Openweb Gold Shaping Policy 2

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As stated earlier, we no longer market products as Promotional, but with an edition.

Also, as mentioned earlier, we are working on creating more comparison charts and adding more information to differentiate products.

Legally, I cannot comment, as I am not a lawyer or in the legal field. I leave this up to our legal folk. They are in charge of our Terms of Service and the like.

I do believe a website update is scheduled in the next week or so that will add more information etc.

Gibson said:
But by not explaining the editions and the differences its very easy for a subscriber to become confused. The current layout of your Gold Uncapped has barely any information on the product, while the Leon version has vastly more information, potentially leading a new user to think its a superior product.

At no time do you say the overall experience (compared to Gold Orange) would differ. In fact they appear identical with the lower contention and priority for gaming.

Edit:



Not a really good argument, the definition of promotion has commonly been held to be the

"In sales, promotion refers to a different sort of advancement. A sales promotion entails the features - via advertising and/or a discounted price - of a particular product or service."

Not a separate form of product. And if you like you can try arguing that your promotions are separate products, but that almost never the case, If the toy's r us promotion had handed 'sort of' Wii U's, there would have been drama.
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As stated earlier, we no longer market products as Promotional, but with an edition.
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Regardless if that, anyone you did sign up under those conditions can fairly complain that they were misled, as some of the posters here have done. The imperative falls on OW to make the differentiation clear, and through litigious or other channels are entitled to some form of compensation, even if its just the cancellation of the contract immediately.
 
The OP was offered a cancellation option, with the waiver of the cancellation notice period required.

Because we do not have contracts or work with any contracts on any of our products, the user is not bound to use OpenWeb by any means.

Gibson said:
Regardless if that, anyone you did sign up under those conditions can fairly complain that they were misled, as some of the posters here have done. The imperative falls on OW to make the differentiation clear, and through litigious or other channels are entitled to some form of compensation, even if its just the cancellation of the contract immediately.
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The OP was offered a cancellation option, with the waiver of the cancellation notice period required.

Because we do not have contracts or work with any contracts on any of our products, the user is not bound to use OpenWeb by any means.
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Fair enough, then think the OP should just find another ISP that meets his needs. He's informed everyone, your making changes, everyone gets to live another day.

Side note: After all my help think I deserve a 6 month Gold Subscription, even if its a "Promotional" one :p
 
What happened?
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Pretty much OW is working to clarify the descriptions and the OP got his point across and was offered a solution (not he one the might have wanted, but something at least). Still prob a bit of mistrust toward them from here, but maybe they can pull it back
 
I can offer you a free month of Gold Original for all your valuable input if youd like? PM me your details

Gibson said:
Fair enough, then think the OP should just find another ISP that meets his needs. He's informed everyone, your making changes, everyone gets to live another day.

Side note: After all my help think I deserve a 6 month Gold Subscription, even if its a "Promotional" one :p
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I can offer you a free month of Gold Original for all your valuable input if youd like? PM me your details
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Sounds good, but can i either give it to the original OP (JohnRambo) for his troubles or have you match it form him?

What details do you need?

Edit: Pushing it a bit I know, but it could be amazing PR on the forum, even if he chooses not to take it
 
Zewp said:
Once again, exception, not the rule. My daytime shaping has never been as low as 20kb/s and I'm willing to bet that you'd be hard pressed to find another OW client with an experience like that. Even one of my friends who is on standard uncapped does not experience such harsh shaping.

It seems the only person who seems to lack a bit of knowledge about what they're talking about is, in fact, you.
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I have experienced this many many times. I work from home and from about 11 daily I can notice the degradation of my connection.
I started on standard, then went silver, then went gold. All in the pursuit of a usable connection during office hours. And NOT downloading. Standard browsing, email, etc... If I have a good afternoon on my Gold (original) 6mbps, that is the exception.
 
The account will be yours to do with as you please.

I need your full name and surname, email address and speed of line

Gibson said:
Sounds good, but can i either give it to the original OP (JohnRambo) for his troubles or have you match it form him?

What details do you need?

Edit: Pushing it a bit I know, but it could be amazing PR on the forum, even if he chooses not to take it
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Kindly email [email protected] so that we can try some alternate routing profiles for you

Mike Smit said:
I have experienced this many many times. I work from home and from about 11 daily I can notice the degradation of my connection.
I started on standard, then went silver, then went gold. All in the pursuit of a usable connection during office hours. And NOT downloading. Standard browsing, email, etc... If I have a good afternoon on my Gold (original) 6mbps, that is the exception.
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The account will be yours to do with as you please.
I need your full name and surname, email address and speed of line
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Think in that case you should PM JohnRambo and get his details for it, at least to let him work while he sorts out his ISP issues. But if he doesn't want it let me know.

