Disconnects

Neotel

Neotel

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Guys,

I am posting this in the hope that I can get some information from you guys so we can take a look at the disconnect issue we are experiencing. Call it a poll if you want.

I would like to find out how many of you are still getting the frequent drop in connections as we have implemented changes on our network to try and resolve the specific issue of having no through put in-spite of been connected. This fault presents itself as either an error on a web page or as 0kps performance.

To further simplify. Your modem will show you are connected but nothing happens on your browsing or on your sending & receiving of your email. The other way in which this will present is the browser will display the error message. Web Page cannot be displayed.

Please resist the urge to flame on this one :eek:, I'm trying to compile some useful info from you guys as most of you are a bit more tech savvy than the average user out there.. Please would you PM me with
Neotel Telephone number;
Address where you are using the service;
CLosest intersection to this address;
Times you are experiencing the issue;
Any software you are using to improve the drop in connection;

I would really like to appeal to you guys to give you as much info as possible so that I can involve the more technical chaps on my side.

Looking forward to working with you guys:D
 
Hi,

Are you referring to actually, say, doing something and it disconnects randomly, or are you referring to the "every 2GB download" or "few hours" disconnect issue ?
 
Yes I experience what Neotel is referring too, only more frequently recently.

*PM sent.
 
Hi Rep,

Thank you for addressing one of the issues the community is experiencing with regards to disconnects and I hope that you are making good progress to resolving the issue.

However, may I please suggest you also look into the problem of users coverage changing as a result of towers being move / direction changed. I consider this to be a breach of contract when a user signs up and has full coverage, only for the tower to later be changed and they lose coverage. I believe that if you want to continue to change tower directions at your discretion then you should allow your clients likewise to cancel their contracts at their discretion, effortlessly & without penalty for losing coverage. Currently clients have to jump through loops to get their contracts cancelled when the problem is totally out of your clients control.

Perhaps look into a special helpline for users affected - equipped with KNOWLEDGABLE staff with the power to end a users contract. Also for users who experience a downgrade in signal quality perhaps offer them a free antenna - installed quickly and effortlessly. I think this is the least you can do considering that many of us left our previous carrier for YOU.

Secondly, being that neotel does not hard cap the user once they in-bundle cap is reached, it makes it extremely difficult to keep tabs on costs when they start using out of bundle bandwidth. It is of utmost importance to us that some sort of usage monitor be implemented, and frankly it's is taking far too long. You suggest calling the call center for our usage, but as posts on this forum indicate, it appears that you'll have no accurate way to monitor our usage either - which is a VERY large concern.

Lastly, having a rep on this board for an ISP/Carrier is a pleasure - take a look at the Vodacom thread and you can see how helpful it has become to both Vodacom and their clients by having an active rep. May I please emplore you to be more forthcoming with problems and updates. I assure you when we are kept in the loop we will be far less hostile (and I understand the hostility of some of the users is quite a burden to you ). You must understand that the users of this forum are more technically inclined than the average, and we have the ability to help you as well - but to do this we need the problems to be openly declared and we WILL help. However when we are kept out of the loop and treated like we are inept people, we will become hostile.

I hope you will take this constructive critisism to heart and act on it with the full faith that the community here merely wants a standard level of service in line with good business practice.

I apologise for side tracking this thread and look foward to a response from you so that we can all work towards a bigger, better and more efficient Neotel.

Kind Regards
 
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Hi usher,

Just so you know!

This is a issue that rpm will bring up today when he has the arranged meeting with Neotel at the Woodmead offices - hopefully, we'll have some answers for you later.
 
Lol @ usher. Everyone calls me that!

Thats great news Gdiza, i look foward to hearing the outcome - please do let us know (if rpm doesnt)
 
I am also having the disconnect issue, but I also noticed that some days I get no disconnects and no problems.

My Coverage:-

COVERAGE LEVEL
Voice Services. Excellent Indoor
High Speed Internet Services. Excellent Indoor
Voice and basic Internet Services. Excellent Indoor
Voice and High Speed Internet Services. Excellent Indoor
 
Last edited:
ushir said:
Hi Rep,

Thank you for addressing one of the issues the community is experiencing with regards to disconnects and I hope that you are making good progress to resolving the issue.

