Capped and Cut off

J

JTech

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Hi

Got capped on Sunday night, no problem, everything still worked.

Came home last night to find it dead as a doornail! Reconnecting doesn't help. The only site I can access is www.iburst.co.za. My alarm system (a hosted site), and POP3 mail all work properly.

This, I believe is the same scenario as described by others on the forum. Who can I call to solve this problem- I haven't got 1 1/2 hours to sit and explain to useless people on a helpdesk and then wait days for a response. I need a number for someone like Shaun Green.

Overall experience = SUCKS

Things were fine for just over 13 months, now everything's falling to pieces, service has gone from excellent to absolutely crap..:mad:
 
Phone the helpdesk and ask to speak to a second level support guy. Or give Ed an email.

Dont let them tell you it is any other problem like they sometimes do, you have to be firm with these guys!
they need to buy you an extra gig or change your password (or something like thta) to sort it out.
 
I cannot phone them, I hold on too long and get into **** with my company for running up the phone bill. I have e-mailed them and they responded with nonsense about it being my broswer, despite that neither my WinXP or my several Linux machines can see the internet right now. Browser problem my ass!

How do I contact Ed? My contact details for people there is a tad bit outdated.

The internet here is dodgy and attempts to search the forum result in pages hanging.
 
[email protected]

Those helpdesk guys canthelp you when it comes to this, they think that you are just confused becasue they dont understand the problem. The one guy went through a bunch of stuff with me which was just irritating and then after a while he checked my account and then said: Oh I see, the problem is you are out of bandwidth...
SO I had to try tell him that you can actually use iBurst after your cap..
 
Made a list of all posts on this forum that discuss "cap of death" and e-mailed it back to the helpdesk. That stopped any arguments in it's tracks and resulted in me being phoned on the landline to set up a time and date so they can do testing from my premises.

Let's see what happens..
 
Testing for your premises? Urg... well maby it will make them accept the problem once and for all. But it sucks for you, they could just fix it straight away and im sure at least someone there knows that.
 
Change of password worked for me. But did you set your mtu to 1352? Haha
 
Of course my MTU is set correctly, do you think I am stupid :mad:

Anyhow, they phoned me last night and we did a whole lot of testing. Needless to say my connection is still dead. What we did see was:

* For 30 seconds directly after a reconnect i.e. power cycle iBurst modem, the connection comes up at full speed and you can access the net. 30 seconds later it's dead. Repeatable!

* When you type in a URL, it goes "web site found, waiting for response" for a split second then DNS error straight away. This is a sure sign of active protocol denial!

They want to send techies out to my place. This is the 3rd day without service, am going to buy a gig to fix this because I cannot take being without service much longer. I am 99% sure this is cap of death, fixable by purchasing extra bandwidth. They are becoming less and less flexible in giving you a "free gig" so I am going to have to buy one- which sucks because this is actually their problem. I am also going to try the password change thing, and see if that helps.
 
Try both [email protected] and [email protected] to log onto the website.

Rather nervous reading this thread. I'm down to my last 50MB, after already buying an extra 3Gb this month.

I've either got a week of 64kb or a week of death-by-cap. I hope its the former.
 
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Have spent 1/2 an hour trying various variations in username

[email protected] (the one I was issued with when I signed up in 2005)
loads a different looking box asking for the same info, entering the info here results in a refresh of the page.. The following can be seen in the URL
errorMessage=User+unknown.+Unable+to+find+Dn+for+username+myusername%40wbs.co.za%40wbs.co.za

[email protected]
same as above

[email protected] The system could not log you in. Please ensure that you type
the correct User Name and Password.

The above conducted on Telkom Diginet line

Tried the same thing on my 3G cellphone using Opera, same result!

I log in via this interface every so often when I get the details for the @wbs.co.za mail account. I logged in last about a week and a half ago. Now it doesn't work.

EDIT: accessing it via my cellular phone has done something to my account, it suddenly logged in by using [email protected] on the 4th attempt. I now wonder if I change my login at home to @iburst.co.za if it will work then?
 
