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OpenWeb - Welcome Home!
01

I have used up my data, can I topup?

You most definitely can! Simply drop our OpenWeb LTE Service Champions a mail on lte@openweb.email to get you loaded up.

02

What happens when I move? Can I use my LTE-A service at another location?

The great thing about the LTE-A Mobile Wifi product is that you can literally use it anywhere in South Africa where there is coverage. It is a truly mobile service.

03

I already have an LTE-A router, do I still have to pay the once off setup fee?

Due to the quality of service we built into the LTE-A network, it is a requirement to use our router. Trust us, it is worth it!

04

What speed will I get on the LTE-A Mobile Wifi service?

Speed is reliant on your coverage. If your coverage is great, you will get great speeds. On Average users get between around 10Mbps and 50Mbps speeds.

05

What is LTE-A and what makes it so special?

LTE-A is the big brother of LTE. It works at around 3 to 5 times faster than normal LTE and is around 20 times more reliable and consistent.

06

What happens if I do not have an Avios Travel Rewards Programme or British Airways Executive club account? Can I still collect Avios?

All you have to do is create your FREE Avios account by visiting http://www.avios.com or British Airways Executive Club account by visiting http://www.ba.com – Once you have successfully registered, you will instantly be issued with your new Membership number/s, which you can then enter into your OpenWeb Client Panel to start earning Avios on your eligible OpenWeb purchases.

07

Can I claim missing Avios?

Yes you can.  If the system has not automatically applied Avios to your account and you have purchased an eligible product, you may email avios@openweb.co.za with your request.  Please note, it may take up to 30 days for missing Avios to be applied to your account, if eligible.

08

Once I have loaded my Avios / British Airways Executive Club membership number to the OpenWeb client panel, will I receive Avios for past purchases?

Unfortunately not.  Avios will only be applied from the date you load your Membership number.

09

Will OpenWeb automatically load Avios to my account?

If you have entered your Avios Membership number or British Airways Executive Club number in your OpenWeb Client Poral (https://home.openweb.co.za), and the product /s you have purchased from us qualifies for Avios, we will automatically load the Avios to your account once per month.

10

How can I collect Avios with OpenWeb?

Have a look at our Avios Collection Graph below:

 

Eligible product Avios
ADSL Line Rental 1,000 Avios
Fibre Router 1,000 Avios
Fibre Monthly Rental 1 Avios per R4 spend (1 Avios per R2 for the first 6 months of payments)
Uncapped Business ADSL monthly rental 1 Avios per R7 spend
Uncapped Business Fibre monthly rental 1 Avios per R10 spend
Bolt-On Product Offer

(including purchasing i) Fibre Router as part of initial installation; ii) ad-hoc streaming; and iii) gaming or priority download bolt-on)

1,000 Avios – Fibre Router purchase

500 Avios – 1st bolt-on purchase

250 Avios – 2nd and further bolt-on purchases

Reseller Offer 1 Avios per R10 on billed data above R50,000

1 Avios per R7.50 on billed data above

11

Why would I need a Dedicated Traffic Pipe?

Good question!  Think of the Dedicated Traffic Pipe as your very own Blue Light Brigade.  You get a fast, dedicated chunk of network bandwidth to transport you and your entourage to wherever you want to go on the internet.  Ok, sorry, we’re getting carried away.  Basically, we reserve a fast, dedicated portion of traffic on our massive cloud network just for you.  This means your website will load faster than the Rand drops after a Number One speech.

12

How do I build a website?

Oh that is so easy!  On most of our packages (barring the cheapie one – that one is for your long lost cousin who will be your first caller after catching the PowerBall this Saturday) you get a Free Website Builder tool.  This allows you to build a website without any ‘nerdyness’ needed.  It’s so easy even Gran can get it done!  Now if you are the ‘Larnie’ of the family, you will buy a Premium Package.  There are no limits to your brilliance!  We bow down to you oh mighty one.  You, my friend will get the Premium Website Builder.  Included in the box are thousands, seventy, twenty, ermmm, five and two Premium templates, perfect for decorating your very own Nkandla Resort (online that is).

13

Do I have to register a new domain name when I join OpenWeb Hosting, or can I transfer an existing one?

Feel free to bring your own domain name.  Our automatic transfer system will allow you to ‘bring-and-come’.  We will even host your DNS for you ate no extra charge!  If you are like our Number One and like changing your mind every few days, that’s no problem.  You can always transfer your domain away from us. (Please bear in mind that this will make us very sad.)

14

Why do I need a Web Hosting account?

Hosting your own website can be the start of many exciting and creative ventures.  You could host a personal blog where you share your love of the Zuptas; perhaps you would like to sell your one-of-a-kind collection of Aunty Gertrude’s tea cozies; or maybe you feel adventurous and would like to take over the world.  What you do online is up to you; getting you online is up to us!

15

Do you offer Instant Activation on the Home Uncapped PLUS product?

Yes!  If you order now, you will be up and running within minutes.  We try and simplify the signup process as much as possible.  Once you have provided us with a few details, we will email and SMS you your new OpenWeb ADSL details.  We believe the sooner you can start enjoying the pure goodness of OpenWeb the better.

16

Why do people love OpenWeb so much?

We are blushing a bit here.  We feel that if you promise something, you must deliver.  We promise only what we can deliver and over-deliver on!  Our packages have been created to be easy to understand.  We have tried to cut out all the technical jargon and make it a joy to own Broadband.  So many ISP’s hide behind their technical terms and never really tell you what the account you are paying your hard earned cash for is capable of.  We are open, honest and transparent about each of our products.  We also believe our Support is pretty darn good.  We invest in only the top technical staff that love our customers as much as we love you.

17

What does Priority on Streaming and Gaming actually mean?

Home Uncapped PLUS offers priority on Streaming and Gaming 24 / 7.  This means that your streaming from ANY streaming site in the world, and Gaming, from ANY Gaming site in the world will always experience the best latencies and speeds possible.  If you love to Stream or Game, this package is for you.

18

What kind of shaping can I expect on Home Uncapped PLUS?

Home Uncapped PLUS focuses shaping on only the heavy protocols such as torrents, p2p and large downloads.  We never touch browsing, emails, social sites such as Facebook, Twitter, Google services etc.  Streaming and Gaming has priority on it 24 / 7 and is always unshaped.

19

What is the difference between Home Uncapped and Home Uncapped PLUS?

Home Uncapped PLUS offers Priority on Streaming and Gaming 24 / 7.  This means no shaping on these protocols at all, no matter how much data you use.  Another large difference between the two products is the Guaranteed Unshaped access on Home Uncapped PLUS daily between 19:00 and 07:00.  Home Uncapped PLUS also has a lower contention ratio and overall higher priority on the network compared to the normal Home Uncapped product.

20

Which payment methods can I use when I buy Home Uncapped PLUS?

Home Uncapped PLUS accepts payment via debit order and credot order (automatic deduction from your credit card).

21

Which payment methods can I use when I buy a Home Uncapped account?

We accept debit orders (a deduction from your bank account) or credit card orders (an automatic deduction from your credit card) as payment options.

22

Does the Home Uncapped pricing include the Telkom ADSL line rental?

No.  The pricing quoted above is for the data only.  You may rent your ADSL line directly from Telkom, or you can have OpenWeb take over the line.  Drop us a mail on admin@openweb.co.za for pricing.

23

Do you shape streaming such as Youtube and Netflix on Home Uncapped?

We try our absolute best to not shape streaming on Home Uncapped.  However, if the network is very busy, which does not happen often, we can shape streaming.  If you would like to guarantee that your streaming is never ever shaped, may we suggest you consider our Home Uncapped PLUS package.  On the Home Uncapped PLUS package we guarantee Uncapped Unshaped Streaming and Gaming 24 / 7.

24

How much shaping is there on the Home Uncapped package?

We have created a shaping policy that offers the perfect balance between work and play.  Firstly, shaping will never ever affect your general use such as browsing, gaming and emails.  These protocols are always unshaped.  Shaping will only affect the heavier protocols such as heavy downloads and torrents during busy network periods.  When the network is quiet, generally after around 19:00, then we unshape the network so that you can download as much as you like.

25

Why should I buy Home Uncapped ADSL?

Home Uncapped ADSL from OpenWeb offers the perfect balance between price and performance.  The package was created for clients who would like to enjoy a great browsing, socializing and general internet experience 24 / 7, but can accept shaping when the network is busy and unshaped access when it is not.

26

My question was not answered here, what can I do?

If you have any further questions, please email support@openweb.co.za

27

How do I know that my account has been cancelled?

You would receive a cancellation reference number; this number would then be used should you want to follow up on the progress of your cancellation.

28

How do I cancel my account?

To Cancel your ADSL account and the associated debit order go here (www.openweb.co.za/cancellations) and fill in all the required details.

As per Section 8 of Openwebs ‘terms’ we require one (1) calendar months’ notice.
(http://openweb.co.za/terms-conditions/)

29

I have high latency (ping) on my line, why is this?

High latency and packet loss is not caused by the Data account (OpenWeb account). Our network has not experienced latency or packet loss for a number of years now. Also, our shaping does not increase latency, ever.
High latency and / or packet loss is almost always caused by a fault on the Telkom side, or the client hardware side.
Kindly call Telkom on 10210 and have them further troubleshoot with you.
If this comes out clear, kindly try using a different router with a LAN cable directly connected to the router. Do not use Wifi during testing.

30

How do the ‘Free’ for the rest-of-the-month accounts work?

These accounts are Openweb promotional accounts and Yes they are FREE for the rest of the month you bought them in, however the promotion works on the understanding that you will be charged the ‘normal’ price of the account every month thereafter. These are NOT trial accounts and should you want to cancel the account the notice period as detailed in Section 8 of Openwebs ‘terms’ applies.

31

I am on the ‘special’ package and I am being shaped, what can I do?

The ‘special’ accounts are part of our HOME package and as such will be shaped during periods when the network is busy. When shaping occurs it will affect services such as ‘streaming of voice/video’ as well as ‘downloads’, ‘gaming’ and the use of some services over HTTPS.
Shaping will be lifted on the account as soon as the network load decreases.

The majority of our users who use the HOME series of packages that require the above services during busy periods often upgrade their packages accordingly, we can arrange a trial on one of our uncapped unshaped packages should you want to try it out.

32

I cannot send mail, what are the SMTP settings?

SMTP:  smtp.openweb.co.za

33

I have a premium account, how do I get my SIM card?

Click on the Request Mobile Data button in the Home control panel.  You will need to upload your ID Document and proof of residence, as well as provide us with some delivery details.

34

My debit order did not run, can OpenWeb rerun the debit for me?

We unfortunately cannot rerun the debit order, please pay by EFT, we can then reconnect the account.

ABSA
A/C No:  4064449626
A/C Type:  Cheque
Branch Code:  632005
Reference:  First and Last Name

On completion:
Email proof of payment and your full openweb ADSL username to admin@openweb.co.za

35

How do I top-up my account?

