Fast speedtest results, very slow streaming etc.

This has been driving me mad the past couple of weeks.

I've called MWEB's technical team nearly 10 times regarding this issue, but no one can identify the problem.

I've even bought a new router in hopes of solving the problem, but to no avail.

My speedtest results are fine, it shows that my 10mbps uncapped ADSL line is downloading at its correct speed.
Even the technicians at MWEB see no problem at all with my line.

But I cannot start playing a youtube video, log into gmail, log into any online game. Opening webpages or downloading files aren't a problem though. Just streaming videos and logging into my email or games are 100% impossible.

This isn't just slow internet, or a congested line, it's completely unresponsive for the above mentioned and I cannot just endure it since we're paying over R1k per month for this line. Additional info - this happens EVERY night but has occurred during the day a few times too.

When Telkom finally dispatched a technician to our home, he just said our copper lines are old and we have to wait for Fibre to be rolled out in our area (Clubview, Centurion).

Please, if anyone can help, I'll be so glad. I'm not keen on waiting years for Fibre until I can log into my email or play a video or game at night when I have time.

Carl

steyncarl said:

This has been driving me mad the past couple of weeks.

I've called MWEB's technical team nearly 10 times regarding this issue, but no one can identify the problem.

I've even bought a new router in hopes of solving the problem, but to no avail.

My speedtest results are fine, it shows that my 10mbps uncapped ADSL line is downloading at its correct speed.
Even the technicians at MWEB see no problem at all with my line.

But I cannot start playing a youtube video, log into gmail, log into any online game. Opening webpages or downloading files aren't a problem though. Just streaming videos and logging into my email or games are 100% impossible.

This isn't just slow internet, or a congested line, it's completely unresponsive for the above mentioned and I cannot just endure it since we're paying over R1k per month for this line. Additional info - this happens EVERY night but has occurred during the day a few times too.

When Telkom finally dispatched a technician to our home, he just said our copper lines are old and we have to wait for Fibre to be rolled out in our area (Clubview, Centurion).

Please, if anyone can help, I'll be so glad. I'm not keen on waiting years for Fibre until I can log into my email or play a video or game at night when I have time.

Carl

Click to expand...

Mind posting some traceroutes to local and international sites? Have you tried a different ISP?

My understanding of traceroutes is quite green but after a quick google search I gave my best attempt:

International sites

Tracing route to www.google.com [197.80.135.34]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 * 17 ms 19 ms 197-80-96-209.jhb.mweb.co.za [197.80.96.209]
4 18 ms 19 ms 16 ms 160.po-channel50.vic-ipc-2.optinet.net [197.80.96.210]
5 * * 17 ms vl92.vic-hscore-2.optinet.net [197.80.2.2]
6 23 ms 17 ms 20 ms 12.te0-7-0-2.vic-p-2.optinet.net [197.80.5.242]

7 27 ms 17 ms 17 ms 197-80-7-46.jhb.mweb.co.za [197.80.7.46]
8 16 ms 16 ms 16 ms 197-80-135-34.jhb.mweb.co.za [197.80.135.34]

Trace complete.

Tracing route to dalaran-wow.com [104.24.3.62]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 * 17 ms 22 ms 197-80-96-161.jhb.mweb.co.za [197.80.96.161]
4 16 ms 16 ms 17 ms 154.po-channel50.vic-ipc-1.optinet.net [197.80.96.162]
5 16 ms 17 ms 16 ms vl92.vic-hscore-2.optinet.net [197.80.2.2]
6 21 ms 19 ms 19 ms 12.te0-7-0-2.vic-p-2.optinet.net [197.80.5.242]

7 18 ms 22 ms 18 ms 197-80-7-47.jhb.mweb.co.za [197.80.7.47]
8 18 ms 19 ms 20 ms bu-ether1.tis-pe-2.optinet.net [197.80.4.9]
9 * 18 ms 17 ms bu-ether2.tis-pe-1.optinet.net [197.80.4.252]
10 18 ms 18 ms 22 ms 197-80-4-199.jhb.mweb.co.za [197.80.4.199]
11 18 ms 18 ms 18 ms eoh-ns.jb1.napafrica.net [196.46.25.157]
12 18 ms 18 ms 19 ms CORE.GP-ID-DCE-3.TO.GP-ID-MEC-2.AINX.P2P.10G.za [41.84.13.228]
13 * * 18 ms 41-66-181-59-3b.CLO008-CDN-local-VLAN-321.africainx.net [41.66.181.59]
14 19 ms 19 ms 17 ms 104.24.3.62

Trace complete.



