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OpenWeb ADSL Feedback Thread (Pt2)
- Thread starter bwana
- Start date
PostmanPot
Honorary Master
This, exactly. The sheer gall of it all has me quite speechless.
Personally, my integrity would prevent me from coming back. I'd be too ashamed.
The only way would be to address the issues, but all I see is the usual tactics of past yonder. Supposed trolls with unfounded vendettas, trying to impose what this thread should be about, limiting questions to email and PM out of the public eye.
It's a complete rinse and repeat.
It's definitely not false, and definitely not our experience either. Mine included.
I don't have to mention any of the issues, you certainly know what they are, and the other forumites seem to be doing a brilliant job of bringing it to light.
If anything, we hope to save "potential clients" from any undue issues.
SlinkyMike
Honorary Master
- Joined
- Jan 23, 2006
- Messages
- 10,402
- Reaction score
- 5,731
Need to throw my hat in the ring here - left the office yesterday and went to work at home due to loadshedding - couldn't even access Gmail until 18:00 when the cludge miraculously opened up and I was back at full speed.
Is my 4meg 'Gamer's King' account not provisioned for email during the day?
Is my 4meg 'Gamer's King' account not provisioned for email during the day?
PostmanPot
Honorary Master
May I answer, based on a handful of HelloPeter complaints from within the past 4 months?
PostmanPot
Honorary Master
Sorry for the spam...
Hi SlinkyMike,
Please drop me a PM with your ADSL username and OW number.
We would like to investigate this for you.
Email is prioritized during Peak times.
Please drop me a PM with your ADSL username and OW number.
We would like to investigate this for you.
Email is prioritized during Peak times.
* If you would like priority support, kindly mail [email protected] for any Support queries.
* If you would like Admin support (Billing etc) kindly mail [email protected]
* If you would like to become an OpenWeb reseller, kindly visit: http://start.openweb.co.za
* If you are experiencing any issues with our support channels and would like the fault escalated, kindly PM me directly with your ticket number and details of the issue.
* If you would like a complimentary OpenWeb trial account, kindly PM me or email [email protected] - We would love you to try out the OpenWeb network.
Regards
MrB
* If you would like Admin support (Billing etc) kindly mail [email protected]
* If you would like to become an OpenWeb reseller, kindly visit: http://start.openweb.co.za
* If you are experiencing any issues with our support channels and would like the fault escalated, kindly PM me directly with your ticket number and details of the issue.
* If you would like a complimentary OpenWeb trial account, kindly PM me or email [email protected] - We would love you to try out the OpenWeb network.
Regards
MrB
MrR
Expert Member
While I admire your courage (or is it audacity?) to return to a community that has shunned you personally - and by extension, your company - I do not see the point of a comeback. Why, after all this time, do you think it is worth it to come back?
The OpenWeb brand has suffered irreparable reputational damage and a great number of people in this community do not trust you to deliver on your business promises. I honestly thought that OpenWeb would've folded or been sold off by now. If you want to continue engaging here, you first need to ascertain how to build trust and report with the community before you try to push your agenda back on them, especially as if nothing happened. I agree with you that people shouldn't live in the past, but people will not forget.
Forgiveness is also a two way street; most people will only forgive a transgression if they see the sincerity in an apology and a means of moving past it. I understand that you are not apologising (and probably will not), because the fault is not with you; so it would seem that there is an en passe.
After your (understandable) departure, many of your committed customers had issues (look at this forum between August - Jan) and due the lack of customer/brand support, you lost market share even more. Looking back, there were many cases where issues could have been nipped in the bud, but instead it started snowballing and eventually just got out of control. Hopefully, you’ve spent time to reflect on what went wrong, how to resolve and prevent it in the future. For someone that hasn’t studied marketing and does not work in that area, I’ve gotten to learn a lot about brand identity and public relations from these ordeals.
I feel sorry for the new Rep that has the arduous task of trying to support this base and rebuild this brand from the ground up. I wish him/her/them all the best and can only suggest that they take notes from the other reps’ experiences (the do’s and dont’s).
Before you ask; at this point in time, I would not be interested in any type of dealings (free or otherwise) with OpenWeb and cannot see that I will be in the foreseeable future. For the matters listed above, I cannot do it in good faith and mind.
The OpenWeb brand has suffered irreparable reputational damage and a great number of people in this community do not trust you to deliver on your business promises. I honestly thought that OpenWeb would've folded or been sold off by now. If you want to continue engaging here, you first need to ascertain how to build trust and report with the community before you try to push your agenda back on them, especially as if nothing happened. I agree with you that people shouldn't live in the past, but people will not forget.
Forgiveness is also a two way street; most people will only forgive a transgression if they see the sincerity in an apology and a means of moving past it. I understand that you are not apologising (and probably will not), because the fault is not with you; so it would seem that there is an en passe.