Please send admin@openweb.co.za an email stating you would like a top up
Include your full OpenWeb ADSL username. Have a look at the Openweb website under the capped accounts and chose an amount for the account to be topped up.

36

How do I downgrade my current package?

Please email: downgrades@openweb.co.za
All downgrades need to be logged via the downgrades department.
Please include the following in the email:

•    Username:
•    OW number
•    Current package:
•    Downgrade package:

37

How do I upgrade my package?

Please email support@openweb.co.za your username and OW number, so they can prepare a change notice for you, the service will only be upgraded on your confirmation.
They will then send you a final confirmation for upgrade.
This will include:

•    ADSL Username:
•    OW number
•    Current package:
•    Upgrade package:
•    Increase in monthly spend:

38

Can I ‘try-before-i-buy’. How do I get a trial account?

Sure! To ensure we set you up with a trial account that matches your needs properly we need an idea of what you want to do.

Please fill in the following questions and get them back to us here, (admin@openweb.co.za) then we can then arrange a trial for you 🙂

•    What is your name and how can we contact you?
•    Are you looking for an account for home or business use?
•    Do you intend to download vast amounts of data/bandwidth.
•    Do you want to watch movies and TV series on line (Showmax/Netflix etc)
•    Gaming – do you intend to use your ADSL account to play online games?
•    What are these games?
•    Is this a general account for everyday use and web browsing?
•    What is your budget?
•    Are you needing uncapped or capped? – If uncapped what size ADSL line do you have?
•    What is the ADSL land line number to be used for this allocation?

39

Which Uncapped Openweb DSL package is right for me?

Broadly speaking OpenWeb offers its uncapped packages in four tiers:

•    Home Uncapped Shaped – these are entry level packages suitable for basic web browsing and email, these packages do not support the transfer of vast amounts of data, specifically P2P, NNTP, HTTP filehost and video on demand (VOD).
•    Home Uncapped PLUS – these accounts are OpenWeb’s ‘middle of the road’ option, they offer great web browsing and email with limited P2P, NNTP, HTTP filehost and VOD.  Guaranteed unshaped access is offered daily between 19:00 and 07:00
•    Home Uncapped Premium – these packages have no limits and is completely unshaped.
•    Capped/Business – OpenWeb also has high volume capped accounts and special business accounts available.

40

How do I get an OW number? I don’t have one.

If you do not have an OW number, please go here and register: https://home.openweb.co.za/register

41

What is an OW number?

This is a “client” number, you will use this to access the client panel on our home page, from here you can see services attached to your account as well as monitor usage.

42

Does OpenWeb offer the service of managing the Telkom DSL line on my behalf?

Yes, we do offer this service.  Kindly drop us a mail on admin@openweb.co.za and we will send you all the details.

43

Does OpenWeb install the DSL line for me?

We do not handle the Telkom installation; this would have to be done with Telkom.
In order for Telkom to give you a quote and arrange an installer to install your ADSL, you need to phone 10210.  Fibre is a different story though.  We handle the installation of the line as well as the data account.

44

What are the configuration details of my DSL account?

Please set your router up as follows:

Encapsulation : PPPoE
DNS: Automatic
Multiplexing Method : LLC
VPI: 8
VCI: 35

45

I would like to use my new DSL account, now what?

•    Be sure you have a working Telkom ADSL line installed and a ADSL router ready.
•    Pick your OpenWeb package.
•    Sign up, be sure to fill in all the required details and read through the ‘terms of service’
•    Openweb will email you a username and password.
•    Enter this username and password in your router and connect to OpenWeb 🙂

46

How do I sign up with OpenWeb?

It’s a simple process. Please use the easy menu above, choose the service type you are looking for and select the package you would like.  Click on Order Now and follow the simple signup steps.

47

What is OpenWeb?

OpenWeb is an internet data/bandwidth reseller.

01

I have used up my data, can I topup?

You most definitely can! Simply drop our OpenWeb LTE Service Champions a mail on lte@openweb.email to get you loaded up.

02

What happens when I move? Can I use my LTE-A service at another location?

The great thing about the LTE-A Mobile Wifi product is that you can literally use it anywhere in South Africa where there is coverage. It is a truly mobile service.

03

I already have an LTE-A router, do I still have to pay the once off setup fee?

Due to the quality of service we built into the LTE-A network, it is a requirement to use our router. Trust us, it is worth it!

04

What speed will I get on the LTE-A Mobile Wifi service?

Speed is reliant on your coverage. If your coverage is great, you will get great speeds. On Average users get between around 10Mbps and 50Mbps speeds.

05

What is LTE-A and what makes it so special?

LTE-A is the big brother of LTE. It works at around 3 to 5 times faster than normal LTE and is around 20 times more reliable and consistent.

06

What happens if I do not have an Avios Travel Rewards Programme or British Airways Executive club account? Can I still collect Avios?

All you have to do is create your FREE Avios account by visiting http://www.avios.com or British Airways Executive Club account by visiting http://www.ba.com – Once you have successfully registered, you will instantly be issued with your new Membership number/s, which you can then enter into your OpenWeb Client Panel to start earning Avios on your eligible OpenWeb purchases.

07

Can I claim missing Avios?

Yes you can.  If the system has not automatically applied Avios to your account and you have purchased an eligible product, you may email avios@openweb.co.za with your request.  Please note, it may take up to 30 days for missing Avios to be applied to your account, if eligible.

08

Once I have loaded my Avios / British Airways Executive Club membership number to the OpenWeb client panel, will I receive Avios for past purchases?

Unfortunately not.  Avios will only be applied from the date you load your Membership number.

09

Will OpenWeb automatically load Avios to my account?

If you have entered your Avios Membership number or British Airways Executive Club number in your OpenWeb Client Poral (https://home.openweb.co.za), and the product /s you have purchased from us qualifies for Avios, we will automatically load the Avios to your account once per month.

10

How can I collect Avios with OpenWeb?

Have a look at our Avios Collection Graph below:

 

Eligible product Avios
ADSL Line Rental 1,000 Avios
Fibre Router 1,000 Avios
Fibre Monthly Rental 1 Avios per R4 spend (1 Avios per R2 for the first 6 months of payments)
Uncapped Business ADSL monthly rental 1 Avios per R7 spend
Uncapped Business Fibre monthly rental 1 Avios per R10 spend
Bolt-On Product Offer

(including purchasing i) Fibre Router as part of initial installation; ii) ad-hoc streaming; and iii) gaming or priority download bolt-on)

1,000 Avios – Fibre Router purchase

500 Avios – 1st bolt-on purchase

250 Avios – 2nd and further bolt-on purchases

Reseller Offer 1 Avios per R10 on billed data above R50,000

1 Avios per R7.50 on billed data above

11

Why would I need a Dedicated Traffic Pipe?

Good question!  Think of the Dedicated Traffic Pipe as your very own Blue Light Brigade.  You get a fast, dedicated chunk of network bandwidth to transport you and your entourage to wherever you want to go on the internet.  Ok, sorry, we’re getting carried away.  Basically, we reserve a fast, dedicated portion of traffic on our massive cloud network just for you.  This means your website will load faster than the Rand drops after a Number One speech.

12

How do I build a website?

Oh that is so easy!  On most of our packages (barring the cheapie one – that one is for your long lost cousin who will be your first caller after catching the PowerBall this Saturday) you get a Free Website Builder tool.  This allows you to build a website without any ‘nerdyness’ needed.  It’s so easy even Gran can get it done!  Now if you are the ‘Larnie’ of the family, you will buy a Premium Package.  There are no limits to your brilliance!  We bow down to you oh mighty one.  You, my friend will get the Premium Website Builder.  Included in the box are thousands, seventy, twenty, ermmm, five and two Premium templates, perfect for decorating your very own Nkandla Resort (online that is).

13

Do I have to register a new domain name when I join OpenWeb Hosting, or can I transfer an existing one?

Feel free to bring your own domain name.  Our automatic transfer system will allow you to ‘bring-and-come’.  We will even host your DNS for you ate no extra charge!  If you are like our Number One and like changing your mind every few days, that’s no problem.  You can always transfer your domain away from us. (Please bear in mind that this will make us very sad.)

14

Why do I need a Web Hosting account?

Hosting your own website can be the start of many exciting and creative ventures.  You could host a personal blog where you share your love of the Zuptas; perhaps you would like to sell your one-of-a-kind collection of Aunty Gertrude’s tea cozies; or maybe you feel adventurous and would like to take over the world.  What you do online is up to you; getting you online is up to us!

15

Do you offer Instant Activation on the Home Uncapped PLUS product?

Yes!  If you order now, you will be up and running within minutes.  We try and simplify the signup process as much as possible.  Once you have provided us with a few details, we will email and SMS you your new OpenWeb ADSL details.  We believe the sooner you can start enjoying the pure goodness of OpenWeb the better.

16

Why do people love OpenWeb so much?

We are blushing a bit here.  We feel that if you promise something, you must deliver.  We promise only what we can deliver and over-deliver on!  Our packages have been created to be easy to understand.  We have tried to cut out all the technical jargon and make it a joy to own Broadband.  So many ISP’s hide behind their technical terms and never really tell you what the account you are paying your hard earned cash for is capable of.  We are open, honest and transparent about each of our products.  We also believe our Support is pretty darn good.  We invest in only the top technical staff that love our customers as much as we love you.

17

What does Priority on Streaming and Gaming actually mean?

Home Uncapped PLUS offers priority on Streaming and Gaming 24 / 7.  This means that your streaming from ANY streaming site in the world, and Gaming, from ANY Gaming site in the world will always experience the best latencies and speeds possible.  If you love to Stream or Game, this package is for you.

18

What kind of shaping can I expect on Home Uncapped PLUS?

Home Uncapped PLUS focuses shaping on only the heavy protocols such as torrents, p2p and large downloads.  We never touch browsing, emails, social sites such as Facebook, Twitter, Google services etc.  Streaming and Gaming has priority on it 24 / 7 and is always unshaped.

19

What is the difference between Home Uncapped and Home Uncapped PLUS?

Home Uncapped PLUS offers Priority on Streaming and Gaming 24 / 7.  This means no shaping on these protocols at all, no matter how much data you use.  Another large difference between the two products is the Guaranteed Unshaped access on Home Uncapped PLUS daily between 19:00 and 07:00.  Home Uncapped PLUS also has a lower contention ratio and overall higher priority on the network compared to the normal Home Uncapped product.

20

Which payment methods can I use when I buy Home Uncapped PLUS?

Home Uncapped PLUS accepts payment via debit order and credot order (automatic deduction from your credit card).

21

Which payment methods can I use when I buy a Home Uncapped account?

We accept debit orders (a deduction from your bank account) or credit card orders (an automatic deduction from your credit card) as payment options.

22

Does the Home Uncapped pricing include the Telkom ADSL line rental?

No.  The pricing quoted above is for the data only.  You may rent your ADSL line directly from Telkom, or you can have OpenWeb take over the line.  Drop us a mail on admin@openweb.co.za for pricing.

23

Do you shape streaming such as Youtube and Netflix on Home Uncapped?