Local sites

Tracing route to www.mybroadband.co.za [104.20.72.110]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 * 16 ms 35 ms 197-80-96-161.jhb.mweb.co.za [197.80.96.161]
4 16 ms 17 ms 16 ms 154.po-channel50.vic-ipc-1.optinet.net [197.80.96.162]
5 16 ms 16 ms 16 ms vl92.vic-hscore-2.optinet.net [197.80.2.2]
6 * 21 ms 27 ms 12.te0-7-0-2.vic-p-1.optinet.net [197.80.5.241]

7 * 18 ms 18 ms 201.bu-ether5.vic-pe-2.optinet.net [197.80.7.71]

8 18 ms 18 ms 18 ms bu-ether1.tis-pe-2.optinet.net [197.80.4.9]
9 18 ms 18 ms 18 ms bu-ether2.tis-pe-1.optinet.net [197.80.4.252]
10 17 ms 18 ms 17 ms 197-80-4-199.jhb.mweb.co.za [197.80.4.199]
11 * 17 ms 18 ms eoh-ns.jb1.napafrica.net [196.46.25.157]
12 18 ms 17 ms 18 ms CORE.GP-ID-DCE-3.TO.GP-ID-MEC-2.AINX.P2P.10G.za [41.84.13.228]
13 17 ms 16 ms 17 ms 41-66-181-59-3b.CLO008-CDN-local-VLAN-321.africainx.net [41.66.181.59]
14 17 ms 17 ms 19 ms 104.20.72.110

Trace complete.

Tracing route to www.mweb.co.za [196.2.63.110]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 * * * Request timed out.
3 * * * Request timed out.
4 17 ms 18 ms 16 ms 154.po-channel50.vic-ipc-1.optinet.net [197.80.96.162]
5 17 ms 18 ms 16 ms vl92.vic-hscore-2.optinet.net [197.80.2.2]
6 * 37 ms 39 ms 12.te0-7-0-2.vic-p-1.optinet.net [197.80.5.241]

7 37 ms 39 ms 39 ms te0-0-0-0.cpt-p-2.optinet.net [197.84.4.46]
8 35 ms 34 ms 35 ms vl11.cpt-hscore-1.optinet.net [197.84.5.238]
9 38 ms 36 ms 36 ms 196.28.178.66
10 37 ms 36 ms 37 ms cte-core-sw2.vwol.net [196.41.144.35]
11 36 ms 43 ms 36 ms www.mweb.co.za [196.2.63.110]

Trace complete.

As to the different ISP, I've only gone through Telkom's guest account to do a speedtest as requested by Mweb technicians.
The speedtests always give good results...

Downstream/Upstream

SNR Margin: 9.4/12.0db

Line Attenuation: 30.2/16.3db

Data Rate:12480/1020 kbps

Max Rate:16628/1200 kbps

POWER: 0.0/12.5 dbm

CRC: 3438/31

The trace routes all look very good.

Have you tried another PC/desktop/etc on same network? If not this may help eliminate your equipment/PC.

What about some or issues with AV sw?

steyncarl said:

This has been driving me mad the past couple of weeks.

I've called MWEB's technical team nearly 10 times regarding this issue, but no one can identify the problem.

I've even bought a new router in hopes of solving the problem, but to no avail.

My speedtest results are fine, it shows that my 10mbps uncapped ADSL line is downloading at its correct speed.
Even the technicians at MWEB see no problem at all with my line.

But I cannot start playing a youtube video, log into gmail, log into any online game. Opening webpages or downloading files aren't a problem though. Just streaming videos and logging into my email or games are 100% impossible.

This isn't just slow internet, or a congested line, it's completely unresponsive for the above mentioned and I cannot just endure it since we're paying over R1k per month for this line. Additional info - this happens EVERY night but has occurred during the day a few times too.

When Telkom finally dispatched a technician to our home, he just said our copper lines are old and we have to wait for Fibre to be rolled out in our area (Clubview, Centurion).

Please, if anyone can help, I'll be so glad. I'm not keen on waiting years for Fibre until I can log into my email or play a video or game at night when I have time.

Carl

Click to expand...

Hi steyncarl

Please provide me with your MWEB email address to see what exactly our technicians have done and advised.

The 2nd HOP in tracert has for sometime now no longer provided results. Telkom exchange change reasons.

You do not make mention if via cable or wifi and no speed test.

Did Telkom say your copper cable is old and therefore you having internet issues and won't fix the issue because Fibre is coming?

MWEBHelp said:

Hi steyncarl

Please provide me with your MWEB email address to see what exactly our technicians have done and advised.

The 2nd HOP in tracert has for sometime now no longer provided results. Telkom exchange change reasons.

You do not make mention if via cable or wifi and no speed test.

Did Telkom say your copper cable is old and therefore you having internet issues and won't fix the issue because Fibre is coming?

Click to expand...

Mweb email address [email protected]

I connect via cable to my router. As I've said before, speedtest would be useless because the results are fine.
It shows above 9mbps download speed, under 20ms ping to most local addresses, absolutely no problem.
But meanwhile, I'm unable to log into email or games or see youtube videos.

