OpenWeb ADSL Feedback Thread

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I'm getting a quarter of my 2MB line speed on torrents atm. Been like this for weeks now.. It will return to full line speed only after 11pm or sometimes later...
 
TLDR Version but can post all the evidence should there be a requirement from any party.

I had to reboot my modem on Friday and my Openweb account did not authenticate after that. I was on my way out so it didn't really matter. Only got home last night to find that the account STILL did not authenticate. I logged a call with Openweb and a consultant got back to me this morning advising that it's some Telkom issue. She reset something (which worked last time) but no joy.

I loaded accounts from both EOH and Afrihost which authenticated in <10 seconds. I sent them all the logs, the error messages, the authentication attempt times, literally all the troubleshooting steps I could think of. The lady was convinced that the problem is with my modem. Ok fine? I know it's not but I'll bow. I booked out a brand new modem from our stock at work, brought it home and the problem persisted.

I advised that I now had to spend money on another account to PROVE that the problem was not related to my modem, my line, or the Telkom infrastructure in my area and that I will give them another 24 hours before considering cancelation to which I got a reply with cancelation details.

Seriously!? Is this how they treat their customers? It's no use they sell these awesome packages if they never authenticate?

I'm sorry Openweb but goodbye. Will be moving back to Afrihost ASAP, doesn't help if your support staff are the friendliest people in the world but they don't know what they're doing.

EDIT: I would like to add that I did not want to cancel with Openweb. The support was great (not too knowledgable by the looks of it but very very friendly), my speeds were good and consistent and my gaming traffic was being prioritized which made it all the more worth while. I mean, I had to waste my own time and money to try and help the troubleshooting effort, and I was greeted with 'there's the door'. Little to no people will actually give their ISP 48 hours to fix something if it's a 5 minute process to cancel and sign up with another. This was really, and I apologize if this comes across as harsh, f-ing pathetic.

Regards,
 
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Again :( Web browsing is excruciatingly slow now. It's like the connection dies all of a sudden but it lasts about a minute or 2. It happens often at night. The router's fine as indicated by its own lit green LEDs.

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Windows\system32>ping www.mybroadband.co.za

Pinging www.mybroadband.co.za [41.203.21.137] with 32 bytes of data:
Reply from 41.203.21.137: bytes=32 time=60ms TTL=49
Reply from 41.203.21.137: bytes=32 time=59ms TTL=49
Reply from 41.203.21.137: bytes=32 time=59ms TTL=49
Reply from 41.203.21.137: bytes=32 time=59ms TTL=49

Ping statistics for 41.203.21.137:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 59ms, Maximum = 60ms, Average = 59ms

C:\Windows\system32>
Click to expand...

Another one: Reddit.com

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Windows\system32>ping www.mybroadband.co.za

Pinging www.mybroadband.co.za [41.203.21.137] with 32 bytes of data:
Reply from 41.203.21.137: bytes=32 time=60ms TTL=49
Reply from 41.203.21.137: bytes=32 time=59ms TTL=49
Reply from 41.203.21.137: bytes=32 time=59ms TTL=49
Reply from 41.203.21.137: bytes=32 time=59ms TTL=49

Ping statistics for 41.203.21.137:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 59ms, Maximum = 60ms, Average = 59ms

C:\Windows\system32>tracert www.reddit.com

Tracing route to a659.b.akamai.net [197.84.130.9]
over a maximum of 30 hops:

1 8 ms 6 ms 2 ms home.gateway [192.168.1.254]
2 16 ms 14 ms 14 ms 196-210-155-129.dynamic.isadsl.co.za [196.210.15
5.129]
3 30 ms 29 ms 29 ms cdsl1-ctn-vl2376.ip.isnet.net [196.38.72.205]
4 29 ms 39 ms 30 ms 196.35.115.128
5 39 ms 31 ms 31 ms 168.209.6.13
6 39 ms 32 ms 33 ms 168.209.2.131
7 39 ms 39 ms 30 ms mweb-2.cinx.net.za [196.223.22.25]
8 39 ms 39 ms 39 ms 197-84-4-224.cpt.mweb.co.za [197.84.4.224]
9 33 ms 36 ms 38 ms 197-84-4-32.cpt.mweb.co.za [197.84.4.32]
10 34 ms 44 ms 36 ms tengige0-2-0-0.cpt-pe-12.mweb.co.za [197.84.4.13
9]
11 39 ms 39 ms 32 ms 197-84-130-9.cpt.mweb.co.za [197.84.130.9]

Trace complete.

C:\Windows\system32>
Click to expand...

Yet it takes so long for any reddit page to be fully loaded.

Man, I don't really understand this. Is my Billion W40 router dying?
 
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Just signed up for the Gamers King 2mb account after a very successful time with the 48hrs trial account. PS3 network games performed very well, as well as the YouTube streaming PS3 app. I'm never home home during the day so this account is perfect for me.

Now Telkom just needs to sort out my sudden syncing problems!!!

Looking forward to happy DSL days ahead!
 
