OpenWeb ADSL Feedback Thread (Pt2)

Does anyone know of an alternate way to cancel? I've been trying to contact their support line (0861224466) for some time now and it just puts you on hold for 5 minutes before the line goes dead!
 
PostmanPot said:
I see even your loyalty is dwindling. I feel you, bro.
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Sadly, as much as I got annoyed with some of the posts that you made, I never denied that there was some degree of truth to them (heck, actual customers were complaining a lot at this point). I was just annoyed that you weren't assisting people, or trying to make the situation better for the people with issues. But, you have helped people troubleshoot their problems recently, and there's no denying that there are some customers who are very clearly having BIG problems that can only be laid at OW's feet.

As I've pointed out, mine have been relatively minor so far, but it's as clear as day that the service is degrading. It's just hitting some people harder than others.

I am seriously considering an Afrihost 100+100 gig account, but am going to wait a bit longer. Hell, I put up with Mweb's bull**** for 3 months, I can deal with slow speeds during the day until this situation comes to a more solid conclusion.
 
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Kayoss said:
Thanks.

Any specifics as to what my email must contain? Copy of my ID? Proof of address?...
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"Hello, I would like to cancel my account with Openweb. My OW number is {OWNumber} and my account email is {accountEmail}. Please forward me a reference number to confirm receipt of the request. Thanks"
 
Kayoss said:
Thanks.

Any specifics as to what my email must contain? Copy of my ID? Proof of address?...
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According to their terms and conditions, you just need to give written notice or call the call center. Note that one month notice is necessary, before 25th of the month if you're on debit order. Also, you can't downgrade during the notice month.

Went and checked all this earlier when I cancelled this morning.
 
Woodlands said:
"Hello, I would like to cancel my account with Openweb. My OW number is {OWNumber} and my account email is {accountEmail}. Please forward me a reference number to confirm receipt of the request. Thanks"
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Haha, that's a great template thanks!

Just don't want a situation whereby I email them to cancel, then a find out it didn't get cancelled because they needed xyz (ID/Bank statement/etc). Then it's comes the 25th and my account can only get cancelled at the end of June.

I deal with insurance companies all the time so I know how they look to find any technicality to prolong payment/cancellations...
 
Guys, those thinking of terminating with OW, remember their calendar months notification policy... submit your cancellation request before the 25th otherwise you're locked in for another 2 months!

I'm finding this conspiracy stuff very interesting and find cableguy's silence deafening.

According to userstats.adsl.saix.net I have used almost 500GB on my connection this month! Well well well, according to my router's internal monitoring software, I've done just over 120GB. How bizarre.

The account was given to me my OW support in March after I complained again about crappy speeds. Looks like the account has been active since November last year! Furthermore, there are times when there have been up to 6 sessions active at one time. Strangely enough, these days correspond to my days of lowest throughput looking at my own personal stats and times when I felt the "shaper" the hardest.

Openweb - to a casual observer, this makes your business practice shady to say the least.

Cableguy - 2 questions.

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

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?
b) If not, can you comment on this?
 
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timmie23 said:
According to their terms and conditions, you just need to give written notice or call the call center. Note that one month notice is necessary, before 25th of the month if you're on debit order. Also, you can't downgrade during the notice month.

Went and checked all this earlier when I cancelled this morning.
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Thanks, yeah, the one month thing is really sad on their part. One last grab at your money once you've already made up your mind.. Pretty much sums up my previous post regarding delay tactics.
 
Oh deary dear. I would love to hear the reason for this :o

I am 99.99% sure they just going to say AGAIN that all monitoring tools except their own are inaccurate...

bumbledore said:
Guys, those thinking of terminating with OW, remember their calendar months notification policy... submit your cancellation request before the 25th otherwise you're locked in for another 2 months!

I'm finding this conspiracy stuff very interesting and find cableguy's silence deafening.

According to userstats.adsl.saix.net I have used almost 500GB on my connection this month! Well well well, according to my router's internal monitoring software, I've done just over 120GB. How bizarre.

The account was given to me my OW support in March after I complained again about crappy speeds. Looks like the account has been active since November last year! Furthermore, there are times when there have been up to 6 sessions active at one time. Strangely enough, these days correspond to my days of lowest throughput looking at my own personal stats and times when I felt the "shaper" the hardest.

Openweb - to a casual observer, this makes your business practice shady to say the least.

Cableguy - 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
Click to expand...
 
Wackyza said:
Oh deary dear. I would love to hear the reason for this :o

I am 99.99% sure they just going to say AGAIN that all monitoring tools except their own are inaccurate...
Click to expand...

Would also be very interested in question 2a & b of the modified post regarding membership (or apparent non-membership) with the ISPA.
 
Can I request this thread be stickied? Not sure correct channels to follow... It was stickied earlier today... maybe gremlins?
 
bumbledore said:
Guys, those thinking of terminating with OW, remember their calendar months notification policy... submit your cancellation request before the 25th otherwise you're locked in for another 2 months!

I'm finding this conspiracy stuff very interesting and find cableguy's silence deafening.

According to userstats.adsl.saix.net I have used almost 500GB on my connection this month! Well well well, according to my router's internal monitoring software, I've done just over 120GB. How bizarre.

The account was given to me my OW support in March after I complained again about crappy speeds. Looks like the account has been active since November last year! Furthermore, there are times when there have been up to 6 sessions active at one time. Strangely enough, these days correspond to my days of lowest throughput looking at my own personal stats and times when I felt the "shaper" the hardest.

Openweb - to a casual observer, this makes your business practice shady to say the least.

Cableguy - 2 questions.

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

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?
b) If not, can you comment on this?
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@Wackyza, there you go.. It once again seems all too suspicious.
 
marine1 said:
Why cant companies just be upfront about these things?
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In South Africa, the trend is :

a) pass the buck
b) assume the customer knows nothing and treat them as such
c) lack of responsibility, the answer is always to contact a 3rd party
d) technical "issues" beyond their control. i.e. telkom being the standard fall guy for isp's
e) lack of accountability, "refer to the small print" or terms of xyz being the usual excuse.
f) blatently ignoring email requests and/or telephone conversations or take days to resolve a simple issue
g) companies that somehow equate providing a service with service delivery :wtf:
h) the attitude that you should somehow be gratefull for the service you receive, even though you are paying for A yet only getting B
i) a general lack of professionalism
 
bumbledore said:
Would also be very interested in question 2a & b of the modified post regarding membership (or apparent non-membership) with the ISPA.
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As I previously pointed out, they are not an ISP, they are a bulk reseller. Given this, I'm more interested in the rules and regulations governing resellers, in that, does this the same rules that apply to Tier1/2 provider apply to them? If not, who does one take issues up with?

Guz
 
While my experience with OW has been good, one thing to note is how each customers account is a random string followed by @{domain}.co.za while every other ISP I've been with has either my name or something with my initials.

Also just remembered that one of my accounts has my initials at the start of the account username but it may just of been coincidence.
 
Woodlands said:
While my experience with OW has been good, one thing to note is how each customers account is a random string followed by @{domain}.co.za while every other ISP I've been with has either my name or something with my initials.

Also just remembered that one of my accounts has my initials at the start of the account username but it may just of been coincidence.
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Some more recent accounts do have initials, mine did.
 
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