Before reading, I would prefer this to all be my fault and I am missing a setting, all I want is a functional Internet. Not being able to use Google, Gmail and Whatsapp is not functional at all to me.
Wish I had found this thread(http://mybroadband.co.za/vb/showthread.php/615460-OpenWEB-Terrible?p=15022528#post15022528) before signing up with Openweb.
I cannot access Gmail or Google , Youtube is a no go.
They are claiming that I am downloading but I only have 2 mobile phones on the Wifi most of the time with 1 PC which despite being connected via Ethernet has the worst connection.
Whatsapp when at home doesnt allow sending or receiving images... DID I MENTION YOU CANNOT ACCESS GOOGLE EVEN TO SEARCH.
Im on the 4mbs Uncapped Line and it was showing 1.5mb DL but that magically changed to 3.5mb after one of my many unanswered complaints. BTW, I only get 3.5mb on Speedtest.net strangely... Its almost like they give you a fast lane so that your connection looks better than it is.
The customer rep Zelda doesnt seem to have a clue as to anything regarding tech hardware software or anything.
I told her I had 2 phones on the WIFI and 1 PC wired.
She told me the phones were not working because they are analogue... FFS
Thought I'd add their excuses from this week alone:
-Are you still connected to the previous ISP.
-Maybe Telkom has not remapped your ports.
Internal Openweb ticket Messages:
- What is your ADSL username please? Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-Your account type is : 4Mbps Home Uncapped Kindly see below the comparative to this account, please come back to me Home uncapped - (more entry level users account) http://openweb.co.za/home-uncapped/ Scheduled downloads daily between 00:00 and 07:00 Home uyncapped PLUS - http://openweb.co.za/home-uncapped-plus/ Scheduled downloads daily between 00:00 and 07:00 Super Priority on Streaming between 19:00 and 07:00 daily Super Priority on Game Play daily between 19:00 and 07:00 Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-Kindly stop all downloading during peak network hours so that shaping does not affect your account perfromance. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive (PC HAS BEEN OFF FOR SEVERAL HOURS)
-It takes about an hour or so for the account to reset from shaping. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-Are you the only user? Do you have an internet download manager? Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-The phone runs on analogue and the PC runs on digital. The internet usage that happens in the day, what causes that, is it streaming? Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive (MY RESPONSE - Cellphone... its not analogue and uses the wifI)
- are all your tests based on wifi speeds? Kindly do not use wifi in the below: Kindly perform a local speedtest here and send us the results: http://www.speedtest.net Kindly perform a tracert to www.openweb.co.za and forward us the results The internet usage that happens in the day, what causes that, is it streaming? Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-Kindly perform a tracert to www.openweb.co.za and forward us the results Is there often streaming? Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-Thank you Kindly perform a tracert to www.openweb.co.za and forward us the results [/email] Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-A phones lack of whatsup working is not ADSL related but wireless connectivity and phone settings related. Kindly confirm your PC's internet connectivity is working well. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-Please tell me exactly what is wrong? Gmail - this is software related. Wifi - this is installation related. Whatsup - this is phone and wifi related. We can only assist with your actual data account performance received from the PC that is connected via a cable to the router. Kindly perform the tracert on this specific PC please. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
Update: 7pm on the dot, Whatsapp and Gmail is now working. I basically have no broadband service between 7am and 7pm .
If you need to use any web services between 7am and 7pm DO NOT USE OPENWEB
Update 2 : At 7:18pm Zelda messaged to say that my account has now been reset and I should reset my router in 30min, connection promptly went down and has now come up 1hr later.
I managed to fire off a message before the connection dropped and got the reply when it came back online.
Me: It is 7pm and Whatsapp and Gmail and Google is working. Why are you blocking basic browsing from 7am to 7pm.
Zelda: I have reset your account, kindly reboot your router for 30 minutes please. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
me: What are you talking about?????? Did you even read my message. I said that at 7pm on the dot WhatsApp and gmail and google all started working which means that Openweb has been blocking my connection from 7am to 7pm everyday. Phone me now on xxxxxxx to explain these ridiculous responses else we will need to proceed asap with cancelling the account and Full refund.
