BitCo Consumer Review

Either they have a peering issue or they are blocking netflix now.

Tracing route to netflix.com [107.20.151.133]
over a maximum of 30 hops:

1 4 ms 3 ms 3 ms 197.234.197.125
2 6 ms 4 ms 5 ms 212.73.207.9
3 * * * Request timed out.
4 238 ms 238 ms 238 ms 4.59.144.174
5 * * * Request timed out.
6 * * * Request timed out.
7 309 ms 276 ms 262 ms 54.239.110.215
8 240 ms 239 ms 239 ms 54.239.109.179
9 239 ms 240 ms 239 ms 205.251.245.226
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 240 ms 250 ms 244 ms 216.182.224.83
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.
 
I'm giving Bitco one more month and if it keeps up...I'm out....
 
I'm just a bit frustrated because Morne, the customer relations manager at BitCo told me that someone from BitCo would come post here in the MyBroadband thread. But there's just been nothing.
 
Looks like they have upgraded the ADSL exchange in my area its now saying 10mbps is avaliable maybe its time to move back.

Last night was the first time I've used my ADSL in two years.
 
Hi Everyone,

We have to once again urge that tickets are please logged via the official communication channel, [email protected]. This forum is only sporadically monitored.

Your feedback on this forum is valuable, but it is even more so via our software where specific data is recorded for faster fault reporting.

Our network was, in specific areas, severely affected by weather over the past weekend.

We can confirm there have been no changes on our network recently which could have had any negative impact on any links.

We are piloting an SMS notification system for real-time notifications of disruptions. This, should all go well, be fully implemented by the end of April.

- BitCo
 
Hi Solitude,

Please accept our humble apologies. The request to have replies posted via this forum was reported and had to follow channels to reach the appropriate place. Once the nature of the queries were reviewed, a request was placed for a more senior, authoristive figure within the company to respond. Sadly, this has not materialised for a number of reasons which we cannot disclose on this forum.

We are still pursuing this request however so that technical answers can be supplied.

Thank you for your understanding.
 
if anyone is interested I have a workaround for the Netflix issue,
I setup a squid proxy on a VPS in a US data centre then a NAT rule which redirects netflix to the proxy.

I can send instructions if you would like to do the same send me a PM.
 
BitCo said:
Hi Solitude,

Please accept our humble apologies. The request to have replies posted via this forum was reported and had to follow channels to reach the appropriate place. Once the nature of the queries were reviewed, a request was placed for a more senior, authoristive figure within the company to respond. Sadly, this has not materialised for a number of reasons which we cannot disclose on this forum.

We are still pursuing this request however so that technical answers can be supplied.

Thank you for your understanding.
Click to expand...

Hi BitCo person, I'm glad that someone decided to join us. The official method of support is a bit on the slow side where here it's easy to see if you are experiencing the same issues as other people. So yes we will continue to use the official method but it would be great if someone can monitor this thread.

An sms system is a cool idea but have you seen Afrihost's network status on their website? It's brilliant and should be so easy to implement. Hell I can code you something like that. However I know that home internet is not your point of focus anymore but this can help with business internet too.
 
Solitude said:
Hi BitCo person, I'm glad that someone decided to join us. The official method of support is a bit on the slow side where here it's easy to see if you are experiencing the same issues as other people. So yes we will continue to use the official method but it would be great if someone can monitor this thread.

An sms system is a cool idea but have you seen Afrihost's network status on their website? It's brilliant and should be so easy to implement. Hell I can code you something like that. However I know that home internet is not your point of focus anymore but this can help with business internet too.
Click to expand...

Hi Solitude,

Thank you for your feedback and engagement. We really do appreciate the honest feedback. We have taken heed of your comments. We will certainly keep a closer eye on this forum.

We must, however, manage expectations. We are rigid with our process for good reason(s).
- We are governed by a code of conduct through our terms and conditions of our licenses. This code requires accurate reporting back to our communications authority. By logging tickets via the official communication channel, we are able to record the data needed for reporting in a central place.
- This central service desk also allows us to pick up trends in the nature of faults / queries being logged – which ultimately assists in faster fault detection should there ever be something larger at play that we were otherwise unaware of.
- When a ticket is logged, we immediately know who we are talking to. You are too are then speaking to the most qualified people to assist. We can check your specific link and all our diagnostic tools are right there. Sadly, because the forum uses aliases (please forgive if the plural is incorrect) the response, in fact, takes even longer as we may need to request your details first, log a query with support as well, receive the response and relay it back to you.
- The responses via this forum from BitCo are generated via our communications team and not support, often the technical knowledge required to speak you all on the correct level is first obtained internally via the support team and then relayed by ourselves.

Our intention with interaction on this forum has never been to extend our service desk (for the above reasons). This is also another reason why the forum has only been sporadically monitored.

Perhaps misguided in our rationale, we thought that guiding and encouraging helpdesk interaction cuts out delays from the “middle man”, being this forum and the department which manages it.

Yes, we are aware of the network status tool. Thanks for making suggestions. We are also working on a basic troubleshooting, live chat tool on our website. This should be implemented by Mid-March. We are still training and testing the agents who will be servicing the chat.

We do, in all sincerity, though, understand your points raised. Would it be helpful if we, at least, used this channel as a notifications tool? That is, when we are made aware of disruptions which may affect end users, we are to post it here?

Regards,
- BitCo
 
BitCo said:
Would it be helpful if we at least used this channel as a notifications tool? That is, when we are made aware of disruptions which may affect end users, we are to post it here?
Click to expand...

Anywhere, status page would be best on your website(Client portal maybe).
 
You do realize that you can subscribe to the thread and receive instant notifications via email.

You don't have to monitor it by coming to the thread in your web browser keeping it open.
 
So BitCo

I have an open ticket now for 2-3 weeks regarding usenet and p2p being shaped to the point of it being useless during all hours of the day (used to be during office hours which is already contentious I guess seeing you have the FUP in place halving your line when "misused", but alas) and seems like nothing is happening.

Is this now off limits or not? If so what are the options of getting out of the contract? Got my invoice today and honestly feel like reversing the debit order for non delivery of service... Having to resort to VPN's and all kinds of clever ways of bypassing shaping is BS and doesn't aid either party.

Thanks
 
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