Openweb ISP - Feedback

Cornedp

Cornedp

Active Member
Joined
Jan 1, 2010
Messages
68
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5
Location
Johannesburg, South Africa, Africa, Earth, Sol Sys
Ok, so I have done some reading about Openweb. Looked at the package that they have and decided, based on friends that I have spoken to, to take the plunge and open a 4mb Gold Uncapped Unshapped account.

So on the 24th of Feb I sign up and pay for the account to be active from 1 March. Up till that point it was all smooth sailing.

Fast forward to today. Account has not been active since this morning, I phone the helpdesk, log a call. It takes up and until just before 4 pm to solve the issue. (Or so I thought).

I get a call from the helpdesk. I get new account and password. I am happy and proceed to enter the info into my router. Account is STILL not active. Ok, I think to my self. Let me phone the helpdesk and get this sorted...OOPS! The Helpdesk only works Office Hours, Monday to Friday...

So, here I sit, with a super doper account and I can do jack with...

I have to say I am disappointed. The service was OK, but now I have a weekend with no internet access.

Not a great start to a new relationship....
 
I have only had great service from them when I had problems.

Create a ticket on their website or email [email protected].

It is only the phone lines that are not open on weekends, all other support channels work after hours.
 
Hi Cornedp,

I see there is a fault with the assignment of your account.

The engineers should have this resolved in the next half an hour.

I do apologise. Kindly email me on [email protected] so that I can send you a free Wifi Router to apologise for the inconvenience

Cornedp said:
Ok, so I have done some reading about Openweb. Looked at the package that they have and decided, based on friends that I have spoken to, to take the plunge and open a 4mb Gold Uncapped Unshapped account.

So on the 24th of Feb I sign up and pay for the account to be active from 1 March. Up till that point it was all smooth sailing.

Fast forward to today. Account has not been active since this morning, I phone the helpdesk, log a call. It takes up and until just before 4 pm to solve the issue. (Or so I thought).

I get a call from the helpdesk. I get new account and password. I am happy and proceed to enter the info into my router. Account is STILL not active. Ok, I think to my self. Let me phone the helpdesk and get this sorted...OOPS! The Helpdesk only works Office Hours, Monday to Friday...

So, here I sit, with a super doper account and I can do jack with...

I have to say I am disappointed. The service was OK, but now I have a weekend with no internet access.

Not a great start to a new relationship....
Click to expand...
 
MrBEEP said:
Hi Cornedp,

I see there is a fault with the assignment of your account.

The engineers should have this resolved in the next half an hour.

I do apologise. Kindly email me on [email protected] so that I can send you a free Wifi Router to apologise for the inconvenience
Click to expand...

MrBEEP,

Thank you for your reply. It seems as if your engineers got me sorted.
Also, A nice touch with the router. I want to tank you for this, but I would rather this go to someone that really needs the router.

I have to say, Thank you for the quick responses. I am please that my account is now active.

Much Respect for the offer and getting me online :)
 
@Cornedp, your very lucky, i've cancelled my gold account before i've even had a username or the debitorder had been drawn, yet i must still give a calendar months notice...

but so you learn...

i'll never sign up with an isp again with a months notice for a start. or who can't accomodate me the way i want.
 
mika1000 said:
@Cornedp, your very lucky, i've cancelled my gold account before i've even had a username or the debitorder had been drawn, yet i must still give a calendar months notice...

but so you learn...

i'll never sign up with an isp again with a months notice for a start. or who can't accomodate me the way i want.
Click to expand...

Thanks, more people should use bold text it makes it a lot easier to read. I find making it bigger is even more conducive to easy reading.
 
bokka1 said:
I have only had great service from them when I had problems.

Create a ticket on their website or email [email protected].

It is only the phone lines that are not open on weekends, all other support channels work after hours.
Click to expand...

Well, I can confirm that Openweb has horrible after hours support service. Dont get me wrong, their product offering is great and when it is working it beats every other ISP I have ever used. But when it is not working.......

9pm Thursday night, my internet drops, and wont connect. Panic - might be the ADSL line (again!). Try my old Afrihost account and works like a charm - cool, must just be Openweb - log a support ticket on their support site. Go to bed at about 23h00 no reply yet.

6am Friday morning, try every other support channel, email, web form, sms.

Get a reply from them at 08h44 (even though their support site tries to make you believe it was 2 hours earlier - seems it runs on GMT time), try this new password. Great, only problem is I am at work and the router is at home. Get home, try it out, no joy - still not working. Oops, now it is past office hours and cant phone. Try another support ticket, email etc etc

Now 22h00 - still no reply - so I guess I may have to wait til Monday to get my account running again....oops....I'll be at work then trying to earn enough to pay for my ADSL access - and wont be able to test their "try this" solution.

Not happy at all.
 
Hi EJP

Support is offered until 21:00 daily via email / sms.

Kindly PM me your ADSL username so that I can investigate

EJP said:
Well, I can confirm that Openweb has horrible after hours support service. Dont get me wrong, their product offering is great and when it is working it beats every other ISP I have ever used. But when it is not working.......

9pm Thursday night, my internet drops, and wont connect. Panic - might be the ADSL line (again!). Try my old Afrihost account and works like a charm - cool, must just be Openweb - log a support ticket on their support site. Go to bed at about 23h00 no reply yet.

6am Friday morning, try every other support channel, email, web form, sms.

Get a reply from them at 08h44 (even though their support site tries to make you believe it was 2 hours earlier - seems it runs on GMT time), try this new password. Great, only problem is I am at work and the router is at home. Get home, try it out, no joy - still not working. Oops, now it is past office hours and cant phone. Try another support ticket, email etc etc

Now 22h00 - still no reply - so I guess I may have to wait til Monday to get my account running again....oops....I'll be at work then trying to earn enough to pay for my ADSL access - and wont be able to test their "try this" solution.

Not happy at all.
Click to expand...
 
Mr Beep - your guy Leon hooked me up 22h30 - working now thanks.

If your email/sms is offered to 21h00, then why put 24/7 on your website?

My beef is that a simple problem took 24hrs to resolve - surely some kind of live late support, even via support online chat wouldve solved the problem on Thursday night iso Friday night - along the lines of something like this:
Online support : I have reset your port and account - try to log in with xxxx credentials now.
Me: okay, tried it, not working.
Online support : hmmm, let me try this then etc......

I am NEVER at home where my ADSL router is during your Phone support office hours, so another solution needs to be investigated please.

As an ISP you guys rock - when the service is running, but it just seems to fall apart when something goes wrong.
 
I am glad to hear that!

I have had the website corrected

EJP said:
Mr Beep - your guy Leon hooked me up 22h30 - working now thanks.

If your email/sms is offered to 21h00, then why put 24/7 on your website?

My beef is that a simple problem took 24hrs to resolve - surely some kind of live late support, even via support online chat wouldve solved the problem on Thursday night iso Friday night - along the lines of something like this:
Online support : I have reset your port and account - try to log in with xxxx credentials now.
Me: okay, tried it, not working.
Online support : hmmm, let me try this then etc......

I am NEVER at home where my ADSL router is during your Phone support office hours, so another solution needs to be investigated please.

As an ISP you guys rock - when the service is running, but it just seems to fall apart when something goes wrong.
Click to expand...
 
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