After your (understandable) departure, many of your committed customers had issues (look at this forum between August - Jan) and due the lack of customer/brand support, you lost market share even more. Looking back, there were many cases where issues could have been nipped in the bud, but instead it started snowballing and eventually just got out of control. Hopefully, you’ve spent time to reflect on what went wrong, how to resolve and prevent it in the future. For someone that hasn’t studied marketing and does not work in that area, I’ve gotten to learn a lot about brand identity and public relations from these ordeals.
I feel sorry for the new Rep that has the arduous task of trying to support this base and rebuild this brand from the ground up. I wish him/her/them all the best and can only suggest that they take notes from the other reps’ experiences (the do’s and dont’s).
Before you ask; at this point in time, I would not be interested in any type of dealings (free or otherwise) with OpenWeb and cannot see that I will be in the foreseeable future. For the matters listed above, I cannot do it in good faith and mind.
PostmanPot
Honorary Master
Heisenborg
Honorary Master
- Joined
- Dec 15, 2006
- Messages
- 21,345
- Reaction score
- 14,083
Captain Beer
Executive Member
OpenWeb is still a thing? Does Leoni still work for you? She was one of the reasons I cancelled.
Been an OpenWeb customer for over a year - use their capped product. Not aware of the controversy mentioned here. Can only say I have not had a problem ever - also use Afrihost, FNB and Mweb and find streaming netflix and hulu on openweb superior to the other ISPs. Queries are answered quickly - and when I missed a payment they let me stay on their network for another month very accommodatingly until my stolen credit card issue was resolved. So am a happy customer. Only thing I wish for is a better self-service portal to track usage in real time, network status and facility to top up the account. I often find myself switching to OpenWeb account when I experience buffering on Afrihost and others....
Hi guys,
I have been having extreme difficulty with openweb. Ive been mailing their support for months now. And i get the same old dance everytime. My linetest is fine, and when i check on a non openweb account everything runs smooth as silk. My email thread with them is insanely long, with to and fro.
I laugh everytime the technician replies with "We have reset your core".
Even after hours my line can barely load facebook, nevermind watch a youtube vid. And even then it buffers perpetually on the lowest res setting.
Im not here to flame or argue, but only in the strongest way i can, I recommend using an ISP that is not openweb. After months of struggle, my account lapses at the end of FEB.
So if anyone can point me in the direction of a resonable capped option , or even better a reliable uncapped option, that'd be great.
(Please note that last sentence is not aimed at any Openweb product, ive had enough thank you very much.)
Sincerely yours,
- Yancke
I have been having extreme difficulty with openweb. Ive been mailing their support for months now. And i get the same old dance everytime. My linetest is fine, and when i check on a non openweb account everything runs smooth as silk. My email thread with them is insanely long, with to and fro.
I laugh everytime the technician replies with "We have reset your core".
Even after hours my line can barely load facebook, nevermind watch a youtube vid. And even then it buffers perpetually on the lowest res setting.
Im not here to flame or argue, but only in the strongest way i can, I recommend using an ISP that is not openweb. After months of struggle, my account lapses at the end of FEB.
So if anyone can point me in the direction of a resonable capped option , or even better a reliable uncapped option, that'd be great.
(Please note that last sentence is not aimed at any Openweb product, ive had enough thank you very much.)
Sincerely yours,
- Yancke
PostmanPot
Honorary Master
Most capped accounts are good, no matter the ISP. Much easier ballgame. The problem is their 'uncapped' or should we say after hours uncapped. This is what the controversy is and has been about.
The fact that there is no portal with cap/account/top up management should ring alarm bells as to the Mickey Mouseness of their operations.
Plenty of other IS resellers offering the same product, with a proper portal.
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I agree to a extent. Openweb is the only IS reseller that I know of that has the unlimited late data on their capped accounts.
Webafrica has increased theirs but still nice to have unlimited. With Webafrica the late data only makes sense on the higher capped packages and I think that is why Webafrica did it is to push people to buy the higher capped packages.
Performance on the IS capped accounts like ones Openweb and Webafrica is TOP NOTCH and miles ahead of ISP's like Vox uncapped bolt on,Telkom softcap and Afrihost/Axxess
PostmanPot
Honorary Master
Agreed, and I am sure that they are great accounts.
For me though, it comes down to not wanting to support a company that screws over hundreds/thousands of people. I could never go back or recommend them, based on my own experience, and every single post in this thread and others about them, where I've been there through all of it. Most of it is now public knowledge, of course.
I can only hope that consumers are ethical when voting with their wallets. If another provider offers something similar, rather support them out of your values. Although I understand some people would find balancing morals and bandwidth gluttony quite difficult.
I'm also one of the really disappointed customers of Open Web. I could not handle the constant line dropping and reseting of ports with new usernames/passwords.
Only after reading some of the threads did I realise the shock of what is going on.
Not to mention, really disappointed with their horrible cancellation policy. Still, rather run dual ADSL accounts and not suffer in silence.
Only after reading some of the threads did I realise the shock of what is going on.
Not to mention, really disappointed with their horrible cancellation policy. Still, rather run dual ADSL accounts and not suffer in silence.