Communication between WBS & iBurst Customers

Do you want this thread replaced with a post-launch thread?

  • Start a new thread (i.e. wipe the slate clean) & close/lock this thread

    Votes: 19 86.4%

  • Leave it open for constructive criticism of WBS iBurst Customer Service & Support

    Votes: 3 13.6%
  • Total voters
    22
  • Poll closed .
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Please read this:
http://www.mybroadband.co.za/nephp/?m=show&id=131

"...A number of iBurst clients claim the new broadband Internet service is erratic and unstable. However, iBurst distributor Wireless Business Solutions (WBS) says it has received minimal complaints, adding that the service is rapidly improving..."

MINIMAL COMPLAINTS?! Are these guys for real?
 
TheRoDent said:
How about instead of trying to pacify people with how good it works for you, you start talking about how you're going to refund them for this crap they've been experiencing.

I'm sure that'll be a lot more welcome than excuses about how "you're working on it"...
Click to expand...

Well, I don't want a refund. I want a fast, reliable service going forward.

So I would much rather that Shaun concentrates on imporving the network, rather than wasting valuable time squabbling over rebates.

And anyway, we all took up the pre-launch offer with our eyes open, didn't we?
 
Point Taken

Hi there Rodent

The service is allready discounted due to the fact it is in the pre launch phase and we have never said in this stage there would not be problems. For what is being paid the service is acceptable. There is no cap in place. There is no shaping. Please hang in there while we iron out the signal problems etc....

From your message i sense your frustration. Call me directly if there is anything i can do to assist you. The downloads and usage of the system average out at a huge amount of Gig's per user and this shows that the majority of users get much more than their moneys worth. If this is not happening to you get me your detail so that i can monitor on the servers what is going wrong with you activity.

Mine is not to try, mine is to perfect.

Best Regards

Shaun Green
 
Rodent is not an Iburst user. He is on ADSL.

I think he tried Iburst for a week, didn't like it, and returned it.
 
...didn't like the fact that they'll be implementing a 3 gig cap...

Plus, GateCrasher, keep in mind, Rodent is an old user from Sentech, all the **** happnening now with WBS (excluding the recent participation on the forums by Shaun) has been EXACTLY what Sentech did to users.

Some of use fought for several months just to get a rebate.

If it looks like a duck, walks like a duck and quacks like a duck, it's probably right to assume that the service is going to suck... er, i mean, it's a duck :D
 
Noone, I do bear all that in mind.

But I sometimes wonder whether posts are made to help Iburst users, or whether they are made simply to slam the service, because it helps fulfil their predictions.

I really want Iburst to succeed. Not only for my own sake, but because the more serious players there are in the market, the better things will get for everyone.

I just get the impression that some posters on the board want Iburst to fail, just so they can say, "I told you so."

That doesn't mean go lightly. It means target the specific problems, bombard WBS and get the desired results. Far more beneficial for all than making sweeping generalisations that achieve nothing.
 
GateCrasher, now this IS dejavu... hehe, same thing with Sentech happened. Only now we're fed up with "new players having teething problems" boo hoo

anyway,

Jerry, port shaping is a way to make sure that traffic gets utilized effeciently and not get abused.

For instance, normal HTTP (web surfing) go through port 80. So obviously port 80 would have a higher priority on the list, than lets say, port 2384938265 would have (not that you can go that high in a port)

So everyone gets a "piece of the pie" and ports not used by the norm gets a "woa bubba, wait for the more important traffic" signal.

BTW, ports are what you use to connect to different types of services, like for FTP the usual port is 21, HTTP port 80 and email port 110. This allows a server to distinguish between what type of traffic it is getting in and how to deal with the request sent by the user (instead of hosting several servers for several different types of service, needing different IP's)

comprende?
 
I can definately echo Crash. I am also connecting to the "Dredded Northcliff Tower" and have continuous ups and downs.
 
Answer 1 as promised

Greetings IBurst Community

The authentication server had a failure on the hardware side friday evening.

The outage was supposed to be repaired within an hour, however, the delay was 3 hours according to Luis. Please remember we will never do anything to deteriorate our service on purpose. This is not a strategy i would recommend any service provider.

Hardware failures are out of our control. We can only repair them as and when they occur.

The speed issue of the weekend and monday i can get no answer on, it happened and went away. I honestly hope this problem does not occur again. Being unidentified we will have to rely on the community to keep us informed on speed issues.

The disconnection issue which is effecting a small percentage of the community including myself is still under investigation. They have identified 2 possible causes. I will be better informed on thursday.

I refuse to answer with b/s. This will aggrevate yourselves and myself with the torrent of calls i may receive on the issue. I connect anything from 1h30m to 7h45m. Then it disconnects. My system is set to auto-redial. So the impact on myself is limited. I am not an online gamer.
My apologies to them.

Till later.

Shaun Green
 
Great

The more views on the site the more feedback.

Great having you guys keeping us informed what is happening in the community.

Keep viewing

Keep recommending

Keep the constructive crits coming

Keep suggestions flowing.

