Compensation for down time. Fair?

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trinitics

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I have been with Afrihost now for less than 30 days, and already I've been offline for 3 days the first time, and then another 3 days from Sunday till yesterday.

The fault was with Telkom's lines, but I feel that I should be compensated for the time lost.

6 Days out of 30 days offline = 20% downtime for a fully paid service, with the expectation that i will have internet 24/7.

I asked for double my current speed for 6 days to make up for the 6 days I was offline.

What do you guys think?
Fair or not.

I believe it should be the job of the ISP's to keep Telkom in check, and accountable. They do after all spend millions, so Telkom should pay heed to their requests.
 
Wait, what?
Not sure if serious.
You should quit smoking those socks. They're frying your brain.

Telkom outages are Telkom's responsibility. Not your ISP's.
 
If the fault was with telkom and you can prove it, you can talk to telkom accounts for refund on your telkom bill. Of course small print reads: Line must be with telkom...

trinitics said:
I have been with Afrihost now for less than 30 days, and already I've been offline for 3 days the first time, and then another 3 days from Sunday till yesterday.

The fault was with Telkom's lines, but I feel that I should be compensated for the time lost.

6 Days out of 30 days offline = 20% downtime for a fully paid service, with the expectation that i will have internet 24/7.

I asked for double my current speed for 6 days to make up for the 6 days I was offline.

What do you guys think?
Fair or not.

I believe it should be the job of the ISP's to keep Telkom in check, and accountable. They do after all spend millions, so Telkom should pay heed to their requests.
Click to expand...
 
Necuno said:
OP confirmed his Line is with AH or Telkom?
Click to expand...
They're looking for a refund/credit on their uncapped data account based on percentage downtime (I'm guessing it's uncapped as this wouldn't apply to capped unless you had no opportunity to use your cap).
 
Woah, I think things have been blown out of the water a bit here.


OP, firstly is your line with Telkom or Afrihost? I am guessing with Afrihost?

What account are you using with Afrihost (capped or uncapped) and is it a refund (pro-rata) which you would like on your ADSL line rental or your account itself?


I know that if you are with Telkom and your ADSL line goes down, you log a fault with Telkom and are able to not pay for those few days in which your ADSL was down. I am not 100% sure on what needs to be done to get this right though and I do not think it is automatically done either.

If your line is with Afrihost, good luck. You'll need to speak to Afrihost support. Eish.
 
trinitics said:
I have been with Afrihost now for less than 30 days, and already I've been offline for 3 days the first time, and then another 3 days from Sunday till yesterday.

The fault was with Telkom's lines, but I feel that I should be compensated for the time lost.

6 Days out of 30 days offline = 20% downtime for a fully paid service, with the expectation that i will have internet 24/7.

I asked for double my current speed for 6 days to make up for the 6 days I was offline.

What do you guys think?
Fair or not.

I believe it should be the job of the ISP's to keep Telkom in check, and accountable. They do after all spend millions, so Telkom should pay heed to their requests.
Click to expand...

Do you have a compensation SLA with either Telkom or Afrihost... if not, you will get nothing and they will laugh at you.
 
No SLA no compensation.

You aren't on a guaranteed service...therefore no guarantee.
 
ADSL= Best Effort Service= No Guarantees= No refunds
 
trinitics said:
I have been with Afrihost now for less than 30 days, and already I've been offline for 3 days the first time, and then another 3 days from Sunday till yesterday.

The fault was with Telkom's lines, but I feel that I should be compensated for the time lost.

6 Days out of 30 days offline = 20% downtime for a fully paid service, with the expectation that i will have internet 24/7.

I asked for double my current speed for 6 days to make up for the 6 days I was offline.

What do you guys think?
Fair or not.

I believe it should be the job of the ISP's to keep Telkom in check, and accountable. They do after all spend millions, so Telkom should pay heed to their requests.
Click to expand...

Hi trinitics

Really sorry to hear about your DSL downtime :(
This definitely sounds like related - something that we can have logged with Telkom. If we have already, could you PM me the ref# and I'll have it followed up on?
 
AfriGuy said:
Hi trinitics

Really sorry to hear about your DSL downtime :(
This definitely sounds like related - something that we can have logged with Telkom. If we have already, could you PM me the ref# and I'll have it followed up on?
Click to expand...
Last we heard, think it was when Gian still posted here, was that AH do not refund you if your ADSL line is with them.

If you still pay Telkom for your ADSL line, you automatically receive a refund for the period you were down. If not, a call to 10210 (account query) quickly sorts it out.
 
MickeyD said:
Last we heard, think it was when Gian still posted here, was that AH do not refund you if your ADSL line is with them.

If you still pay Telkom for your ADSL line, you automatically receive a refund for the period you were down. If not, a call to 10210 (account query) quickly sorts it out.
Click to expand...

That's correct. Telkom credits you directly but we can log the dispute for you or you can dispute directly with them.
 
Telkom do not refund for ADSL line rental. They only refund for telephone line rental. Well that is what their T&C's say......
 
Hummercellc said:
Telkom do not refund for ADSL line rental. They only refund for telephone line rental. Well that is what their T&C's say......
Click to expand...

Telkom does provide an automatic rebate for ADSL rental.

Additionally, under certain conditions, Telkom provides a rebate for Telkom Internet uncapped accounts. For capped accounts, unused data in the month of a line fault is carried over.
 
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