If the helpdesk agent told me "we have having severe problems with our upstream international provider" I would have been off his case and probably off this forum immediately. I accept that medium sized ISPs in SA will be hit by cable outages from time to time.
@ginggs I'm gonna have to go with Bursty-dude here. iBurst monitor your systems! Put up an IBurst internet connected machine in your control centre. If you're unable to buffer a low quality short youtube clips, from that machine, then something has clearly hit the fan somewhere. It also turns out that MyBB has proven to be a very effective support channel thanks to the participation of some iBursters like @rooigevaar. We do not expect them to be available 24/7, but we do expect to get some reliable feedback or solid tech support from the Helpdesk.
Unlike Bursty-dude my calls have always been answered promptly. I agree with him that iBurst heldesk's initial stance is that it is probably 90% a user error. I've been told, in the past, to BYPASS my Linksys router! I think if my local speedtest.net, mybroadband speedtest and even Iburst's speedtest app shows healty bandwidth then we problably do NOT have to start off with rebooting my UTD/router or computer. I did that BEFORE i called heldesk to cover the 1% chance that I'm going to have egg on my face because of a faulty router.
I 've been a happy iBurst customer for 2 years now. The last 12 months on the top top of the line contract. I love the not having Telkom on my yard and even though I'm not using my allocation the speed/value more than kept me happy. It is just , when hanging up the phone after calling iburst support I feel like I've been treated like an idiot by an idiot.
C'mon guys, get it together. Give us a secret advanced tech support line or beef up your monitoring and communications.