my biggest gripe with openweb is that they dont have after hours support.on sunday night my internet stopped working.there was no after hours number i could call.i emailed support from my cell phone.they only got back to me monday morning.i am now looking for a service provider that can give me after hours support.
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OpenWeb ADSL Feedback Thread
- Thread starter MrBEEP
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JACxx
New Member
MrBEEP
You have still not answered the question asked earlier - is this the new level of shaping that we need to endure during business hours, or is it an IPC problem?
I have submitted an email to support and received a response that didn't answer all my questions. I then replied to that response with further questions and comments and this was just ignored.
Since Monday my NNTP downloads from the IS news server have dropped to 35-45kBps on a 4Mbps STD uncapped account during the day. This is not too serious as most downloads are run before 08:00 and I then limit downloads to 100kBps should any scheduled ones not complete in time.
However all services have slowed down, including browsing and email limiting my line to less than a 0.9Mbps and on occasions even 1/2 that. So the problem is that even if my main downloads are done after hours, urgently downloading a file of 30MB or so becomes really tedious.
The standard support answer is shaping will happen when busy ...
What is an acceptable amount of shaping?
You have still not answered the question asked earlier - is this the new level of shaping that we need to endure during business hours, or is it an IPC problem?
I have submitted an email to support and received a response that didn't answer all my questions. I then replied to that response with further questions and comments and this was just ignored.
Since Monday my NNTP downloads from the IS news server have dropped to 35-45kBps on a 4Mbps STD uncapped account during the day. This is not too serious as most downloads are run before 08:00 and I then limit downloads to 100kBps should any scheduled ones not complete in time.
However all services have slowed down, including browsing and email limiting my line to less than a 0.9Mbps and on occasions even 1/2 that. So the problem is that even if my main downloads are done after hours, urgently downloading a file of 30MB or so becomes really tedious.
The standard support answer is shaping will happen when busy ...
What is an acceptable amount of shaping?
Hellbilly Deluxe
Well-Known Member
My 5 cents
The Good
I have the Standard option which was on special , and thus far i am very happy . I understand that in the day there will be some shaping , but compared to Afrihost ( of which i was a huge fan ) its a hell of a better , hitting 50KB during the day on a torrent with not a hell of lot of seeds , and at night its not uncommon for me to hit 90 to 95 kb.
The bad
Your call centre is a bit iffy , in all fairness i have only spoken to the people there twice , but they were really not that friendly , and secondly any thoughts of a control panel or something just so we can see whats happening on our account during the day when we at work ?
Thanks
The Good
I have the Standard option which was on special , and thus far i am very happy . I understand that in the day there will be some shaping , but compared to Afrihost ( of which i was a huge fan ) its a hell of a better , hitting 50KB during the day on a torrent with not a hell of lot of seeds , and at night its not uncommon for me to hit 90 to 95 kb.
The bad
Your call centre is a bit iffy , in all fairness i have only spoken to the people there twice , but they were really not that friendly , and secondly any thoughts of a control panel or something just so we can see whats happening on our account during the day when we at work ?
Thanks
Hi JACxx,
Downloads can go down to lower levels during peak hours. Your other services however should not. I would like to have this investigated. Kindly email [email protected] so that we can take a look.
Downloads can go down to lower levels during peak hours. Your other services however should not. I would like to have this investigated. Kindly email [email protected] so that we can take a look.
Hi Hellbilly Deluze,
Could you please email me the details of the agent/s you spoke to so that we can retrieve the recordings and resolve this.
Iffy is not acceptable. We only accept friendly and helpful service, especially at the call centre!
Could you please email me the details of the agent/s you spoke to so that we can retrieve the recordings and resolve this.
Iffy is not acceptable. We only accept friendly and helpful service, especially at the call centre!
After hours call centre support was debated many times over. I'm afraid the numbers do not yet make sense. We are trying to offer the most affordable, yet superior service in the industry, and thus try and cut admin costs as much as possible (re: debit order promotion etc).
We also hosted an after hours call centre support trial not too long ago, and in the 2 months period, we on average received 3 calls after hours. The cost could not justify the volume.
This is however revisited yearly.
