Finally moved to Second Level Support!

[LordVader]

Hi All,

I've been lurking around here for nearly a year, never really posted...

Sentech lately, for about the last 5 months has really been ticking me off!
I opened a ticket with them about 5 months ago for the slow, or capped speeds, that everyone seems to be getting. After much fighting and screaming both over the phone and over e-mail ([email protected]), they have finally come to the conclusion that my problem does not exist.

Most of you know what I'm talking about, I'm on MyWireless 128. On an international download, After the first few hundred K, I've got a dead flat cap of 5.8K per second. They've asked for speed test after speed test after speed test, which I grudgingly have given them results to. I've always included an International download with a screenshot, showing the cap. They always deny that a cap is in effect.

My dad pointed out to me a few days back that he's noticed that the cap always comes into effect exactly..., I repeat, exactly 1 Minute into an international download. I use DU Meter to constantly monitor my connection, and it's got minute lines on it. This cap can only be implemented, afaik at least, by Sentech's servers, more specifically the one running the bandwidth management software.

Today, after running a 5 day set of speed test for them, for my still open ticket, they've come back to me denying that a cap is in effect, saying that it is contention causing the slow speed, and they see no reason to keep my ticket open any longer. Needless to say, I blew up when I saw this. It was followed by a very nasty e-mail, basically telling them to shove it, and that I would only agree to close the ticket if the problem, which they deny, is fixed. If they close my ticket, I'll re-open another one with the same problem, and would keep at it until the problem is fixed.

Anyway, to cut a long story short, It seems that they've finally put me through directly to second-level and the management team support. Now I've just got to wait for them to come back to me, denying any and all issues, and try to get me to close my ticket. No way in hell! I point blank refuse to back down until this is resolved. I think by now, I'm on their hitlist...

Sorry for the long rant, but I just had to vent my 4 month of absolute terror...
Go ahead and post your Sentech Support Ticket Horror stories.

LordVader

 

[dbnnet]

LordVader, It's time for your SA reality check!!!!
For the average home user:
Either you go with the stable and proven ADSL, and get capped at 3G.
Or with the erratic iBurst, at higher speeds (sometimes), so you will reach your cap even faster!
Or with MyWireless, with no cap, but with restricted international access speeds.

As long as Telkom strangles and monopolises the SAT3 link... what do you expect?
Wake up and smell the roses!
No ISP can afford to simply open up to unlimited usage for a sub R1000 monthly fee.
Maybe you should ask your dad to explain the fundamentals of economics?
As long as we allow Tekom to continue to plunder and rape the SA economy like
this, nothing is going to change, and no ISP is going to be stupid enough
to allow unlimited or full access!

When no single company has full control of the International links,
then we should be able to see solutions like other normal economies have.

 

[DFantom]

funny all my stuff always gets forwarded to second level support.
but yeah the whole fast download until it hits a point and then slow seems to be normal. on the 512k package it seems to slow down after a certain amount has downloaded in a single thread. for a while it was 500k now it seems close to 5mb. local is relatively uneffected, so it might be some sort of intl capping system if they are very busy since it is not a constant happening

 

[briantw]

Anyway, to cut a long story short, It seems that they've finally put me through directly to second-level and the management team support. Now I've just got to wait for them to come back to me, denying any and all issues, and try to get me to close my ticket. No way in hell! I point blank refuse to back down until this is resolved. I think by now, I'm on their hitlist...

I know it's difficult and frustrating, and unfruitful to boot, so let me offer you my support, my Sentech brother, in fighting this one.

Heck, if you can get rid of that cap, I'll buy you a pizza!

 

[surfboy]

"Second Level Support" means nothing as Sentech never provides any level of service from their help desk anyway!!!!!!

 

[LordVader]

surfboy, Can't argue there.

briantw I'll see what I can do.

No worries dbnnet, I may be ticked off with Sentech's service, but I know the state of affairs. ADSL and iBurst are out of the question, due to the 3GB cap. I averaged over the last 12 months, about 7GB Upload and Download. I use virtually no local bandwidth. I've used ADSL, it's great, tons better than MyWireless, but then its more expensive per meg and there's the cap.
Having this ticket open with Sentech is my way of protesting... if they close this ticket, I'll start again, until the problem is resolved. I know everyone on MyWireless has this problem, But I'm the one constantly bitching about it. Sentech can try, But I'm not going away... at least not until I find a better offering in my price range.

DFantom, On my 128 it's constant. It's like clockwork... it doesn't change, Any Intl. download is fine for exactly the first minute, and then the cap arrives.
Have a look at his image:

The dotted vertical lines on the graph indicate the minute marks...need I say more.

Thanks for the reply's guys.
LordVader

 

[DFantom]

LordVader, definately it is there, not sure if you are going to come right since I'm guessing it is there throttling system. But good luck and may the force be with you

 

[noswal]

Have had this problem since October, an initial burst then it settles down to 4KB. Using Freshdownload with 8 threads it used to work well now it is little better than using just one thread.

FWIW my signal strength is increasing as the leaves are falling off the trees


Keep the flag flying