OpenWeb ADSL Feedback Thread (Pt2)

Slamz said:
anyone knows how i can cancel my OW account? called many times and been holding for ages!!!

spoke to a lady now who knows absolutely nothing about their cancellation policy... apparently they cannot confirm a cancellation via phone, you need to email [email protected] and wait for them to respond and they cant give you a time...

then if i cancel today, i still got to pay at the end of the month, but she cannot tell me if my service is still active till end May or not... so basically i'll only know if my cancellation is effective on 1 may if i dont have any access after that time, but still paid for it!? :wtf:

and to top it all off... this is basically a 60 day notice period instead of the 30 days.. (i know how calender months works, but sensibly OW is ripping us off - just my opinion)
Click to expand...

It's a calendar month notice period. You accepted this when purchasing the product.

8. TERMINATION OF SERVICE BY THE USER
The User may terminate the Service by giving written notice to OpenISP CC at
[email protected] or 086 691 2166 as follows:

8.1 one (1) calendar months’ notice for all Users making use of debit/credit order payment facilities,
given before the 25th day of the month before the last month for the provision of the Service (e.g. if
the User wishes the Service to terminate at the end of April, notice of termination must be given
before 25 March). Users may not downgrade their ADSL account/s during the one (1) calendar
months’ notice period. Where proper notice is given in time, OpenISP CC will issue, by email, a
cancellation reference number. Only once a cancellation reference number has been issued will the
User’s account be deemed to be cancelled.
Click to expand...

I personally don't like this either but then again I choose great internet over cancellation policy. I've also had no issues cancelling in the past, you will receive a ticket number when you've sent a mail to cancellations, this is your proof of cancellation and another reason why canceling over the phone would be a bad idea to start with.
 
You have to send an email to [email protected] on or before the 25th of that month. You can then only move to a new ISP at the end of the next month.

Eg. Cancel on 24 April. Move to new ISP on 1 June.

Slamz said:
anyone knows how i can cancel my OW account? called many times and been holding for ages!!!

spoke to a lady now who knows absolutely nothing about their cancellation policy... apparently they cannot confirm a cancellation via phone, you need to email [email protected] and wait for them to respond and they cant give you a time...

then if i cancel today, i still got to pay at the end of the month, but she cannot tell me if my service is still active till end May or not... so basically i'll only know if my cancellation is effective on 1 may if i dont have any access after that time, but still paid for it!? :wtf:

and to top it all off... this is basically a 60 day notice period instead of the 30 days.. (i know how calender months works, but sensibly OW is ripping us off - just my opinion)
Click to expand...
 
@cableguy, just resent a PM in followup on previous PM's sent 26/03 and 01/04. Still experiencing erratic performance issues and feedback from testing is awaited.

**Update**. So I tried to recheck my router settings, switching between DNS addresses given a few months ago, to see if ISP would allocate them automatically - no go, would not authenticate. Switched back to earlier, previously working DNS addresses, and same thing, router links to ADSL line, but authentication fails! Currently cant connect through my router to OW.

Called support on 0861224466, have a polite lady answer, explain the problem and attepts by her to patch me through to a technical person fail, in her words, he is not answering his phone. Informs me someone will call me back, from past experience, this is a very much hit or miss thing with OW.

So now I'm back onto 8ta after trying to be patient for a few weeks, floating on a very inconsistent service.

**Resolved after support email sent**
 
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Slamz said:
anyone knows how i can cancel my OW account? called many times and been holding for ages!!!

spoke to a lady now who knows absolutely nothing about their cancellation policy... apparently they cannot confirm a cancellation via phone, you need to email [email protected] and wait for them to respond and they cant give you a time...

then if i cancel today, i still got to pay at the end of the month, but she cannot tell me if my service is still active till end May or not... so basically i'll only know if my cancellation is effective on 1 may if i dont have any access after that time, but still paid for it!? :wtf:

and to top it all off... this is basically a 60 day notice period instead of the 30 days.. (i know how calender months works, but sensibly OW is ripping us off - just my opinion)
Click to expand...

You should have cancelled 3 days ago.
 
Slamz said:
anyone knows how i can cancel my OW account? called many times and been holding for ages!!!
Click to expand...

How difficult can it be?

