OpenWeb Gold and throttled

MrBEEP said:
I'm afraid we cannot identify you based on a forum post.
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:confused: Surely your email system provides a search function? Or even sort by subject? There are like 2 pages worth of unique email conversation in OP.

Sure 130gigs is excessive, but that is no excuse for these kinds of useless responses. Speedtests are timing out & the response is buy after hours uncapped? 20kbps on HTTP and its blamed on shaping? Purposefully ignoring OP while helping everyone else? WTF

I'd be seriously pissed at this stage...
 
MrBEEP said:
I'm afraid we cannot identify you based on a forum post.
Click to expand...
HavocXphere said:
:confused: Surely your email system provides a search function? Or even sort by subject? There are like 2 pages worth of unique email conversation in OP.

Sure 130gigs is excessive, but that is no excuse for these kinds of useless responses. Speedtests are timing out & the response is buy after hours uncapped? 20kbps on HTTP and its blamed on shaping? Purposefully ignoring OP while helping everyone else? WTF

I'd be seriously pissed at this stage...
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I mweb can :erm:
 
MrBEEP said:
Hello,

We purchase capacity opposed to accounts from some networks, thus when you view stats, you are seeing raw capacity stats opposed to your own. There are a few cases where we had to provide a single logon to activate folks due to problems we were experiencing with radius. However, this was resolved quite a while back.

You do not share bandwidth with a partner. Each connection is shaped according to total capacity available. Shaping is by IP, not by username.
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A couple of friends of mine investigated this and it turns out that your uncapped specials (where you offer 200 accounts at a certain price) all shares the same login details and are normally on the BCS network. BCS confirmed that they do not sell raw bandwidth, only accounts. The same goes for Vodacom accounts...but in addition Vodacom wholesale forwarded pricing for their uncapped services. Let's just say that your "gold" pricing was in some cases far less than the wholesale pricing. A username was provided to Vodacom after which they confirmed that there was multiple logins on the account, from different locations. Vodacom also confirmed that they do not condone multiple logins per account as the service will degrade and they won't be able to guarantee the performance.

If your clients are seeing "raw capacity stats", with multiple logins, then how come Afrihost and Axxess (and any other providers for that matter) doesn't have the problem?
 
The raw stats is an issue we are working on, which will be resolved with the launch of our new CP later this year.

We do not have the same agreements that the other ISP's have with our upstream providers. We sell multiple networks, where some ISP's only sell access to one specific network.

However, as per the latter, the raw bandwidth stats is a problem which will be addressed.

Captain Morgan said:
A couple of friends of mine investigated this and it turns out that your uncapped specials (where you offer 200 accounts at a certain price) all shares the same login details and are normally on the BCS network. BCS confirmed that they do not sell raw bandwidth, only accounts. The same goes for Vodacom accounts...but in addition Vodacom wholesale forwarded pricing for their uncapped services. Let's just say that your "gold" pricing was in some cases far less than the wholesale pricing. A username was provided to Vodacom after which they confirmed that there was multiple logins on the account, from different locations. Vodacom also confirmed that they do not condone multiple logins per account as the service will degrade and they won't be able to guarantee the performance.

If your clients are seeing "raw capacity stats", with multiple logins, then how come Afrihost and Axxess (and any other providers for that matter) doesn't have the problem?
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We cannot search for a clients personal information on this forum.

He must please email our support department so that we can resolve his problem.

HavocXphere said:
:confused: Surely your email system provides a search function? Or even sort by subject? There are like 2 pages worth of unique email conversation in OP.

Sure 130gigs is excessive, but that is no excuse for these kinds of useless responses. Speedtests are timing out & the response is buy after hours uncapped? 20kbps on HTTP and its blamed on shaping? Purposefully ignoring OP while helping everyone else? WTF

I'd be seriously pissed at this stage...
Click to expand...
 
Email sent again, again. Considering how emails have a tendency to "not reach them", I'm not holding my breath.
 
I don't hope you still holding your breath. Any feedback?
 
Pr⊕phet;7934636 said:
I don't hope you still holding your breath. Any feedback?
Click to expand...

