1 reviews | Active since Mar 2017
10mbs line slower than when i had a 5mbs - for 6 months. Many calls to tech support and not feedback nor resolution
<p>I upgraded last year from 5mbs to 10 mbs. Shortly after really great speed, my line slowed down - especially during peak hours. I have spoken to tech support so many times and they keep ask to me run the same tests on line without hearing me when i explain the the problem persists during peak hours. This period has now extended from 3 hours every night to over 5 hours. Ironically I struggle to even open MWEB's own webpage. Welcome to dial-up, very retro.</p> <p>They consultants always say a tech support will call me and they never do so i always have to follow up. I live in the CBD in Cape Town so there is no reason i can think of for the issue. Even got a new I7 pc which is super fast so no blaming the hardware. Even cellphone is lagging when browsing.</p> <p>Last week a consultant conceded that it might be an exchange problem with MWEB or Telkom. I have called MWEB twice since then and still no improvement. This has been ongoing for about 5-6 months... not merely a couple of weeks.</p> <p>I inspected my queries on the MWEB page and see that previous logs on this matter have been closed on their side, by them, without any follow-up , nor rectifying the problem.</p> <p>I can say, without exageration, that MWEB's service and treatment of clients has been the worst service i can recall from any service provider in recent or otherwise memory. I would rather eat food from a street vendor than take my chances and bet on MWEB resolving the VERY VERY slow speed..... can't even play MS Solitaire online due to the speed.</p> <p> </p> <p>It's all very well having a support line with staff taking calls but without resolving significant service problems with experienced and knowledgable experts, it's basically window dressing.</p> <p> </p> <p>Potential clients, be warned, avoid MWEB. They feel no obligation to provide the service you will pay for and expect.</p>
Good day smirkie
Thank you for bringing this to our attention.
As per your discussion with one of our customer care representatives your query is being addressed.
We will remain in contact with you until your query has been resolved.
Kind regards
MWEB Client Services
Good day smirkie
Thank you for bringing this to our attention.
As per your discussion with one of our customer care representatives your query is being addressed.
We will remain in contact with you until your query has been resolved.
Kind regards
MWEB Client Services
After posting my above complaint Iwas not satified so the following day I sent the link for the Hello Peter complaint to Ettiene Cloete, the General Manager. I subsequently received a call that morning from Natalie at Mweb. She was not aware of the email the GM. She said she would assist with escalating the matter. She called again that afternoon to say there was no feedback but would work on the matter. I was almost hopeful.
Since then a specialist called the next week and told me to download Wireshark and upload captures of my ethernet to the Dropbox - my hopes were rising. I did as he instructed the following night (very technical so had to figure it out mysefl) and 7 days later no word from him, no word from Natalie and no word from the GM. Can you imagine a service enterprise with this level of service? When i went o load my captures on Dropbox, there were very few queries sitting there and many were pretty old so I expected mine to be turned around quickly.
I had a call on Friday from the call center saying I would receive a call on Monday. Instead I got a generic sms on Tuesday saying my querying the matter is still under investigation. I called the service line tonight and was given the same story about passing my message on and escalating.
IS ANYONE EXPERIENCING TERRIBLY SLOW ADSL SPEED??
Mine started shortly AFTER I upgraded to 10mbs. It is generally not great but for aboout 5 hours during peak time in the evening it is close to dead. Can't even load a local news site - nor Mweb's home page. Please advise me what I should do..... I have explored all options short of leaving for another ISP.
Natalie told me if I leave, one month's notice is required so will still be forced to pay for another month of absent service....
After posting my above complaint Iwas not satified so the following day I sent the link for the Hello Peter complaint to Ettiene Cloete, the General Manager. I subsequently received a call that morning from Natalie at Mweb. She was not aware of the email the GM. She said she would assist with escalating the matter. She called again that afternoon to say there was no feedback but would work on the matter. I was almost hopeful.
Since then a specialist called the next week and told me to download Wireshark and upload captures of my ethernet to the Dropbox - my hopes were rising. I did as he instructed the following night (very technical so had to figure it out mysefl) and 7 days later no word from him, no word from Natalie and no word from the GM. Can you imagine a service enterprise with this level of service? When i went o load my captures on Dropbox, there were very few queries sitting there and many were pretty old so I expected mine to be turned around quickly.
