OpenWeb ADSL Feedback Thread

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Paul Hjul said:
Imagine if the guy was with MWEB?
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At least with MWEB I can phone and speak to someone in the accounts department. With OpenWeb this is not possibility, they cant transfer a call to the accounts department and no direct number to call.
 
Hello slainsavage,

Firstly, a very warm welcome to MyBroadband. This is the second time in a week that OpenWeb has been the inspiration for a new MyBroadband signup! One brownie point to us!

Seen that we are focusing on Hellopeter, I note that before your post on Hellopeter, there was one negative (of someone complaining about a Mary - We do not have a Mary working for us, thus it's probably a bored individual or opposition party that posted that one), there are 7 compliments about our excellent service.

Of course, this does not excuse any potentially bad service you might've experienced. My number 1 priority is to investigate your matter personally, and get to the bottom of it.

I will however request that this thread is moved into the Main OpenWeb Feedback thread, as I do find these different threads warning folks of the armageddon of OpenWeb quite cumbersome in following. I like keeping it all in one main thread, which allows us to respond more rapidly.

I must also point out that the moment you email our cancellations email address, you are automatically, and within no more than 2 minutes assigned with your cancellation reference number. This is an automatic process that requires no human intervention from our side. If you did not receive this auto response, please check your spam filter. We test this system daily and can confirm it is working for the 4 x other folks that have cancelled this month :)

If you are still unsatisfied, kindly drop me a PM so that I can look into the matter for you.

slainsavage said:
you do have a point if I was the only person experiencing problems when it comes to cancellations. If you look at HelloPeter one of the complaints was from a user of OpenWeb that fought for over two week. I am not the only one that is experiencing bad service from OpenWeb when it comes to cancelling a account.

This is bad service regardless which way you try to look at it. By the way why do you think I am cancelling in the first place there is other problems that I was having with this ISP but never have I came across a company where it is so hard to get a confirmation on a cancellation. It is also the first company that I have encounter where they dont have the abbility to transfer one's call or to give the number of someone to talk to in the accounts department.
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LOL, I'm not going to argue that two days isn't long, I second Tinuva's post, but back in the day when I singed up with Nashua for dsl, I cancelled after a year eventually. Everything went as smooth as you can get, except for about 2 years after the cancellation, after I moved to MWEB, I haven't been charged for my line. Apparently, Nashua never migrated my line back to Telkom. I came across this problem trying to upgrade my line speed. In the end, it took my 3 Months to actually get a response from Nashua just to figure out wth went on with my line...
 
Epelep said:
LOL, I'm not going to argue that two days isn't long, I second Tinuva's post, but back in the day when I singed up with Nashua for dsl, I cancelled after a year eventually. Everything went as smooth as you can get, except for about 2 years after the cancellation, after I moved to MWEB, I haven't been charged for my line. Apparently, Nashua never migrated my line back to Telkom. I came across this problem trying to upgrade my line speed. In the end, it took my 3 Months to actually get a response from Nashua just to figure out wth went on with my line...
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And that's why you never give your line to your ISP.
 
DJ... said:
I'm not denying that it's terrible service. I've had it from Openweb before. I've also had great service too.

My gripe is that the issue doesn't warrant such an overly dramatic headline. One expects there to be some detailed story of how pathetic they are. Instead, this bloke didn't get a reply to his email for two days. You'd get far more support from the forum and assistance from the official Openweb rep if the headlines are accurate and not filled with unnecessary dramatics.

Anyways, enough derailing. Hopefully the email is replied to...
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I understand where you coming from but it might seem like 2 days is not a big deal but if you take into account the other people that had the same problem where it took the one client over two weeks I wanted to get this sorted out before it becomes days and weeks.

OpenWeb compared to Afrihost and WebAfrica:

with Afrihost and WebAfrica I can change the password for my ADSL user account via the respective control panel but this is not possible with OpenWeb's control panel.
with Afrihost and WebAfrica I can cancel a service from their control panel, in OpenWeb this is not possible
with Afrihost and WebAfrica I can talk to someone in the accounts department if needed this is not possible with OpenWeb.
with OpenWeb using a uncapped account it is not possible to see data usage

This is just to highlight a few points where OpenWeb is behind their competition.
 
MrBEEP said:
Hello slainsavage,

Firstly, a very warm welcome to MyBroadband. This is the second time in a week that OpenWeb has been the inspiration for a new MyBroadband signup! One brownie point to us!

Seen that we are focusing on Hellopeter, I note that before your post on Hellopeter, there was one negative (of someone complaining about a Mary - We do not have a Mary working for us, thus it's probably a bored individual or opposition party that posted that one), there are 7 compliments about our excellent service.

Of course, this does not excuse any potentially bad service you might've experienced. My number 1 priority is to investigate your matter personally, and get to the bottom of it.

I will however request that this thread is moved into the Main OpenWeb Feedback thread, as I do find these different threads warning folks of the armageddon of OpenWeb quite cumbersome in following. I like keeping it all in one main thread, which allows us to respond more rapidly.

