Communication between WBS & iBurst Customers

[guest2013-1]

sihen, support centre crit (PRE-LAUNCH)

Hi,

Although from what I've experienced thus far regarding support has been on par, I feel the following points might improve your service even more :

#1 When Shiela offers to call you back in relation with a query re: international and local download/surfing speeds, takes the trouble to take down my details, I at least expect a call back. This happened twice now.

#2 Train your support guys to at least know basic networking skills. The other day I phoned in because my desktop has two ethernet cards in them (one going to my router, the other to the modem) Running WinXP Service Pack 2, I just setup a new internet connection re: the setup instructions I got, however, the connection never went further than "Connecting to WAN Mini Port..."

I received a response of "Our networking guys aren't here at this moment, would you mind phoning back tomorrow during office hours?"

I failed to see the relevance of actually speaking to a networking person, as all I needed to do (and still can't) is connect with my 2nd NIC via ethernet to the modem.

Also, there seems to be an issue where I would lose connection (I'm aware that there will be connection drops etc), the modem will then try and reconnect, but will hang at "Verifying Username and Password...", then proceed to give me the PPP Link failed error. After several attempts I connect, but then I'm unable to surf or check mail (but for some strange reason when I connect my torrents, they start downloading)

Only after a reboot and unplugging the modem, I can connect and surf/check mail. This is really irratating and I would like to know if there is anyone else experiencing this (or if my laptop just needs to have a fresh installation of winxp pro/service pack 2)

Other than these few points (maybe someone can also give some constructive crit) I feel WBS is thusfar on a good road to success.

Let's see what the future holds

 

[sihen]

nonone I apologise about sheila and I will have a word with her in the morning not to do it again. noone I am trying to put together a call centre that has offers a great service and will stay a great service even when we do have a large user base.

To be honest with the email/torrents and browsing, I had the same problem this week and found it to be a virus/warm
I could Ping,traceroute..
I could not browse,couldnt use anakins speed test..
i couldnt even telnet smtp.uunet.co.za 110 or 80
could not check email
noone give me a call tomorrow and we will try sort something out for you.

Dylan

 

[sihen]

To do with the networking etc.. noone I am continuesly training my staff on a day to day period.. all my staff memebers will be fully upto cratch by launch in Q1 of next year.

 

[guest2013-1]

Any idea what virus it could be? I have norton 2005 with the latest definitions?

 

[sihen]

i had to re-format but suspected it to be W32.Welchia.Worm

 

[guest2013-1]

doubt i have the virus, i have all the newest patches of everything on this pc, not even osama bin laden could infect this pc...

 

[alchamy]

I have the same problem, disconnects and hangs when trying to reconnect. Running XP SP2, the interesting thing.... on a laptop. noone, perhaps we can find common ground here to identify the problem. I have tried both USB & Ethernet with the same result.

I don't think that Welchia is to blame, the first variant deleted itself when system dates changed to 2004 (provided you restarted once since then, the other 3 variants all deleted themselfs on the 1st June 2004. So unless you really like living in the past the chances of having Welchia active on a machine a slim to none.

Most people did fresh installs before moving to SP2 which would definately minimise the risk of infection. Also the windows firewall notifies you of any process trying to access an external port. So I think its safe to say that the chances of our problem being virus related are very low, although not impossible.

That said, I don't think WBS is to blame either, unless people are so used to dodgy service that they don't even bother complaining any more. I have had great success when using a router (which would support Sihen's theory).

I would prefer having a solution that does not involve reinstalling my machine every 2 weeks, as much as I miss the Windows 95 days, I don't feel like reliving them.

 

[sihen]

ic that is more Anakin's department but i will bring it up with him. I tend to agree that it would be a good idea. I have forwarded the links to the relevent people.

Thanks for the input.

Dylan

 

[sihen]

noone on the other hand thanks for the crit, without crit I dont know where im going wrong and what needs improvement.