I had a call on Friday from the call center saying I would receive a call on Monday. Instead I got a generic sms on Tuesday saying my querying the matter is still under investigation. I called the service line tonight and was given the same story about passing my message on and escalating.
IS ANYONE EXPERIENCING TERRIBLY SLOW ADSL SPEED??
Mine started shortly AFTER I upgraded to 10mbs. It is generally not great but for aboout 5 hours during peak time in the evening it is close to dead. Can't even load a local news site - nor Mweb's home page. Please advise me what I should do..... I have explored all options short of leaving for another ISP.
Natalie told me if I leave, one month's notice is required so will still be forced to pay for another month of absent service....
It's been almost a week since my last post and my internet connection has actually gotten worse.... far worse. Keith called me last week (on behalf of the CEO, he said) after my last post and tried to trouble shoot with me. He thinks my problem is unique?! I spent an hour Friday night with Grant on the phone... they switched me directly to Telkom to determine where the problem lies. As per clockwork, Sunday night around 4pm, my connection is almost dead. I ran 3 speed tests from three websites Sunday evening at 10pm and 3 more Monday morning at 7:30 am (both times outside peak times) and now my download speed is 0.27mbs. That is less than 3% of the speed I am paying for. My upload speed is 0.44mbs.
I left a message today for Grant and Keith and neither got back to me. This is like buying a car and after two weeks it has to go back to the shop.... for 6 months.... and you must still pay it off.
I was at family last night, around the corner, and my cellphone was running perfectly fine there on their wi-fi with Mweb. Definitely not a problem with my phone nor my desktop. And definitely not Seacom.
I have left my desktop off and tried my phone and very slow... so no rogue applications on desktop. When line goes down around 6pm, I test my phone and the line is almost dead. MWEB measured my usaged one evening and noted that it starts in the evenings before I even get home.... explain that...
Surprisingly, MWEB has not yet indicated that they will get Telkom to test my line.... wonder when they will come round to this.
Tonight, once again, i was told this will be escalated..... must I start to pray? There is no more countdown for when this will be fixed.... perhaps a miracle.
It's been almost a week since my last post and my internet connection has actually gotten worse.... far worse. Keith called me last week (on behalf of the CEO, he said) after my last post and tried to trouble shoot with me. He thinks my problem is unique?! I spent an hour Friday night with Grant on the phone... they switched me directly to Telkom to determine where the problem lies. As per clockwork, Sunday night around 4pm, my connection is almost dead. I ran 3 speed tests from three websites Sunday evening at 10pm and 3 more Monday morning at 7:30 am (both times outside peak times) and now my download speed is 0.27mbs. That is less than 3% of the speed I am paying for. My upload speed is 0.44mbs.
I left a message today for Grant and Keith and neither got back to me. This is like buying a car and after two weeks it has to go back to the shop.... for 6 months.... and you must still pay it off.
I was at family last night, around the corner, and my cellphone was running perfectly fine there on their wi-fi with Mweb. Definitely not a problem with my phone nor my desktop. And definitely not Seacom.
I have left my desktop off and tried my phone and very slow... so no rogue applications on desktop. When line goes down around 6pm, I test my phone and the line is almost dead. MWEB measured my usaged one evening and noted that it starts in the evenings before I even get home.... explain that...
Surprisingly, MWEB has not yet indicated that they will get Telkom to test my line.... wonder when they will come round to this.
Tonight, once again, i was told this will be escalated..... must I start to pray? There is no more countdown for when this will be fixed.... perhaps a miracle.
Wow... just been reading some of the recent posts from unhappy customers.... i feel sick to my stomach..... I am tempted to print these all out and go to the newspapers with them (or ICASA). Something very dishonest is going on here. The Consumer Protection Act would have a field day.
Wow... just been reading some of the recent posts from unhappy customers.... i feel sick to my stomach..... I am tempted to print these all out and go to the newspapers with them (or ICASA). Something very dishonest is going on here. The Consumer Protection Act would have a field day.