OpenWeb ADSL Feedback Thread

[MrBEEP]

Hi Wookie,

Kindly email [email protected] so that they can investigate.

There are no general issues that would cause a website to take 8 minutes and 30 seconds to open.

I have just loaded up a Gamers King 1Mbps account and my findings are:

1. Gaming is running beautifully
2. www.sharenet.co.za loaded in 8 seconds.

BEWARE - These accounts are so shaped during the day, that it is impossible to open a webpage or download e-mail.
Time to open www.sharenet.co.za, 8min30sec (no downloads running). World of warcraft is stuck on the loading screen. Their claim of unshaped gaming 24hrs is a lie. Hate to say this, but even a throttled MWEB account is faster during the day. This appears to be an after hours account ONLY. Stone DEAD during the day.

Calling their call center is an exercise in futility. One-one will speak to you. Everyone is always busy. Can't open a ticket because (surprise) their webpage times out before loading in the browser, so I have to use my AFRIHOST account to make this post. Be careful with this account if you need to browse during the day, or you will end up crying - like I am.

 

[MrBEEP]

A quick reminder on how our shaping works during peak:

We are always working on ways to improve browsing during peak.

Downloads fall under its own category. Even HTTP downloads fall under this category, and will be shaped accordingly.

Browsing has its own category, which is never touched.

However, if the Download category is activated during peak shaping times (eg. A download is started) browsing automatically falls part of the download category on your account until the downloads have stopped.

So i'm able to browse but streaming is a disaster & torrents at the moment are running at 7 kB/s. Understand shaping is in effect but that drastic on a 2mb line?

 

[MrBEEP]

Hi Hellbilly,

We have not yet made any concrete uncapped decisions.

However, if you are on a Capped product, your speed will match that of the line speed.

My thread seems to be have been moved , anyway with telkoms line speed adjustments in november is there going to be any changes to your prices after that ?

 

[remybfg10k]

BEWARE - These accounts are so shaped during the day, that it is impossible to open a webpage or download e-mail.
Time to open www.sharenet.co.za, 8min30sec (no downloads running). World of warcraft is stuck on the loading screen. Their claim of unshaped gaming 24hrs is a lie. Hate to say this, but even a throttled MWEB account is faster during the day. This appears to be an after hours account ONLY. Stone DEAD during the day.

Calling their call center is an exercise in futility. One-one will speak to you. Everyone is always busy. Can't open a ticket because (surprise) their webpage times out before loading in the browser, so I have to use my AFRIHOST account to make this post. Be careful with this account if you need to browse during the day, or you will end up crying - like I am.

I am on a GOLD Uncapped 2MB and i cannot even do that.................. so mine also is an after hours account

 

[MrBEEP]

If you cannot browse, there is a problem.

Please PM me so that I can take a look.

I believe I invited you earlier to contact us?

I am on a GOLD Uncapped 2MB and i cannot even do that.................. so mine also is an after hours account

 

[Wookie]

Ok, Maybe you are right. At exactly 5:00pm the account is fine. It could be an issue of contention ratio's related to my location. They have been trying to fix it for 2 days, but no success.

 

[07_10]

Is this KB/s or kb/s ?

I await your PM

Before the guys at Openweb reset my port, and gave me another account, and whatever else they did, I had an account that downloaded at around 70-100kb/s and torrents downloaded at around 50-80kb/s.

Once they gave me the new account it ran beautifully for just under a week. Today, and this entire week, its gotten worse than my old.

How can normal shaping be 10-20kb/s and torrents 0kb/s?! I'm sure that other people on the same account as me are getting much better speeds.

I don't know what further testing of my account would do, as its been done and I was told everything is "normal". I'd want my download speeds to be checked against other users with the same account.

Its only fair if everybody paying for the same account at the same price get the same service! My previous Gamers King account and my current Gamers King are totally different!

Did you just provide me with some random account, or is it genuinely a Gamers King account?! :/

Edit: This is during peak times. Off-peak I get 100-120kb/s download and 90-110kb/s on torrents

I think it is the capital B. The one which most browsers and torrent applications use to indicate download speeds. Bytes per second.

I have messaged you a few days ago and this was your reply to me:

I am currently connected to your account and browsing works fine.

Are you downloading?

If so, may I suggest you close these during peak times, as this will severly affect your browsing during shaping times

I do believe it is my account, because as I stated, I had 2 accounts (3 including a trial). The trial account was the best, I thought I was getting one similar to that. Once I received my paid account, I was dissatisfied, and was given a new account by Charmaine Joubert.

All three accounts differed so vastly that I am not sure if I am getting the same type of account each time.

 

[Wookie]

Hi Wookie,

Kindly email [email protected] so that they can investigate.

There are no general issues that would cause a website to take 8 minutes and 30 seconds to open.

I have just loaded up a Gamers King 1Mbps account and my findings are:

1. Gaming is running beautifully
2. www.sharenet.co.za loaded in 8 seconds.

I have opened 2 support tickets. They have been investigating for 2 days. Still no solution.

 

[MrBEEP]

I see both Leon, Charmaine and Dane are working on your query, and have replied on numerous occasions.

I have opened 2 support tickets. They have been investigating for 2 days. Still no solution.

 

[MrBEEP]

When we assign a different account we use the same profile and service level, but would change the routing or connecting network.

10 to 20KB/s on a torrent during peak time, when a 1Mbps IPC connection to Telkom can cost up to R12 000 per month excluding vat, is a good value.

ADSL is a shared network.

If we release the flood gates during peak, no-one will be able to do anything.

It is very difficult to justify shaping to folks. But I will continue repeating this bit:

Telkom IPC must come down by 50%. If it does not, shaping will remain a reality.

We try and make up for daytime shaping by unshaping folks as much as we can off peak and on weekends.

