OpenWeb ADSL Feedback Thread

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OpenWeb's Appalling & Spiteful Support Service

I'm writing this to prospective clients of Openweb ISP as a 'heads up' of the service levels to expect. Some of you might have received better service from them, but this ONE time I actually had to contact them, this is what I got.

On 4 Dec 2013, due to the Telkom ADSL line speed upgrades, I contacted Openweb to bump up my 1MB uncapped account to the 2MB line speed (as I saw it was not done automatically). Since then, nearly two months later, I've still not had my account upgraded.

After three requests to have the upgrade implemented, each time being met with a sales offer for another product and blatantly ignoring my request for the upgrade from 1MB to 2MB line speed, I eventually decided to cancel the account.

Upon cancellation I was told that I would have to give one calendar months notice. I replied saying no prob, but please upgrade the acc to the 2MB speed as I have more than a month left with the service. I then eventually got a response:
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Hello
We cannot make changes to an account once there is an intention to cancel.
Kind regards
Leon
Senior Engineer (Core Network)
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Really spiteful behavior from Openweb, as the upgrade request came nearly two months before.
Join them at your own risk!
 
Hello Electronaut,

Kindly PM me with your details so that I can investigate.

I do apologise in advance for the inconvenience caused and will get to the bottom of this for you

Electronaut said:
I'm writing this to prospective clients of Openweb ISP as a 'heads up' of the service levels to expect. Some of you might have received better service from them, but this ONE time I actually had to contact them, this is what I got.

On 4 Dec 2013, due to the Telkom ADSL line speed upgrades, I contacted Openweb to bump up my 1MB uncapped account to the 2MB line speed (as I saw it was not done automatically). Since then, nearly two months later, I've still not had my account upgraded.

After three requests to have the upgrade implemented, each time being met with a sales offer for another product and blatantly ignoring my request for the upgrade from 1MB to 2MB line speed, I eventually decided to cancel the account.

Upon cancellation I was told that I would have to give one calendar months notice. I replied saying no prob, but please upgrade the acc to the 2MB speed as I have more than a month left with the service. I then eventually got a response:
---
Hello
We cannot make changes to an account once there is an intention to cancel.
Kind regards
Leon
Senior Engineer (Core Network)
---
Really spiteful behavior from Openweb, as the upgrade request came nearly two months before.
Join them at your own risk!
Click to expand...
 
Hi MrBEEP. For the last 2 days been experiencing 250Kb speeds as opposed to usual 400Kb. Seems to have happened after the seacom break at Mtunzini.
 
Hi Wasp,

Is this even after hours?

If so, please drop me a PM so that I can take a look

Wasp_21 said:
Hi MrBEEP. For the last 2 days been experiencing 250Kb speeds as opposed to usual 400Kb. Seems to have happened after the seacom break at Mtunzini.
Click to expand...
 
I am a OW client, can you please answer my questions?

Capture.jpg

really, you dont assign one username more then once, and those that have happened is because a few cases of a system assigning problem?

if the issue is reported quiet a lot here then are you lying to us or is the system to blame.

i think everyone on the IS network should check their acc info to see if they are acc sharing with others. http://users.isdsl.net/

before they cant any more... because how can you check if you sharing if the resource is blocked...

mrBEEP: "We will request IS to block access to this resource in the future to avoid confusion."

http://mybroadband.co.za/vb/showthr...ack-Thread?p=11943093&viewfull=1#post11943093

MrBEEP said:
Shaping on browsing when downloads are running is applied via ADSL circuit number.

We however do not assign one username more than once. There have however been a few cases in the past where the system assigned the same username to two clients who ordered the same product seconds after the other but we have since identified and corrected this bug.
Click to expand...

l_abc_l said:
Mr Beep,

I just found out my account is shared as well and I signed up in Dec 2013.

A) why on earth do I need to be sharing my adsl account. Surely your system issue was sorted by then?
B) why do users need to be bringing this to your attention? Surely as the ISP, you can run a report and see this for yourselves?
C) is this fraud? I pay for a unique single connection account but wait two users are actually sharing it and you're being paid twice?

Did OW think users will never find out? Are you just cr@p at managing users? Perhaps this is why some gold account guys were battling, they were all sharing?


I find this completely unacceptable and I would be embarrassed to be in your position.


I'm PM'ing my username right now. Please save some rep for OW and do 2 things:
1- get back to me with a new unique username
2- provide the OW userbase with an explanation of this issue and how you will be resolving for others users. I found out thanks to a huge favor from a fellow forumite but all OW users can't need to follow the same process as I did.
Click to expand...

Tinuva said:
Ok let me show you what I pay for.
Also note how people would claim that http://users.isdsl.net/ is in-accurate, but here is proof it is not.

So on the 20th of Jan 2014 finished the debit order to get my 10Mbps titan uncapped account. My initials out of interest sake is DB or DHB. Yet the username I was assigned is rb1****@openweb.co.za - strange?

Also out of interest sake, most of you would know, buying an IS based account from Plugg for example, allow 2 concurrent connections, where as Openweb advertises only 1 is allowed, also on the IS network?

Anyways so I had a buddy at big bad network do some investigation for me, and here is what he has found:

Pic 1 on 20th:
openweb-multiple-sell-IS-accounts.png


Pic 2 on 20th:
openweb-multiple-sell-IS-accounts-more.png

Ok so a Renier B**** is also on this account, wait that spells the 1st 2 letters on the username!!

Pic 3 on the 21st:
openweb-multiple-sell-IS-accounts-day-later.png



Now you see why I am so annoyed at this? I knew beforehand what is going on with the IS based accounts and Openweb, but because another friend who ordered the Titan account got a MTN based account, I assumed cool I will not have this problem then, except I was wrong.

I hate account sharing, I know how it will affect us both, sharing speed if you both in the same region or if separate regions IS half the account speed. Not only that, the other guy also affects your star rating with IS, it is highly annoying.
Click to expand...
 
Budza said:
I feel capd's pain- the cloak and dagger PM stuff doesn't provide the rest of the users any answers. They're doing themselves no favours with the rubbish attitude and grammar, but their point is valid.

That's the way OW want it though, and it seems to work, for the most part.

I've given up on the 'expose' approach and now just settle for the quiet, behind the scenes PM resolution of any of my problems. Which, to be fair, works. It's just that there's no transparency for us more technically minded people to learn from and perhaps use to troubleshoot our own problems.
Click to expand...

This has been the most intriguing post of the day. Budza has always been vocal. Explains his absence. Agree with the pm thing. If no one shares their experience how will the rest of us recognize the same symptoms?
 
Hallo

I'm not going to beat around the bush - I only registered here to moan and complain.

I signed up with openweb last year, currently on a 2mb gamers king/downloaders bling package. Initially, it was awesome - especially coming from MWEB.

But lately, say the last 2 months it has been sub par to say the least. I can't remeber when last I've seen more than 80kbs speed, yeah that is after hours. And during the day...man, I can barely fire up google. It sucks pretty hard considering the 190kbs+ I was getting initially. And gaming? Yeah, not so much fun with 700+ ping.

Anyway, I don't like the hassle of emailing support every week so that Leon can give me a new username, just so that I can barely surf the net at a reasonable speed.

So what to do? Can anyone recommend a package or another ISP where a guy can use 100-150gb per month without being shaped or throttled to death?
 
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