OpenWeb ADSL Feedback Thread

[MrBEEP]

Enjoy Hooligan!

And thank you for the quick fix - speed is great once again.
I extend a virtual HI-5, as well as a small apology for sounding a bit sarcastic in my previous comment due to frustration.

I am out of here.

 

[MrBEEP]

What's this slow daytime speeds I hear of?
I'm on Gold and I get full daytime speeds - Just downloaded 100mb in 9 minutes.

Oh wait, this is Openweb - where some accounts are more equal than others.

 

[capd]

What's this slow daytime speeds I hear of?
I'm on Gold and I get full daytime speeds - Just downloaded 100mb in 9 minutes.

Oh wait, this is Openweb - where some accounts are more equal than others.

http://mybroadband.co.za/vb/showthread.php/586900-Openweb-Gold-Slow

 

[Anakha56]

Thank you for answering this one. Its always bugged me and now I am a little happier knowing why it happens . Since I alternate between day shift and night shift I will only know what my day time speeds are like next week but the previous week went along fine .

1) What happens to the accounts that they start not authenticating? Why are new account details given? What happened to the old one?

The accounts also become slow and then new ones given as this person asked. Will he get answered?

We have a different approach to troubleshooting at OpenWeb. Many ISPs will simply drag the matter along for weeks and weeks without the client getting any sort of meaningful solution. We do not agree with this method, therefore generally tend to assign a new username that have a different set of backend rules or that would use a different route to the DC or sometimes even a completely different network alltogether. This has produced many positive results, and more than likely the new route suits the client better in the long run.

 

[capd]

Both these questions have been answered in the past.

Forgive me, there are 11000 posts here.

1) What happens to the accounts that they start not authenticating? Why are new account details given? What happened to the old one?

The accounts also become slow and then new ones given as this person asked. Will he get answered?

We have a different approach to troubleshooting at OpenWeb. Many ISPs will simply drag the matter along for weeks and weeks without the client getting any sort of meaningful solution. We do not agree with this method, therefore generally tend to assign a new username that have a different set of backend rules or that would use a different route to the DC or sometimes even a completely different network alltogether. This has produced many positive results, and more than likely the new route suits the client better in the long run.

Thank you, but why do they suddenly stop authenticating? It is the second most reported problem in this thread. I understand your policy of fixing issues compared to other ISP's by giving new accounts, but can you please answer direct why the account stops authenticating? There must be reasons?

2) If usernames are not assigned more than once and there have only been a few cases in the past of a system error, then why is multiple people sharing account details being brought up quite often? What is the explanation?

Both cases that were reported had different reasons. The first issue was related to an error on the backend where two clients ordered a package seconds after each other. The system assigned two different usernames and passwords and sent it to the relevant clients. However, on the backend report for some reason it combined the stats of the two different usernames into one. The other instance we could not see a second connection on the clients account. We have since changed the client to an account that monitors usage stats accurately, and assigned him a very strong password and enabled his ability to change his own password.

Ok, thank you, sounds good. You said the system has been fixed, will future complaints about 'account sharing' still be system related then? I understand errors can pop up here and there.

Edit:

Let me add this one as well:

Then why do so many people see duplicates in the IS user stats if it is just "a few cases"?

OpenWeb runs its own capacity with IS. 'Sharing' accounts on purpose would be a futile excercise as we already pay for the total pipe irrelevant of the amount of users we load onto it.

We do NOT by default log usage stats on uncapped. This is a policy we adopted early as many folks do not want their ISP to know how much and what they are doing on the web. We have discussed this a few times, but it seems like the sentiment has changed over the last while. We are therefore building in a full set of usage monitoring tools in the future and these will be activated by default as the demand for this is up.

In a way we are sharing capacity, but this is on a large scale, as we would buy x amount of Mbps and sell y amount of accounts with the y being a larger number than the x. This is called contention ratio. This is where Gold etc comes into play, as a Gold member you 'share' with less people thus the overall improved experience.

I understand, thank you.

 

[Fox1]

Is everybody still getting double speed throughput on their accounts?

My 1mb account is still performing at 2mb.

 

[MrBEEP]

Thank you, but why do they suddenly stop authenticating? It is the second most reported problem in this thread. I understand your policy of fixing issues compared to other ISP's by giving new accounts, but can you please answer direct why the account stops authenticating? There must be reasons?

Most of these issues pop up around month end. You will notice an influx of these complaints around the 1st week of a month. This is when our month end cross over happens. Each case is unique, and we have not yet picked up a trend here.

Let me give two examples from this month:

Client 1 paid via debit order however the account was not correctly flagged as a debit order, and the system disconnected his account. We quickly corrected the issue, and apologised to the client as it was our fault.

Client 2 logged a fault a week earlier. We change his password and sent it to the client. He misunderstood the email and did not update the password on his router. A week later, when his session disconnected, he could not connect because he was still using the old password. We advised the client to update his password and the fault was resolved.

Around month end, especially with EFT payments we can experience quite a few cross over issues. Eg a client paid, but we did not pick up his payment on the bank statement before month end as it takes his bank 2 days to submit the money to our bank. This is generally avoidable by sending a proof of payment and using the correct reference.

There are many more eventualities, therefore we take each case and investigate it individually.




Ok, thank you, sounds good. You said the system has been fixed, will future complaints about 'account sharing' still be system related then? I understand errors can pop up here and there.

The issues we have found have been fixed. However, we have a very large client base. Human and system errors will forever be in play. We always strive to deliver the best experience while making as few mistakes as possible, but mistakes are made.

We are also busy crossing over to a new backend system currently, which is bound to experience teething problems. We would like to think the new system is perfect, but this is not a reality, as all new systems have teething issues. We will iron out these asap.

Forgive me, there are 11000 posts here.