We try our absolute best to not shape streaming on Home Uncapped.  However, if the network is very busy, which does not happen often, we can shape streaming.  If you would like to guarantee that your streaming is never ever shaped, may we suggest you consider our Home Uncapped PLUS package.  On the Home Uncapped PLUS package we guarantee Uncapped Unshaped Streaming and Gaming 24 / 7.

24

How much shaping is there on the Home Uncapped package?

We have created a shaping policy that offers the perfect balance between work and play.  Firstly, shaping will never ever affect your general use such as browsing, gaming and emails.  These protocols are always unshaped.  Shaping will only affect the heavier protocols such as heavy downloads and torrents during busy network periods.  When the network is quiet, generally after around 19:00, then we unshape the network so that you can download as much as you like.

25

Why should I buy Home Uncapped ADSL?

Home Uncapped ADSL from OpenWeb offers the perfect balance between price and performance.  The package was created for clients who would like to enjoy a great browsing, socializing and general internet experience 24 / 7, but can accept shaping when the network is busy and unshaped access when it is not.

26

My question was not answered here, what can I do?

If you have any further questions, please email support@openweb.co.za

27

How do I know that my account has been cancelled?

You would receive a cancellation reference number; this number would then be used should you want to follow up on the progress of your cancellation.

28

How do I cancel my account?

To Cancel your ADSL account and the associated debit order go here (www.openweb.co.za/cancellations) and fill in all the required details.

As per Section 8 of Openwebs ‘terms’ we require one (1) calendar months’ notice.
(http://openweb.co.za/terms-conditions/)

29

I have high latency (ping) on my line, why is this?

High latency and packet loss is not caused by the Data account (OpenWeb account). Our network has not experienced latency or packet loss for a number of years now. Also, our shaping does not increase latency, ever.
High latency and / or packet loss is almost always caused by a fault on the Telkom side, or the client hardware side.
Kindly call Telkom on 10210 and have them further troubleshoot with you.
If this comes out clear, kindly try using a different router with a LAN cable directly connected to the router. Do not use Wifi during testing.

30

How do the ‘Free’ for the rest-of-the-month accounts work?

These accounts are Openweb promotional accounts and Yes they are FREE for the rest of the month you bought them in, however the promotion works on the understanding that you will be charged the ‘normal’ price of the account every month thereafter. These are NOT trial accounts and should you want to cancel the account the notice period as detailed in Section 8 of Openwebs ‘terms’ applies.

31

I am on the ‘special’ package and I am being shaped, what can I do?

The ‘special’ accounts are part of our HOME package and as such will be shaped during periods when the network is busy. When shaping occurs it will affect services such as ‘streaming of voice/video’ as well as ‘downloads’, ‘gaming’ and the use of some services over HTTPS.
Shaping will be lifted on the account as soon as the network load decreases.

The majority of our users who use the HOME series of packages that require the above services during busy periods often upgrade their packages accordingly, we can arrange a trial on one of our uncapped unshaped packages should you want to try it out.

32

I cannot send mail, what are the SMTP settings?

SMTP:  smtp.openweb.co.za

33

I have a premium account, how do I get my SIM card?

Click on the Request Mobile Data button in the Home control panel.  You will need to upload your ID Document and proof of residence, as well as provide us with some delivery details.

34

My debit order did not run, can OpenWeb rerun the debit for me?

We unfortunately cannot rerun the debit order, please pay by EFT, we can then reconnect the account.

ABSA
A/C No:  4064449626
A/C Type:  Cheque
Branch Code:  632005
Reference:  First and Last Name

On completion:
Email proof of payment and your full openweb ADSL username to admin@openweb.co.za

35

How do I top-up my account?

Please send admin@openweb.co.za an email stating you would like a top up
Include your full OpenWeb ADSL username. Have a look at the Openweb website under the capped accounts and chose an amount for the account to be topped up.

36

How do I downgrade my current package?

Please email: downgrades@openweb.co.za
All downgrades need to be logged via the downgrades department.
Please include the following in the email:

•    Username:
•    OW number
•    Current package:
•    Downgrade package:

37

How do I upgrade my package?

Please email support@openweb.co.za your username and OW number, so they can prepare a change notice for you, the service will only be upgraded on your confirmation.
They will then send you a final confirmation for upgrade.
This will include:

•    ADSL Username:
•    OW number
•    Current package:
•    Upgrade package:
•    Increase in monthly spend:

38

Can I ‘try-before-i-buy’. How do I get a trial account?

Sure! To ensure we set you up with a trial account that matches your needs properly we need an idea of what you want to do.

Please fill in the following questions and get them back to us here, (admin@openweb.co.za) then we can then arrange a trial for you 🙂

•    What is your name and how can we contact you?
•    Are you looking for an account for home or business use?
•    Do you intend to download vast amounts of data/bandwidth.
•    Do you want to watch movies and TV series on line (Showmax/Netflix etc)
•    Gaming – do you intend to use your ADSL account to play online games?
•    What are these games?
•    Is this a general account for everyday use and web browsing?
•    What is your budget?
•    Are you needing uncapped or capped? – If uncapped what size ADSL line do you have?
•    What is the ADSL land line number to be used for this allocation?

39

Which Uncapped Openweb DSL package is right for me?

Broadly speaking OpenWeb offers its uncapped packages in four tiers:

•    Home Uncapped Shaped – these are entry level packages suitable for basic web browsing and email, these packages do not support the transfer of vast amounts of data, specifically P2P, NNTP, HTTP filehost and video on demand (VOD).
•    Home Uncapped PLUS – these accounts are OpenWeb’s ‘middle of the road’ option, they offer great web browsing and email with limited P2P, NNTP, HTTP filehost and VOD.  Guaranteed unshaped access is offered daily between 19:00 and 07:00
•    Home Uncapped Premium – these packages have no limits and is completely unshaped.
•    Capped/Business – OpenWeb also has high volume capped accounts and special business accounts available.

40

How do I get an OW number? I don’t have one.

If you do not have an OW number, please go here and register: https://home.openweb.co.za/register

41

What is an OW number?

This is a “client” number, you will use this to access the client panel on our home page, from here you can see services attached to your account as well as monitor usage.

42

Does OpenWeb offer the service of managing the Telkom DSL line on my behalf?

Yes, we do offer this service.  Kindly drop us a mail on admin@openweb.co.za and we will send you all the details.

43

Does OpenWeb install the DSL line for me?

We do not handle the Telkom installation; this would have to be done with Telkom.
In order for Telkom to give you a quote and arrange an installer to install your ADSL, you need to phone 10210.  Fibre is a different story though.  We handle the installation of the line as well as the data account.

44

What are the configuration details of my DSL account?

Please set your router up as follows:

Encapsulation : PPPoE
DNS: Automatic
Multiplexing Method : LLC
VPI: 8
VCI: 35

45

I would like to use my new DSL account, now what?

•    Be sure you have a working Telkom ADSL line installed and a ADSL router ready.
•    Pick your OpenWeb package.
•    Sign up, be sure to fill in all the required details and read through the ‘terms of service’
•    Openweb will email you a username and password.
•    Enter this username and password in your router and connect to OpenWeb 🙂

46

How do I sign up with OpenWeb?

It’s a simple process. Please use the easy menu above, choose the service type you are looking for and select the package you would like.  Click on Order Now and follow the simple signup steps.

47

What is OpenWeb?

OpenWeb is an internet data/bandwidth reseller.

01

I have used up my data, can I topup?

You most definitely can! Simply drop our OpenWeb LTE Service Champions a mail on lte@openweb.email to get you loaded up.

02

What happens when I move? Can I use my LTE-A service at another location?

The great thing about the LTE-A Mobile Wifi product is that you can literally use it anywhere in South Africa where there is coverage. It is a truly mobile service.

03

I already have an LTE-A router, do I still have to pay the once off setup fee?

Due to the quality of service we built into the LTE-A network, it is a requirement to use our router. Trust us, it is worth it!

04

What speed will I get on the LTE-A Mobile Wifi service?

Speed is reliant on your coverage. If your coverage is great, you will get great speeds. On Average users get between around 10Mbps and 50Mbps speeds.

05

What is LTE-A and what makes it so special?

LTE-A is the big brother of LTE. It works at around 3 to 5 times faster than normal LTE and is around 20 times more reliable and consistent.

06

What happens if I do not have an Avios Travel Rewards Programme or British Airways Executive club account? Can I still collect Avios?

All you have to do is create your FREE Avios account by visiting http://www.avios.com or British Airways Executive Club account by visiting http://www.ba.com – Once you have successfully registered, you will instantly be issued with your new Membership number/s, which you can then enter into your OpenWeb Client Panel to start earning Avios on your eligible OpenWeb purchases.

07

Can I claim missing Avios?

Yes you can.  If the system has not automatically applied Avios to your account and you have purchased an eligible product, you may email avios@openweb.co.za with your request.  Please note, it may take up to 30 days for missing Avios to be applied to your account, if eligible.

08

Once I have loaded my Avios / British Airways Executive Club membership number to the OpenWeb client panel, will I receive Avios for past purchases?

Unfortunately not.  Avios will only be applied from the date you load your Membership number.

09

Will OpenWeb automatically load Avios to my account?

If you have entered your Avios Membership number or British Airways Executive Club number in your OpenWeb Client Poral (https://home.openweb.co.za), and the product /s you have purchased from us qualifies for Avios, we will automatically load the Avios to your account once per month.

10

How can I collect Avios with OpenWeb?

Have a look at our Avios Collection Graph below:

 

Eligible product Avios
ADSL Line Rental 1,000 Avios
Fibre Router 1,000 Avios
Fibre Monthly Rental 1 Avios per R4 spend (1 Avios per R2 for the first 6 months of payments)
Uncapped Business ADSL monthly rental 1 Avios per R7 spend
Uncapped Business Fibre monthly rental 1 Avios per R10 spend
Bolt-On Product Offer

(including purchasing i) Fibre Router as part of initial installation; ii) ad-hoc streaming; and iii) gaming or priority download bolt-on)

1,000 Avios – Fibre Router purchase

500 Avios – 1st bolt-on purchase

250 Avios – 2nd and further bolt-on purchases

Reseller Offer 1 Avios per R10 on billed data above R50,000

1 Avios per R7.50 on billed data above

11

Why would I need a Dedicated Traffic Pipe?

Good question!  Think of the Dedicated Traffic Pipe as your very own Blue Light Brigade.  You get a fast, dedicated chunk of network bandwidth to transport you and your entourage to wherever you want to go on the internet.  Ok, sorry, we’re getting carried away.  Basically, we reserve a fast, dedicated portion of traffic on our massive cloud network just for you.  This means your website will load faster than the Rand drops after a Number One speech.

12

How do I build a website?

