Communication between WBS & iBurst Customers

[guest2013-1]

Shaun, go check your private messages, and your email, there you will find my telephone number, thou shalt call me 1st thing in the morning - you work for me & the rest of us that pay your salary.

Actually, he's no one's b1tch

 

[w1z4rd]

haha, ic, i dont care who are what you are, if anyone posted a message like that to me, or spoke to me in that tone of voice, i would tell him to go fluck himself I seriously wouldnt care about loosing your business

 

[guest2013-1]

Pan, the thing is Sentech did the same thing. R454 I can handle, but Sentech was R1500... now, if you're some kind of special person who never holds a grudge or carry baggage, then you're not from this world.

Allow us to be frustrated and nail their asses.

I don't care if you said I should go fluck myself and that you wouldn't mind losing my business. But guess what. Word of mouth is a very strong and powerful tool. It can either build something up or totally annihilate something.

Sentech lost over half their subscriber base within 2 months because of word of mouth, WBS gained over 2500 users in the same amount of period (even more) because of word of mouth.

So if one client wants to ride the operations manager's ass for the f1ckup his finance department is making, I invite that client to do so.

Personally, I'm already looking into getting the uncapped UUNET adsl offering. Doing research now and will be applying for it as soon as I see WBS not being able to handle what they said they could do.

Period dot dot slash

 

[guest2013-1]

ic, if I were you I'd cancel. Service like that is not worth it. If, on a later stage, WBS pretends to actually care more about your problems, then I'd suggest you reconsider.

 

[Karel_01]

So, any WBS twit that tries to tell ANY of us that it is a UUNET problem must first show that the problem is recorded on UUNET's site, besides which ANY problem that affects WBS customers is in fact a WBS problem, and WBS' responsibility to sort out or escalate until it is sorted.

Sorry WBS but IC is right we are PAYING YOU for a service not UUNET so it is your responsibilty to get all over the problem even if it is @ UUNET.

 

[Karel_01]

If luis cant get it right tonight, i says he buys us all a drink on Friday

I see those beers are looking good on friday
thanks for trying guys pls get it working everquest is cheaper than prozac

 

[Next Thing]

I see those beers are looking good on friday
thanks for trying guys pls get it working everquest is cheaper than prozac

yeah , Hey Shaun , Gonna tell me what pub Louis is gonna meet us at ?

 

[lewstherin]

May I point out that if they actually manage to get the thing fixed, and launched properly.

You will have:
- a 3G cap
- 1Mbits/sec for HTTP,SMTP,POP3 and a few other protocols only.
- 64Kb/s for the rest.

Mana from heaven indeed...

Dont forget the fact that local IBurst latency is worse than ADSL by about 40ms...although it does make for a fun Counterstrike game - you can spot (and kill) the "bursties" from a mile away

Oh and did I forget to mention the uncapped, full speed local access on ADSL?

 

[Raithlin]

Network cable unplugged...

Ok. I tried to do some FTPing last night - trying to download the latest MEPIS ISO. With all the disconnections last night, do you think I got anywhere? Not when you are being disconnected every couple of minutes!! So I put the url into FreshDownload. That got me a combined (4 threads) download speed of 1.5KB/s.

For the first time last night, I was bouncing off the walls - and not because I'd smoked my socks again either. I gave it up as a bad idea, and will try again today from work - some of us don't give up trying, do we? I only hope iBust behaves itself.

Whatever this disconnection problem is, Shaun, if you could please have it elevated to the highest priority; this needs to get sorted out. The UTD is fine - it worked for December like a dream. I can be the most patient client when it comes to speed, but at least let me stay connected.

 

[Raithlin]

How iBurst should look...

This is for no-one, and anyone that hasn't seen the full potential of i-Burst [when it works].
DU Meter over a 10 minute span [top speed on the left, and average underneath], and
Cut from Net Transport, downloading a 790MB ISO in 7 parts - notice the elapsed time and downloaded size.

Well done to i-Burst if they can keep this up. Now to sort out the billing...

<edit>Having said this, note that it is a HTTP download. Port shaping could still ruin the experience for all... </edit>

 

[BucK]

Noone, will you make your findings puplic once your research is finished?

Me also thinks uunet uncapped will be best option, waiting to see what the costs for extra gigs will be on iburst. And also hugely depends if iburst can sort out their dailup connections before launch.

 

[alchamy]

I am also being patient until launch, I am curious to see what other packages get offered and the pricing. Will decide from there.

 

[LoneGunman]

Can someone print this out and present it to IBurst?

1. EMPLOY MORE PEOPLE AT HELPDESK.
You have to be some kind of self-sabotaging masochistic non-PR oriented company, to have ONE help desk person fielding calls for ALL your customers. That is so stupid, frustrating and guaranteed to p*iss off customers, that I'm amazed Sentech didn't do it.

2. TELL THE HELP DESK PERSON/PEOPLE EXACTLY THE STATUS OF REPAIRS/MAINTENANCE SO THAT THEY AREN'T SAYING
"Gosh, no one's told us anything about the work being done."

(If I wanted to get the impression that I was calling a backyard garage company run by 12 year olds, I'd find one and call them.)