 

[Bishop]

Well, with the connection hanging thing. I had a friend experience the same thing and he was unable to log in at all until he powered down the modem and started it up again. No reboot required weirdly enough, just the modem that needed to restart.

Personally my connection does not even drop. It just suddenly stop downloading with no traffic coming in or out. All the lights are still on and the software still claims that the connection is open though. I need to manually disconnect and reconnect to get the data flowing again. This has only happened about 3 times, so I have been unable to trace the reason for this yet

 

[sihen]

Bishop we are currently in a test phase and testing everything and replacing hardware and upgrading etc...

The way it works is you connect to a base station and from there go onto the backhole (backbone) to our provider... if we are working on the backbone and it goes down for some reason you will still remain connected to the tower but the internet wont work.

 

[Bishop]

Ah, thanks sihen.

As ic said, just knowing what the problem is already makes me feel better. At least I now know that my machine is not possessed and doing freaky things on its own ( always a possibility with my hardware )

 

[guest2013-1]

sihen, express my thanks to Shiela for calling and apologizing for not getting back to me... was a first for me

 

[mc721221]

I have sent 3 email to [email protected] over a three week period and have NEVER received a reply.

 

[hArTh]

<blockquote id="quote"><font size="1" face="Verdana, Arial, Helvetica" id="quote">quote:<hr height="1" noshade id="quote"><i>Originally posted by ic</i>
<br />If you have a really good compliment for iBurst / WBS, please post it here, so others/newbiez can get a feel for WBS & iBurst service levels.

If you have a complaint please post it in the following topic:
http://www.myadsl.co.za/forum/topic.asp?TOPIC_ID=5600

Tkanx.
<hr height="1" noshade id="quote"></blockquote id="quote"></font id="quote">

Seems pointless to praise or crit the current test service, it's not the service iBurst will be officially launching with ...

-Information anarchist-
www.sentechhatesfreespeech.org.za
I support:
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www.poopband.co.za
Looking for something better than IE?
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[sihen]

mc721221 once again i say sorry for that, wbs is currently very hectic due to the launch in Q1 of next year. I will make sure someone looks into the mails on monday

 

[sihen]

noone will do so man.

 

[alchamy]

Yeah, very difficult to get a feel for what will really happen when everything goes live next year, to date my feelings have been up & down. However this is worth mentioning to perhaps bring light on a major difference between our current services and the up and coming WBS.

Stopped by late friday afternoon, round 16:45 to exchange a faulty transformer for my UTD, sounded like a box of smarties if I gave it a shake. Instead of the expected, "how did you break it" or "sorry but the warranty does not cover that" I had a rather different experience. After the 15 minute delay at security but thats just the SABC buildings for you.

The Chief operating officer handled my "complaint" I thought it was a simple exchange. He immediately escorted me to a boardroom where a representitive from Kyocera (the manufactures) was going about his work. He raised the issue there and then, assuring me that this would not happen again. The manufacture was quite shocked and asked if he could take it back to Japan for further investigation. By now I was rather surprised that a simple exchange had become a serious concern.

Its not everyday that a company takes a defect that seriously, normally its your fault and you should feel bad for wanting to exchange the product. Afterwards I was taken for a tour, introduced to some of the staff and shown how some of the systems work.

WBS showed me that South African companies can be competitive, honest and be truely customer focused.

 

[alchamy]

The E-mail option is like playing the lotto at this stage, very small chance of winning. For now I will stick to the phone.

 

[hArTh]

I agree that all the anecdotal evidence points to iBurst having a serious commitment to service. This is obviously very good indeed.

However, once the service is stable and rolled out I dont expect to make use of their support very often. What will matter to me then is the raw performance of the connection.

So it's watch and wait for me.



-Information anarchist-
www.sentechhatesfreespeech.org.za
I support:
www.hellkom.co.za
www.poopband.co.za
Looking for something better than IE?
www.mozilla.org/products/firefox