Oh that is so easy!  On most of our packages (barring the cheapie one – that one is for your long lost cousin who will be your first caller after catching the PowerBall this Saturday) you get a Free Website Builder tool.  This allows you to build a website without any ‘nerdyness’ needed.  It’s so easy even Gran can get it done!  Now if you are the ‘Larnie’ of the family, you will buy a Premium Package.  There are no limits to your brilliance!  We bow down to you oh mighty one.  You, my friend will get the Premium Website Builder.  Included in the box are thousands, seventy, twenty, ermmm, five and two Premium templates, perfect for decorating your very own Nkandla Resort (online that is).

13

Do I have to register a new domain name when I join OpenWeb Hosting, or can I transfer an existing one?

Feel free to bring your own domain name.  Our automatic transfer system will allow you to ‘bring-and-come’.  We will even host your DNS for you ate no extra charge!  If you are like our Number One and like changing your mind every few days, that’s no problem.  You can always transfer your domain away from us. (Please bear in mind that this will make us very sad.)

14

Why do I need a Web Hosting account?

Hosting your own website can be the start of many exciting and creative ventures.  You could host a personal blog where you share your love of the Zuptas; perhaps you would like to sell your one-of-a-kind collection of Aunty Gertrude’s tea cozies; or maybe you feel adventurous and would like to take over the world.  What you do online is up to you; getting you online is up to us!

15

Do you offer Instant Activation on the Home Uncapped PLUS product?

Yes!  If you order now, you will be up and running within minutes.  We try and simplify the signup process as much as possible.  Once you have provided us with a few details, we will email and SMS you your new OpenWeb ADSL details.  We believe the sooner you can start enjoying the pure goodness of OpenWeb the better.

16

Why do people love OpenWeb so much?

We are blushing a bit here.  We feel that if you promise something, you must deliver.  We promise only what we can deliver and over-deliver on!  Our packages have been created to be easy to understand.  We have tried to cut out all the technical jargon and make it a joy to own Broadband.  So many ISP’s hide behind their technical terms and never really tell you what the account you are paying your hard earned cash for is capable of.  We are open, honest and transparent about each of our products.  We also believe our Support is pretty darn good.  We invest in only the top technical staff that love our customers as much as we love you.

17

What does Priority on Streaming and Gaming actually mean?

Home Uncapped PLUS offers priority on Streaming and Gaming 24 / 7.  This means that your streaming from ANY streaming site in the world, and Gaming, from ANY Gaming site in the world will always experience the best latencies and speeds possible.  If you love to Stream or Game, this package is for you.

18

What kind of shaping can I expect on Home Uncapped PLUS?

Home Uncapped PLUS focuses shaping on only the heavy protocols such as torrents, p2p and large downloads.  We never touch browsing, emails, social sites such as Facebook, Twitter, Google services etc.  Streaming and Gaming has priority on it 24 / 7 and is always unshaped.

19

What is the difference between Home Uncapped and Home Uncapped PLUS?

Home Uncapped PLUS offers Priority on Streaming and Gaming 24 / 7.  This means no shaping on these protocols at all, no matter how much data you use.  Another large difference between the two products is the Guaranteed Unshaped access on Home Uncapped PLUS daily between 19:00 and 07:00.  Home Uncapped PLUS also has a lower contention ratio and overall higher priority on the network compared to the normal Home Uncapped product.

20

Which payment methods can I use when I buy Home Uncapped PLUS?

Home Uncapped PLUS accepts payment via debit order and credot order (automatic deduction from your credit card).

21

Which payment methods can I use when I buy a Home Uncapped account?

We accept debit orders (a deduction from your bank account) or credit card orders (an automatic deduction from your credit card) as payment options.

22

Does the Home Uncapped pricing include the Telkom ADSL line rental?

No.  The pricing quoted above is for the data only.  You may rent your ADSL line directly from Telkom, or you can have OpenWeb take over the line.  Drop us a mail on admin@openweb.co.za for pricing.

23

Do you shape streaming such as Youtube and Netflix on Home Uncapped?

We try our absolute best to not shape streaming on Home Uncapped.  However, if the network is very busy, which does not happen often, we can shape streaming.  If you would like to guarantee that your streaming is never ever shaped, may we suggest you consider our Home Uncapped PLUS package.  On the Home Uncapped PLUS package we guarantee Uncapped Unshaped Streaming and Gaming 24 / 7.

24

How much shaping is there on the Home Uncapped package?

We have created a shaping policy that offers the perfect balance between work and play.  Firstly, shaping will never ever affect your general use such as browsing, gaming and emails.  These protocols are always unshaped.  Shaping will only affect the heavier protocols such as heavy downloads and torrents during busy network periods.  When the network is quiet, generally after around 19:00, then we unshape the network so that you can download as much as you like.

25

Why should I buy Home Uncapped ADSL?

Home Uncapped ADSL from OpenWeb offers the perfect balance between price and performance.  The package was created for clients who would like to enjoy a great browsing, socializing and general internet experience 24 / 7, but can accept shaping when the network is busy and unshaped access when it is not.

26

My question was not answered here, what can I do?

If you have any further questions, please email support@openweb.co.za

27

How do I know that my account has been cancelled?

You would receive a cancellation reference number; this number would then be used should you want to follow up on the progress of your cancellation.

28

How do I cancel my account?

To Cancel your ADSL account and the associated debit order go here (www.openweb.co.za/cancellations) and fill in all the required details.

As per Section 8 of Openwebs ‘terms’ we require one (1) calendar months’ notice.
(http://openweb.co.za/terms-conditions/)

29

I have high latency (ping) on my line, why is this?

High latency and packet loss is not caused by the Data account (OpenWeb account). Our network has not experienced latency or packet loss for a number of years now. Also, our shaping does not increase latency, ever.
High latency and / or packet loss is almost always caused by a fault on the Telkom side, or the client hardware side.
Kindly call Telkom on 10210 and have them further troubleshoot with you.
If this comes out clear, kindly try using a different router with a LAN cable directly connected to the router. Do not use Wifi during testing.

30

How do the ‘Free’ for the rest-of-the-month accounts work?

These accounts are Openweb promotional accounts and Yes they are FREE for the rest of the month you bought them in, however the promotion works on the understanding that you will be charged the ‘normal’ price of the account every month thereafter. These are NOT trial accounts and should you want to cancel the account the notice period as detailed in Section 8 of Openwebs ‘terms’ applies.

31

I am on the ‘special’ package and I am being shaped, what can I do?

The ‘special’ accounts are part of our HOME package and as such will be shaped during periods when the network is busy. When shaping occurs it will affect services such as ‘streaming of voice/video’ as well as ‘downloads’, ‘gaming’ and the use of some services over HTTPS.
Shaping will be lifted on the account as soon as the network load decreases.

The majority of our users who use the HOME series of packages that require the above services during busy periods often upgrade their packages accordingly, we can arrange a trial on one of our uncapped unshaped packages should you want to try it out.

32

I cannot send mail, what are the SMTP settings?

SMTP:  smtp.openweb.co.za

33

I have a premium account, how do I get my SIM card?

Click on the Request Mobile Data button in the Home control panel.  You will need to upload your ID Document and proof of residence, as well as provide us with some delivery details.

34

My debit order did not run, can OpenWeb rerun the debit for me?

We unfortunately cannot rerun the debit order, please pay by EFT, we can then reconnect the account.

ABSA
A/C No:  4064449626
A/C Type:  Cheque
Branch Code:  632005
Reference:  First and Last Name

On completion:
Email proof of payment and your full openweb ADSL username to admin@openweb.co.za

35

How do I top-up my account?

Please send admin@openweb.co.za an email stating you would like a top up
Include your full OpenWeb ADSL username. Have a look at the Openweb website under the capped accounts and chose an amount for the account to be topped up.

36

How do I downgrade my current package?

Please email: downgrades@openweb.co.za
All downgrades need to be logged via the downgrades department.
Please include the following in the email:

•    Username:
•    OW number
•    Current package:
•    Downgrade package:

37

How do I upgrade my package?

Please email support@openweb.co.za your username and OW number, so they can prepare a change notice for you, the service will only be upgraded on your confirmation.
They will then send you a final confirmation for upgrade.
This will include:

•    ADSL Username:
•    OW number
•    Current package:
•    Upgrade package:
•    Increase in monthly spend:

38

Can I ‘try-before-i-buy’. How do I get a trial account?

Sure! To ensure we set you up with a trial account that matches your needs properly we need an idea of what you want to do.

Please fill in the following questions and get them back to us here, (admin@openweb.co.za) then we can then arrange a trial for you 🙂

•    What is your name and how can we contact you?
•    Are you looking for an account for home or business use?
•    Do you intend to download vast amounts of data/bandwidth.
•    Do you want to watch movies and TV series on line (Showmax/Netflix etc)
•    Gaming – do you intend to use your ADSL account to play online games?
•    What are these games?
•    Is this a general account for everyday use and web browsing?
•    What is your budget?
•    Are you needing uncapped or capped? – If uncapped what size ADSL line do you have?
•    What is the ADSL land line number to be used for this allocation?

39

Which Uncapped Openweb DSL package is right for me?

Broadly speaking OpenWeb offers its uncapped packages in four tiers:

•    Home Uncapped Shaped – these are entry level packages suitable for basic web browsing and email, these packages do not support the transfer of vast amounts of data, specifically P2P, NNTP, HTTP filehost and video on demand (VOD).
•    Home Uncapped PLUS – these accounts are OpenWeb’s ‘middle of the road’ option, they offer great web browsing and email with limited P2P, NNTP, HTTP filehost and VOD.  Guaranteed unshaped access is offered daily between 19:00 and 07:00
•    Home Uncapped Premium – these packages have no limits and is completely unshaped.
•    Capped/Business – OpenWeb also has high volume capped accounts and special business accounts available.

40

How do I get an OW number? I don’t have one.

If you do not have an OW number, please go here and register: https://home.openweb.co.za/register

41

What is an OW number?

This is a “client” number, you will use this to access the client panel on our home page, from here you can see services attached to your account as well as monitor usage.

42

Does OpenWeb offer the service of managing the Telkom DSL line on my behalf?

Yes, we do offer this service.  Kindly drop us a mail on admin@openweb.co.za and we will send you all the details.

43

Does OpenWeb install the DSL line for me?

We do not handle the Telkom installation; this would have to be done with Telkom.
In order for Telkom to give you a quote and arrange an installer to install your ADSL, you need to phone 10210.  Fibre is a different story though.  We handle the installation of the line as well as the data account.

44

What are the configuration details of my DSL account?

Please set your router up as follows:

Encapsulation : PPPoE
DNS: Automatic
Multiplexing Method : LLC
VPI: 8
VCI: 35

45

I would like to use my new DSL account, now what?

•    Be sure you have a working Telkom ADSL line installed and a ADSL router ready.
•    Pick your OpenWeb package.
•    Sign up, be sure to fill in all the required details and read through the ‘terms of service’
•    Openweb will email you a username and password.
•    Enter this username and password in your router and connect to OpenWeb 🙂

46

How do I sign up with OpenWeb?

It’s a simple process. Please use the easy menu above, choose the service type you are looking for and select the package you would like.  Click on Order Now and follow the simple signup steps.

47

What is OpenWeb?

OpenWeb is an internet data/bandwidth reseller.