However, may I please suggest you also look into the problem of users coverage changing as a result of towers being move / direction changed. I consider this to be a breach of contract when a user signs up and has full coverage, only for the tower to later be changed and they lose coverage. I believe that if you want to continue to change tower directions at your discretion then you should allow your clients likewise to cancel their contracts at their discretion, effortlessly & without penalty for losing coverage. Currently clients have to jump through loops to get their contracts cancelled when the problem is totally out of your clients control.

Perhaps look into a special helpline for users affected - equipped with KNOWLEDGABLE staff with the power to end a users contract. Also for users who experience a downgrade in signal quality perhaps offer them a free antenna - installed quickly and effortlessly. I think this is the least you can do considering that many of us left our previous carrier for YOU.

Secondly, being that neotel does not hard cap the user once they in-bundle cap is reached, it makes it extremely difficult to keep tabs on costs when they start using out of bundle bandwidth. It is of utmost importance to us that some sort of usage monitor be implemented, and frankly it's is taking far too long. You suggest calling the call center for our usage, but as posts on this forum indicate, it appears that you'll have no accurate way to monitor our usage either - which is a VERY large concern.

Lastly, having a rep on this board for an ISP/Carrier is a pleasure - take a look at the Vodacom thread and you can see how helpful it has become to both Vodacom and their clients by having an active rep. May I please emplore you to be more forthcoming with problems and updates. I assure you when we are kept in the loop we will be far less hostile (and I understand the hostility of some of the users is quite a burden to you ). You must understand that the users of this forum are more technically inclined than the average, and we have the ability to help you as well - but to do this we need the problems to be openly declared and we WILL help. However when we are kept out of the loop and treated like we are inept people, we will become hostile.

I hope you will take this constructive critisism to heart and act on it with the full faith that the community here merely wants a standard level of service in line with good business practice.

I apologise for side tracking this thread and look foward to a response from you so that we can all work towards a bigger, better and more efficient Neotel.

Kind Regards
Click to expand...

....and oneday pigs will fly.......
 
RAS'd the OP in the hopes of getting a poll started for you Neotel users to vote on.

Would be interesting to see some numbers behind the disconnects - albeit a not to scientific one :)
 
Wait a second...

I FIGURED IT OUT.

Playoff must be the helkom rep n disguise!!!

BURN THE HERETIC! KILL THE MUTANT!! PURGE THE UNCLEAN

/endDOWspeak
 
ushir said:
You are really starting to piss me off. Do you not have anything other to do that bitch and whine like a little child?
Click to expand...

The Emperor is naked!!
There I’ve said it and I don’t give a rats if I hurt your feelings.

Wake up and smell the roses. While you live in cloud cuckoo land the rest of the Neotel users are realising that Neotels selling and hype activites are a lot stronger than its technical and delivery abilities and are leaving in their droves. http://mybroadband.co.za/vb/showthread.php?t=177857

You are one of a handful of clients who are happy to have the wool pulled over their eyes. Neotel’s focus is on the corporate market and you are just an annoyance.

But keep holding onto your dream and paying Neotel your R999 monthly and I am sure they will give you an award for optimism.
 
What made you think I wanted your interest? Kindly stop posting here.

You obviously dont use and have never used neotel so posting here to degrade them serves no purpose.

Moderators please remove these posts so we can get back on topic.
 
Hi NeoRep,

I cancelled my contract in April due to the “disconnects” and I am glad to see it is finally being addressed. Thank you in advanced for the effort and be sure that if you fix this "problem", I will active my account again. I have raised this issue on the following thread...

http://mybroadband.co.za/vb/showthread.php?t=136611

To be honest, I could not find any pattern as to when/where these "disconnects" happened. I found that it was more frequent during busy hours (5pm-8pm) so I would guess that the network gets so overloaded that it goes into a spin and is not able to service all the requests. Once a few users log-off, the tower is able to service the requests and the process starts again. I am not technical so I am taking a guess. I hope the link to the posts help. Please keep us up to date if you find a reason.

PS: If you are willing to sponsor one month's free internet, I will be more than happy to be a Ginny Pig :)
 
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