jJ
john J
1 reviews | Active since Jan 2015
27 Sept 2017, 21:10
Paying for 4mbps
I have been a client for more than a year. However I recently moved and had to have my service moved to the new address.... 1) I had to drive +\- 40km to their offices in N1City after I phoned and asked the consultant to phone me back as I was told I would be treated as a "NEW" customer due to the service being rendered at a different premises than the 1 on my current statement. 2) I spoke to the lady in N1City whom took down my details and forwarded every the request up the line.. I was informed I would be charged ProRata and would only be charged once the service is up and running again, this however was refuted by the consultant I spoke to telephonically after I followed up after it took them 2weeks to get the line up and running. 3) When the service was eventually activated I found that I was only able to receive a Download Speed of less than 2mbps even though the line rental states 4mbps, I requested that they fix this and TELKOM came to my residence and "FIXED" the issue( I AM STILL ONLY RECEIVING 1.855mbps) 4) They keep sending me sms' that Telkom says my line is working 100% even though they can see my line is running below PAR
The message below is received whenever I TEST my line on their website.... •Your line measurements are acceptable, but we see that they have deteriorated and you are experiencing disconnections. We recommend testing your router and indoor cabling before logging a fault •Your line measurements have deteriorated and are problematic. Test your router and indoor cabling and if the problem persists, log a fault using the button below
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Replies (4)jJ
john J's updateReviewer Update
28 Sept 2017, 21:13
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NEW QUERY
PREVIOUS QUERIES
Technical Assistance - My internet connection is slow Query - Ref No: MWB ********** Status: Resolved
MWEB Help, Tuesday 26 September 2017, 10:18AM
This ticket has been closed as a duplicate. Please see the response on the first ticket logged.
Mr John Ruben Julius, Monday 25 September 2017, 18:01PM
Whom can assist with this issue your service sucks
Technical Assistance - My internet connection is slow Query - Ref No: MWB ********** Status: Resolved
MWEB Help, Tuesday 26 September 2017, 10:14AM
Hi
Our records indicate that you have been in contact with our agents and have managed to download 15gig on the 22nd, 15gig on the 23rd and 20gig on the 24th. The connection seems to be working. Can you please confirm?
Mr John Ruben Julius, Friday 22 September 2017, 20:02PM
I have submitted a request to have my line reset numerous times
when I check it says my connection is deteriorating and AVERAGE even though it says it as at 4mb
I am unable to stream a movie without it buffering.
John Ruben, you are signed in as **********
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ADSL Line Reset ADSL Line Test
ADSL Line Fault Ticket Details
Your ADSL line fault ticket is closed
Ticket Status
Telkom Reference Number 144BWK270917 Status Remote
MWEB Reference Number MWB **********
Ticket Create Date 2017-09-27 20:41:03 Last Update 2017-09-28 16:50:10
Status History Ticket Logged Created Unattended Attended Remote
Fault Description
Directory Number ********** 279 Primary Contact Mr John Ruben Julius
Fault Start Date 2017-09-27 20:35:00 Symptom Intermittent service
Business Hours 08:00-18:00 Availability After Hours Yes
Availability On Weekends Yes
Fault Description I have requested that you fix this issue numerous times ans every single time you reply that TELKOM says my line is working properly well I am telling you that IT IS NOT WORKING I am receiving a speed of 1mbps even though Telkom "FIXED" the issue I have tested my router and it is working 100% You expect payment end of this month HOWEVER I AM NOT RECEIVING SERVICE. How is this fair? FIX MY DOWNLOAD SPEED AND STOP TELLING ME EVERYTHING IS OKAY WHEN YOUR FREAKIN' SYSTEM SAYS I AM ONLY RECEIVING 1059KBPS DOWNLOAD SPEED ON A 4MBPS LINE,
Notes/Comments call me before TELKOM COMES TO "FIX" my cabling.... ********** 838
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John Ruben, you are signed in as **********
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ADSL FON MWEB Talk
ADSL
********** 8
********** 8
ADSL Usage
Your current product is: 4Mbps Uncapped ADSL Data
You have used 63.97 GB so far this month and your total usage for the past 30 days is 64.35 GB
Your last session was on 28 September, 2017, 16:46:16
Your connection status is Unthrottled
PREVIOUS DATA USAGE
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Throttled
Expected Usage
12
Sep
13
Sep
14
Sep
15
Sep
16
Sep
17
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18
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20
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21
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0 GB
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2 GB
3 GB
4 GB
5 GB
6 GB
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9 GB
10 GB
11 GB
12 GB
13 GB
14 GB
15 GB
16 GB
17 GB
0.0
0.0
0.0
0.0
0.0
0.0
6.8
4.4
1.6
14.4
13.1
12.9
2.5
5.0
2.3
0.9
View by month ❯
Detailed Usage ❯
ADSL LINES
This account currently has 1 ADSL line rental.
