E-mail I sent cause of Brixton tower sucking

C

CrazyMadMan

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Hey guys I have just sent this e-mail to the support "people" about the Brixton tower that is sucking, I have not had any real problem for about 2months so this was a suprise to me as over the last few days it hasnt been going all that well. Here is the e-mail:

Hey, I’m connected to the Brixton tower and although it is operational the speeds on is absolutely ridiculous. I’m on the 256k package and this entire day I was lucky to get 4-5k/sec from local sites and international ones were much the same. I was also suffering connection and reconnections the entire day which is really irritating. Browsing is pretty slow and I would like to open a ticket right now the following is my connection information:

Tower 126
Sig:15%
S-N-L:7
Ber:42%
-92 dBm
-99 dBm
7 dBm

Things have been ok since I got the service but in the last week the service has degraded and as I am sure you all know documentation of this is clearly available on myadsl.co.za which is where I will be posting this e-mail as well as all the responses to my complaint. Thank you for your time and I am sure a speedily resolution will follow.

Yours faithfully

Ricardo Ferreria.

I will keep you all posted on the responses so we can all have a good chuckle :P
[;)]

Fantasy is what people want, reality is what they need.
 
Anticipated response: There is a large amount of pigeons in Johannesburg at the moment, and the birds tend to over around the tower sometimes. This will result in you getting disconnected.

The reason for your slow speeds is that the great god of internet connections is frowning upon you, and you need to adjust your modem to please this god by the principles of feng shui.

Thank you,
Sentech Support.
 
Looks like they have been fiddling with the tower. Since you have had good service, its your turn with the "bad service" token. Nothing out of the ordinary. Enjoy trying to get it sorted out...
 
LoneGunman - good luck. As always please give us feedback - no matter how useful or "otherwise" the feedback may be ;-)

I have a feeling the "Sentech restructuring" might be used as an excuse this time round ....

R
 
Dont forget your TUB of Vaseline ....... to ease the PAIN!!!!!!!!

Goodluck...... i think you are gonna need more than that......

PS....recce for water connections @ HQ........they might listen then!!!!
 
Just so you guys know ...
I havent used any bandwidth since saturday ...
So dont look at me :)
 
Here is a reply I got....

On Fri, 02 Jul 2004 05:09:04 +0200
"Support account" <[email protected]> wrote:
> Good day Mr. Ferreira
>
> In order to open a ticket successfully for you, we still
> require to do the following:
>
> 1) Supply us with your Username
>
> 2) A speed test/s verify if these speeds are low during
> an
> specific time of the day.
> To do the speed test follow the below steps:
> A)Log on to www.sentech.co.za
> B)Click on Products and services ( top menu )
> C)Click on MyWireless ( middle left handside )
> D)Click on support
> E)Click on speedtest
>
> 3) your complete address
> ( to check the status of the bandwith in your site )
>
>
> All the other information given it's correct, just the
> above information it's needed for the second level
> support
> to assist you in a much faster and afficent way with
> speedily resolution to your issue.
>
> Please note: if a ticket is opened without all the
> require
> information , it will take longer to solve.
>
> Or if you would like us to contact you and explain to us
> in
> a much more detail, please supply your contact number.
> An agent will then contact you shortly.
>
> Thank you Mr Ferreira
> Sentech Technical Support
> Matias T.

and this is what I sent back:

Open the ticket here is the information:

Username: richardo
Speed Test off your own site:
Speed Test
Your speed is: 4.71 KBps, or 37.64 Kbps
The test took 113.703 seconds to complete
I just want to say that this for a 256k package is more than pathetic.
The speeds are not low during any specific time of day they are just low all the time.
Address: Melville Estate no.121
Melville
2109

Let me know ASAP about what is going on. I want to know the REASON for the problem. Thank you.

Fantasy is what people want, reality is what they need.
 
And to add to that while im thinking of it, I should not have to thread my downloads to get good speeds, broadband solutions do not need to do that. I hate it, to download from ftp's i have to thread them and most ftp's dont allow 10x connections to them. U cant thread online tv nor can u thread online music and I want to be able to use both. This is not broadband it never was but atleast i want a decent product.

