OpenWeb ADSL Feedback Thread

Status
Not open for further replies.
So i've emailed the openweb support team about my pathetically slow internet experience this week after returning from holiday. I'm receiving 1000-3000ms response times from local servers, browsing is so slow i can hardly do much, only to be told by the support team that its an exchange congestion issue.. Funny how i've just connected to a telkom account and all of a sudden i receive a 10ms response time and browsing is fine... Can somebody please fix this asap.. experiencing this both during the day as well at night


tracert on openweb account.png & tracert on telkom account.png
 
Last edited:
converse said:
So i've emailed the openweb supportteam about my pathetically slow internet experience this week after returning from holiday. I'm receiving 1000-3000ms response times from local servers, browsing is so slow i can hardly do much, only to be told by the support team that its an exchange congestion issue.. Funny how i've just connected to a telkom account and all of a sudden i receive a 10ms response time and browsing is fine... Can somebody please fix this asap..
Click to expand...

That's weird, seeing a few people lately with high pings to the exchange on IS connections, sounds a lot like your issue. This is definitely not something OpenWeb can fix as it's a problem at the exchange.

Can you post a traceroute to confirm?
 
DRJohn, its definitely an issue on openwebs side.. see the two screenshots under my last post, u can see how telkom account is perfect
 
converse said:
DRJohn, its definitely an issue on openwebs side.. see the two screenshots under my last post, u can see how telkom account is perfect
Click to expand...

Cool I see, but it's not OpenWeb. The second hop in the traceroute is at your exchange or closest similar hardware. Openweb does not have any control over this and looks more like an issue between IS and Telkom.

Best is to ask Openweb to report this to IS or Telkom and get them to move you off the IS backbone for now.
 
This is what a healthy traceroute should look like:

Code: 
traceroute to openweb.co.za (41.72.150.7), 30 hops max, 60 byte packets
 1  192.168.1.1 (192.168.1.1)  0.226 ms  0.599 ms  0.590 ms
 2  196-210-117-1.dynamic.isadsl.co.za (196.210.117.1)  7.229 ms  7.624 ms  8.021 ms
 3  vlan2473.cdsl2-ctn.isdsl.net (196.38.72.193)  12.806 ms  13.207 ms  13.197 ms
 4  196.35.115.136 (196.35.115.136)  12.360 ms  13.574 ms  13.565 ms
 5  168.209.6.12 (168.209.6.12)  13.136 ms  13.542 ms  13.532 ms
 6  css1-ctn-gi0-1.ip.isnet.net (168.209.2.10)  14.750 ms  10.639 ms css1-ctn-gi0-2.ip.isnet.net (168.209.6.10)  9.859 ms
 7  196.36.84.154 (196.36.84.154)  75.545 ms  75.939 ms  75.930 ms
 8  CORE.GP-CN-HET-MEE-1.TO.GP-MR-VOD-MEE-1.DFA.P2P.10G.za.africainx.net (41.84.12.151)  33.668 ms  34.060 ms  34.455 ms
 9  41-66-132-242-f2.HET001-CPE-1-to-GP-CN-HET-MEE-1.africainx.net (41.66.132.242)  34.851 ms  35.406 ms  35.803 ms
10  core-access-switch1.jnb1.host-h.net (197.189.193.1)  36.955 ms  37.350 ms  37.342 ms
11  row-access-switch1-row7-8.jnb1.host-h.net (197.189.193.39)  37.732 ms  38.539 ms  38.506 ms
12  41.203.24.42 (41.203.24.42)  33.707 ms  32.891 ms  33.717 ms
13  mail.openweb.co.za (41.72.150.7)  33.296 ms  33.694 ms  33.683 ms
 
its quite funny when you test three (3) other accounts and three (3) other routers, there's only a problem with openweb.

this tells us that either openweb is doing somewthing they should not be doing

or

not allowed to do

or

there's something wrong with openweb's hardware

or all three of the above.

"Shaped only when the network is busy. UNSHAPED all other times! Never TROTTLED"

RESPONSE : OW SHAPE THE CRAP OUT OF THESE ACCOUNTS, CAN ALSO BE CONSIDERED THROTTELING.

i'm paying for uncapped internet. not just browsing. or just downloading. or p2p. but for a package that contain all the elements. NOT ONLY AFTER HOURS DOWNLOADING

"mrpeep: This is the core of your issue.

As explained before, if you download during peak, your browsing will become shaped, sometimes severly. This is to prevent abuse through the browsing protocol, and only applies during peak shaping times.

