BitCo Consumer Review

Application and subsequent processes - is this normal?

Application and subsequent processes - is this normal?

1. (13-Nov) Personally visit Bitco's offices to hand in application forms and RICA doc's by hand.
2. (14-Nov) Receive provisional invoices via email.
3. (17-Nov) Contacted by phone to inform LOS test on the 25th Nov.
4. (25-Nov) LOS test done - no result shared - "we will contact you by email"
5. (29-Nov) Phone to find out whether approved or not - promise to phone back the afternoon - no call - still waiting
6. (01-Dec) Phone again - promise to phone back by afternoon - no call?

I count 18 days since application handed in. I still do not know whether I am "Approved" or not.

I understand the 12 days between application handed in and LOS test, but 6 days after LOS test and no(zero) communication from Bitco whether the LOS test was successful or whether they want to do business?
 
CriticalConsumer said:
In my experience thus far with BitCo; their policies are inline with the industry practice and infact they use this forum's feedback to ammend their policies for the better.

In terms of communication of fees / schedule / pricing and policy changes - communication can be better from BitCo. Their website should also be updated to cater for the consumer and realise that consumers are more demanding with regards to customer services.
So a Client Services portal online with all your contract, T&C's should be made available to the consumer and ultimately can be extended to their business customers.
With BitCo being new to the consumer space, they are still on a learning curve and need some time to improve on some aspects.
Click to expand...

Thank you for the feedback and assisting us to improve all aspects of our service, products and brand. Please know that everything shared herein is taken to heart. T&C's are readily available on the website, however, noted that we should perhaps provide more links to make them more visible. We will update our website before the end of the year (sounds far but there are very working days left). - BitCo Marketing Dept.
 
@Compacc, Please DM us your details so that we can obtain your feedback as well as address your experience as previously stated.
 
Phoned today to hear if It was approved by director to install but sales told me it normally takes 2-3 working days :s.

Hopefully this gets done before network freeze :( going to be a looooong december without internet if thats the case...
 
BitCo said:
Thank you for the feedback and assisting us to improve all aspects of our service, products and brand. Please know that everything shared herein is taken to heart. T&C's are readily available on the website, however, noted that we should perhaps provide more links to make them more visible. We will update our website before the end of the year (sounds far but there are very working days left). - BitCo Marketing Dept.
Click to expand...

Great to see a response from the Marketing Dept.
 
So my packet loss issue has been present for a couple of weeks now, I've provided them with multiple ping tests which shows packet loss when pinging ANY website, but now the new support guy(I say new, because I haven't dealt with him before) is convinced my the issue lies with the game servers I'm trying to connect to and requested that I provide him with the ports of said games I play.

Anyone know how I can get hold of this info, what ports do Counter Strike Global Offensive and World of Warcraft use?

I'm almost 99% sure I wasting my time with this, as in the past it was made very clear that my packet loss issue was because of radio interference on the tower I'm connecting to, and changing my frequency normally solved this problem for a couple weeks/months, but Bitco's support wouldn't hear me out.
 
Ping their own website (www.bitco.co.za ) and give them results if you are experiencing packet loss. If you are, then it's a link or hardware issue.
 
CPTBoy said:
Ping their own website (www.bitco.co.za ) and give them results if you are experiencing packet loss. If you are, then it's a link or hardware issue.
Click to expand...

Yeah I'll do that later, but pretty sure he still won't get it, I sent him paths pinging google and mybroadband showing that packets were lost, and I tried asking him, that how knowing ports and IP's of the different games I play going to change the fact that I get packet loss when I ping any website. I've said it before and I'll say it again, Bitco's customer support is really lacking, I've never in my life dealt with people so unwilling to actually listen what the problem is...
 
Wikkels88 said:
Yeah I'll do that later, but pretty sure he still won't get it, I sent him paths pinging google and mybroadband showing that packets were lost, and I tried asking him, that how knowing ports and IP's of the different games I play going to change the fact that I get packet loss when I ping any website. I've said it before and I'll say it again, Bitco's customer support is really lacking, I've never in my life dealt with people so unwilling to actually listen what the problem is...
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Agreed, but doing it on their own website on their network will show them it's not external factors, or ports for that matter.
 
Am I the only one frustrated with Bitco not doing their debit order runs on the 1st of the month like all other service providers. Or if it falls on a weekend, the next business day?
And they refuse to have it change to manual pay to suit the client.
 
Howzit guys. My place is in pta north, Florauna to be exact. My place is right on the mountain facing north, looks like one of the towers might be south (behind me, on the other side of the mountain) ? Any body fom my area on Bitco?

I cannot suffer Telkom anymore, basically 2 meg max!

I NEED THE 10 MEG SERVICE :twisted:
 
Last edited:
ruhanstander said:
Am I the only one frustrated with Bitco not doing their debit order runs on the 1st of the month like all other service providers. Or if it falls on a weekend, the next business day?
And they refuse to have it change to manual pay to suit the client.
Click to expand...
Yeah. Sort of. But more confused about the 3 statements I receive. Never know which is the one I should be checking. Perhaps the guys can shed some light on why the debit order runs are not date specific? And why we receive multiple invoices?
 