01

I have used up my data, can I topup?

You most definitely can! Simply drop our OpenWeb LTE Service Champions a mail on lte@openweb.email to get you loaded up.

02

What happens when I move? Can I use my LTE-A service at another location?

The great thing about the LTE-A Mobile Wifi product is that you can literally use it anywhere in South Africa where there is coverage. It is a truly mobile service.

03

I already have an LTE-A router, do I still have to pay the once off setup fee?

Due to the quality of service we built into the LTE-A network, it is a requirement to use our router. Trust us, it is worth it!

04

What speed will I get on the LTE-A Mobile Wifi service?

Speed is reliant on your coverage. If your coverage is great, you will get great speeds. On Average users get between around 10Mbps and 50Mbps speeds.

05

What is LTE-A and what makes it so special?

LTE-A is the big brother of LTE. It works at around 3 to 5 times faster than normal LTE and is around 20 times more reliable and consistent.

06

What happens if I do not have an Avios Travel Rewards Programme or British Airways Executive club account? Can I still collect Avios?

All you have to do is create your FREE Avios account by visiting http://www.avios.com or British Airways Executive Club account by visiting http://www.ba.com – Once you have successfully registered, you will instantly be issued with your new Membership number/s, which you can then enter into your OpenWeb Client Panel to start earning Avios on your eligible OpenWeb purchases.

07

Can I claim missing Avios?

Yes you can.  If the system has not automatically applied Avios to your account and you have purchased an eligible product, you may email avios@openweb.co.za with your request.  Please note, it may take up to 30 days for missing Avios to be applied to your account, if eligible.

08

Once I have loaded my Avios / British Airways Executive Club membership number to the OpenWeb client panel, will I receive Avios for past purchases?

Unfortunately not.  Avios will only be applied from the date you load your Membership number.

09

Will OpenWeb automatically load Avios to my account?

If you have entered your Avios Membership number or British Airways Executive Club number in your OpenWeb Client Poral (https://home.openweb.co.za), and the product /s you have purchased from us qualifies for Avios, we will automatically load the Avios to your account once per month.

10

How can I collect Avios with OpenWeb?

Have a look at our Avios Collection Graph below:

 

Eligible product Avios
ADSL Line Rental 1,000 Avios
Fibre Router 1,000 Avios
Fibre Monthly Rental 1 Avios per R4 spend (1 Avios per R2 for the first 6 months of payments)
Uncapped Business ADSL monthly rental 1 Avios per R7 spend
Uncapped Business Fibre monthly rental 1 Avios per R10 spend
Bolt-On Product Offer

(including purchasing i) Fibre Router as part of initial installation; ii) ad-hoc streaming; and iii) gaming or priority download bolt-on)

1,000 Avios – Fibre Router purchase

500 Avios – 1st bolt-on purchase

250 Avios – 2nd and further bolt-on purchases

Reseller Offer 1 Avios per R10 on billed data above R50,000

1 Avios per R7.50 on billed data above

11

Why would I need a Dedicated Traffic Pipe?

Good question!  Think of the Dedicated Traffic Pipe as your very own Blue Light Brigade.  You get a fast, dedicated chunk of network bandwidth to transport you and your entourage to wherever you want to go on the internet.  Ok, sorry, we’re getting carried away.  Basically, we reserve a fast, dedicated portion of traffic on our massive cloud network just for you.  This means your website will load faster than the Rand drops after a Number One speech.

12

How do I build a website?

Oh that is so easy!  On most of our packages (barring the cheapie one – that one is for your long lost cousin who will be your first caller after catching the PowerBall this Saturday) you get a Free Website Builder tool.  This allows you to build a website without any ‘nerdyness’ needed.  It’s so easy even Gran can get it done!  Now if you are the ‘Larnie’ of the family, you will buy a Premium Package.  There are no limits to your brilliance!  We bow down to you oh mighty one.  You, my friend will get the Premium Website Builder.  Included in the box are thousands, seventy, twenty, ermmm, five and two Premium templates, perfect for decorating your very own Nkandla Resort (online that is).

13

Do I have to register a new domain name when I join OpenWeb Hosting, or can I transfer an existing one?

Feel free to bring your own domain name.  Our automatic transfer system will allow you to ‘bring-and-come’.  We will even host your DNS for you ate no extra charge!  If you are like our Number One and like changing your mind every few days, that’s no problem.  You can always transfer your domain away from us. (Please bear in mind that this will make us very sad.)

14

Why do I need a Web Hosting account?

Hosting your own website can be the start of many exciting and creative ventures.  You could host a personal blog where you share your love of the Zuptas; perhaps you would like to sell your one-of-a-kind collection of Aunty Gertrude’s tea cozies; or maybe you feel adventurous and would like to take over the world.  What you do online is up to you; getting you online is up to us!

15

Do you offer Instant Activation on the Home Uncapped PLUS product?

Yes!  If you order now, you will be up and running within minutes.  We try and simplify the signup process as much as possible.  Once you have provided us with a few details, we will email and SMS you your new OpenWeb ADSL details.  We believe the sooner you can start enjoying the pure goodness of OpenWeb the better.

16

Why do people love OpenWeb so much?

We are blushing a bit here.  We feel that if you promise something, you must deliver.  We promise only what we can deliver and over-deliver on!  Our packages have been created to be easy to understand.  We have tried to cut out all the technical jargon and make it a joy to own Broadband.  So many ISP’s hide behind their technical terms and never really tell you what the account you are paying your hard earned cash for is capable of.  We are open, honest and transparent about each of our products.  We also believe our Support is pretty darn good.  We invest in only the top technical staff that love our customers as much as we love you.

17

What does Priority on Streaming and Gaming actually mean?

Home Uncapped PLUS offers priority on Streaming and Gaming 24 / 7.  This means that your streaming from ANY streaming site in the world, and Gaming, from ANY Gaming site in the world will always experience the best latencies and speeds possible.  If you love to Stream or Game, this package is for you.

18

What kind of shaping can I expect on Home Uncapped PLUS?

Home Uncapped PLUS focuses shaping on only the heavy protocols such as torrents, p2p and large downloads.  We never touch browsing, emails, social sites such as Facebook, Twitter, Google services etc.  Streaming and Gaming has priority on it 24 / 7 and is always unshaped.

19

What is the difference between Home Uncapped and Home Uncapped PLUS?

Home Uncapped PLUS offers Priority on Streaming and Gaming 24 / 7.  This means no shaping on these protocols at all, no matter how much data you use.  Another large difference between the two products is the Guaranteed Unshaped access on Home Uncapped PLUS daily between 19:00 and 07:00.  Home Uncapped PLUS also has a lower contention ratio and overall higher priority on the network compared to the normal Home Uncapped product.

20

Which payment methods can I use when I buy Home Uncapped PLUS?

Home Uncapped PLUS accepts payment via debit order and credot order (automatic deduction from your credit card).

21

Which payment methods can I use when I buy a Home Uncapped account?

We accept debit orders (a deduction from your bank account) or credit card orders (an automatic deduction from your credit card) as payment options.

22

Does the Home Uncapped pricing include the Telkom ADSL line rental?

No.  The pricing quoted above is for the data only.  You may rent your ADSL line directly from Telkom, or you can have OpenWeb take over the line.  Drop us a mail on admin@openweb.co.za for pricing.

23

Do you shape streaming such as Youtube and Netflix on Home Uncapped?

We try our absolute best to not shape streaming on Home Uncapped.  However, if the network is very busy, which does not happen often, we can shape streaming.  If you would like to guarantee that your streaming is never ever shaped, may we suggest you consider our Home Uncapped PLUS package.  On the Home Uncapped PLUS package we guarantee Uncapped Unshaped Streaming and Gaming 24 / 7.

24

How much shaping is there on the Home Uncapped package?

We have created a shaping policy that offers the perfect balance between work and play.  Firstly, shaping will never ever affect your general use such as browsing, gaming and emails.  These protocols are always unshaped.  Shaping will only affect the heavier protocols such as heavy downloads and torrents during busy network periods.  When the network is quiet, generally after around 19:00, then we unshape the network so that you can download as much as you like.

25

Why should I buy Home Uncapped ADSL?

Home Uncapped ADSL from OpenWeb offers the perfect balance between price and performance.  The package was created for clients who would like to enjoy a great browsing, socializing and general internet experience 24 / 7, but can accept shaping when the network is busy and unshaped access when it is not.

26

My question was not answered here, what can I do?

If you have any further questions, please email support@openweb.co.za

27

How do I know that my account has been cancelled?

You would receive a cancellation reference number; this number would then be used should you want to follow up on the progress of your cancellation.

28

How do I cancel my account?

To Cancel your ADSL account and the associated debit order go here (www.openweb.co.za/cancellations) and fill in all the required details.

As per Section 8 of Openwebs ‘terms’ we require one (1) calendar months’ notice.
(http://openweb.co.za/terms-conditions/)

29

I have high latency (ping) on my line, why is this?

High latency and packet loss is not caused by the Data account (OpenWeb account). Our network has not experienced latency or packet loss for a number of years now. Also, our shaping does not increase latency, ever.
High latency and / or packet loss is almost always caused by a fault on the Telkom side, or the client hardware side.
Kindly call Telkom on 10210 and have them further troubleshoot with you.
If this comes out clear, kindly try using a different router with a LAN cable directly connected to the router. Do not use Wifi during testing.

30

How do the ‘Free’ for the rest-of-the-month accounts work?

These accounts are Openweb promotional accounts and Yes they are FREE for the rest of the month you bought them in, however the promotion works on the understanding that you will be charged the ‘normal’ price of the account every month thereafter. These are NOT trial accounts and should you want to cancel the account the notice period as detailed in Section 8 of Openwebs ‘terms’ applies.

31

I am on the ‘special’ package and I am being shaped, what can I do?

The ‘special’ accounts are part of our HOME package and as such will be shaped during periods when the network is busy. When shaping occurs it will affect services such as ‘streaming of voice/video’ as well as ‘downloads’, ‘gaming’ and the use of some services over HTTPS.
Shaping will be lifted on the account as soon as the network load decreases.

The majority of our users who use the HOME series of packages that require the above services during busy periods often upgrade their packages accordingly, we can arrange a trial on one of our uncapped unshaped packages should you want to try it out.

32

I cannot send mail, what are the SMTP settings?

SMTP:  smtp.openweb.co.za

33

I have a premium account, how do I get my SIM card?

Click on the Request Mobile Data button in the Home control panel.  You will need to upload your ID Document and proof of residence, as well as provide us with some delivery details.

34

My debit order did not run, can OpenWeb rerun the debit for me?

We unfortunately cannot rerun the debit order, please pay by EFT, we can then reconnect the account.

ABSA
A/C No:  4064449626
A/C Type:  Cheque
Branch Code:  632005
Reference:  First and Last Name

On completion:
Email proof of payment and your full openweb ADSL username to admin@openweb.co.za

35

How do I top-up my account?