Please schedule your downloads for after 19:00"

and then

mrbeep: "We try and balance matters out.

If we kill p2p, the other half will be unhappy.

We will revise the browsing category again. Perhaps we can refine things a bit more."

if you read this thoroughly, somethings wrong here.

Some interesting fact IT is not illegal to download from the internet, but the moment you upload, your guilty of a criminal offence.
it would seems that ISP's safe harboring these users although they commit criminal offences by South African law.

Hall has explained that this feature of BitTorrent, even if only part of a file was uploaded, could be considered distribution under South African law.

"This means that should South Africans use BitTorrent to download copyrighted material without a license, they could very well be charged criminally, and not just under civil law." according to Nicholas Hall from Michalsons Attorneys.

http://mybroadband.co.za/news/inter...criminal-civil-penalties-in-south-africa.html

so business accounts and ppl that do torrents/p2p could download, unhindered as i understand it, might be breaking the law in no unceartain means.

all i care about is a reasonable experience, with normal browsing, facebook, gmail and youtube. and to download something like drivers or urgent updates, anti-virus updates and databases. not having to wait till after 19.00. many ppl work shifts and its not possible for them. theres people working from home that cant afford a business account. theres disabled ppl for which the internet is their lifeline.

in all of this one thing comes to mind: bad management. maybe unknowingly.
 
Last edited:
mika1000 said:
its quite funny when you test three (3) other accounts and three (3) other routers, there's only a problem with openweb.

this tells us that either openweb is doing somewthing they should not be doing

or

not allowed to do

or

there's something wrong with openweb's hardware

or all three of the above.

"Shaped only when the network is busy. UNSHAPED all other times! Never TROTTLED"

RESPONSE : OW SHAPE THE CRAP OUT OF THESE ACCOUNTS, CAN ALSO BE CONSIDERED THROTTELING.

i'm paying for uncapped internet. not just browsing. or just downloading. or p2p. but for a package that contain all the elements. NOT ONLY AFTER HOURS DOWNLOADING

"mrpeep: This is the core of your issue.

As explained before, if you download during peak, your browsing will become shaped, sometimes severly. This is to prevent abuse through the browsing protocol, and only applies during peak shaping times.

Please schedule your downloads for after 19:00"

and then

mrbeep: "We try and balance matters out.

If we kill p2p, the other half will be unhappy.

We will revise the browsing category again. Perhaps we can refine things a bit more."

if you read this thoroughly, somethings wrong here.

Some interesting fact IT is not illegal to download from the internet, but the moment you upload, your guilty of a criminal offence.
it would seems that ISP's safe harboring these users although they commit criminal offences by South African law.

Hall has explained that this feature of BitTorrent, even if only part of a file was uploaded, could be considered distribution under South African law.

"This means that should South Africans use BitTorrent to download copyrighted material without a license, they could very well be charged criminally, and not just under civil law." according to Nicholas Hall from Michalsons Attorneys.

http://mybroadband.co.za/news/inter...criminal-civil-penalties-in-south-africa.html

so business accounts and ppl that do torrents/p2p could download, unhindered as i understand it, might be breaking the law in no unceartain means.

all i care about is a reasonable experience, with normal browsing, facebook, gmail and youtube. and to download something like drivers or urgent updates, anti-virus updates and databases. not having to wait till after 19.00. many ppl work shifts and its not possible for them. theres people working from home that cant afford a business account. theres disabled ppl for which the internet is their lifeline.

in all of this one thing comes to mind: bad management. maybe unknowingly.
Click to expand...

If you have cancelled why are you still banging on this drum? Your internet experience has not lived up to your expectations, you've cancelled. Try to move on. Your constant bashing and bitching is pi$$ing me off. I come here to be aware of stuff happening at my ISP. Stuff I need to be aware of. Yes you have a right to complain but this is not your personal thread where you do it several times a day over multiple days. Then moving on to threatening and shouting, etc.

There seems to be a big fault here affecting multiple users. It's not being addressed adequately. That much is obvious.
 
Oh crumbs

Downloads on this new account seem to be fixed in the 30-50KB/s.
Not a single download has been faster than 50KB/s.
The fastest being 47KB and average around 36KB.

java1.jpg

opera3.jpg

Here are my modem stats;

modemstats.jpg

Browsing and email are fine, speedtests show full 2Mb speeds but ALL downloads seem pegged at under 50KBs.

What should I do ?

EDIT: I will call Telkom in again and even get new equipment if it will sort this out.

Currently I have a DLink DIR 826L router and DSL 2500U modem, if I must replace these I will, just tell me what to get that will just work...
 
