OpenWeb ADSL Feedback Thread

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Network Alert:

We are experiencing the following service event:

AFFECTED SERVICES: DSL, Access
LOCATION: National, Cape Town
GRADE OF SERVICE IMPACT: Major
SERVICE IMPACT: Intermittent DNS issues
CAUSE OF EVENT: Cause unknown
TIME: Sat Feb 23 2013 9:55
OUR REF: 1-2265586044
CURRENT STATUS: Attending
ATTENDING: IS engineers
 
MrBEEP said:
There were latency issues, as discussed earlier on this thread. There were also issues in the Western Cape area which was only resolved early this morning. We are monitoring, and so far all is running like a dream. It is not a co-incidence, as the fault was announced, and it affected most people in Western Cape.

Individual issues must be submitted to [email protected]
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Yes, but I'm also talking about the amount of people complaining about slow torrents. Unless torrents running at 15kbps is intentional, there are a bit too many people complaining about it for it to be intentional. Torrents are basically useless during the day when they used to urn at +- 40-50% line speed during the day.
 
Hi Kalster,

You indeed came to your conclusions surprisingly quickly.

Our Vanilla Uncapped accounts are not performing poorly. They are infact superior to any similarly priced account in the industry. If you are experiencing an issue, kindly email [email protected] so that it can be investigated.

I have explained on numerous occasions how the promotional accounts work. They are always very limited in numbers. If we allow upgrades and downgrades, it would be pointless even offering them on our website, as they would all be taken within the first few minutes.

You are currently on a very well priced premium account. It is quite surprising that you are giving this up for a cheap uncapped service.

Nevertheless, we await your mail.

KALSTER said:
That is true.

Have a look at my options now though:

1) Stay on 1mbps uncapped at R169 p/m
2) Move to 2mbps Vanilla account at R239 p/m
3) Move to 2mbps Standard account at R297 p/m
4) Move to WebAfrica's 2mbps uncapped account at R239 p/m, also on IS backbone.

Yesterday afternoon I decided to move to the Vanilla 2mbps account and it has not performed well. At 24h00 it was (and still is) getting < 130kBps on an Origin download of Battlefield 3. Doing anything (Youtube, ftp, torrents), even during off peak, results in a dramatic zigzag of the bandwidth jumping between 1200 kbps and 800 kbps, with a spike to 1700kbps every now and then.

Switching over to a 2GB Webafrica capped account (which apparently is under the same prioritisation rules as the IS uncapped accounts) and immediately it goes at over 200kBps with a less dramatic zigzag running between 1500kbps and maybe 1750kbps.

It might be a small sample size, but from this it seems clear to me that OpenWeb's Vanilla uncapped will not perform as well as WebAfrica's uncapped account. So the two accounts I have to consider is the WebAfrica 2mbps account at R239 and the OpenWeb Standard 2mbps account at R297. Without the option of me upgrading to the Standard account at the special price of R209, I am literally forced to move to WebAfrica. Waiting around for better contention ratios is just not worth it and without guarantees. The policy, while there being brilliant deals for new customers, is now causing OpenWeb to lose me as a customer altogether. I would have thought that they'd rather do something to keep someone in my position around than to lose their business altogether.

I will probably have to still pay for March if I leave now, but the performance difference it big enough that I probably won't wait to get the WebAfrica account.

I always said that if WebAfrica produced a good uncapped service that I'd return to them. I moved to them the first time way back when the OpenWeb VPN accounts were performing poorly. Now things seem to have gone full circle, with me trying out MWEB and Axxess along the way as well.
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Hi BrendanMc,

There are DNS issues currently in the Western Cape. This should not affect torrents.

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

BrendanMc said:
Anyone else having issues with torrents this AM? Mine are absolutely crawling. 15kb/s on a 6mb line
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MrBEEP said:
Hi Kalster,

You indeed came to your conclusions surprisingly quickly.

Our Vanilla Uncapped accounts are not performing poorly. They are infact superior to any similarly priced account in the industry. If you are experiencing an issue, kindly email [email protected] so that it can be investigated.

I have explained on numerous occasions how the promotional accounts work. They are always very limited in numbers. If we allow upgrades and downgrades, it would be pointless even offering them on our website, as they would all be taken within the first few minutes.

You are currently on a very well priced premium account. It is quite surprising that you are giving this up for a cheap uncapped service.

Nevertheless, we await your mail.
Click to expand...
|Hi MrBEEP

Agreed that I might be jumping the gun here, so I'll stay for a while so we can see what is going on.

The account I was on was indeed VERY well priced and was performing very well. I have no issues in that department whatsoever. I just decided that I need to up the throughput and that is where I am getting confused about what would be the best option. I just wish I had chosen the 2mbps option back when I first moved over to you guys. Too late now.

I do understand how your promotional accounts work and I also understand that you have a limited number of those accounts. I am more relating the position I am stuck in now, than complaining per se.

As it stands the Origin download is running at 120kBps, but browsing is still pretty fast, which makes me think that FTP at least is not prioritised highly right out of the gate. The WebAfrica account on the other hand let's it download at over 200kBps. But I am willing to have the issue investigated.

I will make a public apology if my impressions turned out to be wrong. I have PM'ed you with a preliminary question that might potentially clear up the issue and reveal me to be an idiot. :)

Thanks

Edit: I was in fact being a massive idiot: http://mybroadband.co.za/vb/showthr...dback-Thread?p=9874364&viewfull=1#post9874364
 
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Hi Kalster

I think there might be a massive misunderstanding here. I have looked on your profile and your 2Mbps Vanilla account has not even been assigned. Please mail me quick: [email protected] We need to see what is going on here

KALSTER said:
|Hi MrBEEP

Agreed that I might be jumping the gun here, so I'll stay for a while so we can see what is going on.

