OpenWeb ADSL Feedback Thread

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Mr Beep,

I've been with OW for about a year now, and in general I have not had many issues. I have been shopping around for better offers and deals, but was never serious since I was happy. Earlier this week, you had some slow speeds during the day, which is understandable with all the businesses coming back online, updates running etc. I did expect it to improve by Thrusday, but ironically, it was much slower, to the point of it being unusable.

I reported my issue and was told by Leon to reconnect my OW account and try again, which I did and it did not improve. I sent a speedtest along for reference. And here is where everything went pear shaped. Leon said speedtest measure's download speed and not browsing speed. Srsly? I have since last night tried to figure out what the difference is.

The only answer I got was that the shaping device (whatever that is?) determines the priority by deciphering the packets to determine which items are under common sense be seen as browsing?!? (That is your words, not mine)

Here is the thing, I know what is seen as priority and not. I know which type of protocols gets shaped first. But I want YOUR tech support to tell me what you determine it to be. But they keep talking to me like I'm 10 year old. Now that my friend is just not cricket. You guys need some serious training in customer relation.

It is with that I will give my notice and move on. The cost just started to outweigh the convenience.

So long and thanks for all the fish.

PS. The internet is working fine again.
 
KALSTER said:
We should try and find some kind of pattern to the problems. I am in Welkom and my internet is working as it should.

The other thing that is weird is the large pings people get on the first few hops only when doing a traceroute for Openweb. As The good Dr has been saying, that isn't an Openweb issue, as they are not involved in those first few hops. Something else is afoot.

Another thing to add: Openweb has thousands of customers, so if there are more people with Gold accounts complaining here, it doesn't necessarily mean they are more affected by whatever the problem is.
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I would love to assist OW in trying to sort out my issue. At the moment, I can't remote desktop over VPN to work. I get refreshes every 10-15 seconds.

A quick test to opening www.openweb.co.za, using Chrome.

#1: 14 seconds
#2: 14 seconds
#3: 21 seconds

www.cnn.com

#1: 14 seconds
#2: 12 seconds
#3: 12 seconds

If I'm not pressing Ctrl + F5, the sites obviously load much quicker.

While loading these pages, activity jumps to 250kb/s for like 2 seconds before dropping to 30kb/s. Rinse, repeat.

I obviously tried to use my Telkom account again to test with.. BAM, cancelled 15 minutes ago. Now I can't test ****.
 
DrJohnZoidberg said:
Okay, my bad. But I am assuming they are not shaped anywhere as much as an uncapped account.
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Strangely enough, the only time I ever used to get a bad speed, due to shaping, on the Telkom account was for very low seeded downloads (1-5 seeds). Otherwise, the line ran like a bomb 24/7. It never felt like I got throttled or shaped. Nothing went slow. I just worked all the time. Torrent downloads still had high speeds during the day.

The only time I had an issue with Telkom (recently) was when the silly technician crossed my home line with someone else. The line was unusable.
 
Cant even read any HTTP / HTTPS Site now that i am at home, VPN dead slow. WOW works 100%.
 
I tried calling and speaking to someone. again no one to take my call or allow me to speak to someone technical, Mr Beep do you have a number i can contact you on please as this call desk of yours is really not helping me, they keep telling me there is nothing the can do.
 
Kryptonite said:
I tried calling and speaking to someone. again no one to take my call or allow me to speak to someone technical, Mr Beep do you have a number i can contact you on please as this call desk of yours is really not helping me, they keep telling me there is nothing the can do.
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Ah shame it is ma there lunch time on a Friday ;) Try again at 13:05PM
 
I cant complain with OW service as they have been always very help full and responded quickly to my tickets.

I have 2 questions though.

1. They shape during the day so when do you start questioning is it a line/modem/service problem or is it just shaping or is there a way to test ?
2. It is accepted that after hours 8 pm to 8 am and weekend is normally not shaped if im correct. How does that differ on the different packages for example 2mb titan vs 2 mb gamers vs 2 mb gold ?
 
