OpenWeb ADSL Feedback Thread

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You have threatened us on numerous occasions with a CPA lawyer. You have also suggested that we are not providing you with a service.

The response you received was in response to your threat.

It would appear as if you have missed the point here perhaps?

May I suggest you refrain from threatening and rather allow us to assist you in rectifying the problem.

The line: "MY CPA LAWYER" does not assist in troubleshooting the problem. Facts will allow us to get to the bottom of it quicker.

mika1000 said:
openweb support seem to miss the issue completely.

they care about how much you download in a certain period, but disreguard the fact that you can't browse the internet using a simple browser, opening normal websites, gmail, youtube etc.

and speedtests dont really count? its quite funny that its seen worldwide as the norm just not by openweb.
Click to expand...
 
its you way you speak to people on mybb and your staff that let customers that pay for a service, loose their tempers and react accordingly.

and it had not been a threat but a fact. theres 740 pages of evidence in this treat alone.

there nothing wrong with my equipment as connecting to telkom, cybersmart and mtn business show clearly.

its not only me but quite a number of other people as well with the same problem.

and theres no solution as everybody get told that its their equipment. conguested exchanges. telkom line faults, etc.

MY PROBLEM IS NOT WITH DOWNLOADING BUT EVERYDAY USE OF THE INTERNET BROWSING.
 
Last edited:
Anyone have any issues this evening?

Download Speed: 205 kbps (25.6 KB/sec transfer rate)
Upload Speed: 366 kbps (45.8 KB/sec transfer rate)
Latency: 176 ms
Wednesday, January 08, 2014 7:12:05 PM
 
There are no general issues currently.

Drop us a mail so that we can take a look :)

Hecate said:
Anyone have any issues this evening?

Download Speed: 205 kbps (25.6 KB/sec transfer rate)
Upload Speed: 366 kbps (45.8 KB/sec transfer rate)
Latency: 176 ms
Wednesday, January 08, 2014 7:12:05 PM
Click to expand...
 
Already done, Got a reply from Zelda? saying she has escalated the ticket to the senior support engineers.
 
If your first point of connection is slow then it points to a local problem? Something Open Web should escalate to IS?
 
Given a new account with "alternate routing" yesterday afternoon and that seems to have solved the problem. I'll monitor the account from 9AM to see if the rations return.
 
kat06sa said:
Given a new account with "alternate routing" yesterday afternoon and that seems to have solved the problem. I'll monitor the account from 9AM to see if the rations return.
Click to expand...

I have asked them over and over what "alternate routing" is, nobody will give me an answer..
 
Aaaaand... dead again.
No browsing, no email, nothing. Dead.

Posting this from backup account.

I could not load a single Speedtest, not even the IS one.

This is the traceroute from my OpenWeb account before switching to post this.

C:\WINDOWS\system32>tracert www.openweb.co.za

Tracing route to www.openweb.co.za [41.72.150.7]
over a maximum of 30 hops:

1 10 ms 7 ms 10 ms [192.168.0.1]
2 12 ms 43 ms * cdsl2-ctn-vl2276.ip.isnet.net [196.38.72.125]
3 28 ms * 10 ms 196.35.115.136
4 13 ms 18 ms * 168.209.6.12
5 20 ms 12 ms 40 ms css1-ctn-gi0-2.ip.isnet.net [168.209.6.10]
6 17 ms 28 ms 18 ms 196.36.84.154
7 85 ms 49 ms 42 ms CORE.GP-CN-HET-MEE-1.TO.GP-MR-VOD-MEE-1.DFA.P2P.10G.za.africainx.net [41.84.12.151]
8 48 ms 48 ms 48 ms 41-66-132-242-f2.HET001-CPE-1-to-GP-CN-HET-MEE-1.africainx.net [41.66.132.242]
9 * * 37 ms core-access-switch1.jnb1.host-h.net [197.189.193.1]
10 45 ms 63 ms 73 ms row-access-switch1-row7-8.jnb1.host-h.net [197.189.193.39]
11 64 ms 47 ms 48 ms 41.203.24.42
12 43 ms 45 ms * mail.openweb.co.za [41.72.150.7]
13 40 ms 41 ms 48 ms mail.openweb.co.za [41.72.150.7]

Trace complete.

C:\WINDOWS\system32>

I am emailing [email protected] now.

This is intolerable.
 
Hi Mr Beep

I really do feel the OW support is seriously lacking in the call centre, it's so frustrating at times. You get asked to email your issues in because the ladies at the front desk are not network engineers. How can one email an issue through if the internet is down. I had a major fallout with them a few months back which resulted in severe words being said from my side and the only feedback from Keoma was "Dont abuse my staff verbally please". Fine fair enough but you cannot understand the frustration of working with your support teams.

Mika1000 is 100% spot on as i many times have the same issue, the weird thing is it's definitely not all shaped. World of warcraft for example works 100%, but to actually load the HTML front end to get into the game takes 5 minutes and doesnt even load. I couldnt browse a single HTTP / HTTPS site but i could play wow.

There are issues and i really wish you and the engineers would be willing to engage with me telephonically so i can explain them to you. I run a network myself, a rather large one and i am willing to bend over backwards to assist with the troubleshooting. I had the same issue a week ago where internet just died and the account decided to stop working, couldnt even dial up.

Let me tell you the support from Openweb was awful, absolutely terrible. only the next day did i get this "alternate routing" story which is absolute horse **** from a networks perspective. Alternate routing doesnt affect authentication issues on ADSL so i really feel you guys should come clean with us up front and the engineers be more honest about the issues.

The service is great when it works however when it doesnt we get pushed from pillar to post, promised to be called back and 100% of the time when i ask for an RCA i get "alternate routing" or another account.......come on, let's be transparent and rather try avoid all these issues.

Something to bear in mind is that the HTTP / HTTPS issue is only during the day.....when shaping is occuring :).
 
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