Our main aim is to work towards a system where support is minimized. (In other words, the service must work so well that support is not often needed).
In the meantime, we do offer an After Hours SMS support facility in the rare case you will not be able to email our support team.
A side note,
We run email and sms support Monday to Sunday from 08:00 to 21:00.
Quite uniquely, our admin department works the same hours, thus account changes, billing queries etc are not dealt with only in office hours. This has vastly improved our offering, as many folk really dislike waiting until a weekday to have their billing or admin related query resolved.
We also hosted an after hours call centre support trial not too long ago, and in the 2 months period, we on average received 3 calls after hours. The cost could not justify the volume.
This is however revisited yearly.
Our main aim is to work towards a system where support is minimized. (In other words, the service must work so well that support is not often needed).
In the meantime, we do offer an After Hours SMS support facility in the rare case you will not be able to email our support team.
A side note,
We run email and sms support Monday to Sunday from 08:00 to 21:00.
Quite uniquely, our admin department works the same hours, thus account changes, billing queries etc are not dealt with only in office hours. This has vastly improved our offering, as many folk really dislike waiting until a weekday to have their billing or admin related query resolved.
look, I don't always agree with OpenWeb since I've had some bad experiences with them in the past (when uncapped accounts first came out yeeeeaaars ago), but I'll give kudos to mrBeep for always being around and trying to assist where possible.
I understand that "my adsl is slow" could have a million reasons on it, and the complaints probably outnumber the compliments by a really big amount so it's not always easy to troubleshoot issues between ISP, router, background downloads, IPC, your exchange, etc. with a definite solution the first or second time.
I understand that "my adsl is slow" could have a million reasons on it, and the complaints probably outnumber the compliments by a really big amount so it's not always easy to troubleshoot issues between ISP, router, background downloads, IPC, your exchange, etc. with a definite solution the first or second time.
@MrBeep - Can I suggest you do not provide support via this thread? Using a dedicated forum for this function would be far more beneficial for everyone. A product like Get Satisfaction works really well and is better suited to support than a regular forum. You not getting any shared community type benefits from your current closed system.
You want Openweb to be the only ISP that doesn't provide support on SA's largest tech forum?
Luckily anyone can go and read my 33 posts in context. Nothing to hide.
This whole thing started because I asked other members today on the forum whether their current experience is the same as mine. I asked you as well (with sugar on top) to please just confirm whether yesterdays problem in Western Cape has been confirmed.
So, I am trying again:
yesterday you posted the following:
Originally Posted by MrBEEP
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.
And my last complaint: If I ever spoke to any of my users/clients like you did to me then I would be in serious trouble probably looking for another job.
Kind regards
Thank you. That is all I wanted to know.
akescpt
Honorary Master
This is my speed 8-5pm this week. I understand its shaping but the way mrbeep speaks its not supposed to be so severe. 1mb standard.
DrJohnZoidberg
Honorary Master
Standard account, don't expect to do nntp or torrents during office hours. Mine flies after 5 though and normal web browsing and http isn't affected during the day.
akescpt
Honorary Master
Same here. Can even game. Mr beep just say its normal so I can forget about it!
Hi akescpt,
I'm afraid I cannot commit to a number as it is completely dynamic based on how busy the network is at any given time. Sorry!
I'm afraid I cannot commit to a number as it is completely dynamic based on how busy the network is at any given time. Sorry!
Same here. Can even game. Mr beep just say its normal so I can forget about it!
Another update from my side on the NNTP speeds I was having. I use the IS News Server on a 1mbps Gold a/c and am based in Cape Town.
I was having slow speeds last week during office hours, all was fine a/h, had a little slowness on Monday but that picked up. Since then I have had max speed whenever I have tried doing any NNTP downloading (Tue 7am-3pm & Wed 6am-10am).
Loving the speed being back to as it was before (for me anyway). Thanks to @MrBeep for the help when needed in troubleshooting.
There are no network issues currently.
We look forward to receiving your mail.
Please include your ADSL username
We look forward to receiving your mail.
Please include your ADSL username
I am back to my crawling speeds and it can't be my line:
I have a capped product so no shaping should be in place:
Afrihost:
Openweb:
Let me send another e-mail, I am getting gatvol of this.
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