1 reviews | Active since Apr 2017
Sudden throttling without warning
In 2020, I became a customer of MTS (Mind The Speed), a decision I now deeply regret. Since the beginning of 2024, we've faced persistent network issues. Despite reaching out to MTS for assistance, they only provide outdated instructions for fixing the problem, despite it originating from their end.
As a computer programmer who heavily relies on GitHub, I've been unable to retrieve code samples from it since around March 14th, 2024. Despite my efforts, including suspecting a virus and reinstalling Windows, the problem persists.
MTS claimed their core engineers were aware of the issue and had included it in their BGP improvements, but later admitted they were still investigating. Their inconsistent responses frustrated me.
I demanded a clear timeline for resolving the issue by March 20th, threatening to terminate my account if not resolved. However, their response was unsatisfactory. They blamed Fastly for IP geo-blocking, despite my ability to access GitHub through other providers.
Even after my deadline passed, they sent me an invoice for another month of interrupted service, expecting payment for inconvenience, and continued to insist on the Fastly geo-blocking issue. Meanwhile, my work suffered due to their incompetence.
They persistently asked if I still wanted to cancel, despite my previous instructions, and failed to provide a fixed Estimated Time of Resolution (ETR). They also sent me new price increases, which was audacious considering the ongoing issues.
To anyone considering MTS, I advise caution. They throttle your connection and bombard you with excuses. Don't be swayed by their marketing tactics. When you try to leave, they demand payment for disrupted service without considering any discounts. I demand a rebate for inadequate service. They can no longer satisfy customer requirements.
We would like to start by clarifying that we do not throttle any connections. Besides providing the full service you subscribe to, we also refrain from throttling services, as doing so would add significant load to our routers. We leave the capacity control to the FNOs (Fiber Network Operators) to ensure optimal performance.
We sincerely apologize for the inconvenience you are currently experiencing. We understand how frustrating this must be and want to assure you that we are doing everything in our power to resolve the issue promptly.
The problem you're facing is quite rare, affecting only a small number of our customers. This has made diagnosing the root cause more challenging, as it is not a common issue. We have identified that the issue lies in the data transfer between our network and a Content Delivery Network (CDN), specifically Fastly. For more information on what a CDN is, please visit this [Wikipedia page](https://en.wikipedia.org/wiki/Content_delivery_network).
As soon as we pinpointed the issue, we immediately contacted Fastly to address it. However, we regret to inform you that we have not yet received a resolution or constructive feedback from their end. Please rest assured that we are actively following up with them and doing our utmost to ensure they identify and fix the issue as soon as possible.
Your patience and understanding in this matter are greatly appreciated. We are committed to keeping you updated on our progress and will continue to engage with Fastly to expedite a resolution.
Thank you for your continued support.
Sincerely,
Mind the Speed
We would like to start by clarifying that we do not throttle any connections. Besides providing the full service you subscribe to, we also refrain from throttling services, as doing so would add significant load to our routers. We leave the capacity control to the FNOs (Fiber Network Operators) to ensure optimal performance.
We sincerely apologize for the inconvenience you are currently experiencing. We understand how frustrating this must be and want to assure you that we are doing everything in our power to resolve the issue promptly.
The problem you're facing is quite rare, affecting only a small number of our customers. This has made diagnosing the root cause more challenging, as it is not a common issue. We have identified that the issue lies in the data transfer between our network and a Content Delivery Network (CDN), specifically Fastly. For more information on what a CDN is, please visit this [Wikipedia page](https://en.wikipedia.org/wiki/Content_delivery_network).
As soon as we pinpointed the issue, we immediately contacted Fastly to address it. However, we regret to inform you that we have not yet received a resolution or constructive feedback from their end. Please rest assured that we are actively following up with them and doing our utmost to ensure they identify and fix the issue as soon as possible.
Your patience and understanding in this matter are greatly appreciated. We are committed to keeping you updated on our progress and will continue to engage with Fastly to expedite a resolution.
Thank you for your continued support.
Sincerely,
Mind the Speed