CM
Cobus M
1 reviews | Active since Dec 2014
31 Oct 2015, 08:29
Throttle connetion
I'm a new customer with Mweb.<br> I currently have a 10Mb adsl line with Telkom and moved to Mweb uncapped ADSL<br> I understand that Mweb throttles your connection after you use 250GB, which I'm fine with since I use around 150GB max a month.<br> <br> I have been throttled since day one, running at a average connection speed of 0.8Mb.<br> When I called them today, they said it's because I used 263GB in the last 30 days.<br> I know this is untrue! And even if I wanted to, downloading 263GB at 0.8Mb if I downloaded CONSTANTLY would take 32days, so how could I have done that the last 30?<br> <br> They are unable/unwilling to help since that is what their system says and that's final.<br> They told me I could log a complaint with their abuse department who would investigate and get back to me, how ever long that takes. In the meantime I'm just stuck with bad connection.
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Mweb's replyOfficial
02 Nov 2015, 10:08Hello CobusMalanFNB,
As per your discussion with our customer care representative, this matter has now been addressed.
When a new client signs up, we do not have 30 days usage available to impose our throttling on.
Therefore the system calculates daily averages instead (i.e. 250 Gig's divided by 30 days) and will impose throttling if you exceed the daily average of your package. The first calculation of daily average occurs on day 15.
This should only occur during the first month when we don't have 30 days usage to base throttling/thresholds on.
It's also to ensure that users aren't throttled for an extended period after the first month. If we were to leave users till the account had 30 days of usage available, you would be able to exceed the threshold by too much.
This would have an impact on you during the second month, and make it more difficult to get below the thresholds imposed on the package.
We now see this matter as closed from our side. We apologise for the inconvenience you may have experienced and thank you for your feedback.
Please do not hesitate to contact us should you require any further assistance.
Kind regards
MWEB Client Services
As per your discussion with our customer care representative, this matter has now been addressed.
When a new client signs up, we do not have 30 days usage available to impose our throttling on.
Therefore the system calculates daily averages instead (i.e. 250 Gig's divided by 30 days) and will impose throttling if you exceed the daily average of your package. The first calculation of daily average occurs on day 15.
This should only occur during the first month when we don't have 30 days usage to base throttling/thresholds on.
It's also to ensure that users aren't throttled for an extended period after the first month. If we were to leave users till the account had 30 days of usage available, you would be able to exceed the threshold by too much.
This would have an impact on you during the second month, and make it more difficult to get below the thresholds imposed on the package.
We now see this matter as closed from our side. We apologise for the inconvenience you may have experienced and thank you for your feedback.
Please do not hesitate to contact us should you require any further assistance.
Kind regards
MWEB Client Services
Best regards,
Mweb's reply02 Nov 2015, 10:08
Official
Hello CobusMalanFNB,
As per your discussion with our customer care representative, this matter has now been addressed.
When a new client signs up, we do not have 30 days usage available to impose our throttling on.
Therefore the system calculates daily averages instead (i.e. 250 Gig's divided by 30 days) and will impose throttling if you exceed the daily average of your package. The first calculation of daily average occurs on day 15.
This should only occur during the first month when we don't have 30 days usage to base throttling/thresholds on.
It's also to ensure that users aren't throttled for an extended period after the first month. If we were to leave users till the account had 30 days of usage available, you would be able to exceed the threshold by too much.
This would have an impact on you during the second month, and make it more difficult to get below the thresholds imposed on the package.
We now see this matter as closed from our side. We apologise for the inconvenience you may have experienced and thank you for your feedback.
Please do not hesitate to contact us should you require any further assistance.
Kind regards
MWEB Client Services
As per your discussion with our customer care representative, this matter has now been addressed.
When a new client signs up, we do not have 30 days usage available to impose our throttling on.
Therefore the system calculates daily averages instead (i.e. 250 Gig's divided by 30 days) and will impose throttling if you exceed the daily average of your package. The first calculation of daily average occurs on day 15.
This should only occur during the first month when we don't have 30 days usage to base throttling/thresholds on.
It's also to ensure that users aren't throttled for an extended period after the first month. If we were to leave users till the account had 30 days of usage available, you would be able to exceed the threshold by too much.
This would have an impact on you during the second month, and make it more difficult to get below the thresholds imposed on the package.
We now see this matter as closed from our side. We apologise for the inconvenience you may have experienced and thank you for your feedback.
Please do not hesitate to contact us should you require any further assistance.
Kind regards
MWEB Client Services
Best regards,