Tag Archives: M-Web

SEACOM cable affects South African internet communication!

If there was a good day for a bad internet connection day, then yesterday could have been one of those, given that it was a day after a public holiday and the day before a weekend, meaning that fewer people were at the office to send e-mails and to Facebook, Tweet, or Blog.

Early yesterday morning the first Tweets complained about the slow internet connection, especially to international websites such as Facebook, WordPress, Twitter, and Google. E-mail sending and receiving were also affected.

A call to M-Web was answered by an automated message, informing its users that a SEACOM cable had broken under the ocean alongside Egypt, that TELKOM engineers are working on the problem, and that M-Web would try to divert communication traffic to alternate cables.  It also promised that the communication would gradually improve over the course of the day. However, it seemed to get worse, and by last night there was no visible improvement in e-mail downloads (all gmail and hotmail addresses would  have been affected as well as e-mail addresses linked to websites hosted on American or other foreign servers).

In Tweets last night M-Web apologised for not having the service up and running again, but promised to have it fixed by today!  The company was criticised for its poor communication of the problem, only reacting to Tweets once asked, but not sending regular Tweets proactively to explain the problem, which would have affected almost every internet user in the country.  M-Web could have also e-mailed its clients about the problem, its @mweb and @iafrica e-mails not having been affected.

We apologise to all guests and other e-mail senders who did not receive a same-day reply from us – we did not receive any e-mails yesterday as a result of the cable breakdown.  We will try to catch up as quickly as possible today.

POSTCRIPT 25/3: We have just received the very disturbing e-mail from M-Web, the first since the cable broke on Friday morning, stating that it could take another two weeks for the cable to be repaired! :

‘Dear MWEB Customer

The Seacom cable, which provides a significant portion of our international capacity, has been damaged off the coast of Egypt in the Mediterranean Sea. Early indications are that it may take up to two weeks to repair the break and restore full capacity. We also have capacity on the WACS cable, which runs up the west coast of Africa, and this is currently able to meet about 45% of our total needs. As a result, most international services will be degraded. We are in ongoing discussions with various operators to secure additional capacity to meet our total requirements until such time as the Seacom cable is fully operational again. We will keep you updated of any changes to this situation via e-mail, our Facebook page and twitter’.

Chris von Ulmenstein, Whale Cottage Portfolio: www.whalecottage.com Twitter: @WhaleCottage

M-Web Sweet and SABC TV Licence Department Sour Service Awards

The Sweet Service Award  goes to M-Web, the largest supplier of internet services in South Africa, who have passed on their broadband savings to their customers.  All M-Web subscribers will receive at least one extra GigaByte of broadband for their subscriptions, without an increase in their subscription fee. Even a booster package of R 99, which bought 1 GB in the past, will now supply 1,5 GB.

 

The Sour Service Award  goes to the SABC TV Licence department, for their inability to provide a tax invoice – instead they issue a statement, yet expect to be paid for the new annual subscription.   A SABC TV call center employee refused to provide the Invoice initially, until the centre supervisor’s assistance was requested.  Given the financial problems of the SABC, one wonders why their staff are so arrogant and rude to TV viewers, as they should be welcoming payment, and make it as easy as possible for TV licences to be paid.

The WhaleTales Sweet & Sour Service Awards are presented every Friday on the WhaleTales blog.  Nominations for the Sweet and Sour Service Awards can be sent to Chris von Ulmenstein at info@whalecottage.com.   Past winners of the Sweet and Sour Service Awards can be read on the Friday posts of this blog, and in the WhaleTales newsletters on the www.whalecottage.com website.