OpenWeb ADSL Feedback Thread

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MrBEEP said:
Hi Imagine,

I see your issue is related to a non payment issue. Your credit card was rejected by the bank.

We sent you a notification earlier in the month, but unfortunately did not receive a response from yourself.

I see that Calvin is busy communicating with you regarding this issue. I will leave it in his capable hands.
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Hmm, this problem seems awfully similar to a problem I experienced with an interruption in my service last month as well.

After having my service cut on the 18th and logging a ticket, Calvin replied that my payment failed. I immediately paid the amount, but upon further investigation saw that I had received no payment failure mails or notifications at all. Even when apparent subsequent failures happened (Leoni said 3 attempts were made). When I asked for proof that these mails were sent out, I was simply told to sort it out with my bank. I did. They have no record of any failed transactions on the card being used.

Strangely enough, when I chatted to a friend that recommended OpenWeb to me, he had had a similar problem, also in December, also with payments. In his case, OpenWeb, or at least the subsidiary used to process the "Auto CC" payments, had entered the incorrect CVV details for his credit card. This caused my friend to cancel his card when suspected fraudulent activity was reported by his financial institution.

Why were these details entered again months after the card details were originally handed over? Is it at all possible that my card details were incorrectly entered (honest mistake, but some responsibility would be appreciated)?

I've sent Leoni another mail today to confirm that payment was charged successfully. I logged it on the same ticket as before as I never received notification that it was closed. I've enjoyed great personal service from OpenWeb before, and am hoping this can be resolved quickly so as to repair what respect I lost for the company.
 
Hi MrBeep

Im away in PE on holiday, and Im trying to login to an Always On hotspot with my openweb account to get wifi for my phone and tablet. Ive tried IS consumer and IS Business and both dont let me login. It used to work when you could select IS in the menu, which doesnt exist anymore :/
 
brwilliams said:
Hmm, this problem seems awfully similar to a problem I experienced with an interruption in my service last month as well.

After having my service cut on the 18th and logging a ticket, Calvin replied that my payment failed. I immediately paid the amount, but upon further investigation saw that I had received no payment failure mails or notifications at all. Even when apparent subsequent failures happened (Leoni said 3 attempts were made). When I asked for proof that these mails were sent out, I was simply told to sort it out with my bank. I did. They have no record of any failed transactions on the card being used.

Strangely enough, when I chatted to a friend that recommended OpenWeb to me, he had had a similar problem, also in December, also with payments. In his case, OpenWeb, or at least the subsidiary used to process the "Auto CC" payments, had entered the incorrect CVV details for his credit card. This caused my friend to cancel his card when suspected fraudulent activity was reported by his financial institution.

Why were these details entered again months after the card details were originally handed over? Is it at all possible that my card details were incorrectly entered (honest mistake, but some responsibility would be appreciated)?

I've sent Leoni another mail today to confirm that payment was charged successfully. I logged it on the same ticket as before as I never received notification that it was closed. I've enjoyed great personal service from OpenWeb before, and am hoping this can be resolved quickly so as to repair what respect I lost for the company.
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Had that too when I first joined Openweb a few years ago. The first payment came off fine. The 2nd was rejected for no apparent reason. Funds were not the issue, as I rarely use my Credit Card. In fact, at the time I had R9500 available credit of the R10 000 limit. My only option was to go the debit order route. As you experienced, I also did not get any e-mail. I had to query why my account would not authorize and was told that my credit card was rejected.
 
subxero said:
Had that too when I first joined Openweb a few years ago. The first payment came off fine. The 2nd was rejected for no apparent reason. Funds were not the issue, as I rarely use my Credit Card. In fact, at the time I had R9500 available credit of the R10 000 limit. My only option was to go the debit order route. As you experienced, I also did not get any e-mail. I had to query why my account would not authorize and was told that my credit card was rejected.
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After my posting this morning I received a reply from Charmaine who informed me that payment had failed on a specified card number. This card has not been in use since June 2012. Payments have been charged successfully using my new card number (which was provided in June) until December. I immediately responded to her mail telling her exactly that, and asking her why they still kept my old details, and why they were still being used. Her response was a one-liner asking for my new card details. Again, I immediately responded and asked for an answer to my queries...I am still waiting for a reply 2.5 hours later.
 
Hi agentrfr,

'Internet Solutions' is the dropdown item that must be selected.

