Openweb - whats the deal????

[Intro]

Well where do I start? What is the deal with poor customer service these days? To say that I'm ticked off at Openweb is an understatement!

I bought a 30GB local account from Openweb at the beginning of February, faxed the proof of payment to them as usual and received no e-mail or any form of communication giving me my account details after 3 days.
I tried phoning them about 12 times but the number didn't work, I e-mailed support at least 5 times but no reply, faxed proof of payment AGAIN.
After A MONTH of ongoing struggle they FINALLY pick up the phone, the person who assisted me told me that he would make sure their accounts dept. would phone me the next day as they could not find me on the data base - yeah right, they mail me a invoice every month but I'm not on the data base??!!!

So 3 DAYS later no reply, I phone them, they actually pick up the phone and after speaking to the same person again he immediately assigns me to an account and gives me the datails over the phone.
After all this effort I find out today that they assisgned me a 10GB account when my cap ran out!!! So lemme guess, back to square 1??

Customer service is a joke to these guys, support is a pie in the sky!!
Never again.

Is it just me or has this happened to anyone else? And please can anyone please recommend a good ISP with reasonable prices on local cap?

Thanks

 

[cerebus]

Yeah I'm getting really unhappy with them as well. My internet was completely shut off this morning and I can't get through to their helpline at all.

 

[StevenC]

Cancelling with them this month after waiting 3 months for them to fix my VPN running at dial up speeds.

The only way I can achieve full speed is if I run torrents or multiple thread http downloads. Weird hey?

 

[Necuno]

The only way I can achieve full speed is if I run torrents or multiple thread http downloads. Weird hey?

i always gotten that with any download attempt on any isp. its very remote that you would get from a single connection full line speed....

 

[Russ4]

After A MONTH of ongoing struggle they FINALLY pick up the phone, the person who assisted me told me that he would make sure their accounts dept. would phone me the next day as they could not find me on the data base - yeah right, they mail me a invoice every month but I'm not on the data base??!!!

I'm also R89 in the hole with them. I paid with my Credit Card (which was charged), but when I try to activate my account it says I don't have sufficient funds. After 3 days (and over 20 phone calls) I was finally able to get a hold of someone who took my details and said someone would get back to me. That was last week.

 

[MrBEEP]

Hi Friends

Kindly mail me directly on [email protected] and I will investigate.

We always strive to provide the best customer service, and sometimes, due to communication problems, this can go wrong. We will naturally resolve this problem and continue to strive for the best.

I look forward to hearing from you.

Kind regards
MrBEEP

P.S, StevenC, if you would like to cancell, please email me before the 20th so that I can process the cancellation for end March. It is such a pity that we could not resolve your VPN problem. We have so many happy clients using the VPN everyday

 

[Unimpressed]

People we are preaching to the choir here... After having dealt with 4 diff providers in the past 6 months I can tell you 100% fact that OpenWeb still has the worst service... Axxess is about the best!

 

[KALSTER]

VPN running at dial up speeds.

The only way I can achieve full speed is if I run torrents or multiple thread http downloads. Weird hey?

I have been getting that too! I have been thinking that it has something to do with Seacom or something, since my telkom adsl at work is also pretty slow.

Normal http browsing is pretty slow, but speedtest.net gives slightly reduced, but still acceptible speeds. One thing that is way off is latency, which is supposed to be good on the VPN since it is unshaped. I get like 200 - 300 ms in SA and up to 800ms to the UK. Telkom adsl is the same though.

Is there something wrong with http browzing on the VPN? Is it rather an IS problem MrBeep?

 

[ijack]

I have the totally opposite experience with OpenWeb. I have received the worst service from Axxess and made a vow to NEVER use their services ever again! I used them for almost 2 years, and it was horrid! You can never get hold of them when you need them most!

I got myself a VPN account from Openweb and for the price am very happy! I have had very few issues and when a small problem about a month ago cropped up, Edwin I think his name is, sorted it out quickly!

 

[StevenC]

Look, when the VPN worked for me it was great. Best ping times in WoW and I could download at full line speed without having to use a download manager like Flashget to multithread it.

The problem started in January and I now have terrible latency in WoW whenever I have more than 5 people around me. I have wasted all that game time being unable to raid as I get instantly disconnected as soon as everyone starts casting.

There is nothing wrong with my line. The onus is solely on Openweb and Verizon who cannot figure out the problem.

Other than that, I have had satisfactory service from Openweb and I will recommend them to anyone. MrBeep is a real stand up chap who does go the extra mile for his clients.

 

[fishfly]

openweb has been pretty decent for me except for the times where I have to notify them to activate my account each time I've made an advance payment... Surprising to say they even respond on sundays!

 

[cerebus]

Ah well today at least they were pretty good, got back to me promptly and sorted out my issue. I am propitiated.

 

[Intro]

Hi Friends

Kindly mail me directly on [email protected] and I will investigate.

We always strive to provide the best customer service, and sometimes, due to communication problems, this can go wrong. We will naturally resolve this problem and continue to strive for the best.

I look forward to hearing from you.

Kind regards
MrBEEP

I phone your offices today, got through on the 4th attempt, spoke to
one of the guys there and once again I was promised that they would look into it and notify me via e-mail shortly or at least the same day on whats going on....guess what?? NO REPLY. NO ONE EVER REPLIES!

- MrBEEP I will contact you and we'll see......

 

[StevenC]

Emailing MrBeep is your best bet. I gave up on phoning a long time ago!

 

[MrBEEP]

Hey Intro

Have we managed to solve your problem?

I look forward to hearing from you.

Kind regards
MrBEEP

I phone your offices today, got through on the 4th attempt, spoke to
one of the guys there and once again I was promised that they would look into it and notify me via e-mail shortly or at least the same day on whats going on....guess what?? NO REPLY. NO ONE EVER REPLIES!

- MrBEEP I will contact you and we'll see......

 

[Intro]

Hey Intro

Have we managed to solve your problem?

I look forward to hearing from you.

Kind regards
MrBEEP

Yes, seems like it, thank you. It would seem that these issues stated above
is more staff related than anything else...perhaps something that needs a bit of attention, but thats just my personal opinion...
However I am greatful for your assistance, this is the way things should be done, fast and painless!! Makes me smile.

I just have 1 question however. What assurance do I have that this will not happen again in future?
I'm not trying to end this in a negative way but I am curious as how you plan to prevent these issues from occuring.
I am aware that things cannot and will not go 100% as planned sometimes, but in this case it just seems a bit.. well...extreme.

Your help is appreciated.

Regards
Intro

 

[MrBEEP]

Hi Intro

I have addressed most of the items brought up, and have trust in my staff that a repeat performance will not be necessary.

I thank you for your business.

Kind regards
MrBEEP

Yes, seems like it, thank you. It would seem that these issues stated above
is more staff related than anything else...perhaps something that needs a bit of attention, but thats just my personal opinion...
However I am greatful for your assistance, this is the way things should be done, fast and painless!! Makes me smile.

I just have 1 question however. What assurance do I have that this will not happen again in future?
I'm not trying to end this in a negative way but I am curious as how you plan to prevent these issues from occuring.
I am aware that things cannot and will not go 100% as planned sometimes, but in this case it just seems a bit.. well...extreme.

Your help is appreciated.

Regards
Intro