Incident Report... when?

N

nocilah

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Hi all,

I spoke to WBS helpdesk asking them when are they going to put an incident report on their website.

Yesterday I was told it would be up 6 April 2005 by 8pm (yesterday).
Today I phone agian in the morning and I was told first thing this morning.

As of yet nothing has appeared. What concerns me is this can be construded as complete denial fo a problem. Who cares what Helpdesk is saying.

I believe the only reason why they are not putting anything up is because they dont want to lose out on new sales.

If that is the case then WBS needs a serious KICK up the ass cuz they are putting money over quality of SERVICE.

For those of you who can please phone helpdesk - (011) 877-4704 and insist that they put up an incident report.

Reason being that then WBS (iBurst) is admitting that their is a problem and are commiting to resolving it!
 
why do you need an incident report to tell you what you already know
 
I might know from what they have told me... but not everyone who uses iBurst knows...
and I think it's considered good practice on their side and the other reasons are in the post above.
 
thats the whole point of posting something "problem with slow speed"

and then later when they know what was wrong, "router ****ed up"

I suggest you READ the post slimothy, vowthorn clearly stated his reasons why he feels there should be an incident report on there, yes he knows there's a problem, but like he said, not everyone knows!
 
slimothy said:
why do you need an incident report to tell you what you already know
Click to expand...
My reason for wanting an incident report is so I do not have to call the Helpdesk and throw money Telkomonopoly's way in order to get a status report, as well as estimated resolution date, which is going to start turning into weeks or months unless there is a firmly stated commitment from WBS' that the problem will be resolved by whatever date. In addition I would like to know the cause of the problem as well as side effects that I can expect in the meantime so I know the reason why my downloads keep stalling is part of the problem, or not as the case may be. I would also like to know how WBS intend to compensate us customers for the inconvenience we are suffering. Then there is the very valid point that non-forumite customers are being left in the dark bcos they don't know about this forum.
slimothy said:
well perhaps they havent posted one cuz they don't know
Click to expand...
If WBS do not yet know that they have a problem then all is lost. The 1st step to resolving a problem is admitting that it exists.

PS: I have not received an email from WBS yet.
 
knowign a problem exists and knowing what a problem is are 2 entirley different things
 
vowthorn said:
nevermind... i see they emailed everyone atlast... good WBS good.
Click to expand...

I haven't received one, but that's because they have my old email address. Can you please post the contents here.
 
Dear (name),

We have scheduled urgent network upgrades for the Johannesburg, Pretoria and Durban areas. As a result subscribers in these areas will experience network outage between 12:30 a.m. and 1:30 a.m. on 8 April 2005. We apologies for any inconvenience caused.


Regards,

WBS Helpdesk
 
slimothy said:
knowign a problem exists and knowing what a problem is are 2 entirley different things
Click to expand...

So over the last several monts/couple of years they had the system, they're unable to debug it? I doubt I believe that. When UUNET experiences a problem, an indicent goes up on their website immediatly, they isolate and track the problem within minutes...

WBS wants to play with the big boys (ISP's) yet, they have no idea how it works do they? This is what is being proven by them daily.

I don't care, if it was a company who cared about it's customers, they would have posted "unknown problem causing slow downs and eratic tower behavior, eta +- 1 week"

That would be sufficient enough. SOMETHING is better than NOTHING
 
well we all have our opinions, mine is that the incident report should be used for outages and urgent messages
 
okay, imagine your tower goes down, how the hell would an incident explain to you that you cant connect to the internet? because as far as I know, you need to be on the internet to view said incident?

yes you're right, we have our opinions, but unlike you, some of us don't go balistic and keeps argueing their point over and over and over again
 
well lets see, i have adsl, 3g and a dusty dial up modem, gee how will i check that my tower is down, hmmmmmm, hmmmmmm

you guys just live to pick at the small stuff, which is cool, you know, whatever
 
if they can post this in the incident report:

Degraded performance is being experienced on certain base stations, affecting uplink and downlink connectivity. Work is in progress, with priority attention. Resolution date to be announced shortly.

On 16/02/05

Then they can post a new one for this time.... its called consistency and service... end

There email I see doesnt actually refer to the current problem.
 
vowthorn said:
...
There email I see doesnt actually refer to the current problem.
Click to expand...
Ditto what VT said, and in particular, the current problem is not even referred to in that email, nor does that email say whether the current problem will be fixed by their urgent maintenance. Perhaps like Slimothy says we must just all assume that the maintenance will fix the problem which as yet WBS don't seem to know the cause of let alone acknowledge on the iBurst.co.za site that it exists...
 
vowthorn said:
nevermind... i see they emailed everyone atlast... good WBS good.
Click to expand...

really? lucky you! no mail here..methinks modem should now be returned :(
 
look i'm not trying to be an ass, I just don't think they will tell us the nature of the problem or how or even when specifically it will be sorted, if they were going to they would have already. I think the best we can hope for is that they will patch the problems by monday/tuesday and the ship will hold for a while and then they might post some made up or vague incident report, or no incident report at all.
 
maybe the current problems are hitting you guys harder than me, I have had slow down but I can still connect fine and my speeds for a single thread are maybe 16KB/s and multithread seems to change from between 30 and 90
 
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