OpenWeb ADSL Feedback Thread

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Seacom

Any ETA on the Seacom service restoration? I got use to a flying 6mb line, which is not the case anymore.
 
Hi Looney,

I'm afraid if we cannot replicate the issue, we can conclude that the fault is not on the account / network side.

Behind the scenes we test your account on around 5 different test lines, each in a different geographical location. It is not a matter of us popping in a username and password in a router, running a speedtest and telling you it works fine. We run all sorts of diagnostics, from torrents, to streaming to downloads to browsing.

Your particular account was left on over the last 48 hours, and has perfectly streamed hours of content without a hitch.

The second aspect we look at is volume of support calls containing the same or similar issues. Currently we have 4 open tickets in total, and the exact issue is not replicated.

Our advise still remains, try a different router / and / or log a fault with Telkom.

I'm afraid we do not control the Telkom infrastructure, nor do we have the power to log a fault on your behalf. I do however wish we had this ability, as it would save a lot of time.

With all due respect, until we can replicate the issue, the fault is not on the OpenWeb / ADSL network side in this particular case.

Looney said:
MrBEEP,

With all due respect, I have never had a router issue before, my router has been working perfectly. I also have no exchange congestion issues as I have never had exchange issues before. I have already dealt with telkom, opened faults, port resets, downgrading of line and none of that seemed to have resolved the issue. Needless to say my issue only started since joining openweb. Telkom cannot find anything wrong with my line.

Earlier you told me that my account is running perfectly when you were using it, but now you're saying openweb is running below capacity? So which is it? Surely it cannot be both.

How can you then explain that when switching ISP's my issue's seem to be resolved? How can a router/exchange issue only appear when using openweb and not another ISP? That makes absolutely no sense.

Also, and I say this without trying to sound condescending, but this "router/exchange" issue seems to be your standard response when an account is not performing the way it should and you are unable to replicate the problem.

Please see this thread and you will notice how the issue always seems to be telkom/router or exchange congestion, but never an account issue.

I took a leap of faith signing up for openweb 4mb gold, paying a premium price for a product that should be of premium quality, however, I have yet to see this premium performance that I am paying for.

MrBEEP, I really urge you to look at this from a different perspective, I understand that you are the CEO and it is your duty to defend your company, however, it is also your duty to ensure that your customers are getting what they paid for. I have no beef with you as you seem to be a genuinely helpful CEO, the only CEO in fact that allows himself to come on mybb and take flak from various customers. However, I do believe that you CAN do more and I believe that if you allowed yourself to do more then just blaming telkom/router that you will have a lot more satisfied customers.


Please help me resolve my issue as I know you can and have every faith in you.
Click to expand...
 
Looney said:
MrBEEP,

With all due respect, I have never had a router issue before, my router has been working perfectly. I also have no exchange congestion issues as I have never had exchange issues before. I have already dealt with telkom, opened faults, port resets, downgrading of line and none of that seemed to have resolved the issue. Needless to say my issue only started since joining openweb. Telkom cannot find anything wrong with my line.

Earlier you told me that my account is running perfectly when you were using it, but now you're saying openweb is running below capacity? So which is it? Surely it cannot be both.

How can you then explain that when switching ISP's my issue's seem to be resolved? How can a router/exchange issue only appear when using openweb and not another ISP? That makes absolutely no sense.

Also, and I say this without trying to sound condescending, but this "router/exchange" issue seems to be your standard response when an account is not performing the way it should and you are unable to replicate the problem.

Please see this thread and you will notice how the issue always seems to be telkom/router or exchange congestion, but never an account issue.

I took a leap of faith signing up for openweb 4mb gold, paying a premium price for a product that should be of premium quality, however, I have yet to see this premium performance that I am paying for.

