Speed issue with Opebweb VPN

[nyx__]

Support issue with OpenWeb

I have the 512k 10GB VPN package from OpenWeb. It's been fine for a few months, but for the last 2 weeks I've been getting dismal speeds (Max 20KB/s, average 10KB/s, min 1.5KB/s). This has been quite an issue for me as I need the Internet for work.

But that's not the reason I'm actually writing this post.
The reason for this post is the support - or rather lack thereof - that I've received.
I've been calling/emailing everyday this week and when I did manage to get through (on Tuesday), I was told that the guy couldn't do anything, but would get a diagnostic run on my line and get back to me. He never did. So I tried calling again on Wednesday and their line is engaged all day, so I sent an email. No reply.
Try again on Thursday, line still engaged, so I email again. I get a email back saying my line is "working like a charm" and that I should try a guest account. The guest account didn't work and my speed was now averaging 5KB/s.
So I send another email and am told it should be working. It isn't. So I email back. No reply. Another email. No reply.
This morning, still no reply and their line is engaged. Send another email.
Still waiting.

So my advice is, if you don't mind Internet that works most of the time (because their VPN is a good deal) and also don't mind troubleshooting your own connection then go for OpenWeb.

If somehow you think customers shouldn't have to beg for support, then perhaps choose a different ISP.

 

[StevenC]

I concur. I have had the same problem for the last two weeks and have tried all sorts of tests on guest accounts but to no avail.

MrBeep has been great but unfortunately the problem has not been resolved, which is what really matters as I am unable to download anything that isn't a torrent or play WoW seriously.

The VPN is a good deal but unfortunately it does have issues.

On a side note Nyx - where abouts do you stay as there have been issues with exchanges in certain suburbs in Cape Town and the international link in Bellville has been buggered for the past few days / week and could be the cause of our problems.

MrBeep has been trying hard to resolve this problem but unfortunately Openweb is just the reseller of a whole lot of packages with the VPN being the end result. If one of the providers cocks up, the whole lot crumbles.

 

[MrBEEP]

Hi nyx_

Welcome to MyADSL. I am glad to see you have registered as a posting member.

I am sorry to read the title of this thread though, as I work really hard to provide the best service and support. I always reply to every single email received. I have never once ignored an email. If you do not receive the reply, it is most probably a delivery issue.

Some clients have had problems with the VPN, but we deal with this on a case by case basis, as the problem has not been the same for all the clients.

Many folks are currently happily downloading on the VPN.

I am sorry for any inconvenience caused. Kindly mail me directly on [email protected] so that I can further assist.

Kind regards
MrBEEP

I have the 512k 10GB VPN package from OpenWeb. It's been fine for a few months, but for the last 2 weeks I've been getting dismal speeds (Max 20KB/s, average 10KB/s, min 1.5KB/s). This has been quite an issue for me as I need the Internet for work.

But that's not the reason I'm actually writing this post.
The reason for this post is the support - or rather lack thereof - that I've received.
I've been calling/emailing everyday this week and when I did manage to get through (on Tuesday), I was told that the guy couldn't do anything, but would get a diagnostic run on my line and get back to me. He never did. So I tried calling again on Wednesday and their line is engaged all day, so I sent an email. No reply.
Try again on Thursday, line still engaged, so I email again. I get a email back saying my line is "working like a charm" and that I should try a guest account. The guest account didn't work and my speed was now averaging 5KB/s.
So I send another email and am told it should be working. It isn't. So I email back. No reply. Another email. No reply.
This morning, still no reply and their line is engaged. Send another email.
Still waiting.

So my advice is, if you don't mind Internet that works most of the time (because their VPN is a good deal) and also don't mind troubleshooting your own connection then go for OpenWeb.

If somehow you think customers shouldn't have to beg for support, then perhaps choose a different ISP.

 

[antowan]

Mod note:Thread title changed to make it clear as to what it is about...

 

[nyx__]

Just to clarify, my problem is not the speed because I understand that that is not wholly the fault of OpenWeb, my issue is with the terrible service.
I mean, not only is the number for the support line only available online (which doesn't help if your Internet doesn't work), but it is near impossible to get through. So one has to email (also doesn't help if your Internet doesn't work). And emails (despite what you say MrBeep) do not get answered punctually or even at all.

So to reiterate, while the speeds are an issue, the real problem is that I had to struggle and fight and waste my time trying to get some sort of support from OpenWeb.

 

[MrBEEP]

Hi nyx_

I will have the call centre tested. There were a whole new set of lines installed last month which should be able to assist with the growth we have experienced.

Email wise, I try and reply as quickly as possible to mails sent to [email protected] and [email protected]

[email protected] is manned by my most loved staff I will test this channel as well.

Kind regards
MrBEEP

Just to clarify, my problem is not the speed because I understand that that is not wholly the fault of OpenWeb, my issue is with the terrible service.
I mean, not only is the number for the support line only available online (which doesn't help if your Internet doesn't work), but it is near impossible to get through. So one has to email (also doesn't help if your Internet doesn't work). And emails (despite what you say MrBeep) do not get answered punctually or even at all.

So to reiterate, while the speeds are an issue, the real problem is that I had to struggle and fight and waste my time trying to get some sort of support from OpenWeb.

 

[nyx__]

Just to round off:

Got an email from MrBeep yesterday with a guest account to use till mine's sorted out. So thank you MrBeep.

 

[scavern]

good luck with that. i was given a guest account as well .... then it was promptly cancelled. i have had enough of openweb, so i have cancelled my account.

 

[ijack]

Well, my VPN is flying, and with one less person on the network im sure my speed is going to be even better.

Bye bye hogger!

People that give up so easily really work on my nerves.

good luck with that. i was given a guest account as well .... then it was promptly cancelled. i have had enough had enough of openweb, so i have cancelled my account.

 

[scavern]

You must be joking. I have been fighting with this since the 11/01. I was paying for a service that I was not getting.

 

[ijack]

Well mine is fineand with one less person will get even faster!

YAY!!!!