Please send admin@openweb.co.za an email stating you would like a top up
Include your full OpenWeb ADSL username. Have a look at the Openweb website under the capped accounts and chose an amount for the account to be topped up.

36

How do I downgrade my current package?

Please email: downgrades@openweb.co.za
All downgrades need to be logged via the downgrades department.
Please include the following in the email:

•    Username:
•    OW number
•    Current package:
•    Downgrade package:

37

How do I upgrade my package?

Please email support@openweb.co.za your username and OW number, so they can prepare a change notice for you, the service will only be upgraded on your confirmation.
They will then send you a final confirmation for upgrade.
This will include:

•    ADSL Username:
•    OW number
•    Current package:
•    Upgrade package:
•    Increase in monthly spend:

38

Can I ‘try-before-i-buy’. How do I get a trial account?

Sure! To ensure we set you up with a trial account that matches your needs properly we need an idea of what you want to do.

Please fill in the following questions and get them back to us here, (admin@openweb.co.za) then we can then arrange a trial for you 🙂

•    What is your name and how can we contact you?
•    Are you looking for an account for home or business use?
•    Do you intend to download vast amounts of data/bandwidth.
•    Do you want to watch movies and TV series on line (Showmax/Netflix etc)
•    Gaming – do you intend to use your ADSL account to play online games?
•    What are these games?
•    Is this a general account for everyday use and web browsing?
•    What is your budget?
•    Are you needing uncapped or capped? – If uncapped what size ADSL line do you have?
•    What is the ADSL land line number to be used for this allocation?

39

Which Uncapped Openweb DSL package is right for me?

Broadly speaking OpenWeb offers its uncapped packages in four tiers:

•    Home Uncapped Shaped – these are entry level packages suitable for basic web browsing and email, these packages do not support the transfer of vast amounts of data, specifically P2P, NNTP, HTTP filehost and video on demand (VOD).
•    Home Uncapped PLUS – these accounts are OpenWeb’s ‘middle of the road’ option, they offer great web browsing and email with limited P2P, NNTP, HTTP filehost and VOD.  Guaranteed unshaped access is offered daily between 19:00 and 07:00
•    Home Uncapped Premium – these packages have no limits and is completely unshaped.
•    Capped/Business – OpenWeb also has high volume capped accounts and special business accounts available.

40

How do I get an OW number? I don’t have one.

If you do not have an OW number, please go here and register: https://home.openweb.co.za/register

41

What is an OW number?

This is a “client” number, you will use this to access the client panel on our home page, from here you can see services attached to your account as well as monitor usage.

42

Does OpenWeb offer the service of managing the Telkom DSL line on my behalf?

Yes, we do offer this service.  Kindly drop us a mail on admin@openweb.co.za and we will send you all the details.

43

Does OpenWeb install the DSL line for me?

We do not handle the Telkom installation; this would have to be done with Telkom.
In order for Telkom to give you a quote and arrange an installer to install your ADSL, you need to phone 10210.  Fibre is a different story though.  We handle the installation of the line as well as the data account.

44

What are the configuration details of my DSL account?

Please set your router up as follows:

Encapsulation : PPPoE
DNS: Automatic
Multiplexing Method : LLC
VPI: 8
VCI: 35

45

I would like to use my new DSL account, now what?

•    Be sure you have a working Telkom ADSL line installed and a ADSL router ready.
•    Pick your OpenWeb package.
•    Sign up, be sure to fill in all the required details and read through the ‘terms of service’
•    Openweb will email you a username and password.
•    Enter this username and password in your router and connect to OpenWeb 🙂

46

How do I sign up with OpenWeb?

It’s a simple process. Please use the easy menu above, choose the service type you are looking for and select the package you would like.  Click on Order Now and follow the simple signup steps.

47

What is OpenWeb?

OpenWeb is an internet data/bandwidth reseller.

01

I have used up my data, can I topup?

You most definitely can! Simply drop our OpenWeb LTE Service Champions a mail on lte@openweb.email to get you loaded up.

02

What happens when I move? Can I use my LTE-A service at another location?

The great thing about the LTE-A Mobile Wifi product is that you can literally use it anywhere in South Africa where there is coverage. It is a truly mobile service.

03

I already have an LTE-A router, do I still have to pay the once off setup fee?

Due to the quality of service we built into the LTE-A network, it is a requirement to use our router. Trust us, it is worth it!

04

What speed will I get on the LTE-A Mobile Wifi service?

Speed is reliant on your coverage. If your coverage is great, you will get great speeds. On Average users get between around 10Mbps and 50Mbps speeds.

05

What is LTE-A and what makes it so special?

LTE-A is the big brother of LTE. It works at around 3 to 5 times faster than normal LTE and is around 20 times more reliable and consistent.

06

What happens if I do not have an Avios Travel Rewards Programme or British Airways Executive club account? Can I still collect Avios?

All you have to do is create your FREE Avios account by visiting http://www.avios.com or British Airways Executive Club account by visiting http://www.ba.com – Once you have successfully registered, you will instantly be issued with your new Membership number/s, which you can then enter into your OpenWeb Client Panel to start earning Avios on your eligible OpenWeb purchases.

07

Can I claim missing Avios?

Yes you can.  If the system has not automatically applied Avios to your account and you have purchased an eligible product, you may email avios@openweb.co.za with your request.  Please note, it may take up to 30 days for missing Avios to be applied to your account, if eligible.

08

Once I have loaded my Avios / British Airways Executive Club membership number to the OpenWeb client panel, will I receive Avios for past purchases?

Unfortunately not.  Avios will only be applied from the date you load your Membership number.

09

Will OpenWeb automatically load Avios to my account?

If you have entered your Avios Membership number or British Airways Executive Club number in your OpenWeb Client Poral (https://home.openweb.co.za), and the product /s you have purchased from us qualifies for Avios, we will automatically load the Avios to your account once per month.

10

How can I collect Avios with OpenWeb?

Have a look at our Avios Collection Graph below:

 

Eligible product Avios
ADSL Line Rental 1,000 Avios
Fibre Router 1,000 Avios
Fibre Monthly Rental 1 Avios per R4 spend (1 Avios per R2 for the first 6 months of payments)
Uncapped Business ADSL monthly rental 1 Avios per R7 spend
Uncapped Business Fibre monthly rental 1 Avios per R10 spend
Bolt-On Product Offer

(including purchasing i) Fibre Router as part of initial installation; ii) ad-hoc streaming; and iii) gaming or priority download bolt-on)

1,000 Avios – Fibre Router purchase

500 Avios – 1st bolt-on purchase

250 Avios – 2nd and further bolt-on purchases

Reseller Offer 1 Avios per R10 on billed data above R50,000

1 Avios per R7.50 on billed data above

11

Why would I need a Dedicated Traffic Pipe?

Good question!  Think of the Dedicated Traffic Pipe as your very own Blue Light Brigade.  You get a fast, dedicated chunk of network bandwidth to transport you and your entourage to wherever you want to go on the internet.  Ok, sorry, we’re getting carried away.  Basically, we reserve a fast, dedicated portion of traffic on our massive cloud network just for you.  This means your website will load faster than the Rand drops after a Number One speech.

12

How do I build a website?

Oh that is so easy!  On most of our packages (barring the cheapie one – that one is for your long lost cousin who will be your first caller after catching the PowerBall this Saturday) you get a Free Website Builder tool.  This allows you to build a website without any ‘nerdyness’ needed.  It’s so easy even Gran can get it done!  Now if you are the ‘Larnie’ of the family, you will buy a Premium Package.  There are no limits to your brilliance!  We bow down to you oh mighty one.  You, my friend will get the Premium Website Builder.  Included in the box are thousands, seventy, twenty, ermmm, five and two Premium templates, perfect for decorating your very own Nkandla Resort (online that is).

13

Do I have to register a new domain name when I join OpenWeb Hosting, or can I transfer an existing one?

Feel free to bring your own domain name.  Our automatic transfer system will allow you to ‘bring-and-come’.  We will even host your DNS for you ate no extra charge!  If you are like our Number One and like changing your mind every few days, that’s no problem.  You can always transfer your domain away from us. (Please bear in mind that this will make us very sad.)

14

Why do I need a Web Hosting account?

Hosting your own website can be the start of many exciting and creative ventures.  You could host a personal blog where you share your love of the Zuptas; perhaps you would like to sell your one-of-a-kind collection of Aunty Gertrude’s tea cozies; or maybe you feel adventurous and would like to take over the world.  What you do online is up to you; getting you online is up to us!

15

Do you offer Instant Activation on the Home Uncapped PLUS product?

Yes!  If you order now, you will be up and running within minutes.  We try and simplify the signup process as much as possible.  Once you have provided us with a few details, we will email and SMS you your new OpenWeb ADSL details.  We believe the sooner you can start enjoying the pure goodness of OpenWeb the better.

16

Why do people love OpenWeb so much?

We are blushing a bit here.  We feel that if you promise something, you must deliver.  We promise only what we can deliver and over-deliver on!  Our packages have been created to be easy to understand.  We have tried to cut out all the technical jargon and make it a joy to own Broadband.  So many ISP’s hide behind their technical terms and never really tell you what the account you are paying your hard earned cash for is capable of.  We are open, honest and transparent about each of our products.  We also believe our Support is pretty darn good.  We invest in only the top technical staff that love our customers as much as we love you.

17

What does Priority on Streaming and Gaming actually mean?

Home Uncapped PLUS offers priority on Streaming and Gaming 24 / 7.  This means that your streaming from ANY streaming site in the world, and Gaming, from ANY Gaming site in the world will always experience the best latencies and speeds possible.  If you love to Stream or Game, this package is for you.

18

What kind of shaping can I expect on Home Uncapped PLUS?

Home Uncapped PLUS focuses shaping on only the heavy protocols such as torrents, p2p and large downloads.  We never touch browsing, emails, social sites such as Facebook, Twitter, Google services etc.  Streaming and Gaming has priority on it 24 / 7 and is always unshaped.

19

What is the difference between Home Uncapped and Home Uncapped PLUS?

Home Uncapped PLUS offers Priority on Streaming and Gaming 24 / 7.  This means no shaping on these protocols at all, no matter how much data you use.  Another large difference between the two products is the Guaranteed Unshaped access on Home Uncapped PLUS daily between 19:00 and 07:00.  Home Uncapped PLUS also has a lower contention ratio and overall higher priority on the network compared to the normal Home Uncapped product.

20

Which payment methods can I use when I buy Home Uncapped PLUS?

Home Uncapped PLUS accepts payment via debit order and credot order (automatic deduction from your credit card).

21

Which payment methods can I use when I buy a Home Uncapped account?

We accept debit orders (a deduction from your bank account) or credit card orders (an automatic deduction from your credit card) as payment options.

22

Does the Home Uncapped pricing include the Telkom ADSL line rental?

No.  The pricing quoted above is for the data only.  You may rent your ADSL line directly from Telkom, or you can have OpenWeb take over the line.  Drop us a mail on admin@openweb.co.za for pricing.

23

Do you shape streaming such as Youtube and Netflix on Home Uncapped?

