OpenWeb ADSL Feedback Thread

[Zewp]

Well, MrBeep, you know I love my Openweb account, but to be fair, whenever we start up an NNTP or torrent download and it runs at 7kb/s, we cannot be sure if it is an issue or if it is shaping causing the slow speed. If we come to the forums to ask, the question generally goes unanswered.

I don't think any of us expect unshaped performance on a shaped service, but a little more transparency on the shaping policies would go quite a long way towards alleviating our concerns when we experience low speeds on certain protocols.

 

[KALSTER]

I can confirm that my Torrents are still running at pretty much full speed this morning on 2Mbps Vanilla uncapped. I am in Welkom. So this is either a regional issue, a NNTP specific issue or a combination of both. I don't use news servers personally, so can't compare.

Going from memory alone, news server downloads are historically particularly finicky from pretty much every ISP.

 

[MrBEEP]

Hi Zewp

I am currently connected to your ADSL account.

It is running at 124KB/s on an NNTP download. This is beyond the scope of your account. I also had the account tested in Cape Town, as perhaps it is a Cape Town issue. Again, it is running at full speed.

I then proceeded to try it on a 10Mbps line.172KB/s is what it is averaging on currently on the IS News Server.

In order for us to further assist, we would have to replicate the problem. Kindly provide us with as much troubleshooting information as possible. Also please forward us the actual file you are trying to download that is giving you this speed.

Until we can replicate the issue, it cannot be resolved, as it appears there are around 4 people out of our entire client base with this issue, you and gjfourie being two of them.

If we can establish that this is a large scale problem, it can easily be resolved.

Well, MrBeep, you know I love my Openweb account, but to be fair, whenever we start up an NNTP or torrent download and it runs at 7kb/s, we cannot be sure if it is an issue or if it is shaping causing the slow speed. If we come to the forums to ask, the question generally goes unanswered.

I don't think any of us expect unshaped performance on a shaped service, but a little more transparency on the shaping policies would go quite a long way towards alleviating our concerns when we experience low speeds on certain protocols.

 

[MrBEEP]

The majority of your 33 post count is to complain about OpenWeb.

Why ?

If you are experiencing a problem, it would be appreciated if you could email [email protected]. Please include as many details as you possibly can, including the file you are trying to download that is giving you slow speeds. We need to replicate the issue in order to resolve the issue.

Please refer to my reply to Zewp.

It is not about being loved or unloved. It is impossible for us to troubleshoot an issue based on a post on a public forum. We have nothing but hearsay to go by, which will not resolve your issue.

Please oblige and forward us the necessary details. Our engineers are standing by to assist with this.

Please?

I am not making it my mission to complain. I am just trying to figure out what the parameters are that the accounts should work in. Yesterday there was a problem as confirmed by you in western cape and also confirmed by other users. You have not supplied us with any feedback so it makes it a bit difficult to know if what I am getting is real or not. I understand shaping is needed and have no problem with it. But yesterday I, and others got low nntp speeds and you confirmed that there is a problem and that you reported it. Today it is the same. So what is it?

Last night I actually recommended Openweb to a user. If I am unhappy with Openweb, do you really think I would recommend Openweb.

I actually find your reply in bad taste. This is an open forum to supply feedback and get information from other users. I am sorry that the information I seek is not to your liking.

I pay for a service, if I want info then I will ask. If I get conflicting info then I will say so. If it sounds like I am complaining then so be it.

Feeling so loved as a client right now.

 

[gjfourie]

yesterday you posted the following:

Hey Friends

There does seem to be an issue in Western Cape. We have notified network engineers.

Things should start looking better when the network quietens down between 17:00 and 18:30.

All I want to know is if the issue was confirmed or not. If not then it is shaping. What Zewp alluded to is that if you could just clarify then we will know.

Please stop making this personal. I do not give a rats ass what you think of me. Just answer my question please.

 

[Zewp]

Oh, no, I'm not reporting an issue with NNTP. I don't even use NNTP and all my other protocols are performing fine this morning. I am merely giving some general feedback based on experiences in the past. Sometimes we'll encounter slow speeds and not know whether it is due to shaping or an issue with our line/area, and it would just be nice if in such cases we could get a clear answer on whether it is within shaping parameters or not.

