How can iBurst improve?

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rpm

rpm

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Hi there

This is your chance to tell iBurst how they can improve. Please tell iBurst where they fall short and what they can do to make you a happier customer.

Please try to steer clear of obvious suggestions like “cut prices”, and try to give valuable input about the company’s products and services.

  • Which new products would you like to see?
  • Are there areas where iBurst can improve its support?
  • Can they make it easier for you to buy their products?
  • Where do you think the company is losing ground against its competitors?
By giving your input you will stand a chance of winning a Sony 10’’ 32GB Android Tablet PC or branded gear bundles.

Please post all your feedback to iBurst in this thread.
 
* Better customer service
* Letting customers know what issues there are, currently their websites last update was 29 August 2012
* Contention ratios, or finding a way of working that
* Stop limiting p2p and youtube during the day, unless of course they don't have the infrastructure to handle the load anymore.
 
Fire your entire accounting department - and anyone who has had any input on the accounts since you started up.
A bigger waste of my time I have never come across.
 
#1
A competative uncapped product on the wireless side.
I realise that some poeple or only on iBurst because they don't have ADSL access, I do have access and still use iBurst, however You can now get a phone line (whoopdy doo -_-), a 1mbit dsl line and uncapped account at around R500, maybe even less.

#2
A Breakdown of Data Use under Account Summary for capped accounts. Would be great to actually see when I used up my data.

#3
Better call-centre support.
Do youself a favour... Think up a couple of iBurst problems, phone RSAweb and try to get it solved, phone iBurst directly and try to get it solved. Then tell me what is wrong.

#4
It would really be great if you could update your coverage map. I have seen sites use googlemap for this and then include where the basestations are located, and maybe even where future stations would be.
 
Better coverage at my favorite coffee shop in the Gardens Centre!
The i burst signal is weak in a lot of places. Non existent signal in Camps Bay!
 
It feels like iBurst Wireless speeds are dropping recently. I've always had 100% signal (and do now) and have always had a full 1mb connection, but it's around 300k-500k-ish and feeling sluggish. I've been with you guys for absolute ages, so happy to stay but not if it slows down when the rest of the country is speeding up. I don't torrent etc, so zero reason to limit me.

My wifi is connected to an 8ta link, which is often less reliable than iBurst but at least it's quick.
 
1. Helpdesk needs a revamp. Attempts to contact via email are only responded to days after being sent. Really is a fruitless exercise when you have a problem and there is no reliable support available.

2. Speeds are down. My Blackberry is quicker

3. Areas. I spend a lot of time in Centurion but there are certain suburbs eg Bronberrick that cannot get an iburst wireless connection. I have a mobile modem but cannot connect while I am there and it makes no sense having two accounts or packages
 
This is waht they need to improve
- Fix the billing system, I, thankfully have not had any billing problems for quite a while, but i see still alot of new customers are put off by this and leave.

- Re train the help desk - they really cannot asist

-Increase capacity- lack of towers / coverage and too many subscribers on one tower.

- consistency of service, you go month to month from great surfing to crap dial up speeds

- And if what i gather is corect they moving to LTE well they should then asist customers who bought into the old hardware by offering free trades from old modem to new LTE
 
1. Fix whatever it is that caused speeds to drop in Wierdapark area the day you launched those big data packages (last year) from 1mb/s down to less than a fifth of that.
2. Better communication - Emails are cheap and instant, so there's only one possible reason for emails telling us about new features arriving up to two MONTHS after launch. Similarly, the issues tracking feature on the website is of no use - back in the day, problems would only be mentioned several days after they were already fixed (Why report a problem that isn't in progress? What use is that?), but now problems don't get mentioned at all. Went from bad to worse!

I imagine that the first issue is a matter of upgrading your network, and I understand that this costs money and takes time. But the second is simply people not doing their jobs.
 
1. As others have said, the speed is not good in RED (good signal) areas on their map. I have gone as far as to install a omidirectioal antenna and still not getting what the supplier has described.

2. Making online payments and top up often do not work and as a user you must make a bank deposit and fax proof of payment??!! Whats with that old technology?!?! Fax?? Really??

3. If you do manage to top up online, and your browser times out, DO NOT RETRY! I attempted this 4 times and there no reversal process. This ended up costing me over R1500 and all I wanted was 3 gigs for 1 day!
 
How does iBurst get grouped with broadband providers?!
 
Better support! I hate e-mailing them and getting a mail back (a week later) that states that I need to move my modem close to my window! (when I asked about outage / slow responses during a certain time/date when their could have been maintenance done and their network status did not reflect correctly - AND when I stated that I actually have a directional antenna)
 
I have no real big problem with iBurst. I don't use their support since I just know it would be useless anyway. But one problem there is, is speed. Their packages are great, and worth the money I think, but the download speed leaves alot to be desired.
 
Reduce the prices for purchasing your wireless modems. Your prices are ridiculous because even a far bigger and stronger device like a CPE device can be bought for more than half the price... so it can't be the technological content of that modem that makes it so expensive.
 
Better customer service.
Improved communication via sms when their service is down.
The upgrade to faster modem is ridiculously expensive.
Their download speeds are nowhere near 1MBps as their modem is marked.
I have had very variable service from technical support also, from good to very poor.
Also the waiting times on the line is often more than ten minutes.
 
Here is the truth. If you can give us a wireless / LTE connection, example : anything that's stable, 7mbps+ capable. Then for ease of transition for you as Iburst , you keep it at 20 GB data cap (future perhaps uncapped) at R199 and you will have won the hearts of all your customers back.

I sincerely hope you guys find a winning solution.
 
Actually give us 1mb speed instead of 5kb/s. If you can't provide the speed, then upgrade your tower.
 
Which new products would you like to see?
LTE. Allow us to purchase an LTE modem and then share the same cap with our existing iBurst modem.

Are there areas where iBurst can improve its support?
Make it easier for us to report technical issues like this or this without being told to clear our browser history, try turning our modem off and and on again, or run a virus scan.

Can they make it easier for you to buy their products?
Respond to the contact form on your website. Make sure the option to top up is always working.

Where do you think the company is losing ground against its competitors?
Speed.
 
* Get someone who knows what they are doing to keep the website running properly and up to date.
* Improve speeds by putting up more towers as the current setup is hopeless at providing anything but dial up speeds to most customers.
* Listen to and attend to customer complaints ASAP, not months like it does now.
* Do not treat us like we are the ones at fault when we complain about terrible speeds as it is your network that is at fault, not us.
* Reduce prices of your hardware as they are all simply a rip-off.
*Fire the majority of the call centre staff or at least train them properly to respond to questions without putting a caller through to 10 different departments.
* Bring back the mid-month top-up and ASK customers first if you want to change the conditions of contracts. You screwed everyone by removing the mid-month top up and doing the midnight-to-morning BS without at least consulting contract holders.
*Reduce prices of bandwidth as almost every other ISP is cheaper.
* Give customers what they pay for. ie: If a customer has a 2Mb modem, give them that speed and don't come with technical BS about signal coverage, etc. If a customer wants to get a 2Mb modem, sent field techs out to check if they can achieve that speed.
* Give 10+ year contract holders the speed they used to achieve in 2011 before your network had a hissy fit and dropped to dial-up speeds.
* When a customer shows evidence of previous decent speeds of 2Mb+ during the day and then complains about slow speeds for 11 months, DO NOT treat them like idiots by trying to tell them hogwash stories about how they are only in a low signal area and will only get 0.25Mb/s.
 
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