Line number Last line speed Last use Line rating Managed by Action
********** 279 Download 1322kbps / Upload 508kbps 28/09/2017 Poor MWEB
********** 311 Download 4096kbps / Upload 512kbps 30/08/2017 Good MWEB
Add/Remove Lines
Security
Security features to help protect your connection.
PROTECTED ACCESS: [ DISABLED ]
Enable
CONCURRENT CONNECTIONS ALLOWED: [ 0 ]
Learn more about securing your ADSL connection
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Telkom phoned and apparently fixed the issue remotely.....
above is the details copied from their website
Seems to me they refuse to fix the issue but demand payment for this ****py service.
jJ
john J's update28 Sept 2017, 21:13
Reviewer Update
My Services
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My Queries
NEW QUERY
PREVIOUS QUERIES
Technical Assistance - My internet connection is slow Query - Ref No: MWB ********** Status: Resolved
MWEB Help, Tuesday 26 September 2017, 10:18AM
This ticket has been closed as a duplicate. Please see the response on the first ticket logged.
Mr John Ruben Julius, Monday 25 September 2017, 18:01PM
Whom can assist with this issue your service sucks
Technical Assistance - My internet connection is slow Query - Ref No: MWB ********** Status: Resolved
MWEB Help, Tuesday 26 September 2017, 10:14AM
Hi
Our records indicate that you have been in contact with our agents and have managed to download 15gig on the 22nd, 15gig on the 23rd and 20gig on the 24th. The connection seems to be working. Can you please confirm?
Mr John Ruben Julius, Friday 22 September 2017, 20:02PM
I have submitted a request to have my line reset numerous times
when I check it says my connection is deteriorating and AVERAGE even though it says it as at 4mb
I am unable to stream a movie without it buffering.
John Ruben, you are signed in as **********
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ADSL Line Reset ADSL Line Test
ADSL Line Fault Ticket Details
Your ADSL line fault ticket is closed
Ticket Status
Telkom Reference Number 144BWK270917 Status Remote
MWEB Reference Number MWB **********
Ticket Create Date 2017-09-27 20:41:03 Last Update 2017-09-28 16:50:10
Status History Ticket Logged Created Unattended Attended Remote
Fault Description
Directory Number ********** 279 Primary Contact Mr John Ruben Julius
Fault Start Date 2017-09-27 20:35:00 Symptom Intermittent service
Business Hours 08:00-18:00 Availability After Hours Yes
Availability On Weekends Yes
Fault Description I have requested that you fix this issue numerous times ans every single time you reply that TELKOM says my line is working properly well I am telling you that IT IS NOT WORKING I am receiving a speed of 1mbps even though Telkom "FIXED" the issue I have tested my router and it is working 100% You expect payment end of this month HOWEVER I AM NOT RECEIVING SERVICE. How is this fair? FIX MY DOWNLOAD SPEED AND STOP TELLING ME EVERYTHING IS OKAY WHEN YOUR FREAKIN' SYSTEM SAYS I AM ONLY RECEIVING 1059KBPS DOWNLOAD SPEED ON A 4MBPS LINE,
Notes/Comments call me before TELKOM COMES TO "FIX" my cabling.... ********** 838
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John Ruben, you are signed in as **********
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********** 8
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ADSL Usage
Your current product is: 4Mbps Uncapped ADSL Data
You have used 63.97 GB so far this month and your total usage for the past 30 days is 64.35 GB
Your last session was on 28 September, 2017, 16:46:16
Your connection status is Unthrottled
PREVIOUS DATA USAGE
Standard
High
Throttled
Expected Usage
12
Sep
13
Sep
14
Sep
15
Sep
16
Sep
17
Sep
18
Sep
19
Sep
20
Sep
21
Sep
22
Sep
23
Sep
24
Sep
25
Sep
26
Sep
27
Sep
28
Sep
29
Sep
0 GB
1 GB
2 GB
3 GB
4 GB
5 GB
6 GB
7 GB
8 GB
9 GB
10 GB
11 GB
12 GB
13 GB
14 GB
15 GB
16 GB
17 GB
0.0
0.0
0.0
0.0
0.0
0.0
6.8
4.4
1.6
14.4
13.1
12.9
2.5
5.0
2.3
0.9
View by month ❯
Detailed Usage ❯
ADSL LINES
This account currently has 1 ADSL line rental.