Hi Zewp

I am currently connected to your ADSL account.

It is running at 124KB/s on an NNTP download. This is beyond the scope of your account. I also had the account tested in Cape Town, as perhaps it is a Cape Town issue. Again, it is running at full speed.

I then proceeded to try it on a 10Mbps line.172KB/s is what it is averaging on currently on the IS News Server.

In order for us to further assist, we would have to replicate the problem. Kindly provide us with as much troubleshooting information as possible. Also please forward us the actual file you are trying to download that is giving you this speed.

Until we can replicate the issue, it cannot be resolved, as it appears there are around 4 people out of our entire client base with this issue, you and gjfourie being two of them.

If we can establish that this is a large scale problem, it can easily be resolved.

 

[Seeyou]

Another point of interest which may or may not be relevant is that Webafrica's switch to IS happened on the 25th, right about the time daytime speeds went to hell. Could be a national thing, could be the Cape Town IPC is overloaded again because of it. I'm just thumb-sucking, but it would seem to make sense.

 

[nakedpeanut]

I think the CPT IPC is overloaded. In JHB my 4mb silver is flying with torrents. I think it was Monday I pulled 24GB. No issues here
Don't do NNTP so can't comment on that.

 

[Seeyou]

Just tried an Ubuntu ISO torrent to check if it was just NNTP, and speeds were horrendous even when connected to 200 seeders. Quite likely our fantastic IPC again.

 

[Bryn]

Is there anyone in PE with a Gold Uncapped account? I'd love to know how it performs.

 

[mika1000]

first rule - the customer is always right.
second rule - read first rule.

as the customer paying for the service, its the customers right to complain when he/she's not happy.

its the customers that keep a company afloat. and going.

having a go at the hand that feed you, are not nice.

no two customers are the same. its always the half full / half empty scenario.

but venting in public is not nice. you do that with a private message.

many thousands of ppl are reading myBB (1.3million) and your shooting yourself in the foot as many ppl think:

if mrbeep can speak like that to a customer in public, what would he say in private? lets skip this isp.

 

[Bryn]

The majority of your 33 post count is to complain about OpenWeb.

Why ?

If you are experiencing a problem, it would be appreciated if you could email [email protected]. Please include as many details as you possibly can, including the file you are trying to download that is giving you slow speeds. We need to replicate the issue in order to resolve the issue.

Please refer to my reply to Zewp.

It is not about being loved or unloved. It is impossible for us to troubleshoot an issue based on a post on a public forum. We have nothing but hearsay to go by, which will not resolve your issue.

Please oblige and forward us the necessary details. Our engineers are standing by to assist with this.

Please?

If I wasn't sure about Openweb, I am now. Your service sucks. You berate your customers and always insist that the problem is on their side. And the call centre never calls within a reasonable period of time.

Here's the reality of my Openweb experience:
- Openweb gave me the shortest trial account I've ever received
- Openweb had the least pleasant call centre of any ISP I've dealt with
- My router is an expensive Linksys and works hundreds
- My Afrihost and MWeb accounts slaughtered the performance I got from my Openweb trial, and they're 4Mbps versus 6Mbps
- My line is running perfectly
- All Openweb support comes across as very arrogant, and proceeds very slowly
- Torrents peaked at 30KB/s on my trial

So cut the crap. Openweb is not all rainbows and pixie dust. I would have been the easiest sale Openweb ever had but they stuffed everything up. Get off your high horse and realise that your network sucks for some people.

 

[MrBEEP]

Kindly email [email protected] so that the issue can be resolved.

Just tried an Ubuntu ISO torrent to check if it was just NNTP, and speeds were horrendous even when connected to 200 seeders. Quite likely our fantastic IPC again.

 

[MrBEEP]

I'm afraid we cannot assist unless we have the full details of the problem, as requested in my replies.

If we do not receive the necessary information, we cannot correct the problem.

I am not sure how this relates to the customer being right?

