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MJ
Marais J

1 reviews | Active since Nov 2017

19 Nov 2017, 09:33

Mweb unable to deliver

I have been contacting Mweb since May (six months ago) because we have a connection problem. In the morning our connection is fine (3.5Mbps), but it reduces during the day up to a point where, in the evening it ends up at 0.6Mbps . That is a reduction of +/-83%. To prevent a scenario where Mweb blames Telkom and Telkom in return blames Mweb, we moved our line rental to Mweb. They are therefore responsible for our connection. I went as far as buying a new modem to eliminate that as the culprit.

However this is not my gripe. What really gets me is the fact that after sending them the evidence (screenshots, ping values and ping plotter reports) the response is that Telkom reports the problem as fixed. Well at least it is better than the previous couple of replies that I need to restart my modem and PC. There is a problem at our local exchange, admit it. stop the blame shifting.

Sorry Mweb, this is not good enough! At least your Gamesmaster Ryno has rep**** with sensible comments. If not for him you will not have received the second star.

I am therefore forced to move to a different ISP, who does not use the local Telkom (ADSL) exchange. They have a fibre connection to Cape Town and last mile over microwave to our home.

Have a great day, regards Marais

0
Replies (4)
Mweb
Mweb's reply21 Nov 2017, 14:23
Official

Good day marais-jones

Thank you for raising your concern.

As per your discussion with one of our customer care representatives your query is being addressed. Your call back is booked for Saturday. We will remain in contact with you until your query has been resolved.

Please do not hesitate to contact us should you require any assistance.

Kind regards

MWEB Client Services

MJ
Marais J's update26 Nov 2017, 16:35
Reviewer Update
Hi all, Just some feedback: I did my "negative" review over a weekend and the following Monday I was contacted by MWEB Client Services to find out what my concerns are and to schedule an appointment with their Technical Support. As my problem mostly occurs over weekends they promised to call me on the next Saturday. I was called by Thulani Mona (unfortunately I did not get his surname?), at the scheduled time and after a brief check everything seemed in order. He then promised to call me again just before he went off duty that afternoon at 18H30. Fortunately for me the line was acting up when he contacted me at the scheduled time, computers have a way of smelling IT people and acting normal, making you feel like an idiot for complaining about nothing! He patiently guided me through various tests and finally after logging on through a guest account the line latency was missing. I am still unsure of what exactly might be causing the lag on my my line, but if using a different account solves the problem it might be a setup problem on my side rather than a hardware problem as I originally suspected. Thulani requested that I send a netstat report through to him if/when my problem occurs again to pinpoint the cause. TLDR: Mweb called back and a technician looked at the problem, everything seems fine at the moment. Thank you for your quick response Mweb. Regards, Marais Jones
MJ
Marais J's update01 Jan 2018, 10:59
Reviewer Update
After a month of usage I am HAPPY to report that everything is still 100%!! Thank you MWeb, :-) If there was a way to improve my star rating of you guys I would (is there?). HAPPY NEW YEAR ALL!
MJ
Marais J's update19 Jan 2018, 21:35
Reviewer Update
... not so fast! UNFORTUNATELY THE LAG IS BACK! Wow, every Friday evening after a hard week, all I need is low lag to have a relaxing game, but no that is to much to ask! I cannot believe they cannot fix the problem, well actually I can, they do not care :( Unfortunately I cannot recommend MWeb as a service provide after all the proof that I have sent them. Upgrade the local exchange, PLEAESE! Our contention ratio is way to high and your hardware cannot cope! I will be contacting a different Internet supplier who uses Wireless NOT Telkom exchange. So long!