WF
Wilma F

1 reviews | Active since Dec 2009

04 Mar 2016, 10:03

Uncapped ADSL Package FALSE Advertising

We signed up for a 4Mbps ADSL Line in Feb 2016. We only effectively started using the line on 17 Feb. However we were prorated a service from 8 April. After about a week or two our line was throttled after which we phoned the technical department. They then explained we only have 110GB of data that we can use per rolling 30 days then we'll be throttled. This for us is FALSE Advertising - in actual fact we then don't have uncapped ADSL but a 110GB per month ADSL. However the technician we spoke to then said it should be resolved two weeks later. Tuesday 1 March our line was still throttled! Spoke to another technician who advised if we used below 1GB per day for the next two days we would be unthrottled. Last night we still only had a download speed of 0.1Kbps!!! That on an UNCAPPED 4Mbps line! Phone again and spoke to Sharik who told there is nothing he can do as at most if we switch off the router and not use any internet for the next day we should start seeing an improvement on the line day on day until it returns to 4Mbps. We are in fact CAPPED at 3GB per day for the rolling 30 days then. FALSE ADVERTISING!!! UNCAPPED se voet!!!! I want this resolved ASAP or I CANCEL!!!

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Replies (1)
Mweb
Mweb's reply04 Mar 2016, 12:17
Official
Hello WilmaFour,

Thank you for taking the time to raise your concerns.

Our Customer care representative has since been in contact with you.

He has mailed you as requested explaining ho our throttling work and explained that the account is indeed an uncapped account as even when you are throttled there is still throughput on the line.

Please do not hesitate to contact us should you wish to take us up on any of the options provided.

Kind regards
MWEB Client Services