COMPLAINTS REGARDING YOUR ISPs HERE

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Saol

Bandwagon said:
SAOL -- I've just joined, and my first experience is abysmal service.
I had a similar experience to Linda123. Spent at least half an hour
trying to get through to SAOL. Was kept waiting by an answering machine saying: ``Hold on, you are now second in line...'' ``Hold on, you are now first in line ...''and then after listening to a recording of Queen for 10 minutes (and paying for it!), another answering machine saying ``Sorry, i'm not available right now!'' Also no reply to e-mails to the technical department.
Hello guys? I've only been with you a day and I'm wondering if you really are committed to your clients.
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Same experince with SAOL.
After the my experience with Axxess and SAOL Telkominternet here I come back. I wanted to support smaller ISP I do think that it is importent to have competition but not at the cost of bad bad bad service.
By the way Telkom answered after two rings
 
Carlhead - If you're a SAOL member, you should read your mail - they sent out a notice that there will be NO support from Sunday the 25th, 26th, 31st, 1st

Support on the 24th from 10 - 1300, and Monday 02 Jan from 10 - 1700

So no - not everybody is 24/7 support
 
Arni - you stick with telkom - i don't care how good their support is - by principle, i will NOT SUPPORT THEM DIRECTLY.

I'd rather stick with SAOL and fight with them to sort out their support and other issues. As for somebody else complaining in another thread about Authentication problems... YES what's up with that??? its always been a problem since i've joined SAOL...
 
LabAnimal said:
Carlhead - If you're a SAOL member, you should read your mail - they sent out a notice that there will be NO support from Sunday the 25th, 26th, 31st, 1st

Support on the 24th from 10 - 1300, and Monday 02 Jan from 10 - 1700

So no - not everybody is 24/7 support
Click to expand...

No man, I'm an ISP. My point was... 24/7 support should be just that... and we're open. hehe
 
SAOL

3 x 10 Gig accounts were ordered weeks in advance of the November policy change. The thinking was that advanced notice would assure a smooth transition at midnight. What happened instead was that people who phoned up at the last minute got activated before those who signed up in advance. The organisation and handling was extremely poor and unprofessional. 2 of the accounts were activated hours after the promised midnight activation. The third was somehow forgotten about and was taken care of shortly afterwards, following a call to the support line.

Numerous authentication problems: Authentication was shocking. The 3 accounts were used interchangeably from 3 different locations and 2 different computers (no simultaneous logins), all with the same problem. Customer support was friendly but useless. The problem was not solved in the 2 month period I was with them, although many promises were made.

Disconnections: Forget about the usual 24 hour disconnect we've grown to know and hate. SAOL makes things even worse when you approach your cap; the period gets progressively shorter. With about 500MB left (on 30/31 Dec) on the one account, the resets came every 1-2 hours. Forget about FTP or online gaming! Calls were made and customer support assured me this policy (that I was never made aware of upon signing up... correction? ) was indeed neceessary. I fully understand the logic behind it, but they have credit card details; if you go over, just charge the card at per Gig rates... simple! This is just small business thinking. I was assured that the resets would stop, as they had the necessary details to bill any extra usage (that was not going to happen in any case). Needless to say, they continued and knowing that I would be using Allyoucaneat from 1 Jan, I gave up and enjoyed my New Year.

From start to finish the dealings have been sub par. Everyone is very friendly, but I want action not smiles.
 
LabAnimal said:
Carlhead - If you're a SAOL member, you should read your mail - they sent out a notice that there will be NO support from Sunday the 25th, 26th, 31st, 1st

Support on the 24th from 10 - 1300, and Monday 02 Jan from 10 - 1700

So no - not everybody is 24/7 support
Click to expand...
This is fantastic a service provider in a 24/7 indusrty which close down for two full day . This is a joke
 
arni - yea it is... but arnt you guys taking it a little serious... I'm in the medical profession where 24/7 is commonplace - imagine we all closed up shop and left you to die ???

Alas, ISP's... its not really a trainsmash - however i do agree that there should be atleast one nightowl and antisocialite left behind the desks at SAOL to deal with issues during holidays - otherwise i really think that ISP's should start refunding or compensate people for what has been lost.

As for other comments - yes, SAOL is starting to look shockingly bad - WHAT THE HELL IS GOING ON WITH YOU GUYS... NEVER USED TO BE THIS BAD!

I for one am holding out to see what the new year brings - otherwise i'm giving them the boot. I can be patient only that long, then i'll hate them and have nothing good to say about them.

I think its good to not keep quiet about service levels with anything in South Africa - keep complaining because Overall, Service levels here really do Suck, and SAOL is no exception.
 
Saol

LabAnimal said:
Carlhead - If you're a SAOL member, you should read your mail - they sent out a notice that there will be NO support from Sunday the 25th, 26th, 31st, 1st

Support on the 24th from 10 - 1300, and Monday 02 Jan from 10 - 1700

So no - not everybody is 24/7 support
Click to expand...

Labanimal, I have to agree with Carlhead. New Year's Day or not, any ISP should be available 24/7, and if they ain't they should proclaim the fact on their telephone line, not only via sms or e-mail, which new sign-ups clearly won't get. How can SAOL, or any business for that matter, keep you in a telephone queue for 20 minutes (which you're paying for), announcing that you're third, second, first in line, and then when you get to the person who's promised to sort you out, he/she tells you, ``Sorry, I'm not in, leave a message and I'll call you back'', and you get called back two days later. If my ADSL connectivity is not available because everyone's on holiday on New Year's day and I can't process an online job for my clients in China, I lose the account. Sure, give the SAOL staff a break over New Year, and if they have to work on New Year's Day, give them a paid holiday to the Caribbean with firecrackers and dancing girls (or swarthy Tahitian men doing the Rumba), but man the lines to ensure 24/7 service. I mean, ISP stands for Internet SERVICE Provider, and you can't win the fight against Telkom with shoddy service. I'm already looking at ISP's who answer their telephones 24/7.
 
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Bandwagon - i hear you...


SAOL - still no answer from you guys about my complaint... come come, i'd like to hear that something is being done about this so that nextime i don't have the same issue : )
 
Hello all, complements of the season. I have been reading this thread since yesterday, but elected to remain in the background until now. All that has been said is true, and are issues that we will be looking into, such as providing more support over public holidays, etc. All things considered, however, the roll-over into the new year went surprisingly smoothly. I hope we have been able to sort out all of the kinks and problems regarding the IPC account holders log-ons. They seem to be running well now, and we haven't had any complaints yet.
 
I have been requesting support from them SAOL twice today (during office hours) and no replies. I can not reach / slow response of my international sites. The sites work fine I've got several source who checked it for me. Including myself browsing through an annonymous proxy, which was fast, but when i go there normally (directly) through my saol account I can wait up to 5 minutes for a page to reload. As i said before no response from saol whatsoever
 
There have been quite a few SAOL complaints in this thread.

Are you sure you are not capped by the way?

:)
 
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