OpenWeb ADSL Feedback Thread (Pt2)

cableguy said:
I believe this is a Feedback Thread, which is what clients are offering. I know for sure that if clients would like us to investigate the problem, they will of course contact one of our official channels so that it can be resolved. Unfortunately, by posting anonymously on a public forum, without sending us account specific information does not assist. We need details to troubleshoot the matter.
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I have done both. I initially contacted OW through the official channels, got some really poor feedback and denial of the issues so I came here to see if anyone else is experiencing the same thing. Sadly in the past it has also been useful to escalate here for some action so you'll have to excuse me for going back to what works. I find it sad that I must "go public" and make threats to go elsewhere to get resolution, but I'll do what works because the official channels are not coming to the party.

As for being anonymous and that preventing the issue from being resolved. Nonsense, I've posted who I've dealt with through official channels and what they've said. I've given you, here and through the support system, as much detail as I can, from tracert tests to several evenings of staying up late testing to prove my theory of later, timed-based unshaping.

cableguy said:
I can also respond to direct and specific questions if you'd like? Kindly post all the questions you have in a single post, and I will respond to them asap.

Unfortunately, General moans and complaints provide feedback in nature, but does not help us resolve any problem, if there is one.
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General moans and groans? If there is a problem? Your choice of words here is very telling about your/OW's attitude to resolving these issues. How many more people must tell you that their accounts are seeing significantly higher shaping, later into the night compared to the previous norm and how many more people need to explain that they've tested other ISP's to prove that the issue lies with the OW account?

So let's change things up. Instead of me guessing what you want, repeating myself, etc, give me and the others experiencing the same issues a one-stop list of things you need to resolve this problem so we can go through an tick off what we've done?

Allow me to start so you can build on this:
- Contacted OW via official support channels...done
- Provided a tracert...done
- Had my port reset...done
- Tested another ISP to see if Telkom is to blame...done (WA pre-paid acc)
- Tested various HTTP/NNTP/Torrent connections every hour on the hour from 5pm to 12am over several evenings to see when shaping was lifted...done (it was exactly 11:00pm 4 nights in row)

All of the above was completed by Thursday evening, yet the issue remained. I'm sick of this back and forth on here and via the official channels. All I want is my supposedly premium service to return back to it's original service level.
 
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Iwojima said:
- Tested various HTTP/NNTP/Torrent connections every hour on the hour from 5pm to 12am over several evenings to see when shaping was lifted...done (it was exactly 11:00pm 4 nights in row)
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This part intrigues me. Could you post some screen shots of this?
 
Woodlands said:
This part intrigues me. Could you post some screen shots of this?
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Gladly. I have set up Bitmeter to capture throughput over the course of the next week and will either snap some screenshots or (more likely) record some video of every hourly test I perform.
 
I, too, am joining the masses in giving some feedback in this thread with regards to my recent experience with Openweb. I have also submitted my 30-days notification to cancel.

The amount I have paid for my monthly subscriptions (R829/mth) for Gold Leon Uncapped has remained static, however the performance has becoming increasingly poor. Daytime is shaped to about 15% irrespective of whether I am downloading or not. After hours, things have been slipping. The network is obviously under strain, shaping has been very strict - on public holidays and far later into the evenings than before. There is obviously a lack of capacity on their network despite how much they may deny it. Pipe isn't big enough for all the data coming through it.

It has become too tedious for me to email support every few weeks and get a new log-in address. Sometimes you get spun a tale about Telkom faults in your area blah de blah de blah, but when the line is tried with an alternative ISP, there is no problem whatsoever.

The last nail in the coffin for OW was the 30-day cancellation notification. I would seriously advise they relook at whether this policy is necessary or not, considering some of their biggest competition allows cancellations for the same month up until the 25th. The 30-day notification is a very ugly way to squeeze the last few rands out of a customer and leaves a pretty bitter taste in the mouth when one terminates a contract.
 
Was very tempted to go with openweb 4mb uncapped from next month but after reading all this think it's better to steer clear.
 
If usage is not available via the portal, it means we are not logging usage stats for your account.

Please mail us: [email protected] so that we can activate stats on your account

e4et said:
Hey guys.
Where can I check my usage, I don't see anything like that on the OW customer portal ?
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We have not denied shaping.

Shaping is a reality when the network is busy unfortunately. We however do not see shaping as a problem, but as part of a shaped product.

We try and provide as much unshaped access as possible over any period of time (as is the case of this unshaped weekend), however, if the network is busy, shaping will be applied.

Eg, we forecast things to start heating up again tomorrow during the course of the day, therefore shaping may be applied.

From Friday evening though, the network has been quiet, and the system opened the floodgates.


Iwojima said:
I have done both. I initially contacted OW through the official channels, got some really poor feedback and denial of the issues so I came here to see if anyone else is experiencing the same thing. Sadly in the past it has also been useful to escalate here for some action so you'll have to excuse me for going back to what works. I find it sad that I must "go public" and make threats to go elsewhere to get resolution, but I'll do what works because the official channels are not coming to the party.

As for being anonymous and that preventing the issue from being resolved. Nonsense, I've posted who I've dealt with through official channels and what they've said. I've given you, here and through the support system, as much detail as I can, from tracert tests to several evenings of staying up late testing to prove my theory of later, timed-based unshaping.



