Can't access certain websites

[henkk78]

I have a customer (in Gardens area) who can't access certain websites. (Most importantly mweb.co.za to pick up her mail)

Currently on hold with an iBurst call centre assistant who's telling me that it's her modem and I should take it in to be tested. (ya, right).

I told him that I'm reading some forum posts on MyADSL and that other people have been having similar problems. (He says: "Ya, they love to complain", so I said: "They have a bloody right to complain if your service is not working!"

He told me to try 4 things: (all related to testing the modem and the computer). I said that I realise that 99% of problems are customer related, but that when certain websites can be reached and other can't it's highly unlikely to be an issue on her side.

He's just rubbed me off by putting me on hold for several minutes, asking me to find out her IP address (as if they can't do this themselves!!!!) and giving me a reference number!

Let me try to figure out if this is a DNS issue...

Anyone have any tips?

 

[Spin99]

I've been getting disconnected regularly every 1/2 hour for three days now (!)
Their online tech support spent the weekend trying to convince me that the problem was on my side.
IBURST PHONE TECH SUPPORT IS UTTERLY INCOMPETENT

I don't know if I want this service any more. I think I'll sleep on it. Is this forgivable?

 

[eltherza]

I've been getting disconnected regularly every 1/2 hour for three days now (!)
Their online tech support spent the weekend trying to convince me that the problem was on my side.
IBURST PHONE TECH SUPPORT IS UTTERLY INCOMPETENT

I don't know if I want this service any more. I think I'll sleep on it. Is this forgivable?

Check your other topic for my comments on this. Quite frankly, phone and ask (demand?) to speak to someone more important that some newbie techie

Anyone have any tips?

Well, can the person access othere sites, most importantly www.google.co.za, have you told her to try ping www.mweb.co.za?

what you should do is work your way up management at iburst until you find someone who will help you (or at least whip the lackies into shape)

 

[MrH]

IBURST PHONE TECH SUPPORT IS UTTERLY INCOMPETENT

I don't know if I want this service any more. I think I'll sleep on it. Is this forgivable?

I was wondering how long it would take before you saw the "light".

If you do not need mobile internet or if you do not want to move it to a different location from time to time....................then you DO NOT need iburst and you'll find ADSL will far better suit your needs.

Finding support from that company is a complete waste of time.

 

[who.is.michael]

Hi henkk78 / MrH

I have just tried to login to the email centre at mweb.co.za, and it seems impossible...

Connected to the Gardens Centre Tower.

I have sent you a PM on whom to contact.

Regards

Michael

 

[Ekhaatvensters]

Michael, are you just saying hi to Mr.H, or actually sending the PM to him?

I think the OP, Henkk, or Spin99 might want that info too : /

 

[who.is.michael]

Oops, yes thanks EHV, corrected the msg and fwd the details to Henk as well.

 

[MrH]

Yeah I think they need it more than I do

 

[who.is.michael]

Yeah, well at least you have it should it be needed, lol. By the way, I did manage to get my connection sorted out by the network guys in Joburg after several emails back and forth - generally have speeds back at 1 Mbps on the Gardens tower...

 

[MrH]

Thats good at least now maybe you'll be getting the service you payed for, hopefully it stays that way.

 

[Raithlin]

Generally speaking, if you have no joy from the "support" (sic) operator, try to get through to Carlos (Call Centre Manager, IIRC). No promises, but that might begin to help the feeling of helplessness you get when talking to most of iBurst helpdesk consultants.

 

[Donovan]

iBurst sucks now... just cancel and be done with it. I'm just waiting for my contract to be finished and then I'm moving to another provider who vaguely knows what they're doing.

It's like Sentech MyWireless all over again.

 

[Ekhaatvensters]

iBurst sucks now... just cancel and be done with it. I'm just waiting for my contract to be finished and then I'm moving to another provider who vaguely knows what they're doing..

That would be Telkom? They're just lucky they are the only ones allowed to run ADSL lines.

Weird, there have been hundred of threads with problems and supposedly iBurst sucks now but mine has basically stayed the same. I wonder how many people haven't really had huge problems with their lines? I'm still planning on moving over to ADSL, but that's purely based on price.