Bad experience with Openweb

mystic007

mystic007

Well-Known Member
Joined
Dec 1, 2003
Messages
492
Reaction score
34
Location
Sandton
Edit: This issue has been resolved amicably and I consider the matter closed.

I signed up with Openweb on the 1st of June 2011 and after a shaky start on the VB backbone Mr Beep gave me an account on the IS backbone ([email protected]). I was very happy with the IS account until yesterday morning (17 June 2011) when I noticed that I was only getting around 1Mb to international sites:

1345251393.png


I checked the Openweb feedback thread and saw that other users on the IS backbone were also having problems. I then e-mailed Mr Beep who replied that it must be an exchange problem. To test this I logged on with an Afrihost account and did a speed test:

1345313856.png


From the above result it is clear that this is not an exchange issue. I e-mailed Mr Beep with the above result. His replied that he logged a ticket for me (not sure if this was with IS or Telkom) and to inform him if the problem persists. A few hours later I did another speedtest:

1345474229.png


I e-mailed Mr Beep again and informed him that the problem still persisted, expecting to hear feedback regarding the ticket he logged. Mr Beep's only response was to send me an Altech account. Note that I had not requested to be moved to a different backbone at this point. I was only trying to get feedback regarding the ticket that had been logged. The Altech account however performed even worse than my IS account:

1345704697.png


At this point I also noticed that I could not connect to my IS account ([email protected]) anymore. I replied to Mr Beep with the result above and asking why my IS account which I was actively using up until that time is suddenly not working anymore.

Mr Beep responded that there must be a problem with my exchange then as he was getting full speeds on the Altech account, even though I had provided proof that this was not the case. He completely ignored my question regarding why my IS account suddenly stopped working. I responded by asking that my IS account be re-instated. At this point I had to go out for a few hours.

When I got home late last night I had received a response from Mr Beep giving me a different IS account with someone else's surname. Thinking that I might have been given the wrong account I logged on to userstats.isdsl.net and checked the usage history of the account. I saw that nearly 8GB of usage on the account for June 2011. I also did a speedtest on the account and the result was the same as with my own account:

1346085996.png


I e-mailed MR Beep stating that judging by the usage history he must have given me the wrong account. This morning I got a reply that my original account had been resold and that this is now my new account! I e-mailed back asking how he could resell an account which I had been actively using without my consent and that I was merely trying to get feedback regarding the ticket that he logged. I also stated at no point had I asked to be moved to a different backbone, yet he completely ignored my request for feedback and summarily moved me to a different backbone. Now I am stuck with an account which does not reflect my usage and on top of that my original problem (poor international speeds) still was not resolved.

Mr Beep responded that he did not know what the problem was with reselling the account and that he does not understand my problem. I replied saying that I am angry and disappointed because Mr Beep does not seem to read my e-mails properly. Instead of giving me the feedback I requested he moved me without my consent to a different backbone (which I did not ask for) and resold my IS account which had my name on it and which reflected my usage accurately. I know usage on a Gold account does not affect you, but I still like to keep track of my usage for other reasons.

I did not receive any further response from Mr Beep after this. At this point I felt that a total breakdown in communication had occurred between Mr Beep and I and that I had no other choice but to cancel my Openweb Gold account. :(
 
Last edited:
So basically, you refused MrBEEP's help, then post a long winded Openweb bashing thread on the forum. Nice going dude!
 
In order to get quick resolutions to problems, I move folks to different backbones in order to find the one that suits their needs. Naturally, we have to resell that account in order to cover our costs for it. Seen that it is uncapped, luckily, it makes no difference, especially on Gold. I still fail to see the problem. Our clients are usually only too happy when we give them different backbones to try as they can find the one that suits their needs.

I'm afraid I do not know how I should've handled this differently. Perhaps the forumites can give input as to whether I should stop moving clients having problems with their accounts to different backbones, and rather focus on fixing the problem whilst the client uses it?

I look forward to the responses.
 
At no point did I refuse his help. MR Beep told me that he had logged a ticket regarding my problem and I was merely trying to get feedback in that regard. Instead I was moved to a different account which performed worse and when I asked for my old account back it had been resold.
 
What speeds are you hoping to get on what appears to be a 4mb line.
I've seen a lot of reports of less than 100kb/s this week.
Consider yourself lucky, that you're getting speeds of more than 1MB/s.
 
I was getting excellent speeds since I started using the account except for yesterday when I was barely able to get speeds of 1Mb.

DrYes said:
What speeds are you hoping to get on what appears to be a 4mb line.
I've seen a lot of reports of less than 100kb/s this week.
Consider yourself lucky, that you're getting speeds of more than 1MB/s.
Click to expand...
 
I then moved you back to an identical Gold service level account; then this thread.

I believe in fixing the problem immediately, then figuring out what goes wrong with the initial account. If the client is moved, we will resell the old account once it is fixed, as with uncapped Gold, it makes absolutely no difference on whether 1GB or 300GB's is used. The account level is not throttled according to usage.

mystic007 said:
At no point did I refuse his help. MR Beep told me that he had logged a ticket regarding my problem and I was merely trying to get feedback in that regard. Instead I was moved to a different account which performed worse and when I asked for my old account back it had been resold.
Click to expand...
 