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Just a thought, does the site not perhaps check the modem ID when you try to logon to the site where you enter your username and pwd?

If that is so then you are pretty much screwed until they fix the problem.
 
JTech said:
Of course my MTU is set correctly, do you think I am stupid :mad:

Anyhow, they phoned me last night and we did a whole lot of testing. Needless to say my connection is still dead. What we did see was:

* For 30 seconds directly after a reconnect i.e. power cycle iBurst modem, the connection comes up at full speed and you can access the net. 30 seconds later it's dead. Repeatable!

* When you type in a URL, it goes "web site found, waiting for response" for a split second then DNS error straight away. This is a sure sign of active protocol denial!

They want to send techies out to my place. This is the 3rd day without service, am going to buy a gig to fix this because I cannot take being without service much longer. I am 99% sure this is cap of death, fixable by purchasing extra bandwidth. They are becoming less and less flexible in giving you a "free gig" so I am going to have to buy one- which sucks because this is actually their problem. I am also going to try the password change thing, and see if that helps.
Click to expand...

he as joking... very obviously too.. notice the "haha"?

Anyway, what you describe is EXACTLY the cap of death, that is just what it does, you can connect for a minute or so if you reset the modem. Have they not figured this out from their "testing" by now?

Just get them to buy you the gig, or that password changing thing. Dont pay money for their faults if you dont have to.. you can give Shaun Green a call too, he might be able to help you. Just make sure you dont bother speaking to the normal helpdesk.
 
Gatecrasher said:
Try both [email protected] and [email protected] to log onto the website.

Rather nervous reading this thread. I'm down to my last 50MB, after already buying an extra 3Gb this month.

I've either got a week of 64kb or a week of death-by-cap. I hope its the former.
Click to expand...

Death by cap isnt all that common, especially if you have had it before.. I'm not sure if it like something you can build an immunity too... has any one here had death by cap again after they had it sorted out properly?

I have had my turn wit hit and it has been fine afterwards, same with some other people on iBurst.
 
Ekhaatvensters said:
I'm not sure if it like something you can build an immunity too... has any one here had death by cap again after they had it sorted out properly? I have had my turn wit hit and it has been fine afterwards, same with some other people on iBurst.
Click to expand...

I've never had it yet. Not fatal, I know, but very nasty. Like an STD. Is there some kind of prophylactic one can take? Pill, injection, condom?
 
hmm.. the AIDS of iBurst it seems..

Well AIDS is just the coolest one.. I guess its not that bad, maby it can take the syphilis crown.
 
Case of Cap of death Demand for a free gig to sort out your problems!
 
OK,

they loaded a free gig on my account and magically everything works once again.

I suspect this is caused by a database discrepancy. They e-mailed me and told me my e-mail account was full, which is utter BS because I check the thing daily. Some people are totally clueless in that company.

Anyhow I digress....

After 11am I was able to login to the selfcare feature. I now notice that either [email protected] and [email protected] work for the bandwidth manager, but ONLY [email protected] works for the ISP services login.

I suspect that the cap of death is caused by the fact that wbs.co.za != iburst.co.za and they've changed this for new accounts, but not for old ones and it's the old accounts that suffer from cap of death not so? I suspect the billing/throttling/bandwidth manager platform is fcuking up and is getting its knickers in a knot because the username sent via the air to the BS doesn't match the one on the customer's profile.

These systems are provided by 3rd party vendors. Why doesn't iBurst get their sorry asses in there to FIX IT!!!!

What was different about this month?

I had very few disconnections, only 4 for the entire month due to optimized antenna I acquired. One was a power failure the rest were forced i.e. disconnected by iBurst for IP changes, which tend to be every Thursday around 00:00 ~ 01:00. Typically an IP lasts me a week.

I did some extensive downloading towards the 20th of the month.

my theories and 2c

JTech
 
Slinky511nx7 said:
Have any of you tried using a VPN while experiencing this problem?
Click to expand...

I haven't myself, but almost everything seems to work except http (even shttp works) and their email.

You can ping sites, download from p2p, chat on MSN etc.

So there is a good chance VPN will work.
 
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