Its an awesome gesture of OW, and hope it helps to calm some of the people on the forum.

Edit: Before I'm called an idiot I'm a student and can get everything I need from my telkom account, rather let the man work and support his family than waste it on torrents and journal articles.
 
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PM sent to JohnRambo

Gibson said:
Think in that case you should PM JohnRambo and get his details for it, at least to let him work while he sorts out his ISP issues. But if he doesn't want it let me know.

Its an awesome gesture of OW, and hope it helps to calm some of the people on the forum.
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Gibson, that is very kind of you but please accept the offer on your own behalf.

I backed away from the discussion because as it got more heated, my own tone got increasingingly disappointing to me.

I would like to reiterate that I was talking solely about the January promotion and all subsequent promotions I saw had their Edition clearly labelled - in that respect, the problem had already been addressed. I therefore felt from the beginning that it was a miscommunication rather than anything intentional.

While it is clearly a divisive issue for members with their various experiences, in the interests of balance it has to be noted that OpenWeb, to their credit, has fiercely loyal and satisfied customers.

I can confirm that cancellation with waiver was forthcoming.
 
Gibson, that is very kind of you but please accept the offer on your own behalf.

I backed away from the discussion because as it got more heated, my own tone got increasingingly disappointing to me.

I would like to reiterate that I was talking solely about the January promotion and all subsequent promotions I saw had their Edition clearly labelled - in that respect, the problem had already been addressed. I therefore felt from the beginning that it was a miscommunication rather than anything intentional.

While it is clearly a divisive issue for members with their various experiences, in the interests of balance it has to be noted that OpenWeb, to their credit, has fiercely loyal and satisfied customers.

I can confirm that cancellation with waiver was forthcoming.
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Cheers JohnRambo, glad to hear that the issue was sorted for you, and thanks for extending the offer back to me.

But will take it in that case, will pm you Mr Beep
 
MrBEEP said:
I do agree that we could've had a better description of the product (as discussed earlier with Gibson). We have however since done this.

Gold is still Gold. He did not buy a Gold product and received a Vanilla product. He is still receiving the same priority as Gold Original users.

We have improved the descriptions and are currently working on making it even simpler to understand the difference between our service levels.

Perhaps we should introduce a questionnaire that a client can complete on our website which will then produce a suggested package as the result? Would this work?
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Thats sound a good idea, having a questionnaire to assist in the selection of the correct product for the users needs would go a long way to alleviate the confusion created by the many choices of OW products out there.

Many people are not techno savvy and I'm sure Mr Beep you can understand how someone can feel they were caught into buying a package that wasn't quite what they thought it was. This coupled by the fact that there are always specials, is bound to leave some users feeling though if they waited they could have gotten the same product cheaper and that they are now over paying for their current product.

At first I was taken aback by your response to the OP, as the Mr Beep I knew always seemed so helpful yet here you seemed to be avoiding the issue. I'm glad to see that this isn't the case now and you are looking into avenues to prevent a re-occurence. My faith in Mr Beep has been restored.
 
MrBEEP said:
I am sorry you had a bad experience with your account. As has been made clear by many of our clients, this is indeed not the norm. When did you have a Gold account out of interest sake?
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I am currently on the OW gold account which had been swopped around at least ten times. U tell me its the exchange i say its not as other ISP accounts gave proper speeds when i tested it.

The problem is massive shaping i experienced. 8am it starts and slowly gets worse the closer u get to 5pm, at which point it crawls at 20k/s on 2mb gold uncapped. Come 5pm its full speed again.

Of course there is shaping and of course its a best effort service i get that. But paying close to R400 for 20k/s and unable to open Gmail is ridiculous. Then i log a query, get sent a new username, 10 days later same situation.

And if you read the posts ion the openweb thread, this IS the norm and NOT the exception
 
This is indeed the norm and the exception.

I invite you to PM me your ADSL username and full name and surname so that we can investigate

rakabos3 said:
I am currently on the OW gold account which had been swopped around at least ten times. U tell me its the exchange i say its not as other ISP accounts gave proper speeds when i tested it.

The problem is massive shaping i experienced. 8am it starts and slowly gets worse the closer u get to 5pm, at which point it crawls at 20k/s on 2mb gold uncapped. Come 5pm its full speed again.

Of course there is shaping and of course its a best effort service i get that. But paying close to R400 for 20k/s and unable to open Gmail is ridiculous. Then i log a query, get sent a new username, 10 days later same situation.

And if you read the posts ion the openweb thread, this IS the norm and NOT the exception
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