AMOBIA V ISPA

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hhashali

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Hi everyone

I hope you are well. A friend and I are taking AMobia to ISPA for bad service for the last 4-6months. In order for us to be successful in our case for bad sservice from amobia we need your help. Would you be willing to tell your story? If yes please contact me on [email protected]

Warm regards
N H Hamukuaya
 
Amobia doesn't reply to emails.

After sending numerous emails to them asking for their cost list of packages, they never replied. So I asked them to cancel my contract. Then they contacted me and asked why I was cancelling. I told them what the issue was and STILL nothing was done.
 
Well here is one of my complaints I sent to ISPA

I hope this email finds you well. First and foremost, I had requested telephonically via support on numerous occasions for my account to be credited after a long battle to sort out this issue. I made the request in February, March and only in April did Melvin push it through. The delay was so that I can give them time to resolve the issue. Melvin contacted me Monday/Tuesday (5th April) after I declined a 1-month upgrade of my line speed for a credit of my account to compensate for the all the airtime wasted. Secondly, I did send him an email with the required info (5th April). It got to a point I sent him a link to my gdrive which has images and videos illustrating what happens. Before the upgrade we also sent screenshots on what is happening!

Thirdly, in relation to maxing out my line that is a misleading statement that Melvin is making and I will address it accurately here. I have been a client of amobia since mid-2013. The account was just under a different name. I rarely had problems whenever I had a game issue they simply ported/torched/prioritised the port for the specific game. I was able to game no problem and my line speed rarely ever dropped. Late last year that is when all the issues started. Suddenly, I started experiencing consistent high latencies, slow connections and as such the only thing I could do was download. One stage I exceeded my fair use policy for the first time in my life. Thereafter before I left SA for 3 months they assured me that my connection will be fixed before January. I returned in February only to experience the same problems as before. The whole entire February was a battle I phoned nearly every day to complain and every time they said it was fixed but clearly it wasn’t or else I wouldn’t have been complaining. In relation to maxing out my connection: I am a gamer and I rarely or ever download when gaming because that will obviously influence your latency! I only download when I am NOT gaming. Their support tried to shift the blame on me by making the same erroneous statement that Melvin is making and then we even put it to the test and they saw that no downloads were running in the background. Amobia support then instructed me to start a game and then they saw there was interference occurring causing the high latency problems. There was even a stage that I was getting an intermittent connection. This happened for over two to three weeks. I was so fed up I even went to their offices personally only for them to see that my connection was dropping again and again. Please keep in mind this is after I have been complaining to them about those issues.

They informed me after numerous phone calls that they were doing upgrades to the towers and it should be resolved shortly but then another support guy said the towers in my area haven’t even been upgraded yet so I shouldn’t be experiencing any difficulties but I still was throughout the whole February. As a customer I was receiving conflicting statements from them. In March they upgraded the towers in my area and after a week or so of complaining they eventually came to upgrade my equipment. Even after the upgrade I was still experiencing high latency, high jitters and inconsistent speed issues. Every time I phoned they themselves ran a speed test and saw I was not even getting close to the required 2mb line speed that I was paying for. As such they promised time and time again that they will resolve the issue. There was even a time I was down for 5 days.

Fourthly, after all this ordeal I warned them customers would appreciate it if they informed their customers or even sent notifications out if something is wrong. But they don’t bother. They never informed consumers that they are upgrading towers, they never informed consumers on the progress nor how long it will take. They never informed consumers anything in that regard.

As stated above there were time I was only gaming and still experienced such issues. There were times I couldn’t even load a simple website. There were times I got a 0.03mb/s connection and I am not the only one. I have multiple screen shots in that regard. I even have a phone log on the number of times I have phoned amobia and airtime isn’t the cheapest commodity hence the persistence of a credit of the account.

Instead of blaming the client, they should man up and take responsibility of the dreadful service they have been providing to numerous clients! Please refer to my broadband and hellopeter if you think we are the only ones complaining. Many people have stopped complaining simply due to the fact they have stopped responding on my broadband and hellopeter.

In relation to the current events. For the first time in a while I can say my latency issues on locale servers has improved significantly since October last year even if it does spike at least it doesn’t go over 150ms consistently. Spiking is natural phenomenon but not consistent spikes. But it fluctuates a lot. I stopped playing on the international servers as latencies it is still horrible as it fluctuates and averages an ms ranging from 280-600ms.

