I recently got my neighbour on to Openweb's 100 gig capped account. Supposedly unshaped and unthrottled. I am also on the OW 100gig capped account and have been happy, BUT:
He came over to ask me to help him with his persistently slow internet connection on his 10Mb line. What I discovered was rather troubling:
His line is syncing perfectly at 10Mb with fantastic line stats. Tracerts show no issues whatsoever in the routing. He logged a ticket with Openweb and Leoni told him that his account was fine and that he needs to call Telkom for a port reset, which is hogwash as I arranged a port reset for him three days ago.
Basically his account is being throttled on all protocols to 512Kbps on a 10Mb uncapped service. All speedtests showed the same thing. So I plugged my Openweb account details in, and bang - full speed. Plugged his back in, and throttled to 512Kbps.
So we went over to my place and plugged his account details into my router. What do you know - throttled to 512Kbps on all speedtests and all protocols. Put my account details back in and bang - running at full line speed. The support ticket I read showed that Leoni stated that there are absolutely no issues and his problem is a Telkom issue. Now that is complete nonsense! This is clearly ISP account related.
The only conclusion that I can arrive at is that his account is being shared with others (as others have reported over the last few weeks in the Openweb thread) or Openweb are throttling this capped account. This isn't even shaping - this is the entire internet experience on that account that is rate-throttled to 512Kbps.
So one has to ask how many capped account users are being throttled or even shaped without their knowledge.
Would like to hear Openweb's official response to this in public. Dishing out a new account to him will not be sufficient to answer this question - we require a detailed explanation as to how his capped account could possibly end up rate throttled to such an extent if it isn't shaping or throttling, the latter being the most likely. This issue, he tells me, has been on-going for some time now and has ended up with him on the phone to Telkom each day, with them now sending out a technician, which he is likely going to have to pay an unnecessary call-out fee, as we can now be certain that this is an ISP issue, even though he was told by Openweb support otherwise.
Why did Leoni pass on the incorrect information to the customer?
Why was his account rate throttled to 512Kbps?
How many other customers are affected by this?
What are Openweb going to do about this?
I'd post a part of the account username, but Openweb dish out the same password to most accounts so it's likely to be nicked if I do. Certainly not happy with what I've read and now seen with Openweb over the last few weeks...
