OpenWeb ADSL Feedback Thread

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I have had many ups and downs with my openweb account but the support I recieved from Koema has always been awesome expecialy those late night early morning replys. Maybe Graal is right and not being rude is the key to good support. :D
 
If he was so busy he could have simply forwarded it to the support dept and say please assist or something, but that wasnt the story in my case
 
Hecate said:
I have had many ups and downs with my openweb account but the support I recieved from Koema has always been awesome expecialy those late night early morning replys. Maybe Graal is right and not being rude is the key to good support. :D
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I'm don't entirely agree with the way MrBeep handled it, but I also can't entirely say I blame him. If it's the end of a long day at work the last thing anyone is really in the mood for is rude customers.
 
Hi Graal,

I agree. I did not handle it in the best way possible. I am just human you know :p

The crux of the matter is, why is it necessary to accuse us of making excuses? I apologise for my reply, as it is a bit harsh, but I have a company to run. I provide support to many clients on a personal level, which I really do not have to do. I do it, because I love doing it. You are treated the way you treat others. You cannot expect the world to send you positive vibes if all you are sending are the negative ones.

For my part, I apologise.

Fact is, the fault is not on the OpenWeb account. I thoroughly tested it and it comes out all clear. The logs do not show any degradation. When I inform you of this, you accuse me of making excuses This is not constructive. Our support department is trained to handle all kinds of abuse, thus it is advised to email them. They are our robots, always friendly, and they do a darn good job at it :)




Graal said:
I'm don't entirely agree with the way MrBeep handled it, but I also can't entirely say I blame him. If it's the end of a long day at work the last thing anyone is really in the mood for is rude customers.
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Why couldnt u just move me to a diff account? Like i said the connection was ok most of the time but late nights become unusable last few days
 
The fault is not on the account side.

I have investigated it thoroughly.

I can move you to a different network? Each network uses different routing which could assist

rakabos3 said:
Why couldnt u just move me to a diff account? Like i said the connection was ok most of the time but late nights become unusable last few days
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MrBEEP said:
The fault is not on the account side.

I have investigated it thoroughly.

I can move you to a different network? Each network uses different routing which could assist
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Thats what i asked for in the first place, this whole mess could have been avoided. You say your logs show no degradation? How is that screenshot from speedtest.net then possible?

Please move the account so i can test it tonight
 
The troll is strong with this one...

Keoma is the CEO of the company that responds to emails himself. This adds an element to customer service I've never seen anywhere else. It gives you, the customer, a shortcut to fix problems. It is not the primary route to fix a problem.

If the CEO of the ISP tells you he tested the account himself and cant find any issues, you can be sure it is not the account that is at fault. Im willing to bet that the exchange you are connected to is either overloaded or routing traffic to IS/WA incorrectly, OR that the wifi you are using (if you are using one) is at fault.

Why would you moan about service of your internet to the CEO of your ISP and not cutomer support, and expect not to get a sunny reply. The business is this guy/ girl's baby you are going on about (Keoma, it would be easier to type these reapinses without he/she things if we knew :p)

Between my dad and I, we've pulled 300 gigs a month no issues, always running at full speed after hours. The extra monies paid for the Gold Account are definently worth it. The service is unmatched. Performance is a step above every other account on the market in the same price range.

Just stop being so agressive. I pormise that between Keoma and the support dept., they do actually really want you to be up and running properly. There is no conspirisy here. Get hold of support and they will set you right :)
 
MrBEEP said:
Hi efitol,

We replied to your ticket shortly after posting it.

It is sad to see you leave, and have faith you will be back soon as it is rough out there!
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I don't know hey. Would you go back to a 4 meg product that gave you these daytime browsing speeds?
 
How's anyone else's experience with p2p on SAIX? On mine torrents are acting very funky. It will run >80kb/s for a few minutes, then suddenly go down to <1kb/s and stay there. Restarted my router and PC and it does it every time.

It's like you're fine and then the network 'realises' you're running a torrent, then it shapes it down.
 
You guys know that OpenWeb is just like one person right? So, he does all the support.
 
MrBEEP said:
Hi MattyW

What is the current backbone you are on?

Please email [email protected] if you would like a backbone switch
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Thanks MrBEEP already e-mailed support and got a new account to test was on the DSL-Heaven backbone {IS I assume}.

You guys know that OpenWeb is just like one person right? So, he does all the support.
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I think that maybe used to be the case as I used to get almost all my mails from Koema but nowadays I get e-mails {for support} from quite a few different people.
 
Man, i have been a openweb customer for a few months now, and have experienced nothing but slow speeds, high latency, horrible pings etc.

no amount of tech support seems able to assist in my experience, and i am getting or rather have reached the end of my tether.

i pay for a good service, but i cannot even game due to latency, and forget about downloads.

support has changed my account twice, both times the same issue re-occurs, and telkom has now charged me twice for calling out tech support, because openweb support says its the line.

funny thing is, when telkom does a port refresh, the line is happy for 15 to 30 mins, then its crawl time.

go figure.

i am now working with support on the last attempt at sorting this issue, before i throw in the towel and try some other provider.
 
hardtail said:
Man, i have been a openweb customer for a few months now, and have experienced nothing but slow speeds, high latency, horrible pings etc.

no amount of tech support seems able to assist in my experience, and i am getting or rather have reached the end of my tether.

i pay for a good service, but i cannot even game due to latency, and forget about downloads.

support has changed my account twice, both times the same issue re-occurs, and telkom has now charged me twice for calling out tech support, because openweb support says its the line.

funny thing is, when telkom does a port refresh, the line is happy for 15 to 30 mins, then its crawl time.

go figure.

i am now working with support on the last attempt at sorting this issue, before i throw in the towel and try some other provider.
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Just buy a prepaid Gb {like R30 at most} from someone else {unshaped} if the problem persists then it's probably your line or exchange if not then it's probably your account.
 
If the line is fine for 15 to 30 minutes before degrading again, then it is probably your line at fault. Your line degrades because after a port reset it is full speed, but possibly unstable. Your router then continues to drop the speed at which you sync until it eventually reaches a speed that is stable on your line.
 
So far the new SAIX account is performing top notch. I am extremely happy with the account.
 
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