1 reviews | Active since Jun 2018
Long-Standing Customer, but Impossible to Get Support
I’ve been an Mweb customer for well over a decade and have spent a significant amount of money with the company over the years, but unfortunately, it has reached a point where it seems almost impossible to get any form of customer service. Over the past three days, I have spent hours waiting in the support queue, on some occasions for more than two hours, while simultaneously trying to contact support through the live chat service. Despite this, I have not received a single response. I am now at a complete loss as to what I am expected to do to obtain support from a company that I have been a loyal, paying customer of for so many years.
We understand how frustrating and disappointing this must be, especially after more than a decade as an Mweb customer. Spending hours waiting for assistance over several days, including waits of more than two hours and no response through live chat, is understandably not the level of support you should expect.We’d like the opportunity to assist with your outstanding concern. Please send us a private message with more details about the issue you need help with, and we’ll do our best to point you in the right direction.Kind regards,
The Mweb Team
Best regards,
We understand how frustrating and disappointing this must be, especially after more than a decade as an Mweb customer. Spending hours waiting for assistance over several days, including waits of more than two hours and no response through live chat, is understandably not the level of support you should expect.We’d like the opportunity to assist with your outstanding concern. Please send us a private message with more details about the issue you need help with, and we’ll do our best to point you in the right direction.Kind regards,
The Mweb Team
Best regards,
Thank you for the detailed information and for already providing the service details. We understand how frustrating it is that roulas.co.za was accessible from the MWEB fibre connection previously, but has been unreachable for the past two weeks, while the same website works normally over other internet connections.Based on the testing you’ve done, the issue does appear to be specific to the MWEB connection rather than the website itself. As a first step, please restart the fibre router by switching it off at the power for about 30 seconds and then switching it back on. Once the connection is restored, please try accessing the website again.If the website remains inaccessible, please let us know whether you receive an error message when trying to open the URL. This will help us narrow down whether the issue may be related to DNS resolution, routing, or another connection-level restriction and guide you through the appropriate next step.Kind regards,
The Mweb Team
Best regards,
Thank you for the detailed information and for already providing the service details. We understand how frustrating it is that roulas.co.za was accessible from the MWEB fibre connection previously, but has been unreachable for the past two weeks, while the same website works normally over other internet connections.Based on the testing you’ve done, the issue does appear to be specific to the MWEB connection rather than the website itself. As a first step, please restart the fibre router by switching it off at the power for about 30 seconds and then switching it back on. Once the connection is restored, please try accessing the website again.If the website remains inaccessible, please let us know whether you receive an error message when trying to open the URL. This will help us narrow down whether the issue may be related to DNS resolution, routing, or another connection-level restriction and guide you through the appropriate next step.Kind regards,
The Mweb Team
Best regards,
Kind regards,
The MWEB Team
Best regards,
Kind regards,
The MWEB Team
Best regards,
With respect to the suggestion of trying an alternative DNS server, the website is already resolving correctly to 169.239.218.60 from both connections, so DNS does not appear to be the issue. For comparison, when I run a traceroute from my own MWEB connection (from IP 197.89.12.67), where I can successfully access the website, the trace completes all the way to the destination server:
Tracing route to roulas.co.za [169.239.218.60]
over a maximum of 30 hops:
1 * 1 ms 1 ms TUF-AX5*** [192.168.1.1]
2 4 ms 3 ms 3 ms 197.83.230.1
3 6 ms 4 ms 34 ms 168-210-5-245.ipv4.as20011.net [168.210.5.245]
4 4 ms 4 ms 5 ms za-gp-tis-bb-bng-1.as20011.net [168.210.5.234]
5 5 ms 4 ms * 168-210-5-88.mweb.ipv4.as20011.net [168.210.5.88]
6 4 ms 5 ms 5 ms 41.193.230.2
7 4 ms 4 ms 4 ms shared-fw01.domains.co.za [169.239.216.236]
8 8 ms 4 ms 5 ms cp60.domains.co.za [169.239.218.60]
However, when running the same traceroute from my mother’s MWEB connection (from IP 197.90.206.72), where the website cannot be accessed, I get the following:
Tracing route to roulas.co.za [169.239.218.60]
over a maximum of 30 hops:
1 1 ms 2 ms 1 ms home [192.168.1.1]
2 * * * Request timed out.
