Openweb problem

S

solmed

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The poor service delivery from openweb prompted me to cancel my openweb VPN account.

I am paying for the 30 G VPN and experienced ongoing log-in problems every month.
Frustrated with this unacceptable service I rendered my cancellation for end of this month.

My ADSL line was down for approximately a week. After the line was restored I was confronted with log in problems.
I emailed Mr Beep directly.His response was that there was a major network problem and that engineers were attending to the problem.

The following day he sends an e-mail to advise me that I had used my cap.What a ridiculous suggestion. 30 gb used up when my line was down a week and we are only in the middle of the month.

The usage stats indicate that I used about 7GB.I have a 384 line. I sent an email to Mr Beep to indicate this and requested that he restore my connection.I have not heard from him.

He chooses to ignore his clients that have cancelled and seems to be ripping me off.
 
Last edited:
solmed said:
The poor service delivery from openweb prompted me to cancel my openweb VPN account.

I am paying for the 30 G VPN and experienced ongoing logi-in problems every month. Frustrated with this unacceptable service I rendered my cancellation for end of this month. My ADSL line was down for approximately a week. After the line was restored I was confronted with log in problems.

I emailed Mr Beep directly. His response was that there was a major network problem and that engineers were attending to the problem. The following day he sends an e-mail to advise me that I had used my cap. What a ridiculous suggestion. 30 gb used up when my line was down a week and we are only in the middle of the month. The usage stats indicate that I used about 7GB. I have a 384 line.

I sent an email to Mr Beep to indicate this and requested that he restore my connection. I have not heard from him. He chooses to ignore his clients that have canceled and seems to be ripping me off.
Click to expand...

Using the enter key and spacebar makes for easier reading...

...you could always opt for an ISP who is a member of ISPA, which by you can directly complain to them if they isp don't react to your gripes if you tried everything to contact the isp first. Out of curiosity, when did you send the last email to indicate your usage and to have the connection restored ?
 
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Sent an e-mail on Friday 16/01/2009 @ 3.31 p.m. Got no response.

Sent another e-mail today 12.30 .... no response.
 
Thanks for the reminder, I need to cancel my Openweb 5GB SAIX account and move to a Prepaid WebAfrica Account as my 5GB SAIX is now 4GB :/ *facepalm*
 
Hi solmed

Ignoring clients is not an art I wish to practise.

I reply to every single email sent to me and if you have not yet had a reply from me, i'm afraid I did not receive your email.

Kindly PM me via MyADSL, as this will avoid any delivery issues. I will attend to your problem as soon as possible.

Kind regards
MrBEEP

solmed said:
The poor service delivery from openweb prompted me to cancel my openweb VPN account.

I am paying for the 30 G VPN and experienced ongoing log-in problems every month.
Frustrated with this unacceptable service I rendered my cancellation for end of this month.

My ADSL line was down for approximately a week. After the line was restored I was confronted with log in problems.
I emailed Mr Beep directly.His response was that there was a major network problem and that engineers were attending to the problem.

The following day he sends an e-mail to advise me that I had used my cap.What a ridiculous suggestion. 30 gb used up when my line was down a week and we are only in the middle of the month.

The usage stats indicate that I used about 7GB.I have a 384 line. I sent an email to Mr Beep to indicate this and requested that he restore my connection.I have not heard from him.

He chooses to ignore his clients that have cancelled and seems to be ripping me off.
Click to expand...
 
The e-mails sent to you are listed below:

Tue 13/01

Hi

My Vpn account has been consistently slow for the past few days (speeds of 3 and 4 KB/s) on a 384 line, The problem is not on my side as I have tested the connection with my webafrica account and do not suffer from the same speed issues. Please can u resolve this;

username: openvpnxxx*

Thanks



*(Username edited for security reasons)


Your response 13/01

Hi xxx

Thank you for your mail!

I have asked IS to take a look for you.l


Kind Regards,
Keoma Wright
Founder
OpenWeb - We're Loving IT!

15/01


Hi

Can you please resolve/change my vpn login as its not accepting my login details!

user: openvpnxxx

Thanks


Response 15/01/2009


Hi xxx

Thank you for your mail!

There is currently a major network fault.

Engineers are attending. I apologise for the inconvenience!


Kind Regards,
Keoma Wright
Founder
OpenWeb - We're Loving IT!