Well I did finally get a response, and I was moved to a VB account. So far so good, no more throttling during the day and browsing is fine now. I'm still a bit miffed that it took this long to sort out, but I'm slowly getting over it.
 
efitol said:
Well I did finally get a response, and I was moved to a VB account. So far so good, no more throttling during the day and browsing is fine now. I'm still a bit miffed that it took this long to sort out, but I'm slowly getting over it.
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Dunno why you just didn't ask (or did you?) in the beginning to be switched?
 
Throttled to a standstill. There is no way I have done more than 10gigs....it takes me a full day to download 1gig at top speed on my line. So why bother. I live in Randburg, and thanks to Telkom I can only get 364k line. The nearest exchange is across the road, my nearest exchange is 6km away.....so when my line gets throttled I would get faster speeds on dialup. It's unreasonable.
 
Hi Imagine,

OpenWeb Gold accounts are not throttled. If you are experiencing a problem, please email [email protected] so that we can take a look.

Imagine101011 said:
Throttled to a standstill. There is no way I have done more than 10gigs....it takes me a full day to download 1gig at top speed on my line. So why bother. I live in Randburg, and thanks to Telkom I can only get 364k line. The nearest exchange is across the road, my nearest exchange is 6km away.....so when my line gets throttled I would get faster speeds on dialup. It's unreasonable.
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ngadao08 said:
Isnt throttling and shaping the same thing?
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No. My line is 384kbps - 38kB/s.
Throttling --- everything run slower. 38kB/s full speed at night, but during the day everything run no faster than 15-18kB/s as in throttled.
Shaping --- some downloads are slower, others stay full speed. Example: P2P shaped to 3kB/s and NNTP to 15kB/s daytime, but http and general web browsing full speed 24/7.
 
Glad its sorted out.

Thread isn't exactly Openweb's finest hour though...

MrBEEP said:
We cannot search for a clients personal information on this forum.
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I'm guessing you mean that you *can* search this but choose not to do so in order to respect the clients privacy? Thats about the most generous interpretation of it that I can think of.
 
I'm afraid I am not aware of this facility. Please provide instructions on how I can retrieve the OP personal details via the forum? This feature would assist us with forum support.

HavocXphere said:
Glad its sorted out.

Thread isn't exactly Openweb's finest hour though...


I'm guessing you mean that you *can* search this but choose not to do so in order to respect the clients privacy? Thats about the most generous interpretation of it that I can think of.
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I have the same issue with a Platinum Uncapped 4Mbps account. I just emailed support and lets see what will be the response.
 
MrBEEP said:
I'm afraid I am not aware of this facility. Please provide instructions on how I can retrieve the OP personal details via the forum? This feature would assist us with forum support.
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:wtf::wtf::wtf:

/Not sure if trolling

You copy a unique phrase/timestamp from the 2 pages of emails OP provided & use that to search your emails for equivalent one on your email system. That will be signed with his real name and/or be attached to a specific customer account. ISPs usually RICA customers so you should have ID number, DoB etc on file.
 
ISPs rica customers? Seriously? Never happened to me.
 
MrBEEP said:
I'm afraid I am not aware of this facility. Please provide instructions on how I can retrieve the OP personal details via the forum? This feature would assist us with forum support.
Click to expand...

Shall we start with a lvl 1 system:

In it's simplest forms you keep name, surname and forum nick.

John is known is pinkie. Open excel sheet, search columns, find pinkie and find John.

We can step that up a bit and rather use a DataBase. Now write a query that would return user, but except a parameter as forum nick.

If no results returned follow up with user and link the details.

...now you see that was not so hard, even a junior developer could set this up. Additionally on registration ask for nick ;)
 
Too few of our clients have MyBroadband accounts, thus to make a MyBroadband nick field standard on profile signup will not be a good idea. We can however offer it as a field when clients update their profiles.

I have done the search as suggested HavocXphere, however, no direct match to the emails are found.

Your idea has room for error.

Linking client profiles to nicknames, that is something we can look at.

Pr⊕phet said:
Shall we start with a lvl 1 system:

In it's simplest forms you keep name, surname and forum nick.

John is known is pinkie. Open excel sheet, search columns, find pinkie and find John.

We can step that up a bit and rather use a DataBase. Now write a query that would return user, but except a parameter as forum nick.

If no results returned follow up with user and link the details.

...now you see that was not so hard, even a junior developer could set this up. Additionally on registration ask for nick ;)
Click to expand...
 
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