Thank you, but why do they suddenly stop authenticating? It is the second most reported problem in this thread. I understand your policy of fixing issues compared to other ISP's by giving new accounts, but can you please answer direct why the account stops authenticating? There must be reasons?



Ok, thank you, sounds good. You said the system has been fixed, will future complaints about 'account sharing' still be system related then? I understand errors can pop up here and there.



I understand, thank you.

 

[MrBEEP]

You are lucky!

Do NOT PM me with your details.

Is everybody still getting double speed throughput on their accounts?

My 1mb account is still performing at 2mb.

 

[KALSTER]

Streaming issues other than Youtube continues. MrBeep is assisting. Let's hope it gets resolved. Fingers crossed.

 

[Necuno]

You are lucky!

Do NOT PM me with your details.

/pm details

 

[MrBEEP]

Don't!

;/

Hehe

/pm details

 

[akescpt]

Is everybody still getting double speed throughput on their accounts?

My 1mb account is still performing at 2mb.

Your obviously drunk. Turn around and walk away. obviously DRUNK. Ignore him.

 

[Fox1]

You are lucky!

Do NOT PM me with your details.

Haha! No, but seriously, I'm in a predicament where I sent in my cancellation a month back but the account has being performing flawless 3 months now. I think I should withdraw my cancellation on Monday if the account continues like this for the weekend

 

[MrBEEP]

The problem is, if an account is running faster than what it should, it is probably something that will be corrected.

Or maybe, we are so friendly, we don't. It depends.

Haha! No, but seriously, I'm in a predicament where I sent in my cancellation a month back but the account has being performing flawless 3 months now. I think I should withdraw my cancellation on Monday if the account continues like this for the weekend

 

[MrR]

The problem is, if an account is running faster than what it should, it is probably something that will be corrected.

Or maybe, we are so friendly, we don't. It depends.

It's a trap!

Have no idea what daytime speeds are like, but loving the speeds during the evenings and over the weekends.
Keep up the good work

 

[AthenianOwl]

Please explain to me why my current IP address put me in a wrong location. Right now, I'm experiencing ****ty speeds

Every time when my connection randomly becomes crappy, I trace my IP address (EXTERNAL) and it always points to a wrong location (ie the one that is about ~500km away from my current location).

When my Internet connection is perfect (ie. no slow speeds/no packet losses, etc), my IP address (EXTERNAL - A DIFFERENT ONE, of course) points to the nearest location (less than 100km) from where I live (ie. where my router is located in). Is my OW account being used by someone else???

Anyone who is a network boffin, please tell me what's wrong with my line? TelkomZA is useless now He always tells me that he's going to do a port reset everytime I tell him about my issue in details. 10210 is ****ing useless too.

I tried to get a new IP address by turning my router for 10 minutes. It didn't help because I keep getting assigned to this ****ing useless IP address

 

[Fox1]

The problem is, if an account is running faster than what it should, it is probably something that will be corrected.

Or maybe, we are so friendly, we don't. It depends.

Those nice folks at OpenWeb are always so giving

 

[agentrfr]

Please explain to me why my current IP address put me in a wrong location. Right now, I'm experiencing ****ty speeds

Every time when my connection randomly becomes crappy, I trace my IP address (EXTERNAL) and it always points to a wrong location (ie the one that is about ~500km away from my current location).

When my Internet connection is perfect (ie. no slow speeds/no packet losses, etc), my IP address (EXTERNAL - A DIFFERENT ONE, of course) points to the nearest location (less than 100km) from where I live (ie. where my router is located in). Is my OW account being used by someone else???

Anyone who is a network boffin, please tell me what's wrong with my line? TelkomZA is useless now He always tells me that he's going to do a port reset everytime I tell him about my issue in details. 10210 is ****ing useless too.

I tried to get a new IP address by turning my router for 10 minutes. It didn't help because I keep getting assigned to this ****ing useless IP address

DS, the IP addresses are not static, therefore any tracing system you use will be inaccurate. If memory serves me correctly, you are an 011 462 xxxx like me. Use twitter to DM @telkomZA and ask to be put onto a different card and do a port reset while their at it. My experience is muuuuuch better after I did that.

And no, your account is not being used by someone else. Need proof? Ask to change the password

 

[agentrfr]

Getting full line speed on torrents now :wtf:

EDIT:

I don't intend to abuse this. I was just loading torrents to start later this afternoon. PLOX DONT SHAPE ME BRO.

 

[StoneCold]

Please explain to me why my current IP address put me in a wrong location. Right now, I'm experiencing ****ty speeds

Every time when my connection randomly becomes crappy, I trace my IP address (EXTERNAL) and it always points to a wrong location (ie the one that is about ~500km away from my current location).

When my Internet connection is perfect (ie. no slow speeds/no packet losses, etc), my IP address (EXTERNAL - A DIFFERENT ONE, of course) points to the nearest location (less than 100km) from where I live (ie. where my router is located in). Is my OW account being used by someone else???

Anyone who is a network boffin, please tell me what's wrong with my line? TelkomZA is useless now He always tells me that he's going to do a port reset everytime I tell him about my issue in details. 10210 is ****ing useless too.

I tried to get a new IP address by turning my router for 10 minutes. It didn't help because I keep getting assigned to this ****ing useless IP address

Did you demand a technician to check out your DSLAM via TelkomZA's twitter? If not, keep on complaining and tell them you want someone ASAP to check it out. Otherwise, PM MrBEEP and ask him to check your account's routing and see if they cannot alter it for you.

That's all that I can think of, as you said phoning 10210 isn't going to solve your problems unfortunately. I still believe your DSLAM port is the main culprit here. If a routing change on your account doesn't give you good results, then DSLAM port it is (or at least I think so personally).