1. We do shape during peak times. This afternoon, again, unfortunately the network is extremely busy. A Friday rush of some sorts, therefore, more shaping will be applied.

2. Well, it is not guaranteed, but we strive for it, quite successfully.

Eg, this weekend will be completely unshaped again, because we want to allow you to download as much as you humanly can so that it makes up for peak time shaping.

Kensei2605 said:
I cant complain with OW service as they have been always very help full and responded quickly to my tickets.

I have 2 questions though.

1. They shape during the day so when do you start questioning is it a line/modem/service problem or is it just shaping or is there a way to test ?
2. It is accepted that after hours 8 pm to 8 am and weekend is normally not shaped if im correct. How does that differ on the different packages for example 2mb titan vs 2 mb gamers vs 2 mb gold ?
Click to expand...
 
VPNs are shaped along with downloads on home accounts, as folks use this procotol to bypass shaping.


Kryptonite said:
Cant even read any HTTP / HTTPS Site now that i am at home, VPN dead slow. WOW works 100%.
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shaping me to the point where the *****ing internet doesnt work means my service is effectively offline....................be honest. i cant browse because i am shaped so much so how does that even constitute a service...............
 
Slow

Hi Mrbeep

I swapped from afrihost to openweb a few weeks ago. It is unfortunately running really slow.
I am on 2 meg gold uncapped and tend to get 1 - 10 kb/s peak hours and 20 - 100 kb/s offpeak.
I was getting full 200 kb/s on afrihost and I know it is not my line that is faulty.
Is there anything that can be done.
Sometimes I cannot even get to my email while nothing else is using the internet...
 
Hi Vaughan

Kindly PM me your ADSL username so that we can investigate

Vaughan said:
Hi Mrbeep

I swapped from afrihost to openweb a few weeks ago. It is unfortunately running really slow.
I am on 2 meg gold uncapped and tend to get 1 - 10 kb/s peak hours and 20 - 100 kb/s offpeak.
I was getting full 200 kb/s on afrihost and I know it is not my line that is faulty.
Is there anything that can be done.
Sometimes I cannot even get to my email while nothing else is using the internet...
Click to expand...
 
There really is no need to use profanity on this thread.

Kindly email [email protected] so that we can investigate

Kryptonite said:
shaping me to the point where the *****ing internet doesnt work means my service is effectively offline....................be honest. i cant browse because i am shaped so much so how does that even constitute a service...............
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MrBeep with all due respect, I work from home and require normal browsing, gmail , github + Skype to be at least available during working hours. I don't believe that weekend unshaped access would be any consolation.

ps. I'm speaking as a concerned potential subscriber
 
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Man these "Power Edition" Gold Uncapped packages are grrrrrrrrrrreat!
I upgraded from my 1MB OpenWeb Gold uncapped to this and I'm only paying R20 more per month - it's unbelievable value and it's working so well !

Maxxing it out at 222K and running like a boss. :love:

Mr.Beep have I ever told you I love you? You guys are the only ones who know how to provide a proper Internet connection! You guys rock!
 
Working hours good like a boss?

Keeper said:
Man these "Power Edition" Gold Uncapped packages are grrrrrrrrrrreat!
I upgraded from my 1MB OpenWeb Gold uncapped to this and I'm only paying R20 more per month, and it's working so well !

Maxxing it out at 222K and running like a boss. :love:

Mr.Beep have I ever told you I love you? You guys are the only ones who know how to provide a proper Internet connection! You guys rock!
Click to expand...
 
Necuno said:
Working hours good like a boss?
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Running between 80 - 100K usually, but that's fine as that was basically my MAX just a few days ago (when I was on 1Mbit)
Sometimes it bursts up to 200K+ during the day (usually in the mornings before 11)

Edit: I'm talking about pure usenet throughput here - obviously If I youtube or download http it maxes out at 222k. always.
 
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Beware, each time they **** up your account and give you a new username, they try charge you for the previous one. Customer care is an oxymoron when it comes to OW.
 
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