WebAfrica Fair Usage Policy

[KikzAzz]

For the last 2 weeks I have experienced slow response on my ADSL line. I have a 4Mb line, but during the day I sometimes only get a download speed of 0.5 Mbps. After 17h00 in the afternoon it suddenly improves and I get full speed.

I logged a call with WebAfrica and after investigating a call was logged with Telkom as the problem was related back to the Telkom exchange:

Hi Jan ,

Thank you for your results,

We can see the issue is persisting on your Telkom line / exchange.

We have reported this to Telkom for slow speeds, the fault reference is 154BTK120813.

Please can you use below Telkom test account and send us the link of the speeds test you're getting to supply it to Telkom:

Username: guest@telkomadsl
Password: guest
Testing website: http://www.saix.net

We apologize for the inconvenience caused .

Kind Regards,
Kevin Nel

After going back and forth between Telkom and WA, I today received the following communication:

Hi Jan

Thank you for the information provided.

We can confirm that the reason why you are getting slow speeds during office hours is because you are currently throttled on your Home Uncapped account.

The reason why your speeds are slow is because all our home uncapped accounts gets throttled during office hours when your usage is high over the past 10 days.

Just to clarify, we can confirm that the 10 day rolling window starts from the current day, 10 days back, any day of the month.

This rolling window starts from 06h00 am till 00h00.

Once the 10 day rolling window calculates the usage during the day time between the above mentioned hours and your usage is high, the star rating goes lower depending on the amount of usage you have done.

If your stars are on 3,2 or 1 stars, you will get throttled during business hours however, after hours there should be an improvement in speeds.

Being on a lower star rating only enables you to get throttled when the network is running at full capacity.

This is mostly during business hours.

Please let us know if you require any further information, however, we have sent this particular email to management to adjust the information we provide you with online.

We apologize for any inconvenience caused.

For any further queries, please feel free to call us on 086 000 9500 or e-mail us at billing@webafrica.co.za for billing queries and support@webafrica.co.za 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/


Kind Regards,
Taariq Martin

 

[Fudzy]

Would've helped if they were clear to you about it in the beginning but at least they are transparent about it. You can't have all the cake.

 

[sal12344]

Well I wanted to take their 40Meg uncapped account at one point. When I asked about the stars I was told I would go from 5 to 4 stars at around 80GB. I laughed and said thank for info..

 

[KikzAzz]

Would've helped if they were clear to you about it in the beginning but at least they are transparent about it. You can't have all the cake.

It is very frustrating that Telkom was initially blamed and a fault logged with at Telkom to investigate the problem. The call was logged on 12 August already and there was a lot of communication going back and forth. The communication that I am being throttled was only received on 26 August. That is 2 weeks later. Why not communicate it from the start?

I don't have any issues with a Fair Use Policy, but the way this was handled is not acceptable.

 

[whatwhat]

Would've helped if they were clear to you about it in the beginning but at least they are transparent about it. You can't have all the cake.

bull****. Get a Afrihost Business account or a TI uncapped. You can have as many cakes as you want.

 

[KikzAzz]

bull****. Get a Afrihost Business account or a TI uncapped. You can have as many cakes as you want.

AfriHost does seem like a very good option to consider.

 

[ProfA]

bull****. Get a Afrihost Business account or a TI uncapped. You can have as many cakes as you want.

Bull****. I am currently being throttled to less than a third of the speed of my account.

 

[KikzAzz]

Bull****. I am currently being throttled to less than a third of the speed of my account.

Is that on a Business Account?

 

[KikzAzz]

Bull****. I am currently being throttled to less than a third of the speed of my account.

That is still better than being throttled to 0.54 Mbps on a 4 MB line. 0.54 Mbps is just over 10% of the speed.

 

[ProfA]

Is that on a Business Account?

Normal Telkom Uncapped account. 1MB line speed. Not business as far as I know.

 

[ProfA]

That is still better than being throttled to 0.54 Mbps on a 4 MB line. 0.54 Mbps is just over 10% of the speed.

one third speed is on a good day very late at night. During the day it drops to 1-3kilobyte per second speeds.

 

[Crowley]

It is very frustrating that Telkom was initially blamed and a fault logged with at Telkom to investigate the problem. The call was logged on 12 August already and there was a lot of communication going back and forth. The communication that I am being throttled was only received on 26 August. That is 2 weeks later. Why not communicate it from the start?

I don't have any issues with a Fair Use Policy, but the way this was handled is not acceptable.

Didn't you log on to http://www.webafrica.co.za/ to check your usage?

Bull****. I am currently being throttled to less than a third of the speed of my account.

I had the same experience on TI

 

[KikzAzz]

Didn't you log on to http://www.webafrica.co.za/ to check your usage?

I have checked it, but can't remember it being an issue when I originally logged the call.

 

[KikzAzz]

Didn't you log on to http://www.webafrica.co.za/ to check your usage?

I have checked it, but can't remember it being an issue when I originally logged the call.

 

[ranger]

Bull****. I am currently being throttled to less than a third of the speed of my account.

Remind us hiw much you have done so far this month.

(1Mbps IPC capacity costs in excess of R1500pm at the biggest volumes and longest term contracts available, and internet bandwidth to accompany it can vary from 50% tp 150% of that. The FUP has always been in place.)

Every time we have tested the FUP enforcement it has worked correctly, but I will test again next week.

 

[WebAfrica Helper]

For the last 2 weeks I have experienced slow response on my ADSL line. I have a 4Mb line, but during the day I sometimes only get a download speed of 0.5 Mbps. After 17h00 in the afternoon it suddenly improves and I get full speed.

I logged a call with WebAfrica and after investigating a call was logged with Telkom as the problem was related back to the Telkom exchange:



After going back and forth between Telkom and WA, I today received the following communication:

Hi Gimmemore,

I have requested a full breakdown of the star rating you where on daily so I can see if you were being throttled at the time of the poor speeds complaint. Once I receive this report I will be able to see if that was indeed the issue at the time.

I will revert back as soon as report is received.

 

[Mercury12]

Have you got a breakdown of the star rating yet?

 

[KikzAzz]

Remind us hiw much you have done so far this month.

(1Mbps IPC capacity costs in excess of R1500pm at the biggest volumes and longest term contracts available, and internet bandwidth to accompany it can vary from 50% tp 150% of that. The FUP has always been in place.)

Every time we have tested the FUP enforcement it has worked correctly, but I will test again next week.

At the time that I logged my first call iro slow response I was on 4 stars. At the moment I am on 3 stars and my current speed is 0.44Mbps on a 4Mb line. Can't even download my email properly.

I investigated my high usage as well and it is due to the WebAfrica mail account on Outlook 2013 syncing constantly. It happens on more than one machine. The usage due to this was up to 11GB on one day. That is while the machine is standing idle.

 

[genetic]

I investigated my high usage as well and it is due to the WebAfrica mail account on Outlook 2013 syncing constantly. It happens on more than one machine. The usage due to this was up to 11GB on one day. That is while the machine is standing idle.

How much mail do you receive in a day? :wtf:

 

[KikzAzz]

How much mail do you receive in a day? :wtf:

Definitely not 11Gb. On this account definitely not even 25Mb at most, but for some reason the WebAfrica mailbox is constantly sync'ing. There is more than one mailbox on the Outlook 2013 desktop client and it is only the WA mailbox that has the issue. I removed the mailbox and now suddenly my usage dropped.