Zelda:
Nothing is blocked on your account. I try to check your routing via a tracert, you dont want to give me one so I cannot assist there. All I am left with is resetting your account for better routing, if this does not work then perhaps it would be an idea to phone one of the technicians in the day and get them to go through all your settings with you All you do is phone and request a technician to phone you back for setting up, they will use their phone expense Our Phone Call Center is open from Monday to Friday (08:30am - 17:00pm) TEL: 0861 22 44 66 Kindly note that streaming and downloading may cause shaping. It is best to schedule updates for later in the evening and downloads between 00H00 and 6am. High protocol downloads need to stop latest 7am. This morning only stopped at 8am. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive Reply [2015/04/16 05:23:08 PM]
Update 3:
Me: Please escalate to a manager before I lose my cool. I am flabbergasted. You are either extremely Inept or are actively trying to piss me off. You should not be allowed to administer IT related advice. Proceed with cancelling this account with FULL refund! I am absolutely disgusted. At 7pm I messaged you stating that Openweb was no longer actively blocking my browsing. At 7:18pm you reset my account which shut down all browsing for 30min plus. It is now back up.
Zelda: Thank you I have escalated this ticket to our senior support engineers to investigate further. Someone will be in touch as soon as possible. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care ExecutiveExecutive
Me: Im sorry, its been a week of this. Your customer service , knowledge and basic understanding of how computers and the internet work has been extremely poor. Please proceed with cancelling this account with FULL refund as you have not provided the service I paid for and have been actively blocking simple browsing such as google searches, gmail and whatsapp
Update 4:
Zelda: Hello, We are really sorry to hear that you wish to cancel. Is there perhaps anything we can do for you to convince you to stay as part of the OpenWeb family? If you would still like to cancel, please follow the below procedure: To confirm the cancellation, and for your cancellation reference number, please email your request to [email protected] We require one (1) calendar month’s notice. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care ExecutiveExecutive
Me:I am cancelling my account asap with full refund, you have not provided the service I paid for and have outright lied and used underhanded tactics . I expect this to be actioned by this afternoon else I will be contacting my bank and reporting you for fraud.
Zelda:Hello, We are really sorry to hear that you wish to cancel. Is there perhaps anything we can do for you to convince you to stay as part of the OpenWeb family? If you would still like to cancel, please follow the below procedure: To confirm the cancellation, and for your cancellation reference number, please email your request to [email protected] We require one (1) calendar month’s notice. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
Tried to login to gmail at 8am to send cancellation email and ... Doesn't work obviously , turned off WiFi and used MTN to send the email.
Wish I had found this thread(http://mybroadband.co.za/vb/showthread.php/615460-OpenWEB-Terrible?p=15022528#post15022528) before signing up with Openweb.
I cannot access Gmail or Google , Youtube is a no go.
They are claiming that I am downloading but I only have 2 mobile phones on the Wifi most of the time with 1 PC which despite being connected via Ethernet has the worst connection.
Whatsapp when at home doesnt allow sending or receiving images... DID I MENTION YOU CANNOT ACCESS GOOGLE EVEN TO SEARCH.
Im on the 4mbs Uncapped Line and it was showing 1.5mb DL but that magically changed to 3.5mb after one of my many unanswered complaints. BTW, I only get 3.5mb on Speedtest.net strangely... Its almost like they give you a fast lane so that your connection looks better than it is.
The customer rep Zelda doesnt seem to have a clue as to anything regarding tech hardware software or anything.
I told her I had 2 phones on the WIFI and 1 PC wired.
She told me the phones were not working because they are analogue... FFS
Thought I'd add their excuses from this week alone:
-Are you still connected to the previous ISP.
-Maybe Telkom has not remapped your ports.
Internal Openweb ticket Messages:
- What is your ADSL username please? Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-Your account type is : 4Mbps Home Uncapped Kindly see below the comparative to this account, please come back to me Home uncapped - (more entry level users account) http://openweb.co.za/home-uncapped/ Scheduled downloads daily between 00:00 and 07:00 Home uyncapped PLUS - http://openweb.co.za/home-uncapped-plus/ Scheduled downloads daily between 00:00 and 07:00 Super Priority on Streaming between 19:00 and 07:00 daily Super Priority on Game Play daily between 19:00 and 07:00 Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-Kindly stop all downloading during peak network hours so that shaping does not affect your account perfromance. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive (PC HAS BEEN OFF FOR SEVERAL HOURS)
-It takes about an hour or so for the account to reset from shaping. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-Are you the only user? Do you have an internet download manager? Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-The phone runs on analogue and the PC runs on digital. The internet usage that happens in the day, what causes that, is it streaming? Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive (MY RESPONSE - Cellphone... its not analogue and uses the wifI)
- are all your tests based on wifi speeds? Kindly do not use wifi in the below: Kindly perform a local speedtest here and send us the results: http://www.speedtest.net Kindly perform a tracert to www.openweb.co.za and forward us the results The internet usage that happens in the day, what causes that, is it streaming? Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-Kindly perform a tracert to www.openweb.co.za and forward us the results Is there often streaming? Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-Thank you Kindly perform a tracert to www.openweb.co.za and forward us the results [/email] Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-A phones lack of whatsup working is not ADSL related but wireless connectivity and phone settings related. Kindly confirm your PC's internet connectivity is working well. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
-Please tell me exactly what is wrong? Gmail - this is software related. Wifi - this is installation related. Whatsup - this is phone and wifi related. We can only assist with your actual data account performance received from the PC that is connected via a cable to the router. Kindly perform the tracert on this specific PC please. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
Update: 7pm on the dot, Whatsapp and Gmail is now working. I basically have no broadband service between 7am and 7pm .
