OpenWeb troubles

[Without OpenWeb]

Good day,
I have joined this forum with one specific purpose, to share my troubles with OpenWeb company, specifically the fight to overrun their "1 calendar month" cancellation policy. I suffered neglect from this company, had to stop my bank order for this contract, and now had to apply for Consumer Protection. All of this because OpenWeb does not want to even consider to immediately cancel the account when the customer explicitly requested for this action within 24 hours of the activation, due to dissatisfaction with the product. I firmly believe that this behavior from OpenWeb company is in direct contradiction of Consumer Rights in South Africa and needs to be exposed. Hence my user name "Without OpenWeb".
First of all I would like to draw attention of the Forum Admin, if this stated intention and specific username contradicts this forum policy and is illegal in their opinion.
Please advice.

 

[Iamnotageek]

Firstly, it's "please advise". Not "advice".

If you sign up & 24-hrs later you want to cancel, you still have to give notice. That's how it works.

It's like renting an apartment. Whether you stay there for 1 day only or stay there every single day of a month, you still pay full price.

CPA is on their side in this situation I'm afraid.

 

[Necuno]

** detects spelling and grammar lawyer **

 

[froot]

Firstly, it's "please advise". Not "advice".

If you sign up & 24-hrs later you want to cancel, you still have to give notice. That's how it works.

It's like renting an apartment. Whether you stay there for 1 day only or stay there every single day of a month, you still pay full price.

CPA is on their side in this situation I'm afraid.

Pretty much what he said. Sadly more and more people are unable to converse (never mind type) in proper English.

** detects spelling and grammar lawyer **

Grammar Nazi

 

[Batista]

Yup, i cancelled during the month, 6 weeks till im free of them.

 

[akescpt]

you agreed to the t&c's. there is no cooling off period as far as I know.

 

[patrick123]

I must say that I agree with the OP and the CPA will hold firm.

Even the fact of renting an apartment, if there is a serious fault that cannot be corrected within reason, you are entitled to move out with immediate notice, to the point that you can even charge the landlord hotel fees and moving costs until another apartment can be found.

What are the rights of the consumer?

• The consumer must be given a quote or breakdown of his financial obligations before entering into an agreement.
• The agreement a consumer enters into with a supplier must be in plain language that the consumer understands.
• No agreement must be longer than 24 months unless the consumer agrees to a longer period (in this instance, the supplier must prove that by the consumer agreeing to extend the period, there is a financial benefit to the consumer).
• A consumer must be allowed to cancel the agreement within 20 business days where the agreement is 24 months or longer.
• If goods bought or rented are not suitable for their purpose, as communicated by the consumer to the supplier, the goods may be returned to the supplier.
• A booking or order of goods or services may be cancelled by a consumer.
• If services rendered are of poor quality, the consumer may request a refund of a portion of the purchase price from the supplier.
• If goods are defective, a consumer has 6 months from the date of delivery to return the goods to the supplier, at the supplier's risk and expense. At the consumer's choice, the supplier must fix the goods, replace the goods, or repay the consumer for the price paid for the goods (the voetstoots clause no longer applies).

Having done a number speedtests from before I upgraded as after I upgraded, showing the degradation of the business-hours performance, as well as all my communication with regards to this matter, their terms and conditions are not worth the electrons used to display it.

Once I realised that they were going to give me the run around with boiler-plated replies and vague statements, I cancelled.

 

[F1 Fan]

Good day,
I have joined this forum with one specific purpose, to share my troubles with OpenWeb company, specifically the fight to overrun their "1 calendar month" cancellation policy. I suffered neglect from this company, had to stop my bank order for this contract, and now had to apply for Consumer Protection. All of this because OpenWeb does not want to even consider to immediately cancel the account when the customer explicitly requested for this action within 24 hours of the activation, due to dissatisfaction with the product. I firmly believe that this behavior from OpenWeb company is in direct contradiction of Consumer Rights in South Africa and needs to be exposed. Hence my user name "Without OpenWeb".
First of all I would like to draw attention of the Forum Admin, if this stated intention and specific username contradicts this forum policy and is illegal in their opinion.
Please advice.

How were you able to deduce that you are not happy with the product within 24hours of getting the account?

 

[Without OpenWeb]

Happy to report very good customer service from Open Web. Had very positive discussion with management, received trial account, many advises, the problem is not their account but my heavily shaped line, please advise how to approach Telkom to remove P2P shaping.

 

[slvR]

/snip

Well....... Damn

 

[DrJohnZoidberg]

Happy to report very good customer service from Open Web. Had very positive discussion with management, received trial account, many advises, the problem is not their account but my heavily shaped line, please advise how to approach Telkom to remove P2P shaping.

Telkom doesn't have anything to do with shaping your line. Your line may have a fault on it which you would have to report to Telkom.

Have a look at the tool on this thread: http://mybroadband.co.za/vb/showthread.php/607090-quot-Is-it-my-Line-quot-Report-Tool

Run that program and post the results here.

 

[karele]

Be prepared for loads of ISP<-->Telkom to blame.
Shaping as stated by others is only Telkom if they are your ISP (internet service provider). In your case its openweb.
If they used the term shaping, be wary that they don't try and back pedal saying that the exchange is congested or such nonsense, use the tool stated above it will give you a general feeling of the condition of your line through the Telkom bit of the initial connection.