15/01/2009 2.49 pm


Hi

I am unable to login to my vpn account as it is not accepting my username and password. Please rectify this issue.

user: openvpnxxx

Thanks


Response 16/01/2009


Hi xxx

I appreciate your email.

You have reached your usage limit, thus your VPN has been hardcapped.

Kind Regards
Keoma Wright
Founder / CEO
OpenWeb / OpenTalkLive.com

16/01/2009 3.31 pm

Hi

This is impossible as I have a 30gig account and have thus far only used 6909.95 MB as displayed on your website. Please reactivate me as soon as possible.

user:openvpnxxx

Thanks


No response



sat 17/01/2009


Hi

This is getting ridiculous now, I sent you an email two days ago stating that I don't have Internet and cannot log in to vpn. To which I recieved the reply below and fowarded the response. I still cannot login and still haven't recieved any notification on the issue and a reactivation of my account. Please do so immediately!

Regards



No response


Sunday 7.38 a.m.


Hi xxx

I appreciate your email.

Which username are we referring to please?


Kind Regards
Keoma Wright
Founder / CEO
OpenWeb / OpenTalkLive.com


The last e-mail was received from you shortly after you posted here yet you claim that you never received my last two e-mails.

Also take note that my username was provided in communications to you ..yet you ask for this information.

Go figure!!!
 
solmed said:
The e-mails sent to you are listed below:

Tue 13/01

Hi

My Vpn account has been consistently slow for the past few days (speeds of 3 and 4 KB/s) on a 384 line, The problem is not on my side as I have tested the connection with my webafrica account and do not suffer from the same speed issues. Please can u resolve this;

username: openvpnxxx*

Thanks



*(Username edited for security reasons)


Your response 13/01

Hi xxx

Thank you for your mail!

I have asked IS to take a look for you.l


Kind Regards,
Keoma Wright
Founder
OpenWeb - We're Loving IT!

15/01


Hi

Can you please resolve/change my vpn login as its not accepting my login details!

user: openvpnxxx

Thanks


Response 15/01/2009


Hi xxx

Thank you for your mail!

There is currently a major network fault.

Engineers are attending. I apologise for the inconvenience!


Kind Regards,
Keoma Wright
Founder
OpenWeb - We're Loving IT!


15/01/2009 2.49 pm


Hi

I am unable to login to my vpn account as it is not accepting my username and password. Please rectify this issue.

user: openvpnxxx

Thanks


Response 16/01/2009


Hi xxx

I appreciate your email.

You have reached your usage limit, thus your VPN has been hardcapped.

Kind Regards
Keoma Wright
Founder / CEO
OpenWeb / OpenTalkLive.com

16/01/2009 3.31 pm

Hi

This is impossible as I have a 30gig account and have thus far only used 6909.95 MB as displayed on your website. Please reactivate me as soon as possible.

user:openvpnxxx

Thanks


No response



sat 17/01/2009


Hi

This is getting ridiculous now, I sent you an email two days ago stating that I don't have Internet and cannot log in to vpn. To which I recieved the reply below and fowarded the response. I still cannot login and still haven't recieved any notification on the issue and a reactivation of my account. Please do so immediately!

Regards



No response


Sunday 7.38 a.m.


Hi xxx

I appreciate your email.

Which username are we referring to please?


Kind Regards
Keoma Wright
Founder / CEO
OpenWeb / OpenTalkLive.com


The last e-mail was received from you shortly after you posted here yet you claim that you never received my last two e-mails.

Also take note that my username was provided in communications to you ..yet you ask for this information.

Go figure!!!
Click to expand...

Well, I would have to lie if i say this is partly not also the reason why i also left.

The products it self is not bad, some even better than what is out there- its just...that extra something that has gone missing that used to be there...back in the days when ODS was still around.

o well i guess in the end one will go with what works for you and currently its not at that camp for myself anyways...
 
On the subject of Openweb, Mr BEEP, if I get the VPN, does that mean that even if there are two computers plugged into the same router, only one of them will be able to connect to the internet?
 
Pooky said:
On the subject of Openweb, Mr BEEP, if I get the VPN, does that mean that even if there are two computers plugged into the same router, only one of them will be able to connect to the internet?
Click to expand...

that is correct if you connect just one of them to the vpn, but you have solutions for that.