Last edited:
Unfortunately we have no control over the second hop.

This is still on the Telkom exchange.

Even if we try and log a fault, Telkom will refer us back to the account holder.

You must please log a fault with Telkom so that they can resolve this issue.

Not even IS can assist here.

converse said:
So i've emailed the openweb support team about my pathetically slow internet experience this week after returning from holiday. I'm receiving 1000-3000ms response times from local servers, browsing is so slow i can hardly do much, only to be told by the support team that its an exchange congestion issue.. Funny how i've just connected to a telkom account and all of a sudden i receive a 10ms response time and browsing is fine... Can somebody please fix this asap.. experiencing this both during the day as well at night


View attachment 92368 & View attachment 92366
Click to expand...
 
MrBEEP said:
Unfortunately we have no control over the second hop.

This is still on the Telkom exchange.

Even if we try and log a fault, Telkom will refer us back to the account holder.

You must please log a fault with Telkom so that they can resolve this issue.

Not even IS can assist here.
Click to expand...

Exactly. It seems like there is a problem with how Telkom is handling routing through IS at some exchanges. But the only way it can be investigated would be to log the fault with Telkom. And in addition to that maybe PM TelkomZA so they can take an informed look at your problem. Hopefully they can identify a wider issue with IS and actually start addressing it.
 
Hey all openwebbers.

Hows the speeds today (during the day).

Im at work the whole week so when i get home at 6pm all as it should be, but im curious to know for tomorrow / when i work from home
 
Just a question to MrBeep.

What account is not shaped like a "business package" other ISP's would offer, does OW have an equivalent?
 
akescpt said:
If you have cancelled why are you still banging on this drum? Your internet experience has not lived up to your expectations, you've cancelled. Try to move on. Your constant bashing and bitching is pi$$ing me off. I come here to be aware of stuff happening at my ISP. Stuff I need to be aware of. Yes you have a right to complain but this is not your personal thread where you do it several times a day over multiple days. Then moving on to threatening and shouting, etc.

There seems to be a big fault here affecting multiple users. It's not being addressed adequately. That much is obvious.
Click to expand...

i'm stating facts. quoting mrbeep directly. dont like reading it, skip it.

ive never shouted at anybody. nor swear etc.

the CPA had been initialized to protect the consumer from bad service delivery.

a case always got at least two sides. i've put my side and that of openweb by directly quoting mrbeep.

in your own words "There seems to be a big fault here affecting multiple users. It's not being addressed adequately. That much is obvious."
 
Errr firstly .. Platinum, they offer 1mb and 4mb accounts, no 2mb, and 1mb is INSANELY expensive. as opposed to say afrihost business R300 odd rand.

Now as for OW Business, I have not seen such an account on their website. did you make it up?

iJasper said:
Platinum or OW Business?
Click to expand...
 
MatthewMurdoch said:
Hey all openwebbers.

Hows the speeds today (during the day).

Im at work the whole week so when i get home at 6pm all as it should be, but im curious to know for tomorrow / when i work from home
Click to expand...

its Saturday tomorrow. no problems weekend daytime
 
@ akescpt.....i think you missing the point here. We dont mind the shaping on the downloads / torrents during the day and to be fair i dont expect HD 720p you tube video's either. Like i explained in detail. Some services during the day are spot on, WOW for example works wonderfully, 200ms latency however i can't even open www.mybroadband.co.za at the same time.........my VPN client which connects locally also crawls to a halt.

So, either which way it's not a telkom exchange issue or anything non related to Openweb, it falls squarely with openweb. If the traffic from certain items reaches their network at a decent speed, networks 101 then declares the link between my house and openweb free of all faults. simple.

The issue we constantly raise is the HTTP / HTTPS during the day and it's 100% related to how the shaping is occuring. We should have reasonable speeds for HTTP/ HTTPS and downloads restricted as i do accept it's not a platinum service etc.....

I feel mike1000 has made really valid points and i feel the same way many times about OW, we just want full transparency and to speak to engineers when we have faults. not this call desk.

Like i said, when it's good it's great, fantastic ISP but when things dont work we get poor answers that really from a networking perspective are not technically correct.

all i ask for is a real technical explanation as the stuff we get given around "alternate routing" when passwords dont work is just bad. Many times i get my telkom guys to rebuild my ADSL line themselves and i can see all the traffic on their back end and exchange / node volumes and the feedback doesnt correspond to what i get from OW.
 
Status
Not open for further replies.
Back
Top
Sign up to the MyBroadband newsletter
X