DigiChilli January Status and feedback

Support and network

Hi Chill's

Sorry for the long silence, we have been very busy stream lining some of our processes to give you guys a better support structure.

First off allot of you guys are complaining about the fact that no one is getting back to you. We have implemented a new CRM system so when you call the call center you should or rather must get a reference number. This will allow you to track the process of your issue (Trouble Ticket) from start to end. If you do not get a reply to emails from [email protected] please follow up the day after with a call to the call center 087 94 10 HOT(468) and make sure you get your reference number.

Due to the new system implementation we have a small back log on accounts@digi and support@digi but we are catching up quickly.

We have had some highs and lows with the network but mostly guys are getting much better speeds then before. If you guys are having issues with speed, games or any other aspect please log calls so we can filter it through the system to get this fixed for you. Please make sure you guys give as much info as you can on the initial call so we can resolve it without back and forth waiting.

Same goes for any accounting issues, call the call center log a call and we will make sure it gets resolved.

Cheers
Andre
 
Digi Tech said:
Hi Chill's

Sorry for the long silence, we have been very busy stream lining some of our processes to give you guys a better support structure.

First off allot of you guys are complaining about the fact that no one is getting back to you. We have implemented a new CRM system so when you call the call center you should or rather must get a reference number. This will allow you to track the process of your issue (Trouble Ticket) from start to end. If you do not get a reply to emails from [email protected] please follow up the day after with a call to the call center 087 94 10 HOT(468) and make sure you get your reference number.

Due to the new system implementation we have a small back log on accounts@digi and support@digi but we are catching up quickly.

We have had some highs and lows with the network but mostly guys are getting much better speeds then before. If you guys are having issues with speed, games or any other aspect please log calls so we can filter it through the system to get this fixed for you. Please make sure you guys give as much info as you can on the initial call so we can resolve it without back and forth waiting.

Same goes for any accounting issues, call the call center log a call and we will make sure it gets resolved.

Cheers
Andre
Click to expand...

First off welcome to the forum and 2nd thank you for the update.

Just a few questions:

1) What speeds are we supposed to get? Spicy, mild etc
2) Are there still any problems on DC's side or is Telkom to blame?
3) When (if there are problems) can we expect them to be fixed?
4) Why did you change to 256kbps from burst from 256kbps?
5) Most importantly, WHERE IS DAVE? Is he alive and well? Still working at DC :p

Thanks for any answers :)
 
Hi XineoX

Thank you for your response.

1) What speeds are we supposed to get? Spicy, mild etc
Simple equitation, you divide kb's / 8 and that gives you the KB's. This means on Spicy 256Kb's you should get 32KB's. Bare in mind this is shared between HTTP, Torrents, Mail, Chat

2) Are there still any problems on DC's side or is Telkom to blame?
Telkom Richardsbay DSLAM was down yesterday, not other Telkom issues I know off. We are busy working on one of our systems as I type so network will be sluggish until this has been resolved.

3) When (if there are problems) can we expect them to be fixed?
Busy on this now

4) Why did you change to 256kbps from burst from 256kbps?
This is a good question :) Because we don't have the clauses that state you get these promised package speeds depending on network status, retention of users, the gravity of the moon and the color of Uncle Bobs hair we have stepped away from guaranteed speeds. We are how ever sticking with the same speed formula and we have not downgraded any packages.

5) Most importantly, WHERE IS DAVE? Is he alive and well? Still working at DC
Dave is around and busy streamlining the way Digichili works and fixing everything that is not working at this stage. He still is and will be critical to our operations going forward.

I hope this help?

Regards
Andre
 
Ok, something is seriously wrong somewhere...

The speakEasy Test took about 3 minutes just to start...then never got beyond an absolute crawl of 2-3kbps. Near the end, with the red dot still moving ultra slow, the spedometer reading fluctuated around 6000-7000kbps... http://mybroadband.co.za/photos/showphoto.php?photo=14384&cat=500

Last Result:
Download Speed: 6881 kbps (860.1 KB/sec transfer rate)
Upload Speed: 84 kbps (10.5 KB/sec transfer rate)


Speedguide results seem in the usual range.