We try our absolute best to not shape streaming on Home Uncapped.  However, if the network is very busy, which does not happen often, we can shape streaming.  If you would like to guarantee that your streaming is never ever shaped, may we suggest you consider our Home Uncapped PLUS package.  On the Home Uncapped PLUS package we guarantee Uncapped Unshaped Streaming and Gaming 24 / 7.

24

How much shaping is there on the Home Uncapped package?

We have created a shaping policy that offers the perfect balance between work and play.  Firstly, shaping will never ever affect your general use such as browsing, gaming and emails.  These protocols are always unshaped.  Shaping will only affect the heavier protocols such as heavy downloads and torrents during busy network periods.  When the network is quiet, generally after around 19:00, then we unshape the network so that you can download as much as you like.

25

Why should I buy Home Uncapped ADSL?

Home Uncapped ADSL from OpenWeb offers the perfect balance between price and performance.  The package was created for clients who would like to enjoy a great browsing, socializing and general internet experience 24 / 7, but can accept shaping when the network is busy and unshaped access when it is not.

26

My question was not answered here, what can I do?

If you have any further questions, please email support@openweb.co.za

27

How do I know that my account has been cancelled?

You would receive a cancellation reference number; this number would then be used should you want to follow up on the progress of your cancellation.

28

How do I cancel my account?

To Cancel your ADSL account and the associated debit order go here (www.openweb.co.za/cancellations) and fill in all the required details.

As per Section 8 of Openwebs ‘terms’ we require one (1) calendar months’ notice.
(http://openweb.co.za/terms-conditions/)

29

I have high latency (ping) on my line, why is this?

High latency and packet loss is not caused by the Data account (OpenWeb account). Our network has not experienced latency or packet loss for a number of years now. Also, our shaping does not increase latency, ever.
High latency and / or packet loss is almost always caused by a fault on the Telkom side, or the client hardware side.
Kindly call Telkom on 10210 and have them further troubleshoot with you.
If this comes out clear, kindly try using a different router with a LAN cable directly connected to the router. Do not use Wifi during testing.

30

How do the ‘Free’ for the rest-of-the-month accounts work?

These accounts are Openweb promotional accounts and Yes they are FREE for the rest of the month you bought them in, however the promotion works on the understanding that you will be charged the ‘normal’ price of the account every month thereafter. These are NOT trial accounts and should you want to cancel the account the notice period as detailed in Section 8 of Openwebs ‘terms’ applies.

31

I am on the ‘special’ package and I am being shaped, what can I do?

The ‘special’ accounts are part of our HOME package and as such will be shaped during periods when the network is busy. When shaping occurs it will affect services such as ‘streaming of voice/video’ as well as ‘downloads’, ‘gaming’ and the use of some services over HTTPS.
Shaping will be lifted on the account as soon as the network load decreases.

The majority of our users who use the HOME series of packages that require the above services during busy periods often upgrade their packages accordingly, we can arrange a trial on one of our uncapped unshaped packages should you want to try it out.

32

I cannot send mail, what are the SMTP settings?

SMTP:  smtp.openweb.co.za

33

I have a premium account, how do I get my SIM card?

Click on the Request Mobile Data button in the Home control panel.  You will need to upload your ID Document and proof of residence, as well as provide us with some delivery details.

34

My debit order did not run, can OpenWeb rerun the debit for me?

We unfortunately cannot rerun the debit order, please pay by EFT, we can then reconnect the account.

ABSA
A/C No:  4064449626
A/C Type:  Cheque
Branch Code:  632005
Reference:  First and Last Name

On completion:
Email proof of payment and your full openweb ADSL username to admin@openweb.co.za

35

How do I top-up my account?

Please send admin@openweb.co.za an email stating you would like a top up
Include your full OpenWeb ADSL username. Have a look at the Openweb website under the capped accounts and chose an amount for the account to be topped up.

36

How do I downgrade my current package?

Please email: downgrades@openweb.co.za
All downgrades need to be logged via the downgrades department.
Please include the following in the email:

•    Username:
•    OW number
•    Current package:
•    Downgrade package:

37

How do I upgrade my package?

Please email support@openweb.co.za your username and OW number, so they can prepare a change notice for you, the service will only be upgraded on your confirmation.
They will then send you a final confirmation for upgrade.
This will include:

•    ADSL Username:
•    OW number
•    Current package:
•    Upgrade package:
•    Increase in monthly spend:

38

Can I ‘try-before-i-buy’. How do I get a trial account?

Sure! To ensure we set you up with a trial account that matches your needs properly we need an idea of what you want to do.

Please fill in the following questions and get them back to us here, (admin@openweb.co.za) then we can then arrange a trial for you 🙂

•    What is your name and how can we contact you?
•    Are you looking for an account for home or business use?
•    Do you intend to download vast amounts of data/bandwidth.
•    Do you want to watch movies and TV series on line (Showmax/Netflix etc)
•    Gaming – do you intend to use your ADSL account to play online games?
•    What are these games?
•    Is this a general account for everyday use and web browsing?
•    What is your budget?
•    Are you needing uncapped or capped? – If uncapped what size ADSL line do you have?
•    What is the ADSL land line number to be used for this allocation?

39

Which Uncapped Openweb DSL package is right for me?

Broadly speaking OpenWeb offers its uncapped packages in four tiers:

•    Home Uncapped Shaped – these are entry level packages suitable for basic web browsing and email, these packages do not support the transfer of vast amounts of data, specifically P2P, NNTP, HTTP filehost and video on demand (VOD).
•    Home Uncapped PLUS – these accounts are OpenWeb’s ‘middle of the road’ option, they offer great web browsing and email with limited P2P, NNTP, HTTP filehost and VOD.  Guaranteed unshaped access is offered daily between 19:00 and 07:00
•    Home Uncapped Premium – these packages have no limits and is completely unshaped.
•    Capped/Business – OpenWeb also has high volume capped accounts and special business accounts available.

40

How do I get an OW number? I don’t have one.

If you do not have an OW number, please go here and register: https://home.openweb.co.za/register

41

What is an OW number?

This is a “client” number, you will use this to access the client panel on our home page, from here you can see services attached to your account as well as monitor usage.

42

Does OpenWeb offer the service of managing the Telkom DSL line on my behalf?

Yes, we do offer this service.  Kindly drop us a mail on admin@openweb.co.za and we will send you all the details.

43

Does OpenWeb install the DSL line for me?

We do not handle the Telkom installation; this would have to be done with Telkom.
In order for Telkom to give you a quote and arrange an installer to install your ADSL, you need to phone 10210.  Fibre is a different story though.  We handle the installation of the line as well as the data account.

44

What are the configuration details of my DSL account?

Please set your router up as follows:

Encapsulation : PPPoE
DNS: Automatic
Multiplexing Method : LLC
VPI: 8
VCI: 35

45

I would like to use my new DSL account, now what?

•    Be sure you have a working Telkom ADSL line installed and a ADSL router ready.
•    Pick your OpenWeb package.
•    Sign up, be sure to fill in all the required details and read through the ‘terms of service’
•    Openweb will email you a username and password.
•    Enter this username and password in your router and connect to OpenWeb 🙂

46

How do I sign up with OpenWeb?

It’s a simple process. Please use the easy menu above, choose the service type you are looking for and select the package you would like.  Click on Order Now and follow the simple signup steps.

47

What is OpenWeb?

OpenWeb is an internet data/bandwidth reseller.

01

I have used up my data, can I topup?

You most definitely can! Simply drop our OpenWeb LTE Service Champions a mail on lte@openweb.email to get you loaded up.

02

What happens when I move? Can I use my LTE-A service at another location?

The great thing about the LTE-A Mobile Wifi product is that you can literally use it anywhere in South Africa where there is coverage. It is a truly mobile service.

03

I already have an LTE-A router, do I still have to pay the once off setup fee?

Due to the quality of service we built into the LTE-A network, it is a requirement to use our router. Trust us, it is worth it!

04

What speed will I get on the LTE-A Mobile Wifi service?

Speed is reliant on your coverage. If your coverage is great, you will get great speeds. On Average users get between around 10Mbps and 50Mbps speeds.

05

What is LTE-A and what makes it so special?

LTE-A is the big brother of LTE. It works at around 3 to 5 times faster than normal LTE and is around 20 times more reliable and consistent.

06

What happens if I do not have an Avios Travel Rewards Programme or British Airways Executive club account? Can I still collect Avios?

All you have to do is create your FREE Avios account by visiting http://www.avios.com or British Airways Executive Club account by visiting http://www.ba.com – Once you have successfully registered, you will instantly be issued with your new Membership number/s, which you can then enter into your OpenWeb Client Panel to start earning Avios on your eligible OpenWeb purchases.

07

Can I claim missing Avios?

Yes you can.  If the system has not automatically applied Avios to your account and you have purchased an eligible product, you may email avios@openweb.co.za with your request.  Please note, it may take up to 30 days for missing Avios to be applied to your account, if eligible.

08

Once I have loaded my Avios / British Airways Executive Club membership number to the OpenWeb client panel, will I receive Avios for past purchases?

Unfortunately not.  Avios will only be applied from the date you load your Membership number.

09

Will OpenWeb automatically load Avios to my account?

If you have entered your Avios Membership number or British Airways Executive Club number in your OpenWeb Client Poral (https://home.openweb.co.za), and the product /s you have purchased from us qualifies for Avios, we will automatically load the Avios to your account once per month.

10

How can I collect Avios with OpenWeb?

Have a look at our Avios Collection Graph below:

 

Eligible product Avios
ADSL Line Rental 1,000 Avios
Fibre Router 1,000 Avios
Fibre Monthly Rental 1 Avios per R4 spend (1 Avios per R2 for the first 6 months of payments)
Uncapped Business ADSL monthly rental 1 Avios per R7 spend
Uncapped Business Fibre monthly rental 1 Avios per R10 spend
Bolt-On Product Offer

(including purchasing i) Fibre Router as part of initial installation; ii) ad-hoc streaming; and iii) gaming or priority download bolt-on)

1,000 Avios – Fibre Router purchase

500 Avios – 1st bolt-on purchase

250 Avios – 2nd and further bolt-on purchases

Reseller Offer 1 Avios per R10 on billed data above R50,000

1 Avios per R7.50 on billed data above

11

Why would I need a Dedicated Traffic Pipe?

Good question!  Think of the Dedicated Traffic Pipe as your very own Blue Light Brigade.  You get a fast, dedicated chunk of network bandwidth to transport you and your entourage to wherever you want to go on the internet.  Ok, sorry, we’re getting carried away.  Basically, we reserve a fast, dedicated portion of traffic on our massive cloud network just for you.  This means your website will load faster than the Rand drops after a Number One speech.

12

How do I build a website?