 

[MartyMarts]

I have joined this forum with one specific purpose, to share my troubles with OpenWeb

Happy to report very good customer service from Open Web.

Umm...

 

[ProfA]

Happy to report very good customer service from Open Web. Had very positive discussion with management, received trial account, many advises, the problem is not their account but my heavily shaped line, please advise how to approach Telkom to remove P2P shaping.

I smell troll, but will give you the benefit of the doubt.

If OW told you to approach Telkom to sort out shaping, they are screwing you over. RUN for the hills and don't look back.

 

[Batista]

Happy to report very good customer service from Open Web. Had very positive discussion with management, received trial account, many advises, the problem is not their account but my heavily shaped line, please advise how to approach Telkom to remove P2P shaping.

URM ....
Its Openweb that does the throttling.Telkom managers the line and has nothing to do with shaping of your traffic, unless you are somehow with Telkom ISP now.

 

[Batista]

URM ....
Its Openweb that does the throttling.Telkom managers the line and has nothing to do with shaping of your traffic, unless you are somehow with Telkom ISP now.

DO yourself a favor and just sign up with axxess and get them to manage the line aswell, so that you dont have to talk to telkom ever again.Trust me.

 

[patrick123]

Happy to report very good customer service from Open Web. Had very positive discussion with management, received trial account, many advises, the problem is not their account but my heavily shaped line, please advise how to approach Telkom to remove P2P shaping.

So they did not succeed in dazzling you with brilliance, but went instead and baffled you with bull****!! Seems like they are taking pages out of our Number 1's book!

 

[Without OpenWeb]

Thank you all, finally some real advise and not just grammar and spelling lessons. No, i am not a troll, i had real problem with OW customer service, was awful first, but then proper conversation with a manager took place, which left me with the positive aftertaste, although did not solve my problem. The fact is that my p2p was exactly as bad on Telkom uncapped, Telkom capped and OW, while on all 3 my browsing and streaming were very good. Speed test nearly always 3.2 Mbps and above (on 4Mbps line), local ping 12, international around 200.
Now I used programm recommended here and that is what I get:
"Line running perfectly, average ping 20"
But my torrents are max 60kB/s now (1 am), on Telkom uncapped, capped and OW, no difference. S/L ratios on these torrents 3-5, 7 sometimes. Just several months ago it was 300+ always on Telkom, before I reach 200Gig or so, now I used 20 Gig per month and p2p 10 times lower. Any real advise, please do not comment on grammar, presentation style, etc.

 

[Without OpenWeb]

Some stats to add to previous post
ing results for last hop before account switches to ISP's hardware (Hop 2 on Tracert)

Pinging 196.210.147.1 with 32 bytes of data:
Reply from 196.210.147.1: bytes=32 time=12ms TTL=254
Reply from 196.210.147.1: bytes=32 time=214ms TTL=254
Reply from 196.210.147.1: bytes=32 time=15ms TTL=254
Reply from 196.210.147.1: bytes=32 time=13ms TTL=254
Reply from 196.210.147.1: bytes=32 time=11ms TTL=254
Reply from 196.210.147.1: bytes=32 time=11ms TTL=254
Reply from 196.210.147.1: bytes=32 time=11ms TTL=254
Reply from 196.210.147.1: bytes=32 time=13ms TTL=254
Reply from 196.210.147.1: bytes=32 time=11ms TTL=254
Reply from 196.210.147.1: bytes=32 time=13ms TTL=254
Reply from 196.210.147.1: bytes=32 time=26ms TTL=254
Reply from 196.210.147.1: bytes=32 time=12ms TTL=254
Reply from 196.210.147.1: bytes=32 time=11ms TTL=254
Reply from 196.210.147.1: bytes=32 time=11ms TTL=254
Reply from 196.210.147.1: bytes=32 time=11ms TTL=254
Reply from 196.210.147.1: bytes=32 time=11ms TTL=254
Reply from 196.210.147.1: bytes=32 time=18ms TTL=254
Reply from 196.210.147.1: bytes=32 time=11ms TTL=254
Request timed out.
Reply from 196.210.147.1: bytes=32 time=12ms TTL=254
Reply from 196.210.147.1: bytes=32 time=11ms TTL=254
Reply from 196.210.147.1: bytes=32 time=11ms TTL=254
Request timed out.
Reply from 196.210.147.1: bytes=32 time=15ms TTL=254
Request timed out.
Request timed out.
Reply from 196.210.147.1: bytes=32 time=12ms TTL=254
Reply from 196.210.147.1: bytes=32 time=12ms TTL=254
Request timed out.
Reply from 196.210.147.1: bytes=32 time=11ms TTL=254

Ping statistics for 196.210.147.1:
Packets: Sent = 30, Received = 25, Lost = 5 (16% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 214ms, Average = 20ms

Tue 04/01/2014 1:01:09.23

 

[Without OpenWeb]

Now, bought Axxess 30gig , this is supposed to be completely unshaped, right? The p2p with S/L 4-5 does not go above 80 kBps, how is this possible?