MrBEEP, I really urge you to look at this from a different perspective, I understand that you are the CEO and it is your duty to defend your company, however, it is also your duty to ensure that your customers are getting what they paid for. I have no beef with you as you seem to be a genuinely helpful CEO, the only CEO in fact that allows himself to come on mybb and take flak from various customers. However, I do believe that you CAN do more and I believe that if you allowed yourself to do more then just blaming telkom/router that you will have a lot more satisfied customers.



Please help me resolve my issue as I know you can and have every faith in you.
Click to expand...

Hi there

I have a friend that used wireless internet, and I got him to get adsl, and because I'm with openweb for 3 months, I got my friend to join openweb.......bad idea!!!!!!!!!!!!!

He had a 1 meg line, but line is with telkom. Suddenly from last week the line keep going slower, up to .32kbps :(
So, he upgraded with telkom to 2 meg, and got 2 meg account from openweb.
The line is just **** speed!!!!!!!!!!
After phoning telkom, openweb help line and tickets etc, port resetting by telkom, 4 times, and been told by openweb that on their side everything tests okay.........
He lended my old telkom router, and still the line is ****.......now I ask you, what is the next step!!!!!!!!!?????????
 
International Down?

C:\Users\Miland3r>tracert eu.battle.net

Tracing route to eu.battle.net [80.239.186.40]
over a maximum of 30 hops:

1 2 ms 2 ms 2 ms 192.168.2.1
2 19 ms 18 ms 20 ms 196.210.159.1
3 27 ms 26 ms 27 ms 196.38.73.213
4 28 ms 27 ms 27 ms 196.38.73.9
5 * * * Request timed out.
6 * * * Request timed out.
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 1430 ms * * 168.209.201.86
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 2595 ms * * 168.209.201.86
17 * * * Request timed out.
18 * * * Request timed out.
19 3295 ms * * 168.209.201.86
20 3530 ms * * 168.209.201.86
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.

Openweb 4mb Platinum.
 
Wow didn't know that mr beep is the CEO of openweb, how do you get time to reply to all the forum posts?
 
How long does activation take (debit order) on one of the accounts, say Silver? Do you have to fax anything through?
 
openweb silver international is sloow , most international sites for me down or take forever to open
 
Hey Friends,

There was an international glitch a little earlier, but all seems to be stable.

Seacom is still effectively down, but we are running on an alternate route currently, which is coping well.
 
MrBEEP said:
Kindly email [email protected] so that we can investigate your issue.

There are no network issues currently, and the network is running beautifully.
Click to expand...
hi,

I am came to the conclusion it was specific sites only. One was Wikipedia. SterKinekor.com was also struggling, but perhaps they're not using Openweb ;) But it is much better today.
 
Hey Mr.Beep

My local speeds are maxing our my line but I cant watch international streams such as this

http://www.twitch.tv/beyondthesummit

at 360p

Before the seacom outage I could 720p. Could this be a seacom outage related issue?


Tests:

Local:

Test conducted on 24 March 2013 11:44:44 AM

Download Speed: 2732 kbps (341.5 KB/sec transfer rate)

Upload Speed: 712 kbps (89 KB/sec transfer rate)

Latency: 37 ms

Int:

Test conducted on 24 March 2013 11:45:19 AM

Download Speed: 799 kbps (99.9 KB/sec transfer rate)

Upload Speed: 619 kbps (77.4 KB/sec transfer rate)

Latency: 218 ms
 
Last edited:
agentrfr said:
Hey Mr.Beep

My local speeds are maxing our my line but I cant watch international streams such as this

http://www.twitch.tv/beyondthesummit

at 360p

Before the seacom outage I could 720p. Could this be a seacom outage related issue?
Click to expand...

Tested it on my side and I've got no issues streaming it 720p, got supersport on demand also running in the background, watching the cricket while I'm working :)
 
StoneCold said:
Tested it on my side and I've got no issues streaming it 720p, got supersport on demand also running in the background, watching the cricket while I'm working :)
Click to expand...

Reset my router and put primary DNS to 168.210.2.2 and secondary to 196.14.239.2

Seems to be working now :)
 
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