Fantasy is what people want, reality is what they need.
 
<blockquote id="quote"><font size="1" face="Verdana, Arial, Helvetica" id="quote">quote:<hr height="1" noshade id="quote"><i>Originally posted by LoneGunman</i>
<br />If I dont get satisfaction with this meeting, I'll then write a piece combining the interview with the Dark Lord, with that other letter currently on forum, then phone my Editor and offer it to him for free for publication in print.
<hr height="1" noshade id="quote"></blockquote id="quote"></font id="quote">
Problem is that all they need to do now is work really hard to appease *you* and then you won't write it, but then they'll just continue screwing over every single other customer that has problems, and continue giving customers insulting explanations and telling outright lies at the call center, and continue providing rubbish speeds and thinking that's OK. I say write it anyway ..
 
From that response I'm guessing that the requirements to work for their help desk is grade 7, maybe less.

Dear mister person.
We is watching at you issue that were gooi'ed at us by you.
Nuffing are actchewaly not right wif the gearbox...uhm transmission.
fank you for your conderespondensie.

Schleptech help desk.
Precious Mbeki.


....or is this too smart for sentech?
 
Far too smart


Fantasy is what people want, reality is what they need.
 
As usual it is a copy and paste job.. atleast its good they KNOW that im going slower than their theoretical lowest but they still have not given me an answer.

Good day,

As the service is shared, and has a contention ratio set at
30 users, your minimum throughput can reach speeds as low
as 8.5kbps gaurenteed. But needless to say the speeds you
are getting are quite slow and we have logged a service
call for this matter, your reference # is 5304.

We are aware of the current problem with the speed of the
service and
have placed a priority on its resolution. We assure you
that we do not
regard this as a trivial issue and are engaging all of our
senior
technical resources to identify the exact cause of the
problem and
rectify it.

The bandwidth allocated to the current customer base is
sufficient
(theoretically) to provide better throughput than is
currently
obtained by some of our customers but clearly there is
still a problem
resulting in the grade of service mentioned in your
complaint.

Regards
Sentech Support
Carlos

So my reply was:

I expect to be told what the exact problem is within the next 24hours. Thank you Carlos

Fantasy is what people want, reality is what they need.
 
Still no reply so I sent this at 10:10am.

My ticket number is 5304 and I’m still waiting an explanation on why the speeds are the way they are. And I also need clarification on the following piece of information I received and this was told to me by a second level technician.

You guys are using some kind of port-shaping. Apparently you flood the (popular) ports that p2p programs use with packets to slow down the p2p program speed (and somehow this increases 'normal' bandwidth).

So there are two things I need from you today.

1. Tell me WHY there are speed problems, the fact that technicians have been looking into it for the last 2 months does not cut it for me.
2. Comment on the port-shaping and the truth behind it.


Fantasy is what people want, reality is what they need.
 
Its 11:48 No reply. Next e-mail sent at 11:49

Let me know you recieved my e-mail and let me know what is going on with the service as I have asked you before. This lack of knowlage of what is going on within your own company is unprofecional and I dont think you have this problem at the top of any of your "prority" lists. The many users who are suffering at the hands of your service is evidence that nothing is being done, so let me know about my previous questions or else im going to have to take this to the media and persue further action. My speed test reflects I would be getting a faster service on a 56k modem.

Your speed is: 6.27 KBps, or 50.15 Kbps
The test took 85.344 seconds to complete

Fantasy is what people want, reality is what they need.
 
1:41pm I disconected, it searched for the tower for 3min, once it found it I was back up to 30k downloads which made me happy but they still have not told me nothing, no reply so im not stopping the war on Sentech. Just cause im getting what i am paying for does not mean im happy about service levels, communication and how others on this forum are being treated and lied to by Sentech. The war carrys on , only now i can carry it on alot faster

Fantasy is what people want, reality is what they need.[;)]
 
Dont hold your breath CRAZY...........it aint gonna be that good for too long!!!!
 
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