I would have preferred to have been asked first before being moved to a different backbone especially since a ticket had already been logged and there was a chance the issue could be resolved. Also in this case moving me to a different account did not resolve the issue.

MrBEEP said:
In order to get quick resolutions to problems, I move folks to different backbones in order to find the one that suits their needs. Naturally, we have to resell that account in order to cover our costs for it. Seen that it is uncapped, luckily, it makes no difference, especially on Gold. I still fail to see the problem. Our clients are usually only too happy when we give them different backbones to try as they can find the one that suits their needs.

I'm afraid I do not know how I should've handled this differently. Perhaps the forumites can give input as to whether I should stop moving clients having problems with their accounts to different backbones, and rather focus on fixing the problem whilst the client uses it?

I look forward to the responses.
Click to expand...
 
This is where I need the forumites input. From my experience 95% of folks are happy to be moved if their original account is giving problems. And 95% of the time it resolved the problem. Asking delays the entire process, as then I have to pose the question to the client, then wait for their response. Then respond with the new details. Then, if the problem continues we have wasted half a day before we can even address the core issue.

I will also NEVER introduce a First Tier support level, where the most an agent can help you is by asking you to reboot the router. I feel 3rd Tier support should be entry level, and if that involves being moved to a new network, so be it.




mystic007 said:
I would have preferred to have been asked first before being moved to a different backbone especially since a ticket had already been logged and there was a chance the issue could be resolved. Also in this case moving me to a different account did not resolve the issue.
Click to expand...
 
Last edited:
mystic007 said:
I would have preferred to have been asked first before being moved to a different backbone especially since a ticket had already been logged and there was a chance the issue could be resolved. Also in this case moving me to a different account did not resolve the issue.
Click to expand...

New York:
1346966533.png


Mount Royal:
1346967974.png


London:
1346969403.png


Copenhagen:
1346970580.png


Cape Town:
1346971471.png


International is a bit wonky but you have to bear in mind that I'm also Skyping at the moment. I'm not entirely sure how traffic gets routed via uncapped accounts but to have the same problem on all the uncapped accounts you've made use of suggests congestion in your area. That's a Telkom problem not an OpenWeb one...

Also, try different Speedtest servers, not just the New York one--the servers aren't infallible. The New York one, specifically, seems slow.
 
New York is a no no! Even on my Telkom SAIX account I get no more than 1.3 to 1.4Mbps to that server. The problem is, most guys think that Speedtest is always 100% accurate. This is a myth! Speedtest is about 70% accurate.

Lycanthrope said:
New York:
1346966533.png


Mount Royal:
1346967974.png


London:
1346969403.png


Copenhagen:
1346970580.png


Cape Town:
1346971471.png


International is a bit wonky but you have to bear in mind that I'm also Skyping at the moment. I'm not entirely sure how traffic gets routed via uncapped accounts but to have the same problem on all the uncapped accounts you've made use of suggests congestion in your area. That's a Telkom problem not an OpenWeb one...

Also, try different Speedtest servers, not just the New York one--the servers aren't infallible. The New York one, specifically, seems slow.
Click to expand...
 
ijack said:
New York is a no no! Even on my Telkom SAIX account I get no more than 1.3 to 1.4Mbps to that server. The problem is, most guys think that Speedtest is always 100% accurate. This is a myth! Speedtest is about 70% accurate.
Click to expand...

Speedtest is an excellent guideline but yeah, not infallible.
 
mystic007 you're making a big fuss over 1 day? MWEB takes weeks to sort out issues. I think MrBeep has been great to you so far.

Lot's of ISPs are having international issues at the moment. It's weird that your Afrihost did so well as they ae an IS reseller.
 
Eish dude, you are moaning because he sold your uncapped account and gave you another one :D

I thought it was uncapped so what difference would it make if the account had 8gb or 800gb? Sounds like you have jumped the gun. Sounds like mrbeep is doing his best to help you
 
After reading MrBeep's replies to this thread I now have a better idea of how he deals with client queries and I feel I may have over reacted. I had to deal a lot recently with bad service from companies of which I am a client and I misinterpreted his response to my problem. I now understand why my query was handled in the way it was and I apologised to MrBeep for the way I reacted. MrBeep was kind enough to accept my apology.
 
Last edited:
Glad your issue has been taken care of.

IMO people can say what they want, I've had nothing BUT exceptional service from OW. I always laugh under my breath when I read about all the mweb issues (too slow, too this, too that, not enough this, not enough that, moan, moan, moan) while my connection runs as smooth and snappy as it should! ( So glad I dodged that mweb bullet.)

In my book : OpenWeb DEFINITELY FTW.
 
Last edited:
Last edited:
mystic007 said:
After reading MrBeep's replies to this thread I now have a better idea of how he deals with client queries and I feel I may have over reacted. I had to deal a lot recently with bad service from companies of which I am a client and I misinterpreted his response to my problem. I now understand why my query was handled in the way it was and I apologised to MrBeep for the way I reacted. MrBeep was kind enough to accept my apology.
Click to expand...
Takes a good man to apologise!
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X