Which ISP has fast service (both customer and internet)?

E

Ed!

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Our Internet Services Provider is MWEB:

We've requested an upgrade to a 10mb line on the 28th of March (10 days ago). They stated that the process can take up to 10 working days.

After about 3 or 4 days, our line with telkom started syncing at 4mb (from 2mb).

We were curious to find out whether progress was made and phoned the following day. The consultant only looked at the date the upgrade was requested and stated that we have to be patient as the process can take up to 10 working days.

On about the 8th working day we phoned and requested an update on the progress in the hopes that we might be able to enjoy 10mb during the weekend. The consultant (different one) only looked at the date we requested the upgrade and stated that we have to be patient as the process can take up to 10 working days (again).

Today, on the 10th working day, we were very disappointed when we discovered that our line has not yet been upgraded.
Two of the consultants literally counted out loud on the calendar to confirm whether it was 10 working days before they considered following up on the status of the upgrade. It was then realized by the consultant that the department working with Telkom had not completed their part of the process.

We have been loyal customers to MWEB for about 6+ years now. Sticking with them through the nightmare of the free-peering-movement back in the day etc.
I would really like to see this relationship lasting for another 6 years, but lately there have been danger signals all over the place - Youtube and some gaming services are currently being throttled and/or blocked at some times. (Tested with other ISP)

Why did we need to wait 10 working days to take action on a fault that most likely occured 3 days into the process?

What would have happened if we didn't phone them to follow up?

How many working days does it take the other ISPs to process an upgrade request?
 
Dunno if it still works this way now I used to just phone Telkom and tell them to make my line 10mb/s.
Reset router and on 10mb/s.

Got capped data so was already 10mb/s enabled whole process took about 25mins. 20mins on the phone to Telkom and 5 for everything else.

On ISP's I would only go Afrihost, Axxess, Crystal Web and Vox. A capped product (check usage with your ISP get 50-100gigs extra) with uncapped from 12pm-6am (all offer this).

If going for uncapped the only really good packages are business premium uncapped but cost R1000+ on a 10mb/s line.

If canceling with Mweb they have a long cancellation period so don't sign anything until Mweb stops their service (you don't want to pay twice).
 
Apparently, This is no longer the case, as ALL ISPS are supposed to take total responsibility for the ADSL line if the line has been transferred to them from Telkom .....

So Indeed this is a very good question deserving and answer by the Mweb representatives on the forum ....

This working process if correct is really not acceptable. A built-in "management time-out" before anyone is prepared to do any follow ups?
 
Ed! said:
Our Internet Services Provider is MWEB:

We've requested an upgrade to a 10mb line on the 28th of March (10 days ago). They stated that the process can take up to 10 working days.

After about 3 or 4 days, our line with telkom started syncing at 4mb (from 2mb).

We were curious to find out whether progress was made and phoned the following day. The consultant only looked at the date the upgrade was requested and stated that we have to be patient as the process can take up to 10 working days.

On about the 8th working day we phoned and requested an update on the progress in the hopes that we might be able to enjoy 10mb during the weekend. The consultant (different one) only looked at the date we requested the upgrade and stated that we have to be patient as the process can take up to 10 working days (again).

Today, on the 10th working day, we were very disappointed when we discovered that our line has not yet been upgraded.
Two of the consultants literally counted out loud on the calendar to confirm whether it was 10 working days before they considered following up on the status of the upgrade. It was then realized by the consultant that the department working with Telkom had not completed their part of the process.

We have been loyal customers to MWEB for about 6+ years now. Sticking with them through the nightmare of the free-peering-movement back in the day etc.
I would really like to see this relationship lasting for another 6 years, but lately there have been danger signals all over the place - Youtube and some gaming services are currently being throttled and/or blocked at some times. (Tested with other ISP)

Why did we need to wait 10 working days to take action on a fault that most likely occured 3 days into the process?

What would have happened if we didn't phone them to follow up?

How many working days does it take the other ISPs to process an upgrade request?
Click to expand...

Good day Ed!

Thanks for flagging this and bringing it to our attention.

I'm really sorry to read of your experience, this certainly not the level of service we strive to provide to our clients.
I can understand why you feel the way that you do and I would like to assist in getting this matter resolved for you.

All our line upgrades do have a turn around time of 10 business days but in most cases it can also be completed before then.
I'd like the opportunity to look into this for you to see exactly what has transpired and why the upgrade was not processed.
Could you please drop me a PM with your contact details and the account details in question.
If you have any reference numbers, please send me the ref numbers and the names of the consultants to whom you spoke.
I'd like to have this prioritised and have your upgrade processed for you.

We'd like to thank you for you continued support, If you have any queries, please do not hesitate to PM me directly.
 
Just a quick update:

I've just PMed MWEBHelp with the details.

Yesterday I was promised by a consultant that I would receive a phone call today which I did not receive. So, I phoned them instead just to be put on hold during his investigation and when the consultant picked up the phone again, he hung up on me.
He did not phone me back.
 
daniellgr said:
Apparently, This is no longer the case, as ALL ISPS are supposed to take total responsibility for the ADSL line if the line has been transferred to them from Telkom .....
Click to expand...

Incorrect.

ISPs have the same control as before, but Openserve own responsibility for changes and faults. ISPs have not been given new systems and new access, and facilities leasing has not taken place to allow ISPs to own the infrastructure in a shared fashion...
 
Crystal Web...

