The network is an "alpha build" at the moment. What works today simple isn't guaranteed to work tomorrow because of the constant tweaking and changes.
I'm afraid you can either wait it out or ask for a refund. Hopefully it''ll end soon.
They really should mention that this is essentially a paid beta.
Now see, that is a bit of a contentious point.
As I recall DigiChilli had a closed testing period before they opened to the public at large. That would have been their beta phase as during alpha you do not involve your clients.
This brings us to the now.
Since there were no clear messages stating that this service was in a beta or even RC (release candidate) state one may be forgiven to assume that what is on offer is a tested and reliable service.
We all know that DigiChilli is a start-up. We appreciate and applaud what they are doing in the ISP market.
At the end of the day what is at issue here is one thing. Clear and timely communication to a paying client base.
I do not see posting on a third party forum as the best way to achieve this. DigiChilli had their own forum on their own website which they decided to close down after deciding to not bother addressing the questions and complaints of their clients. I am unclear as to whether an explanation was ever given for this action.
They have our email addresses don’t they? Must be since I have received two invoices from them. So there is a way for them to communicate to us "one on one".
The attempt at communicating by posting current network status on their home page is a good start but it is as effective as stating a car works because the ignition switches the car on.
Yes the network may be up but we all know by now that only means that you can browse the internet.
Let’s get back to what is promised: unlimited downloads up to a speed of 256kbps and I quote “We understand downloads.”.
If they truly understood downloads then they would understand the massive frustration felt by everyone who can’t connect to the sources of their downloads.
Understanding downloads says to me that they know that the bulk of these downloads won’t be coming from standard http clickable links.
I am sure that DigiChilli do in fact understand our frustration and I am certain that behind the scenes there are techies who are working ridiculous hours, living off of takeaways and cola, to fix these issues. It’s just that the communication is lacking.
By all means put a message on the DigiChilli homepage that states they are having problems, but then supply a link to a more detailed explanation so that people will know, even if they don’t understand. And please include specifics such as “connections to XXX are not working due to YYY”.
As pointed out in earlier posts, the call centre staff may benefit from some training on the technical side of things or at least have access to a technical Q&A. At the end of the day the support personal are the link between the public and DigiChilli. If that relationship fails then the company’s image will suffer.
So there we are. The obvious has been stated. All that is left is to wait and hope.
