Web Africa Home Uncapped Feedback

WAJustinW said:
Hi Demo,

I have checked your account and you are on a 4 star so you should not be throttled at all. We had a profile mis-match on our 4mbs Uncapped Home accounts last week which we fixed on Thursday and most of the feedback from the customers who posted here and on our forums was that things have improved.

Are you still experiencing slow speeds after Thursday's change?
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Hi Justin,

As mentioned in my PM, i did not use the WA account at all for about 4days, this put the account back on 4 stars. The throttling is gone, 4 stars or your changes on the profile mis-match....??.. don't know, but at least the throttling is gone :)

Like everyone is asking, give us some clear guidelines, like the old rolling window system. This question gets ignored ... never seen anyone from WA even trying to clear this up.
 
How about NO throttling, no star system, etc at all. Give the people what they pay for. That would be ace. Or don't call your uncapped products upcapped. Call them 30 gigs / week capped accounts or whatever the limits are.

i did not use the WA account at all for about 4days
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In other words you were unable to use what you paid for for several days.
 
jarrydred said:
My P2P were crawling :confused: today and I also have a 10mb uncapped account in which i was more than satisfied earlier this year but now the star rating system seems to affect my downloads alot (I only have a 6mb sync speed) I've downloaded so far just over 200GB this whole month (13 days)which is well below what the 225GB 7 day rolling limit set before the change. But standard downloading from MS and related (680KB/s Average:D) and gaming are pretty awesome still. So I dont know if Im downloading at the "wrong" times but its still not a bad package.
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Yeah, i noticed that they kinda kill the P2P during business hours. With Axxess (before they moved away from IS) i was able to download any P2P. I still don't like this whole star system. We should maybe do a petition requesting the 7-day roll system back. :P
 
scud said:
Wa
How does the star system work, is it purely based on your ratio of day / night usage ? Or can you give us an idea of what the limit is ?
Ie. how much is it reasonable to download during the day, over a month, on a 4mb uncapped line.

I'm experiencing heavy throttling during the day with 4 stars on p2p and netflix , but it seems to improve around 10pm.

Now it's impossible to find where the fault is, could be network issue, the exchange, throttling. And by the time wa support reply, the issue is usually cleared up. Rant
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This is what I was told about the star-system when I queried it...

The Web Africa star rating system

Our decision has been largely motivated by two main aims for our customers: providing more value, and offering the best “bang for your buck” uncapped offering to the market.

Now, you know that every uncapped product has some form of AUP, which determines usage limits and the quality of service provided. An AUP is a tricky thing for an ISP to handle: you either set public limits as we did before, which aims to ensure fair usage for everybody, or you promote a “percentage of traffic” based policy, which is slightly harder to express in exact terms.

While looking at the possibilities with a new network, we decided to make use of the percentage based system in the form of star ratings, which would allow for more usage than our previous rolling windows and provides a better experience to all Home Uncapped users.

So how does it work? The system takes usage and network capacity into account and is updated dynamically. The star rating is from 1 to 5, with 5 being the best. We display your current star rating in your DSL Console, so you know where you stand at all times.

The good news? The new star rating system will allow our Home Uncapped customers to use more than our previous rolling windows and provide a better quality of service while doing so. Usage done between 12am and 6am is not counted towards your star rating since there is more network capacity available.

Deprioritisation will generally take effect when the network is under load, so a low star rating will not always mean you will see degraded performance if there is spare network capacity available. Network load will naturally be higher during office hours, so you may expect slower performance for non-crucial services and protocols during that time period on a lower star rating.

For any further queries, please feel free to call us on 086 000 9500 or e-mail us at [email protected] for billing queries and [email protected] for any technical queries. Please feel free to browse our knowledge-Base articles on ADSL issues and queries via the following link: http://kb.webafrica.co.za/
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Morning Guys,

We have been made aware of a major ADSL outage affecting the Cape Town area and we are waiting on further feedback from our upstream providers.

We have updated our status page in the meantime and will post further feedback as soon as we get more information:

http://www.webafrica.co.za/status/
 
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WAJustinW said:
We have been made aware of a major ADSL outage affecting the Cape Town area and we are waiting on further feedback from our upstream providers.
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This sorted out yet?

10mb account:
2708893143.png
 
Something is still wrong, had to reboot router when I got in at work, but everything is still crazy slow...
 
Hi Guys,

The issue affecting C.T has been resolved but yesterday our engineers picked up an issue affecting VOIP and RDP services. Other protocols should have been fine.

If you guys are still experiencing slow speeds please PM me your customer code so that I can let our team know.
 
I was experiencing really slow speeds last night, even this morning. 4Gb file was only on 10% when I woke up this morning, set it to download last night from 12!!

Justin, I have sent you a PM regarding something else.....
 
Morning Guys,

We have just posted a status alert around this as we are still experiencing issues at the moment and will post further feedback as soon as we get an update.
 
Any news...? The status alert hasn't been updated in nearly 12 hours. I'm still getting horrible speeds (0.2Mb/s on a 2Mb/s line)
 
NomNom said:
Anyone else experiencing problems? Websites either take long to load or don't load what so ever.
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Not this evening but yes, there are times when I seem to spend my life refreshing the pages to get them to load.
 
rrh said:
Not this evening but yes, there are times when I seem to spend my life refreshing the pages to get them to load.
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I'm having this exact problem tonight. Keep getting server not found errors on international sites.
 
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I'm still not having any internet in the table view area in cape town for at least the past 12 hours. Does anyone know when it should be back up?:confused:
 
Mark.K said:
I'm still not having any internet in the table view area in cape town for at least the past 12 hours. Does anyone know when it should be back up?:confused:
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Hi Mark.K,

Are you still having issues? If so PM me your ADSL username or customer code so I can check things out.
 
Is there something wrong on the network, superslow today!
 
Demo said:
Is there something wrong on the network, superslow today!
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I have sent your account to our ADSL team to investigate and provide you with a call.


Joker said:
Yup - definitely something up. Can't even load speedtest.net to test..
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Are you still having issues with your speed on your connection? Please PM me your customer code so I can get our team to investigate.
 
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