16:54 - Me - Email sent 10 April 16:54 (A Sunday)

17:00 - CW - REAL person reply at 17:00 which is six minutes later. ON A SUNDAY.

19:41 - Me - from myself to them with diagnostic information, reply from them next morning at 07:26.

07:26 - CW - Next day.

08:05 - Me - Reply from me to them at 08:05 and a reply from them at 08:11.

08:11 - CW - Case closed.

Switch now, save yourself the drama.
 
Ed! said:
Just a quick update:

I've just PMed MWEBHelp with the details.

Yesterday I was promised by a consultant that I would receive a phone call today which I did not receive. So, I phoned them instead just to be put on hold during his investigation and when the consultant picked up the phone again, he hung up on me.
He did not phone me back.
Click to expand...

Hi Ed!
I have received your details and I have escalated this for and I will be able to give you feedback as soon as I receive any
 
SauRoNZA said:
Crystal Web...

16:54 - Me - Email sent 10 April 16:54 (A Sunday)

17:00 - CW - REAL person reply at 17:00 which is six minutes later. ON A SUNDAY.

19:41 - Me - from myself to them with diagnostic information, reply from them next morning at 07:26.

07:26 - CW - Next day.

08:05 - Me - Reply from me to them at 08:05 and a reply from them at 08:11.

08:11 - CW - Case closed.

Switch now, save yourself the drama.
Click to expand...

This is the kind of service I am looking for.
I might just as well set an ultimatum here:
If I get home from work tomorrow evening and my speedtest does not say 10mb/s, I am going to cancel the subscription and move over.
 
Ed! said:
This is the kind of service I am looking for.
I might just as well set an ultimatum here:
If I get home from work tomorrow evening and my speedtest does not say 10mb/s, I am going to cancel the subscription and move over.
Click to expand...

Do note that 10Mbps on an ADSL line after overheads is about 8.3Mbps down and 0.8Mbps up. (Overheads are ~10-15% of line speed)
beta speedtest.png
Above is from yesterday, someone is currently downloading in the house, so can't show current.
I'm on a 10Mbps capped account from Afrihost.
 
Go for the isp that has the best online portal for managing products without having to call the people working there. In my experience Afrihost is one of the best in this sector and i am very happy with their client zone and their staff! And the best of all is that they don't have 30 day cancellation policies. And another thing to mention. I called Mweb, Telkom, and Afrihost for support on a Sunday morning 9Am. Guess who answered the phone... Afrihost!
 
SuperMario said:
Go for the isp that has the best online portal for managing products without having to call the people working there. In my experience Afrihost is one of the best in this sector and i am very happy with their client zone and their staff! And the best of all is that they don't have 30 day cancellation policies. And another thing to mention. I called Mweb, Telkom, and Afrihost for support on a Sunday morning 9Am. Guess who answered the phone... Afrihost!
Click to expand...

This is a fair comment and I agree Afrihost is the best in this regard where Crystal Web have no portal at all (that I have access to).

However Afrihost as a network has never been up to scratch for me and can't even get my 1GB account to work right now.
 
SauRoNZA said:
This is a fair comment and I agree Afrihost is the best in this regard where Crystal Web have no portal at all (that I have access to).
Click to expand...

We do. :confused:

And it's undergoing big upgrades as well for complete end-to-end self-service as well...
 
If Afrihost ever give me problems in the future, then I will try out Crystal Web. But I am done with isp's where you always have to speak to someone else over the telephone and repeat the whole story over and over again. If you have a great online portal where I can manage everything on my own quickly and easily then i will have no problem signing up in the future if my current isp start to give me any problems. This goes to all the isp's out there.
 
DJ... said:
We do. :confused:

And it's undergoing big upgrades as well for complete end-to-end self-service as well...
Click to expand...

I've never had access and last time I asked I was told they can't generate a username/password for some reason and setup the usage email instead.

Every time I've asked it's either been in "testing" or being upgraded.
 
SuperMario said:
If Afrihost ever give me problems in the future, then I will try out Crystal Web. But I am done with isp's where you always have to speak to someone else over the telephone and repeat the whole story over and over again. If you have a great online portal where I can manage everything on my own quickly and easily then i will have no problem signing up in the future if my current isp start to give me any problems. This goes to all the isp's out there.
Click to expand...

This is exactly why I always email Crystal Web as their ticket system works very well and you never have to repeat yourself.
 
DJ... said:
We do. :confused:

And it's undergoing big upgrades as well for complete end-to-end self-service as well...
Click to expand...

Quick question then, can you make a dummy account for your clientzone that the public can mess around with, to see features?
 
Johnatan56 said:
Quick question then, can you make a dummy account for your clientzone that the public can mess around with, to see features?
Click to expand...

No. We won't.

It's built for clients rather than as a sales tool, and I would prefer not to open any aspect of it to the general public. It will also host a number of new products and developments and I really cannot see the merit especially in having to have a dummy system in play where we almost have to sandbox it entirely from everything else while then releasing new points for it to open up and talk to other systems still.

Nah, not really happy with that. Can perhaps have a YouTube video and some walkthrough screenshots which we'll put together for the next deployment...
 
Ed! If you are looking for fast support from people with knowledge, then go with CrystalWeb.

Yes Afrihost has a great Portal, but when I had issues with them it was anywhere from 30 minutes to 3 hours till I got a reply and their live chat is always offline when I needed them.

It was a big part in my decision when picking CrystalWeb specifically because there live chat is available till 12pm.
 
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