OpenWeb ADSL Feedback Thread (Pt2)

I have spoken to the guys who have been with OW the longest and they have explained to me that the reason why usage stats is not logged is due to a decision taken a few years back when certain major ISP's started throttling clients based on their usage.

OpenWeb wanted to assure clients we do not throttle. Therefore, if we do not know your usage, we do not know when to throttle you.

Many of our clients appreciate this, and most could not care less about what they have used.



bumbledore said:
Thanks for your response.

My router monitors my internet usage reliably, down to the byte. I don't use any third party software to measure my internet usage and decline the offer to have OW monitor my bandwidth usage. The numbers on userstats just don't add up and I'm asking you to explain that discrepancy. Have you considered the fact that there may be something wrong with your OW monitoring tool?

WRT passwords, the PW you have supplied me for my current account is 4 related digits, it is totally insecure. Why can I not choose my own password? That is ludicrous.

And there are numerous benefits to joining the ISPA, if you in fact are an ISP and not a bulk reseller as alleged by another user. It provides a legal statutory framework to operate in, that protects both the providers and the consumers. It appears all bar none of your competitors are members so why be so avoidant? Saying, "We don't see the point," is not constructive - it implies to your customers that you are less concerned about their rights than what you claim.

I doubt there are many among us who would intentionally go and see a medical doctor, psychologist or physiotherapist that is not registered with the Health Professions Council of South Africa? Or even worse refuses to join because they don't see the point. The HPCSA is a third-party organization.
Click to expand...
 
ALL streaming traffic is now unshaped.

If you experience a problem here, it has no relation to shaping.

Please email [email protected] so that the guys can investigate this for you

Isengard said:
Man I'm getting so tired of this, can barely stream youtube at the moment (since yesterday), same issue as two weeks ago. I can't be expected to deal with support this regularly every time I have issues.
Click to expand...
 
Kindly email [email protected] so that we can activate the self password management function on your account.

bumbledore said:
Thanks for your response.

My router monitors my internet usage reliably, down to the byte. I don't use any third party software to measure my internet usage and decline the offer to have OW monitor my bandwidth usage. The numbers on userstats just don't add up and I'm asking you to explain that discrepancy. Have you considered the fact that there may be something wrong with your OW monitoring tool?

WRT passwords, the PW you have supplied me for my current account is 4 related digits, it is totally insecure. Why can I not choose my own password? That is ludicrous.

And there are numerous benefits to joining the ISPA, if you in fact are an ISP and not a bulk reseller as alleged by another user. It provides a legal statutory framework to operate in, that protects both the providers and the consumers. It appears all bar none of your competitors are members so why be so avoidant? Saying, "We don't see the point," is not constructive - it implies to your customers that you are less concerned about their rights than what you claim.

I doubt there are many among us who would intentionally go and see a medical doctor, psychologist or physiotherapist that is not registered with the Health Professions Council of South Africa? Or even worse refuses to join because they don't see the point. The HPCSA is a third-party organization.
Click to expand...
 
cableguy said:
ALL streaming traffic is now unshaped.

If you experience a problem here, it has no relation to shaping.

Please email [email protected] so that the guys can investigate this for you
Click to expand...

I don't think it is shaping, but there is definitely something wrong somewhere. I am in communication with support at the moment. It's just frustrating to deal with this same issue so often.
 
Ok, perfect. As long as the guys have been made aware of it.

Isengard said:
I don't think it is shaping, but there is definitely something wrong somewhere. I am in communication with support at the moment. It's just frustrating to deal with this same issue so often.
Click to expand...
 
cableguy said:
I have spoken to the guys who have been with OW the longest and they have explained to me that the reason why usage stats is not logged is due to a decision taken a few years back when certain major ISP's started throttling clients based on their usage.

OpenWeb wanted to assure clients we do not throttle. Therefore, if we do not know your usage, we do not know when to throttle you.