Oh that is so easy!  On most of our packages (barring the cheapie one – that one is for your long lost cousin who will be your first caller after catching the PowerBall this Saturday) you get a Free Website Builder tool.  This allows you to build a website without any ‘nerdyness’ needed.  It’s so easy even Gran can get it done!  Now if you are the ‘Larnie’ of the family, you will buy a Premium Package.  There are no limits to your brilliance!  We bow down to you oh mighty one.  You, my friend will get the Premium Website Builder.  Included in the box are thousands, seventy, twenty, ermmm, five and two Premium templates, perfect for decorating your very own Nkandla Resort (online that is).

13

Do I have to register a new domain name when I join OpenWeb Hosting, or can I transfer an existing one?

Feel free to bring your own domain name.  Our automatic transfer system will allow you to ‘bring-and-come’.  We will even host your DNS for you ate no extra charge!  If you are like our Number One and like changing your mind every few days, that’s no problem.  You can always transfer your domain away from us. (Please bear in mind that this will make us very sad.)

14

Why do I need a Web Hosting account?

Hosting your own website can be the start of many exciting and creative ventures.  You could host a personal blog where you share your love of the Zuptas; perhaps you would like to sell your one-of-a-kind collection of Aunty Gertrude’s tea cozies; or maybe you feel adventurous and would like to take over the world.  What you do online is up to you; getting you online is up to us!

15

Do you offer Instant Activation on the Home Uncapped PLUS product?

Yes!  If you order now, you will be up and running within minutes.  We try and simplify the signup process as much as possible.  Once you have provided us with a few details, we will email and SMS you your new OpenWeb ADSL details.  We believe the sooner you can start enjoying the pure goodness of OpenWeb the better.

16

Why do people love OpenWeb so much?

We are blushing a bit here.  We feel that if you promise something, you must deliver.  We promise only what we can deliver and over-deliver on!  Our packages have been created to be easy to understand.  We have tried to cut out all the technical jargon and make it a joy to own Broadband.  So many ISP’s hide behind their technical terms and never really tell you what the account you are paying your hard earned cash for is capable of.  We are open, honest and transparent about each of our products.  We also believe our Support is pretty darn good.  We invest in only the top technical staff that love our customers as much as we love you.

17

What does Priority on Streaming and Gaming actually mean?

Home Uncapped PLUS offers priority on Streaming and Gaming 24 / 7.  This means that your streaming from ANY streaming site in the world, and Gaming, from ANY Gaming site in the world will always experience the best latencies and speeds possible.  If you love to Stream or Game, this package is for you.

18

What kind of shaping can I expect on Home Uncapped PLUS?

Home Uncapped PLUS focuses shaping on only the heavy protocols such as torrents, p2p and large downloads.  We never touch browsing, emails, social sites such as Facebook, Twitter, Google services etc.  Streaming and Gaming has priority on it 24 / 7 and is always unshaped.

19

What is the difference between Home Uncapped and Home Uncapped PLUS?

Home Uncapped PLUS offers Priority on Streaming and Gaming 24 / 7.  This means no shaping on these protocols at all, no matter how much data you use.  Another large difference between the two products is the Guaranteed Unshaped access on Home Uncapped PLUS daily between 19:00 and 07:00.  Home Uncapped PLUS also has a lower contention ratio and overall higher priority on the network compared to the normal Home Uncapped product.

20

Which payment methods can I use when I buy Home Uncapped PLUS?

Home Uncapped PLUS accepts payment via debit order and credot order (automatic deduction from your credit card).

21

Which payment methods can I use when I buy a Home Uncapped account?

We accept debit orders (a deduction from your bank account) or credit card orders (an automatic deduction from your credit card) as payment options.

22

Does the Home Uncapped pricing include the Telkom ADSL line rental?

No.  The pricing quoted above is for the data only.  You may rent your ADSL line directly from Telkom, or you can have OpenWeb take over the line.  Drop us a mail on admin@openweb.co.za for pricing.

23

Do you shape streaming such as Youtube and Netflix on Home Uncapped?

We try our absolute best to not shape streaming on Home Uncapped.  However, if the network is very busy, which does not happen often, we can shape streaming.  If you would like to guarantee that your streaming is never ever shaped, may we suggest you consider our Home Uncapped PLUS package.  On the Home Uncapped PLUS package we guarantee Uncapped Unshaped Streaming and Gaming 24 / 7.

24

How much shaping is there on the Home Uncapped package?

We have created a shaping policy that offers the perfect balance between work and play.  Firstly, shaping will never ever affect your general use such as browsing, gaming and emails.  These protocols are always unshaped.  Shaping will only affect the heavier protocols such as heavy downloads and torrents during busy network periods.  When the network is quiet, generally after around 19:00, then we unshape the network so that you can download as much as you like.

25

Why should I buy Home Uncapped ADSL?

Home Uncapped ADSL from OpenWeb offers the perfect balance between price and performance.  The package was created for clients who would like to enjoy a great browsing, socializing and general internet experience 24 / 7, but can accept shaping when the network is busy and unshaped access when it is not.

26

My question was not answered here, what can I do?

If you have any further questions, please email support@openweb.co.za

27

How do I know that my account has been cancelled?

You would receive a cancellation reference number; this number would then be used should you want to follow up on the progress of your cancellation.

28

How do I cancel my account?

To Cancel your ADSL account and the associated debit order go here (www.openweb.co.za/cancellations) and fill in all the required details.

As per Section 8 of Openwebs ‘terms’ we require one (1) calendar months’ notice.
(http://openweb.co.za/terms-conditions/)

29

I have high latency (ping) on my line, why is this?

High latency and packet loss is not caused by the Data account (OpenWeb account). Our network has not experienced latency or packet loss for a number of years now. Also, our shaping does not increase latency, ever.
High latency and / or packet loss is almost always caused by a fault on the Telkom side, or the client hardware side.
Kindly call Telkom on 10210 and have them further troubleshoot with you.
If this comes out clear, kindly try using a different router with a LAN cable directly connected to the router. Do not use Wifi during testing.

30

How do the ‘Free’ for the rest-of-the-month accounts work?

These accounts are Openweb promotional accounts and Yes they are FREE for the rest of the month you bought them in, however the promotion works on the understanding that you will be charged the ‘normal’ price of the account every month thereafter. These are NOT trial accounts and should you want to cancel the account the notice period as detailed in Section 8 of Openwebs ‘terms’ applies.

31

I am on the ‘special’ package and I am being shaped, what can I do?

The ‘special’ accounts are part of our HOME package and as such will be shaped during periods when the network is busy. When shaping occurs it will affect services such as ‘streaming of voice/video’ as well as ‘downloads’, ‘gaming’ and the use of some services over HTTPS.
Shaping will be lifted on the account as soon as the network load decreases.

The majority of our users who use the HOME series of packages that require the above services during busy periods often upgrade their packages accordingly, we can arrange a trial on one of our uncapped unshaped packages should you want to try it out.

32

I cannot send mail, what are the SMTP settings?

SMTP:  smtp.openweb.co.za

33

I have a premium account, how do I get my SIM card?

Click on the Request Mobile Data button in the Home control panel.  You will need to upload your ID Document and proof of residence, as well as provide us with some delivery details.

34

My debit order did not run, can OpenWeb rerun the debit for me?

We unfortunately cannot rerun the debit order, please pay by EFT, we can then reconnect the account.

ABSA
A/C No:  4064449626
A/C Type:  Cheque
Branch Code:  632005
Reference:  First and Last Name

On completion:
Email proof of payment and your full openweb ADSL username to admin@openweb.co.za

35

How do I top-up my account?

Please send admin@openweb.co.za an email stating you would like a top up
Include your full OpenWeb ADSL username. Have a look at the Openweb website under the capped accounts and chose an amount for the account to be topped up.

36

How do I downgrade my current package?

Please email: downgrades@openweb.co.za
All downgrades need to be logged via the downgrades department.
Please include the following in the email:

•    Username:
•    OW number
•    Current package:
•    Downgrade package:

37

How do I upgrade my package?

Please email support@openweb.co.za your username and OW number, so they can prepare a change notice for you, the service will only be upgraded on your confirmation.
They will then send you a final confirmation for upgrade.
This will include:

•    ADSL Username:
•    OW number
•    Current package:
•    Upgrade package:
•    Increase in monthly spend:

38

Can I ‘try-before-i-buy’. How do I get a trial account?

Sure! To ensure we set you up with a trial account that matches your needs properly we need an idea of what you want to do.

Please fill in the following questions and get them back to us here, (admin@openweb.co.za) then we can then arrange a trial for you 🙂

•    What is your name and how can we contact you?
•    Are you looking for an account for home or business use?
•    Do you intend to download vast amounts of data/bandwidth.
•    Do you want to watch movies and TV series on line (Showmax/Netflix etc)
•    Gaming – do you intend to use your ADSL account to play online games?
•    What are these games?
•    Is this a general account for everyday use and web browsing?
•    What is your budget?
•    Are you needing uncapped or capped? – If uncapped what size ADSL line do you have?
•    What is the ADSL land line number to be used for this allocation?

39

Which Uncapped Openweb DSL package is right for me?

Broadly speaking OpenWeb offers its uncapped packages in four tiers:

•    Home Uncapped Shaped – these are entry level packages suitable for basic web browsing and email, these packages do not support the transfer of vast amounts of data, specifically P2P, NNTP, HTTP filehost and video on demand (VOD).
•    Home Uncapped PLUS – these accounts are OpenWeb’s ‘middle of the road’ option, they offer great web browsing and email with limited P2P, NNTP, HTTP filehost and VOD.  Guaranteed unshaped access is offered daily between 19:00 and 07:00
•    Home Uncapped Premium – these packages have no limits and is completely unshaped.
•    Capped/Business – OpenWeb also has high volume capped accounts and special business accounts available.

40

How do I get an OW number? I don’t have one.

If you do not have an OW number, please go here and register: https://home.openweb.co.za/register

41

What is an OW number?

This is a “client” number, you will use this to access the client panel on our home page, from here you can see services attached to your account as well as monitor usage.

42

Does OpenWeb offer the service of managing the Telkom DSL line on my behalf?

Yes, we do offer this service.  Kindly drop us a mail on admin@openweb.co.za and we will send you all the details.

43

Does OpenWeb install the DSL line for me?

We do not handle the Telkom installation; this would have to be done with Telkom.
In order for Telkom to give you a quote and arrange an installer to install your ADSL, you need to phone 10210.  Fibre is a different story though.  We handle the installation of the line as well as the data account.

44

What are the configuration details of my DSL account?

Please set your router up as follows:

Encapsulation : PPPoE
DNS: Automatic
Multiplexing Method : LLC
VPI: 8
VCI: 35

45

I would like to use my new DSL account, now what?

•    Be sure you have a working Telkom ADSL line installed and a ADSL router ready.
•    Pick your OpenWeb package.
•    Sign up, be sure to fill in all the required details and read through the ‘terms of service’
•    Openweb will email you a username and password.
•    Enter this username and password in your router and connect to OpenWeb 🙂

46

How do I sign up with OpenWeb?

It’s a simple process. Please use the easy menu above, choose the service type you are looking for and select the package you would like.  Click on Order Now and follow the simple signup steps.

47

What is OpenWeb?

OpenWeb is an internet data/bandwidth reseller.