Telkom did say that yes. Quite a strange thing to say, I agree. I've looked at Fibre rollout lists in the past and I'm quite certain that my area wouldn't be seeing Fibre any time soon.

daniellgr said:

The trace routes all look very good.

Have you tried another PC/desktop/etc on same network? If not this may help eliminate your equipment/PC.

What about some or issues with AV sw?

Click to expand...

I've tested on all devices in my house, they all have the same problem when it hits.

I've tried deactivating Antivirus and Firewall, those were the first few things I tried. Didn't help. I'm thinking it's line related but the problem is finding the actual problem in the line and getting someone to fix it.

Yes, I get this with fair regularity, on all of Google's services and more often if accessing them via Chrome. I've seen it brought up in the uncapped feedback thread a lot, and it's certainly an Mweb issue because switching ISP immediately resolves it for me. Wondering why it's persisted this long.

I had the exact same problem. Gaming on MWEB was impossible, moved to another ISP and all was sorted.

steyncarl said:

The problem comes up during peak hours, so I can't confirm right now since everything works again.
It does seem at first like I'm exaggerating because at peak hours everyone experiences slower internet, it's just normal.

Mine is unfortunately not just slow at those times, it times out completely.

But I think we've found a clue. I'll confirm tomorrow.

Thanks Pot

Click to expand...

Good Day steyncarl, please provide me feedback regarding the mail and YouTube issue you are encountering via inbox messaging.

We do still have an open escalation for you, however I would like to obtain some more information from you.

I eagerly await your message.

Having pretty much a similar issue as the OP. My line stats are great as well, but come 7pm onwards and it's difficult to use YouTube or any other streaming service.

Mod note: Please keep this thread on topic and allow the OFFICIAL MWeb representatives to assist the OP with his issues.

Icemanbrfc said:

Having pretty much a similar issue as the OP. My line stats are great as well, but come 7pm onwards and it's difficult to use YouTube or any other streaming service.

Click to expand...

Hi Icemanbrfc, please PM me your MWEB account details so that I can look into this for you.

Still this erratic problem streaming youtube on MWEB :

Sync at 14mbps and speed test shows 12mbps. Zertop linetool test shows "line is running perfectly". Capped account.

Launch a youtube video at 915pm, and cannot run at 1080 - "stats for nerds" shows connection speed 2159 kbps and buffer zero seconds.

So I change to another ISP, and runs perfectly at 1080 - stats are 10772 kbps and 117 s buffer.

Try MWEB again at 955pm - youtube stats are 1038 kbps and buffer 3 seconds.
Other ISP - youtube stats are 9800kbps and 39s buffer

PeterBee said:

Still this erratic problem streaming youtube on MWEB :

Sync at 14mbps and speed test shows 12mbps. Zertop linetool test shows "line is running perfectly". Capped account.

Launch a youtube video at 915pm, and cannot run at 1080 - "stats for nerds" shows connection speed 2159 kbps and buffer zero seconds.

So I change to another ISP, and runs perfectly at 1080 - stats are 10772 kbps and 117 s buffer.

Try MWEB again at 955pm - youtube stats are 1038 kbps and buffer 3 seconds.
Other ISP - youtube stats are 9800kbps and 39s buffer

Click to expand...

So you know the answer ..... find yourself a real ISP .......

PeterBee said:

Still this erratic problem streaming youtube on MWEB :

Sync at 14mbps and speed test shows 12mbps. Zertop linetool test shows "line is running perfectly". Capped account.

Launch a youtube video at 915pm, and cannot run at 1080 - "stats for nerds" shows connection speed 2159 kbps and buffer zero seconds.

So I change to another ISP, and runs perfectly at 1080 - stats are 10772 kbps and 117 s buffer.

Try MWEB again at 955pm - youtube stats are 1038 kbps and buffer 3 seconds.
Other ISP - youtube stats are 9800kbps and 39s buffer

Click to expand...

Good Morning PeterBee, please provide me your MWEB account details via private messaging.

This YouTube issue was resolved, however we will do all we can to provide you the assistance you require.

PeterBee said:

Still this erratic problem streaming youtube on MWEB :

Sync at 14mbps and speed test shows 12mbps. Zertop linetool test shows "line is running perfectly". Capped account.

Launch a youtube video at 915pm, and cannot run at 1080 - "stats for nerds" shows connection speed 2159 kbps and buffer zero seconds.

So I change to another ISP, and runs perfectly at 1080 - stats are 10772 kbps and 117 s buffer.

Try MWEB again at 955pm - youtube stats are 1038 kbps and buffer 3 seconds.
Other ISP - youtube stats are 9800kbps and 39s buffer

Click to expand...

Yup i have the exact same issue on my premium uncapped account in the evenings. Yet other sites stream fine, its just youtube.

Loppas said:

Yup i have the exact same issue on my premium uncapped account in the evenings. Yet other sites stream fine, its just youtube.

Click to expand...

Afternoon Loppas, please also provide us the "stats for nerds" you obtain after 19:00