Many of our clients appreciate this, and most could not care less about what they have used.
Click to expand...

I'm sorry, this is balderdash. If that is how business decisions are made at OW i.e. years ago and never subject to review then you must have a one person board. Perhaps you should survey your subscriber base for some more recent data?

You have attempted to move the goalposts to another pitch here, cableguy. It was never about throttling. Never never never. I'm still waiting for you to account for the discrepancy I have described. You still haven't satisfactorily done so and don't think you can, given your mandate for the forums.

Frankly, I can see this discussion going nowhere so would prefer not to have a response to this. It is obvious from the numerous pages of negative press here and the fact that the thread is no longer stickied that trouble is brewing in OW HQ.

Thanks for your willingness to engage and help, regardless and I hope you aren't the fall guy for all the lost subscriptions.
 
cableguy said:
Each time your line disconnects you are assigned a different IP.
Click to expand...

How is it that these different IP's remain connected for 24hrs a day, everyday? Surely, if I were to disconnect and get a new IP address, then my old IP address would no longer be in use. Instead, the same two IP addresses each get used 24hrs a day.

See here: http://imgur.com/F81rPOZ

(The 86000odd number is seconds connected)

Furthermore, the two IP addresses are coming from different parts of the counrty.

Also, please comment on how a user's account can show active usage on it from November last year, when it was only given to them in March this year?

cableguy said:
Between around 17:00 and 18:00 the network does quieten down drastically, as the corporate traffic dilutes during this time. This would see an instant improvement on shaping.
Click to expand...

So you're sticking with the "dynamic shaping" story, eh?
 
I am sorry you feel this way.

It seems like there is a general consensus that the forums make up for the entire OpenWeb userbase. This is not the reality. We have thousands of subscribers who have been with us for years. Over the last few days we have not seen any unusual cancellation activity. Actually, I heard a comment this afternoon that the cancellation rate is down.

Based on this, and the low support load we received today, we must be doing something right.

I am deeply saddened that some forumites feel this way about OpenWeb. We will however soldier forward, doing the very best that we can.

I do not think anyone will be a 'fall guy', as OpenWeb, contrary to popular belief, is growing beautifully.

bumbledore said:
I'm sorry, this is balderdash. If that is how business decisions are made at OW i.e. years ago and never subject to review then you must have a one person board. Perhaps you should survey your subscriber base for some more recent data?

You have attempted to move the goalposts to another pitch here, cableguy. It was never about throttling. Never never never. I'm still waiting for you to account for the discrepancy I have described. You still haven't satisfactorily done so and don't think you can, given your mandate for the forums.

Frankly, I can see this discussion going nowhere so would prefer not to have a response to this. It is obvious from the numerous pages of negative press here and the fact that the thread is no longer stickied that trouble is brewing in OW HQ.

Thanks for your willingness to engage and help, regardless and I hope you aren't the fall guy for all the lost subscriptions.
Click to expand...
 
Kindly refer to my other points in the same response.

Are you using a 3rd party traffic monitoring tool? I believe this is a SAIX one? We do not have any relationship with SAIX.

Kayoss said:
How is it that these different IP's remain connected for 24hrs a day, everyday? Surely, if I were to disconnect and get a new IP address, then my old IP address would no longer be in use. Instead, the same two IP addresses each get used 24hrs a day.

See here: http://imgur.com/F81rPOZ

(The 86000odd number is seconds connected)

Furthermore, the two IP addresses are coming from different parts of the counrty.

Also, please comment on how a user's account can show active usage on it from November last year, when it was only given to them in March this year?



So you're sticking with the "dynamic shaping" story, eh?
Click to expand...
 
lol, OpenWeb lying again.

They are sharing the accounts, and specify the passwords so that they can be handed out to to other users. They know when you download and try to balance the users out so that they don't overlap (ie they won't really pick up issues).

So if your pattern changes, it affects the other guy and when you ask you get someone else's account that might not affect you.