67 kbps down (~0.07 Mbps, 8 KB/s) ↓
51 kbps up (~0.05 Mbps, 6 KB/s) ↑

Details:
250 KB downloaded in 30.485 seconds
100 KB uploaded in 16.204 seconds
Speed @ 93% of the average for digichilli.co.za
Tested on: 2010.01.27 07:40 EST
Tested from: clowder.ca

The speedtest.net test also is taking forever to start. It also shows the very slow speeds of 2-3kbps...then jumps to about 30 right at the end.

http://www.speedtest.net/result/696344210.png

The second test took forever and dropped from 2kbps... http://mybroadband.co.za/photos/showphoto.php?photo=14385&cat=500 to 1kbps at the end and then returned an error... http://mybroadband.co.za/photos/showphoto.php?photo=14386&cat=500

My browsing is very slow. I presume that the 2-3kbps is therefore what my actual speed is...

I had to upload the pics with my telkom account, since the DC account seems to have died completely, with MyBB not even loading. Will keep trying the DC account and see.

I'm on 384k line with spicy.
 
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Hi Lightscribe

We are looking at a component of our network now so you might be getting very bad speed until we have fixed it. I will update the forum once it is working.

Regards
Andre
 
Digi Tech said:
Hi XineoX

Thank you for your response.

1) What speeds are we supposed to get? Spicy, mild etc
Simple equitation, you divide kb's / 8 and that gives you the KB's. This means on Spicy 256Kb's you should get 32KB's. Bare in mind this is shared between HTTP, Torrents, Mail, Chat

2) Are there still any problems on DC's side or is Telkom to blame?
Telkom Richardsbay DSLAM was down yesterday, not other Telkom issues I know off. We are busy working on one of our systems as I type so network will be sluggish until this has been resolved.

3) When (if there are problems) can we expect them to be fixed?
Busy on this now

4) Why did you change to 256kbps from burst from 256kbps?
This is a good question :) Because we don't have the clauses that state you get these promised package speeds depending on network status, retention of users, the gravity of the moon and the color of Uncle Bobs hair we have stepped away from guaranteed speeds. We are how ever sticking with the same speed formula and we have not downgraded any packages.

5) Most importantly, WHERE IS DAVE? Is he alive and well? Still working at DC
Dave is around and busy streamlining the way Digichili works and fixing everything that is not working at this stage. He still is and will be critical to our operations going forward.

I hope this help?

Regards
Andre
Click to expand...

It helps a lot & I hope other people who wanted to know this are happy too :)

I'm not quite getting 32kB/s yet like many others, but I'm sure all will be fixed soon.

Good Luck :D
 
Thank you DigiChilli!! made the other Chillies smile now that they know whats cutting! keep at it
 
HI Andre

I see when you load a java application it is very slow, just loading the page is a bit faster but it is still quite slow, also gmail takes a wile to load.

my local browsing is fine
torrents are running at 25kb/s (combined)
i did not tet the other stuff yet

384 line
 
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I decided to try Secondlife anyway...and it flows at 12-15KBps...which is faster than before. That's really nice. It settles at 5-8KBps as usual, if I do not turn around.

I can browse at the same time still, although that is slow, as should be expected if SL is flowing constantly.

So, all in all, I'm very happy. :D
 
Last edited:
Hi Andre

Thanks for the Update! Great to hear from you guys!

Question: (sorry if its been asked) What the news on the Bursting?

Thanks again man!
 
For the short while the shaper was off for updates today my HTTP speeds were what they should be (32kB). Now that it's back on they've shot back to hell.

I can't understand though.............why are you guys shaping HTTP? I mean.............It's HTTbloodyP.
 
To put what Andre is saying into english as I understand it and so people won't be confused;

You may still burst up to max line speed (384k spicy & mild etc)
There are still issues being worked on atm so expect slow speeds
All bandwidth is UNSHAPED - meaning you decide what to do with the bandwidth you get.

If I'm wrong please correct me :)

@Andre Any news on DC's news server? :)
 
i can download at a reasonable speed, but can't do any browsing what so ever, even when not downloading. Router struggle to connect to DC, all in all, had much better days on DC than the past week or two.
 
Thank you Andre for the input, we sometimes feel like starving animals just happy to get some crumbs of information from you guys.

Quick question. Is there a reason why newsgroup downloads with astraweb and others have gone from 32-40kb/s for the last few weeks down to 10-18kb/s for the last 2 days? Is this temporary?
 
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