The account I was on was indeed VERY well priced and was performing very well. I have no issues in that department whatsoever. I just decided that I need to up the throughput and that is where I am getting confused about what would be the best option. I just wish I had chosen the 2mbps option back when I first moved over to you guys. Too late now.

I do understand how your promotional accounts work and I also understand that you have a limited number of those accounts. I am more relating the position I am stuck in now, than complaining per se.

As it stands the Origin download is running at 120kBps, but browsing is still pretty fast, which makes me think that FTP at least is not prioritised highly right out of the gate. The WebAfrica account on the other hand let's it download at over 200kBps. But I am willing to have the issue investigated.

I will make a public apology if my impressions turned out to be wrong. I have PM'ed you with a preliminary question that might potentially clear up the issue and reveal me to be an idiot. :)

Thanks
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HAHAHA! So I am an idiot? I'll get back to you asap.

Probable massive apology incoming! :o
 
Oh dear me. I HAVE been a MASSIVE idiot!

Here is what happened. I never received new logon details after I purchased the Vanilla account and assumed that my existing account would just be updated. After I changed my line speed to 2mbps, I did see a jump in downloading speed, but only to just above 1000kbps, which I with my endless capacity for moronity interpreted as the Vanilla account kicking in.

After my last long post I PM'ed MrBEEP and asked him if I was supposed to get new account details, which I obviously did. He then promptly sent me the new details for the Vanilla 2mbps account.

How is it performing? Just as I was hoping it would! The Origin download is now running at over 200mBps constant.

I'd like to sincerely apologise for being a massive knob and bringing OpenWeb into disrepute over nothing. I hope that this will stand as an example to all the other morons scattered amongst those complaining about ISP service and performance.

Thanks MrBEEP for clearing up my confusion and sorting this out. Sorry again.
 
Hi Kalster

I am glad we have cleared up the confusion.

I do hope you will enjoy your new Vanilla Uncapped service

KALSTER said:
Oh dear me. I HAVE been a MASSIVE idiot!

Here is what happened. I never received new logon details after I purchased the Vanilla account and assumed that my existing account would just be updated. After I changed my line speed to 2mbps, I did see a jump in downloading speed, but only to just above 1000kbps, which I with my endless capacity for moronity interpreted as the Vanilla account kicking in.

After my last long post I PM'ed MrBEEP and asked him if I was supposed to get new account details, which I obviously did. He then promptly sent me the new details for the Vanilla 2mbps account.

How is it performing? Just as I was hoping it would! The Origin download is now running at over 200mBps constant.

I'd like to sincerely apologise for being a massive knob and bringing OpenWeb into disrepute over nothing. I hope that this will stand as an example to all the other morons scattered amongst those complaining about ISP service and performance.

Thanks MrBEEP for clearing up my confusion and sorting this out. Sorry again.
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Hey OpenWebbers,

The DNS issue in the Western Cape area has now been resolved:

The Major impact for DSL, Access Clients at Cape Town has been resolved. Service has been restored.

Problematic node has been identified and removed from the cluster.
 
Hi

There is no average, or any guidelines as it is purely based on how busy the network is at any given time.

iAmSilvercat said:
MrBeep, what would you say is acceptable for a daytime speed on HTTP? I know you guys shape according to load but what's the average you expect everyday at around 2pm?
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There are no general issues currently.

Kindly contact Telkom on 10210 and have them recreate your port and further troubleshoot.

Aquadyne said:
Latency & ping has just gone for a ball of ****..
Online gaming impossible.
Click to expand...
 
Have the problems with OpenWeb in Cape Town cropped up again? I'm having problems again...

This is on 1Mb/s uncapped:
2529640391.png
 

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MrBEEP said:
There are no general issues currently.

Kindly contact Telkom on 10210 and have them recreate your port and further troubleshoot.
Click to expand...

Yep, I always do that as a first point of call.

I'm now thinking that the La Lucia exchange is congested severely at times as the pings and latencies spike like a mofo.
EA support came back and said that pings over 300ms will get me kicked from the servers hosted in London.

Their advice / resolution : Get a faster Internet connection speed.

I'm on a 4M uncapped Gamers Delight package... My exchange doesn't support higher speeds..

Telkom says my exchange and line is fine.

I'm getting brassed off.

It's not constant, it's intermittent. It's not my router either.

Would an unshaped package really be the only answer? I can't see that it will resolve this issue that everyone is becoming Teflon about.

Exchange isn't going to be upgraded for some time yet.

I'm well and truly borked on this one. Smile and wave.... Smile and wave.
 
If your issue is with the exchange, changing your account to an unshaped service will not help.

Drop me a PM, and I will assign you a very expensive trial account (uncapped unshaped) Then we can compare results.

Aquadyne said:
Yep, I always do that as a first point of call.

I'm now thinking that the La Lucia exchange is congested severely at times as the pings and latencies spike like a mofo.
EA support came back and said that pings over 300ms will get me kicked from the servers hosted in London.

Their advice / resolution : Get a faster Internet connection speed.

I'm on a 4M uncapped Gamers Delight package... My exchange doesn't support higher speeds..

Telkom says my exchange and line is fine.

I'm getting brassed off.

It's not constant, it's intermittent. It's not my router either.

Would an unshaped package really be the only answer? I can't see that it will resolve this issue that everyone is becoming Teflon about.

Exchange isn't going to be upgraded for some time yet.

I'm well and truly borked on this one. Smile and wave.... Smile and wave.
Click to expand...
 
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