3 25 ms 3 ms 4 ms 197.80.97.101
4 3 ms 3 ms 3 ms za-gp-tis-bb-bng-2.as20011.net [168.210.5.126]
5 * * * Request timed out.
6 3 ms 2 ms 2 ms diamatrix.jinx.net.za [196.60.96.115]
7 2 ms 2 ms 3 ms shared-fw01.domains.co.za [169.239.216.236]
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
The important point is that both connections resolve roulas.co.za to exactly the same IP address, 169.239.218.60, so changing DNS is unlikely to address this issue.
The difference is that from my working MWEB connection, the trace progresses through shared-fw01.domains.co.za [169.239.216.236] and then successfully reaches the destination server 169.239.218.60. From my mother’s MWEB connection, the trace also successfully reaches shared-fw01.domains.co.za [169.239.216.236], but does not progress beyond that point and subsequently times out.
Combined with the fact that the website works from mobile data and other internet connections, but not from any device using my mother’s MWEB connection, this appears to point to a connectivity/routing or filtering issue associated with her particular MWEB connection/source IP, rather than a DNS or device issue.
Could you please escalate this to your network team for investigation rather than continuing with DNS or end-device troubleshooting?
Kind regards
Nick
With respect to the suggestion of trying an alternative DNS server, the website is already resolving correctly to 169.239.218.60 from both connections, so DNS does not appear to be the issue. For comparison, when I run a traceroute from my own MWEB connection (from IP 197.89.12.67), where I can successfully access the website, the trace completes all the way to the destination server:
Tracing route to roulas.co.za [169.239.218.60]
over a maximum of 30 hops:
1 * 1 ms 1 ms TUF-AX5*** [192.168.1.1]
2 4 ms 3 ms 3 ms 197.83.230.1
3 6 ms 4 ms 34 ms 168-210-5-245.ipv4.as20011.net [168.210.5.245]
4 4 ms 4 ms 5 ms za-gp-tis-bb-bng-1.as20011.net [168.210.5.234]
5 5 ms 4 ms * 168-210-5-88.mweb.ipv4.as20011.net [168.210.5.88]
6 4 ms 5 ms 5 ms 41.193.230.2
7 4 ms 4 ms 4 ms shared-fw01.domains.co.za [169.239.216.236]
8 8 ms 4 ms 5 ms cp60.domains.co.za [169.239.218.60]
However, when running the same traceroute from my mother’s MWEB connection (from IP 197.90.206.72), where the website cannot be accessed, I get the following:
Tracing route to roulas.co.za [169.239.218.60]
over a maximum of 30 hops:
1 1 ms 2 ms 1 ms home [192.168.1.1]
2 * * * Request timed out.
3 25 ms 3 ms 4 ms 197.80.97.101
4 3 ms 3 ms 3 ms za-gp-tis-bb-bng-2.as20011.net [168.210.5.126]
5 * * * Request timed out.
6 3 ms 2 ms 2 ms diamatrix.jinx.net.za [196.60.96.115]
7 2 ms 2 ms 3 ms shared-fw01.domains.co.za [169.239.216.236]
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
The important point is that both connections resolve roulas.co.za to exactly the same IP address, 169.239.218.60, so changing DNS is unlikely to address this issue.
The difference is that from my working MWEB connection, the trace progresses through shared-fw01.domains.co.za [169.239.216.236] and then successfully reaches the destination server 169.239.218.60. From my mother’s MWEB connection, the trace also successfully reaches shared-fw01.domains.co.za [169.239.216.236], but does not progress beyond that point and subsequently times out.
Combined with the fact that the website works from mobile data and other internet connections, but not from any device using my mother’s MWEB connection, this appears to point to a connectivity/routing or filtering issue associated with her particular MWEB connection/source IP, rather than a DNS or device issue.
Could you please escalate this to your network team for investigation rather than continuing with DNS or end-device troubleshooting?
Kind regards
Nick
The Mweb Team
Best regards,
The Mweb Team
Best regards,
Kind regards
Nick
Kind regards
Nick
Thank you so much for your update.
Kind regards,
The Mweb Team
Best regards,
Thank you so much for your update.
Kind regards,
The Mweb Team
Best regards,
