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MWEB GameZone's fault reporting procedure

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We understand that things can’t always run perfectly when it comes to your internet and gaming, as well as the game servers you play on. We also want to do our best to help you as quickly as possible, and to achieve that we need your help.

It should be noted that while you may be having issues when gaming, there could be a chance it is an issue related to your line in general – especially if you are also experiencing browsing issues – and these should be referred to the Technical Support team whose details can be found below.

Logging an issue with your MWEB account when gaming

Email gamesmaster@mweb.com with your email address and/or ADSL phone number and the following additional information:

  • Give a clear explanation of the problem and game (or games) affected
  • Run Pingplotter for 5 minutes to the server IP when the problem occurs and provide outcome via screenshot
  • Run Pingplotter for 5 minutes to the server IP when the problem is not occurring and provide outcome via screenshot
  • Run the following 3 Speedtests and provide screenshots
    http://speedtest.cpt.mweb.co.za/
    http://speedtest.jhb.mweb.co.za/
    http://speedtest.lnd.mweb.co.za/
  • Give a brief rundown of any troubleshooting steps already done
  • If you have access to a second ADSL ISP account that gives better results please provide the above information from that connection aswell.
  • Give an indication of any other browsing, streaming or other issues experienced (Please note: that should you be experiencing these issues too, the problem is not gaming related and is an issue to be handled by the Technical Support team).

Logging an issue with an MWEB hosted game server

Email gamesmaster@mweb.com with the following information:

  • The server IP
  • An explanation of the issue experienced
  • Supply a Pingplotter test as outlined above

If you are not sure how to get the server IP of a game that you are playing, the easiest way to do so (if you use Windows 7, 8 or 10) is to go to Start, select Run or Windows Key + R, type ‘resmon’ and press enter. Select the Network tab and with the game running on the server you are playing on, select the exe of the game and in the TCP Connections box you will see the Remote Address that the game is connected too.

Rest assured, that with this information in hand, we can improve response times and help you get back to enjoying your gaming as quickly as possible.

Other important info:

MWEB GameZone support is available Monday to Friday from 9h00 to 17h00.

For issues that are not gaming related, please contact 0877000777 or email technic@mweb.com. The technical support staff is available at the following times and days:

  • Mon–Sat: 08h00-22h00
  • Sun: 10h00-22h00
  • Public Holidays: 08h00-22h00

In closing; we appreciate your feedback and it's important to us that you have a good experience on our servers. By following the times and procedures listed in the article you will help us to resolve problems faster. If you play on our CS: GO and Dota 2 servers then you should give this article a read.

Happy gaming!

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