I did a quick test, and it is working well here.

Can you please drop me an email: [email protected] so that I can take a look at your account specifically.

agentrfr said:
Hi MrBeep

Im away in PE on holiday, and Im trying to login to an Always On hotspot with my openweb account to get wifi for my phone and tablet. Ive tried IS consumer and IS Business and both dont let me login. It used to work when you could select IS in the menu, which doesnt exist anymore :/
Click to expand...
 
So my issue has been kind of sorted.

After many emails sent since 20 December 2012 between Leoni, Charmaine, Calvin and me I finally received an apology from Calvin. I originally suggested that the problem exists with the payment details being used. Calvin acknowledged that another company is responsible for processing payments. They however cannot explain why old details were used. I suspect they had some sort of failure which required a rollback of data of some sort - they, according to Calvin, are blaming the bank.

I've accepted the apology from him as before this incident I have always enjoyed great service from OpenWeb. I posted on myBB as I see a few OW clients had issues resolved once posting on this forum. I found that the service and responses I received for this specific issue quite dismissive and not helpful at all. I hope that in future I do not have to reach these levels of frustration before a proper explanation is given.
 
I became a new Gold Uncapped customer just last week - been working very well, but yesterday and today my download speeds are between 0.03 and 0.06 mbit (Yes I typed that correctly). Upload speeds are still fine at about 0.45mbit. The internet is completely unusable. I've ruled out Telkom issues by checking download speeds with my Cybersmart account and they sit nicely at about 1.5mbit (2mbit line).

Any help?
 
Hi abdul,

Kindly email [email protected] for assistance, as the above is not normal.

There are no general issues currently.

abdul89 said:
I became a new Gold Uncapped customer just last week - been working very well, but yesterday and today my download speeds are between 0.03 and 0.06 mbit (Yes I typed that correctly). Upload speeds are still fine at about 0.45mbit. The internet is completely unusable. I've ruled out Telkom issues by checking download speeds with my Cybersmart account and they sit nicely at about 1.5mbit (2mbit line).

Any help?
Click to expand...
 
Hi Mr Beep

Can you tell me whats the difference between the gamers package and the silver uncapped.
 
Arrival said:
Hi Mr Beep

Can you tell me whats the difference between the gamers package and the silver uncapped.
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Indeed, I'm curious as well, as Im also on the gamers delight package. Got an SMS about the new silver promotion. If the silver package is an even better experience, you might as well pay the odd R20 difference, the way I see it. Please let us know Mr Beep :)
 
Hey Friends,

Silver Uncapped has a lower contention ratio than the cheaper packages, meaning, a better overall performance.

Also, if something goes wrong, like SAT3 / Seacom etc goes down, you will get a higher priority than client on Vanilla uncapped for example.

In a nutshell, you are higher up in the food chain.

Ph@ntom said:
Indeed, I'm curious as well, as Im also on the gamers delight package. Got an SMS about the new silver promotion. If the silver package is an even better experience, you might as well pay the odd R20 difference, the way I see it. Please let us know Mr Beep :)
Click to expand...
 
abdul89 said:
I became a new Gold Uncapped customer just last week - been working very well, but yesterday and today my download speeds are between 0.03 and 0.06 mbit (Yes I typed that correctly). Upload speeds are still fine at about 0.45mbit. The internet is completely unusable. I've ruled out Telkom issues by checking download speeds with my Cybersmart account and they sit nicely at about 1.5mbit (2mbit line).

Any help?
Click to expand...


Hi, I'm on Openweb capped unshaped, my speeds were also terrible since yesterday.

:mad:
 
So if I have a gamers delight package can I take the silver uncapped promotion then cancel my gamers package?
 
So... need to cancel my uncapped account emailed support, support tells me to email cancellations so i click forward to cancellations and cc support just in case, i get another response from support telling me to email cancellations, back and forth, round in circles and still no feedback from cancellations... They are quick to sign you up but the moment you want to cancel... there is a long and complex process designed to throw you off cancelling... not impressed with openweb at all tbh...
 
Anyone else having bad latency in Dota 2 tonight.. im on a 2Mb gold uncapped.
 
KoKaRoT said:
Anyone else having bad latency in Dota 2 tonight.. im on a 2Mb gold uncapped.
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I know that there was an issue with one of the undersea cables today that affected international connectivity, it may possibly be due to that?
 
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