MrBEEP said:
Downloads during daytime will get the lowest priority. We always advise clients to save their downloads for after hours and on weekends unless they have purchased an unshaped account.
Click to expand...

I said DAY. ie 24 hours. I'm pulling less than before. Nothing has changed on my side. So must be more shaping. But it's fine. Lets move on.
 
dEaThXc0rE said:
TLDR Version but can post all the evidence should there be a requirement from any party.

I had to reboot my modem on Friday and my Openweb account did not authenticate after that. I was on my way out so it didn't really matter. Only got home last night to find that the account STILL did not authenticate. I logged a call with Openweb and a consultant got back to me this morning advising that it's some Telkom issue. She reset something (which worked last time) but no joy.

I loaded accounts from both EOH and Afrihost which authenticated in <10 seconds. I sent them all the logs, the error messages, the authentication attempt times, literally all the troubleshooting steps I could think of. The lady was convinced that the problem is with my modem. Ok fine? I know it's not but I'll bow. I booked out a brand new modem from our stock at work, brought it home and the problem persisted.

I advised that I now had to spend money on another account to PROVE that the problem was not related to my modem, my line, or the Telkom infrastructure in my area and that I will give them another 24 hours before considering cancelation to which I got a reply with cancelation details.

Seriously!? Is this how they treat their customers? It's no use they sell these awesome packages if they never authenticate?

I'm sorry Openweb but goodbye. Will be moving back to Afrihost ASAP, doesn't help if your support staff are the friendliest people in the world but they don't know what they're doing.

EDIT: I would like to add that I did not want to cancel with Openweb. The support was great (not too knowledgable by the looks of it but very very friendly), my speeds were good and consistent and my gaming traffic was being prioritized which made it all the more worth while. I mean, I had to waste my own time and money to try and help the troubleshooting effort, and I was greeted with 'there's the door'. Little to no people will actually give their ISP 48 hours to fix something if it's a 5 minute process to cancel and sign up with another. This was really, and I apologize if this comes across as harsh, f-ing pathetic.

Regards,
Click to expand...

Ouch. Sometimes my Openweb account randomly refuses to authenticate. It happened 2 or 3 times last week. Weird.
 
I use a Juniper firewall and that's connected to a modem on bridge mode and this doesn't fail, ever. I've been using this setup for months, and so has everyone at my company and all our clients. The router will also try to re-authenticate the same second the initial authentication attempt fails. This router has tried to authenticate literally (and I mean literally) thousands of times over the last 24 hours with no joy.
 
I've had the auth issue before. What I did to fix it was leave the router off for more than 5 minutes, nothing less. Plug it back in and it works.

I think its some sort of security protocol on the ADSL auth side to prevent brute force attempts at finding the password.
 
Hi Lostears

Our line rental option is not quite ready yet (soon!)

In the meantime, we would suggest you request your current ISP to push your line rental back to Telkom. This way you will be able to deal directly with the devil if something goes wrong.

You may then purchase any of our accounts :)

Currently we are offering FREE uncapped until the end of July 2013: http://www.openweb.co.za/standard_love_special.html

Lostears said:
ANyone from OpenWeb, or with OpenWeb currently, know what the price is to bundle your line with one of their accounts? My line is currently with afrihost, but im getting ridiculous shaping on it. I was considering moving to this account: https://mastercp.openweb.co.za/step_1.asp?Code=2MegaUncapped. I mainly do gaming and streaming on it. Any other recommendations ?
Click to expand...
 
MrBeep

My openweb account has been an absolute pleasure the last couple of weeks.
thx
 
I think it's the Steam Summer Sale that's causing the congestion at exchanges countrywide.
 
Time for an update. A max download setting had been set on uTorrent (which explains why streaming and everything else was working like a dream).

Thank you for the assistance Mr Beep (through PM's). Turns out to be an eye dee ten T error.

Bighit said:
Thanks for doing the test. Well up until Saturday, I always used to get between 90 and 100 and on Saturday, it even went to 103 at one stage and this is for the popular torrents. Youtube and normal streaming works like a dream though.
Click to expand...
 
My 10mb gamers account is having high latency again :/ 800 - 900ms. I am on the 3rd(maybe 4th) username now, and after several port resets. The gold account had no issues like this :( Support is aware of my issue.

I do not have congestion, 2nd hop on tracert was about 9ms last night and for the previous months. Tonight, it is 95ms+

Congestion cannot happen overnight, can it?
 
It can happen in a matter of minutes

Please read this article: http://mybroadband.co.za/news/adsl/82251-how-to-test-for-adsl-exchange-congestion.html



blaaislaai said:
My 10mb gamers account is having high latency again :/ 800 - 900ms. I am on the 3rd(maybe 4th) username now, and after several port resets. The gold account had no issues like this :( Support is aware of my issue.

I do not have congestion, 2nd hop on tracert was about 9ms last night and for the previous months. Tonight, it is 95ms+

Congestion cannot happen overnight, can it?
Click to expand...
 
When I had Axxess as my ISP, in the CP I'd get a notification each time I was being throttled. Is there a way I can check this on Openweb? I have a 2MB Gold account and I'm being throttled like mad, I think
 
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