Line number Last line speed Last use Line rating Managed by Action
********** 279 Download 1322kbps / Upload 508kbps 28/09/2017 Poor MWEB
********** 311 Download 4096kbps / Upload 512kbps 30/08/2017 Good MWEB
Add/Remove Lines
Security
Security features to help protect your connection.
PROTECTED ACCESS: [ DISABLED ]
Enable
CONCURRENT CONNECTIONS ALLOWED: [ 0 ]
Learn more about securing your ADSL connection
MWEB CUSTOMERS MWEB Home
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© MWEB 2015. All rights reserved
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Telkom phoned and apparently fixed the issue remotely.....
above is the details copied from their website
Seems to me they refuse to fix the issue but demand payment for this ****py service.
Mweb's replyOfficial
06 Oct 2017, 11:23Good Day john-ruben-julius,
Thank you for taking the time to raise your concerns.
Our consultants have been trying to contact you, unfortunately we have not been able to reach you.
I checked the Telkom portal and the line is currently syncing at 2556kbps, which would explain why you are obtaining 2Mbps speeds.
This does not mean that the line provide is set to 2Mbps though and we do need to troubleshoot with you, before we can escalate a line fault to Telkom.
Please do provide us contact details we can reach you at, in order for us to assist you.
We eagerly await your reply.
Kind regards
MWEB Client Services
Best regards,
Mweb's reply06 Oct 2017, 11:23
Official
Good Day john-ruben-julius,
Thank you for taking the time to raise your concerns.
Our consultants have been trying to contact you, unfortunately we have not been able to reach you.
I checked the Telkom portal and the line is currently syncing at 2556kbps, which would explain why you are obtaining 2Mbps speeds.
This does not mean that the line provide is set to 2Mbps though and we do need to troubleshoot with you, before we can escalate a line fault to Telkom.
Please do provide us contact details we can reach you at, in order for us to assist you.
We eagerly await your reply.
Kind regards
MWEB Client Services
Best regards,
jJ
john J's updateReviewer Update
07 Oct 2017, 14:49I am really getting frustrated
I am receiving emails requesting payment however I am still not receiving Service.
I sent you a message stating when I would be able to take your call and to date no such call received. My service is to be suspended however I would probably not even notice as I am currently still only receiving a download speed of 2.08mbps as per your own Site... I signed up for a 4mbps line if you can't supply don't demand payment.
Please escalate immediately as this is pathetic I have been struggling to get satisfactory service from you since 04Sept2017 if this persists don't bother to send me invoices just cut my line and wait for payment as it will be just as speedy as the service I am receiving.....
jJ
john J's update07 Oct 2017, 14:49
Reviewer Update
I am really getting frustrated
I am receiving emails requesting payment however I am still not receiving Service.
I sent you a message stating when I would be able to take your call and to date no such call received. My service is to be suspended however I would probably not even notice as I am currently still only receiving a download speed of 2.08mbps as per your own Site... I signed up for a 4mbps line if you can't supply don't demand payment.
Please escalate immediately as this is pathetic I have been struggling to get satisfactory service from you since 04Sept2017 if this persists don't bother to send me invoices just cut my line and wait for payment as it will be just as speedy as the service I am receiving.....
Mweb's replyOfficial
11 Oct 2017, 12:52Good Day john-ruben-julius,
Thank you for responding to our message.
Our Technical Team are trying to reach you, however have not managed to get through to you on numerous occasions.
Please do provide us an alternate contact number we can reach you at and a preferred contact time, as I cannot retrieve any communication from you stating a preferred time.
The line is now syncing at 3327 kbps.
The line profile was set to 4Mbps, however the sync speeds were lower.
We eagerly await your reply.
Kind regards
MWEB Client Services
Best regards,
Mweb's reply11 Oct 2017, 12:52
Official
Good Day john-ruben-julius,
Thank you for responding to our message.
Our Technical Team are trying to reach you, however have not managed to get through to you on numerous occasions.
Please do provide us an alternate contact number we can reach you at and a preferred contact time, as I cannot retrieve any communication from you stating a preferred time.
The line is now syncing at 3327 kbps.
The line profile was set to 4Mbps, however the sync speeds were lower.
We eagerly await your reply.
Kind regards
MWEB Client Services
Best regards,