3. WE DON'T CARE, ON HOLD, AND PAYING MONEY FOR SITTING ON HOLD, TO HAVE TO DELIBERATELY CYCLE THROUGH A SERIES OF SELF-PROMOTING TAPED MESSAGES ABOUT HOW GOOD IBURST IS.
Duh.If it was that good - we wouldn't be calling the Help Desk.

4. WHOEVER SET UP THE 'PRESS NUMBER X FOR OPTIONS', IS A MORON.
(You don't have a help desk number taped message - and make the 'option to speak to a live helpdesk person, the LAST option you offer.)

5. IT'S 24/7 INTERNET SERVICE - OFFER 24/7 HELP DESK ASSISTANCE.
(Yes it's expensive, but tough - present yourself as a professional company - or continue giving the impression of a backyard operation hiding in the overpriced rented offices inside the SABC radio block building.)

6. CREATE A WEB PAGE LIKE UUNET HAVE, DISPLAYING YOUR CURRENT WORK-JOB-MAINTENANCE STATUS.

Spare the minute or two to update this information, thus helping your customers see that you actually are doing something with the money you're being paid by us.

7. HAVING A 24/7 INTERNET SERVICE, REQUIRES AN UNDERSTANDING THAT CUSTOMERS AREN'T THERE FOR YOUR CONVENIENCE - YOU ARE THERE FOR THEIR CONVENIENCE.

A) ITS NOT CONVENIENT TO ONLY HAVE ACCESS TO THE HELPDESK AFTER 8AM AND BEFORE 11PM.

B) ITS NOT CONVENIENT TO HAVE THE HELPDESK CLOSE AT 5PM ON WEEKENDS.

C) ITS NOT CONVENIENT TO HAVE IGNORANT PHONE ANSWERERS ON YOUR HELPDESK, WHO KNOW ABSOLUTELY NOTHING ABOUT ANY ASPECT OF THE WORK BEING DONE ON YOUR NETWORK.

AND FINALLY

(as a special treat, here's something that you perhaps hadn't considered, but which has made me wince repeatedly while talking to your helpdesk personnel)

USING THE TERM 'JAPS' WHEN REFERRING TO THE JAPANESE WHO APPARENTLY CAME INTO THE COUNTRY TO HELP WITH THE TECHNOLOGY, IS ACTUALLY HIGHLY OFFENSIVE, AND A RACIAL SLUR. THE WORD 'JAPS' IS THE EQUIVALENT (IN ASIA) OF '******' IN THE US, OR THE 'K' WORD HERE. ITS HIGHLY INSULTING TO FOLKS OF JAPANESE ORIGINS -TRAIN YOUR HELP DESK TO SAY 'THE JAPANESE'.
(Again, this is just another part of presenting yourself as a professional company - by knowing this sort of thing.)

 

[Gatecrasher]

Yes, Iburst and Net Transport are an amazing combination. There has to be serious network issues for DLs not to max out.

 

[guest2013-1]

LoneGunman, your views are appreciated, but typing out japanese is a bit more time consuming that japs. I do understand the point that it's a racial slur much like whatever we have here and so forth.

But please note, my feet are firmly grounded in South Africa. In my culture, that doesn't mean ****. Be offended, don't be offended. This is my reality and I can do/say anything I like and either make it bother me, or piss on it and move on.

Capish

 

[Mayh3m]

Were we not going to get an update first thing this morning on the Disconnection issue?
At least that is what I read on Shaun Green's last post?

 

[LoneGunman]

<extra bit of opinion >
as an afterthought - I was only referring to the helpdesk people using that term, not anyone on this forum..
Also, after each time it was used by helpdesk folks, I gradually realised that they don't necessarily KNOW that its not a really nice word, at least to the Japanese.
In terms of forum (ie: written) use, sure, its much easier to write 'Japs'
but the helpdesk should understand its not a good term actually. So that's why I mentioned it, as just one of the things for iBurst to catch a gentle wake up about..
</my_opinion>

 

[Next Thing]

I mailed Shaun this morning . He is sick as a dog , has been for a few days , in bed. He has also had problems connecting to this site from his house. He will be giving us an update.

 

[Next Thing]

Interesting that he was reading his emails then... if I had had a reply to my email I might not have spent time re-investigating switching to Telkomonopoly ADSL.[post=164491][/post]

Yeah well . I know he has been at home the whole day . I also know he has a good few of people he has been responding to on email , he has just not been able to get into the forum , sounds very similar to the MTU problem I had at one stage . So maybe he is just not reached your one yet.

 

[bebob]

Halo Shaun, where are you?

I have called the helpdesk asking to speak to for 2 days in a row now with no luck. One moment you are out the next sick or something. Have you quit or what.
My connection still sucks piles.

Please give me a call in the morning.

I would like to get your location and identify what is happening to you.

We need the problems all out NOW. 1 and a half months to launch.

We all want this to be the best alternative in South Africa.

Please dont forget to call. I am very active with the call centre agents during the day, however, leave a message. I have yet to "NOT CALL SOMEONE BACK".

No problem too small, No solution too expensive.

Thank you again

Shaun Green