indication of what that is.
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Last month I did over 100GB and stayed on 5 stars. However, all of my downloading is done between midnight and 6am, so doesn't affect my star rating.

That said - and being the person who has repeatedly said that if it can be programmed, it can be explained - WA's flat-out refusal to explain is not making them any friends.

And so what was once a molehill is steadily becoming a mountain.
 
Hi Guys,

I am still busy looking into the guys who complained about the star rating and throttling issues. I will revert back with feedback as soon as I get an update.

We always looking to improve the service to all our customer so our investigations are not limited to our complaining customers' but for everyone across the board.

member2204 said:
Star rating dont seem to reset at the beginning of every month. Mine didnt reset this or last month. I've used 23gb this month and are on 3 stars(4mb account)
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The star rating system does not reset at the start of a month but is more of a continuous monitoring system. We unfortunately cannot provide any concrete information around usage as the star rating system is a extremely fluid system where what happens today will not be the same for the next day.
 
Internet has been *** the whole week on WA. Uncapped 4Mbps. Local sites seem to be somewhat fine but international it goes to ****.
 
Hi Guys,

At the moment our Product, Development and Network Engineers are working together on the issue and I am waiting on further feedback. We know that this matter has a extremely negative impact on our customers' experience and we can assure we are doing our best to get things sorted out as soon as possible.

We appreciate everyone's patience with us while we try to get the matter resolved and I will post feedback as soon as we get the update from our team.
 
WAJustinW said:
Hi Guys,

At the moment our Product, Development and Network Engineers are working together on the issue and I am waiting on further feedback. We know that this matter has a extremely negative impact on our customers' experience and we can assure we are doing our best to get things sorted out as soon as possible.

We appreciate everyone's patience with us while we try to get the matter resolved and I will post feedback as soon as we get the update from our team.
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Cool, thanks.
 
WAJustinW said:
Hi Guys,
We unfortunately cannot provide any concrete information around usage as the star rating system is a extremely fluid system where what happens today will not be the same for the next day.
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Because the computers randomly decide depending on their mood on the day and in no way has anyone programmed these machines using any rules that can be understood by humans.
 
Dylan_G said:
Because the computers randomly decide depending on their mood on the day and in no way has anyone programmed these machines using any rules that can be understood by humans.
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No it is a matter of national security and as such classified information ;)
 
Morning,

Our team have made adjustments to all our Uncapped profiles yesterday afternoon so some of you might have seen you have dropped down a star or two. The profile change should also improve the experience on protocols such browsing etc. during the day but P2P/NNTP downloads will still be limited during peak hours on the Home Uncapped accounts.

The only way to drop your star rating is to keep majority of your downloads between 12-6am and this will ensure that you have the best possible experience on your connection during peak hours. Like I said in my previous posts these accounts are for primarily for Home use (after business hours/off-peak). We have customers with much higher usage than most of guys who sent me their customer codes on 5 stars because they have kept their downloads between DL+ hours. Once you switch to this method of using the accounts you will see a big improvement in the way your account and connection works.
 
So basically you are paying full price a month for an account that works 6 hours a day.
 
WAJustinW said:
Morning,

Our team have made adjustments to all our Uncapped profiles yesterday afternoon so some of you might have seen you have dropped down a star or two. The profile change should also improve the experience on protocols such browsing etc. during the day but P2P/NNTP downloads will still be limited during peak hours on the Home Uncapped accounts.

The only way to drop your star rating is to keep majority of your downloads between 12-6am and this will ensure that you have the best possible experience on your connection during peak hours. Like I said in my previous posts these accounts are for primarily for Home use (after business hours/off-peak). We have customers with much higher usage than most of guys who sent me their customer codes on 5 stars because they have kept their downloads between DL+ hours. Once you switch to this method of using the accounts you will see a big improvement in the way your account and connection works.
Click to expand...

Unfortunately after many years it seems Webafrica can no longer provide me with an account suitable to my needs.
At home we have two adults and three teenagers each with their own PC and smartphone. The Internet has changed from primarily a source of information to a source of entertainment.

We actually don't "download" that much any more. The majority of use comes from real time services like gaming streaming youtube etc.

The majority of our use therefore happens between coming home from school and going to bed. I had thought that would fit the profile for a home uncapped service but seems not. I really do not think we exceptional in the amount we use ( around 100Gb/month) or the time that we use that bandwidth. We may be a little ahead of the curve but this is the "new normal".

I battle to think who I could recommend this account for now. If you use a little, go cellular. If you use moderate go afrihost, capped accounts. Time to go looking for an account that will suit us.

Adios Webafrica.
 
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