Communication between WBS & iBurst Customers

[8321]

rebel: It is great that WBS is so responsive in your case.

I would hope that the conditions prevailing with every device that gets returned will be investigated by WBS or a reseller.

Is it a signal strength problem or driver clashes with other software or a 'dud' box or something else? Is is confined to a particular OS?

During this pre-launch phase WBS can build up a picture of why some users are so unhappy that they return their devices. It will need someone visiting each unhappy user, gathering information about the environment and running some tests with a device known to be in working order.

With 1500 already in the field (according to the latest press release) there are happy customers but as the volumes pick up WBS needs as much background information about failures as possible.

 

[guest2013-1]

the press 0 to receive messages has been fixed, ic you will be cued from early next week as we are getting out new PABX and call centre solution installed.
Sorry for the problems and hopefully we can give you better service in the future.

Dylan

Liar, yesterday when you guys were experiencing the problems it took me more than an hour to get through, busy signal, and then the phone rang for like 4 minutes before being picked up.

If this new queuing system was implemented, I would have been "caller 1500" and would have been served "sometime this millenium"

a Message expressing "Yo Yo Yo, **** hit the fan and we know about it, so shut the f up while we're looking at it niggas" would have been nice and probably field 90% of the calls you received that day. Not wasting my, or anyone elses time.

Oh. I'm sortof back

 

[alchamy]

Stepper, i was also down when i called iburst helpdesk, i was told that Jabulani is down because Northcliff and Roodeprot was down too.

As far as I recall Iburst has not run cables to all the towers, some of the towers are bridged to other main towers, ie they are slaves. So if the master tower is down all the slaves suffer.

I know they have decided to scrap the idea and run cables to all towers, perhaps they have not done jabulani yet.

 

[iBurst]

You know Iburst is now a member of the forum and we read all comments from satisfied and pissed off users. Thats how we grow, we need to the good and the bad and the ugly of iburst. THANKS FOR THE COMPLIMENT - IBURST

 

[alchamy]

You know Iburst is now a member of the forum and we read all comments from satisfied and pissed off users. Thats how we grow, we need to the good and the bad and the ugly of iburst. THANKS FOR THE COMPLIMENT - IBURST

Um, if your from iburst would you not choose your words more carefully????
See my post in the Wimax section, if you work for WBS im returning my modem.

http://www.mybroadband.co.za/vb/showthread.php?p=155937#post155937

 

[sihen]

Hello ic, I confirm that the user "iburst" does infact work for WBS and is apart of the Executive Management Group.

 

[sihen]

Noone *slap*

The problem was fixed a while ago but strangely enough I still get a complaint about it once in a while. today is the big day where we are putting in our new call centre solutions so it should kill that problem all together.

Dylan

 

[guest2013-1]

Yea i know, sometimes I just call call centre because they're more intelligent and fun to speak to about **** than Sentech's support monkies.

 

[sihen]

hehe, nice one

 

[Raithlin]

I do welcome MyADSL member iburst's participation on the forum, just wondering if iburst will be a regular participant & to what extent iburst can address issues that we might have?

Agreed. Listening is one thing, but acting upon what is said here will have a huge impact on my impression of WBS, and iBurst in general.

Time will tell. I hope we're not disappointed.

 

[twixt]

User: "Iburst"

Sorry maybe this is clear already - is this a common user that any members of the IBurst support team/executive committee can use to log on and make announcements or is it a single interested party that works for IBurst?

That said - having more representation from IBurst in this forum can only lead to better, more aware service.

 

[Mercury]

e-Mail Support

While we are at it, it would be nice if an e-mail to [email protected] got a response. Ditto for a comment posted at www.wbsmobile.co.za. I tried posting a comment at www.iburst.co.za but got a ColdFusion error, so I can't comment if that gives a different result.

Sometimes you want to raise an issue with some supporting detail, which takes longer by phone and is subject being mangled if it is passed along.

 

[fergus]

Good idea, ic.

It would be nice if WBS can be forthright about what they plan to do with their cap implementation. Thats the main thing I'd like to know from them and it'll definitely be a determining factor whether I get it or not.

 

[slimothy]

well if thats your attitude you should get it now while there is no cap and drop it when one comes.

 

[Jerry]

Just got off the phone with WBS about the need to continuously ping iburst to keep the link download going. They seem to be aware of the fact that several users have mentioned this, but has thus far not been able to duplicate the problem to see what could be causing it. The thought was that it might be an operating system (windows) problem. My spanner in the works was that I'm on a mac and I have to do the same thing to keep my d/l alive. This seems to have had a positive response from WBS in that they don't have to waste time looking at operating system problems as a probable cause. So at least I know (hope!) that they are working on it...

 

[TheYak]

This is ridiculous! Honestly! Now I can't even get through to the helpdesk, because their lines have gone all f-ed up - there's some kind of interference and you can't hear squat!

Argh!!!

This is REALLY starting to piss me off...

Time to phone the ADSL guys?

Dammit...

 

[Mercury]

Just got off the phone with WBS about the need to continuously ping iburst to keep the link download going... The thought was that it might be an operating system (windows) problem. My spanner in the works was that I'm on a mac and I have to do the same thing to keep my d/l alive.

Well, I need the ping on both my Linux and OS/2 boxes, sitting behind a Netgear firewall router. All of which worked fine until the first week in January, so that's another data point that supports the view that we are not dealing with an OS problem.

PS Since posting the above I have noticed that my links are responding quite nicely without a background ping. 4.3 MB download from saix at 64kB/sec and 76 kB/sec from the Telkom http speed test too. Interesting.

 

[bb_matt]

4. click here "iBurst is the new MyWireless"

 

[sihen]

Hi Guys,

IC I got the email and will be keeping a eye on this link, might be a little slow though as I am flooded with work but I will try my best to keep up to date

Dylan

 

[twixt]

Monitoring? I'd like something a little bit more concrete!

Hi Dylan,

I understand that the technical staff at IBurst is pretty busy - implementing a wireless system accross most of the country is probably pretty time consuming and having to have the project complete in less then 2 months means that its reaching that horrible hectic stage.

I'd still like to say that theres no point in assuring us that you're monitoring our problems - we would like (or maybe just I would like) :

EXPLANATIONS!

When we post queries here - part of the joy is that theres loads of other people that have usually been through what we're going through now or know something about it. Most of those guys are willing to share knowledge. Its pointless saying that you're monitoring our problems - we'd like to know:

1. What the exact problem is?
2. Why it occurred?
3. When is it going to be fixed?

And to be entirely honest - as of yet - I have never gotten a decent explanation from a single member of the support staff at IBurst.

Anyway that's today's rant for me - apologies for the hostile tone.