If you need to use any web services between 7am and 7pm DO NOT USE OPENWEB
Update 2 : At 7:18pm Zelda messaged to say that my account has now been reset and I should reset my router in 30min, connection promptly went down and has now come up 1hr later.
I managed to fire off a message before the connection dropped and got the reply when it came back online.
Me: It is 7pm and Whatsapp and Gmail and Google is working. Why are you blocking basic browsing from 7am to 7pm.
Zelda: I have reset your account, kindly reboot your router for 30 minutes please. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
me: What are you talking about?????? Did you even read my message. I said that at 7pm on the dot WhatsApp and gmail and google all started working which means that Openweb has been blocking my connection from 7am to 7pm everyday. Phone me now on xxxxxxx to explain these ridiculous responses else we will need to proceed asap with cancelling the account and Full refund.
Zelda:
Nothing is blocked on your account. I try to check your routing via a tracert, you dont want to give me one so I cannot assist there. All I am left with is resetting your account for better routing, if this does not work then perhaps it would be an idea to phone one of the technicians in the day and get them to go through all your settings with you All you do is phone and request a technician to phone you back for setting up, they will use their phone expense Our Phone Call Center is open from Monday to Friday (08:30am - 17:00pm) TEL: 0861 22 44 66 Kindly note that streaming and downloading may cause shaping. It is best to schedule updates for later in the evening and downloads between 00H00 and 6am. High protocol downloads need to stop latest 7am. This morning only stopped at 8am. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive Reply [2015/04/16 05:23:08 PM]
Update 3:
Me: Please escalate to a manager before I lose my cool. I am flabbergasted. You are either extremely Inept or are actively trying to piss me off. You should not be allowed to administer IT related advice. Proceed with cancelling this account with FULL refund! I am absolutely disgusted. At 7pm I messaged you stating that Openweb was no longer actively blocking my browsing. At 7:18pm you reset my account which shut down all browsing for 30min plus. It is now back up.
Zelda: Thank you I have escalated this ticket to our senior support engineers to investigate further. Someone will be in touch as soon as possible. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care ExecutiveExecutive
Me: Im sorry, its been a week of this. Your customer service , knowledge and basic understanding of how computers and the internet work has been extremely poor. Please proceed with cancelling this account with FULL refund as you have not provided the service I paid for and have been actively blocking simple browsing such as google searches, gmail and whatsapp
Update 4:
Zelda: Hello, We are really sorry to hear that you wish to cancel. Is there perhaps anything we can do for you to convince you to stay as part of the OpenWeb family? If you would still like to cancel, please follow the below procedure: To confirm the cancellation, and for your cancellation reference number, please email your request to [email protected] We require one (1) calendar month’s notice. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care ExecutiveExecutive
Me:I am cancelling my account asap with full refund, you have not provided the service I paid for and have outright lied and used underhanded tactics . I expect this to be actioned by this afternoon else I will be contacting my bank and reporting you for fraud.
Zelda:Hello, We are really sorry to hear that you wish to cancel. Is there perhaps anything we can do for you to convince you to stay as part of the OpenWeb family? If you would still like to cancel, please follow the below procedure: To confirm the cancellation, and for your cancellation reference number, please email your request to [email protected] We require one (1) calendar month’s notice. Kind regards, Zelda Coetzee OpenWeb.co.za Client Care Executive
Tried to login to gmail at 8am to send cancellation email and ... Doesn't work obviously , turned off WiFi and used MTN to send the email.
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