  • Internet Connection Sharing - share the vpn, and rest uses that one pc as it gateway.
  • PPTP - dial it via router so its on per default for all pc's
  • Proxy Server Software - add proxy address to other pc's
 
Necuno said:
that is correct if you connect just one of them to the vpn, but you have solutions for that.

  • Internet Connection Sharing - share the vpn, and rest uses that one pc as it gateway.
  • PPTP - dial it via router so its on per default for all pc's
  • Proxy Server Software - add proxy address to other pc's
Click to expand...

Cool so it is possible for 2 computers to use it.
 
Pooky said:
Cool so it is possible for 2 computers to use it.
Click to expand...

yes as long as you share it somehow, be it via a proxy software, ICS or pptp- just remember that the main pc has to be on as well, or when the main is down you could just dial it on the secondary too.
 
Agree.

As you might have noticed.... he asked me to pm him with details which I promptly provided at 7.40 this morning ... also replied to his e-mail of this morning. Still no connection.

Very conveniently disconnected over the weekend when the internet is most used.Saving on their bandwith and denying their customers the service that was duly paid for.

Perhaps forum members on 30 GB VPN could chime in with similar experiences.
How many members have uninterrupted connections each month?

If the services are oversubscribed beyond the available bandwith .. to make huge profits... it would be very convenient to disconnect users from time to time.

Would be interesting to know if all users have stable connections and access to services paid for.... or is it only me?
 
I have been having the same issues as you have been, solmed, and I am pretty sure that it is not an OpenWeb VPN issue, but an issue with IS. In fact, over the past 4 or 5 months that I have been a VPN user the vast majority of problems have been ones on IS's side. That means that you will get the exact same issues if you buy the same product from another company. The IS part is the local only account you use to connect to the VPN.

Your login problem seem a bit weird though. One thing I have found out is that there can sometimes be a bit of a discrepancy between the IS local usage and the VPN usage, usually AFAIK that the local only gets used up faster than the VPN. I am not sure how that works, but in my experience it usually only requires that I buy an extra local only account to connect to the VPN with and it also usually means that I get more than what I paid for. If you buy the IS variant, you also get some international bandwidth that you can use before using the VPN again.

I always say this, but remember that OpenWeb is still a growing company. The VPN product is by far the cheapest bandwidth out there and I am happy to weather the occasional IS problems for that. Keoma has been very helpful in the past when possible. They will be launching (or maybe have done so already) a more extensive call centre service in this month to handle customer care. Have you tried to phone them during office hours? Do you dial your connection from your modem/router or through windows?
 
Yeah I am convinced it is IS as well that is causing the problems. I am waiting on MrBeep to get back to me this afternoon with some details so I can test out for myself where the problem lies as I have had dial up speeds and worse on my VPN for the past week.
 
i'm curious as to any has tested the vpn via a saix local only account to see if the same issues occur...
 
Not yet. I am not sure, but OpenWeb might be using IS international for VPN purposes, so an SAIX local connection might still not fix the problem....
 
KALSTER said:
Not yet. I am not sure, but OpenWeb might be using IS international for VPN purposes, so an SAIX local connection might still not fix the problem....
Click to expand...

dude, you can connect to any vpn on any connection; saix local also be able to dial into vpn server and connect.
 
Openweb supply IS accounts because they are cheaper. This goes hand in hand with the awesome pricing of the VPN product.

I contacted MrBeep today and requested guest accounts on SAIX, IS and VPN so I could do elimination testing to see if any of those 3 is causing the problem.

My results from browsing, downloading, testing with speedtest.net to London and logging in to EU WoW all yielded the same result - crap. (10 KB/s and under speeds for browsing and downloading; latency in the 2000ms + range).

It seems as if teh interwebz in SA is borked, at least that is the impression I get when I trawl this board for answers. I wish more people knew about this site and posted more when they have problems so we could get a clearer picture of what's happening, because our ISP's are in denial that there is a massive problem.
 
Necuno said:
dude, you can connect to any vpn on any connection; saix local also be able to dial into vpn server and connect.
Click to expand...
I know, but I am saying that the local account only connects to the VPN server in SA. The VPN server then has to use a network to access international and it is this connection where OpenWeb might also be using IS. So if it is a general problem with IS, then international browsing might be just as slow if it is indeed the case.
 
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