Inability of Openweb to deliver on what they sell - BE AWARE

I joined Openweb on the 15/3/2019. I went onto their package which they called a booster pack for an additional R149.00 which they states will give you unshaped gaming and streaming 24/7. My Telkom VDSL went live on the 19th and I started using my Openweb account for streaming. The download speed wasn't what I bought (40Mbps) but it was enough to stream with only the occasional buffering. On the 27th the problems started. I could not get a greater download speed than 1.5Mbps. When you try and contact their after hour "support" you have to do it by mail (which requires internet) and wait till someone decides to respond. The response I got: Hi Ockert Thank you so much for your email. Shaping is being app**** due to the downloading protocols being scheduled when the network is busy. However when you reboot your router you need to switch it off and leave it off for a minimum of 10 minutes so everything can reset. A quick on/off just relays a reset **Please remember that I signed up and paid extra for an unshaped line. My response: Thanks for the feedback, however I chose the option that costs me 149 per month extra to have an unshaped package with you, so why are the protocols then app****? Also I need to know why I am not receiving the sms pin on my phone when I try to log in to the client portal? Their response: Hi Ockert I removed the sms feature so you can gain access. The account has added : R149 - Upgrade to Premium but the account is not unshaped. My response: That is not what your website says, if that is the case, I signed up for the wrong reasons.

So my problems continues on the 28th and this time I struggle to get a response on my "support" email: Can you please check what is wrong with my line as I cannot get more than 1.5mbs download. This has been going on from Tuesday night and please don't tell me it's due to downloads. If it can't be resolved, please cancel my subscription with immediate effect as this is not what I signed up for and most certainly not what I'm paying for. Let me know asap so that I can create an Afrihost account and have an account that I can actually use. I cannot stream Netflix OR play any PS 4 game. Your urgent response will be appreciated. Ockie Strydom Their response: Hello Ockie Strydom, We are really sorry to hear that you wish to cancel. If you are leaving us due to poor performance or a customer service issue, please reply to this mail so that we can resolve the issue for you. We are so sorry if we are the reason you are leaving. Please allow us to make things right? Hit reply and lets resolve the problem for you. If you would still like to cancel, please follow the below procedure: To request cancellation, kindly submit your cancellation request here: https://openweb.co.za/cancellations/ As per Section 8 of Openwebs 'terms' we require one (1) calendar month’s notice. http://openweb.co.za/terms-conditions/

There was no attempt to sort out the problem, only and instruction on how to cancel. Now the problem is that they refuse to let me cancel, they insist that I have to comply with the contract I signed for 3 months, even though they were in breach by not being able to provide the service I paid for.

Please, PLEASE be aware of this "cheap" price they sell it so cheap, but can't deliver and then hold you to a 3 month contract. DO NOT SIGN UP WITH OPENWEB, rather use a reputable proven service provider.