General moans and groans? If there is a problem? Your choice of words here is very telling about your/OW's attitude to resolving these issues. How many more people must tell you that their accounts are seeing significantly higher shaping, later into the night compared to the previous norm and how many more people need to explain that they've tested other ISP's to prove that the issue lies with the OW account?

So let's change things up. Instead of me guessing what you want, repeating myself, etc, give me and the others experiencing the same issues a one-stop list of things you need to resolve this problem so we can go through an tick off what we've done?

Allow me to start so you can build on this:
- Contacted OW via official support channels...done
- Provided a tracert...done
- Had my port reset...done
- Tested another ISP to see if Telkom is to blame...done (WA pre-paid acc)
- Tested various HTTP/NNTP/Torrent connections every hour on the hour from 5pm to 12am over several evenings to see when shaping was lifted...done (it was exactly 11:00pm 4 nights in row)

All of the above was completed by Thursday evening, yet the issue remained. I'm sick of this back and forth on here and via the official channels. All I want is my supposedly premium service to return back to it's original service level.
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cableguy said:
We have not denied shaping.

Shaping is a reality when the network is busy unfortunately. We however do not see shaping as a problem, but as part of a shaped product.

We try and provide as much unshaped access as possible over any period of time (as is the case of this unshaped weekend), however, if the network is busy, shaping will be applied.

Eg, we forecast things to start heating up again tomorrow during the course of the day, therefore shaping may be applied.

From Friday evening though, the network has been quiet, and the system opened the floodgates.
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Kindly go back and read my posts and others' properly. You are still way off the mark.

Let me reiterate; Nobody is accusing you of denying shaping occurs. The accusation is 2 fold and based on what myself and others have seen recently:

1) Shaping is getting worse. i.e. shaped harder (esp during working hours) and for longer periods (after hours).

2) The above is not a symptom of traffic on your network, but time-based as is easily been proved by many here seeing an instant lifting of all shaping at a specific time, to the minute, over multiple weekday evenings.

Keoma still has an account on MyBB under MrBeep, correct? Please ask him to join in this discussion because you either cannot or will not provide the answers we're looking for.
 
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It's like pulling teeth getting information from Openweb..........they had me get Telkom rebuild the entire copper route to the Bothasig exchange due to their p1ss p00r engineers tell me it was my line instead of admitting they didnt have enough bandwidth and were shaping my account into the ground.................
 
Iwojima said:
Kindly go back and read my posts and others' properly. You are still way off the mark.

Let me reiterate; Nobody is accusing you of denying shaping occurs. The accusation is 2 fold and based on what myself and others have seen recently:

1) Shaping is getting worse. i.e. shaped harder (esp during working hours) and for longer periods (after hours).

2) The above is not a symptom of traffic on your network, but time-based as is easily been proved by many here seeing an instant lifting of all shaping at a specific time, to the minute, over multiple weekday evenings.

Keoma still has an account on MyBB under MrBeep, correct? Please ask him to join in this discussion because you either cannot or will not provide the answers we're looking for.
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Loved my OW account after hours and weekends. The shaping unfortunately ..... and then of course there was the ''log a fault with Telkom'' discussion and the ''send us a PM'' ... and truth be told, the daytime speeds never really happened for me, so I moved on - without ever really offering "moans and complaints''. What I did discover, is that CAPPED accounts work always, uncapped accounts are iffy at best.

The outcome of my move - I have found a great alternate ISP, a great account and I can assure you, Telkom were not the problem.

Nuf said.
 
TEXTILE GUY said:
Loved my OW account after hours and weekends. The shaping unfortunately ..... and then of course there was the ''log a fault with Telkom'' discussion and the ''send us a PM'' ... and truth be told, the daytime speeds never really happened for me, so I moved on - without ever really offering "moans and complaints''. What I did discover, is that CAPPED accounts work always, uncapped accounts are iffy at best.

The outcome of my move - I have found a great alternate ISP, a great account and I can assure you, Telkom were not the problem.

Nuf said.
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I agree. I cancelled my OW account last month. Only a few days left. The shaping is ridiculous.
 
Ah I see I am not alone.
Currently downloading a YouTube video at 40kbyte/sec... the MyBB speedtest has returned results I have not seen since being on this particular line. 3239kbps... and it jumps up and down. Pings are not right either.

Let's see what happens tomorrow.
My devices have twice reported the internet as being "unstable" both iOS and Android.

Luckily I am hardly at home this long weekend, otherwise I'd be weighing-in heavily on the argument here.
 
Hmmm seems my up and down experiences are more common than I thought, but who really is a better option? EVERY provider's thread is riddled with complaints, I really don't have a clue who to trust about uncapped adsl anymore.....or at least right now.
 
NNTP and torrents shaped into the ground again..................on a public holiday 9:45am.................complaint laid with ISPA and ASA for false advertising. this is absolute rubbish
 
Kryptonite said:
NNTP and torrents shaped into the ground again..................on a public holiday 9:45am.................complaint laid with ISPA and ASA for false advertising. this is absolute rubbish
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"The network is experiencing high volumes and everybody will be shaped"

Funny how I didn't experience any issues on Saturday and Sunday, but today, Monday, it's absolutely horrid. Feels like that normal daytime shaping.
 
:(:(:(

There has to be capacity issues at OW. Has to be. If it's like this on a public holiday, I genuinely fear trying to use the internet to do some work during this coming week.
 
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