Fibre line down - compensation

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Fauzan

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My Fibre line was cancelled by their systems accidentally (email received confirming this) - I was without internet for 2 days and thus could not work (lost to days of work meaning no work no pay) - eventually on Saturday afternoon, my line was activated again - I then requested a call back to gain compensation for this and each day since sunday I've been sending an email (today being the 3rd email) but there doesn't seem to be a reply or a call for this compensation

I attach the initial email confirming their error as well as the amount, to date, of times I've sent an email through mentioning to them the issue and that compensation would be due to me in this regard (as confirmed with one of their agents upon a call back request on Saturday morning)
 

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Not to be that guy, but what would you have done if there was a cable break? All of us have a backup connection for loadshedding, cable breaks etc.

Expecting them to pay you back the money you've lost is a bit harsh. Most reasonable folk would accept if they don't bill you for those two days.
 
I would totally understand if it was a cable break or something else out of their control as I also work in IT but what they mentioned in their reply was nothing of the sort - coming from our side if our client's were down due to an error that occurred on our end, we would indeed compensate them for their time lost and to not even reply to 3 emails is totally unacceptable in my eyes
 
The_Ogre said:
Not to be that guy, but what would you have done if there was a cable break? All of us have a backup connection for loadshedding, cable breaks etc.

Expecting them to pay you back the money you've lost is a bit harsh. Most reasonable folk would accept if they don't bill you for those two days.
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I see this often. A guy who has a single link and it goes titsup has no-one else to blame but himself.
If you don't have a backup, you are effectively saying I don't have anything to lose.
Requesting "compensation"??? Noooit!
I have a inverter and use fibre + fixed wireless. It basically means that I can do business while those guys on a single link lose the business.
 
Fauzan said:
I would totally understand if it was a cable break or something else out of their control as I also work in IT but what they mentioned in their reply was nothing of the sort - coming from our side if our client's were down due to an error that occurred on our end, we would indeed compensate them for their time lost and to not even reply to 3 emails is totally unacceptable in my eyes
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So if this is so important why are you so reliant on a single link? If its that important I'm sure you could have made a plan and go work from an alternative location?
 
Yeah look, you arent going to get anywhere with this.
Anyone who needs internet to do their work has a backup connection if its that important.

Its a very different story having SLA's etc that define compensation for outages vs using a "best effort" consumer internet connection.
 
If you work in IT, you would know the huge cost of getting a business line with an SLA and backups to prevent issues like this.
If you're working from home with a standard consumer line, you have to prepare for downtime and mistakes that do happen.
 
Imho, whilst they confirmed the error, they also confirmed it was a system error, and likely just a rogue occurence, so you can't really blame them. Systems go tits up sometimes. Also without any SLA, I doubt you would be successful in taking it further.

As long as they don't charge you for the days you were down, then all good in my eyes.
 
Fauzan said:
I would totally understand if it was a cable break or something else out of their control as I also work in IT but what they mentioned in their reply was nothing of the sort - coming from our side if our client's were down due to an error that occurred on our end, we would indeed compensate them for their time lost and to not even reply to 3 emails is totally unacceptable in my eyes
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There are SLA's for that which go for tens of thousands per month. With an SLA there are penalties that are agreed upon upfront should the line be down for any reason. And companies with SLA agreements have a duplicate line for exactly this reason. You have a consumer connection and you should have a backup in case your line goes down because you know you're dependent on the internet to do your work.

edit: this is my line of work and you'll be shocked at the amounts these SLA's go for and how much the penalties are.
 
I don't believe there's anything in their contract with you that states 100% uptime, or any clauses covering downed lines, errors, loss of income etc. Without those you don't have anything to stand on.
 
While having more than 1 link is great however take into consideration some of you are not understanding that not everyone is able to sustain a backup connection. Compensation that is being requested is credit for down time onto the account in order to cover the 2/3 days that you as a consumer should not be liable for when the error was on the providers side and admittedly so.
Before jumping to conclusions take into consideration that not everyone is using a Laptop to work from home so being able to just pack up and work from somewhere else is a hassle. Imagine taking your desktop to Mc Donalds.. how stupid is that?
Everyone does not always have the resources at their disposal to make alternative arrangements.
Next thing you may ask - Why dont you go work from the office? Most offices are not open.
 
MissNicci said:
While having more than 1 link is great however take into consideration some of you are not understanding that not everyone is able to sustain a backup connection. Compensation that is being requested is credit for down time onto the account in order to cover the 2/3 days that you as a consumer should not be liable for when the error was on the providers side and admittedly so.
Before jumping to conclusions take into consideration that not everyone is using a Laptop to work from home so being able to just pack up and work from somewhere else is a hassle. Imagine taking your desktop to Mc Donalds.. how stupid is that?
Everyone does not always have the resources at their disposal to make alternative arrangements.
Next thing you may ask - Why dont you go work from the office? Most offices are not open.
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Fauzan said:
It's easy for one to say go here and go there but with a desktop? I think not
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The user who suggest it maybe took their desktop to McDonalds and people laughed and mocked him/her.
So in return they are getting other people to look like fools as well
 
Fauzan said:
My Fibre line was cancelled by their systems accidentally (email received confirming this) - I was without internet for 2 days and thus could not work (lost to days of work meaning no work no pay) - eventually on Saturday afternoon, my line was activated again - I then requested a call back to gain compensation for this and each day since sunday I've been sending an email (today being the 3rd email) but there doesn't seem to be a reply or a call for this compensation

I attach the initial email confirming their error as well as the amount, to date, of times I've sent an email through mentioning to them the issue and that compensation would be due to me in this regard (as confirmed with one of their agents upon a call back request on Saturday morning)
Click to expand...

Hi,

Siphesihle made a mistake by saying the system cancelled the service in error. I can discuss the matter with you via private message to explain why the service was terminated.
 
AfriNatic said:
Hi,

Siphesihle made a mistake by saying the system cancelled the service in error. I can discuss the matter with you via private message to explain why the service was terminated.
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Yes please, private message would be great
 
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