OpenWeb ADSL Feedback Thread

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Hey Friends,

Just a quick heads up: For those interested in purchasing the Gamers Delight, Downloaders Right package, the last 18 are now available. We believe they will be sold out before this evening

http://www.openweb.co.za/special.html
 
Hi syber,

We have sent you a Standard Uncapped trial account :)

sybertiger said:
thank you :)

what kind of acc is it?
and what can i do with the acc?

and that gamers special,what will the download speed be in office hours ?

thank you
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I purchased the gamers delight package today, at this very moment I'm downloading from any site at around 30kbps on a 1 Mb line, is everybody else also getting this speed?

Edit: Going down to around 15kbps on my filefactory premium account. I'm getting better speed from my Afrihost uncapped account can someone with the same line speed please verify their speed?
And please direct downloads, torrents are better around 65 - 75kbps.
 
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Hi chuck606,

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

There are no issues currently. In fact, all clients were unshaped at 18:00 this evening as the network is quiet.

chuck606 said:
I purchased the gamers delight package today, at this very moment I'm downloading from any site at around 30kbps on a 1 Mb line, is everybody else also getting this speed?

Edit: Going down to around 15kbps on my filefactory premium account. I'm getting better speed from my Afrihost uncapped account can someone with the same line speed please verify their speed?
And please direct downloads, torrents are better around 65 - 75kbps.
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Who is Athol Wesselink and why does he keep taking my tickets regarding connection issues then seemingly doing absolutely nothing with them?

He asks for information, I provide it, then nothing happens.
 
I see Openweb is offering a free wifi account with the Gold Uncapped special. Is the wifi account available to existing Gold Uncapped clients?
 
So, again, who is 'Athol Wesselink' and why does he take tickets that he then does nothing with? He's marked my support tickets as 'Private' and it seems one of my tickets that he had that he let stagnate was even deleted.
Additionally, why does he email me outside of a ticket to ask for the username affected as opposed to addressing that in an existing ticket, then do nothing after he's provided with the information he asked for?

I've seen in various threads now where there are claims of support from Openweb being practically non-existent when it's known that the client would be moving away to another ISP - this is essentially proving this to be true.

We were with Openweb for over five years. It's incredibly disappointing to see that this is how clients are treated when their services are coming to an end.
 
Hello,


Athol is part of OpenWeb.

I have personally tested your account and it is running as it should.

Your ADSL line is losing sync almost 7 times per hour causing your issue.

I believe we have informed you of this in the past, but unfortunately you did not believe us at the time. Kindly contact Telkom on 10210 to further troubleshoot, as I can confirm the fault is not on the account side.

I have tested the account on the following test lines: Cape Town, Johannesburg, Bloemfontein and Durban.



nanonyous said:
So, again, who is 'Athol Wesselink' and why does he take tickets that he then does nothing with? He's marked my support tickets as 'Private' and it seems one of my tickets that he had that he let stagnate was even deleted.
Additionally, why does he email me outside of a ticket to ask for the username affected as opposed to addressing that in an existing ticket, then do nothing after he's provided with the information he asked for?

I've seen in various threads now where there are claims of support from Openweb being practically non-existent when it's known that the client would be moving away to another ISP - this is essentially proving this to be true.

We were with Openweb for over five years. It's incredibly disappointing to see that this is how clients are treated when their services are coming to an end.
Click to expand...
 
I've never been informed of this before that I know of, as this specific issue has not occurred since we moved here that I know of either.

Additionally, it would appear that one of my tickets with Athol has been removed, where I had provided feedback on the 'troubleshooting account' Calvin Lomas provided me with and had asked me to get back to him on on that Monday. Athol took ownership of the ticket I created on that Monday to provide feedback with and set its department to 'private', as he's done with the other two tickets I've since made. In all three tickets he has not gotten back to me on anything - he has asked me for information, I have provided it, then nothing.
 
I see he is still busy with the tickets, performing advanced diagnostics. Your matter is now on a Senior level, and will take time to troubleshoot. It is a game of ping pong, as you believe the fault is not on your side, and we know the fault is not on our side.

We need to ensure, 100%, without a doubt the fault is not on our side before we can close the matter. This however takes time.

All Athol's tickets will be marked as private by default, as is the case with all senior staff.

nanonyous said:
I've never been informed of this before that I know of, as this specific issue has not occurred since we moved here that I know of either.

Additionally, it would appear that one of my tickets with Athol has been removed, where I had provided feedback on the 'troubleshooting account' Calvin Lomas provided me with and had asked me to get back to him on on that Monday. Athol took ownership of the ticket I created on that Monday to provide feedback with and set its department to 'private', as he's done with the other two tickets I've since made. In all three tickets he has not gotten back to me on anything - he has asked me for information, I have provided it, then nothing.
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I did not ever claim to not believe anything that I have not been told...

I have been asked to provide tracerts and I have explicitly indicated that in the tracerts, what isn't visible is the first telkom hop that doesn't respond to pings, so I cannot be sure whether issues are originating there or not. As far as I am aware I am not losing my PPPoE session every time a spike in latency and packet loss occurs, as I would expect would happen if I lose DSL sync, given that my modem would have to retrain for a connection.

I have never in any of my support tickets been given the word 'sync', nor used it myself. I have a full log of all mails with Openweb since we began services with you guys, and that was how I contacted you guys for support prior to utilizing your new support portal, which I would wager is why you have an idea as to why I am by now, since there have been many queries filed from my gmail address by the same name over the years.

I preferred it when you or Calvin handled these tickets since you guys at least indicated what was going on.
 
Would you like me to hand the ticket back to First Tier support? This is not advised, as they cannot perform the advanced diagnostics your problem requires. I have requested Athol to provide you with feedback today.

nanonyous said:
I did not ever claim to not believe anything that I have not been told...

I have been asked to provide tracerts and I have explicitly indicated that in the tracerts, what isn't visible is the first telkom hop that doesn't respond to pings, so I cannot be sure whether issues are originating there or not. As far as I am aware I am not losing my PPPoE session every time a spike in latency and packet loss occurs, as I would expect would happen if I lose DSL sync, given that my modem would have to retrain for a connection.

I have never in any of my support tickets been given the word 'sync', nor used it myself. I have a full log of all mails with Openweb since we began services with you guys, and that was how I contacted you guys for support prior to utilizing your new support portal, which I would wager is why you have an idea as to why I am by now, since there have been many queries filed from my gmail address by the same name over the years.

I preferred it when you or Calvin handled these tickets since you guys at least indicated what was going on.
Click to expand...
 
Well, at this point I'm essentially counting the days till we change over to a different ISP. I'd previously used the 1gb free account you guys provided for testing at home to determine when there was an issue with the account versus an issue elsewhere, but I accidentally capped that in the process of testing recently as I hadn't noticed it was still connected when I determined both were encountering the same issues, which capped it up within less than an hour from a download I had running.

Our speeds, aside from the frequent spikes in latency and packet loss, are fine - better than they've been for months during the day since my recent tickets regarding slow speeds, actually - so right now I'm actually curious to let it just sit as-is till the end of the month and see if the issue resolves itself and/or is non-existent when changing over to a completely different ISP. That would certainly be better than potentially having to pay Telkom a call-out fee for an issue that might not be on their end either.
 
Hi there I switched from afrihost to openweb games delight package but I seem to be getting line disconnects sometimes could it be because of openweb or Afrihost who I have my line with?
 
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