Cybersmart FAIL!!

I

IceDreama

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Location
Cape Town, South Africa
Well here is my story...

I applied for an upgrade from my 384 circuit to 512 circuit due to the looming 1mb upgrades. Everything initially went smoothly and I was told that it would take 2 to 5 business days to complete but I was hopefull as I had heard all the stories on here of how quick it went.

Well now its 7 days later and still nothing. I phone Cybersmart and ask for the Telkom reference myself so that I can follow it up myself and get on Telkom's case. I speak to a Telkom representative and she actually told me that she isn't allowed to help since I applied through a different ISP but she would see whats going on. She pops in the reference number and it states that the job should have already been completed but they are waiting on information from Cybersmart and that I should phone them to find out what is going on and that they should follow up on my behalf so that a technician can be assigned and the speed upgrade completed.

I phone Cybersmart and the call centre agent politely informs me that there is nothing they can do. I ask him if they can call on my behalf as Telkom says only they can follow up and he responds that because they have got a reference number there is nothing they can do.

So the crux of the matter is that Telkom says Cybersmart must follow up, I request Cybersmart to do so and get told its not our problem. So now I am stuck in ADSL purgatory. That is SO AWESOME CYBERSMART!!! THANK YOU SO MUCH!!

I WAS HAPPY WITH YOUR SERVICE TILL NOW. EPIC FAIL!!
 
2 to 5 business days???? If you phone Telkom directly they will upgrade the line while you're talking to them. Your line speed will be upgraded by the time you put the phone down.
 
Still, that doesn't explain why it would take Cybersmart 2 to 5 business days to do the same thing.

Lesson to be learnt: Always keep your adsl circuit direct with Telkom, will save you loads of grief.
 
deweyzeph said:
Still, that doesn't explain why it would take Cybersmart 2 to 5 business days to do the same thing.

Lesson to be learnt: Always keep your adsl circuit direct with Telkom, will save you loads of grief.
Click to expand...

Yeah sadly now I couldn't agree more. And it's actually taken them more than 5 business days.
 
deweyzeph said:
Still, that doesn't explain why it would take Cybersmart 2 to 5 business days to do the same thing.

Lesson to be learnt: Always keep your adsl circuit direct with Telkom, will save you loads of grief.
Click to expand...

Agree with you and why I will never allow another ISP to manage that.
 
with cybersmart you need to email these type of requests instead of calling the call centre, as the c/center guys can't really help with applications etc

or if you call regarding an application/upgrade ask for Charmaine or Biancah.

Another thing you can do is view the progress of your order via their website by logging onto http://www.cybersmart.co.za/logs.cgi
 
mh348 said:
with cybersmart you need to email these type of requests instead of calling the call centre, as the c/center guys can't really help with applications etc

or if you call regarding an application/upgrade ask for Charmaine or Biancah.

Another thing you can do is view the progress of your order via their website by logging onto http://www.cybersmart.co.za/logs.cgi
Click to expand...

Good advice; to circumvent this, I prefer to use TRLTech.co.za - same benefits (cap saver, etc.), same bandwidth at reduced pricing (R 9.50 per GB) and excellent CS.
 
who.is.michael said:
Good advice; to circumvent this, I prefer to use TRLTech.co.za - same benefits (cap saver, etc.), same bandwidth at reduced pricing (R 9.50 per GB) and excellent CS.
Click to expand...

Rather go with WebAfrica... the also have a nightrider service called Download plus...
 
I love my Cybersmart package. R799 gives me 15GB plus Nightrider, which gives me uncapped unshaped 10mbps from 2am to 5am. I seriously pull down 1MB of data per second. Granted, not all the time, but it happens when Seacom is up! :)
 
IceDreama said:
Well here is my story...

I applied for an upgrade from my 384 circuit to 512 circuit due to the looming 1mb upgrades. Everything initially went smoothly and I was told that it would take 2 to 5 business days to complete but I was hopefull as I had heard all the stories on here of how quick it went.

Well now its 7 days later and still nothing. I phone Cybersmart and ask for the Telkom reference myself so that I can follow it up myself and get on Telkom's case. I speak to a Telkom representative and she actually told me that she isn't allowed to help since I applied through a different ISP but she would see whats going on. She pops in the reference number and it states that the job should have already been completed but they are waiting on information from Cybersmart and that I should phone them to find out what is going on and that they should follow up on my behalf so that a technician can be assigned and the speed upgrade completed.

I phone Cybersmart and the call centre agent politely informs me that there is nothing they can do. I ask him if they can call on my behalf as Telkom says only they can follow up and he responds that because they have got a reference number there is nothing they can do.

So the crux of the matter is that Telkom says Cybersmart must follow up, I request Cybersmart to do so and get told its not our problem. So now I am stuck in ADSL purgatory. That is SO AWESOME CYBERSMART!!! THANK YOU SO MUCH!!

I WAS HAPPY WITH YOUR SERVICE TILL NOW. EPIC FAIL!!
Click to expand...

Basically it's not Cybersmart that's at fault here.

Cybersmart do not manually contact Telkom to transfer a circuit or to change the speed on the circuit - the Cybersmart system submits an electronic request to Telkom.

The system then automatically polls the Telkom system several times a day for progress.

As soon as Telkom assigns a order number, the Cybermart system is automatically updated.

This goes on until the request has been completed by Telkom.

We've found in the past that incompetent Telkom call-centre employees say that they require additional information when everything has already been submitted to them - it's a matter of they don't know how their own system works.

Sometimes speed changes are done within a few hours and sometimes it takes a couple of days - it all depends on Telkom at the end of the day and doesn't really matter from where the request originates.
 
Reuben@TRLTech said:
- it's a matter of they don't know how their own system works.

Sometimes speed changes are done within a few hours and sometimes it takes a couple of days - it all depends on Telkom at the end of the day and doesn't really matter from where the request originates.
Click to expand...

Can attest to this first hand!
 
Reuben@TRLTech said:
Basically it's not Cybersmart that's at fault here.

Cybersmart do not manually contact Telkom to transfer a circuit or to change the speed on the circuit - the Cybersmart system submits an electronic request to Telkom.

The system then automatically polls the Telkom system several times a day for progress.

As soon as Telkom assigns a order number, the Cybermart system is automatically updated.

This goes on until the request has been completed by Telkom.

We've found in the past that incompetent Telkom call-centre employees say that they require additional information when everything has already been submitted to them - it's a matter of they don't know how their own system works.

Sometimes speed changes are done within a few hours and sometimes it takes a couple of days - it all depends on Telkom at the end of the day and doesn't really matter from where the request originates.
Click to expand...

So how do I go about resolving this issue?? That would be of more help than explaining the problem further to me since with the latter I am still left with no ADSL upgrade.
 
The same thing happened to me.... The issue was with Telkom, they just never get back to the ISP. I spoke to like a million different people at Telkom until one finally told me the truth : My exchange did not support 4 meg and so they had put in a request to upgrade the exchange. This is something that gets considered only after enough people request the upgrade... so it sits in their queue indefinitely and the ISP just thinks that the upgrade is being processed.

Its like an infinite loop....

Anyway, if nothing happens you can aways track the status of the order on the Cybersmart page... from there you can see that they send in the request and IF they get a response.

BTW I moved to an area with 4 meg and I was upgraded in 3 hours.
 
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