PM me again with your username, and I will move you to another routing profile. Perhaps it will suit you better.

I think it is the capital B. The one which most browsers and torrent applications use to indicate download speeds. Bytes per second.

I have messaged you a few days ago and this was your reply to me:



I do believe it is my account, because as I stated, I had 2 accounts (3 including a trial). The trial account was the best, I thought I was getting one similar to that. Once I received my paid account, I was dissatisfied, and was given a new account by Charmaine Joubert.

All three accounts differed so vastly that I am not sure if I am getting the same type of account each time.

 

[MrBEEP]

Have a read through this article:

http://mybroadband.co.za/news/adsl/88015-where-your-adsl-money-really-goes-2.html

 

[Wookie]

I see both Leon, Charmaine and Dane are working on your query, and have replied on numerous occasions.

I did not say there was no reply. I said there is no solution yet after 2 days. I still maintain that calling the call center is a waste of time.

 

[MrBEEP]

I have just called the call centre as an anonymous customer, and my fault was resolved within 20 minutes.

I will have 12 random people call the call centre over the next week. If it is indeed a 'waste of time', I will be sure to find out where the issue is.

I did not say there was no reply. I said there is no solution yet after 2 days. I still maintain that calling the call center is a waste of time.

 

[Wookie]

I have just called the call centre as an anonymous customer, and my fault was resolved within 20 minutes.

I will have 12 random people call the call centre over the next week. If it is indeed a 'waste of time', I will be sure to find out where the issue is.

You must has been lucky.

Called the call center 4:00pm on Tuesday, put on hold for 20min. Eventually, the lady said not one was available and someone would call me back. No-one called me back. Phoned the call center at about 12:30pm on Wednesday. The lady said everyone was busy. Someone would call me back. Had a call at about 3:00pm. They are working with the problem. Phoned again today at 12:30pm, no-one available to take my call. Whats the point of a call center when everyone is too busy to take your call.

 

[MrBEEP]

Kindly PM me the number you called from so that I can take a listen to the recording and take a look at the hold times.

Based on the call report from yesterday, the maximum hold time was 3 min 52 seconds.

You must has been lucky.

Called the call center 4:00pm on Tuesday, put on hold for 20min. Eventually, the lady said not one was available and someone would call me back. No-one called me back. Phoned the call center at about 12:30pm on Wednesday. The lady said everyone was busy. Someone would call me back. Had a call at about 3:00pm. They are working with the problem. Phoned again today at 12:30pm, no-one available to take my call. Whats the point of a call center when everyone is too busy to take your call.

 

[Phinix]

Hi MrBEEP,

Just thought I'd let you know that ever since I was moved over from the MTN Business backbone back to IS my speeds have been wonderfully full speed all hours of the day.

What ever you changed, don't touch it!

On a side note, any update on the implementation of being able to see what loyalty rewards you get?

 

[remybfg10k]

If you cannot browse, there is a problem.

Please PM me so that I can take a look.

I believe I invited you earlier to contact us?

I cannot remote into my PC to even begin to give you details of what the latest username is, so as soon as I get home I will send the email/PM

 

[20LEgend]

Have a read through this article:

http://mybroadband.co.za/news/adsl/88015-where-your-adsl-money-really-goes-2.html

I understand how shaping works and why it must be implemented. What upsets me is that on a Gamers King 2mbs, I don't bother playing during the day, I tried it a few times, got lagged all over the place so I never bothered again. I'm hardly home during the days so the account works fairly well for me after hours, so I let that one slide as after hours I'm happy with the service. I do hope you can assist in answering the following questions Mr Beep:

Why does shaping have to be so excessive?

Why can't Openweb separate the shaping on different accounts and give priority to certain packages, for eg Gamers King during the day? (and live up to its claim that gaming is prioritized 24/7)

Why does Openweb advertise Gamers King as "Gaming is prioritized 24/7" when it clearly isn't? Is that not false advertising?

Openweb's excessive shaping during the day is akin to delivering the service as a "best effort", is it fair to advertise it the way you guys currently do?

Do the floodgates have to open at 5-6 PM? Your response of 60% of the month is unshaped does not sit well with me because majority of working class society have day-time jobs and at some point will have to sleep on a weeknight. Yes some people may queue up huge downloads before they go to bed, but they are a minority. So of that 60%, most people are asleep during 30% of that time. So can't Openwebs resources accommodate lifting the shaping earlier so that clients can get what they are paying for?
The service being unshaped while I'm dreaming is of no use to me.

It's easy to always blame the next person ie Telkom and most people hate Telkom, but some blame has to fall on the ISP. If a friend had to ask me about Openwebs service, I would tell them the truth, don't bother during the day but at night the network is really fast. Why can't Openweb improve their service to attract more customers, make more money and improve their network (and hopefully entice Telkom to drop their prices)?

Lastly, I am content with Openwebs service, content, not happy.

I look forward to your response Mr Beep.

 

[07_10]

Do the floodgates have to open at 5-6 PM? Your response of 60% of the month is unshaped does not sit well with me because majority of working class society have day-time jobs and at some point will have to sleep on a weeknight. Yes some people may queue up huge downloads before they go to bed, but they are a minority. So of that 60%, most people are asleep during 30% of that time. So can't Openwebs resources accommodate lifting the shaping earlier so that clients can get what they are paying for?
The service being unshaped while I'm dreaming is of no use to me.

I totally agree.

I am in bed at around 11. So essentially what this means is that I have only 4 hours each day to download (~1.5GB). That is pathetic!

At this rate capped ADSL (Obviously not Openweb's capped products) seems far more feasible and much cheaper!

 

[Zodiak]

Video streaming buggered for a second day now.... Not even loading, getting really tired of this!