It's just a pity that all the OpenWeb disciples cannot see that and keep supporting this company. They are rotten to the core.
 
cableguy said:
1) How on earth is the above scenario possible? Please explain it to me in the most technical way you can because I am at an actual loss. 6 different IP's from different parts of the country connecting to my account throughout the same 24 hour period? :O

Each time your line disconnects you are assigned a different IP.

However, if you have picked up usage or any information on a tool other than an OpenWeb monitoring tool, it will not be accurate. By default we do not log usage stats on our uncapped accounts.

I believe this issue has been discussed in great detail in the past. Herewith a recap:

* We run our own network capacity powered by our first tier supplier.
* There are very few accounts left that use the standard 'resell' model
* We do not share accounts. We share capacity.
* We pay for capacity. Therefore, sharing accounts on purpose would be pointless
* We do not log usage stats by default. If you would like your stats logged, kindly email [email protected] so that it can be activated
* Account theft is a reality. All ISP's suffer from this. We suggest you request regular password changes on your account to prevent this from happening. Also please keep the firmware in your router updated.


2)a) Openweb is not listed on this page... http://ispa.org.za/membership/list-of-members/
Is OW a member or not a member of the Internet Service Providers' Assocation?

We are not a member of any third party organization.

b) If not, can you comment on this?

We have not seen any direct benefit to becoming a member of any third party organization yet.
Click to expand...

cableguy said:
I am sorry you feel this way.

It seems like there is a general consensus that the forums make up for the entire OpenWeb userbase. This is not the reality. We have thousands of subscribers who have been with us for years. Over the last few days we have not seen any unusual cancellation activity. Actually, I heard a comment this afternoon that the cancellation rate is down.

Based on this, and the low support load we received today, we must be doing something right.

I am deeply saddened that some forumites feel this way about OpenWeb. We will however soldier forward, doing the very best that we can.

I do not think anyone will be a 'fall guy', as OpenWeb, contrary to popular belief, is growing beautifully.
Click to expand...

These two posts are almost an exact replica on your previous responses a month ago. To sum it up again, you are saying 1) Any usage tool except OW's is inaccurate and 2) MyBB does not make up the OW subscriber base.

This is starting to sound like a broken record. One thing you cannot by any means deny; is the fact that you the only ISP I have been with (Which includes Openweb, Telkom, Afrihost, Vox and WebAfrica) whom have to provide you with a different Username and Password (Account, Over and over again) besides the one you received when you signed up. And that to improve your performance. If that doesn't shout questionable at you then I don't know. You are creating a facade here and it's really not tricking anyone (except, according to you the non MyBB subscribers). :whistle:
 
It boggles the mind... all these posts, but no-one has taken it up with IS for clarification.
 
I have had it with fighting...
Time to find a new ISP. I can't be bothered anymore. The time and energy spent fighting OW and its CEO is not worth it, the time is better spent tending to my company.

I know I am right and I am in agreement with several other forum members. OW thinks its right, with a flawed argument. I am not going to embark on a fight I won't win.
 
Anyone experiencing high latency tonight? Getting 1.5k to 3k latency in d3 for some reason with constant disconnects.
 
My NNTP is running at only 8kb/s (I have a 2MB line)

Anyone else?
 
cableguy said:
However, if you have picked up usage or any information on a tool other than an OpenWeb monitoring tool, it will not be accurate. By default we do not log usage stats on our uncapped accounts.
Click to expand...

Who at OpenWeb can assist with the following 3 questions?

How can I get access to this tool?
How can I get access to a OW login and a control panel and monthly invoices?
What happens if I want to change my debit order?
 
They are sharing the accounts,
Click to expand...

Very very interesting, do you mean as in I am sharing my account with someone else?
If that is indeed so, that would make sense of something Telkom told me when they were looking into my DSL disconnect issues I had. They gave me the name of another user, whom I have since tracked down...
 
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