DO NOT USE CYBERSMART!

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kommetjieboy

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Cybersmart has been nothing short of terrible. For 1 month now I have been trying to get decent ADSL. I have spent R100+ in phone calls to their support, promised on numerous occasions that the problem will be fixed....to be told days later that any service request with Telkom has been closed as there is no problem! There is a problem!!!! My ADSL is NOT working correctly! It drops connection regularly.

I called Telkom directly today and spoke to a senior manager. The reason why the service requests(x3) are being closed is because Cybersmart do not reply to Telkom's questions about to my problem, so Telkom assumes that the issue has been resolved. I have now lodged my service request directly with Telkom - even though my line rental is with Cybersmart.

I have spoken to Brian, Chad, Heinreich, John Mark, Damien (manager), Siya (quality control officer - yeah right!), James, Cheslin and finally Warren (a very rude manager). Not one person has been able to help sort this out. Apparently now they do not have any records of my initial problem and still insist its a Telkom issue or my modem.

I just signed up for Webafrica ADSL Data Only and connected OK. I also logged in OK with a Telkom guest account.....so forgive me if I am wrong......SURELY this indicates the problem MUST be with Cybersmart!

Now lets try CANCEL my account.

I have asked for immediate cancellation, but apparently I need to give them a months notice (for a service that does not work!!! Lol, such a cheeky bunch they are, rubbing salt into the wound.) I will post here as soon as I have sent it so that I have record that it has been sent. Others are having trouble cancelling, so I am sure it will be a painful process.

Wish me luck!

mark harley
d-eco creative ltd.
http://www.d-eco.co.uk
 
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Warren is very rude. I had cybersmart some time back when I had a 384k line still and he said that latency of 100ms for a 384k is fine and that I can't expect anything better. When I told him I get better latency with IS he started getting rude saying that customers may not use any other ISP's while using cybersmart.

The support guys always "think" they know more than the customer making you feel like you are really dumb even though your knowledge is more than likely better than theirs.


Cybersmart Suck... End of story. God forbid I ever use them again!
 
*gloats about his SAOL account*
Haters gonna hate.

Also, I'm very suspicious as to the validity of your claim. nice fake business and website. :thumbsup:
 
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cavedog said:
Warren is very rude. I had cybersmart some time back when I had a 384k line still and he said that latency of 100ms for a 384k is fine and that I can't expect anything better. When I told him I get better latency with IS he started getting rude saying that customers may not use any other ISP's while using cybersmart.

The support guys always "think" they know more than the customer making you feel like you are really dumb even though your knowledge is more than likely better than theirs.


Cybersmart Suck... End of story. God forbid I ever use them again!
Click to expand...

+1. They think they god's gift to SA. EPIC FAIL
 
Just leave them Kommetjieboy.

If they do not give you the service you expect, go elsewhere [openweb,mweb or axxess]

Inform them in a rude and abrupt manner stating that you will never refer or recommend their services to anybody and you will complain on hellopeter.

Finally vent on hellopeter just to rub a little salt in the wound.

You will feel much better that i promise you, so hit them where it hurts the most, their pockets.
 
My latency is nearly always over 200. I thought that was normal for a 384 line.
 
kommetjieboy said:
My ADSL is NOT working correctly! It drops connection regularly

I just signed up for Webafrica ADSL Data Only and connected OK. I also logged in OK with a Telkom guest account.....so forgive me if I am wrong......SURELY this indicates the problem MUST be with Cybersmart!
Click to expand...

I had the same problem, line dropping every 20 minutes or so, moved to axxess and works 100%. yours is only the second complaint of this kind that I have come across, so I dont think they realise the problem is on their side.
 
ave said:
I had the same problem, line dropping every 20 minutes or so, moved to axxess and works 100%. yours is only the second complaint of this kind that I have come across, so I dont think they realise the problem is on their side.
Click to expand...

Thanks for the info! I've been having the same issue where my line sometimes drops every 20-30 mins. Logged tickets with them, which were passed on to Telkom and then closed by Telkom, with no real resolution or anybody coming to check the line, etc. Had to go directly to Telkom, before even being contacted by a techie.

Interestingly, my line has dropped only once in the last 26 hours - so I'm not going to blame Cybersmart yet. But will use your info to troubleshoot and monitor the situation.
 
Nerfherder said:
Honestly if your line drops (I assume you mean loses sync) how can it be the ISP's fault ?
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I am not a techie so do not know if losing sync is the issue. It may not be my ISP's fault, but I do pay them R130 for line rental (not Telkom). I also have to call their support for help. Surely they are then accountable for the quality of my line and if anything goes wrong they should ensure it is fixed. I am their customer, not Telkom's. It should be in their interest to make sure that Telkom fix the problem, if that is where the problem is. It should not take countless calls to achieve nothing at all. This has after all been going on for a month and I have been promised that a technician will come to test my line on 3 occasions, and it never gets any further.... I am still waiting.

This is not so much about where the problem lies, but more about the level of care and consideration you are likely to receive from Cybersmart. They do not care that I have a problem and have no intention of fixing it. If they did, I would not be posting here.
 
Yes, kommetjieboy. Cybersmart should definitely handle your problem in a more professional matter, seeing as they are leasing the line from Telkom.
I really thought that renting the line from an ISP would benefit the consumer, since you don't have to deal with Telkom directly :(
 
The only reason I use them is because they offer a great price on the 4096k line rental. I am continually searching for better offers. If I get one, I will take it without hesitation. Cybersmart is notorious for it's terrible service. I also had to phone a gazillion techies, including Cheslin and Warren and finally ended up working with Laurie via email to sort out a tiny billing error.
 
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