As I am writing this my connection has improved tremendously on locale servers for gaming but international servers are still a problem. Since March, Melvin has done a fantastic job in trying to resolve this consistent issue of mine. However, an inquiry into Amobia service and support department has to take place in order to maintain a high level of consistent service and quality. As I felt that I was not getting the service I deserved. If the support department did their jobs or informed Melvin at a much earlier stage about these customer issues I wouldn’t even be writing this complaint. If users knew about ISPA more complaints would have been lodged by now.

Warm regards
N H Hamukuaya (HAM006)
 
Did you ever get a response back and what happened. I'm thinking of making a complaint with ISPA and ICASA.
 
Yes I did mine is going to adjudication. But my internet is perfect now amazing speeds and latency. Try contact Mr de Bruyn who works at Amobia he sorted everythign out with me and I even decided not to cancel my contract with them. His email address is: [email protected]
 
hhashali said:
Yes I did mine is going to adjudication. But my internet is perfect now amazing speeds and latency. Try contact Mr de Bruyn who works at Amobia he sorted everythign out with me and I even decided not to cancel my contract with them. His email address is: [email protected]
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Thanks for the info.
 
I am still waiting for Amobia to come get their kit from my place. Almost a year after I have cancelled.
 
MDKza said:
I am still waiting for Amobia to come get their kit from my place. Almost a year after I have cancelled.
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I eventually took the Aerial off my roof and trashed it.

hhash you should really consider leaving anyway a 2mb/s line easily outperforms Amobia 4mb/s.
-Torrents are throttled to 25kb/s if you are lucky.
-None existent support (why should I have to contact the CEO to get anything done).
-Huge amounts of downtime as either your i-net is down or their Aerial is down and weeks of waiting for them to actually fix something.
-Massive packet loss so gaming is impossible (even after phoning them 100 times to prioritize the game on their network).
-Streaming is at a maximum of 360p when it should be at 720p.
-Being forced to cancel the debit order on my bank account because they kept stealing from me even after I had canceled (I eventually got the money back about 6 months down the line).

I refuse to pay that money for internet that only loads webpages.

They are the Openweb of WISP's.
 
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I did leave over a year ago.
The kit they put on site is theirs though and they harassed me to organise access to come collect the kit.
I arranged access and they never pitched.

They went quiet after that.
 
MDKza said:
I did leave over a year ago.
The kit they put on site is theirs though and they harassed me to organise access to come collect the kit.
I arranged access and they never pitched.

They went quiet after that.
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sorry I meant hhash not MDK, I have edited it.

I think I saw your thread about Amobia a while ago MDK
 
lol nah i won't leave them. They have treated me well the past 3.5 years only issue was when they upgraded their system which cause to many issues. The past 2 months internet has been amazing. No latency issue when jamming games. On youtube i can do 1080p no problem on my 3meg line. Their recent upgrade of their backbone to fibre has increased performance.
 
WIN!

hhashali said:
https://drive.google.com/open?id=0B3OsEyA_fLTVcEpnMkxyQ0UyS0U

ISPA finished adjudicating the matter. I shared the link to my gdrive for the document. Happy reading.
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Not to steal your thunder here but some people are going to be too lazy to read which in tern mean less complaints which means more BS from ISPs.

So here:

...similarly find a breach of Clause 8, with the same caveat that it is unclear what

the source of the dissatisfaction actually is.

I am therefore also guided by the finding in matter 955 which went on to say:

Because of this, my sanction seeks not so much to be punitive as to resolve the matter immediately

before me. The Complainant has not received the service levels that he believes he was promised. I

therefore find that:

· The Complainant may elect to cancel the contract;

· If he does so, he must be refunded his payments made from time that he sent his first complaint to date;

· If he chooses to remain in the contract, the service is clearly not too unsatisfactory, and he receives no refund;

· The complainant may not cancel the contract, get the refund, and then re-subscribe to the Respondent’s service. This would again indicate that the service is in fact satisfactory, and he would become liable for the refunded money.
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So congrats first of all and secondly a cry to anyone who happens to stumble upon this, please complain if you aren't getting the service you want. Something can be done about it.
 
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Lol thank you. It is unfortunate I cannot upload a document here. Just a note, my complaint with amobia was specifically related to their network when they were doing upgrades and changes from their old system.
 
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