I am by no means having 'a go'. I am requesting information to have potential issues corrected.

gjfourie has a 33 post count, and on a daily basis posts negative comments about OpenWeb. I'm afraid this will not resolve any potential issue he might have.

So sorry I offended you. If you are experiencing an issue, kindly email [email protected] with your ADSL username so that we can assist with your problem.

first rule - the customer is always right.
second rule - read first rule.

as the customer paying for the service, its the customers right to complain when he/she's not happy.

its the customers that keep a company afloat. and going.

having a go at the hand that feed you, are not nice.

no two customers are the same. its always the half full / half empty scenario.

but venting in public is not nice. you do that with a private message.

many thousands of ppl are reading myBB (1.3million) and your shooting yourself in the foot as many ppl think:

if mrbeep can speak like that to a customer in public, what would he say in private? lets skip this isp.

 

[MrBEEP]

This morning you forwarded us your tracert, which shows a first hop of 1300ms. This points to a router or Telkom congested exchange fault. We also requested that you call Telkom to recreate your port.

You will not be able to accurately trial an account with an underlying ADSL issue.

If I wasn't sure about Openweb, I am now. Your service sucks. You berate your customers and always insist that the problem is on their side. And the call centre never calls within a reasonable period of time.

Here's the reality of my Openweb experience:
- Openweb gave me the shortest trial account I've ever received
- Openweb had the least pleasant call centre of any ISP I've dealt with
- My router is an expensive Linksys and works hundreds
- My Afrihost and MWeb accounts slaughtered the performance I got from my Openweb trial, and they're 4Mbps versus 6Mbps
- My line is running perfectly
- All Openweb support comes across as very arrogant, and proceeds very slowly
- Torrents peaked at 30KB/s on my trial

So cut the crap. Openweb is not all rainbows and pixie dust. I would have been the easiest sale Openweb ever had but they stuffed everything up. Get off your high horse and realise that your network sucks for some people.

 

[Drifter]

Oh dear. I nearly moved to Openweb. My trial account worked for all of 5 or 10 mins, also got to told that the fault is on my side and I must ahve router checked, but it works with my current ISP.

 

[MrBEEP]

Kindly email [email protected] so that we can investigate the issue with your trial account.

Please include the ADSL username.

Oh dear. I nearly moved to Openweb. My trial account worked for all of 5 or 10 mins, also got to told that the fault is on my side and I must ahve router checked, but it works with my current ISP.

 

[MrBEEP]

You said: "Well, MrBeep, you know I love my Openweb account, but to be fair, whenever we start up an NNTP or torrent download and it runs at 7kb/s, we cannot be sure if it is an issue or if it is shaping causing the slow speed. If we come to the forums to ask, the question generally goes unanswered."

This leads me to believe that your NNTP and torrent speeds are running at 7K today, thus my response

To clarify matters, are you having a problem today?

Oh, no, I'm not reporting an issue with NNTP. I don't even use NNTP and all my other protocols are performing fine this morning. I am merely giving some general feedback based on experiences in the past. Sometimes we'll encounter slow speeds and not know whether it is due to shaping or an issue with our line/area, and it would just be nice if in such cases we could get a clear answer on whether it is within shaping parameters or not.

 

[Bryn]

This morning you forwarded us your tracert, which shows a first hop of 1300ms. This points to a router or Telkom congested exchange fault. We also requested that you call Telkom to recreate your port.

You will not be able to accurately trial an account with an underlying ADSL issue.

I did no such thing. As I said before, you're confusing me with someone else.

If I had a line problem it would be evident with my other accounts. But I know things are fine - I downloaded the latest White Collar and New Girl today at around 350KB/s with usenet.

Edit: Just did some trace routes - longest was 47ms, initial hops all 8ms. Speed test right now was 3.48Mbps down with 26ms ping.

 

[MrBEEP]

If I am confusing you with another person, I do apologise.

Kindly email [email protected] and have them investigate the matter.

I did no such thing. As I said before, you're confusing me with someone else.

If I had a line problem it would be evident with my other accounts. But I know things are fine - I downloaded the latest White Collar and New Girl today at around 350KB/s with usenet.