So I have complained one the forum for many months now. Its time for an update on 8ta's pathetic levels of service.
My complaints started on the 30th September 2011 with an email to the infamous [email protected]. I got no reply to this email. I replied to the same email on the 3rd October 2011 to find out what was happening since I had no responses yet.
I then gave up and posted on the poor service on twitter on roughly the 14th October 2011 which resulted in a response from [email protected] telling me my query had been forwarded to the networking department.
Then as per normal nothing happened. I got no phone calls, no updates, nothing. I then started on a campaign of phoning the call center (In doing which you waste a minimum of 2 minutes waiting for the stupid voice prompts to get to speak to a consultant).
I also decided to try and resolve the issue myself. I went and bought an 11dbm gain directional antenna and TP-Link router to try get better signal and improve my speeds. This didn't help me much, however I did manage to find a location on my roof where I got -53dBm measure using MDMA. Conducting speedtest at this spot gave me: http://www.speedtest.net/result/1720923905.png which is rather pathetic. So after many more phone calls to the call centre I eventually managed to extract a technician who came out and confirmed my findings (This took 2 weeks to happen after I was told a technician would come out). The technician told me that my findings were correct and he would refer my case to the networking department, and promised me I would receive a response within 3 days. Unfortunately as my experience has proven thus far, 8ta do not phone you back. Again, 4 days after that I phoned the call centre again to find out what was happening. Much apologising from the agent and he promised to get a response. As the story goes, still nothing from them, again I had to call in to find out what was happening. Now this story was repeated a few times with not one call back as promised by the management in the call centre. Fast forward until +- 7th March, I eventually received a call which I was unable to answer and a voice mail was left telling me my query has been sent to engineering. Today I phoned them (long delay on my part due to me being in hospital and being flooded with work) to find out what this means and to find out when I will get usable internet again.
I get told that the tower I am connecting to has bandwidth problems and it needs to be upgraded. But I just have to wait because the have no idea when this will be done. I have requested they provide me feedback asap as to what is happening but I am not expecting miracles.
It is however shocking that someone can get away with installing a sub quality tower with not enough bandwidth and still expect all customers connecting to that tower to just sit sucking their thumbs while they consider fixing it. As well as it taking a massive fight on the part of the customer to get anywhere and to get answers out.
Shame on you 8ta, wake up and fix your levels of service.
In case the 8ta rep reads this my case number is : 561091
My complaints started on the 30th September 2011 with an email to the infamous [email protected]. I got no reply to this email. I replied to the same email on the 3rd October 2011 to find out what was happening since I had no responses yet.
I then gave up and posted on the poor service on twitter on roughly the 14th October 2011 which resulted in a response from [email protected] telling me my query had been forwarded to the networking department.
Then as per normal nothing happened. I got no phone calls, no updates, nothing. I then started on a campaign of phoning the call center (In doing which you waste a minimum of 2 minutes waiting for the stupid voice prompts to get to speak to a consultant).
I also decided to try and resolve the issue myself. I went and bought an 11dbm gain directional antenna and TP-Link router to try get better signal and improve my speeds. This didn't help me much, however I did manage to find a location on my roof where I got -53dBm measure using MDMA. Conducting speedtest at this spot gave me: http://www.speedtest.net/result/1720923905.png which is rather pathetic. So after many more phone calls to the call centre I eventually managed to extract a technician who came out and confirmed my findings (This took 2 weeks to happen after I was told a technician would come out). The technician told me that my findings were correct and he would refer my case to the networking department, and promised me I would receive a response within 3 days. Unfortunately as my experience has proven thus far, 8ta do not phone you back. Again, 4 days after that I phoned the call centre again to find out what was happening. Much apologising from the agent and he promised to get a response. As the story goes, still nothing from them, again I had to call in to find out what was happening. Now this story was repeated a few times with not one call back as promised by the management in the call centre. Fast forward until +- 7th March, I eventually received a call which I was unable to answer and a voice mail was left telling me my query has been sent to engineering. Today I phoned them (long delay on my part due to me being in hospital and being flooded with work) to find out what this means and to find out when I will get usable internet again.
I get told that the tower I am connecting to has bandwidth problems and it needs to be upgraded. But I just have to wait because the have no idea when this will be done. I have requested they provide me feedback asap as to what is happening but I am not expecting miracles.
It is however shocking that someone can get away with installing a sub quality tower with not enough bandwidth and still expect all customers connecting to that tower to just sit sucking their thumbs while they consider fixing it. As well as it taking a massive fight on the part of the customer to get anywhere and to get answers out.
Shame on you 8ta, wake up and fix your levels of service.
In case the 8ta rep reads this my case number is : 561091
