I have been a loyal paying customer of Cybersmart since I went ADSL. I also pay for my parents ADSL through Cybersmart, and I have a hosting package with them - all in all easily over R1000 that I spend with them every month.
Short version: My internet went down on the 12th, and after much hassle I got it back on the 19th - sort of. It only connects for a few minutes to an hour or so, and then the modem crashes and I lose connectivity. I cannot even ping the modem. This is the third one cybersmart sent me - some Tenda brand.
Telkom says I must go through Cybersmart for support, but I am afraid that they cannot seem to help me. I have emailed them three times now over the last week regarding this issue and all I get is the automated response from Cybersmart.
What do you suggest is my next step?
Hi
The procedure is to email
complaints@cybersmart.co.za as documented on every single ticket that you get and it will get escalated to someone who will manage it until it is resolved. Alternatively you can email me
laurie@cybersmart.co.za. I have had a look at you line and the adsl circuit, the results which are below. There does not appear to be a problem with your line currently, there was however a problem up until the 20th ( those results also provided below). We have a service level for any faults that are actual faults that are not resolved within 72 hours and you can demand credit from us for any downtime after that period. Also , when we log a fault for you, you can demand the fault ref and follow up with that fault ref on the regular adsl support line 0800375375, but they are definitely not more efficient than we are.
When the fault was cleared and you still did not connect we replaced the router with a different brand at our cost. We like to change the brand just in case there is a chipset compatibility issue which happens in some cases specifically with routers carrying the connexant chipset. I very much doubt the router is the problem seeing three brands are giving the same issue. The key issue is that you cannot ping the router, this implies there is a problem between your pc and the router which can be one of 3 things, the network card on your pc, the port on the router or the cable in between. The fact that the problem seems to be occuring at periodic intervals also implies there is something causing it to happen rather than there being a line fault. Email me and I will get it fixed for you. In future if you are not getting the response you need email
complaints@cybersmart.co.za or
management@cybersmart.co.za so it can be given higher priority. Also please do not email 3 times, there is a ticket reference given when you email the first time, if you respond to the same ticket it is automatically escalated, if you open a new ticket (by emailing again) it is not.
Regards
Laurie
DSL results todays date
Weak signal could cause line to drop as could high attenuation valuesk BUT in all likelihood the configuration on the router is wrong.
Try the following in the following order
1.Unlock location
2.Unblacklist location
3.Recreate the port
4.Try with
adsl@cybersmart.co.za account
5.Try with telkom guest account
6.MAKE SURE THE DOWNLOAD SPEED CORRESPONDS TO WHAT THE USER HAS BOUGHT SO IF IT IS 4Mb DOWNLOAD RATE SHOULD READ 4096000
THERE ARE NO PROBLEMS WITH THE LINE AND IT SHOULD CONNECT. Push enter to check signal strength and attenuation.
Weak signal could cause line to drop as could high attenuation valuesk BUT in all likelihood the configuration on the router is wrong.
Try the following in the followin g order
1.Unlock location
2.Unblacklist location
3.Recreate the port
4.Try with
adsl@cybersmart.co.za account
5.Try with telkom guest account
6.MAKE SURE THE DOWNLOAD SPEED CORRESPONDS TO WHAT THE USER HAS BOUGHT SO IF IT IS 4Mb DOWNLOAD RATE SHOULD READ 4096000
max and cur rates should be the same. The min value is the minimum allowed speed that the line can sync at for this service
This services is configured as ADSLupto4096af02
This exchange can support speeds up to 10.816Kb
ATUC Max Rate ie max download rate 4096000
ATUC Cur Rate ie cur download rate 4096000
ATUC Cur min Rate ie minr download rate 640000
ATUR Max Rate ie max upload rate 640000
ATUR Cur Rate ie cur upload rate 640000
ATUR Cur min Rate ie min upload rate 256000
Showing signal to noise ratio SNR. db value MUST be above 6 should be between 30-40
ATUC SNR download noise 18db
ATUR SNR upload noise 12db
Attenuation measure how far customer is from exchange. higher attenuation value further the distance.MUST be less than 55db should be between 1-10
ATUC SNR download resistance 17db
ATUR SNR upload resistance 30db
DSL results on the 20th
2010-01-20 14:27:26:dslInterrogation by james configuration at the exchange set to ADSLupto4096df02
Errors from the exchange
marginsNotReached=1
configInitFailure=0
dataInitFailure=0
lossOfSignal=0
lossOfPower=0
noPeerAtuPresent=0
protocolInitFailure=0
lineCardProblem=0
lossOfFraming=0
lossOfLink=0
lossOfSignalQuality=0
Errors from the client
lossOfFraming=0
lossOfSignal=0
lossOfPower=0
lossOfSignalQuality=0
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