Sparky_za said:
Yeah. Sort of. But more confused about the 3 statements I receive. Never know which is the one I should be checking. Perhaps the guys can shed some light on why the debit order runs are not date specific? And why we receive multiple invoices?
Click to expand...

well there is cash in my account so should be fine anyway, no idea if they took it off yet or not.

Reason for my post though, having lots of buffering tonight and pinning google gives latency of 228 average. Kinda annoying but doesn't happen often. I have to keep pausing youtube for a minute or 2 before I can watch again. Bleh
 
Pitbull said:
well there is cash in my account so should be fine anyway, no idea if they took it off yet or not.

Reason for my post though, having lots of buffering tonight and pinning google gives latency of 228 average. Kinda annoying but doesn't happen often. I have to keep pausing youtube for a minute or 2 before I can watch again. Bleh
Click to expand...

What option are you on, where in PTA are you? How's it been so far?
 
sturshel said:
What option are you on, where in PTA are you? How's it been so far?
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Pretoria west.

it's perfect 98% of the time I have no complaints. This is about the 3rd evening I have had slight hick-ups since I joined them about 6 months ago. I know it will be sorted later so not concerned. It's just annoying :o I'm trying to watch season 11 of shameless on youtube as it's not on Netflix for some reason... Kicks and wife is watching flawlessly on Netflix, I'm just struggling with youtube.

You a Bitco client?
 
No! I have applied. January 2015 install. Worried about LOS, am within 2 circles. My house is on the mountain @ PTA north Florauna facing north. Seems as one of the circles might be behind me, behind the mountain, as i am almost at the perimiter. I need this so bad. I need the ten meg service.

Current on TelkomZA, 4 meg running @ 2 meg. She's giving it all she's got captn! Frustrating.
 
So when's that Moraleta Park tower to cover PTA east coming online? You guys will get a ton of customers (including yours truly!)
 
Wikkels88 said:
So my packet loss issue has been present for a couple of weeks now, I've provided them with multiple ping tests which shows packet loss when pinging ANY website, but now the new support guy(I say new, because I haven't dealt with him before) is convinced my the issue lies with the game servers I'm trying to connect to and requested that I provide him with the ports of said games I play.

Anyone know how I can get hold of this info, what ports do Counter Strike Global Offensive and World of Warcraft use?

I'm almost 99% sure I wasting my time with this, as in the past it was made very clear that my packet loss issue was because of radio interference on the tower I'm connecting to, and changing my frequency normally solved this problem for a couple weeks/months, but Bitco's support wouldn't hear me out.
Click to expand...

There are many possible explanations for packet loss within a Wide Area Network (WAN). The most common causes are:

  • Congestion somewhere along the path. Congestion occurs when the amount of traffic destined for a particular link exceeds the capacity of that link. The switch or router will buffer some packets, but eventually packets must be discarded. Congestion is most common at the entrance to a wide area network -- where the high capacity LAN meets a lower capacity access link -- and at the exit from the wide area network -- where the service provider's large network meets the lower capacity access link.
  • Policing or shaping in the service provider network. Service providers often police or shape customer traffic to ensure fair service and/or to enforce service parameters like a frame relay CIR (committed information rate). In this case traffic may be dropped, even though there is no real congestion.
  • Loss due to bit errors corrupting the packet contents. With modern transmission technology this is less likely, but some links may have high bit error rates. Corrupted packets may be detected at Layer 2 and the packets will be discarded in the network.
It is often difficult to determine when and how loss is affecting a particular application. Even small amounts of loss (less than 1%) can have a very dramatic effect on application performance. Standard TCP backs off dramatically when loss is observed on a link with a high round trip time (RTT). With just 1% loss, an FTP over a network with a 100 ms RTT may drop to less than 1 Mbps, even if there is actually 10 or 100 Mbps of capacity available.
WAN optimization appliances sometimes include the capability to both measure loss between locations, and to mitigate for loss by using forward error correction or forward packet recovery techniques.

Hope this gives everyone a good understanding of the problem when they present a case to the support person you might speak to.
 
Sparky_za said:
Yeah. Sort of. But more confused about the 3 statements I receive. Never know which is the one I should be checking. Perhaps the guys can shed some light on why the debit order runs are not date specific? And why we receive multiple invoices?
Click to expand...

I am also a little confused when I receive 3 - 4 different documents that relate to payment. Leves me wondering which is correct.

As for the debit order being within 5 days of the new month - it probably has to do with one of two things: Cost of debit orders running on the 1st of the month or Billing cycle configuration on the billing system.

As for not offering other options for payment: this is definitely not good practise however; they are being cautious in the consumer space and ensuring that services are paid for.
The appetite for risk will be very small initially but will grow as their confidence and client base in the consumer space grows - also possibly one of the reasons.

Like I mentioned before, they are on a learning curve within the consumer space and are used to dealing with business clients. Things will get better as we all learn together.

Just my 2c...hopefully Showerhead doesn't steal that too :p
 
purebreed said:
Phoned today to hear if It was approved by director to install but sales told me it normally takes 2-3 working days :s.

Hopefully this gets done before network freeze :( going to be a looooong december without internet if thats the case...
Click to expand...

Hi PureBreed,

Keep us posted as to the progress and send us a PM if you have an Issue

Hopefully we can get you online!

Mike
 
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