Crystal Web ADSL performance feedback thread Part 3...

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Ho3n3r said:
Point remains, there could easily be a different point of contact with these idiots than 10210 to get simple things done if they really wanted to be helpful. But there isn't.
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What should happen is that Openserve get a dedicated call centre or "point of contact". Currently all calls go to 10210 and you are routed based on your selection. And that's where the problems start...
 
MickeyD said:
What should happen is that Openserve get a dedicated call centre or "point of contact". Currently all calls go to 10210 and you are routed based on your selection. And that's where the problems start...
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No, I disagree. Openserve have no relationship with the public, and so have no reason to open a communication channel to them. But dedicated communication with ISPs could be far better, and ISPs could in fact do a lot of the legwork, opening up Openserve to act as senior infrastructure and support specialists to the general market. It means they're efficient and have secondary revenue streams, and support further wholesale network sales on standard tech, while increasing their network reach, all paid for by the private market.

Unfortunately they still want to own the end user, so they're at odds with themselves and the market...
 
DJ... said:
No, I disagree. Openserve have no relationship with the public, and so have no reason to open a communication channel to them. But dedicated communication with ISPs could be far better, and ISPs could in fact do a lot of the legwork, opening up Openserve to act as senior infrastructure and support specialists to the general market. It means they're efficient and have secondary revenue streams, and support further wholesale network sales on standard tech, while increasing their network reach, all paid for by the private market.

Unfortunately they still want to own the end user, so they're at odds with themselves and the market...
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Agree.

The OS POC must be for for ISPs and retailers who lease services directly from OS.

What happens now is that the desk jockeys at 10210 do their scripted tests with a caller and when that fails they simply open a ticket with Openserve and pass the buck. Many of those tickets are NOT relevant to Openserve and results in unnecessary callouts. This is what must get fixed.
 
MickeyD said:
Agree.

The OS POC must be for for ISPs and retailers who lease services directly from OS.

What happens now is that the desk jockeys at 10210 do their scripted tests with a caller and when that fails they simply open a ticket with Openserve and pass the buck. Many of those tickets are NOT relevant to Openserve and results in unnecessary callouts. This is what must get fixed.
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And the longer that they deny ISPs access to systems and data, the longer this will pose a problem for them. Hell, if access requires training and certification, surely they've just opened up another revenue stream and ability to drive standardisation? To a captive market. Upfront and ongoing...
 
Re live chat, the following is pretty much a word for word transcript of one of my live chats with Telkom about 2 months ago to try and get my request to put my line in the holding pool actioned. At least I can now see the funny side but it really did go pretty much exactly like the following which is as close as I can remember to a verbatim transcript...

[CHAT BEGINS ]

Telkom: Hi. What can I help you with today?

Me: I've been trying to get my landline (<number>) put into the holding pool for almost 2 weeks now. I've sent email to tocfaxes twice now and get the automated response but they never call me back to verify my instructions.

Me: I mean the ADSL line attached to my landline of course!

Telkom: What landline number?

Me: <number>

Telkom: What do you want to do with the number?

Me: Transfer the ADSL line attached to it to the wholesale holding pool

Telkom: You need to send email to [email protected]

Me: .... [ I was about to type "But I've already done that (twice)" but didn't get a chance because the Telkom rep immediately closed the chat session before I could type a reply. ]

[ CHAT ENDS ]

Alternate support contacts are not a panacea, you also need people on the other end with some sort of customer service ethos if anything is to improve.

- Julian
 
DJ... said:
The owner of the infrastructure still supports it, so Openserve. ISPs can only install their own equipment once facilities leasing is approved and standardised, which is what as Crystal Web we're constantly pushing for...
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all the best with that DJ, hope you can get that right, because its clear you guys are alot more interested in better service overall as compared to Telkom.
 
DJ... said:
Thanks, and happy birthday to you...;)
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Thanks pal... :)


I really hate Telkom. Asked them to move my line to the holding pool, but my telephone line there is now no dialing tone. Modem is not syncing. Any ideas anybody?
 
Just some feedback re the download time - starting after 1am seems to have done the trick, daily usage has plummeted. Thanks a bunch for the advice/info ;)
 
Icemanbrfc said:
Please just kick me in the groin area now DJ, it will be less painful than dealing with Telkom. Meh
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The more people believe sincerely that they would prefer not to deal with Telkom, the more incentive they have to move their lines to their ISPs. There is now no reason to not do so...
 
myKey said:
DJ... doesn't know my new CW account :P

I was customer #14 back in 2014, right DJ...?
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About there, yes.

You were supposed to be having fun on other networks, last you told us. You keep coming back.

But it would be relatively simple to run the check to see which username it is. Not sure there's merit in doing that though...
 
DJ... said:
About there, yes.

You were supposed to be having fun on other networks, last you told us. You keep coming back.

But it would be relatively simple to run the check to see which username it is. Not sure there's merit in doing that though...
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Like my meth addiction, I just can't shake off of the crystal. I'm sure you can empathize.

Knowing you, you already checked :P
 
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