I will not be able to answer each one. My PA is printing them all out for my reading and information purpose.

I have to concentrate on the service excellence firstly. Please bear with me if responses seem delayed.

Thank you Guys & Gals

Shaun Green :)
 
Hi Shaun, Thanks for the feedback

My first and biggest concern is what you just said :

The speed issue of the weekend and monday i can get no answer on, it happened and went away. I honestly hope this problem does not occur again. Being unidentified we will have to rely on the community to keep us informed on speed issues.
Click to expand...

It was told by us by helpdesk on several occasions that the problem has been identified and that they're fixing it. Also that Luis (on Saturday) was on his way to UUNET to fix it. This utter complete b/s spewed by your helpdesk has to come to an END!!!!!!

2nd of all, I would like you to read/listen carefully. YOU NEED SOME KIND OF REDUNDANCY ON THE AUTHENTICATION SERVER.

Yes, hardware failures are out of your control, anyone in the world of IT would understand and agree (me included). However, during the last several months that I have had your service, the authentication server has crashed almost once a month (if I could take a thumbsuck)

Of course, the auto-redial helps when disconnecting, however, if you actively participate in, for instance, IRC, the whole user experience gets disrupted, you lose all track of conversation, and it's frustrating trying to catch up again.

For normal surfing/email it's more of a pain in the @ss, because most of my research for work is done afterhours, and because I don't have alot of time afterhours (I laugh at your 18 hour days) I usually need a quick and affordable solution to do what I want to do and "save as" for the next day"

When something disconnects, and I have several windows open and everything just "Cannot be displayed" on me, I truely wish that I had some poor sod from helpdesk right there so I can kick them in the balls/ovaries.

:D
 
noone said:
You must be super old then... PA printing out messages

Hope she's hot at least
Click to expand...


I know of a few young (below 40) very computer literate and skilled managers who have their e-mail printed for them.

They scribble on it, and get it back to the poor PA who has to decipher it all and act according to instructions.

Saves the manager a lot of time.
 
You guys should really give the support centre a break. Try working or running one for a couple weeks and you understand why you have to bend the truth a bit to get users off you back...

I've worked at a big Telco. Trying to isolate a problem on a massive network is nothing like your bloody home network. It's this massive monster and it takes time to check everything...

Taking down an authentication server, a mail server or whatever sucks big time.
Most sys admins would rather be in a car accident than drop a server.... (except if you work at Sentech :p)

I know that people really get hacked off... by disconnects, downtime etc..... I do as well.... but you guys scare me. I hope you never use my support dept. I'd probably murder the lot of you....
 
I liked best this excerpt:

“This is a progressive network. We have received a few complaints from existing clients, but things are stable. We have over 2 500 subscribers, and so we expect to have problems with 10 or 20 of them. We are sending out tech support to help and attending to them one by one. "

I've been complaining since the first week of Jan. Why hasn't anyone attended to my complaint. iBurst has been a total disappointment for me. I regret cancelling my Telkom dial-up.

iBurst, what really gets to me is that you're not even giving a time-frame for rectifying the problem.



Jerry said:
Please read this:
http://www.mybroadband.co.za/nephp/?m=show&id=131

"...A number of iBurst clients claim the new broadband Internet service is erratic and unstable. However, iBurst distributor Wireless Business Solutions (WBS) says it has received minimal complaints, adding that the service is rapidly improving..."

MINIMAL COMPLAINTS?! Are these guys for real?
Click to expand...


:mad: Northcliff tower, 100% signal, top speed 33 kbps (at best, usually it is 0 - 2 kbps) I can't even read email.
 
Crash, if the service from my support department sucks, MY COMPANY SUCKS in the eye of the customer. The "problem children" in my customer base will be lenient if I'm honest with them, but don't bulsh*t them. As to your statement "I hope you never use my support dept....." , well...if they don't get to *you* first :D
 
Normally I don't bite back but this feels like a personal attack on my integrity.....

Well... I give my "users" how about clients? the best service I possibly can. Yet if they phone me up everyday complaining, moaning and e-mailing my boss to death I would get a bit pissed. In a perfect world you can tell the complete truth. Certain things have absolutely nothing to do with the client. Why the hell do you guys need to know the technical reasons to why the service was down the weekend? I sure as hell wouldn't tell you. I would definately apologise, and say "yes we were most definately having a problem". Here are the ticket numbers (WHERE is the wbs ticketing system? How can you run a support dept without a ticketing system? ), here are the reference numbers from i.e UUNET for the problem.
See at my company we have a good support ticket system. You phone in or send an e-mail with a problem. You get a e-mail back with a ticket number. You can then go to a website and look at the specific ticket, and watch me add my comments explaining what I am doing etc. How many companies in ZA do this?

My choice of words was a bit off.... I don't lie to "customers", but I don't divulge every detail of my company. I don't appreciate that post ic.....I give my best, unlike most companies in this ****ing country.


BUT.... BIG BUT, If I gave my clients the service I got from WBS of late I would have been fired long ago.
 
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