Before the 1st of the next month pop them a mail, inform them of cancellation, confirm its for the next month and that your last day will be the 30th or 31st of the next month and thats that.

An e-mail is evidence of your intent.

I have done it before and it works ...... no problems. The exception being MWEB who, due to advanced billing, seem to bill you even after the notice month.
 
I have replied to the PM for you :)

Sharkykzn said:
@cableguy, just resent a PM in followup on previous PM's sent 26/03 and 01/04. Still experiencing erratic performance issues and feedback from testing is awaited.

**Update**. So I tried to recheck my router settings, switching between DNS addresses given a few months ago, to see if ISP would allocate them automatically - no go, would not authenticate. Switched back to earlier, previously working DNS addresses, and same thing, router links to ADSL line, but authentication fails! Currently cant connect through my router to OW.

Called support on 0861224466, have a polite lady answer, explain the problem and attepts by her to patch me through to a technical person fail, in her words, he is not answering his phone. Informs me someone will call me back, from past experience, this is a very much hit or miss thing with OW.

So now I'm back onto 8ta after trying to be patient for a few weeks, floating on a very inconsistent service.

**Resolved after support email sent**
Click to expand...
 
Cableguy, what's up with the net tonight?

Downloads and nntp stuck at a quarter of line speed (50KB/s) - (2mbps gold original)
 
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My after hours account isn't working this evening... Anyone else having the same problem
 
Same on my side . no priority on gold account when trying to play online, downloads slow.....
change to my backup account and get full speed , so whats wrong on openweb.

sent you a PM already Cable Guy
 
Things aren't what they used to be, I'm flat lining at 100kb/s on my 10mb Gamers King "Downloaders Bling" account atm, when I first signed up with Openweb things would start flying between 5 and 6pm, now every night even after 10pm I still only get just over 100kb/s, I feel like I've been downgraded or something? Have businesses decide to stay open until 12pm that we are now being shaped for most of the day? I don't get it? Can MrBeep or Cableguy please explain what has changed? This has been happening for a few weeks now.... :(
 
Streaming all day at 1080p here. Really solid performance past few days.
 
Anyone having problems with openweb account.

Mine authenticates but no throughput.
 
We have seen a few of these cases over the last 2 x days. The only problem is, each case is different. Eg. The one client was using a router that decided to pass away and another client had a password issue.

If possible, please email [email protected] so that we can investigate this for you.

Aardvark said:
Anyone having problems with openweb account.

Mine authenticates but no throughput.
Click to expand...
 
Guys, we need your opinion.

Would a Live Support feature on the website be of any value?

Our concern is, if you cannot connect to the net, would it help having such a feature? Or would you simply access it via a mobile device?

Would you prefer to use Live Support opposed to calling someone for example?

Your feedback would be appreciated
 
This doesnt seem right.

Please PM me quick

dj2381 said:
Things aren't what they used to be, I'm flat lining at 100kb/s on my 10mb Gamers King "Downloaders Bling" account atm, when I first signed up with Openweb things would start flying between 5 and 6pm, now every night even after 10pm I still only get just over 100kb/s, I feel like I've been downgraded or something? Have businesses decide to stay open until 12pm that we are now being shaped for most of the day? I don't get it? Can MrBeep or Cableguy please explain what has changed? This has been happening for a few weeks now.... :(
Click to expand...
 
cableguy said:
We have seen a few of these cases over the last 2 x days. The only problem is, each case is different. Eg. The one client was using a router that decided to pass away and another client had a password issue.

If possible, please email [email protected] so that we can investigate this for you.
Click to expand...



I know what its like. My sincere condolences.
 
cableguy said:
Guys, we need your opinion.

Would a Live Support feature on the website be of any value?

Our concern is, if you cannot connect to the net, would it help having such a feature? Or would you simply access it via a mobile device?

Would you prefer to use Live Support opposed to calling someone for example?

Your feedback would be appreciated
Click to expand...

I think it could work. Almost everybody have a back-up account or 2 nowadays.
 
cableguy said:
Guys, we need your opinion.

Would a Live Support feature on the website be of any value?

Our concern is, if you cannot connect to the net, would it help having such a feature? Or would you simply access it via a mobile device?

Would you prefer to use Live Support opposed to calling someone for example?

Your feedback would be appreciated
Click to expand...

I also think it would be a nice feature.
 
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