NVdM
Nico Van der Merwe
1 reviews | Active since Dec 2013
25 Jun 2015, 10:17
WA Slow Internet and attitude
Few weeks ago, started getting throttled on our 4MB home uncapped account (and I'm talking after business hours 5pm to 8am) to an absolutely unusable speeds. checked usage, between 2 and 3 stars (obviously as we stream media quite often). We are barely able to open the Support Portal to even log a ticket. Obviously we get throttled during office hours because of this rating which is accordance to the AUP which is fine, but after business hours? Unacceptable!!<br> <br> Logged numerous tickets with them stating that our link is unusable outside business hours as that is when we are home. Every time the same pathetic response, \Please upgrade to our Capped Service... Upstream provider
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Webafrica's replyOfficial
02 Jul 2015, 15:43Hello lunix,
We can totally understand why you are upset and where you are coming from.
Having said that, the issue that we had with our upstream provider has been sorted and connectivity is back to normal.
Our guys were in touch with you to see if they can assist and they advised you to move to a Capped service, because the Home Uncapped service has the lowest priority on our network and that makes it worse if your star rating is on 3, 2 or 1 star.
Moreover, if the star rating is poor that means your connection will be deprioritised and the system will deprioritise the account until traffic subsides, this is to ensure that our network is not congested.
We can understand that you're not happy with this arrangement, but this is how our network is prioritised.
Regards,
Mkhululi
Online Team
We can totally understand why you are upset and where you are coming from.
Having said that, the issue that we had with our upstream provider has been sorted and connectivity is back to normal.
Our guys were in touch with you to see if they can assist and they advised you to move to a Capped service, because the Home Uncapped service has the lowest priority on our network and that makes it worse if your star rating is on 3, 2 or 1 star.
Moreover, if the star rating is poor that means your connection will be deprioritised and the system will deprioritise the account until traffic subsides, this is to ensure that our network is not congested.
We can understand that you're not happy with this arrangement, but this is how our network is prioritised.
Regards,
Mkhululi
Online Team
Webafrica's reply02 Jul 2015, 15:43
Official
Hello lunix,
We can totally understand why you are upset and where you are coming from.
Having said that, the issue that we had with our upstream provider has been sorted and connectivity is back to normal.
Our guys were in touch with you to see if they can assist and they advised you to move to a Capped service, because the Home Uncapped service has the lowest priority on our network and that makes it worse if your star rating is on 3, 2 or 1 star.
Moreover, if the star rating is poor that means your connection will be deprioritised and the system will deprioritise the account until traffic subsides, this is to ensure that our network is not congested.
We can understand that you're not happy with this arrangement, but this is how our network is prioritised.
Regards,
Mkhululi
Online Team
We can totally understand why you are upset and where you are coming from.
Having said that, the issue that we had with our upstream provider has been sorted and connectivity is back to normal.
Our guys were in touch with you to see if they can assist and they advised you to move to a Capped service, because the Home Uncapped service has the lowest priority on our network and that makes it worse if your star rating is on 3, 2 or 1 star.
Moreover, if the star rating is poor that means your connection will be deprioritised and the system will deprioritise the account until traffic subsides, this is to ensure that our network is not congested.
We can understand that you're not happy with this arrangement, but this is how our network is prioritised.
Regards,
Mkhululi
Online Team