I must also point out that the moment you email our cancellations email address, you are automatically, and within no more than 2 minutes assigned with your cancellation reference number. This is an automatic process that requires no human intervention from our side. If you did not receive this auto response, please check your spam filter. We test this system daily and can confirm it is working for the 4 x other folks that have cancelled this month :)

If you are still unsatisfied, kindly drop me a PM so that I can look into the matter for you.
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Thanks for this reply. I did receive a automated email shortly after sending my email to [email protected]. I had a question in this mail but this automated mail only contained a ticket number and not a cancellation number that your term and condition refers to.

If the ticket number is the cancellation number this should be made more clear as normally a ticket number normally refers to a call on a help desk.

If the ticket number is my cancellation number I will change the post on HelloPeter and this thread.
 
slainsavage said:
with Afrihost and WebAfrica I can change the password for my ADSL user account via the respective control panel but this is not possible with OpenWeb's control panel.
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Er, yes you can. It took me all of ten seconds to find it after you posted. Just click on the details link for your account...

slainsavage said:
with Afrihost and WebAfrica I can cancel a service from their control panel, in OpenWeb this is not possible
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It's called a support ticket and you can log one from your control panel on their website...

slainsavage said:
with Afrihost and WebAfrica I can talk to someone in the accounts department if needed this is not possible with OpenWeb.
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I've spoken with the accounts department before, but yes, they do prefer email as your issue is then in writing, I presume. They've always emailed back very quickly. Perhaps you need to check your spam filters...

slainsavage said:
with OpenWeb using a uncapped account it is not possible to see data usage
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Up until about a month ago you could, but then again, they don't care how much data you use, which is, I assume, why the stopped tracking it. They really and truly don't care, and they're trying to convince you to adopt the same attitude, which is actually pretty damn cool if you ask me...

So your sole issue is that they didn't reply to your email, which by the looks of things is actually an automated reply, and you may in fact have received it already. Or there is an issue with their automated reply system and it's then a good thing that you brought it to their attention. Albeit with an incredibly dramatic headline masquerading as consumer advice.

Word of advice: you will get better support by eloquently stating your case rather than starting an over-the-top thread about not getting a reply to your email...
 
DJ... said:
Er, yes you can. It took me all of ten seconds to find it after you posted. Just click on the details link for your account...
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That will just show you the password, you cant change it, well at least with an uncapped account you cant change it via the control panel.
 
slainsavage said:
That will just show you the password, you cant change it, well at least with an uncapped account you cant change it via the control panel.
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I'm on uncapped. There's a link right next to the password that says, and I quote: "Click To Change Password". Clicking that opens a box. In there you enter the new password.

The only way they could make it more intuitive is if they put it in 48 point Comic Sans font and made it lumo green...
 
MrBEEP said:
.............
Seen that we are focusing on Hellopeter, I note that before your post on Hellopeter, there was one negative (of someone complaining about a Mary - We do not have a Mary working for us, thus it's probably a bored individual or opposition party that posted that one), there are 7 compliments about our excellent service.
...............
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Just FYI OP, this figure is very modest and hellopeter doesnt truly reflect how awesome Openwebs service is. Im sure from MyBB alone 94-100% of the Openweb customers are extremely happy with MrBeep, Leon and the overall Openweb service platform and experience.:)
 
DJ... said:
I'm on uncapped. There's a link right next to the password that says, and I quote: "Click To Change Password". Clicking that opens a box. In there you enter the new password.

The only way they could make it more intuitive is if they put it in 48 point Comic Sans font and made it lumo green...
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No need to be rude, there is no option like that on my OpenWeb panel.

9573302462_bae19af13b_b.jpg
 
DJ... said:
Says the guy trying to convince South Africa to boycott an ISP because your email didn't get a reply, which as it turns out it did...
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I did not get reply to my question in my email that I sent them, I just a generic automated response that my call is being attended to. Also I never received the cancellation number that their term of services refers to.

DJ... said:
Odd, it's always been there for me. Did you ever ask them why?
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Need I say more, works for you but not others, not very consistent with their control panel by the sounds of it and just by the way when I joined last year in October I did query with support why I cant change the password and they told me that it cant be done via the control panel and if I want it changed I can tell them the password that I would like then they might be able to change it for me.
 
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Don't ever buy stuff from PnP you will regret it. I bought a block of cheese yesterday and this morning it had mold on.
 
You're right! I should totally cancel my contract and move service providers because you didn't get an email.

Good luck...to your new ISP whoever they may be...
 
Rickster said:
Why are you cancelling in the first place?
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Mostly due to the speed of late, over the last few months my gold account with OpenWeb was performing at the same speed as my brothers Afrihost account which is R250 cheaper. Why pay more for the same speed/ performance. When I started using OpenWeb almost a year ago I had great performance with it but of late it is not as good as it once was.
 
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